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

• 

  Electro Tech Systems

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

• 

  Educational Testing Service (ETS)

  225 Phillips Blvd Ewing, NJ 08618-1426

• 

  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:09/29/2023

  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 took the GRE test on September 11th this year. About 25 minutes into the test, my keyboard stopped working because of a possible conflict between my computer and the gre program, but this was not a violation of the test rules. And then at my request and with the permission of ProctorU administrator, he personally restarted my laptop. After rebooting my laptop, I continued the exam for fifteen minutes until my screen showed that the exam will be terminated. However, ******** administrator later helped me investigate the cause of this situation, and finally found that it was caused by the hardware control center of my laptop that started automatically after the restart, and this program was not any monitoring software. Then ProctorU administrator also allowed me to continue the exam. I do nothing break the rules. Before the test, I carefully read all the rules on the ETS website and strictly followed them during the test. I have also been very careful to follow the instructions of the ProctorU administrator. However, I was told that my exam process is under administrative review, which could take 4 weeks or more. The deadline of the school I applied for is coming. If the ETS review continues to delay my score report, I may lose a very important chance of admission. ETS charged me 150 US dollar for this exam, and the ETS official website stated that the score will be reported to the school the test taker applied for within 15 days. However, ETS did not keep its promise from it official website, ETS random administrative review might delay my application violates US law and ETS regulation. I hope that the ETS OTI department can process my case as soon as possible. I hope to get the email address of the analyst who is in charge of my GRE score review case from the ETS OTI department. I need to explain my situation to the analyst and get the official report of my GRE score as soon as possible. My name: *********************** my appointment number: ****************

  Business Response

  Date: 10/19/2023

  
  Dear ***********************,
  
  ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding your September 11, 2023, GRE General Test at-home 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:09/29/2023

  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.

  To whom it may concern My name is *******************. I took the ***** test on 25th, and I found that "Scores not available" in the column of action related to scores disappeared. I am very confused about this, because the test ended successfully and I did not do anything to violate the test agreement during the course. My score is very important for me to apply for my dream school. I hope you can give me the score.I contacted the oti department and they said they didn't have any information, and I want to emphasize that I didn't cheat, and I know you're trying to be fair but holding my grades at will is not in accordance with federal law Report my score at the prescribed time!!First name :**** Last name :***** email:*************** Email address on account:the same Date of birth:2005.4.26 Phone number on account:*********** ******** appointment number:4535109238972295? ETS ID number:73F60CE2?? Test date:9.25 Kind regards,

  Business Response

  Date: 10/18/2023

  Dear *******************,
  
  ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding your September 25, 2023, TOEFL iBT examination.
  
  Our records indicate the Test Security Analyst assigned to your case has emailed you a letter regarding the status of your September 25, 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:09/28/2023

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  Dear ***** or Sir,I am writing to express my strong objection to the cancellation of my TOEFL test score, which I took on September 20th. Throughout the entire test, I strictly followed ETS regulations and did not receive any external assistance. The ******* also appeared to believe that my test was conducted in accordance with the guidelines, as there were no warnings or interruptions during the exam. However, to my dismay, my score was recently cancelled on the grounds of suspected external help. This decision has had a profound impact on my integrity and the effort I put into preparing for the exam. Moreover, the high cost of the test is something I cannot afford again. The score from this exam holds significant importance for me. I kindly request ETS to clear my name and reinstate my test score.Sincerely, He ****

  Business Response

  Date: 10/18/2023

  Dear He ****,
  
  ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding your September 20, 2023, TOEFL iBT examination.
  
  Our records indicate the Test Security Analyst assigned to your case has emailed you a letter regarding the status of your September 20, 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
  

  Customer Answer

  Date: 10/18/2023

  
  Complaint: 20672538
  
  I am rejecting this response because:
  
  According to your reply, the Test Security Analyst assigned to my case has emailed me, but I have not received any email from it. The score of this exam is EXTREMELY important to me. The deadline for submitting my scores is November 1st. 
  Throughout the entire test, I strictly followed ETS regulations and did not receive any external assistance. The ******* also appeared to believe that my test was conducted in accordance with the guidelines, as there were no warnings or interruptions during the exam. I am so confused my score was cancelled.
  The claim that the cancellation is for the sake of fairness is absurd, as I have not been treated fairly in this situation. I would like to know what ETS means by "external assistance" and why my hard work and achievements are being invalidated based on baseless assumptions. I am extremely angry and disappointed. I request a response from ETS to provide an explanation. My scores are a result of my own efforts and not reliant on any external help.
  I implore ETS to rectify this grave injustice by restoring my exam scores and clearing my name once and for all.
  
  Regards,
  
  He ****

• Initial Complaint

  Date:09/28/2023

  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.

  Dear BBB officers: My name is ***** ****. I have serious concern about the review status of my GRE scores. My date of birth is 06/27/2001, ETS ID is ******** and my Test Appointment number is ****************. I took the test on SEP 20, 2023. It has already been 9 days after I took the exam and I was told my score is under still under review which takes at least 30 days. However, the deadline of some of my applications to graduate schools are approaching, especially the one on October 5th. The delay in reporting my GRE score really depressed me. I have prepared this test and program for a long time, the whole process of my test was fluent without any reminders from the *******. It is unjust for the test taker like me, who spent tons of time studying and carefully adhered to all the testing rules and regulations, to suffer the delay of GRE scores for no specific reason. I hope that ETS OTI department can prioritize my case and inform me the email address of the analyst who is in charge of my score review case. Thanks a lot for your help.

  Business Response

  Date: 10/19/2023

  
  Dear ***** ****,
  
  ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding your September 20, 2023, GRE General Test at-home 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:09/28/2023

  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.

  My name is ***********, and I took the ***** exam on September 17, 2023 at 3:30 pm. My ETS ID is ********, and my exam number is ****************. My email is: ******************* So far, I have not received any results or notifications. Before the exam, I carefully read all the rules on the ETS website and strictly followed them during the exam. I also followed the instructions of the ProctorU administrator very carefully. However, I was informed that my exam process is undergoing administrative review, which may take 4 weeks or more. The most important thing is that my application deadline for admission is coming soon! If ETS continues to delay my score like this, it will have a serious impact on me! This is unfair to me! So far, all I have received are some perfunctory template responses! These days, I am severely lacking in sleep and anxious! I hope ETS can give me an explanation! Quickly give me my score! Thank you!

  Business Response

  Date: 10/18/2023

  Dear ***********,
  
  ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding your September 17, 2023, TOEFL iBT examination.
  
  Our records indicate the Test Security Analyst assigned to your case has emailed you a letter regarding the status of your September 17, 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:09/28/2023

  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 tried to register to take my Praxis test. It told me that my username was already taken. So I tried another one. Again, username taken. So I tried a third time, username already taken. The usernames were all specific to me and my name. My name is unique and no one else has this name. I tried to use the online form to retrieve my username, in case someone had stolen my identity. I received an email to MY email *************************** saying that my username was "************" a name I have never heard before. So I tried to update my password using the email and username. Once I updated my password and tried to login, it said "I was not authorized to access this content." I tried calling customer **********************, but it kept redirecting me or not answering my prompts. Finally I was prompted to take a survey, which I did. Then it hung up on me! I chatted with someone on their website, they were able to get me to log in by "updating my username." They were unable to offer me an explanation as to why or how there would possibly be an account with my information - including MY SOCIAL SECURITY NUMBER. I explained to them, too, that I am unable to access the link to check on my personal information that is linked to my account. I requested someone call me, they told me to call them. I said when I try to call, I CAN NOT get through. I clicked another link on the site and the chat was closed. In summary, someone somewhere has used my identity to register on the website. I can not access the personal information to see what sort of personal information was used for the account. And no one wants to talk with me about it. This happened today, September 28th 2023.

  Business Response

  Date: 10/05/2023

  Dear *******************************,
  
  We were notified by the Better Business Bureau (BBB) of your concern regarding your attempt to create your profile for the Praxis Series Tests.
  
  You were contacted with clarification regarding your concern.  Our review determined that you already have an existing profile with the username you are attempting to add. Multiple profiles are not encouraged, and the system will limit any additional effort to create multiple profiles.  You may access your account with the available options that allow you to access your account.    Feel free to contact us for any additional information you may need.
  
  Thank you for your participation in the Praxis Series tests.
  
  Regards,
  
  Praxis Program
  Educational Testing Service   
  

  Customer Answer

  Date: 10/07/2023

  
  Complaint: 20668692
  
  I am rejecting this response because:

  This is the same response I have been getting. No one actually listened or paid attention to my concerns, no one contacted me when I asked to be contacted, no one actually understood what the main issue was. 

  This business seems to have a monopoly on the tests I need to take in order to move forward with my career, however, their customer ********************** and business practices are apalling. Just take a look at the email exchanges - very hesitant to call them an exchange as they seem more like me talking to wall and a robot responding - between me and customer **********************. No one contacted me once I requested to be contacted, which is why I had to escalate complaint. 

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

  Business Response

  Date: 10/20/2023

  Dear *******************************,
  
  We were notified by the Better Business Bureau (BBB) of the rejected response to your concern regarding your attempt to create your profile for the Praxis Series Tests. Your concern was referred to our systems analysts for further investigation.   As such, all activities associated with access to your account were pulled and fully investigated. 
  
  It is verified that the username with password created was in fact created by the test taker.  There were multiple attempts found to access the account- all by the same user and owner of the account.  As previously explained, the test taker will not be allowed to create multiple accounts for the same order.  You were contacted by phone with this explanation and the option to change your password should you so desire. You declined the offer to make any changes.  We followed up by email to remind you of your profile information.   You have since used this information to complete your registration for the November 2023 test admin.
  
  It is important to note that we take our customers concerns very seriously and make every effort to find resolution and take corrective action if necessary.   The investigation concluded that this account was not breached and all activities in this account was completed by the creator and user of the account.
  
  Thank you for sharing your concerns and allowing us to complete this thorough investigation.
  
  
  Regards,
  
  Praxis Program
  Educational Testing Service    

• Initial Complaint

  Date:09/28/2023

  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.

  My ETS ID: ******** Name:RENXINYU Email: **************** Date of birth:19/8/1998 I am writing to formally complain about my recent test experience with the ETS test centre on 24th September 2023 5:00pm. I am writing to express my deep dissatisfaction regarding the delayed release of my toefl Home Test score.At the beginning of the exam,I had to change three computers to start the exam because i couldnt enter the security detection interface.There were no problems during the exam.My score status was normal, but on September 28, my score status changed to checked in and the action was blank. This delay is causing significant inconvenience as I am in urgent need of the scores for my application process. I understand that unforeseen circumstances may arise, but it is imperative that you adhere to the established timelines to ensure a fair and efficient process for all test takers. The delay in releasing my scores has not only disrupted my application timeline but has also caused undue stress and uncertainty. Considering the urgency of my application, I kindly request that you expedite the release of my ETS Home Test score within the next 48 hours. Failure to do so will result in my request for a refund. I believe this is a reasonable course of action given the severe impact this delay has had on my application process and personal plans. I trust that you will take this matter seriously and address it promptly. I look forward to receiving a satisfactory resolution from your end. Please acknowledge receipt of this complaint and provide me with an update on the status of my score release. Thank you for your attention and support in this matter. I anticipate a prompt resolution to ensure the smooth progression of my application.

  Business Response

  Date: 10/18/2023

  Dear *****************,
  
  ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding your September 24, 2023, TOEFL iBT examination.
  
  Our records indicate the Test Security Analyst assigned to your case has emailed you a letter regarding the status of your September 24, 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:09/27/2023

  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.

  Dear ETS officers: My name is ***********************. I have serious concern about the status of my GRE scores. My date of birth is 2th of April, ****, ETS ID is ********, email address is ******************** and Test Appointment number is **************** I took the test on September 15, 2023 10:00AM in *********, *********, *****. It has already been a long time since I took the exam and the score is still not available. However, the deadline of some of my applications to graduate schools are approaching, especially the one on October 13rd. The delay in reporting my GRE score really depressed me. If ETS continues to delay my score report, I will be strongly affected and lose a very important chance of admission. The ETS official website stated that the score will be reported to the school the test taker applied for within 15 days. However, ETS did not keep its promise and violate its regulation. It is unjust for the test taker like me, who spent tons of time studying and carefully adhered to all the testing rules and regulations, to suffer the delay of GRE scores for no specific reason. I studied for over 10 hours a day for months. I followed the instructions and passed all tests. I did not engage in any misconduct while preparing for or taking the GRE, which is an important indicator for admission to graduate schools. I would like the ETS OTI department to prioritize my case and inform me of the email address of the analyst responsible for score review cases. I need to explain my case to the analyst and get an official report of my GRE scores as soon as possible. Thank you very much for your help.

  Business Response

  Date: 10/18/2023

  Dear ***********************,
  
  ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding your September 15, 2023, GRE General Test at-home 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:09/27/2023

  Type:Customer Service Issues
  Status:

  UnresolvedMore 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 ETS ID:luozhijiang Name:*********************** Email:********************** Date of birth:17/7/1998 I am writing to express my deep dissatisfaction regarding the delayed release of my TOFLE IBT Home Test Score canceled. According to the official guidelines, the scores are supposed to be available within ***** days after the exam. However, it has been over 30 days since I took the test, and I have yet to receive my score. This delay is causing significant inconvenience as I am in urgent need of the scores for my application process. I understand that unforeseen circumstances may arise, but it is imperative that you adhere to the established timelines to ensure a fair and efficient process for all test takers. The delay in releasing my scores has not only disrupted my application timeline but has also caused undue stress and uncertainty. Considering the urgency of my application, I kindly request that you expedite the release of my TOFLE IBT Home Test score within the next 48 hours. Failure to do so will result in my request for a refund. I believe this is a reasonable course of action given the severe impact this delay has had on my application process and personal plans. I trust that you will take this matter seriously and address it promptly. I look forward to receiving a satisfactory resolution from your end. Please acknowledge receipt of this complaint and provide me with an update on the status of my score release. Thank you for your attention and support in this matter. I anticipate a prompt resolution to ensure the smooth progression of my application.

• Initial Complaint

  Date:09/27/2023

  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.

  My ETS ID:7YG2C330 Name: ******************* Email:************************. Date of birth:28/4/1995. I paid $220 and took the GRE General test provided by ETS at home at 7:40 pm (CT) on Sep 19. I am writing to express my deep dissatisfaction regarding the delayed release of my GRE Home Test score for the administrative review According to the official guidelines, the scores are supposed to be available within ***** days after the exam. However, it has been over 20 days since I took the test, and I have yet to receive my score. This delay is causing significant inconvenience as I am in urgent need of the scores for my application process because approaching the DEADLINE! I understand that unforeseen circumstances may arise, but it is imperative that you adhere to the established timelines to ensure a fair and efficient process for all test takers. The delay in releasing my scores has not only disrupted my application timeline but has also caused undue stress and uncertainty. Considering the urgency of my application, I kindly request that you expedite the release of my GRE Home Test score within the next 24 hours. Failure to do so will result in my request for next step. I believe this is a reasonable course of action given the severe impact this delay has had on my application process and personal plans. I trust that you will take this matter seriously and address it promptly. I look forward to receiving a satisfactory resolution from your end. Please acknowledge receipt of this complaint and provide me with an update on the status of my score release. Thank you for your attention and support in this matter. I anticipate a prompt resolution to ensure the smooth progression of my application.

  Business Response

  Date: 10/18/2023

  Dear *******************,
  
  ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding your September 19, 2023, GRE General Test examination.
  
  Our records indicate the Test Security Analyst assigned to your case has emailed you a letter regarding the status of your September 19, 2023, GRE General Test at-home 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