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 (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:06/10/2025

  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.

  Upon making an appointment for the praxis 5001 on June 4, 2025 and paying $180, I was never given an address for the testing location. When I entered my address on the website, the location information given was ***** testing center in *****. That location was not repeated in the confirmation email anywhere.I put that into my ****** maps and there was one location, which I then used as the location on testing day. I arrived 25 minutes early and spent 8 minutes walking the building, trying to get in. It was closed. I then spent 10 minutes on ***************** website looking for other testing centers. There were many! I started calling them and those that were open took my name to see if I was scheduled for testing that day. All the centers were either closed or didnt have my name on their list. I couldnt log into the Praxis website for 10 minutes because my username, which should have been my email, had been altered automatically to only be the first part of my email. By the time I figured that out, my testing appointment time (11am) was well passed. I feel that this institution, which facilitates practice testing, failed to give adequate information for customers to be where they need to be at their appointed testing time. I suffered great distress and inconvenience, and I'm struggling to find another available five-hour slot in my busy life during which two take this test.

  Business Response

  Date: 06/12/2025

  Dear ***** J *******,
  
  ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding your June 7, 2025, Elementary Education:Multiple Subjects (5001) PRAXIS Program examination.
  
  We are sorry to learn that you were unable to take the test as scheduled due to unforeseen circumstances.
  
  We understand how important your test experience is and have thoroughly reviewed the concerns you raised. The test center that you selected at the time of registration was fully operational on the day of your scheduled test. Records confirm that all candidates, including yourself, were provided with the selected address details at the time of scheduling. Additionally,other test takers scheduled at this location were able to arrive on time and complete their exams as planned.
  
  Please note that, as clearly stated on our website *************************************************************************************;, your username is not your email address. You must use the username created during your Praxis account registration to log in. Additionally, once you schedule your test, you will receive a confirmation email from ETS containing all relevant test details, including requirements and test center information.
  
  A free reschedule or refund is not available for missed test appointments. We regret that we are unable to be of assistance at this time.
  
  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

• Initial Complaint

  Date:06/10/2025

  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 registered for a praxis exam Chemistry (5246) for 6/10 at midnight. I missed the exam (no show). I have tried to reschedule the exam based upon the policy published at this link (*************************************************************************************************************). Specifically referring to this language: "If you didnt take your scheduled Praxis test (e.g., you missed the check-in window or had a technical issue), you can re-register and pay for a new appointment within 3 business days of your original test date.Good to know:This does not count as a retake, so the 28-day waiting period does not apply You may select an earlier test date if its available To re-register:Log in to your Praxis Account Select the same test and proceed with scheduling a new date Complete the payment to confirm your new appointment"I have attempted to reschedule via their online portal but have not been allowed to. When I contact customer **********************, they give me the round around of please wait 28 days or please call back in 3 business days both of which would very clearly preclude me from the reschedule policy that ets has published in the provided link.I have requested a lift be placed on my account to allow for me to register for the test or a refund both of which have been denied by multiple customer ********************** representatives.

  Business Response

  Date: 06/12/2025

  Dear William Lowery,
  
  ETS was notified by
  the Better Business Bureau (BBB) that you submitted a complaint regarding scheduling
  a new PRAXIS  Chemistry (5246) Test.
  
  Our record confirmed
  that you contacted our organization directly regarding this matter and we
  responded to you via phone and email.
  
  From our
  perspective, we believe this matter has been addressed. Thank you for allowing
  us the opportunity to review this matter, and we wish you success in your
  professional endeavors.
  
  Regards,
  
  Praxis Program
  
  Educational Testing
  Service

  Customer Answer

  Date: 06/12/2025

  
  
  Complaint: 23449595
  
  
  
  I am rejecting this response because:
  
  
  
  While I have been contacted in regard to rescheduling my exam, I am still struggling to obtain full resolution. During my phone call with the representative, I requested to 1) be refunded for my exam due to the technical difficulties that were experienced during my originally scheduled exam time (after reviewing official documentation from the ISP) or 2) be provided official documentation of ETS's refusal for qualifying this event for fee-waiver as the website suggests ("If your missed test was due to a test day issue (e.g., tech failure or login issue), you may also submit a formal complaint before re-registering. See our Test Day Issue Support page for more information." praxis.ets.org/manage-praxis-test-appointment.html). Neither option for resolution was taken.

  I had originally taken the issue up with my ISP, but as they pointed out the praxis website suggests that free rescheduling would be offered for such an outage. If Praxis is not willing to offer refund for the technical outage, I need an official response indicating so for me to take my case to my ISP for the damages incurred.
  
  
  
  Regards,
  
  
  
  William Lowery

  Business Response

  Date: 06/13/2025

  Dear William Lowery,
  
  ETS was notified by
  the Better Business Bureau (BBB) that you rejected our response regarding scheduling
  a new PRAXIS Chemistry (5246) Test.

  A test taker is responsible for checking in to test at the date
  and time they have selected. Test Takers are provided a grace period of 15
  minutes to appear for their test. When you did not appear on your scheduled
  test date and time, the system recognized a "No Show," and your test
  was canceled.
  
  We are sorry to hear that
  you were unable to connect to your scheduled PRAXIS Chemistry (5246) test on June
  10, 2025, because you had internet connection issues. When the test is taken at
  home, the test taker is responsible for meeting the equipment and environmental
  requirements, along with maintaining a stable internet connection during the
  entire test session

  We regret that we cannot
  comply with your request to provide a refund for your June 10, 2025, PRAXIS
  Chemistry (5246) test registration fee.

  Thank you for
  allowing us the opportunity to review this matter, and we wish you success in
  your professional endeavors.
  
  Regards,
  
  Praxis Program
  
  Educational Testing
  Service

• Initial Complaint

  Date:06/09/2025

  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 writing to formally file a complaint against ETS, the company that administers the Praxis testing program, due to their mishandling of my recent testing experience and their refusal to offer a reasonable resolution.I was scheduled to take a Praxis exam through ETS and paid a $250 fee for this service. Prior to the exam date, I completed all required system checks using the ETS-provided tool, which confirmed that my computer met all technical requirements. I use this computer weekly to take proctored exams for college without any issues.On the day of my exam, the remote ******* experienced multiple technical difficulties. Despite my system meeting all requirements, I was ultimately unable to even start the exam. When I requested to reschedule at a testing center, I was denied. I have since contacted ETS customer ********************** by phone on 6/8/25 (the office was closed) and again on 6/9/25, at which point I spoke with a representative who reiterated that I would get no voucher or rescheduling. Additionally, I sent two follow-up emails and received identical, canned responses denying my request.I want to emphasize that I am not seeking a refund; I am simply requesting a free reschedule or a voucher to take the test at a nearby facility so I can fulfill the requirements for my academic program. The company continues to place blame on my computer despite clear evidence (their own system check and my regular successful use of the device for other proctored exams) that their software or proctoring system is at fault.Upon conducting research, I found that many others have faced similar issues with ETS, and the company routinely denies responsibility while refusing to assist customers fairly and keeps the test fees despite not administering the test.I respectfully request that ETS be compelled to issue a voucher or free rescheduling option so that I may take the test I have already paid for. I believe this is a reasonable and fair solution under the circumstances

  Business Response

  Date: 06/11/2025

  Dear **** *****,
  
  ETS has been notified by the Better Business Bureau (BBB) that you submitted a complaint regarding the Core Combined (5752) test that was scheduled to take on June 8, 2025.
  
  Following a detailed investigation of your test session, our records indicate that your device failed the system checks in the secure browser due to high CPU usage. Additionally, the system detected an unauthorized software application running in the background, which interfered with the secure browsers ability to launch the test.
  
  While our ******* made multiple efforts to assist you through various troubleshooting steps, your device continued to fail the required system checks, and the test could not proceed.
  
  As outlined on the Praxis website At home test equipment, all test takers are advised to complete a final equipment check and resolve any technical issues before checking in for their test. It is essential that all equipment meets the technical requirements and functions properly prior to the scheduled appointment.
  
  We also want to note that while your device may have passed earlier pre-checks or worked during previous exams, consistent system performance and stability are required on the actual day of your test to ensure secure and uninterrupted test delivery.
  
  Unfortunately, based on the findings and in accordance with ETS policy, we are unable to grant a free makeup test in this instance. While ETS provides candidates with the tools and specifications necessary to prepare their systems in advance, it is ultimately the test taker's responsibility to ensure that their device and network fully meet and exceed these standards at the time of testing.
  
  As stated at Praxis At Home Testing Policies, candidates who do not meet the technical requirements will be unable to test and are not eligible for a refund or complimentary rescheduling.
  
  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
  

• Initial Complaint

  Date:05/29/2025

  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.

  On May 17, 2024, I purchased two GRE practice tests from ETS as part of my test registration for $220. The order confirmation and ETS’s FAQ clearly stated that the tests would be available for 90 days from the date of first access. I did not access the tests at any point.
  
  When I returned to begin studying in May 2025, I found that the tests had expired. I inquired with ETS customer service, who informed me that the materials expire 90 days after purchase, regardless of access. This contradicts the policy stated in the receipt and FAQ.
  
  ETS now refuses to reinstate access or offer a refund, citing a note buried in the product details that contradicts the more prominent and consumer-facing information. I believe this is a deceptive business practice and a violation of fair consumer expectations.
  
  Moreover, ETS has retained my payment for a service I was never able to use, despite not violating the stated access terms. I believe this constitutes an unfair denial of service.
  
  I am requesting that ETS either:
  - Reinstate access to the two practice tests I purchased, or
  - Provide a refund or credit for the unused materials.

  Business Response

  Date: 06/06/2025

  Dear
  ****** *********
  
  ETS was
  notified by the Better Business Bureau (BBB) that you submitted a complaint
  regarding the GRE Test Preparation Products you purchased on May 17, 2024.
  
  Our
  records indicate that the Order Services team has recently been in contact with
  you regarding your concern.
  
  The Official
  GRE Mentor Prep Course voucher must be activated within six months of
  the date of purchase. The PowerPrep Plus online practice test that was included
  with your GRE Mentor Prep Course must be completed within 90 days of purchase.
  This information is available on our website at ************************************************************* and in your ETS GRE account.
  
  We are
  unable to offer a refund or reinstate access to expired products in accordance
  with ETS policies.
  
  Thank
  you for granting us the opportunity to provide clarification regarding your
  complaint with the Better Business Bureau. We wish you continued success in
  your educational endeavors.
  
  Regards,
  
  GRE
  Services
  Educational
  Testing Service
  

  Customer Answer

  Date: 06/12/2025

  
  
  Complaint: ********

  I am rejecting this response. ETS continues to assert that their policies are clear and unambiguous, while restating information that directly contradicts materials on own website.

  I’ll emphasize once again that the purchase confirmation and FAQ state that “each practice test is available for 90 days from the date that it is first accessed.” Note that this is NOT referring to the practice test results, but to the tests themselves.

  Nonetheless, it is clear that ETS is not interested in engaging with my complaint in good faith. In their responses, ETS has ignored their contradictory policies and has not even made a commitment to update their inaccurate materials.

  ETS’ policies are conflicting, unclear, unfair, predatory, and clearly illegal. Their customer service is shoddy, disingenuous, and wholly unsatisfactory.

  Be advised that I will be filing suit against ETS in relation to this matter.
  
  Regards,
  ****** ******** 

  Business Response

  Date: 06/17/2025

  Dear ****** *********

  ETS was notified by the Better Business Bureau
  (BBB) that you rejected our answer concerning our policies for your purchased study materials.

  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 service 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 educational endeavors.
  

  Regards,

  GRE Services
  Educational Testing Service

  Customer Answer

  Date: 06/17/2025

  
  
  Complaint: ********
  
  
  I am rejecting this response.

  ETS has not offered a refund or a replacement, nor have they committed to update their inaccurate policy documents. It is clear that no amount of arguing will encourage them to take responsibility for their predatory actions as a company. It is no wonder that this despicable organization has a grade of F and an average rating of 1.06. This has been truly the worst customer service I have ever experienced.

  I am NOT satisfied with ETS’ efforts, but I will not be engaging in further dispute through this channel. See you in court.

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

• Initial Complaint

  Date:05/28/2025

  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.

  On May 14th, 2025, I took the TOEFL exam and paid $283. Before,I had requested a score review of my TOEFL test on April 7th 2025, and paid $160 for score review service, bringing the total expenditure to $390. However, I was notified that my score had been canceled, I had strictly used publicly available materials to prepare for the exam, yet the authorities canceled my score under the name of an "originality issue.” And they did not report any score to my institute.
  
  If the authorities only aim at earning profit while ignoring to improve the entire exam process, it will become a nightmare for all test-takers. In my view, canceling scores under the name of "increasing credibility" is nothing but a trick that drastically erodes test-takers' trust. While the authorities may earn their profits in the short term, they are fundamentally damaging their own reputation. What they have done to me is a form of deception. Forcing me to take the test a third time under the false excuse that my answer constitutes "unoriginal material" is unfair.
  
  I wrote a four-page Email, carefully explaining all the evidence that proved my work was completely original. Unfortunately, my efforts were in vain, as I only received a generic, pre-written response. After that, I called the number in the email I received, trying to get some answers. However, the customer representative repeatedly told me that they were not allowed to give any details about why my score was canceled. They didn’t offer me any help. It seemed like no one was willing to take responsibility. I kept getting transferred between the OTI department and the customer service representatives, without getting any real help or solutions.I was wondering what’s the purpose of establishing customer service department if they can’t solve any problem.
  
  I sincerely hope that ETS can reinstate my score. If that’s not possible, I request a full refund of my test registration fee.

• Initial Complaint

  Date:05/27/2025

  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 Sunday, May 18 at 2:00 PM East Coast time, I attempted to log on to take a Praxis exam to add to my current educator certification. Prior to logging on, I completed every system check and removed all administrator "blocks" that could prevent me from properly downloading ETS's secure browser. Because PA requires this test from this company, I am forced to pay their prices and use their company, so this is my only option. There is no alternative.I was connected with a live ******* and went through an extensive process of panning a camera around my room, removing my watch, putting my face close to the camera to prove my glasses didn't have hidden cameras, etc. I made it all the way to the final stage wherein I was asked to press "Start Test" on the screen. Upon doing so, the secure browser closed. I repeated this process several times.After several tries, the ******* asked me if I was using a work or home computer. I informed her it was a work computer and she (either falsely or incorrectly) said that work computers were "strictly prohibited." Those were her exact words. Though no such rule exists anywhere on ETS' site and does not seem to exist - period.I tried to use two other computers to no avail. Those other computers were insufficient to the testing requirements. I admit that. But, I wouldn't have given up troubleshooting my original computer had the ******* not said that computer was PROHIBITED. In reaching out to ETS, on two occasions, I received a form-based response clearly not addressing the core issue: that the ******* gave me incorrect information (or lied to me- I don't know which). ETS claims a "firewall" from my employer prevented the test from launching. This is flatly untrue and I have documentation from my employer stating no such firewall exists.ETS refuses to refund my money for a test I did not take insisting the problem was my technology, not their ********* inadequate or inappropriate handling of the issue.

  Business Response

  Date: 06/03/2025

  Dear ***** S. ********,
  
  ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding the Praxis Social Studies (5581) examination scheduled for May 18, 2025.
  
  We understand that you completed the necessary system checks and followed the pre-test instructions prior to launching your exam, and we regret any inconvenience you experienced during the exam launch process or in your interaction with the *******.
  
  As mentioned on the Praxis website ****************************************************************************************************** or school-issued computers are not compatible with the secure testing platform. This is because such devices often have administrative restrictions or security protocols in place that can interfere with the installation or proper functioning of the ETS secure browser. While your system may have passed the initial checks, these restrictions can still prevent a successful test launch, as appears to have occurred in your case.
  
  Please note that the system checks conducted before the test primarily detect hardware-related issues with your computer. This includes aspects such as hardware functionality, compatibility, and overall system performance.
  
  Candidates are responsible for ensuring that they are using equipment that meets the technical requirements outlined on the Praxis ********** the equipment you attempted to use did not meet those specifications, we are unable to comply with your request for a refund or a free reschedule.
  
  Thank you for the opportunity to clarify our position regarding your BBB complaint. We wish you continued success in your professional endeavors.
  
  Regards,
  
  Praxis Services
  Educational Testing Service

  Customer Answer

  Date: 06/03/2025

  
  Complaint: 23381233
  
  I am rejecting this response because:
  
  This is generally the exact same form-letter response I received via email and it still disregards my complaint and continues to assert false information. 
  

  ETS has made an assumption that my computer had the inability to launch their test and that I am responsible for that. 
  

  They are disregarding my complaint against the ******* by apologizing I had difficulty with her. This is not a matter of being a dissatisfied customer. I am not filing a complaint with the BBB because I didnt like somebodys attitude. Im filing it because the ******* provided me with flatly incorrect information. She either lied to me or did not know the regulations herself when providing me with them. 
  

  ETS cannot support their proctors actions. So, they are pivoting  

  ETS continues to insist on making this about a supposed firewall on my computer that does not exist. But, even if it did, this is not the issue and their refusal to address the actual issue is why Im here and am filing with the State Attorney General as well. 
  

  I have read the quoted material they keep citing from their website. Theyve sent me the same quoted material with each response, yet this material continues to be irrelevant to the point of the complaint. 
  

  Had I stuck with my original laptop, Id have been able to make adjustments to launch their test. It was only because the ******* told me work computers are strictly prohibited (those are her exact words) that I tried two other machines unsuccessfully. 
  

  It is for the work computers are strictly prohibited assertion I am filing this complaint. It is not because I refuse to admit there was a restriction on my computer. There was not.
  

  My frustration in this grows with each response from ETS that ignores my concern as they set up a Straw Man argument against my filing. 
  

  If ETS can offer a reasonable justification for their proctors actions, Id consider this matter closed. If theyd refund my money, Id consider it closed  

  As of now, this matter is not closed  

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

  Business Response

  Date: 06/06/2025

  Dear Casey *. ********,
  
  ETS was notified by the Better Business Bureau (BBB) that you rejected our previous response regarding the Praxis Social Studies (5581) examination scheduled for May 18, 2025.
  
  After a thorough investigation, we found that you were unable to proceed to pass the system checks page within the secure browser. When the ******* inquired about your device, you indicated that you were using a work-issued computer. The ******* then advised you that testing on a work device is not permitted, as it may include restrictions or security settings that interfere with the testing software. This policy is clearly stated on the Praxis website prior to test registration.
  
  Following this, you attempted to switch devices. However, the desktop you attempted to use had a non-functioning webcam, and you tried to use two devices simultaneously, which is not allowed under test security protocols. Later, when trying to access the test from another device, you experienced microphone issues that prevented communication with the *******.
  
  It is the candidates responsibility to ensure that their equipment meets the technical requirements outlined by ETS. These requirements are available in detail on the Praxis website and are shared multiple times prior to the test day to help candidates prepare adequately.
  
  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
  
  

• Initial Complaint

  Date:05/27/2025

  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.

  Date of transaction: May 21, 2025
  Amount paid: USD $212.50
  Business commitment: ETS committed to delivering my TOEFL iBT score within 4–8 days after the test date, as typically expected and experienced by other test takers.
  Nature of the dispute: My score is marked as “Scores Delayed” due to an administrative review, with no clear explanation provided. Although ETS states that reviews typically take 2–4 weeks, I have not been informed of any specific reason for the delay.
  Steps taken to resolve the issue: I contacted TOEFL Services via email but only received a generic auto-response. No representative has explained the situation or provided a timeline.
  Impact: I urgently need my TOEFL score for graduate school applications. The delay without clear communication is affecting my ability to apply on time.
  
  I am requesting that ETS provide a clear reason for the delay, an estimated timeline for score release, and expedite the review process if possible. I am not asking for a refund—I am asking for accountability and transparency.

• Initial Complaint

  Date:05/26/2025

  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.

  On May 11, 2025, I attempted to take the TOEFL Home Edition exam through ETS. I successfully passed all security checks, but the test never started after I clicked to begin. The Proctor who was monitoring my session attempted to help but could not resolve the issue.
  
  The Proctor instructed me to log out and try a different computer. I followed their instructions, but when I returned to the platform, my session had already been cancelled. I was never able to access or answer any part of the exam.
  
  Later, I received a message from ETS stating that I had canceled my scores and must pay $20 to reinstate them. This is not true. I never began the test or submitted any responses, and I never requested to cancel my scores. This issue was purely technical and acknowledged by the Proctor.
  
  I contacted ETS multiple times by email and phone to explain the situation and request either a refund or a free rescheduling of the test. However, they insisted that I had canceled the scores and must pay to recover them, which is unfair and inaccurate.
  
  This situation has caused financial and emotional distress and has disrupted my academic plans. I am requesting that ETS either:
  
  Reschedule my test at no additional cost, or
  
  Provide a full refund of the test fee.
  
  I have attached screenshots of the email responses I received from ETS to support my case.
  
  For reference:
  ETS ID: ********
  Test Date: May 11, 2025
  Email: ***************@*****.***
  
  Thank you for your support in resolving this matter.

  Business Response

  Date: 06/03/2025

  Dear ***** ********,
  
  ETS was notified by the Better Business Bureau (BBB) that you
  submitted a complaint regarding your TOEFL iBT test that was scheduled to take
  on May 11, 2025.
  
  Our records indicate that our team has recently been in contact
  with you regarding your concern.
  
  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,
  
  TOEFL Services
  Educational Testing Service

  Customer Answer

  Date: 06/04/2025

  
  
  
  Better Business Bureau:
  

   

  I am writing to confirm that the company Educational Testing Service (ETS) has resolved my complaint to my satisfaction.

  Following the intervention of the BBB, ETS has re-scheduled my TOEFL exam to be taken in person in Bogotá on June 14, 2025, as I had originally requested. I am pleased with this outcome and no further action is needed at this time.

  Thank you very much for your assistance in helping me resolve this matter.

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

• Initial Complaint

  Date:05/24/2025

  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.

  To whom it may concern,Im filing a formal complaint against ETS, provider of the ***** iBT Home Edition.On May 26, 2024, during the tests halfway point (after the Listening section), I assumed a 5-minute break and raised my hand to ask for bathroom permission. No one responded. I kept calling for a ******* while the Speaking section had already begun. Several minutes passed with no reaction, despite the requirement for a ******* to be present at all times.Had the ******* responded and simply said No, just continue, I would have resumed without stress or missing questions. When the ******* finally replied, I had already lost two speaking questions. She assured me I could take a 5-minute break and that the Speaking section would restart. Relieved, I agreed.However, the test resumed at the missed questions, not the beginning, making the session pointless. I told the ******* I could not continue and exited.I reported this immediately and followed up repeatedly for almost a year without proper resolution. I was directed to ETS Returns *************************************** who initially replied, asked for details, and confirmed the issue was forwarded. I followed up again, received a brief reply, and then silence.I contacted ETS Returns several more times and never heard back. Meanwhile, general support kept referring me to the same address that no longer responded. I also requested a review of the sessions video or audio recording, but received ********** requesting a 530 USD refund (test, rescheduling, prep course), acknowledgement of ******* failure, clarification about the **************************** not seeking to retake the test. I lost the chance to apply to my university because I expected a June 2024 retake, which ETSs inaction made impossible.I hope this public complaint finally forces ETS to take responsibility.

• Initial Complaint

  Date:05/21/2025

  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.

  Purchased an online certification test for teaching. I purchased the test and went through the procedures. Company said camera and microphone did not work and system detected other monitors. Camera and microphone worked on my end. Called company to let them know. Customer support was no help and wrote up a claim to his tech department. Email received back said it was my fault and that nothing could be done and I forfeited the money and could not reschedule test, but could buy it again and try again.

  Business Response

  Date: 05/23/2025

  Dear ******* T ******,
  
  ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding your May 16, 2025, Praxis ************* Mathematics (5164) examination.
  
  We are sorry to learn that you were unable to start your test as scheduled. As outlined on the Praxis website at ****************************************************************************************************** takers are instructed to run a final equipment check and resolve any technical issues prior to checking in for their exam. All such issues must be addressed before the scheduled appointment time. It is the test taker's responsibility to ensure a stable internet connection, functional camera and microphone, and sufficient memory on their computer in order to successfully complete the Praxis test.
  
  We recommend that candidates download the secure browser in advance of their test time and use it to perform a full system check to confirm that their equipment meets all required technical specifications.
  
  Upon investigation of your case, we found that your camera and microphone were not functioning properly within the secure browser environment.While your system may have passed a prior pre-test check or worked during previous exams, it is essential that your camera and microphone function consistently and correctly on the actual test day within the secure browser to ensure a secure and uninterrupted testing experience.
  
  Because the equipment you used did not meet the technical requirements specified on the Praxis website, we are unable to offer a refund or a free reschedule.
  
  To take the exam again, you will need to register and pay the full test fee. Please note that you do not need to wait 28 days after your original test date to retake this particular exam. If you wish to schedule a new appointment sooner, our Praxis Customer ********************** team is available to assist you with registration within that timeframe.
  
  Thank you for giving us the opportunity to address your concerns submitted through the Better Business Bureau. We wish you all the best in your future professional endeavors.
  
  Regards,
  
  PRAXIS Services
  Educational Testing Service