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:05/27/2025

  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.

  Date of transaction: May 21, 2025 Amount paid: USD $212.50 Business commitment: ETS committed to delivering my TOEFL iBT score within 4–8 days after the test date, as typically expected and experienced by other test takers. Nature of the dispute: My score is marked as “Scores Delayed” due to an administrative review, with no clear explanation provided. Although ETS states that reviews typically take 2–4 weeks, I have not been informed of any specific reason for the delay. Steps taken to resolve the issue: I contacted TOEFL Services via email but only received a generic auto-response. No representative has explained the situation or provided a timeline. Impact: I urgently need my TOEFL score for graduate school applications. The delay without clear communication is affecting my ability to apply on time. I am requesting that ETS provide a clear reason for the delay, an estimated timeline for score release, and expedite the review process if possible. I am not asking for a refund—I am asking for accountability and transparency.

• Initial Complaint

  Date:05/26/2025

  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.

  On May 11, 2025, I attempted to take the TOEFL Home Edition exam through ETS. I successfully passed all security checks, but the test never started after I clicked to begin. The Proctor who was monitoring my session attempted to help but could not resolve the issue. The Proctor instructed me to log out and try a different computer. I followed their instructions, but when I returned to the platform, my session had already been cancelled. I was never able to access or answer any part of the exam. Later, I received a message from ETS stating that I had canceled my scores and must pay $20 to reinstate them. This is not true. I never began the test or submitted any responses, and I never requested to cancel my scores. This issue was purely technical and acknowledged by the Proctor. I contacted ETS multiple times by email and phone to explain the situation and request either a refund or a free rescheduling of the test. However, they insisted that I had canceled the scores and must pay to recover them, which is unfair and inaccurate. This situation has caused financial and emotional distress and has disrupted my academic plans. I am requesting that ETS either: Reschedule my test at no additional cost, or Provide a full refund of the test fee. I have attached screenshots of the email responses I received from ETS to support my case. For reference: ETS ID: ******** Test Date: May 11, 2025 Email: ***************@*****.*** Thank you for your support in resolving this matter.

  Business Response

  Date: 06/03/2025

  Dear ***** ********,
  
  ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding your TOEFL iBT test that was scheduled to take on May 11, 2025.
  
  Our records indicate that our team has recently been in contact with you regarding your concern.
  
  Thank you for granting us the opportunity to provide clarification regarding your complaint with the Better Business Bureau. We wish you continued success in your educational endeavors.
  
  Regards,
  
  TOEFL Services
  Educational Testing Service

  Customer Answer

  Date: 06/04/2025

  
  Better Business Bureau:
  

   

  I am writing to confirm that the company Educational Testing Service (ETS) has resolved my complaint to my satisfaction.

  Following the intervention of the BBB, ETS has re-scheduled my TOEFL exam to be taken in person in Bogotá on June 14, 2025, as I had originally requested. I am pleased with this outcome and no further action is needed at this time.

  Thank you very much for your assistance in helping me resolve this matter.

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

• Initial Complaint

  Date:05/21/2025

  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.

  Purchased an online certification test for teaching. I purchased the test and went through the procedures. Company said camera and microphone did not work and system detected other monitors. Camera and microphone worked on my end. Called company to let them know. Customer support was no help and wrote up a claim to his tech department. Email received back said it was my fault and that nothing could be done and I forfeited the money and could not reschedule test, but could buy it again and try again.

  Business Response

  Date: 05/23/2025

  Dear ******* T ******,
  
  ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding your May 16, 2025, Praxis ************* Mathematics (5164) examination.
  
  We are sorry to learn that you were unable to start your test as scheduled. As outlined on the Praxis website at ****************************************************************************************************** takers are instructed to run a final equipment check and resolve any technical issues prior to checking in for their exam. All such issues must be addressed before the scheduled appointment time. It is the test taker's responsibility to ensure a stable internet connection, functional camera and microphone, and sufficient memory on their computer in order to successfully complete the Praxis test.
  
  We recommend that candidates download the secure browser in advance of their test time and use it to perform a full system check to confirm that their equipment meets all required technical specifications.
  
  Upon investigation of your case, we found that your camera and microphone were not functioning properly within the secure browser environment.While your system may have passed a prior pre-test check or worked during previous exams, it is essential that your camera and microphone function consistently and correctly on the actual test day within the secure browser to ensure a secure and uninterrupted testing experience.
  
  Because the equipment you used did not meet the technical requirements specified on the Praxis website, we are unable to offer a refund or a free reschedule.
  
  To take the exam again, you will need to register and pay the full test fee. Please note that you do not need to wait 28 days after your original test date to retake this particular exam. If you wish to schedule a new appointment sooner, our Praxis Customer ********************** team is available to assist you with registration within that timeframe.
  
  Thank you for giving us the opportunity to address your concerns submitted through the Better Business Bureau. We wish you all the best in your future professional endeavors.
  
  Regards,
  
  PRAXIS Services
  Educational Testing Service
  

• Initial Complaint

  Date:05/21/2025

  Type:Customer Service 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.

  My name is **** *** with DOB of **** **, ****, my Appointment Number: #****************, my *** ID is ********. I am writing to formally contest the unjust cancellation of my GRE test results from the exam I took on April 21, 2025. ? I received from *************@***.*** on May 14, claiming: 1. "Your identification documents and photos submitted were inconsistent"; and 2. "Documents and other information in our files from test day indicate that you had someone else appear for the test." These accusations are entirely baseless and lack any supporting evidence, leading me to believe that the employee involved has abused their authority. ? During the exam on April 21, I used my Chinese Resident Identity Card as my identification. I completed the exam entirely on my own without any outside assistance. ? On May 3, 2025, I received an email **** *****************.*** requesting that I upload a photocopy of my passport, which I promptly did on the same day. I am confused as to how it has been concluded that my identification documents and photos submitted were inconsistent. Both my Chinese Resident Identity Card and my passport clearly contain my photograph, name, and date of birth, all of which are consistent with one another. ? Furthermore, the claim that documents and other information in your files indicate that I had someone else take the test is without merit. I request that *** provide clear, concrete evidence to support these serious accusations. ? The actions taken by the staff at *** constitute a serious violation of my rights and have tarnished my reputation without justification. All accusations against me lack sufficient evidence, and my identification documents are valid and belong to me. This unjustified defamation seriously damages the integrity of ***. ? I demand *** corrects this mistake and the restoration of my test scores. ? Thank you for your immediate attention to this matter. I look forward to your prompt response. ? Sincerely, **** *** ?

• Initial Complaint

  Date:05/19/2025

  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 took the GRE at home on March 26, 2025. Shortly after, ETS notified me that my scores were under administrative review. They offered options for appeal and asked me to submit documentation. I responded within the allotted time and provided: A formal written response disputing their claim My official UVA master’s transcripts Receipts and proof of GRE prep services Detailed study plans and personal preparation materials I have email proof confirming that my response, along with all attachments, was submitted prior to their deadline. Despite this, ETS falsely claimed I did not respond and proceeded to cancel my scores, offering only a test voucher in return. This directly violates their own review process and has resulted in significant academic harm, including missed graduate program deadlines and the disruption of my academic progress. I am filing this complaint because ETS failed to honor its commitment to a fair and timely review, even after I fully complied. Their conduct has caused real damage to my future opportunities. I request an immediate re-evaluation of my case, reinstatement of my scores, or review by an impartial third party.

• Initial Complaint

  Date:05/15/2025

  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.

  The company unreasonably canceled my GRE test while I was in the middle. The rational was that I had unauthorized software running during the exam. However, the screen was recorded during the process and it is clear that I did not make use of any such software. It is possible that some kind of application was running in the background. However, if so, it was because the ******* told me to restart the computer after an antivirus notification occurred, which caused an application like that to automatically start. In that case, the responsibility lies with the *******. Because of this, I was treated unreasonably, and the company should either let me finish the exam or give me a refund.

• Initial Complaint

  Date:05/15/2025

  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.

  On 04/30/25 at 5:30pm I was scheduled to take praxis exam. The location was at the school which I work. The class room was empty, walls covered to ensure I met protocols and requirements for taking at home test. This was my third time taking this exam so I made sure I studied diligently to pass exam. The previous time I fell short by three points and the first time I fell short flail points! I did not want to fail again so I studied day in and day out until the day of my exam. I spoke with a gentleman from ETS and he advised me that my test was flagged and under review. I switched careers to become an educator and for them to flag my exam after all the work I put in to learn and understand the information is immoral. Something has to be done and they need to know Im not stopping until my scores are released. Im not disputing the charge I only want my results so I can move on with my career in education. Please help me.

• Initial Complaint

  Date:05/15/2025

  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.

  Educational Testing Services, which administers the PRAXIS exams for students seeking teaching licenses, routinely refuses to refund students their money when technological problems prevent them from taking the exams. I'm writing about a specific incident in which PRAXIS administrators refused to refund a student her payment. My email below describes the **************** whom it may concern:I am writing to urge you to reconsider your decision to deny a refund to my student, ******** ****. She paid $154.50 to take the Praxis Core Reading, Writing, and Math tests on Monday, April 7 at 3:30 PM, but was prevented from doing so due to circumstances entirely beyond her control. Her candidate and test registration details are below.************************* experienced a complete internet outage from 2:00 PM to 7:30 PM on April 7. ******** had reserved a study room at the ******************************** and was fully prepared to complete her exams. However, when the internet failed, she had no reasonable way to relocate to another quiet, internet-equipped location a challenge exacerbated by our rural setting.Given that the interruption was unforeseeable, unavoidable, and directly responsible for her inability to complete the exams, I respectfully request that you reconsider and approve her refund. Thank you for your time and understanding. Please do not hesitate to contact me if you require any additional information.Sincerely,******* ***** *********** penalizes students who can barely afford their college education, never mind the high costs of the tests leading to licensure. In the case above, the denial of the student's appeal was unconscionable. Sincerely,******* *****

  Business Response

  Date: 05/16/2025

  Dear ******* *****,
  
  ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding the PRAXIS examination.
  
  Please be advised that Privacy laws require that requests to update or release information of a personal nature (such as identification, address, designated institutions, and account history) come directly from the test taker only. We cannot release any information about a test taker to relatives or friends.Please advise the test taker to contact Praxis Services directly concerning this matter.
  
  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,
  
  Praxis Services
  Educational Testing Service

• Initial Complaint

  Date:05/14/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I registered for and took the ETS TOEFL Home Edition on May 7, 2025. My Candidate ID is *********, and my ETS TOEFL ID is ********. On May 10, 2025, ETS notified me that my entire score report had been canceled because my “speaking section did not reflect original and independent work.” What the business committed to provide: ETS promised to deliver a reliable, fair evaluation of English proficiency and to report official scores in a timely manner. I complied fully with all instructions during the test. The online proctor monitored my environment via webcam and microphone throughout the entire session. I followed all rules, worked independently, and spoke spontaneously using my own thoughts. Nature of the dispute: ETS accused me of academic dishonesty without giving any evidence, examples, or opportunity for defense. I received only a vague, automated explanation, which lacked transparency or fairness. As a test-taker, I believe I have the right to know what I am being accused of specifically and to defend myself against such claims. Whether or not the business has tried to resolve the problem: I submitted a formal appeal to ETS Test Integrity on May 11, 2025, explaining in detail how I completed the exam honestly. Despite repeated follow-ups, ETS has neither responded with meaningful details nor offered an option to retake or review the test. Their process lacks due process and disregards the stress and consequences placed on test-takers like myself. This cancellation has severely disrupted my graduate school application plans. I urgently request the BBB’s assistance in compelling ETS to restore my score or at least provide clear, case-specific evidence so I can respond appropriately.

• Initial Complaint

  Date:05/14/2025

  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.

  Background of the Incident On May 11, 2025, I took the TOEFL exam (Registration Number: ****************,Birthday: ****/**/**). On May 13, 2025,, I received a notification from ETS stating that my score was canceled due to "Speaking response did not reflect your own original and independent work. " without providing any substantive evidence. I have repeatedly requested clarification and evidence from ETS via email, but they only responded with "the decision is final" and refused further explanation. On the one hand, I suspect that ETS’s actions were motivated by discrimination, because it cannot provide evidence. I believe that the FBI and other departments in the United States will not judge a person without providing evidence either. ETS failed to follow its published Test Taker Rights and Responsibilities by denying me the right to appeal or review evidence. On the other hand, the behavior of TOEFL is undoubtedly an unfair clause. Just like a consumer who spends money on something, the merchant takes the item back for no reason and doesn't refund the fee to the consumer. Finally, I know that my personal strength is weak, but I believe that the US government is fair.