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

  3410 Taft Blvd Rm 217 Hardin South Wichita Falls, TX 76308-2036

• 

  Educational Testing Service

  3410 Taft Blvd Rm 217 Hardin South Wichita Falls, TX 76308-2036

• 

  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:04/03/2025

  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.

  Subject: Formal Complaint - Inability to Access GRE **************** Registration Issues Dear ********** I am writing to formally lodge a complaint regarding persistent issues preventing me from accessing my GRE scores and registering an ETS account through the **** platform. Please find my personal details below for reference: - Name: ** *** - Date of Birth: ************* - **** Name ID: ******** - ******************** ID: ******** - Registered Contact Information: - Mobile Phone: *********** - Email Address: ******************* Issue Description: On March 23, 2025, I completed the GRE exam but have since been unable to view or download my scores. The core problem stems from an inability to register an ETS account via the **** portal. Specifically, when attempting to create a Test Taker Account on the "Create a Test Taker Account" page, clicking the "Next" button yields no response or error message the page remains unresponsive, regardless of browser (Chrome, Firefox) or device (desktop/mobile) used. Failed Resolution Attempts: I have contacted both the **GRE Team** and ****** Team** via email, but the issue remains unresolved due to a frustrating cycle of *****passing. The GRE Team directs me to contact the **** Team for platform-related issues, while the **** Team insists this is an ETS system problem and redirects me back to ETS. This ******************** has left my problem unresolved , despite multiple follow-ups. Urgency: ************* applications have upcoming deadlines, with the closest deadline on **April 5, 2025**. Without access to my GRE scores, I cannot complete my applications, which may result in missed opportunities for admission. This is a critical issue that requires immediate attention. Thank you for your prompt attention to this matter. Sincerely, ** ***

  Business Response

  Date: 04/04/2025

  Dear *** **,
  
  ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding accessing your online GRE account.
  
  Our ********************** confirmed that you contacted our organization directly regarding this matter and we responded to you via email.
  
  From our perspective, we believe this matter has been addressed. Thank you for allowing us the opportunity to review this matter, and we wish you success in your professional endeavors.
  
  Regards, 
  
  GRE Program
  Educational Testing Service
  
  

• Initial Complaint

  Date:04/02/2025

  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.

  Signed up for the wrong test because it said it was a valid test for VA. I find out a few days later it is not. Call to see if they would switch the test so I didn't lose out on funds. No help, refused to swap test, or let me register with the second one. Second time this has happened. Called because I was going to miss a test and would not let me reschedule. At this point they just collect funds because life happens to people all the time and its another way for people to make money off of people needing these tests to work. Lots days of pay because this website doesn't have a checks or balance when registering that tells you if the test is even accepted in your state. If it was once accepted it will still say that it is even if its been replaced with another.

  Business Response

  Date: 04/04/2025

  **** ******* ********
  
  ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding your April 4, 2025, Praxis Educational Leadership: Admin & Supervision (5412) examination.
  
  As per Praxis policy, you can change your test date or test center, but not the test you registered for. If you need to take a different test, you must cancel your current appointment and create a new one.
  
  If you registered for a Praxis test that is no longer required by your state, you must cancel your registration at least three full calendar days before your scheduled test date in accordance with the Praxis Cancellation policy. You would be eligible for a refund of 50% of your test fees, including any applicable surcharges. Once your registration is canceled, you may then re-register for the correct exam.
  
  Our records show that you contacted the Praxis support team on April 2, 2025, regarding the cancellation of your test. Unfortunately, this request falls outside of the standard time frame for cancellations. Therefore, you are not eligible for a refund or free rescheduling.
  
  Additionally, it is clearly stated on the website ****************, which tests are required by your state. It is the test taker's responsibility to ensure all details are correct before registering for the test and to verify which tests are eligible based on state requirements.
  
  We regret that we are unable to comply with your request.
  
  Thank you for allowing 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:04/01/2025

  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 formally request the reinstatement of my TOEFL iBT scores, which were canceled without clear explanation. My test was taken on March 24, 2025 (Test Registration Number: ****************), and my unofficial speaking score of 17 reflects my actual proficiency. I question the transparency of the cancellation process and suspect potential bias or economic motives. I have attached proof of my preparation and English proficiency, including study materials and academic background. Given the urgency of submitting scores by April for my master’s program application, I urgently request a prompt review and reinstatement of my scores. I also seek a transparent explanation for the cancellation to ensure fairness in future decisions. Thank you for your attention.

• Initial Complaint

  Date:03/30/2025

  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.

  I have had five different disconnects and three different PSI Tech Support case numbers. PSI testing was the worst experience that I have ever had in my life. The proctors were rude and disruptive (not all), I had to request they leaving me alone on multiple occasions. I had at minimum five different room scans, six different *******, two proctors that were disruptive and which I had to request they please stop chatting with me when not conducting offical proctoring actions. I will be reaching out to the my **************** to file a formal complaint. Proctors were rude and unprofessional. As a veteran, it is my duty to report this to the **** due to the fact that GI Bill funds go into paying for testing like the exams proctored by ***. PSI is predatory and appears to be purposely causing issues with tests to then further siphon funds from unsuspecting Americans.

  Business Response

  Date: 04/04/2025

  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. Their customer contact phone number is ************.You can also contact them via email at ***************************************.
  
  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: 04/04/2025

  [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:03/27/2025

  Type:Delivery 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.

  Hello, I’ve reached out and have not received any support. My scores are being held and I need them urgently.

  Business Response

  Date: 03/31/2025

  Dear ******* ****,
  
  ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding your March 26, 2025, GRE Program examination.
  
  As per our investigation, we found that the test was taken on March 26, 2025, and your scores will be available approximately 8-10 days after the test date. We understand the importance of meeting the university's deadline, which is why we encourage test takers to schedule their tests accordingly.
  
  You will receive an email notification when your scores are available. Once you receive the notification, you can log in to your online ETS account to view and access 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, 
  
  GRE Services 
  Educational Testing Service 

• Initial Complaint

  Date:03/26/2025

  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.

  To Whom It May Concern, I am writing to formally file a complaint against Educational Testing Service (ETS) for the unjustified cancellation of my GRE scores (Test Date: 3/16/2025), because of my essay "was determined that a portion of your response(s contains ideas, language and/or examples found in another test taker(s) responses or in published sources". The unjustified decision made by ETS has impacted my academic plans, and I believe their handling of this case lacks transparency and fairness. I did not use any tools for cheating, nor prepared myself with an already-existed point of view from others for my Writings section. The supervisor had checked and approved all my testing environment beforehand. My writing was soley based on my own thoughts, thus, even if my writings might contain ideas that have occurred before, it could more like to be a coincidence or an universal opinion.

• Initial Complaint

  Date:03/24/2025

  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.

  ****** ***** 3/24/2025 Test date: 3/17/2025 at 12:00pm Ref #: ********** DOB* ********** I took the GRE on the 3/17 in which I paid $220. I chose the at home test with a proctor service. This proctor is HIGH security with a 20 minute security check that includes powering off your cellular device on camera and placing it out of reach of your testing desk. You do a full room scan and the proctor makes sure all security measures are in place while you are taking the test as well as watches you take the test the entire time. There is a writing portion on the exam that includes a prompt and allows you 30 minutes to analyze it. I finished this portion up until the last second of the time allotted and moved on. Once I submitted my exam, I received a raw score for the multiple choice section only and the writing portion would be graded within 10 days. One week later, I receive the email in which I attached below. They cancel my test and do not report any scores to my graduate schools. I then call the number in the email and try to gather more information from ETS. The person on the phone states “they are not authorized to give me any details of why my test has been canceled” and “it was due to security reasons” I ask if there is anyone else I am able to talk to and he says no and I can try again the next day. I ask if there is anything I am do or if I can submit a grievance because I feel like my scores were wrongly terminated. He says no and there is nothing more to do. I believe my scores were wrongly canceled and there has been a mistake. There is no way with the security measures that I could have cheated on the writing portion of this exam. I am frustrated because they also cannot give me any reasoning behind this cancellation or any more details. I have been wrongly punished and this needs to be made right. This is my future. I am applying to graduate school and need these scores to be released. I do not agree with this decision and I hope this can be made right.

• Initial Complaint

  Date:03/24/2025

  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.

  Email:********************************* Phone Number:************** Dear BBB Appeals Committee,I am writing to formally appeal the cancellation of my GRE scores and to express my frustration over the prolonged delay and lack of response regarding my case. Despite multiple attempts to contact ETS, I have not received any concrete updates or resolutions, leaving my academic and professional plans in uncertainty.The cancellation of my scores appears to be the result of technical issues beyond my control. During my test on March 6th, I encountered severe compatibility issues between the ETS testing system and my computer. Despite multiple attempts, I was unable to log in and eventually had to switch to another device. Even after switching, I experienced frequent disconnections throughout the exam, significantly affecting my test performance. Due to these technical issues, I lost valuable time, particularly during the Analytical Writing section, which I was unable to complete.I have submitted all necessary documents and have since been waiting for a resolution. However, despite my repeated inquiries, I have not received any meaningful response, leaving my academic and professional plans in uncertainty.This delay is causing significant disruptions to my application process. Without this score, I am unable to apply, and due to ETS regulations, I do not have time to retake the exam. The deadline for the schools I am applying to is March 31st. Therefore, I earnestly request that ETS reinstate my score ASAP! Looking forward to your prompt response.Sincerely,**** He

• Initial Complaint

  Date:03/21/2025

  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.

  I scheduled an exam with Praxis originally 2/21/25. On the day of the exam, inclement weather led to it being canceled and rescheduled. I rescheduled the exam for 3/14/25. The day of the exam, the ******* told me I had a microphone issue. This same laptop had been used to take 3 previous Praxis exams. After troubleshooting for at least 30 minutes, I was told due to software issues and the microphone issue I would be unable to test. I contacted Praxis explained what had occurred, and requested a new test date. After speaking with a representative, I was told I'd have to purchase the test again and reschedule. The ******* put on my file that I was a "no show". I feel this is inaccurate as there was an error beyond my control. I attempted to reschedule the test but received an error message that there is a 28-day waiting period before a test can be repurchased. However, in the email, I was told that after three days, I could reschedule. I called back and was told to reschedule over the phone with my debit card to avoid the waiting period. I was not comfortable doing so, and ended the call. I found that they accept credit cards and called back. I was told a supervisor would call before I could reschedule within 24 hours. After 24 hours, I had not been contacted so I called back and was told all supervisors had left. I explained that the arrangement was made by Praxis and that they did not follow through. Since the supervisor failed to contact me, I asked if I could still reschedule and test on Saturday. I was told that was no longer an option because of the 3-day waiting period. I did not view this as a fair decision since they had not called within the time frame. I was told that a supervisor would call tomorrow morning to set up a retest. Around 1:35 pm they finally called. I am dissatisfied with the lack of accountability and now must miss work in order to retest on Monday. Praxis did not try to work with me and it is unfair to make me pay for the test a second time.

  Business Response

  Date: 03/26/2025

  Dear ****** *********, 
  
  ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding your March 14, 2025, Praxis ********************* Mathematics-CKT (7813) examination. 
  
  We have investigated your concern and sent the results of our investigation to the email address associated with your Praxis 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 professional endeavors. 
  
  Regards, 
  
  Praxis Services 
  Educational Testing Service 

  Customer Answer

  Date: 03/26/2025

  [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:03/20/2025

  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.

  I set up to take a Praxis test. I selected the correct time of 1:30PM. When I received the email from ETS it stated 1:30AM. I figured this would be an easy fix. I called and spoke to a few people and they all said that I would have to pay 40$. I know for a fact I selected 1:30PM. It would make no sense to select AM. Just as others before me I have been scammed. I am not paying them anymore money.

  Business Response

  Date: 03/26/2025

  Dear ***********************, 
  
  ETS was notified by the Better Business Bureau (BBB) that you rejected our answer concerning your March 23, 2025, Praxis ************* English Language Arts (5047) examination. 
  
  As previously communicated, we offer a variety of time slots to accommodate test takers' work and school schedules. When a candidate selects a test date and time, they are able to select from any available time, regardless of an AM or ** time slot, on the date that they wish to test. This provides candidates with the convenience of selecting the time of the day that will be the most suitable for them. 
  
  All times in the Praxis registration system are shown in a 12-hour clock, which is made evident through AM and ** designations. Only times in a 12-hour clock have AM and ** designations. The ** times have a shaded background. 
  
  Furthermore, after selecting a date and time, candidates must confirm their desired date and time several times after making the original selection. Therefore, each time a candidate selects or confirms their chosen test date and time, they are displayed the full date and time, including the applicable AM or ** designation. Additionally, all scheduled tests are shown in your online account as soon as registration is finalized. 
  
  As per Praxis policy, you must make any changes to reschedule your test at least 3 days before your appointment (not including the test day). A $40 rescheduling fee will be charged. 
  
  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: 03/26/2025

  
  Complaint: 23091602
  
  I am rejecting this response because:
  The automatic response does not pertain to the scam. You simply sent the EXACT message twice. This is not acceptable.  I already know I'm going to get the same previous responses. When this is actually fixed I will close this out. Until then it will remain open. You simple are proving that you make money by scamming teachers. 
  
  
  Regards,
  
  **** ******

  Business Response

  Date: 03/31/2025

  Dear **** D ******,
  
  ETS was notified by the Better Business Bureau (BBB) that you rejected our answer concerning your March 23, 2025, Praxis ************* English Language Arts (5047)examination.
  
  We understand your frustration and appreciate you taking the time to share your concerns.However, our response remains the same, as our registration and scheduling system is designed to provide clear time selection options, including AM and PM designations, and multiple confirmation steps before finalizing an appointment.
  
  We would like to reiterate that all test takers can review and confirm their scheduled test details both during registration and within their online account.Unfortunately, as per our policy, we are unable to offer exceptions for rescheduling outside of the stated guidelines.
  
  Thank you for allowing us the opportunity to clarify your concerns regarding your complaint with the Better Business Bureau. We wish you continued success in your professional endeavors.
  
  Regards,
  
  Praxis Services
  Educational Testing Service