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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:12/21/2023

      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.
      Dear bbb:I have a TOEFL home test that was hold and I would like to inquire about the reason I'm sure there are no irregularities or cheating, please tell me the reason.My information is below Thanks!o Last name : ****** oFirst name :kong o Complete mailing address at the time of the test:***************** o Complete current mailing address (if different) no different o Email address on account : **************************** Date of birth :28/05/2000 o Phone number on account :*********** o Registration/ETS ID number/Order number ********************************

    • Initial Complaint

      Date:12/20/2023

      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.
      Dear ETS,I am writing to express my concern regarding the delay in the release of my GRE score. My name is ***********************, and my ETS ID is ********. I took the GRE at-home test on December 3rd in *****************, and to date, my scores are still under review, which has caused a significant delay.I want to reiterate that I have adhered strictly to all testing policies and procedures as stipulated by the ETS. The integrity of my exam is of utmost importance to me, and I can assure you that I complied with all the rules and regulations under the supervision of the *******.As the application deadlines for graduate programs are fast approaching, the absence of my GRE score is becoming increasingly detrimental to my application process. It is crucial for me to have access to my scores as soon as possible to complete my applications in time.I understand that reviews are necessary to ensure the validity of the test scores, but I kindly request that my situation be considered with urgency. I would greatly appreciate if you could provide me with an update on the status of my score report or any actions that I can take to expedite the process.Please contact me via email at *************************** for any further information or clarification that might be needed.Thank you for your attention to this matter, and I am looking forward to a prompt resolution.Warm regards,*********************** ETS ID: ********

    • Initial Complaint

      Date:12/20/2023

      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.
      Dear BBB,My name is Fang ****, and I am writing to express my deep dissatisfaction and disappointment with the recent cancellation of my test score. My ETS ID is wangfangqaz, my Email is ************************* and the test appointment number is ****************. The test in question was taken on December 11, 2023.I am deeply saddened and disappointed by ETS's decision, and at the same time very angry. This decision not only damaged my reputation, but also caused me financial loss. The registration fee is not a small amount for me, so I spent a lot of time and energy preparing for the test in order to get an ideal score. But ETS's decision directly negates all of my efforts. And my application has already passed the deadline. I don't have the time, money or energy to do it all over again. I was so disappointed and hopeless that I began to doubt myself. they even suspected me of cheating during the test. I can guarantee that I have completed the questions independently during the test. I categorically deny that I have participated in any activities that resemble cheating during the test! If I have ever acted suspiciously during the test, the ******* can stop me at the time, rather than cancel my score after the test! And I have met many cases around me who completed the test independently but finally had their scores cancelled for no reason! The reason why I chose ETS at the beginning is that their website says that they can finish the test and get a quick score. My deadline was approaching, so I chose to trust ETS. But as a consumer, I am not satisfied with the results that ETS has given me. More and more examples of cancellation make me start to question the authority of ETS! Are they just trying to make us take the test multiple times so they cancel our scores for no reason so they can earn registration fees? I formally request that ETS reconsider its decision and reinstate my test scores. In addition, I urge ETS to refund the fees associated with the test as a recognition of the excessive stress and financial strain this situation has caused. I look forward to a resolution that upholds the principles of fairness and justice. If ETS does not solve my problem, I will take legal action.

    • Initial Complaint

      Date:12/20/2023

      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.
      Dear ******** ** name is *****************, and I took the ***** test on December 10, 2023 02:10 PM, - ***** Time - Aisa/********. ** information: ETS ID is: ********, Email is: ******************** Date of birth: January 20, ****, Appointment number:5121212239340629. Throughout my test I followed the ETS requirements for the ***** test and the whole process was very smooth with no problems. The invigilator did not interrupt me or point out any questions during the exam, which can be evidenced by the video recording of my exam process. But, my ***** score was always in the "not available" status for more than 9 days and then on the 10th day ETS canceled my score. I received an email from ETS on December 17, which said that my ***** score was postponed, but the email didn't give any reason for the postponement of my score. ETS just said "they are under administrative review", which is very unacceptable to me. And ETS did not provide any explanation or justification after canceling my ***** score. The delay of the score really depressed me because it strongly affects my application to graduate schools. The deadline of these applications are at January 1 and they are strict deadline. So, there is no additional time for me to allow me to take another ***** test. This approach by ETS I think is ridiculous. Missing this deadline means forcing me to give up my application to my dream school. It would be very damaging to me mentally.I need to receive my ***** score as soon as possible in order not to miss the deadline. I have suffered from sleep deprivation and a great deal of psychological stress for these days. Given the urgency of my application, I kindly request that ETS expedite the release of my ***** Home Test score within the next 48 hours, before the Christmas holiday. Please contact with me as soon as possible. And I hope to get my score as soon as possible. Many thanks!

    • Initial Complaint

      Date:12/19/2023

      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 10, 2023. My ETS ID number is 7RFGF5DB, my appointment is **************** and my email address is ****************** It has been 9 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. My deadline for application of my dream school (University of *********) is December 29, 2023, it is very urgent. I anxiously consulted the **** on the ETS website, and ***** 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. This is my second time to take the GRE test, I didn't pass the GRE test for the first time in October 20, 2023, so this time I have studied harder, sleeping almost 5 hours every day, and studying hard in every moment. So far, I have emailed ************************************ to request a reply and my scores, but I have received no response, my complaint email has been rejected for no reason. In addition, the deadline for my application to University of ********* is December 29. 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 this situation has seriously affected my mental state. I hope the auditor can help me. Considering it's almost Christmas, I was even more anxious and worried because of the vocation. Finally, I wish you and those around you a happy coming Christmas. Looking forward to your reply.

    • Initial Complaint

      Date:12/19/2023

      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 took the ***** Home EDition test on December 11, 2023 and paid the registration fee of US$245.However, three days after the exam, I was informed directly by email that my results were cancelled, because I was suspected of received assistance, and no specific reason was given. No evidence was given that I cheated.I thought about why I was suspected of received assistance. It might be because during the speaking part, I was used to taking notes and speaking while looking at the notes on the whiteboard instead of staring at the screen. Doesn't this just mean that I took the exam completely on my own? I did the exam entirely based on the notes I took on my own. I solemnly declare that I did not have any received assistance in any way in the exam. So, I don't accept this result at all!!!I spent a lot of effort and a long time preparing for this exam, but the result was that it was canceled without reason. This completely violated my personal interests, slandered me for cheating, and also violated my reputation. I was very angry.I hope ETS can review and restore my score.

      Business Response

      Date: 01/08/2024

      Dear *******************,

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

      Our records indicate the Test Security Specialist assigned to your case has contacted you shortly regarding concerns. 

      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: 01/10/2024


      Complaint: 21027881

      I am rejecting this response because:
      ETS didn't give any concrete answer at all. I was sent an email about delayed results about three weeks ago, and then received no reply. My problem is still unresolved. As for the original replies, I don't accept the reason "I cheated" at all and caused great harm to my reputation and rights!!!!There is no evidence at all. And my registration fee was in vain. If you don't reply again, please ask ETS to save the video of my exam at that time, and I will appeal.


      Regards,

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

      Business Response

      Date: 01/18/2024

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

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

      Our records indicate the Test Security Specialist assigned to your case has contacted you various instances and emailed you a letter regarding the status of your December 11, 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:12/18/2023

      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.
      I took GRE exam on December 7th, 2023 at home, it is now 12 days after the exam, I was told it was under review, I passed all security checks and took the test under CCTVs WITHOUT ANY VIOLATION of the exam rule, It is unexpected that a disciplined test-taker who devotes great efforts to the exam would suffer a long-lasting delay. I have my deadlines in early Janurary ****, and I am going to miss one. Until now, all my inquiries about the review progress have been met with perfunctory template responses. I have no idea how far the case has been processed and when the review can be completed. The long-lasting waiting has seriously affected my mental health. I have suffered from sleep deprivation for more than two weeks. ETS claims that your organization values integrity and equity to bridge students with educational opportunities. However, the case here is you destroy the education opportunities of a diligent student with integrity. I request my scores to be available BEFORE Christmas holiday.

    • Initial Complaint

      Date:12/17/2023

      Type:Delivery 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 02, 2023 at home. My ETS ID is ********. My email address is ***************** It has been 16 days since I took the test, and I still have not received any official score report from ets. I have emailed the ets but have not received any response. I have to submit my results by January 5th or I will miss my application to my ideal school. My exams were conducted with absolute integrity, and under the guidance of the invigilator. During the exam, I strictly followed the exam discipline, and the invigilator did not raise any questions. I passed all the exams without violating any exam rules.

    • Initial Complaint

      Date:12/17/2023

      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.
      During my exam that I took, The computer froze due to something on their end. I was unable to answer any questions as time was passing for about 5 minutes. The ******* was not answering. I called ETS to get help and then all of a sudden a ******* came on and fixed the issue and exam, Now my test scores are under review for cheating when i did not, but simply called ETS to help their issues during my exam. I need these scores for my current occupation. I recieved a 168, and the other times I took the Math exam. I instantly obtained scores with no review.

    • Initial Complaint

      Date:12/16/2023

      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.
      Dear there,I am a student taking the tofel exam on Dec.10th, 2023, which is already my rescheduled one since my first exam on Nov.26th failed because of their technique problem. However, I have seen my status for this time changed from check-in to score canceled for no reason. I can't accept the result since ETS has wasted so much time. I hope you can help recover my scores as quickly as possible as a third-party organization. And my deadline for my master's application in need of Tofel is 5 days later. And I have to initiate legal proceedings if my application fails for this reason.My registration number is ****************. Thanks

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

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