Complaints

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:11/19/2024

  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.

  Dear Better Business Bureau Profile: I am a TOEFL test-taker from *****, a 41-year-old male. I am penning this letter to file a complaint against ETS. My TOEFL Home Edition test score on November 6th was cancelled without any legitimate reason. In truth, I exerted an enormous amount of effort for this test. I had been preparing for it for more than half a year. During these six months, I was diligently memorizing vocabulary, learning writing skills, and practicing speaking every single day. I completed this test independently, without any assistance as they alleged. The entire test process was under the meticulous supervision of the *******. I passed the security check, successfully finished the test, and received my score after the test. Though the score was not high, merely 82 points, it was purely the outcome of my own endeavors. You know, it is not easy for a 41-year-old. During my preparation for the ***** Home Edition test, I took the Public English Test System (PETS) Level 3 in ***** and passed it successfully. You can find my transcript in the attachment. After learning that my TOEFL Home Edition test score was cancelled, I was extremely devastated and almost suffered from insomnia throughout the night. This implies that all my efforts in the past six months, all the preparations, and the registration fee of over ***** RMB have been in vain. I deem it to be extremely unfair. I sincerely hope that you can assist me in negotiating with the ETS ****************************** and help restore my score. Thank you very much. The attachment contains my past study records and the transcript of the Public English Test System (PETS) Level 3. Yupeng **** Country: ***** ID: *************************************** ID: ******** ***********************

  Business Response

  Date: 11/20/2024

  This complaint is being sent to the wrong company.  *********** name is eTransport Solutions,Inc. (acronym ETS)  We are a vehicle transportation broker based in *******, *** The company they have a complaint with has the same acronym as our company.  They should find the correct company to file their complaint.  We have nothing to do with testing.  

• Initial Complaint

  Date:09/30/2024

  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 filing this complaint to express my shock and anger at the cancellation of my TOEFL test scores for the September 25, 2024 test! I received an e-mail from ETS alleging that my writing answers did not reflect a response to the assigned task and that some of my answers contained ideas, language, and/or examples found in other test takers' answers or in published sources. These allegations are completely unfounded, and I categorically deny that I was involved in cheating or using unoriginal content on my exam, as I read in my pre-test pledge. I have prepared tirelessly for this exam and the thought that all my efforts could be nullified by baseless allegations is unacceptable! As a test taker and a consumer, I have the right to demand that ETS produce definitive evidence that it believes my answers overlap with those of other test takers or published materials. Without such evidence, I demand that my score be reinstated immediately! I am not just a test taker, I am a consumer paying for a service. This baseless accusation of canceling my test scores without providing concrete evidence and accusing me of fraud without due process violates not only my rights as a test taker, but also my rights as a consumer! This behavior has tarnished my character and reputation, violated my human rights, and caused me great emotional distress! In addition, I would like you to prioritize this appeal and restore my grade points as soon as possible! The resolution of this matter has too great an impact on my future, and the pressure of looming application deadlines makes this issue time-sensitive! I am willing to cooperate fully with any investigation that ensures a fair review of my exams! If a satisfactory resolution is not provided, I guarantee that I will defend my efforts, my rights, and the innocence of my character to the end!!!! This includes, but is not limited to, filing a lawsuit and ensuring that this matter is handled fairly! Because I have a clear conscience !!!!!

  Business Response

  Date: 10/11/2024

   

   

  This complaint is being sent to the wrong company.  *********** name is eTransport Solutions,Inc. (acronym ETS)  We are a vehicle transportation broker based in *******, *** The company they have a complaint with has the same acronym as our company.  They should find the correct company to file their complaint.  We have nothing to do with testing.  

• Initial Complaint

  Date:09/18/2024

  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 *** test on 25th August 2024 and after around 10 business days, I logged in to my ETS account to check the results since I received an email informing me that I could check the results now. However, when I logged in, it showed that I had 2 ETS accounts, hence I cannot check my results. So, I contacted ETS and they spent 2 or 3 days telling me they could help me delete one account but it required 7-10 days. After 7-10 days of waiting, I still could not check my results, so I emailed them again. This time, they told me because it was a complicated case, they would need another 7-10 days to delete my account. It is near the deadline for my application and their delay actually severely influenced my application! I think they refuse to give me this service because I am Chinese due to their racial discrimination. Actually, I successfully created 2 accounts with the same email address due to their system fault. I do not understand why I need to pay for their mistake. I would like to ask them to fix this issue and apologise. My ETS account number is ******************** I want them to delete the account that does not link with my most recent *** test, if they wrongly deleted the account, I will continue to ask for a reimbursement.

  Business Response

  Date: 09/18/2024

  This complaint is being sent to the wrong company.  *********** name is eTransport Solutions,Inc. (acronym ETS)  We are a vehicle transportation broker based in *******, *** The company they have a complaint with has the same acronym as our company.  They should find the correct company to file their complaint.  We have nothing to do with testing.  

  Customer Answer

  Date: 09/18/2024

   
  Complaint: 22302630
  
  I It takes too long to delete an account and I worried that it is just an excuse.
  

  Business Response

  Date: 10/11/2024

  The complainant does not believe that they are making the complaint to the wrong company and that our legitimate response is an excuse.   As stated in our rebuttal we are a vehicle transportation broker in Gardena, CA and out company name is eTransport Solutions, Inc.  We apparently have the same acronym as the company they have a complaint about.   They or the BBB can view our website at ***********************************.  They or the BBB can check with the Secretary of State of CA that we are a corporation doing business as a vehicle transportation broker.   The customer has the wrong company they are complaining about.  They should locate the proper company to resolve their complaine

• Initial Complaint

  Date:08/13/2024

  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 Officer,My name is *************************. I took the ***** Home-based on Wednesday, August ******. And I received my report today, with overall score 107( R30, L30, W28 and S19). Therefore, I want to appeal and complain the ***** officials has depressed my speaking part. Because at this time, I obviously performed better than the last time( taking on the July 29 and speaking is also 19). It is impossible for me to get the same scores for the two exams. Most importantly, I need to provide my final ***** report to my postgraduate university before August 19, otherwise, my offer will be withdrawn. I think it is unfair to me to get the result. Hence, I want to appeal and complaint the ***** Officals. If my offer is withdrawn and I have to defer to the next year, it will be a big loss to me and my family. I hope to get a fair assessment to my speaking abilities. Looking forward to your early reply.Best wishes,*************************

  Business Response

  Date: 08/13/2024

   

   

  This complaint is being sent to the wrong company.  *********** name is eTransport Solutions,Inc. (acronym ETS)  We are a vehicle transportation broker based in *******, ***  The company they have a complaint with has the same acronym as our company.  They should find the correct company to file their complaint.  We have nothing to do with testing.  

• Initial Complaint

  Date:10/30/2023

  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.

  I attended TOEFL test at home on October 22, 2023, but my scores have been cancelled without providing me with any reasonable explanations. My deadlines are coming up and I do not have time to take the test again. It just waste my money and time to take this test. I request a consideration of releasing my scores as soon as possible, or I will reach out to my school's lawyer and take legal action.

  Business Response

  Date: 10/31/2023

   

  This complaint is being sent to the wrong company.  Our company name is eTransport Solutions,Inc. (acronym ETS)  We are a vehicle transportation broker located in ******, **.  *********** they have a complaint with has the same acronym as our company.  They should find the correct company to file their complaint.  We have nothing to do with testing.  

• Initial Complaint

  Date:08/29/2023

  Type:Product 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.

  My name is ***************** (???), born on January 31st, ****. My NEEA ID is ******** and ETS ID is 4UFFGFBB. The appointment number is ****************. The test date is on 18th August. My address is ***** ***** ************ ZhongshanRoad. I just visited the *** website and was shocked to discover that my score on 18th August had been cancelled. I'm at a loss for understanding why this happened.I would like to emphasize the immense effort and dedication I put into my preparations between July 21st and August 18th. Every day, I devoted no less than 9 hours to studying. I committed myself to memorizing 400 vocabulary words daily, practicing ***** reading comprehension questions, and completing ***** multiple-choice questions. For every mistake I made, I meticulously analyzed the problem, documenting unfamiliar words and phrases in an Excel spreadsheet and delving deep into the logic of the questions to ensure thorough understanding. To further enhance my test-taking skills, I took online courses. While there was a noticeable improvement in my Verbal score from July 21st to August 18th, it was entirely the fruit of my relentless hard work. I'm at a loss as to why my score was revoked, as I am confident that there was no misconduct on my part during the examination. I earnestly request a thorough review of my examination process. I believe that upon scrutiny, you will ascertain that I took the exam in a fair and honest manner. demand that you provide relevant evidence to prove that my scores are not in compliance. Otherwise, you have no right to invalidate my scores. These results are crucial for my application, so please address this matter promptly.

  Business Response

  Date: 08/29/2023

  This complaint is being sent to the wrong company.  Our company name is eTransport Solutions (acronym ETS)  We are a vehicle transportation broker.  *********** they have a complaint with has the same acronym as our company.  They should find the correct company to file their complaint.  We have nothing to do with testing.  

  Customer Answer

  Date: 08/29/2023

   
  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.
  
  Sincerely,
  
  Xinrui Lu

• Initial Complaint

  Date:12/08/2022

  Type:Sales and Advertising 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.

  Hello, my name is ******************** ETS will not refund me for a GRE I mistakenly scheduled but canceled within minutes. I called, and A representative agreed with me but told me it was company policy not to refund and gave me an e-mail address to voice my concern. As you can see below, no one is listening to me; it doesn't make sense to be charged $220 for an exam that I set up on Sunday, Dec 4, 2022, to take on Tuesday, Dec 6, 2022, two days before testing, my lab partner informed me that that's the wrong exam, I canceled it immediately which was 28min after I made the reservation on Sunday, Dec 4, 2022.Me: Hello, I made a mistake by ordering this exam; I was supposed to take my University assessment exam. I am a 57-year-old retired AF, 100% disabled veteran; I do not intend to further my education at the graduate level. ID: ******** Please refund; thank you for your consideration.Have a blessed day!ETS response: ***************** @ 12/06/2022 02:37 AM:Dear ******************,Thank you for your inquiry. If you cancel your computer-delivered GRE General Test appointment no later than four days prior to your test date, you will receive a refund equivalent to half of the original test fee. For example, the deadline to cancel a Saturday appointment in ***************** is Tuesday. If testing is in Mainland *****, you will need to cancel your test registration no later than 10 days before your test date to avoid forfeiting your test fee. This policy reflects the fact that certain processing costs are incurred regardless of whether you actually take the test. Refunds will be in U.S. dollars. Cash refunds are not available.The entire conversation is uploaded. Thank you,For your time!

  Business Response

  Date: 12/08/2022

  There is possibly another company with the acronym ETS the customer is complaining about. We are a vehicle transportation company and have nothing to do with GRE tests or any other education program classes. Customer should locate the correct company they have an issue with but it is not eTransport Solutions.

  Customer Answer

  Date: 12/09/2022

  (The consumer indicated he/she ACCEPTED the response from the business.)
  They are not the correct ETS company.

• Initial Complaint

  Date:11/30/2022

  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 complaint is regarding ETS delaying my scores for no reason. I communicated with ETS through email, asking about reasons for the delay, but received a reply that explained almost nothing. Now the deadline for my submission of a *** score is approaching but it seems that I have to wait for another month (I have already waited for more than half a month)! So I wonder if you would help communicate with ETS about this issue. My test information is as follows:
  ETS ID: ********
  Registration Number: XXXXXXX
  
  Thank you very much!

  Business Response

  Date: 12/15/2022

  Business Response /* (1000, 6, 2022/12/01) */
  Complainant has the wrong company they are complaining about. Our company is ********************. There may be another ETS (acronym) he is thinking about & getting it confused with our company. We are a vehicle transportation broker. Someone called our office today representing themselves from a mortgage company and asked us to verify that we had an employee under the complainants name which we do not now or in the past. Customer should find the correct company they worked for.