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Business Profile

Educational Consultant

Educational Testing Service (ETS)

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

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    Customer Complaints Summary

    • 2,475 total complaints in the last 3 years.
    • 449 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/24/2023

      Type:Customer Service Issues
      Status:
      Unanswered
      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 ***** test on the morning of November 14th. I downloaded the test software and tested the Internet speed, sound card, video, etc., all of which were correct. The invigilator also checked the surrounding environment before the test, and sent an email on December 21st to inform me of the results. Cancellation, and the reason for cancellation is "because you may have received assistance during the test administration" (because you may have received assistance during the test administration) (I can't give you a score, the robot's answer). I would like to ask, what kind of help did I get? First, I took the exam alone at home, and second, there was an invigilator throughout the whole process. Third, I completed all the exam content on time. Fourth, my network, video, and sound card are all normal. My appeal is: to have my test scores reinstated. If it cannot be restored, please provide the reasons and evidence for the cancellation of my results, including pictures, videos, and explanations.

    • Initial Complaint

      Date:12/23/2023

      Type:Customer Service Issues
      Status:
      Answered
      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 officer, Im sorry to bother you! My name is ********************* and I took the GRE offline test on December 10, 2023. And my information: ETS ID is: ****************, Email is: ****************** Date of birth: November,7, ****. Today I'm told by ETS ***** that it's under administrative review and I dont know how far the case has been processed and when the review can be completed. I passed all the tests and completed the exam very smoothly. But I find my scores status is still checked in +blank for more than 10 days. The delay of the score really depressed me because it strongly affects my application to graduate schools of ***. The deadline of these applications are in December and they are strict deadline. Missing this deadline means forcing me to give up my dream school. I've spent a lot of time every day for the past several months to prepare for the test. Getting the score is really important for me. I need to receive my GRE score as soon as possible in order not to miss the deadline. Given the urgency of my application, I kindly request that ETS expedite the release of my GRE offline test score within the next few days. Please contact with me as soon as possible. And I hope to get my score as soon as possible. Thank you so much!

      Business Response

      Date: 01/11/2024

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

      ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding your December 10, 2023, TOEFL iBT Home Edition examination.

      Our records indicate that your scores are now available. Please log into your account to view your scores.

      Thank you for granting us the opportunity to provide clarification regarding your complaint with the Better Business Bureau. We wish you continued success in your educational endeavors.

      Regards,
      Office of Testing Integrity (OTI)
      Educational Testing Service

    • Initial Complaint

      Date:12/22/2023

      Type:Customer Service Issues
      Status:
      Answered
      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 trust this message finds you well. I am *******************, and I am writing to express my urgent concern regarding the delayed release of my TOEFL Home Edition scores.I completed the test on December 11, 2023, with the appointment number ****************. Regrettably, my scores were initially placed on hold, and despite my attempts to seek clarification through email, I received only automated responses. Furthermore, my phone inquiries to your support team were met with discourteous responses, leaving me anxious and uncertain about the status of my score release.While I understand that various factors may contribute to score holds, the lack of communication and transparency on the expected release date has intensified my concerns. I kindly request your prompt assistance in providing information on when I can anticipate the release of my TOEFL Home Edition scores.Your attention to this matter and a clear response would greatly alleviate my anxiety. I sincerely appreciate your understanding and assistance in resolving this issue.Thank you for your prompt attention.Best regards,******************* TOEFL Registration Number: ****************

      Business Response

      Date: 01/11/2024

      Hello ****************,


      We at ETS are highly committed to quality standards and fairness.?? After every test administration,we go to great lengths to ensure each test result we report is accurate and valid.? All scores are placed on hold for the duration of the Review.? Most of these routine reviews are completed in about four weeks however, in rare cases,the review can take longer.?We sincerely regret any inconvenience that you may experience, and we hope you understand these measures are necessary to ensure the validity and fairness of the ***** scores for all test takers.  


      The administrative review pertaining to your December 12, 2023 ***** iBT Home Edition scores has been completed. Our records indicate that your scores are now available. Please log into your account to view your scores.


      Thank you for granting us the opportunity to provide clarification regarding your complaint with the Better Business Bureau.We wish you continued success in your educational endeavors.


      Regards,
      Office to Testing Integrity (OTI)

    • Initial Complaint

      Date:12/22/2023

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.

      I hope this message finds you well. My name is *********, and I took the ***** Home Edition on December 11, 2023. I am reaching out to express my concerns regarding the delayed release of my test scores.After completing the test, my scores were initially placed on hold, and despite my efforts to seek clarification via email, I received only automated responses. Additionally, my attempts to contact your support team by phone were met with discourteous responses, which has left me frustrated and concerned about the status of my score release.I understand that various factors can contribute to score holds, but the lack of communication and transparency on the expected release date has added to my anxiety. I kindly request your assistance in providing information on when I can expect the release of my ***** Home Edition scores.I genuinely appreciate your attention to this matter and your prompt response. Clear communication on the status of my scores would greatly alleviate my concerns.Thank you for your understanding and assistance.Please contact me by email, I alway miss my phone.Best regards,

      The reference number for my test is 2729512239339400

      Business Response

      Date: 01/11/2024

      Dear *********,

      ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding your December 11, 2023, 2023, TOEFL iBT Home Edition examination.

      Our records indicate that your scores are now available. Please log into your account to view your scores.

      Thank you for granting us the opportunity to provide clarification regarding your complaint with the Better Business Bureau. We wish you continued success in your educational endeavors.

      Regards,
      Office of Testing Integrity (OTI)
      Educational Testing Service

    • Initial Complaint

      Date:12/21/2023

      Type:Customer Service Issues
      Status:
      Unanswered
      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.
      Subject: Extremely Urgent Regarding Score Reports Sending Dear office,My name is *****************, my registration number is *******, my email is ********************** my phone number is **************. I am writing to express my deep concern and frustration regarding the score reports sending of my November 25th scores by ETS. I submitted my application to deliver the November 25th GRE to ************************************ on December 21st. The urgency of this matter is heightened by the fact that ************************************ must receive an official test scores from ETS sent by December 27th, which is the deadline for my dream college. The delay from ETS has put my application in jeopardy and threatens to impact my academic aspirations adversely. The outcome of this situation could significantly influence my entire future.I kindly request your assistance in investigating this matter and ensuring that ETS sends my November 25th scores to ************************************ without further delay. Time is of the essence, and your prompt attention to this issue is crucial to my academic and personal well-being. Thank you for your understanding and assistance in resolving this matter.*****************

    • Initial Complaint

      Date:12/21/2023

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My name is ********* ******** and I took the GRE test on December 6, 2023. My ETS ID is ********* my email is ****************************, my date of birth is July 11, 2002, and my appointment number is ****************. I have been informed by ETS representative Anita that my test is under administrative review. However, I am uncertain about the progress of this review and when it will be completed.

      I completed all the tests smoothly, and there were no interruptions or issues pointed out by the invigilator during the exam. However, I have noticed that my score status has been marked checked in +blank for more than 15 days. This delay is quite distressing as it significantly affects my applications to graduate schools. The application deadline is January 5th, and it is a strict deadline.

      With the approaching Christmas holiday, I am concerned that the review of my test will be further delayed. Additionally, the schools require submission of my scores before the end of the Christmas holiday. Missing this deadline would mean losing the opportunity to attend my dream school.

      I have dedicated a significant amount of time every day over the past several months to prepare for this test, and receiving my score is crucial for me. Due to this urgency, I kindly request that ETS expedite the release of my GRE Home Test score within the next 48 hours. Alternatively, I would appreciate if an analyst could contact me via email to discuss the matter.

      Please contact me as soon as possible. I am looking forward to receiving my score promptly. Thank you very much for your attention to this matter.

    • Initial Complaint

      Date:12/21/2023

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My name is *********************, and I took the ***** iBT Home Edition test on December 12th, 2023. My appointment number is ****************, ETS id is ********, birthday is Oct 30th, ****. My email address is ********************** It's been 10 days since I took the test and I still haven't received an official score report from ETS or an email notification that my score has been canceled. Everyone who took the test with me had already gotten their scores. On the 8th day, I anxiously sent emails and contacted ETS officials by phone. Unfortunately, I was told that I could only wait silently for the email. I was not told why my scores were canceled and there was no way to expedite their delivery. My exam was conducted with absolute integrity and I passed all the exams under the supervision of the ******** without violating any of the exam rules. My ******* inspected my test environment and computer and found that I met all test requirements. One, I was the only one in my home taking the exam, two, I had a ******* the entire time. Three, I completed all of the exam content on time. Four, my internet, video, and sound card were all working. I prepared for the exam for almost 8 months, slept almost 5 hours a day, and studied hard every minute. In addition, the deadline for my application to ********************************** was January 3rd. Missing this deadline meant that I had to give up on my dream school. It is amazing that self-disciplined test takers who have put a lot of effort into their exams have suffered long delays. I hope that ETS will address my situation soon. I am so exhausted and haven't slept much in three days, which has seriously affected my mental state. I hope the auditor can help me.Finally, I wish you and those around you Merry Christmas. Looking forward to your reply.

      Business Response

      Date: 01/11/2024

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

      ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding your December 12, 2023 TOEFL iBT Home Edition examination.

      We at ETS are highly committed to quality standards and fairness.?After every test administration,we go to great lengths to ensure each test result we report is accurate and valid.? All scores are placed on hold for the duration of the Review.?Most of these routine reviews are completed in about four weeks however, in rare cases,the review can take longer.?We sincerely regret any inconvenience that you may experience, and we hope you understand these measures are necessary to ensure the validity and fairness of the GRE scores for all test takers. 

      Our records indicate the Test Security Specialist assigned to your case has emailed you a letter regarding the status of your December 12, 2023 TOEFL iBT Home Edition 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:12/21/2023

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My name is ***** *****, and I took the GRE test on December 8th, 2023 at Home Online. My ETS ID is ********. My email address is ************************. It has been 13 days since I took the test, and I still have not received any official score report from ETS. The people who took the test with me have already given their results. I anxiously consulted the ETS Team and they told me that my test was under administrative review. However, my exams were conducted with absolute integrity, and under the guidance of the invigilator, I passed all the exams without violating any exam rules.

    • Initial Complaint

      Date:12/21/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I paid for a toefl ibt at home, it was scheduled for December 17,2023 at 2:00pm. I sat down for it at 13:30pm and i got everything ready. I launched the exam from the link they provided in the confirmation email since the website was down, so i waited for the clock then it took me the guardian browser i followed the instruction then i got connected to a proctor who couldn't access my camera from their end so he transferred me to a technician who solved the issue, but then he told me to give him permission to restart the pc, he also told me that once the pc reboots i will get connected to him automatically, so he restarts the pc without closing any open windows it took a little time for it to turn on but when it did i didn't get connected to him like he said. So i had to open my email again and launch the exam it took more time to get connected to another proctor this time when i gave him access to the pc it took too long and it didn't work and then he disconnected, i checked if it was my internet but it was working fine. On my final attempt i got connected to another proctor who actually did a great job he worked through everything and checked that everything was working fine he went to setting and he turned off some stuff then he opened the ETS browser he checked my system and he logged me in, but when he tried to click begin exam a red message appeared on top saying that the time has passed. I contacted ETS and they took some days i tried calling but i couldn't then i got an email saying that the issue is being handled by the ETS Office of Testing Integrity and it may take a few days, i waited but there was no response so i called them and they told me that they have sent an email saying that scored are canceled because i had an unauthorized software operating. which is not true, the proctor told me i can take the exam after he checked the pc, and i didn't even start the exam. I want at least to take the exam again without paying that's the least they can do.

      Business Response

      Date: 01/10/2024

      Hello ****** ********

      ETS was notified by the
      Better Business Bureau (BBB) that you submitted a complaint regarding your
      December 17, 2023 TOEFL iBT® Home Edition examination.

      The Test Security Specialist
      assigned to your case will be contacting you shortly regarding your December 17,
      2023 TOEFL iBT® Home Edition examination scores.

      Thank you for granting us the
      opportunity to provide clarification regarding your complaint with the Better
      Business Bureau. We wish you continued success in your educational endeavors.

      Regards,
      Office of Testing Integrity
      (OTI)
      Educational Testing Service

      Customer Answer

      Date: 01/11/2024

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]



      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.




      Regards,


      ****** *******

    • Initial Complaint

      Date:12/21/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My name is ****** **, and I took the GRE test on December, 10, 2023. My appointment number is **************** My email address is *************** It has been 11 days since I took the test, and I still have not received any official score report or suspension notice from ets. All of the GRE tests that I have taken before were released score in 9 days. I anxiously consulted the A.I. on the ets website, and Anita told me that my test was under administrative review. However, my exams were conducted with absolute integrity, and under the guidance of the invigilator, I passed all the exams without violating any exam rules. I have worked very hard to prepare for the test for five months, and this is my fifth time taking the GRE. I have not had any problems in my previous scores, and I am only four points higher than last time. So far, I have emailed several time about this issue to ETS, but I have received no response, and my complaint email has been rejected for no reason. In addition, the deadline for my application to Yale SOM is December 28. Missing this deadline means I have to give up my dream school. It is surprising that self-disciplined candidates, who put a lot of effort into their exams, can suffer long delays. I hope ETS will deal with my case as soon as possible. Due to the unexpected delay affecting my application submission, I am so exhausted and haven't slept much in three days, which has seriously affected my mental state. I hope the auditor can help me.
      I wish you and those around you a happy Christmas. Looking forward to your reply.

    Educational Testing Service (ETS) is NOT a BBB Accredited Business.

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