Business Profile

Educational Research

ACT Inc.

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Complaints

This profile includes complaints for ACT Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

36 total complaints in the last 3 years.
8 complaints closed in the last 12 months.

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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:06/25/2025
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.
My daughter qualifies for a fee waiver for ACT due to ********** and has taken the ACT with a fee waiver. ACT has a policy that if a test is taken with a fee waiver then the scores can be sent to colleges for free. My daughter took a school wide ACT test that was free for everyone, no waiver required. ACT is not allowing her to send those scores for free because she didn't have a fee waiver for a free test. I reached out to ACT and was told they only allow scores to be sent for free if the test was taken with a fee waiver. In typing this note, it occurs to me what a non-sensical situation ACT has created.
Business Response
Date: 06/25/2025
To Whom It May Concern:
This is in response to the Better Business Bureau's notification to ACT, Inc.
The customer has been informed of ACT's current pertinent policy plus opportunities for ordering score reports at no fee, no matter the method of registration payment.
As a one-time courtesy, the additional score report payment made today has been released for refund and should be seen on the credit card of purchase within 15 days.
The customer now has a direct contact should future issues arise.
Please let us know if we can provide any further information. If no further information is needed, we would appreciate notice when this matter has been closed.
Thank you,
Ann
ACT Customer Support

Customer Answer
Date: 06/25/2025

Complaint: 23513398

I am rejecting this response because:
I still have no clarity around Adeline being able to submit test scores at no cost. While I appreciate the one time refund of $20, because she is on a fee waiver, she should be able to submit these scores going forward at no cost. I'd like confirmation that ACT will allow her to submit her scores throughout the college application process at cost. I would like to acknowledge ACT's prompt response and thoughtfulness regarding a one time refund, and acknowledge that the response is inadequate to solve the issue of her taking a free school test and therefore not being able to submit scores for free when ACT knows that she qualifies for a fee waiver.

Sincerely,

Randy Derenzo
Business Response
Date: 06/26/2025
To Whom it May Concern,
This is in response to the Better Business Bureau's notification to ACT, Inc.
The customer and I are in contact, and I am happy to continue to provide specific program clarifications.
The program does not include what the customer requests.
Please let us know if we can provide any further information. If no further information is needed, we would appreciate notice when the matter has been closed.
Thank you,
Ann
ACT Customer Support
Customer Answer
Date: 06/28/2025

Complaint: 23513398

I am rejecting this response because:
While ACT has been responsive and helpful in providing clarity, they have yet to provide to clarity to a question that I've posed multiple times. So that I can be as clear as possible, it is my intention to accept closure on this matter once that question is appropriately addressed. For further clarity, the open unanswered question is simply looking for an explanation of the rationale for the policy that this entire case has been centered around.

Sincerely,

Randy Derenzo
Customer Answer
Date: 06/30/2025

Complaint: 23513398

I am rejecting this response because:

While ACT has been responsive and helpful in providing clarity, they have yet to provide to clarity to a question that I've posed multiple times. So that I can be as clear as possible, it is my intention to accept closure on this matter once that question is appropriately addressed. For further clarity, the open unanswered question is simply looking for an explanation of the rationale for the policy that this entire case has been centered around.

Sincerely,

Randy Derenzo
Business Response
Date: 06/30/2025
To Whom It May Concern:
This is in response to the Better Business Bureau's notification to ACT, Inc.
The customer has been informed that all ACT policies and fees are set by leadership.
The business costs associated with delivery of services are regularly reviewed and rising expenses necessitate price adjustments.
Please let us know if we can provide any further information. If no further information is needed, we would appreciate notice when the matter has been closed.
Thank you,
Ann
ACT Customer Support
Initial Complaint
Date:06/11/2025
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.
Date of transaction: May 10, 2025 Amount of money paid ****** dollars per exam (2 exams in total) registered and paid for two ACT exams scheduled in **** and July, using my own funds. This was an important step for my academic and career plans.Just four days before my **** test date, my parents abruptly cut off all financial and emotional support. As a result, I am now facing a severe housing and financial crisis, which makes it impossible for me to attend the upcoming ACT exams as planned nor prioritize it, because I am at the risk of being homeless, and those funds I used to pay for my exam can help me significantly When I initially contacted ACT customer service by phone, a representative was kind and told me to email my situation explaining my emergency and the customer care might help me with my case. I appreciated this initial understanding. However, when I followed up by email, ACT customer care responded with a standard reply stating that due to their strict no-refund policy, they could not provide any assistance. There was absolutely no acknowledgment of the emergency Im facing. I was disappointed that no flexibility or consideration was offered, especially after being encouraged to reach out. This refusal has caused me significant stress and disappointment during an already difficult personal crisis. I am deeply affected both emotionally and financially. I am not disputing ACTs no-refund policy as a whole, but I am requesting a one-time exception due to the extraordinary circumstances of my situation. I am asking ACT to issue a full refund for my **** and July exam registration because those funds can significantly help me secure my housing.While I understand that ACT has a no-refund ******, **** consumer protection principles encourage companies to act fairly and reasonably in cases of hardship and emergencies. I believe ACTs refusal to provide any accommodation in this case is unfair and does not reflect good customer service or consumer respect.
Business Response
Date: 06/11/2025
To Whom It May Concern:
This is response to the Better Business Bureau's notification to ACT, Inc.
The requested refund to the credit card of purchase has been released as a one-time exception due to the customer's described situation.
Please let us know if we can provide any further information. If no more information, is needed, we would appreciate notice when the matter has been closed.
Thank you,
***
Customer Care
Initial Complaint
Date:04/11/2025
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 daughter completed the ACT test on October 26, 2024, and she requested the test score to be sent to multiple colleges. The college she plans to attend this fall (*********************) does not have her correct academic scholarship because they stated ACT never sent them her October test score. I informed ACT multiple times to send ISU her test score, and they stated multiple times they did. I notified *** that ACT informed me that her score is available to pull from ACT's system, and *** stated ACT has only sent them her scores from June, twice. I emailed ACT multiple times (attached is my latest email asking for help) and have called them multiple times, but they continue to state that *** simply needs to go into their system and retrieve the score. I informed them that *** is not listed as a school who received her October 2024 score (as highlighted in the Test Scores attachment), yet they refuse to believe me even though her order history (see Order History attachment) clearly supports *** should have received a copy of her score.
Business Response
Date: 04/11/2025
To Whom It May Concern:
This is in response to the Better Business Bureau's notification to ACT, Inc.
The customer has been informed that a Superscore was ordered with the October 2024 registration plus what is made electronically available to the recipient with a Superscore order.
The chosen recipient did access the Superscore which does include the October 2024 score on November 7, 2024.
As a courtesy, a single October 2024 score report copy has been ordered at no additional fee.
The customer now has a direct ************************ point should future issue arise.
Please let us know if we can provide any further information. If no further information is needed, we would appreciate notice when the matter has been closed.
Thank you,
***
Customer Support

Customer Answer
Date: 04/11/2025

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,

****** *****
Initial Complaint
Date:03/04/2025
Type:Sales and Advertising 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 ACT junior year of high school in 2019.2-27-2025 I submitted a Additional Score Report order form to ACT including $68 ($30 archive fee, + $19 test report fee (x2)).ACT states they cannot find my test score report in their database.I want ACT to be held accountable in their obligations to consumers (students) in regards to information management. ACT's mismanagement of consumer information is negligent failure of obligation.
Business Response
Date: 03/05/2025
To Whom it May Concern,

This is in response to the Better Business Bureaus notification to ACT, Inc.

The customer has been informed a score report was found for the Explore test which assessed a students readiness to ACT test.

The Explore test was retired years ago and we no longer have access to provide those scores.
As the customer was informed earlier, the score report fee will be refunded as is customary.

The customer now has a direct ************************ should future issues arise.

Please let us know if we can provide any further information. If no further information is needed, we would appreciate notice when the matter has been closed.

Thank you,

***
ACT Customer Support
Customer Answer
Date: 03/06/2025

Complaint: 23017812

I am rejecting this response because:
The Explore ACT was taken in 8th grade. ACT hasnt provided details regarding the ACT test report score from the test taken in 2019. ACTs response further demonstrates their incompetence in handling consumer (student) data and the harm that this mismanagement causes. Given that ACT was able to unearth this previously unacknowledged Explore Test history, I believe ACT still has not done full due diligence in regards to searching for the archived score report for my ACT scores. ACT should provide proof once a fully extensive archive search has been completed so I can confirm they have exhausted all avenues. If ACT cannot produce a score report for the ACT i took, remediation options must be provided to me given that ACT negligently mis-managed my data.
Sincerely,

*** *****
Business Response
Date: 03/10/2025
To Whom it May Concern,
This is the response to the Better Business Bureau's notification to ACT, Inc.
The customer has been asked to confirm needed information to further aid us in assisting the customer.
We will resume researching when the needed confirmations are received.
The customer has a point of ************************ for directly sharing needed confirmations.
Please let us know if we can provide any further information. If no information is needed, we would appreciate notice when the matter has been closed.
Thank you,
***
Customer Service
Initial Complaint
Date:02/24/2025
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.
In order to receive testing accommodations for the Lawyers Standardized Admission Test (****), given by ****, one must have proof of previous accommodations having been given on other officially recognized standardized tests, such as the ACT. For me, all I have is the ACT. To attempt to receive accommodations, one must first be registered to the ****. The day I registered for the **** was the day I began to search for my proof of accommodations. However, I took the ACT 12 years ago as a junior in high school. I DID receive the accommodations that I am seeking to receive on the ****, as I had in high school and throughout college, but I received a reply email from the ACT when I reached out requesting proof of my former accommodations: they said that accommodation records preceding 2016 may no longer exist (a major red flag, as this is by proxy a discriminatory practice, given what's on the line if they DON'T have it, and given that my former test score as well as where I originally had applied to undergrad for are still in their records on *****************************; there is no reason why such data should cease to exist, as, if I had wanted to apply to college 20+ years after taking it, the score self-evidently still exists, yet, what, my accommodations record doesn't?). Additionally, they said it would take 2 to 4 weeks to process their reply after having faxed them their requisite Request of Proof of Accommodations form. 2 to 4 weeks is much to long, given that the **** requires the proof by Thursday of next week (the test became available to register for merely a week ago)! Essentially, I find myself between a rock and a hard place with the ACT people, needing quick access to my former accommodation information so that I can be set for this and all future **** attempts, but instead, I feel I am being generally discriminated against, not on the basis of me myself, but as someone who required(s) accommodations. I need them to immediately respond with my information!!!!!!
Business Response
Date: 02/24/2025
To Whom it May Concern,
This is in response to the Better Business Bureau's notification to ACT, Inc.
The customer was emailed the necessary form on January 14, 2025, which stated to allow 2-4 weeks for processing.
The completed form was returned by fax on February 18, 2025.
This is a complimentary service of ACT.
The team is aware of the customer's pending deadline though there is no guarantee ACT will be able to meet it as the department has other responsibilities.
Please let us know if we can provide any further information. If no further information is needed, we would appreciate notice when the matter has been closed.
Thank you,
***
ACT Customer Support
Customer Answer
Date: 02/24/2025

Complaint: 22974215

I am rejecting this response because:
Providing the response weeks after the need is closed is the opposite of complimentary, and is in fact,the epitome of inefficent, for one. Two calling a procedure complimentary (i.e., optional on your end) despite the fact that other accredited companies demand the data for sake of their own disability services is a potential violation of ***** III of the Americans With Disabilities Act (amended in 1990). Such a violation is liable to *** investigation if not resolved, 2-4 week waiting period or not. In other words, if the records don't exist beyond 2016, which is a serious concern of mine, then I am resolved to file an *** complaint through the ***'s ********************** That being said, under 28 C. F. R. subsection ******, businesses and organizations, even and especially those that administer standardized tests such as ACT and SAT, must ensure that individuals with disabilities have equal opportunities to take exams with appropriate accommodations, and these include access to pas accommodations if such access is ESSENTIAL to securing future accommodations. Failure to do so, either by withholding or unreasonably delaying them (and in a court of law, standard duties is unreasonable since this falls under a standard duty by definition), is considered by the United States government as a barrier to equal access.

If not resolved within the next 48 hours, a complaint will be directed to the ***. Not knowing if my records even exists, the fact that giving me upwards of a month of waiting time to receive word, and then calling the process complimentary is grounds for a lawsuit under *** ***** III and negligence (if my records disappeared after 2016). The foundational status of your organization in higher education means you are held to a higher standard. Either hold yourself to that standard or face the litigative consequences.

Sincerely,

******* ****
Business Response
Date: 02/25/2025
To Whom it May Concern:
This is in response to the Better Business Bureaus notification to ACT, Inc.
To re-iterate, the needed request form was provided to the customer on January 14, 2025. The form stated to allow 2-4 weeks for processing.
The completed form was returned to ACT by fax on February 18, 2025.
This processing request is a complimentary or free service of ACT.
The team is aware of the customers pending deadline though there is no guarantee ACT will be able to process the request quicker than the stated processing time frame.
The customer now has a direct ************************ point should future issues arise.
Please let us know if we can provide any further information. If no further information is needed, we would appreciate notice when the matter has been closed.
Thank you,
***
ACT Customer Support
Initial Complaint
Date:10/15/2024
Type:Service or Repair 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.
9/29/24 I ordered my son's test scores to be sent to the schools he applied to. Many of the scores have not showed up or are actually inaccurate. ACT is blaming the schools for not "exporting" scores correctly and asked me to have the schools call THEM. The admissions counselors refuse to do this. I asked ACT for my money back from the schools that have not received the scores. They refused. I would like the scores to be sent in a timely manner and accurately. If they cannot facilitate this I want my money back.
Business Response
Date: 10/21/2024
To Whom it May Concern,

This is in response to the Better Business Bureaus notification to ACT, Inc.
The customer has been informed they will receive a refund for the duplicate order they placed to send the ACT score.This refund will post on the credit card of purchase and should be seen within 15 days.
The customer now has a direct ************************ point should future issues arise.

Please let us know if we can provide any further information. If no further information is needed, we would appreciate notice when the matter has been closed.

Thank you,

********
ACT Customer Support
Initial Complaint
Date:09/27/2024
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.
I scheduled a ACT Date at *** for 27 October 2024. The ACT site reschedule this test for the same date, but at a location far away from ***********. Then charge me additional money to reschedule at a local location at *********. I should not have t pay the additional money as ACT changed the location. I should be reimbursed the additional cost.
Business Response
Date: 09/27/2024
To Whom it May Concern,
This is in response to the Better Business Bureau's notification to ACT, Inc.
The customer has been ************************** and provided with ACT's direct contact points for assistance.
The charged fees have been released for refund to the credit card of purchase.
The customer now has an additional direct ************************ for any future issues.
Please let us know if we can provide any further information. If no further information is needed, we would appreciate notice when the matter has been closed.
Thank you,
***
ACT Customer Support

Customer Answer
Date: 09/27/2024

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 expenditure was refunded in the full amount of $ ***** and this was done quickly.

Sincerely,

******* Copper
Initial Complaint
Date:09/05/2024
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 son signed up for the ACT test July. He was denied admission. I emailed requesting a refund 7/15/24. ACT case number ********. They told me I would get a refund 3-8 weeks and I have not gotten a refund. I reached out to them again and now they refuse to help me because he turned 18 years old 8/24/24. 1) Why do they not refund the money immediately when they deny admission. 2) Why do they not refund my money as they stated. 3) Do they do this practice to keep money expecting people to forget to request a refund?
Business Response
Date: 09/05/2024
To Whom it May Concern:
This is in response to the Better Business Bureau's notification to ACT, Inc.
ACT policy requires that legal-aged students must have given documented permission for anyone else to speak with ACT, access and make MyACT account changes.
The complainant has been informed to communicate directly with legal-aged individual.
Please let us know if we can provide any further information. If no further information is needed, we would appreciate notice when the matter has been closed.
Thank you,
***
Customer Support
Initial Complaint
Date:06/27/2024
Type:Service or Repair 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 daughter scheduled her ACT exam for the July 13th test date in May 2024 for a location 15 miles from our home. On 6/22, she received an email from ACT stating that the test center had closed and she needed to reschedule her exam at a new location. When she went online, the registration window for the July 13th test, had closed across the board. She called ACT on 6/24, when they opened, to reschedule the exam and was told the only location available was 2 hours away from us. Her only options were to take the exam at the location 2 hours away, or reschedule the exam to September. She specifically scheduled the July exam, to have the results back in time to apply for colleges in late August/early September. After learning about the new test location, I decided to call on 6/27 because I do not believe it is acceptable for a 16 year old to have to drive 2 hours (leaving at 5am), take a 3 hour exam and then drive another 2 hours home. I spoke to ****** at ACT, who stated that it is not "ACT's fault" that the test center she was originally scheduled for closed and that it was her issue in terms of finding an alternative solution. I do not agree that it is our problem, when ACT is the one who contracted with the testing location and not us. They should have built in some back-up plan for this scenario, should it happen, that does not include the child paying a penalty for their lack of preparation. I asked to speak to a supervisor when I realized ****** was not going to help me. He stated the supervisors **** was not open yet and I would need to call back in an hour. I plan on calling back in an hour, however, this experience has been a disaster and I would just like to get this remedied so that my daugther is not having to worry about the drive to and from the test and can actually just focus on taking the exam itself.
Business Response
Date: 06/27/2024
To Whom It May ************************* is in response to the Better Business Bureau's notification to ACT, Inc.
We have been in communication with the customer and arrangements made for a closer July testing location.
The customer now has a direct ************************ point should future issues arise.
Please let us know if we can provide any further information. If no further information is needed, we would appreciate notice when the matter is closed.
Thank you,
***
ACT Customer Support
Customer Answer
Date: 07/02/2024

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,

***********************
Initial Complaint
Date:06/25/2024
Type:Service or Repair 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.
In April we signed up our son for an ACT test with accomodations for July, 2024. We received an email back from ACT on April 7 saying that his accommodations were accepted and that we should make arrangements for test administration. We reached out to his high school counselor and she helped us find a ******* and scheduled the exam. On June 14th we received an email from ACT saying his test location had moved. We logged into his account a few days later and found that they moved his test center an hour away. It starts at 8 am and he would have to leave the house quite early, so I reached out to ACT by phone to look for alternatives. I called on June 20 and spoke with *******. I was told that his location had been moved because he signed up without writing. There are closer test centers in July but by now they were full. I explained that if they had told us promptly in April that he needed to take the written section, or go to a National test center, we would have had options. Due to ACTs delay, those options no longer exist. I asked to speak with a supervisor. None were available but ******* promised a call back by a supervisor within ***** business hours. I asked if he were to sign up for the written section, could he still take the test at his local his local high school. ******* said yes. We could do this online. We tried to sign him up on 6/22 for the written section, but it was not allowing this online. By 6/24 I did not receive a call back from a supervisor so I called ACT again. I spoke again with the same person, *******. ******* said that the deadline has now passed and the written section could no longer be added. I asked for an exception. ******* said no exceptions are possible. I asked again to speak with a supervisor and I was told none are available. I asked for another call back. I would like to take the test at the local high school as agreed in April. We can add writing if necessary.
Business Response
Date: 06/27/2024
To Whom It May ************************* is in response to the Better Business Bureau's notification to ACT, Inc.
We have been in communication with the customer to make a July registration for the requested type of testing.
The customer now has a direct ************************ point should future issues arise.
Please let us know if we can provide any further information. If no further information is needed, we would appreciate notice when the matter has been closed.
Thank you,
***
ACT Customer Support

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ACT Inc. is NOT a BBB Accredited Business.