Complaints

This profile includes complaints for Educational Testing Service (ETS)'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Educational Testing Service (ETS)

  660 Rosedale Rd Princeton, NJ 08540-2218

• 

  ETS Educational Testing Service

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

• 

  Educational Testing Service

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

• 

  Educational Testing Service (ETS)

  225 Phillips Blvd Ewing, NJ 08618-1426

• 

  Electro Tech Systems

  121 S Broad St Ste 1710 Suite 1710 Philadelphia, PA 19107-4534

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/21/2024

  Type:Billing 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, I cancelled my exam for 23 March on 14 March. It's been a month and i still have not received my refund from gre . Date of cancellation - 14 March Name - *********************** Country - ***** Payment mode -upi

  Business Response

  Date: 05/01/2024

  Dear ***********************,
  
  ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint concerning your March 23, 2024 GRE test registration.
  
  Unfortunately,because your payment for this registration was processed more than 180 days ago, we are unable to automatically process the partial refund. We have forwarded your case to the appropriate area for your refund to be manually processed. Please allow sufficient time for a representative to contact you with additional information concerning the refund
  
  We appreciate your understanding in this matter.
  
  Sincerely,
  
  GRE Test Taker Services
  Educational Testing Service
  

• Initial Complaint

  Date:04/20/2024

  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.

  I was scheduled to take my praxis at 1:50 on 4/20/24. I was logged into their system, yet a proctor did not show up. I contact ETS numerous times, but no one was helpful. I had one proctor speak to me horribly then hung up when I asked for her to speak clearer as I was not able to understand what she had asked me to do. She told me I just need to follow directions. I have waited over three hours to try to take the test, have contacted various departments, and have not been provided any assistance. I have paid hundreds of dollars and couldn’t take the test. When I asked to reschedule they said they didn’t have the authorization to do so. I was instructed to call Monday. This test is to get my teaching certificate and my program. I needed to take the test this weekend.

  Business Response

  Date: 05/10/2024

  To Whom It May Concern
  
  We were notified by the Better Business Bureau (BBB)
  of your complaint regarding a recent test admin. During the investigation, it
  was observed that the contact email used with the BBBB did not match the name
  of the test taker or record on file.  We are obligated to safeguard our
  test takers’ information and because of the discrepancy, we are unable to
  divulge any information regarding this test taker. 
  The test taker is free to contact us with any
  inquiry he/she may have.  Thank you for taking the time to contact us, and
  we hope that you find this information helpful.
  Regards,
  Praxis Program

  Customer Answer

  Date: 05/10/2024

  [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:04/19/2024

  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.

  On February 25th, I took the ***** exam at home. A little over a week later, I got an email from *** stating that I might have gotten help with the test. I cannot imagine how they can blame people and profit from it. Anyway, a few days later, I received another email from ETS informing me that my scores were being reviewed administratively and that I could expect a response in the next two to four weeks. However, I haven't heard back from them since then. I've phoned them numerous times and given them multiple emails, but they never answer the phone or return my messages. I guess only automated messages are being sent to the all candidates.I just wanted to release my scores or return my money back.

• Initial Complaint

  Date:04/18/2024

  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.

  Email: *************@***.com I took the ETS exam at 8:10 am on April 16th (China time). On April 17th, I noticed that the system was showing normal scores, but my score was cancelled on April 18th. ETS fabricated that I may have received assistance during the test administration.
  Firstly, I conducted a security check and was the only one in the hotel room. I cannot obtain any help from others! Secondly, there are teachers supervising the entire process, and only after completing the security check can I be eligible to enter the examination system. My device is not a problem. Finally, I believe that ETS engaged in financial fraud, defrauding me of ******* and causing me to spend a lot of money renting hotels to ensure the exam environment, as well as purchasing a bunch of books to prepare for the TOEFL exam. I am very disappointed with the handling of ETS (Educational Testing Service), and my demand is for ETS to stop infringement and restore my score! My demand is for ETS to stop infringement and restore my score! My demand is for ETS to stop infringement and restore my score!

• Initial Complaint

  Date:04/18/2024

  Type:Customer Service 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 a TOEFL test taker, and recently my test scores were put on administrative review without any reason. I have sent multiple emails to ETS asking for the specific basis of the administrative review of my scores, but they have always responded with template answers. I believe I have been treated unfairly. How can they put someone's scores on hold without any reason? Additionally, to comply with the test rules, I am a person with ADHD, and in the week before the exam, I forced myself to practice controlling my body every day to ensure that the exam would not raise suspicion from the examiners. This ultimately led to significant psychological harm for me, which I cannot accept. Without any reason, without providing any basis, arbitrarily holding someone's scores after they have put in tremendous effortI have every reason to believe this is fraud. This is ETS using fraudulent means to earn more registration fees!my information;First name; ************* Last name; **** ETS id ;************

  Business Response

  Date: 05/08/2024

  Dear Test Taker,
  
  ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding your April 15, 2024 TOEFL iBTHome Edition examination. 
  
  Our records indicate the Test Security Specialist assigned to your case has emailed you a letter regarding the status of your April 15, 2024 TOEFL iBT Home Edition examination scores. Please make sure to read the letter and follow the instructions provided.
  
  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:04/17/2024

  Type:Customer Service Issues
  Status:

  UnresolvedMore 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 team,I am writing to formally request an enquiry into the results of my TOEFL test, which was administered on April 13, 2024. My test appointment number is ****************, and I can be reached at **********.Today, I found that my TOEFL score has been cancelled without notification or explanation. This news has left me deeply shocked and perplexed. Throughout the entire test session, I diligently adhered to all test regulations, and the ******* confirmed the validity of my examination process.The unilateral decision to cancel my score, absent any justifiable grounds, not only infringes upon my right to transparency but also raises concerns of financial impropriety, given the associated exam fees. Such actions represent a serious violation of my fundamental human rights. Given that I have not contravened any test protocols, and with the confirmation provided by the *******, the lack of communication regarding this decision is unacceptable. It suggests a breach of trust and integrity in the evaluation process, warranting further investigation.I respectfully request a comprehensive explanation from ETS regarding the circumstances leading to the cancellation of my score. Furthermore, I expect an apology for the distress caused and the immediate reinstatement of my rightful score.Should ETS fail to provide a satisfactory resolution, I am prepared to pursue legal recourse to safeguard my rights in this matter.Thank you for your attention to this urgent issue. I anticipate a prompt and equitable resolution.Best Regards,Ao

  Business Response

  Date: 04/26/2024

  Dear ******,
  
  ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding your April 13, 2024 TOEFL iBTHome Edition examination. 
  
  Our records indicate the Test Security Specialist assigned to your case has emailed you a letter regarding the status of your April 13, 2024 TOEFL iBT Home Edition examination scores. Please make sure to read the letter and follow the instructions provided.
  
  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

  Customer Answer

  Date: 04/26/2024

  
  Complaint: 21591197
  
  I am rejecting this response because:
  

  You didn't answer my question, and email sent to me also didn't answer my question.
  
  Regards,
  
  Ao Sun

• Initial Complaint

  Date:04/16/2024

  Type:Billing 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 registered for two exams on February 27th and added my academic institution as a score recipient. ETS allows you to send up to 4 score reports for free at the time of registration. After registering for the exam though, there is no option to verify or confirm your score recipients. After taking both exams and receiving my test scores, I asked my instituion if they had also recieved my scores to which they replied they hadn't. I emailed and called ETS 3 times to try and see what the issue was and was told I would have to pay $50 for each score report to be sent. When I asked if there was a way for the scores to be sent without payment since I was told they would be free and I already spent nearly $300 on the two exams themselves, I was hung up on once and then told by the manager that there was nothing that could be done without payment.

  Business Response

  Date: 05/01/2024

  Dear ***********************,
  We were notified by the Better Business Bureau (BBB)of your complaint regarding the reporting of your scores to a score recipient,which you intended to be included in your list of recipients for score reporting.  The matter was investigated.
  Our investigation confirmed that your Attending Institution included the name of the institution that you are attending;however, your Score Recipient field was left blank (as shown on your score report).  Your state department received a copy of your scores because the state in which the exam was administered is one of our Automatic Reporting states, where which the score is automatically sent for every test taker who is administered the exam in that state.  A score cannot be sent to an institution unless the request is specifically included on the registration or added up to three days before the test admin, after which time the test taker is required to pay for the service to add additional score recipients.
  Thank you for taking the time to contact us, and we hope that you find this information helpful.
  Regards,
  Praxis Program

• Initial Complaint

  Date:04/15/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took my praxis test Fundamentals 5511 at home on March 31, 2024. I supposed to take it at 1:30 pm but it was delayed to 3:30pm. the ******* had access to my laptop to log me in. He was new in the field he was not able to do it, he tried for hours, the wait of time affected me emotionally, I had antivirus installed in my computer which he said it prevented him to log me in, he asked me to delete the antivirus which I did, I dont think the antivirus was a problem, he installed his program, after that he put his ID numbers and the password and he asked me to start my test but on my end it showed me change station and I took the test at home and the screen is not moving, I called him I asked him what station I need to change, my laptop was frozen, he seems he did not know how to solve the issue he called a woman for help. She fixed it with different numbers and password. She asked me to start my test after hours of waiting. During my test I did not move from my seat the whole time of testing, I did not do anything wrong I used small white board for math as stated in praxis policy and the ******* asked me to use it and I used praxis calculator provided on the screen and it is allowed in their policy.So, I did not get my score since then. I checked the website and found delayed score call praxis with this number I called many times I sent emails and they kept saying, your score under review. It has been under review since March 31, 2024.I need to get my score, to renew my license and school contract. But no response from them. I am confused now, No answers. do I need to register for another test after 28 days from the test day March 31, 2024 or do I need to wait which not sure when I will get my score? I will be losing my job , I need to know if I passed or not. No response from Praxis staff.

• Initial Complaint

  Date:04/14/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am an elementary school teacher who in 2009 used ETS to take the praxis. Recently, I enrolled in an educational leadership program. When it was time to take the **** 6990, I tried to get into my old account. The ******************** website is very unorganized and hard to work. I tried several time to register for the test. Finally, I was able to create a new account. On the day of the test (4/13/24), I tried to show my id, but was not allowed because my current last name (married name) is not on the id. The test administrator told me that I could show my marriage license as proof of the name change. I called ETS and was told no I could not. The representative on the phone told me that my social security was connected to 2 accounts- one with my maiden name and the other with my married name. I asked if the accounts could be merged or if one could be deleted so that I could take the test. I was told no and that if I tried to reschedule the exam I would lose out on another $425. This was very upsetting as the website nor any representatives from the company notified me that I could not create another account. Now I am out of $425 and uncertain about when I can retake the exam. The representative was standoffish and did not offer any alternatives or assistance about how I could be helped. I was told several times that the social matched both names. I offered to bring in my marriage license and updated social security card and was told no. I asked what could be done to rectify the situation and was never provided with a clear response. For 425, I expected guidance or help and received none.

  Business Response

  Date: 04/30/2024

  Dear *************************,
  
  ETS was notified by the Better Business Bureau (BBB) of your concern regarding your recent test admin.  In your complaint, you mentioned that you experienced difficulty in completing your registration, which resulted in the registration being completed in the wrong account.
  
  Our investigation confirmed that you have multiple accounts under different last  names. The system is designed to flag test takers with multiple accounts.  You will experience some difficulty if the account is flagged,and further verification is required.  The pop-up notification shown during the registration process reminds the test taker that the name in the registration must be an exact match to the identification intended to be used on test day.  It is the test takers responsibility to ensure that our policies and procedures are followed to ensure a successful administration on test day.   Test takers are always welcome to contact us by phone,e-mail, or chat with any concerns they may have with our tests and the services we provide.
  
  In light of your concerns, the registration department is contacted to determine if there is anything else that can be done to further assist you.
  
  Regards,
  
  Educational Testing Service

• Initial Complaint

  Date:04/11/2024

  Type:Billing 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.

  Date of transaction Mar 25, 2024 The business is committed to provide ETS ***** IBT English test The test, which was supposed to commence at 2pm JST, was delayed by approximately an hour and forty minutes due to technical difficulties encountered at the testing site.This unexpected delay caused significant distress and anxiety, as my son had another critical engagement shortly after the exam. The stress of the situation severely impacted his ability to concentrate and perform to his potential during the examination.Furthermore, the insistence on the narrative that he chose not to cancelwithout offering him any realistic means to discuss the technical problems with a guardian, due to strict restrictions on entering the testing roomdemonstrates a significant lapse in your organization's procedures. This, coupled with the inability to cancel or address the issue promptly when I reached out a mere three hours after the test, underscores my concerns about the flexibility and responsiveness of ETS's policies.The challenges we've faced are far from unique; a pattern of complaints about the ***** test, particularly regarding delays at the start, is evident on online forums. I am convinced that if such practices persist without intervention, the credibility and popularity of the ***** test will suffer significantly.ETS responded informing me the end of your test session, you opted to report your scores.Once scores are reported, they cannot be canceled. If you chose not to report the score, there is no recourse. You will still lose the payment and would have to pay to retest.The Order#: *********

  Business Response

  Date: 04/15/2024

  Dear *****************************,
  
  ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding your son ****'s April 3, 2024, ***** iBT exam.
  
  Please be advised,Educational Testing Service feels if a candidate fears he or she is negatively impacted the test taker will opt to cancel the scores, therefore the choice is provided at the end of the exam.
  
  At the end of ****'s test session, he accepted the scores. We regret he is therefore not eligible for additional compensation.
  
  Kindly note: The ***** web site has many links, like the following, to provide detailed information on test day procedures and policies.
  
  ******************************************************************************************************
  
  Clicking "What to expect on test day" ******************************************************************************************* offers a video to walk you through the entire testing process from verifying equipment and environment requirements to what to do after your test session.
  
  Bullet points are available online, such as:
  
    Prepare your testing area
    Checking in
    During your test
    Interacting with the *******
    Troubleshooting FAQs
  
  While we empathize with your situation, it would be unfair for us to make an exception for you while denying it to students in other parts of the world where the need is similar or even greater. 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 educational endeavors. 
  
  
  Regards,
  
  ***** Services
  Educational Testing Service