Business Profile

Educational Consultant

Educational Testing Service (ETS)

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Complaints

This profile includes complaints for Educational Testing Service (ETS)'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

2,467 total complaints in the last 3 years.
559 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:07/21/2022
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.
I was scheduled to take a Praxis exam on 7/19/22. I took the Praxis Core Reading exam. My ************************ T; yelled at me for moving my lips when I was taking the exam. I was not talking out loud, but rather trying to read from the test. I was very unhappy with the way she yelled at me about this and I did nothing wrong. I have taken this test many times and not passed. I now have a tutors help and was really hoping to pass. I feel that part of my failing was because the ******* was interrupting me and causing me to not focus.
Business Response
Date: 07/22/2022
Dear *****************************,
We were notified by the Better Business Bureau (BBB) of your complaint regarding your July 19, 2022, At-Home test admin for the Core Reading (****) Exam. We regret to learn of the problem during your test administration.

In your complaint, you mentioned that you were interrupted by the ******* because you moved your lips while reading the test items. The test admin was reviewed to identify the issue. We apologize for the interruption; however, this action was in your favor as the response was the proctors attempt to prevent immediate termination and cancelation of your test admin.

As you recall Item 6 of the instructions, which you agreed to on test day, Item # 6 specifically stated that Speaking/Reading aloud during the exam is not permitted. Although you believed that you were simply moving your lips, the sound from this action was audible, and the enunciation was distinct. For security reason, this is a violation of the test, and you agreed to this restriction at the beginning of the test.

You mentioned that your performance was impacted as a result. We compared your performance on this test admin to the ones previously taken and found no marked difference as the performance is consistent on all the **** tests taken. As such, the reported score is valid.

Thank you for taking the time to contact us, and we wish you success in your professional endeavors.

Regards,
Praxis Program
Educational Testing Service
Initial Complaint
Date:07/21/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This is *********************. I am writing you this letter because my recent taken GRE examination was canceled without any follow-up explanation. I have been calling you for days wanting to have the feedback, however every time I got in touch with the online customer **********************, I either got a rude response with no plausible explanation, or someone shirked the responsibility.I never thought it would be this hard to get an answer for an unexplained canceled examination score from ETS, the worlds largest educational testing service. I will not stop trying to get an answer and hopefully get my score back, at least getting my fee back so I could schedule another examination.
Business Response
Date: 07/22/2022
Dear *********************,

ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding your June 20,2022, GRE General Test examination.

The Test Security Analyst assigned to your case will be contacting you shortly regarding your June 20, 2022 GREGeneral test at home test administration.

Regards,

Office of Testing Integrity (OTI)
Educational Testing Service
Initial Complaint
Date:07/20/2022
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.
On June 14, 2022, I was scheduled to complete a Praxis examination for Writing (****). I followed all established rules and regulations per the ********* instructions and arrived on time for my test. When the ******* certified me and attempted to launch the test, it was showing up as cancelled. They immediately told me to contact the Office of Testing Integrity at ETS and gave me no additional information. Upon making several calls to this office, most of them on hold for over an hour, I got through to someone that told me that they have no information and that a rep will reach out by email. It has now been over a month and no response from anyone. When I called back today to complain, they said they still have no answer. They refuse to apply my balance paid ($90) toward a retest, which is all I am seeking. They said I would need to pay for another test when they refused to administer the original test to me! Please help me resolve. I would like a retest at no charge to me to resolve the concern.
Business Response
Date: 07/21/2022
Dear *********************************,

ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding the Praxis Core Writing Exam that you had scheduled for June 14, 2022.

We must strictly enforce the policies and procedures we have in place as test security is very important to the Praxis program. As indicated on the Praxis Test at home website, test takers are to follow all testing rules including you must disable any screen-sharing or remote-access software prior to testing otherwise,scores are cancelled without a refund. Please familiarize yourself with test procedures before taking any other tests administered by ETS and ensure you dont have any unauthorized software running on your device. Violation of test procedures may result in score cancellation, and repeated violations may result in your exclusion from future testing.

Thank you for granting us the opportunity to provide clarification regarding your complaint with the Better Business Bureau. We wish you continued success in your educational endeavors.

Regards,

Office of Test Integrity
Educational Testing Service
Customer Answer
Date: 07/21/2022

Complaint: 17595978

I am rejecting this response because:

I did not have screen sharing or remote access software installed on my computer. This was judged in error. Please ***** me a free retest or refund my money.

Regards,

*********************************
Business Response
Date: 07/26/2022
Dear *********************************,

ETS was notified by the Better Business Bureau (BBB) that you rejected the response we provided.

Your most recent comments reflect a high-level of disagreement about our policies and procedures. While our opinions about adhering to these policies and the resulting consequences may differ, we respect your right to your point of view. All specific concerns related to Educational Testing Services' products and customer ********************** were previously addressed. As such, we are unable to be of further assistance regarding this matter.

Although the Better Business Bureau is familiar with our policies and procedures, we thank you for taking the time to contact us granting the opportunity to provide clarification regarding your complaint with the Better Business Bureau.

Regards,

Educational Testing Service
Customer Answer
Date: 07/26/2022

Complaint: 17595978

I am rejecting this response because: I was not provided a resolution. I am still requesting a refund of my $90.00. The claim that I have had remote software running in the background is false as I had previously tested successfully with the same computer.

Regards,

*********************************
Business Response
Date: 07/28/2022
Dear *******************************,

ETS was notified by the Better Business Bureau (BBB) that you rejected the response we provided.

This customer's most recent comments reflect a high-level of disagreement about our policies and procedures. While our opinions about adhering to these policies and the resulting consequences may differ, we respect their right to their point of view. All specific concerns related to Educational Testing Services' products and customer ********************** were previously addressed. We are unable to be of further assistance regarding this matter.

Best regards,

Office of Test Integrity
Educational Testing Service
Customer Answer
Date: 07/29/2022

Complaint: 17595978

I am rejecting this response because: a refund, as requested as the satisfactory resolution due to the test not being administered as agreed upon, was not furnished. Please provide a refund as requested as no test had been administered. Please refund me in the amount of $90 before other measures are considered.

Regards,

*********************************
Initial Complaint
Date:07/19/2022
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 registered to take the at-home, School Leadership, *** Test at a cost of $425. I reviewed all rules and regulations posted on the ETS website for both the computer and testing environment. I ensured all rules were followed and passed all of the equipment tests. On the day of the test, I went through all required prompts with *******. Upon the ******* launching the at-home test, the test did not launch and displayed an error. I immediately called ETS and was informed that I "would not be testing today" and that the office of testing integrity will be conducting an investigation. I called back today and was informed the investigation will not begin for 2 weeks and it will *********** weeks. There are several phrases that have been used such as "if you are eligible for a refund" and "depending on the results of the investigation".The ETS site states: Be sure that your computer and testing room meet the following requirements before you register for a Praxis test at home. If they don't, you won't be able to test and your test fee will not be refunded. My testing environment met all requirements (as shown on the proctors recorded video) and my computer met all of the requirements listed on the given site: https://www.ets.org/praxis/register/at_home/requirements Additionally, the guidance and requirements provided on the ETS website are inadequate, insufficient, and certainly not descript enough to refuse a refund. Further more, ETS failed to post any type of at-home test taking policy on the *** website.The way I have been treated by this company has made me feel like a criminal- I have done nothing wrong. I have worked with a representative to reschedule the exam at a testing center. I have paid an additional $425. I am seeking the original $425 be returned to me.
Business Response
Date: 07/21/2022
Dear *******************************,

ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding the Praxis SLLA Exam that you had scheduled for July 15, 2022.

The administrative review pertaining to your July 15, 2022 PraxisTests at Home scores is still underway. If you have not heard from us within one week, please contact the Office of Testing Integrity at ************** or ************************************ for an update.

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 Series
Educational Testing Service
Customer Answer
Date: 07/21/2022

Complaint: 17591874

I am rejecting this response because:
The response reads "The administrative review pertaining to your July 15, 2022 Praxis Tests at Home scores is still underway."

The complaint filed did not concern test scores. Instead, the complaint was related to: (1) the scheduled test being terminated prior to seeing the first question even though my hardware and environment met or exceeded all requirements for testing, (2) the companies failure to provide adequate directions and policies for SLS at-home testing, and (3) poor treatment of customers.

I have spent hours on the phone (either on hold, waiting for a representative, or speaking with a representative) to no avail. Upon speaking with representatives, I am not given any information except "there was a security issue" and "a refund depends on the results of the investigation which will take up to 2 months". No information is actually being provided.

Regards,

*******************************
Business Response
Date: 07/26/2022
Dear *******************************,

ETS was notified by the Better Business Bureau (BBB) that you rejected the response we provided.

We must strictly enforce the policies and procedures we have in place as test security is very important to the Praxis program. As indicated on the Praxis Test at home website, test takers are to follow all testing rules including you must disable any screen-sharing or remote-access software prior to testing otherwise, scores are cancelled without a refund. Please familiarize yourself with test procedures before taking any other tests administered by ETS and ensure you dont have any unauthorized software running on your device. Violation of test procedures may result in score cancellation, and repeated violations may result in your exclusion from future testing.

Although the Better Business Bureau is familiar with our policies and procedures, we thank you for taking the time to contact us granting the opportunity to provide clarification regarding your complaint with the Better Business Bureau.

Regards,

Educational Testing Service
Customer Answer
Date: 07/26/2022

Complaint: 17591874

I am rejecting this response because:
I have read, familiarized, and fully understood all testing requirements prior to testing. The only remote software running on my computer during the time of testing was that of the ********* (who was remoted into my computer and actively making changes up to when she launched the test). As a professional, I am a director of technology for a school district who is often the one providing technical support for the remote programs you are providing as examples. I am aware of all tools on my computer - none were running at the time of testing as verified by myself and the *******. As brought forth in the initial complaint: the guidance and requirements provided on the ETS website are inadequate, insufficient, and certainly not descript enough to refuse a refund. Further more, ETS failed to post any type of at-home test taking policy on the *** website.
The response you have provided does not reference any formal policies or postings on the website NOR does the response state the name of the remote program that was allegedly running on my computer during time of tested.
Again, I am seeking the original $425 be returned to me. Your company failed to provide a service that I paid for and I am entitled to a refund.

Regards,

*******************************
Business Response
Date: 07/28/2022
Dear *******************************,

ETS was notified by the Better Business Bureau (BBB) that you rejected the response we provided.

This customer's most recent comments reflect a high-level of disagreement about our policies and procedures. While our opinions about adhering to these policies and the resulting consequences may differ, we respect their right to their point of view. All specific concerns related to Educational Testing Services' products and customer ********************** were previously addressed. We are unable to be of further assistance regarding this matter.

Best regards,

Office of Test Integrity
Educational Testing Service
Initial Complaint
Date:07/18/2022
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 a ***** ibt test taker, and I took the ***** ibt test on June 7th, 2022 07:20 PM (CT). The test registration Number is **************** and My ETS ID is ********. I have not received my scores yet. I was notified that my scores are on hold, and that the review should take between 2 - 4 weeks.I have sent many emails to ETS and called the *** department several times, but I didn't get any meaningful response. Each time have been told that my exam is "under administrative review" with a suggestion that I needed to wait. I have strictly followed all the guidelines and instructions provided to me on the ets website. I didn't disobey any test taker's rules on my test day, and I received no warning from the test assistant. I worked so hard and Ive spent two months working day and night for this test. I accept the reasonable review from the ETS. But ETS cannot hold my scores randomly without any reason. I paid for the service and I think I deserve their feedback. However, they did not provide the service that they said on their website. Now four weeks have already passed, and I have not been notified yet. I wish to know if possible what is the reason for the delay, and for the review to end as soon as possible.More importantly, I do hope ETS could report my toefl test score as soon as possible as it may cause significant negative effect to my graduate school application.
Business Response
Date: 07/19/2022
Dear *************************,

ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint concerning the ***** test you took on June 7, 2022.

The **** Security Specialist assigned to your case will be contacting you shortly regarding your June 7, 2022 ***** iBT Home Edition testadministration.

Sincerely

The ****** of **** Integrity
Educational Testing Service
Customer Answer
Date: 07/19/2022

Complaint: 17576205

I am rejecting this response because:

It has been far over four weeks. I would like a more concrete timeframe for when I can expect to hear a decision about releasing my scores. I need to emphasize that I have strictly followed all the guidelines and instructions provided to me on the ets website. I didn't disobey any test taker's rules on my test day. I worked so hard and I have spent two months working day and night for this test. I have been treated unfairly and unprofessionally. More importantly, this score is extremely important to me as a well-known university has accepted me and the deadline of TOEFL submitting is very close. ETS claims it is for the fairness and validity of the test, but they have overdrawn their credibility. They don't care about the future of students in the slightest and they just repeat meaningless words over and over again. Therefore, I refuse to respond until my scores are released.

Regards,

*************************
Business Response
Date: 07/22/2022
Dear *************************;

ETS was notified by the Better Business Bureau (BBB) that you again rejected our original response concerning the ***** test you took on June 7, 2022.

Our records indicate the **** Security Analyst assigned to your case has emailed you a letter regarding the status of your June 7, 2022 ***** iBT Home Edition scores. Please make sure to read the letter.

Sincerely

The ****** of **** Integrity
Educational Testing Service
Initial Complaint
Date:07/16/2022
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 would like to file a complaint via BBB.org on behalf of Educational Testing Service (ETS) for the following reason. On July 8th, 2022 I took an exam titled Praxis **** ********************* Science (****) and was supposed to receive test results Issue date on July 15th, 2022. I have received the following message as to why ETS.org has not released my scores as follows: Please contact ETS at ************** to obtain information on your delayed score report. When calling, inform the customer ********************** representative that your Praxis scores are not available to access on your account.I attempted to call ETS on Friday July 5 to resolve the issue and was put on hold for over two hours without getting ahold of a customer ********************** representative. When I further researched what the issue could be I was taken to their website https://www.ets.org/praxis/scores/questioning . ETS has refused to post my exam scores according to the site as stated in the following: Upon further review of their policies via their website, It was brought to my attention that ETS believes my scores are under review by the office of integrity and I should hear back in 2-4 weeks as they believe I received assistance during the administration. This is very unprofessional, and nothing could be further from the truth. The ETS organization has put my career as a teacher in jeopardy and have provided no further explanation for the results of my test scores. I have taken 6 exams prior to this exam without any controversy and take pride in the integrity of my actions. For them to question my integrity is complete discrimination and has caused distress to myself and my family. I do not have 2 weeks to wait for my results as I need to provide evidence to my institution of my passing scores by the end of July. I would like to file a complaint via the *** on ETS. My Candidate ID number for the *** Praxis is ******** and my email address is ***************************** I purchased the exam on June 23 2022
Business Response
Date: 07/19/2022
*************************************************************************** was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding the Praxis test that you took on July 8, 2022.

The ETS Office of Testing Integrity was conducting a review of this Praxis administration due to the reported infraction on test day. Most of these reviews are completed within a short period of time; however, in rare cases, the review can take longer. The assigned Test Security Analyst has informed us that this review has been completed, and the scores have since reported. The score is available in your Praxis account.

We sincerely regret the delay, and we hope you understand these measures are necessary to ensure the validity and fairness of the Praxisscores for all test takers.

Sincerely
Praxis Program
Customer Answer
Date: 07/19/2022
[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:07/16/2022
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.
When I was doing the gre test and in the third session today, my test was terminated by ************************* G. She said she had evidence that I may have received assistance during the test administration, but that was not the case, I would like to know what evidence the ETS Office has on this case because I didn't do anything that was not allowed during the session. ******* irresponsible termination of the session was not acceptable! It completely interrupted my plan for getting test score on time. I want to report this to ETS commission and want to be treated fairly
Business Response
Date: 07/19/2022
Dear *****************,

ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding your July 16, 2022, GRE General Test examination.

The ETS Office of Testing Integrity is conducting a review of your July 16, 2022, GRE General Test at-home administration due to a reported infraction on your test day. Most of these reviews are completed in about four weeks; however, in rare cases, the review can take longer. The assigned Test Security Specialist will be in contact with you shortly regarding the status of your case.

Regards,

Office of Testing Integrity (OTI)
Educational Testing Service
Initial Complaint
Date:07/14/2022
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.
ETS is refusing to give me a refund or allow me to take the test I paid for. They say that I did something wrong and that is not true. This was my response to them. I completely disagree and I do not feel that I did anything wrong at all. I think you took $75 from me and refuse to provide the service that you advertised. If you are saying that I failed to have a device required to test, then you should have made that part of the system checks that need completed prior to testing. I did all of that and it was all fine/green. I did my part. You did not do yours. I spent hours and hours studying, preparing, analyzing my testing environment/materials. I did what I was to do. You did not. I will be filing a fraud complaint with the BBB. You cant take money from teachers and not do everything you need to do to provide the service. This is unacceptable.
Business Response
Date: 07/19/2022
Dear ***************************,
We were notified by the Better Business Bureau (BBB) about the difficulty in launching your at-home test in your recent test admin. A full investigation was launched, and it is confirmed that the system precheck required to be performed by the test taker on his/her personal computer prior to the test day was not performed.
Due to the at-home testing method requiring specific system and network requirements (https://www.ets.org/praxis/test_day/), we advise the test takers to run equipment checks prior to their test date. Each test taker is responsible for ensuring that they complete and pass these system checks prior to their test date. Our records show that there was no attempt to complete the Test-It-Out checks required to allow a successful launch. If you choose to test to use this format in the near future without the precheck requirement, the admin is likely to end with the same result. The test taker is responsible for the equipment used in the At-home testing environment. As such, the test fee is nonrefundable.

However, in light of the issue, we are forwarding your inquiry to the department for review to determine if anything else can be done to further assist you. We wish you the best in your professional endeavors.
Regards,
Praxis Program
Customer Answer
Date: 07/19/2022

Complaint: 17570797

I am rejecting this response because: I did do all the pre-testing checks as I stated in my email to you and to BBB. I did these checks the day I registered and an hour before I was to test. Each check showed up all green for all components. This was not my fault as is being claimed. You did not provide the service advertised. All I want is a refund, or to take this test. I am even willing to travel to a testing center to ensure I can actually test since the at home system is faulty.

Regards,

***************************
Business Response
Date: 07/22/2022
Dear ***************************,
The Better Business Bureau (BBB) notified us that you rejected our response. System checks completed on our Website are captured and stored in your file. The captured activity provides us the details and causes of the failed launching of the exam. It is incumbent on the test taker to follow the guidelines offered during the registration process for the At-Home option. Any deviation from the established procedures will be the test takers responsibility.
Be reminded that test takers still have the option to visit a local test center if they prefer to test at the center or if their systems do not meet our requirements for the At-home administration. Our record indicated that you were contacted by our department to determine how best to further assist you. Please review the correspondence sent on July and respond to that email.
Best regards,
Praxis Program
Initial Complaint
Date:07/12/2022
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 took my Praxis test on July 6th. I have taken this test before, and I did not pass it. I received those scores back in a matter of days. This time, my scores are under review. I HAVE TO HAVE THESE SCORES BACK BY THE END OF THE ****** They are now saying that it will take 4 to 6 weeks to get those scores back, as it takes 2 weeks to even start a case. They can not tell me why my scores are under review this time, when they have never been under review before. I will not have a job if I do not get these test scores back by the end of the month, and they are completely unwilling to rush the process or even tell me what I can do.
Business Response
Date: 07/13/2022
Dear ***************************,

ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding the Praxis test that you took on July 6, 2022.

The ETS Office of Testing Integrity is conducting was conducting a review of this Praxis administration due to the reported infraction on test day. Most of these reviews are completed within a short period of time; however, in rare cases, the review can take longer. The assigned Test Security Analyst has informed us that this review has been completed, and the scores are released for reporting. These scores available in your Praxis account.

We sincerely regret the delay, and we hope you understand these measures are necessary to ensure the validity and fairness of the Praxisscores for all test takers.

Sincerely,

Praxis Program
Customer Answer
Date: 07/13/2022
[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:07/10/2022
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.
On June 23, 2022 I was taking the *** **** test at home. I ran the diagnostic on my computer the day before the test, 2 hours before the test, & before I started my test. The diagnostic said that my computer passed the requirements. But when the ******* got online she couldn't hear me. The ******* did a troubleshoot on my ********************** I never even started the test. I called *************************** said I would have to wait **** business days to get a response from them on the matter. I called in 5 days & the guy said they would not allow me to reschedule. I NEVER started the test at ALL that day. They would not reschedule the test or give me a refund. It was a total waste of $156.00 dollars.
Business Response
Date: 07/11/2022
Dear *************************,
We were notified by the Better Business Bureau (BBB)regarding your experience with your recent test admin. A full investigation was launched, and it is determined that there was a problem with your microphone on test day. The test taker is responsible for the equipment used in the at-home administration. Although our technical team made effort to assist you, the issue could not be resolved. If you continue to have technical issue with your equipment, you may consider utilizing a local test center to complete your exam.
In light of the issue, we are forwarding your inquiry to the department for review to determine if anything else can be done to further assist you. We wish you the best in your professional endeavors.
Regards,

Praxis Program

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Educational Testing Service (ETS) is NOT a BBB Accredited Business.