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:08/11/2025

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Unfair business practices wrongful cancellation of GRE score without substantiated proof.Details of Complaint:On July 24, 2025, I took the GRE General Test at-home administered by ETS (Ref No. VOT0162532).A few days later, ETS notified me that my scores would not be reported because my Analytical Writing response allegedly did not reflect the assigned task or contained ideas, language and/or examples found in published sources or other test takers responses.I categorically deny this allegation. I wrote my essay entirely during the allotted time without any outside assistance, prewritten materials, or plagiarism.When I requested evidence or specific proof, ETS refused to provide details such as:The exact text they claim matches published sources.Any keystroke logs, ******* notes, or screen recordings from my session.This decision was made unilaterally, without transparency or an independent review process, causing:Financial loss (test fees and application deadlines missed).Reputational damage due to the false implication of misconduct.Emotional distress and interruption of my graduate school application process.Resolution Sought:Immediate reinstatement and reporting of my GRE scores.Formal, detailed written explanation with documented evidence supporting ETSs claims.Refund of my test registration fee if scores are not reinstated.Supporting Documents Attached:ETS cancellation ******** written appeal to ETS.Signature:***** *****

• Initial Complaint

  Date:08/07/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 3, 2025, I was scheduled to take the ***** iBT at-home test administered by ETS. I followed all requirements and completed system checks on two different computers and my external camera (phone) all passed.When the test began, the speaker on my main computer suddenly stopped working. I immediately informed the ******* and asked for a moment to switch to my backup computer (also approved and tested). Instead of assisting, the ******* abruptly ended the session, without proper support.I later found out that the ******* was remotely changing my settings something I was never clearly informed of or consented to. This raises serious privacy concerns, especially considering Im required to open full access to my personal *************************** also claimed I didnt have the required external camera, which is false. My phone was on, tested before the exam, and I saw my own image on the platform. Unfortunately, the entire process is set up so the test taker has no way to retain proof, while ETS can make unilateral claims without *************** make matters worse, the ******* spoke with such a strong, unclear accent that it was extremely difficult to communicate. For an international English-language exam, its unacceptable (and ironic) that ETS uses subcontractors who cant speak clearly to test takers. Is that part of the test too?After contacting ETS and explaining everything, they refused to reschedule or refund, blamed me for not having the right equipment (even though I did), and offered no empathy. I had no choice but to pay another provider to retake the test which I passed without a single issue.Due to technical mishandling, lack of consent, poor communication, and misleading claims, I am requesting a full refund.

  Business Response

  Date: 08/12/2025

  Dear ********* ******,
  
  ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding your June 3, 2025, ***** iBT test.
  
  We have thoroughly reviewed the records related to your test. According to our logs, during the initial environment check conducted by the *******, you reported that your devices speaker volume was low. When the ******* instructed you to continue with the environment check,you reiterated that the sound from your device was not functioning properly and expressed concern about proceeding with the test under these conditions.
  
  Concerned that the speaker might not work throughout the session, you requested to reschedule the test. In response, the ******* provided guidance on how to contact ETS to reschedule the test. The session was then concluded as per your request.
  
  As you opted to take the ***** test from home,it is the test takers responsibility to ensure that all equipment including the speaker, camera, and internet connection meets the technical requirements and remains functional throughout the entire test. Since you reported that your devices speaker was not working properly and you chose not to proceed with the test, we must adhere to our policy, which does not allow for a refund or a free reschedule under these circumstances.
  
  Regarding your concern about privacy and ******* access: Please be assured that proctors do not have the ability to access your computer screen or control your system without your explicit permission. All remote access actions require your confirmation and are conducted transparently to assist with technical troubleshooting only when consent is provided.
  
  We understand the frustration this situation may have caused. However, after full investigation, we must respectfully uphold our policy, as no fault was found on the part of ETS or the proctoring service during your session.
  
  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,
  
  ***** Services
  Educational Testing Service

  Customer Answer

  Date: 08/14/2025

  
  Complaint: 23716625
  
  I am rejecting this response because:
  The version of events described by ETS does not match what actually happened during my June 3rd TOEFL at-home test. I did not request to reschedule or ask to end the session. I clearly explained to the ******* that the speaker volume on my computer was suddenly too low, and I asked for just a moment to switch to a second computer that had already passed ETSs system checks.
  
  
  Instead of assisting me or offering support, the ******* ended the session abruptly. I was not warned, and no alternative was offered.
  
  
  ETS also falsely claims that I didnt have the required external camera. I had my phone connected and active the entire time. I saw my own image during the system test using their own platform proving the camera was working.
  
  
  Additionally, the ******* spoke with a very heavy accent that made communication difficult, and I could not understand most of what was being said. This is especially unacceptable for an English proficiency test.
  
  
  Finally, test takers like me are left with no access to logs or evidence, while ETS can make statements that cannot be challenged. I had to pay another provider to take the test again and it worked perfectly.
  
  
  For all these reasons, I respectfully maintain my request for a full refund. The service I paid for was not delivered in a fair, professional, or transparent manner.
  
  Regards,
  
  ********* ******

  Business Response

  Date: 08/22/2025

  Dear ********* ******,
  
  ETS was notified by the Better Business Bureau (BBB) that you rejected our response regarding the ***** iBT test scheduled for June 3, 2025.
  
  As previously stated, during your session, you reported that the sound from your device was too low and expressed concern about proceeding under those conditions. The ******* provided instructions on how to contact ETS to reschedule, and the session was concluded.
  
  We understand that you had a second device available and intended to switch; however, this was not communicated to the ******* during the session.
  
  The primary reason for the test did not start was due to your decision to reschedule based on the audio issue. Other technical aspects, such as camera functionality, were not factors preventing the test from proceeding.
  
  We have reviewed your email dated June 5, 2025,where you shared that you were unable to complete the test due to low sound from your device and that you attempted to use another computer after the session had ended.
  
  We understand your experience with the *******.Your feedback will be shared with our At-Home Testing ********************** for internal review and coaching.
  
  Per our policy, test takers are responsible for ensuring that their equipment meets all technical requirements and functions properly throughout the test session. Since the session could not commence due to issues with your device, which does not permit a refund under these circumstances.
  
  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,
  
  ***** Services
  Educational Testing Service

• Initial Complaint

  Date:08/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  8/04/20258/05/2025 Praxis Exam ETS buries critical information about testing device restrictions on its website and then refuses to acknowledge the misleading nature of this setup or issue refunds. I was unable to take my exam due to their failure to clearly disclose that common devicesincluding Chromebooks and ********* Surface laptopsare not permitted. This restriction is not clearly communicated or easy to find.On 8/4, one day before the exam, I followed the emailed instructions to ensure I could download the required software. Everything downloaded successfully, and the equipment check passed (webcam, mic, software, system, network). I followed all listed steps on the At Home Testing Requirements page: **************************************************************************************************** 8/5, I attempted to test using the approved setup. The ******* then informed me that my device was not supported. I was not allowed to proceed. I contacted ETS customer ********************** immediately on 8/5 and again on 8/6 to request a reschedule or refund. They refused to take responsibility, denied any fault on their part, and adamantly declined to offer either a refund or an alternative testing date, despite the fact that I was misled by their own documentation via email and website.ETS's failure to clearly disclose this device restriction is deceptive and violates several consumer protection laws, including the ************************ Act and UDAP statutes. The device restriction is hidden behind an unlabeled hyperlink. Even after clicking, the information remains buriedonly accessible by expanding a drop-down section far down the linked page.The Praxis is the only accepted exam for my certification. I had no choice but to pay another $130 again for the opportunity to test due to ETS's misleading design and lack of transparency.

  Business Response

  Date: 08/11/2025

  Dear ****** C ********,
  
  ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding your August 5, 2025, ****************** Foundational Knowledge (5355) Praxis examination.
  
  We understand how important your testing experience is and that you were unable to complete your exam as scheduled.However, we would like to clarify that ETS provides detailed information regarding all technical requirements for at-home testing, including device restrictions, to help candidates prepare adequately and avoid such issues.
  
  As per our policy, candidates are required to review all technical and equipment requirements prior to test day. These requirements are shared through confirmation email once the test was scheduled and are also readily accessible on the At Home Testing Requirements webpage,which you referenced in your complaint: *************************************************************************************************.
  
  On this page, under the "Computer"section, the fifth bullet point clearly states that ********* Surface Pro devices are not permitted. Additionally, the page also outlines that if candidates dont meet these requirements on test day, they wont be able to test. In that event, they wont receive a refund or a free reschedule.
  
  We understand that your system passed the automated equipment check. However, please be advised that the system checks primarily focus on hardware compatibility and does not assess all software-related restrictions or specific device policies. For this reason, it remains the responsibility of each test taker to thoroughly review all device and software requirements ahead of time.
  
  We strive to make this information easily accessible and transparent. While we regret the inconvenience caused, we must emphasize that all necessary details were publicly available and provided prior to your scheduled test.
  
  Thank you for granting us the opportunity to provide clarification regarding your complaint with the Better Business Bureau.We wish you continued success in your professional endeavors.
  
  Regards,
  
  Praxis Services
  Educational Testing Service
  

  Customer Answer

  Date: 08/11/2025

  
  Complaint: 23713370
  
  I am rejecting this response because:
  

  Please familiarize yourself with United States federal and state level law violations specifying concealing material terms: 

  Federal ******************************** Act Section 5 (15 U.S.C. 45): Prohibits unfair or deceptive acts or practices in commerce. ETSs concealment of a material restriction, combined with contradictory pass confirmations, constitutes deception.
  FTC Clear and Conspicuous Disclosure Standard: Material limitations must be disclosed in a clear, unavoidable manner prior to purchaseplacing them behind non-obvious links or dropdowns fails this standard.
  Restore Online Shoppers Confidence Act (ROSCA): Prohibits obtaining payment without clearly disclosing material terms before billing.
  Pennsylvania Law:
  Unfair Trade Practices and Consumer Protection Law (UTPCPL), 73 P.S. ***** et seq.: Prohibits misrepresentation, concealment of material facts, and deceptive conduct causing consumer confusion. As a ************ resident, I am entitled to remedies.
  New Jersey Law:
  New Jersey Consumer Fraud Act (N.J.S.A. 56:8-1 et seq.): Prohibits unconscionable commercial practices, deception, fraud, false pretense, misrepresentation, or knowing concealment of material facts. Because ETS is headquartered in **********, this statute applies.
  
  ****** ********

  Business Response

  Date: 08/20/2025

  Dear Jeanne C ********,
  
  ETS was notified by the Better Business Bureau (BBB) that you rejected our response regarding your August 5, 2025, ****************** Foundational Knowledge (5355) Praxis examination.
  
  We are committed to transparency and fairness in our communications and policies. The at-home testing requirements including the exclusion of ********* Surface Pro devices are clearly published and made available prior to registration and again upon scheduling the test.
  
  As previously mentioned, candidates are required to review all technical and equipment requirements prior to test day. These requirements are shared through confirmation email once the test was scheduled and are also readily accessible on the At Home Testing Requirements webpage,which you referenced in your complaint: *************************************************************************************************.
  
  Additionally, while your system may have passed the automated equipment check, that tool primarily evaluates hardware compatibility and internet connection. It does not override or negate the clearly published device policy that restricts certain devices like Surface Pro. The system check is one of several steps candidates must complete to ensure eligibility to test.

  We understand your efforts; however, we cannot 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 professional endeavors.
  
  Best regards,
  
  Praxis Services
  Educational Testing Service

  Customer Answer

  Date: 08/30/2025

  
  Complaint: 23713370
  
  I am rejecting this response because:

  
  The statements and questions I  made previously have still been unanswered and ignored. ETS has just reiterated their stock response (I am assuming this is due to the fact that their customer ********************** is not US based and their agents have minimal English language knowledge). Regardless of their stock response given, they still have broken, both federal and state level rules and regulations. 
  
  
  Regards,
  
  ****** ********

  Business Response

  Date: 09/04/2025

  Dear Jeanne C ********,
  
  ETS was notified by the Better Business Bureau (BBB) that you rejected our response regarding your August 5, 2025, ****************** Foundational Knowledge (5355) Praxis examination.
  
  Your most recent comments reflect a high level of disagreement about our policies and procedures. While our opinions about adhering to these policies and the resulting consequences may differ, we respect your right to your point of view. All specific concerns related to Educational Testing Services' products and customer ********************** were previously addressed. We are unable to be of further assistance regarding this matter.
  
  Thank you for granting us the opportunity to provide clarification regarding your complaint with the Better Business Bureau. We wish you continued success in your professional endeavors.
  
  Best regards,
  
  Praxis Services
  Educational Testing Service

• Initial Complaint

  Date:08/06/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took the TOEFL iBT test on August 2, 2025, at * * ***** ********* ******** *** *** ******* ******* **** ****** *** ****** ***** *** ****** ******** ******* India – an authorized ETS test center.
  
  Registration Number: ****************
  ETS ID: ******** 
  The test was conducted at a certified test center, not at home. ETS normally releases scores within 4–8 days, which I was expecting based on official communication and policies.
  
  However, just 3 days after my test, when I logged into my ETS account, I saw the following status:
  “Scores Delayed. Info status: Test administration is delayed due to an administrative review, typically completed in 2-4 weeks; for updates, please contact customer support.”
  
  This early appearance of a delayed status is highly unexpected and concerning. I have not received any official email or explanation from ETS regarding the reason for this administrative review.
  
  I have already contacted ETS at ***************** *** ****************** but have not received any response or estimated timeline for resolution.
  
  As my university application deadlines are within the next 4 weeks, I am extremely worried that this delay could cause my scores to be withheld beyond the promised 4–8 day timeframe, thereby negatively impacting my academic opportunities.
  
  I respectfully request ETS to provide clear communication, ensure that my scores are released within the original timeline, or at the very least, offer a formal update explaining the reason and expected resolution period.
  
  This situation is causing unnecessary stress and reflects a lack of transparency in a process that is critical to many students’ futures.

• Initial Complaint

  Date:08/05/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is a follow up of my complaint about *********. I received an email (after weeks of no returned calls) saying since I bought it through ************************** I had to go through them. *********'s website says that a refund is handled on a case-by-case basis. ETS told me over the phone a refund is not possible. ETS tried to bring up the length of time between purchase and complaint and I explained the waiting on return calls. When they said I purchased it and had access to the materials, I said I didn't know what the quality would be because ETS offered at best misleading descriptions, and no sort of trial or snapshot of the experience (e.g. public ******* videos made by ostensibly unrelated creators). When I explained this, the supervisor blamed that as being my fault for buying it. ETS and ********* are partnered, ETS offers a sale for a ********* account on their tests, meaning it is the most likely way to find *********. ********* claims that a refund is possible- but not guaranteed- their partner ETS says that a refund is impossible. You don't know the quality of the product you get until you've spent $400+ on it and if you're dissatisfied with the repurposed content and false information, you get told it was your fault. If you try to reach out to them, customer ********************** (on *********'s side) does not reply until its too late if at all. The one site offers the possibilty of refund, but the site the customer likely bought it through denies it. I feel like I've been scammed and now the companies are just blaming me.

  Business Response

  Date: 08/07/2025

  Dear ******* ****,
  
  ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding a refund for study material purchased on June 29, 2025.
  
  We understand your concerns and regret that the product did not meet your expectations. However, we would like to clarify ETSs policies regarding purchases made through our platform.
  
  As outlined during the purchase process, in our terms and conditions, and in the Praxis Bulletin The Praxis Tests Information Bulletin, there are no refunds for test preparation materials. This policy is consistently communicated to all candidates. Unfortunately, we are unable to provide you with a refund.
  
  We recognize your concern about the product description and the lack of a preview prior to purchase. ETS makes every effort to provide accurate and sufficient information about all products offered on our site. However, the decision to proceed with the purchase ultimately rests with the customer, based on the information available.
  
  We also understand the inconvenience caused by any delays you experienced in reaching us. Our goal is to respond to all inquiries in a timely and helpful manner, and we are continually working to improve our service.
  
  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 professional endeavors.
  
  Regards,
  
  Praxis Services
  Educational Testing Service

  Customer Answer

  Date: 08/07/2025

  
  Complaint: 23704964
  
  I am rejecting this response because:
  
  While I understand that this information was communicated, to buy access to the product blindly and deny any opportunity of refund, particularly when your partner does offer the possibility, is dishonest marketing. Had I used this subscription consistently over the previous days, I would understand there being no refund. I used it once and found it unsatisfactory. Your product claims a subscription gives me access to videos, yet as I explained, they are public ******* videos. I have access to these without an account. The description did not mention the presence of generative AI in teaching the information either, which is unreliable.

  If I were to sell you a cake you could not see, only to reveal it was made of mud and sticks when you handed over the money, even if I had a no-refund policy, the tactic would still be underhanded. To say, as I was told "nobody forced you to buy the subscription, it is your fault," by the supervisor, is also a line commonly used by scammers who try to absolve themselves of blame.

  If a refund is absolutely impossible, then I will accept the loss, but I request an acknowledgement of this deceit and for the product description to be changed to ACCURATELY describe the services rendered as well as a warning that it is better to purchase the service from ********* directly in case of the need for a refund.
  
  Regards,
  
  ******* ****

  Business Response

  Date: 08/11/2025

  Dear Matthew ****,
  
  ETS was notified by the Better Business Bureau (BBB) that you rejected our response regarding a refund for study material purchased on June 29, 2025.
  
  We understand your dissatisfaction with the content and description of the product you purchased, and we regret that your experience did not meet your expectations. The product description and related policies were clearly provided on our website at the time of purchase, ensuring transparency for all customers.
  
  The content of our study material is presented within a structured, guided format specifically designed to support preparation for ETS-administered tests. Because ********* delivers test materials for multiple companies, they are not responsible to know the policies of the individual companies, including refunds.
  
  Our refund policy is clearly stated and was agreed to during the purchase process, as outlined in the Praxis Bulletin and the Terms and Conditions. Because ********* delivers test materials for multiple companies, they are not responsible to know the policies of the individual companies, including refunds.
  
  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 professional endeavors.
  
  Regards,
  
  Praxis Services
  Educational Testing Service

  Customer Answer

  Date: 08/19/2025

  
  Complaint: 23704964
  
  I am rejecting this response because:
  
  As I explained earlier, I do not believe the product description to be accurate nor transparent as the service does not give access to videos (they are freely available on ******** nor does it outline the generative AI it uses.

  That being said, I seek no further action *or response* from ETS on the subject. I decline the response because I do not agree with it, but I concede my attempts at a refund from ETS specifically or to even have ETS accurately represent the product.

  I request that if this comment is replied to (I do not expect, need, nor want one) that it only arrive through the properly facilitated channels of the BBB and not be sent directly to my email as been the case from ETS prior. I find it unprofessional and it feels like an attempt at intimidation by circumventing the facilitator.

  Thank you for your time and efforts.

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

• Initial Complaint

  Date:08/04/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 20, 2025, I was scheduled to take the ***** iBT Home Edition, for which I paid 310 (approx. $359). Despite meeting all technical requirementsincluding successful download and installation of the ETS Secure BrowserI was unable to access the testing platform. My login attempts were rejected, my account was blocked, and support links directed me to a non-functional error page (404). I was never permitted to enter the testing environment.I immediately contacted ETS and submitted documentation. ETS initially denied responsibility, claiming that their records showed I had failed to download the browser. After I provided evidence disproving this, they acknowledged technical difficulties and offered a one-time makeup test. However, this offer arrived 12 days after the original test date, by which time the test was no longer of use to me. The service I paid for was never rendered.ETS has refused a refund, citing policy that defines any in progress test as non-refundable, despite the fact that I never accessed the exam. Their correspondence acknowledges the failure of their online system. To quote their representative: Due to the difficulties that you experienced on July 20, 2025, testing at a physical center would be the most effective way to attempt to ensure that you do not experience any continued difficulties.I am requesting a full refund of the 310 paid. I also wish to formally report what appears to be a recurring issue in ETSs online testing infrastructure, as confirmed by numerous public complaints.Thank you for your attention,********* Magnifichi

  Business Response

  Date: 08/07/2025

  Dear Guglielmo Magnifichi,
  
  ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding the ***** test scheduled for July 20, 2025.

  Our records indicate our office has recently been in contact with you regarding the status of your ***** test.

  Thank you for giving us the opportunity to provide clarification in response to your complaint with the Better Business Bureau. We wish you continued success in your educational endeavors.
  
  Regards,
  
  ***** Services
  Educational Testing Service

• Initial Complaint

  Date:07/29/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint regarding my recent and past experiences with the Educational Testing Service (ETS) in connection with the Praxis 5195 Spanish: World Language exam.On 7/29/2025, I completed the reading portion of the Praxis exam with approximately eight minutes remaining. I asked the ******* for permission to step away briefly to use the restroom. I understand that breaks are generally discouraged during the test, which is why I waited until I had extra time and made sure to ask before leaving.When I returned, I was devastated to discover that the ******* had ended my test prematurely without my consent. I was not given the opportunity to complete the remaining sections. I was told I would hear more in 24 hours, but this has caused me enormous distress, especially knowing I may now be forced to retake the test through no fault of my own.This test costs $170 per attempt, which is a significant financial burdenparticularly as this is not the first issue Ive encountered. On my previous attempt, I followed ETSs own recommendation to purchase and use their official study package, only to receive a lower score than when I had not used the package. That inconsistency, coupled with the lack of any clear scoring breakdown or feedback, led me to file an appeal. Despite requesting clarification, I received a generic response stating my score did not change, with no further explanation or transparency about how the score was evaluated or why it was lower.I have dedicated significant time, effort, and money toward passing this exam so that I can continue teaching.I respectfully request:That my current exam be reviewed and reinstated due to the proctors error.That I not be penalized or required to pay for another test.That ETS provide a clear explanation regarding my prior score and appeal.Greater transparency in scoring and fair handling of customer complaints.I don't want money. I just want clear communication and some regard for my concerns.

  Business Response

  Date: 08/04/2025

  Dear ******** S *******,
  
  ETS was notified by the Better Business Bureau (BBB) that you rejected our response regarding your July 29, 2025, Praxis Spanish: World Language (5195) examination.
  
  We have looked into your concern and sent the results 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

• Initial Complaint

  Date:07/29/2025

  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.

  Request for Clarification and Expedited Review of GRE Test Score
  
  I am writing to formally inquire about the status of my GRE test score for the at-home exam I took on July 19, 2025 8:00AM. It has now been over ten days since the test date, and I have yet to receive my scores. Upon reaching out to your virtual assistant Anita, I was informed that my test is currently under review.
  
  I want to emphasize that during the entire test process, I strictly followed all test protocols and guidelines. When prompted by the proctor, I also re-conducted an environmental check as instructed, and no concerns were raised. There were no technical issues or behavioral flags that I am aware of during the session.
  
  Given the time and effort I invested in preparing for this important exam, I am deeply concerned about the delay and the lack of clear information regarding the reason for this review. I respectfully request a clear explanation of why my score is under review and estimated timeline for when I can expect my score to be released.
  
  This score is extremely important to me for upcoming application deadlines, and I would sincerely appreciate any assistance you can provide to help expedite the review process.
  
  Thank you very much for your understanding and support. I look forward to your timely response.

• Initial Complaint

  Date:07/27/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am submitting a formal complaint against ETS for mishandling my ***** iBT registration and test access. Despite paying in full and complying with the stated ******************* I was denied service and faced procedural inconsistencies that caused me serious ***************** Summary:I registered for the ***** iBT and agreed to ETSs ******************* including identity verification. On my first scheduled test date, I was denied access to the test entirely due to a minor clerical issue: my first name was missing from the registration, but my last name and national ID number matched my valid ID. I was present on time and contacted support immediately, but was not allowed to test. The case was put Under Administrative Review and later dismissed with no refund or chance to retake.For the second test, ETS suddenly required pre-verification via mobile app, a step that had not been requested before, despite similar registration details. I complied, but this showed a clear inconsistency in policy enforcement between both test attempts.Main Issues:I was denied access to a paid service, although I was present and willing to comply.ETS showed inconsistent enforcement of ID rules across two tests.I received no refund or retest voucher, despite not taking the first test at all.ETS refused to acknowledge its own procedural failure, placing full responsibility on the test taker.Even if such procedures are covered by ETSs ******************* consistency and fairness are essential, especially for a high-stakes exam used for global admissions.Requested Resolution:A formal acknowledgment of the procedural inconsistency.A full refund or voucher for a future ***** iBT test.A commitment to clearer and fairer policy application.

• Initial Complaint

  Date:07/23/2025

  Type:Service or Repair 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.

  My wife scheduled an english, (TOEFL) online, at home test that uses ETS's proprietary software, (i.e. a secure browser) that requires your computer to be up to their "code."They told us this, but NOT the fact that we could check this before the day of the test. The day of the test arrives, we check the computer, it doesn't pass the check. Not to worry, the message says to proceed with the test anyway. No problem. At this point, if it had simply failed, we would have had time to retrieve a computer that would have worked. (As evidenced after the fact)Instead, she waited, and commenced the test. The ******* spoke very poor English, and was difficult to understand (not the sort of person who should be overseeing an ENGLISH test!) And after spending 1 hour, trying to get the computer to work, the ******* terminated the test. Upon reaching out to ETS to reschedule the test, since it was never started, they are now refusing and saying we must re-register, and pay an additional $250!

  Business Response

  Date: 07/24/2025

  Dear ********* *****,
  
  ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding the ***** examination.
  
  Please be advised that Privacy laws require that requests to update or release information of a personal nature (such as identification, address, designated institutions, and account history) come directly from the test taker only. We cannot release any information about a test taker to relatives or friends. Please advise the test taker to contact ***** Services directly concerning this matter.
  
  Thank you for granting us the opportunity to provide clarification regarding your complaint with the Better Business Bureau. We wish you continued success in your educational endeavors.
  
  Regards,
  
  ***** Services
  Educational Testing Service
  

  Customer Answer

  Date: 07/24/2025

  [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 is legally accurate. I will have my wife file a complaint directly. This case is Not resolved yet, but will need to be renewed under a different name.
  
  Regards,
  
  ********* *****