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

  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

• 

  ETS Educational Testing Service

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

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:05/21/2025

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My name is **** *** with DOB of **** **, ****, my Appointment Number: #****************, my *** ID is ********. I am writing to formally contest the unjust cancellation of my GRE test results from the exam I took on April 21, 2025.
  ?
  I received from *************@***.*** on May 14, claiming: 1. "Your identification documents and photos submitted were inconsistent"; and 2. "Documents and other information in our files from test day indicate that you had someone else appear for the test." These accusations are entirely baseless and lack any supporting evidence, leading me to believe that the employee involved has abused their authority.
  ?
  During the exam on April 21, I used my Chinese Resident Identity Card as my identification. I completed the exam entirely on my own without any outside assistance.
  ?
  On May 3, 2025, I received an email **** *****************.*** requesting that I upload a photocopy of my passport, which I promptly did on the same day. I am confused as to how it has been concluded that my identification documents and photos submitted were inconsistent. Both my Chinese Resident Identity Card and my passport clearly contain my photograph, name, and date of birth, all of which are consistent with one another.
  ?
  Furthermore, the claim that documents and other information in your files indicate that I had someone else take the test is without merit. I request that *** provide clear, concrete evidence to support these serious accusations.
  ?
  The actions taken by the staff at *** constitute a serious violation of my rights and have tarnished my reputation without justification. All accusations against me lack sufficient evidence, and my identification documents are valid and belong to me. This unjustified defamation seriously damages the integrity of ***.
  ?
  I demand *** corrects this mistake and the restoration of my test scores.
  ?
  Thank you for your immediate attention to this matter. I look forward to your prompt response.
  ?
  Sincerely,
  **** ***
  ?

• Initial Complaint

  Date:05/19/2025

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took the GRE at home on March 26, 2025. Shortly after, ETS notified me that my scores were under administrative review. They offered options for appeal and asked me to submit documentation. I responded within the allotted time and provided:
  
  A formal written response disputing their claim
  
  My official UVA master’s transcripts
  
  Receipts and proof of GRE prep services
  
  Detailed study plans and personal preparation materials
  
  I have email proof confirming that my response, along with all attachments, was submitted prior to their deadline. Despite this, ETS falsely claimed I did not respond and proceeded to cancel my scores, offering only a test voucher in return.
  
  This directly violates their own review process and has resulted in significant academic harm, including missed graduate program deadlines and the disruption of my academic progress.
  
  I am filing this complaint because ETS failed to honor its commitment to a fair and timely review, even after I fully complied. Their conduct has caused real damage to my future opportunities.
  
  I request an immediate re-evaluation of my case, reinstatement of my scores, or review by an impartial third party.

• Initial Complaint

  Date:05/15/2025

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The company unreasonably canceled my GRE test while I was in the middle. The rational was that I had unauthorized software running during the exam. However, the screen was recorded during the process and it is clear that I did not make use of any such software. It is possible that some kind of application was running in the background. However, if so, it was because the ******* told me to restart the computer after an antivirus notification occurred, which caused an application like that to automatically start. In that case, the responsibility lies with the *******. Because of this, I was treated unreasonably, and the company should either let me finish the exam or give me a refund.

• Initial Complaint

  Date:05/15/2025

  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.

  On 04/30/25 at 5:30pm I was scheduled to take praxis exam. The location was at the school which I work. The class room was empty, walls covered to ensure I met protocols and requirements for taking at home test. This was my third time taking this exam so I made sure I studied diligently to pass exam. The previous time I fell short by three points and the first time I fell short flail points! I did not want to fail again so I studied day in and day out until the day of my exam. I spoke with a gentleman from ETS and he advised me that my test was flagged and under review. I switched careers to become an educator and for them to flag my exam after all the work I put in to learn and understand the information is immoral. Something has to be done and they need to know Im not stopping until my scores are released. Im not disputing the charge I only want my results so I can move on with my career in education. Please help me.

• Initial Complaint

  Date:05/15/2025

  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.

  Educational Testing Services, which administers the PRAXIS exams for students seeking teaching licenses, routinely refuses to refund students their money when technological problems prevent them from taking the exams. I'm writing about a specific incident in which PRAXIS administrators refused to refund a student her payment. My email below describes the **************** whom it may concern:I am writing to urge you to reconsider your decision to deny a refund to my student, ******** ****. She paid $154.50 to take the Praxis Core Reading, Writing, and Math tests on Monday, April 7 at 3:30 PM, but was prevented from doing so due to circumstances entirely beyond her control. Her candidate and test registration details are below.************************* experienced a complete internet outage from 2:00 PM to 7:30 PM on April 7. ******** had reserved a study room at the ******************************** and was fully prepared to complete her exams. However, when the internet failed, she had no reasonable way to relocate to another quiet, internet-equipped location a challenge exacerbated by our rural setting.Given that the interruption was unforeseeable, unavoidable, and directly responsible for her inability to complete the exams, I respectfully request that you reconsider and approve her refund. Thank you for your time and understanding. Please do not hesitate to contact me if you require any additional information.Sincerely,******* ***** *********** penalizes students who can barely afford their college education, never mind the high costs of the tests leading to licensure. In the case above, the denial of the student's appeal was unconscionable. Sincerely,******* *****

  Business Response

  Date: 05/16/2025

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

• Initial Complaint

  Date:05/14/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I registered for and took the ETS TOEFL Home Edition on May 7, 2025. My Candidate ID is *********, and my ETS TOEFL ID is ********. On May 10, 2025, ETS notified me that my entire score report had been canceled because my “speaking section did not reflect original and independent work.”
  
  What the business committed to provide:
  ETS promised to deliver a reliable, fair evaluation of English proficiency and to report official scores in a timely manner. I complied fully with all instructions during the test. The online proctor monitored my environment via webcam and microphone throughout the entire session. I followed all rules, worked independently, and spoke spontaneously using my own thoughts.
  
  Nature of the dispute:
  ETS accused me of academic dishonesty without giving any evidence, examples, or opportunity for defense. I received only a vague, automated explanation, which lacked transparency or fairness. As a test-taker, I believe I have the right to know what I am being accused of specifically and to defend myself against such claims.
  
  Whether or not the business has tried to resolve the problem:
  I submitted a formal appeal to ETS Test Integrity on May 11, 2025, explaining in detail how I completed the exam honestly. Despite repeated follow-ups, ETS has neither responded with meaningful details nor offered an option to retake or review the test. Their process lacks due process and disregards the stress and consequences placed on test-takers like myself.
  
  This cancellation has severely disrupted my graduate school application plans. I urgently request the BBB’s assistance in compelling ETS to restore my score or at least provide clear, case-specific evidence so I can respond appropriately.

• Initial Complaint

  Date:05/14/2025

  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.

  Background of the Incident
  On May 11, 2025, I took the TOEFL exam (Registration Number: ****************,Birthday: ****/**/**).
  On May 13, 2025,, I received a notification from ETS stating that my score was canceled due to "Speaking response did not reflect your own original and independent work. " without providing any substantive evidence. I have repeatedly requested clarification and evidence from ETS via email, but they only responded with "the decision is final" and refused further explanation.
  
  On the one hand, I suspect that ETS’s actions were motivated by discrimination, because it cannot provide evidence. I believe that the FBI and other departments in the United States will not judge a person without providing evidence either. ETS failed to follow its published Test Taker Rights and Responsibilities by denying me the right to appeal or review evidence.
  
  On the other hand, the behavior of TOEFL is undoubtedly an unfair clause. Just like a consumer who spends money on something, the merchant takes the item back for no reason and doesn't refund the fee to the consumer.
  
  Finally, I know that my personal strength is weak, but I believe that the US government is fair.

• Initial Complaint

  Date:05/14/2025

  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 have asked 100 times for the GRE registrationfor the TEST only to be mailed to me. no one will help non English speaking people keep telling me accomodation info is online not what i asked for i asked for reg ETS info to be sentto me in mail even sent letter asking for the REGULAr restiration for test to be sent to me only in mail 107 ****** ct ********** asked 100 times their l9imited english has them answerignme about disability forms. i know those have to be emailed. i wonder what someone does who has no email. pls mail registration forms asap GRE for the 100th time

  Business Response

  Date: 05/16/2025

  Dear *** *********,
  
  ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding registering for a new test.
  
  We understand your concern and appreciate your persistence in trying to register for the GRE. We would like to clarify that while paper registration was an option in the past, ETS no longer offers paper-based registration for the GRE General Test. All test registrations must now be completed online or by phone.
  
  To move forward with your registration, we recommend the following:
  
  Online Option: You may register for the GRE by creating or accessing your ETS account at *************************************************************************************.
  Phone Option: Alternatively, our GRE Customer Support team is available to assist you with registration by phone. You may reach them at ************** or toll-free at ************** (*************, ********************, and ******).
  
  We apologize for any confusion or frustration caused by our previous responses. Please note that mailing registration forms is no longer an option supported by ETS for the GRE General Test. We appreciate your understanding.
  
  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

• Initial Complaint

  Date:05/13/2025

  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 raise a concern and request immediate assistance regarding an issue I encountered during my recent GRE exam. Specifically, there appears to have been a technical or administrative error in the institutional score reporting system that prevented me from sending my scores to *****************************************************************After completing the exam, I attempted to select Guanghua as one of my four free score recipients. However, it was not listed among the available options under *****************. Despite carefully checking multiple times, the only option shown was ******************** MBA, which is not the program I am applying to. I was surprised by Guanghua's absence, as it is a major institution, and I had planned in advance to send my scores ***********, upon checking the ETS score reporting system again, I saw that Guanghua is now available. This suggests a temporary system error or glitch occurred during my test session. As a result, I was unable to use my free score report for one of my primary target ********** confirm, I reached out to ********, and they verified they have not received my GRE scoreproving the issue had real consequences.This situation is frustrating, especially as I followed all ETS procedures and acted with care. I should not be penalized or required to pay an extra fee due to a system error beyond my control.I respectfully request the following:An investigation into why Guanghua was not available during my test session.A courtesy score report sent to Guanghua at no ****** confirmation when this is resolved and Guanghua receives my scores.

  Business Response

  Date: 05/16/2025

  Dear ******* ***,
  
  ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding adding an Additional Score Report (ASR) for the GRE General Test taken on September 06,2024.
  
  Following a thorough investigation of your testing session, we have reviewed the activity recorded during the score reporting process after the completion of your exam.
  
  Our records indicate that, on the score reporting page, you initially searched for institutions under the *************. Shortly thereafter, you changed the country selection to ***** to add your first Additional Score Recipient (ASR). Once this change was made, the system correctly displayed a list of available institutions for selection.
  
  Among the options provided, both *************************** and **************************************************************** were listed. We can confirm that **************************************************************** appeared directly above the institution you ultimately selected ***********************
  
  Test takers are strongly encouraged to carefully verify both the institutions name and its corresponding code prior to the test to help prevent any confusion or errors during the score reporting process.
  
  As per our records, we see that you selected your four free score recipients during your exam, and unfortunately, we cannot offer additional free score reports (ASR) for universities not selected at that time. If you would like to send your scores to ****************************************************************,the standard fee of $40 per score report applies.
  
  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
  

• Initial Complaint

  Date:05/13/2025

  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.

  On May 13 2025, I took the at-home GRE test. Did the provided equipment test 3 times in advance before test day and once on test day, then conducted a 20-minute test with the proctor that finished with the proctor asserting that everything was fine. Got 20 minutes into the writing section when my test got abruptly cancelled due to "background applications", proctor has no idea what happened or why, and after contacting them ETS refuses to provide any information regarding the specific application in question due to "company policy". In other words, there's absolutely no proof that anything is wrong at all and that ETS isn't just purposefuly falsifying scores to incur additional payments for tests. ETS is nigh-unreachable and when they are it's either a cookie-cutter response or a complete black box refusal to provide any useful information. I have no idea what the problem was, no idea how to prevent it, and absolutely no guarantee that even if I do as told and pay another $220 to reschedule a test that the exact same situation won't just happen again. Refuses refund, reschedule, everything.