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

• 

  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

• 

  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

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:07/08/2022

  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 am trying to take the Praxis ****************** **** exam for a job I have applied for. I was scheduled to take the test on Friday, July 1 at home, and the session was terminated due to security issues within the ETS server. I was told I would have to reschedule the test and was never told what the issue was. I am trying to reschedule my test and am willing to travel to one of their testing centers to take the test. However, I was told my account has a hold on it due to the termination of the test and I can not schedule another test for 28 days. I have not seen the test, so I have no idea what it looks like. All I want to do is to reschedule my test at one of their facilities before my interview.

  Business Response

  Date: 07/13/2022

  Dear *****************************,

  
  ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding the Praxis Series test that you took on July 2022.
  
  The Test Security Analyst assigned to your case will be contacting you shortly regarding your July 1, 2022, Praxis Tests at Home test administration.
  
  We sincerely regret any inconvenience that you may experience, and we hope you understand these measures are necessary to ensure the validity and fairness of the Praxis scores for all test takers.
  
  Sincerely,
  
  Office of Test Integrity
  Educational Testing Service

  
  

• Initial Complaint

  Date:07/07/2022

  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 ETS ID-8NF99E63 I had given my ETS GRE exam about 35 days ago and still haven't received my score card. There is no proper communication from the ETS team and I have sent them a mail about my problem and all I received was a mail stating they are busy and need 3-5 days for responding. After 5 days I have not received a mail from them and most probably will receive another computer generated mail after a week or 2. This is not the first time I am facing the problem with ETS. They had cancelled my earlier score stating - plagiarism which is not acceptable as I have written the exam on camera live where I was being proctored.This complaint is about my second GRE attempt and it has been more than 35 days since I have given my exam. I have spent 540$ on the examination with absolutely no return and no proper reasoning from the ETS. It has been an absolute waste of my money and time with no gain due to delayed or cancelled score( as they want to loot more money).I had planned to start my master's 6 months ago and still haven't started it due to the ETS GRE score card issue.I might have to wait another 6 months because of them.

  Business Response

  Date: 07/11/2022

  Dear *************************************,
  
  ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding the GRE General Test that you had scheduled for June 2, 2022.
  
  The administrative review pertaining to your June 2, 2022 GREGeneral Test 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.
  
  The Test Security Analyst assigned to your case will be contacting you shortly regarding your June 2, 2022 GRE General Test at-home test administration.
  
  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 Testing Integrity
  Educational Testing Service

  Customer Answer

  Date: 07/15/2022

  
  
  Complaint: 17531695
  
  
  I am rejecting this response because:
  They have sent me a mail stating they will send my score card within a week and it's been a week since they sent the mail.There is no response to my mails and my results are getting more delayed.I have been requesting them and still they don't respond.Please do look into this matter and send me my score card .
  
  
  
  Regards,
  
  
  *************************************

  Business Response

  Date: 07/19/2022

  Dear *************************************,
  
  ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding the GRE General Test that you had scheduled for June 2, 2022.
  
  The Test Security Specialist assigned to your case will be contacting you shortly regarding your June 2,2022 GRE General Test at Home test administration.
  
  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
  

  Customer Answer

  Date: 07/21/2022

  [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:07/06/2022

  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 signed up for the at-home GRE test (due to my pregnancy, distance to an in-person site, and for COVID concerns). The date was 04/27/2022 @ 6:30 AM and the appointment number was #****************. My testing session was terminated during a break. Due to the circumstances, I should be refunded the testing fee or allowed to re-schedule at an in-person site. I had a sudden medical situation with my pregnancy, and was supposed to be on reduced activity. It was too late to get a medical exemption (due to their office hours) and too late to reschedule. Having successfully passed the GRE before (the new program needed new scores) I decided to try to just do it rather than lose the money. At the start of the session, the first ProctorU employee let my husband walk up the stairs to show my cell phone (as requested) and then take it away again. I was initially grateful for the sensitivity and reasonableness shown by the first ProctorU employee, especially with what we were going through.During the break, my husband brought it up the second time as requested, and we communicated just as we had with the first employee. The second employee (******************* N.) terminated the session saying I was "communicating" with someone. I filed a complaint that day (4/27/2022) and received a form response from "*****" (Agent ID *****. After two months of fruitless follow-**** I finally heard back on 6/30/2022 from a *************************. While he confirmed that ProctorU did not follow ETS's own protocols (as the first employee "never should have allowed" my husband to bring my phone up) he also said ProctorU's mistakes didn't matter. It was "my responsibility" not to follow the lead of the ProctorU employees. It's a nightmare loop. ETS states I have to contact ProctorU (the 3rd party vendor running the session) for a refund if my complaint is with how they ran the session, and ProctorU says it is up to ETS to decide issue a refund. No one cares ProctorU didn't follow protocols.

  Business Response

  Date: 07/07/2022

  Dear *******************************,
  
  ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding your April 27,2022, GRE General Test examination.
  
  We have concluded our review of your April 27, 2022, RE General Test at ******************** and our records indicate that the outcome has been shared with you.
  
  Your April 27, 2022, RE General Test at-home administration was terminated because you failed to follow directions by talking to another individual during the test administration. As stated on the GRE website, we ask test-takers to follow all testing rules;otherwise, the test will be canceled or voided with a forfeit of test fees. We specifically ask that you don't communicate with anyone other than the *******,and this information can be found via https://www.ets.org/s/cv/gre/at-home/test-day/. Please do not hesitate to contact us at ************ if you require further clarification this matter
  
  Regards,
  
  Office of Testing Integrity (OTI)
  Educational Testing Service
  

  Customer Answer

  Date: 07/08/2022

  
  
  Complaint: 17528013
  
  I am rejecting this response because:

  
  ETS has a responsibility to provide competent proctors who understand their company's rules/policies. They did not. As ETS employee admitted, ProctorU failed to follow ETS policies/rules with how they applied the "communication rule" between the first and second check-ins with different proctors. ETS is ignoring the mistakes of the ProctorU employees, and want to place all the responsibility with me. I've been a ******* for ETS before (SATs) and I know the difference between the ********* job and the test taker's job. From what I can tell, ETS wanted me to do both jobs at the same time Why am I paying for the at-home *******, if I have to double-check they are correct? Why does ETS offer that service if they can't supply dependable proctors who know the rules/policies?

  ETS is shameless. As they are happy to tell you, they have an audio and video record of the whole session--they know the first ******* allowed me to call down to my husband for my phone (which they insisted on seeing). They know for a fact my "communication" was previously allowed, and had nothing to do with the contents of the test. They also know my track record--between the PSAT/SATs, previous GRES and many PRAXIS tests for my teaching license, I never had a single problem over the two decades I have taken tests with ETS and I passed every test. 

  
  ETS had a responsibility as a vendor to provide knowledgeable proctors, and they failed. They are grasping for a rule, any rule, to justify why their failure was "right" and I am "wrong". I know monopolies have no motivation to care if they are hypocritical, or if they break their own rules. It's just wild to see it like this up close.  
  
  Regards,
  
  
  ********* Meehan 

  Business Response

  Date: 07/11/2022

  Dear *******************************,
  
  ETS was notified by the Better Business Bureau (BBB) that you rejected our answer concerning your April 27, 2022, at-home GRE General Test examination.
  
  Your most recent comments reflect a high level of disagreement with 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 regret that we are unable to be of further assistance regarding 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,
  
  Office of Testing Integrity (OTI)
  Educational Testing Service
  

• Initial Complaint

  Date:07/06/2022

  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 tried taking the praxis for the second time on 6/15. My first time with the same computer no issues and I didnt get the scores needed. So I attempted to test again on 6/15. The ******* tried acceding the test and it would not let us in. Well here we are 4 weeks later and still no refund or test date. They say it was a security issue but they also say they will not let me know if there was a program running that should not have been. How would I know what to close down the next time if they wont tell me. They worst part about this is the customer ********************** has been horrible. They are rude and say keep waiting for an answer. This seems to happen far too much. I want my money back as I was not allowed to test or even get into the test. How would this be a security issue. ? All programs were shut down by the ******* and nothing was running. I need help here

  Business Response

  Date: 07/11/2022

  Dear *************************,
  
  ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding the Praxis test that you took on June 15, 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 you have been contacted with the status of the reporting. 
  
  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: 07/11/2022

  
  Complaint: 17528225
  
  I am rejecting this response because:
  
  
  
  Regards,
  
  *************************

• Initial Complaint

  Date:06/27/2022

  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.

  I sent in a check for a score review on June 2,2022?my request was time sensitive. I did not hear from ETS I called on June 27 to be left on hold one and half hours to find out my check was made out to Praxis not ETS praxis. I was told a letter went out in the mail on June 24, 2022 I have to start the **************** again.My issue is an email could not be sent to let me know my request was not bring processed I had to call wait on hold for a lengthy amount of time to be told I have to do this again.Now I have to wait another 20days to see if my score can be reviewed.This is outrageous. Very upset about what I was told

  Business Response

  Date: 06/28/2022

  Dear *****************************,

  We were notified by the Better Business Bureau (BBB) of your complaint regarding the status of your score review.
  When you contacted our office on June 27, you were provided details for the reasons of the delay.  The request and the check were separated and processed separately. The delay was caused by the name of the payee submitted on your check. To avoid this error, test takers are provided the instructions of how to make payment by check for a score review: Payment: Please make check or money order payable to ETS--Praxis. The instructions were not followed and ETS could not accept your check for payment.  The check was returned to the sender.

  As you may know, a check is acceptable form of payment, but the check must be payable to party as listed in the instructions.  Failure to do so may cause the processing to be delayed. The check processing is subject to a more complex transactional format.  The check processing was delayed when the issue was identified, and so the check had to be returned after verifying that it could not be tendered as written.  The check was returned with a letter describing the requirement for this type of transaction.

  While we are honoring your request for a score review, the result cannot be released until the payment agreement is satisfied.  You may contact us with your payment by credit card since the payment by check is causing the delay.

  Thank you for sharing your concerns, and we wish you success in your endeavors.

  Regards,

  
  Praxis Program

• Initial Complaint

  Date:06/22/2022

  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'm writing to check on the status of the investigation associated with the Praxis Series [Incident: 220525-004431]. My test was originally scheduled for 5/25/22. Prior to taking the test, I performed the ProctorU tests and passed everything. When getting set up with my *******, no issues were encountered. As far as I've been told, my test was cancelled due to a security issue, but the ******* was unable to specify what exactly was wrong and mentioned I would need to directly contact ETS.It has now been over a month since I've first contacted ETS, and I've reached out to the ****** of **** Integrity several times with no response. Honestly, this is pretty unacceptable, and I haven't even been able to reschedule my test due to ETS' testing policies. I'm hoping we can get the matter sorted soon, since my future employment is contingent upon me taking the test in a timely manner, and it's already been nearly 3 weeks since my original test date. Ideally, I would like to reschedule the test to an in-person date free of charge.****(s) name or code: Speech-Language Pathology (5331)**** center location: online via ProctorU Hoping we can reach an agreement.

  Business Response

  Date: 06/24/2022

  Dear *******************************,

  
  ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding the Praxis Series test that you took on May 25,2022.
  
  The Test Security Specialist assigned to your case will be contacting you shortly regarding this May 25, 2022 Praxis Tests at Home test administration.
  We sincerely regret any inconvenience that you may experience, and we hope you understand these measures are necessary to ensure the validity and fairness of the Praxis scores for all test takers.
  
  Sincerely,
  
  Office of Test Integrity
  Educational Testing Service

  
  

• Initial Complaint

  Date:06/22/2022

  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 paid $50 to take a PRAXIS test for my teaching certification. ETS is in charge of administering the tests, and they work with a company called ProctorU who monitors the test taking. A ******* from ProctorU took control of my computer on the evening of June 14th right before my scheduled test time at home. They closed applications and then said I was good to go to proceed with the test. As soon as I logged into my test, I was locked out. I have gotten no reason or response as to what is happening, and they are now telling me I may have to wait 2-4 weeks for a test I was supposed to take and never even accessed. I didn't even log in to the test, one of their people who works with ETS logged me in and I was locked out immediately. They have given me answers all over the place concerning how much time this will take, and customer ********************** is the worst I have ever deal with. This company is a monopoly and they are extorting hard working people like myself. I needed this test done on June 14th, and now here we are on June 22nd and I have ZERO answers. They are also now ignoring all phone calls to try to find out what is going on. This is my job on the line here, but they frankly don't even care. Worst experience of my entire life with any business. PERIOD. I appreciate you looking into this matter for me. Many more cases need to be investigated with this joke of a company. Thanks,****

  Business Response

  Date: 06/24/2022

  Dear Corduff *********,

  
  ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding the Praxis Series test that you took in the June 2022 test administration.
  
  The Test Security Specialist assigned to your case will be contacting you shortly regarding your June 14, 2022, Praxis Tests at Home test administration.
  We sincerely regret any inconvenience that you may experience, and we hope you understand these measures are necessary to ensure the validity and fairness of the Praxis scores for all test takers.
  
  Sincerely,
  
  Office of Test Integrity
  Educational Testing Service

  
  

  Customer Answer

  Date: 06/24/2022

  
  Complaint: 17461925
  
  I am rejecting this response because:

  -No one has contacted me today. 

  -It has been 10 days since I tried to take the test, and I NEEDED to have that test done for my profession on June 14th (never saw a single question and now locked out).

  -A ProctorU customer ********************** representative directly quoted that ETS has access to my camera recording and screen share in under one business day, so what could possibly take 3 more weeks?

  -The ******* from your partner service took control of my computer and closed applications and started the test, I did not even login or anything.

  -At this point you are just taking advantage of your customers because ETS is the only test provider, something has to change. 

   

  If I don't hear from anyone by the end of today, or by Monday June 27th at the very latest, I will pursue further action. 

  
  
  
  Regards,
  
  Corduff *********

  Business Response

  Date: 06/28/2022

  Dear Corduff *********,

  ETS was notified by the Better Business Bureau (BBB) that you rejected our response to your complaint regarding the Praxis Series test that you took in the June 2022 test administration.
  
  Our records indicate the Test Security Specialist assigned to your case has emailed you a letter regarding the status of your June 14, 2022, Praxis Test at Home test administration scores. Please make sure to read the letter and follow the instructions provided.
  
  Regards,
  
  Office of Test Integrity
  

  
  

  Customer Answer

  Date: 07/06/2022

  
  Complaint: 17461925
  
  I am rejecting this response because:
  

  -I still can't schedule my test until July 13th.

  -How do I have to wait 28 days for a test I never even took? 

  -ETS has evidence I never saw a question, but still continues to punish me by forcing me to wait 28 days for a test I needed done on June 14th. 

  -I need to be able to schedule for the next available date ASAP. 
  
  
  Regards,
  
  Corduff *********

  Business Response

  Date: 07/07/2022

  Dear Corduff *********,

  ETS was notified by the Better Business Bureau (BBB) that you rejected our response concerning your June 14, 2022, Praxis **** examination. You were notified by our ****** of **** Integrity of instructions to follow to complete a new registration.

  In reviewing your most recent concern, it is noted that a chargeback was processed by the test taker on this account.  As such, there is an outstanding balance on the account. All activities on this account are on hold,and access to the account will not be available until the outstanding balance is settled.  Once this is resolved, you may contact our customer ********************** department for assistance, if you are still experiencing difficulty with your effort to complete your registration.

  We wish you the best in your professional endeavors.

  Regards,

  Praxis Program

  
  

• Initial Complaint

  Date:06/21/2022

  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 took the ***** test on May 14, and 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 called a couple of times and I wasn't given the reason for the delay. I also called again today, which is 4 weeks after I received the email and I was told to wait two more weeks. I wish to know if possible what is the reason for the delay, and for the review to end as soon as possible.

  Business Response

  Date: 06/23/2022

  Dear ***************************,
  
  ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint concerning the ***** test you took on May 14, 2022.
  
  The **** Security Analyst assigned to your case will be contacting you shortly regarding your May 14, 2022 ***** iBT test administration.
  
  Sincerely
  
  The ****** of **** Integrity
  Educational Testing Service
  
  

  Customer Answer

  Date: 06/23/2022

  [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,
  
  ***************************