Complaints

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

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  Educational Testing Service (ETS)

  660 Rosedale Rd Princeton, NJ 08540-2218

• 

  ETS Educational Testing Service

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

• 

  Educational Testing Service (ETS)

  225 Phillips Blvd Ewing, NJ 08618-1426

• 

  Electro Tech Systems

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

• 

  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:05/13/2025

  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 the TOEFL exam on May 11th. This was my second attempt at this exam. I needed to submit my language score to my university by the end of May. On May 13th, I received the email that my score had been cancelled because the name in my account didn't match the passport number (I was missing my surname).
  ETS should have pointed out my mistakes during my first exam and informed me in advance so that I could correct them. Instead, it wasn't until mid-May that I was informed that there was a problem with my account. I was only informed when it was time for me to submit my grades to my university. Moreover, the verification of the exam identity is essentially to confirm whether it is the person taking the exam in person. My date of birth, passport number, photo all match. The passport number is more accurate than the name verification. Besides, my given name is the same.
  Because of this ETS decision, I won't be able to submit my language test scores by the deadline. I will miss my university admission notice and won't be able to attend university within a year.

• Initial Complaint

  Date:05/12/2025

  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.

  On May 5, 2025, I took the ***** iBT test. During the 20-minute Writing section, I was unable to type anything for the first 15 minutes. The screen did not display any characters, and the word count remained at zero, even though I was typing. I immediately asked for help, but no support was provided for 15 minutes.After ******************************************************** I needed to restart the ***** browser. Only after this restart did the input field begin to function. At that point, I had only 5 minutes left to complete the writing task.The issue was clearly not caused by me, but by a system malfunction and the delayed response of the proctoring staff. I do not have video evidence myself, but ETS records both the screen and the camera feed during the test. These recordings will clearly show that I attempted to write for 15 minutes and received help only near the end of the writing section.ETS refuses to acknowledge the problem and claims that "no time was lost," based on an internal report. However, this does not reflect what actually happened: I was unable to interact with the test for the majority of the section due to a software failure.Although I accepted the scores at the end of the session, I did so out of concern that, without submission, the issue might go unrecognized. I reported the problem to ETS within 30 minutes after I finished the test.

  Business Response

  Date: 05/13/2025

  
  Dear Moritz ******,
  
  ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding your May 5, 2025, TOEFL iBT test.
  
  We have looked into your concern and sent the results of our investigation to the email address associated with your TOEFL account.
  
  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

• Initial Complaint

  Date:05/10/2025

  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 am writing to appeal the cancellation of my ***** Home Edition scores and the ban preventing me from retesting until November. I was informed this decision was based on alleged non-original content in the Speaking and Writing sections. I take this matter seriously and respectfully request a reconsideration.Personal Information:ETS ID: ******** Appointment Number: **************** Test Date: Sunday, May 4, 2025, 1:00 PM Name: YUHAN **** Date of Birth: ************* 1. Educational Background and Resource Challenges I come from a rural area where English instruction, especially in speaking and writing, has been limited. My teachers lacked advanced spoken English skills, and I had to rely on self-study using online tools. This helped me improve reading and listening, but my speaking and writing developed more slowly due to the absence of interaction and structured guidance.2. Reason for Taking the Home Edition The nearest test center is far from my university, and traveling would mean missing critical classes. Given my academic commitments and the schools strict attendance policy, I opted for the ***** Home Edition. I followed all testing protocols and approached the exam with full integrity.3. Urgency for Graduate School Applications My application deadline is only days away. Without valid ***** scores, I may miss this cycle entirely, delaying my plans by a year. This cancellation has placed months of hard work at serious risk.4. Assurance of Integrity I did not cheat. All responses in the Speaking and Writing sections were my own. I understand common phrasing may appear similar to practice materials, but I created my answers independently. I respect the rules and would never compromise exam integrity.Please consider my background and the urgency of my situation. I am willing to retest or provide further clarification if needed. I simply ask for a fair chance to continue pursuing my academic goals.

• Initial Complaint

  Date:05/10/2025

  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.

  I am writing to appeal the cancellation of my TOEFL Home Edition score on May 5, 2025, due to alleged non-original content in the Speaking section. This result was shocking and devastating, as I have devoted over four months of focused, honest preparation for this test. I respectfully request that ETS review my case fairly and reinstate my score.ETS ID: ******** Appointment Number: **************** Name: **** *** DOB: **************** Test Date: *********** 1. Time Constraints and Focused Preparation As a full-time student, I had to manage my academic workload and TOEFL prep carefully. I studied early mornings, late nights, and weekends to improve my English, especially speaking. This exam is not just a test for meit is a crucial part of my academic future. Canceling my score without a chance to explain feels unjust and disheartening after months of effort.2. Educational Disadvantages and Learning Hurdles I come from an environment with limited access to high-quality English instruction and few chances to practice speaking. I relied on self-study and repeated drills, which may have led to structured, patterned answers. However, everything I said was my own, not memorized or plagiarized. Structured speaking should not be mistaken for dishonestyits part of how many learners achieve fluency.3. Fairness and Personal Integrity I took this exam honestly and followed every rule. I fully respect academic integrity and would never risk my future by cheating. I believe this may be a false positive or algorithmic error. I am willing to provide further proof or retake the test if needed. I simply ask for the chance to be treated fairly.Please reconsider your decision. This score is vital for my university application, and I trust ETS to uphold fairness and integrity for all test-takers.

• Initial Complaint

  Date:05/07/2025

  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.

  I took the Praxis 5038 exam on May 3, 2025. Scores were to be released on May 6, 2025. I received a message from ETS stating that I needed to contact them regarding my scores. When I called them, they stated to me that my scores were under review. I asked them what was the reason was for not releasing the scores. They would not give me a specific reason other than it being under review and that it would take 1 to 2 weeks. I am unclear as to why they would be reviewing my scores. I feel that this is very unfair to me. I have not heard of this happing to others I know that took this exam. This is the third time that I have taken this exam and I passed with a passing score and I am confused as to why all of a sudden my scores need to be reviewed.

• Initial Complaint

  Date:05/02/2025

  Type:Delivery 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.

  Date of order was April 07, 2025.The nature of the dispute is the following:On March 26th I ordered and purchased a Toefl IBT test for April 02, 2025 01:30 PM, paying $279.40 ****** the day of the test, without any warnings my test by number **************** was suddenly terminated. I was disconnected to the ******* and I couldn't reconnect no matter what I tried.I contacted ETS customer support, as well as ******* U and Wheebox, all of which only redirected me to other supports until ultimately advising me to send an email to ETS and simply await a resolution.I sent this email on the same day, April 2nd, and have yet to receive any response from ETS.I needed the toefl to apply to university here in ******, and the deadline was April 15th, therefore without any response I had to order another test, paying the additional express fee due to having to take it before the deadline.I ordered then on April 07, paying a total of $328.40 USD trough the order number presented bellow.Since my test was terminated without justification and i haven't gotten any response from the company I am filing this complaint in hopes of getting a refund for my second test, that thankfully occurred without issue and i was able to ********** regards

  Business Response

  Date: 05/05/2025

  Dear Daniel *****,
  
  ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding your April 2, 2025, TOEFL iBT test.
  
  We have looked into your concern and sent the results of our investigation to the email address associated with your TOEFL account.
  
  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: 05/05/2025

  [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:05/01/2025

  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 took the GRE on April 28, 2025, through ETS’s approved at-home proctoring service. I followed all rules, remained on camera, and received a valid score of 321 (Verbal: 164, Quant: 157, Writing: 2.5). Days later, I was informed my scores were being invalidated based on “inconsistent performance” — meaning ETS believed my Verbal score was too high compared to my Writing score, based on their internal statistical model.
  
  I submitted a formal rebuttal, along with study documentation, my academic transcript (GPA 3.89), and a personal statement. Despite no evidence of misconduct, ETS upheld their cancellation and pressured me to accept a refund or voucher. In an email, they falsely stated, “you mentioned your admission deadlines are fast approaching” — I never said this. I did not take the test for a specific school or deadline. The writing section was not my concern, as no program I’m applying to requires it. This was my money, my exam, and my investment in myself.
  
  ETS’s review process is opaque, flawed, and possibly discriminatory. Their statistical model disproportionately flags test takers whose strengths vary by section. I am asking for either reinstatement of my scores or a fair, third-party review.

• Initial Complaint

  Date:04/29/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To Whom It May Concern,
  
  I am writing to formally request assistance regarding a recent issue I experienced with ETS (Educational Testing Service). I am seeking reimbursement for a missed test appointment on March 26, 2025, at their Belmont Avenue testing location.
  
  When I scheduled my exam, I was not provided with a specific suite number for the testing site. The address given led me to a large business complex with multiple buildings, each having its own suite. As a result, I experienced difficulty locating the correct suite, causing an initial delay.
  
  Upon finally finding the correct location, I encountered an additional delay because the on-site testing agent was unavailable—she was in the restroom for an extended period. I had to wait for her to return before I could proceed with the check-in process.
  
  After the agent returned, I realized I needed to retrieve my wallet from my car to present valid identification. I quickly ran to get it, but when I returned, the agent informed me that I was too late and refused to administer the test. I believe this situation was largely out of my control and stemmed from poor communication and staffing on the part of ETS.
  
  I am respectfully requesting a full reimbursement or a rescheduling of the test at no additional cost to me. I made every reasonable effort to arrive on time and comply with all check-in requirements. The lack of suite information and the agent’s delay were significant contributing factors that prevented me from taking the test through no fault of my own.
  
  Thank you for your time and consideration in this matter.
  
  Sincerely* ******** ******
  ***************************
  
  Test date missed: 03/26/25
  Candidate ID#: ******** Amount:$133.90

  Business Response

  Date: 05/09/2025

  Dear ******** ******,
  
  ETS was notified by the Better Business Bureau (BBB) that you rejected our
  previous response regarding your April 26, 2025, Core Academic Skills for
  Educators: Reading (5713) PRAXIS Program examination.
  
  We regret any stress or inconvenience this situation may have
  caused. Educational Testing Service (ETS) is committed to providing a
  standardized and supportive testing environment to enable all candidates to
  perform at their best.
  
  After a thorough review, we confirm that the same test center
  address details were provided to all candidates scheduled to test at this
  location. In accordance with ETS policy, all test takers are required to arrive
  at the test center at least 30 minutes prior to the scheduled start time, with
  the necessary identification document to ensure a smooth check-in process.
  
  Also as previously mentioned, referenced a delay in staff
  availability at the test center, any brief delay by administrators due to
  emergency or personal needs does not affect the official test start time or the
  candidate's eligibility to test.
  
  Additionally, our records indicate that other candidates at this
  location on the same day successfully completed their tests, and no test center
  issues were reported.
  
  While we empathize with your concerns, ETS policies are applied
  consistently to ensure fairness for all test takers. Granting an exception in
  this case would compromise the standardized nature of our process.
  
  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
  

  Customer Answer

  Date: 05/11/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  Subject: Rejection of ETS Response Regarding April 26, 2025 Test Experience 

  
  To Whom It May Concern,

  
  Thank you for your follow-up. However, I must respectfully reject your most recent response regarding my April 26, 2025, Core Academic Skills for Educators: Reading (5713) PRAXIS examination.
  Your response fails to adequately address several key factors that directly impacted my ability to take the test. While you assert that all candidates received the same address details, the address provided to me lacked the suite number—a critical detail that caused confusion upon arrival. I later learned that other candidates received the suite number directly from the business location, information I was not given.
  Additionally, upon arrival, I encountered a significant delay due to the absence of staff. The only available staff member was in the restroom for an extended period, leaving no one available to assist with check-in or answer questions during the crucial window before the test. This delay was beyond my control and contributed directly to the outcome of my test experience.
  These issues were not caused by a failure on my part to comply with ETS policies but rather by incomplete communication and inadequate staffing at the test center. I therefore request that ETS reconsider its decision and allow me to reschedule and retake the test at no additional cost.
  This has been a very painful and frustrating experience—made worse by the fact that ETS is currently the sole provider of these certification exams. If there were alternative routes to certification, I would absolutely consider them. I am hopeful that, in the near future, educators will have more options for meeting certification requirements and will not be limited to one entity. What happened here is wrong, and it should be acknowledged and corrected.
  
  
  Regards,
  
  
  
  ******** ******

  Business Response

  Date: 05/15/2025

  Dear ******** ******, 
   
  ETS was notified by the Better Business Bureau (BBB) that you rejected our
  previous response regarding your April 26, 2025, Core Academic Skills for
  Educators: Reading (5713) PRAXIS Program examination. 
  
  Your most recent comments reflect a high level of disagreement
  with our policies and procedures. While we understand that your perspective
  differs from ours, we want to emphasize that our policies are in place to
  maintain fairness and consistency for all test takers. We respect your right to
  your point of view, but we must reiterate that the issue, along with other
  relevant policies, were clearly outlined at the time of your exam. 

  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:04/25/2025

  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.

  I took a huge 5-hour-long test with ETS, the Praxis 5001. I know I submitted the test and told them to report my scores to my school. I logged in today to check my scores, and the score sheet says "scores cancelled." I know for a fact I did not cancel my scores. This was the 4th Praxis test I have taken. I know what to expect and what to do. I called them to find out why my score sheet says scores cancelled, and they told me I must have hit the button. I know for a fact I did not cancel my scores. Why would I get to the end of a 5-hour test I have to take to get my teaching license and cancel my scores? Why do they even have a cancel score button? I have spent well over $1000 on tests with this company. There was another time I tried to take the Praxis writing test and they wouldn't let me access it. After two hours on the line with a *******, the ******* cancelled that test and told me I had to pay to take the test again. They said it was because I had the wrong type of computer. I had used this computer on two other Praxis tests before with no issue.I want my score to my 5001 test. I know they can access my test and I know they can score it. This company is awful. I wish my school didn't use this company.

  Business Response

  Date: 04/29/2025

  Dear ***** ********, 
   
  ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding cancellation of your Praxis ********************* Multiple Subjects (5001) test scores from April 21, 2025, test date. 
   
  We are aware that taking tests in and of itself is a stressful experience and we thank you for expressing your concerns to us. 
   
  At the end of the PRAXIS exams, test takers are given the option to Report or Cancel their scores. When given the options to opt to either report or cancel your scores, you must make a selection and then confirm that selection a second time. If you select to cancel your scores, a screen appears stating that "Cancelled scores CANNOT be accessed and WILL NOT be reported to you or to any designated score recipients. Cancelled scores CANNOT be retrieved and CANNOT be reinstated." Our records indicate that you selected to cancel your scores, and then also confirmed that you wanted your scores cancelled. 
   
  Information regarding cancelling test scores is listed on our website and in the PRAXIS Information Bulletin **************************************************************************************************************************************************************************************************************** for candidates to review prior to testing and are advised to read the popup on the screen before clicking on anything during the test. 
  
  Given your concerns, we reviewed your Examinee Performance Report (EPR), which records all system events in a testing session. According to your EPR, you selected to cancel your scores and then also confirmed that you wanted your scores canceled. You made the original selection to cancel your scores in 2 seconds. The second selection to confirm the cancellation of scores was also made in another 2 seconds. 
  
  We confirmed that all the instructions necessary to successfully complete this exam were provided. Unfortunately, this issue is considered to be a candidate error. 
  
  Because you opted and confirmed that you wanted to cancel your test scores, we are unable to provide the scores from your April 21, 2025,PRAXIS ********************* Multiple Subjects (5001) test. In order to schedule a new appointment, it will be necessary to register and pay the full test fee. 
   
  We regret that we are unable to comply with your request for a free reschedule or a refund. 
  
  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 
  

  Customer Answer

  Date: 04/29/2025

  
  Complaint: 23251099
  
  I am rejecting this response because:
  
  You shouldn't be able to ask a student if they want their scores cancelled after answering every question on a 4.5 hour test. I wasn't allowed, water, food, or to use the bathroom. Clearly if I clicked a button in 2 seconds I was clicking cancel the pop up box after I submitted my test for score. I don't expect a company I am paying hundreds of dollars to, to ask me if I want to cancel my test that I just spent 4.5 hours taking. You are taking advantage of tired, exhausted students like me that have to pee, are starving and thirsty, by asking this question that shouldn't even be asked. If a test taker doesn't want their scores submitted they wouldn't show up to take the test, especially a required test. I work in a classroom with students who are required to take state tests and I can tell you I know for a fact the test does not give them the option to cancel their score. Do you want to know why? Because it is a required test and the state knows it is stressful for students, at the end of the test all students want to do is submit and be done. What you are doing is a crime. If I pay you to administer and score my test, then I show up to take my test (with no water, no food, no break, no bathroom) after 4.5 hours when I hit submit test I expect my test to be submitted and scored, period! 

  On top of taking more of my money you are making me wait **************************************************************** wait 28 days to take a test I already completed and submitted.

   I have filed formal complaints with my university, TEA, the education department, the BBB, channel 5 (***) news, and the federal government consumer fraud department. You shouldnt be allowed to ask a paying consumer, a student that has no other option for testing but your company, a test taker who shows up and completes a 4.5 hour test if they want to cancel their test after they hit the submit button.

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

  Business Response

  Date: 05/01/2025

  Dear ***** ********,
  
  ETS was notified by the Better Business Bureau (BBB) that you rejected our previous response regarding the cancellation of your Praxis Elementary Education:Multiple Subjects (5001) test scores from April 21, 2025, test date.
  We understand your frustration and the effort that goes into preparing for and completing a Praxis exam. We are committed to fairness and transparency in the testing process.
  
  The Praxis test platform is designed to offer all test takers the option to cancel their scores upon completion of the exam. This feature exists to support candidates who may have experienced unexpected issues during the test session and wish to prevent a score they feel does not reflect their true performance from being reported. The decision to include this option is based on standard testing practices across many professional and academic assessments.
  
  Regarding your specific concern about unintentionally canceling your scores, we understand that this can be frustrating. However, the cancellation prompt is a required step in the test submission process and is clearly marked to ensure that candidates are making an informed choice. Once a score cancellation is confirmed, it is final this is communicated in advance on the Praxis website, and we are not able to reinstate or refund scores that have been canceled.
  
  As for food, drink, and breaks during testing: the current policies are designed to maintain test integrity and security. Breaks are permitted only under specific conditions and must be scheduled in accordance with test guidelines, which are also published on our website. While we recognize this may be challenging, these protocols are necessary to ensure fairness and uniform testing conditions for all candidates.
  
  Lastly, the 28-day retake policy is also clearly stated on the Praxis website. The 28-day waiting period is a way of ensuring the security of the test and minimizing the possibility of a test taker earning a score on the test due to having had prior experience with that same test version during a previous administration. We encourage all candidates to review the Candidate Information Bulletin: ************************************************************************************************************************************************************************************************************************* test-specific policies in advance to ensure they are fully prepared.
  
  The Praxis tests are intended to help state agencies and professional organizations ensure that beginning teachers have an adequate level of knowledge, and these organizations rely on ETS to report valid test scores. In the interest of fairness to all test takers and to ensure the validity of our test scores, we cannot report scores, unless we are absolutely certain that those scores accurately reflect the knowledge and abilities of the test taker. Any testing condition (such as overexposure to the test questions)that might either positively or negatively affect the performance of any test taker to the extent that it would contribute to either inflated or lowered test scores, invalidates those test scores.
  
  We regret that we are unable to comply with your request for a free reschedule or a refund.
  
  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:04/25/2025

  Type:Customer Service 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.

  Testing results were to be sent to the state of Minnesota's commerce department for approval of license application, but has not been done for almost 3 weeks. I was told it was several times, however the pending status of my application states "Awaiting exam results from PSI". I have contacted them several times and receive the same story every time about how it is automatically sent to the state following the exam. At this point, I have not received fully what I paid for and further more this delay is costing me potential business due to not being licensed to practice.

  Business Response

  Date: 04/30/2025

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

  We were notified by the Better Business Bureau (BBB) of your complaint regarding your experience with PSI.
  
  Please reach out to PSI with your concerns. They can be reached by phone at ************. You can also send an email to ***************************************
  
  Thank you for granting us the opportunity to provide clarification regarding your PSI complaint with the Better Business Bureau. We wish you continued success in your educational endeavors.
  
  Regards,
  
  Educational Testing Service

  Customer Answer

  Date: 04/30/2025

  
  Complaint: 23250062
  
  I am rejecting this response because:
  
  I reached out to PSI Exams yet again, and keep receiving the same response that my concern "has been escalated to the backend team with the request to have results sent to *************** of Commerce". I have heard this several times over the course of the last 3 weeks and clearly my request is not being followed through to completion, as the pending status of my license application still remains "EXAM RESULTS NEED TO BE UPLOADED BY PSI". At this point, I plan to escalate my concern to the *********************************** and file a complaint against this company for failure to perform the duties/services in which I have been charged. This delay is costing me money daily, as I am not legally able to perform the duties of my job. Any further assistance on the behalf of the BBB would be greatly appreciated. Thank you.
  
  Regards,
  
  ****** ****

  Business Response

  Date: 04/30/2025

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

  
  Educational Testing Service (ETS) was notified by the Better Business Bureau (BBB) that you rejected our suggestion to contact *** directly regarding your complaint.
  
  Please reach out to PSI with your concerns. They can be reached by phone at ************. You can also send an email to ***************************************
  
  Thank you for granting us the opportunity to provide clarification regarding your PSI complaint with the Better Business Bureau. We wish you continued success in your educational endeavors.
  
  Regards,
  
  Educational Testing Service

  Customer Answer

  Date: 05/01/2025

  [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. The state of ******************************** has contacted *** directly to resolve the issue and directly request the documents that were to be sent previously. 
  
  Regards,
  
  ****** ****