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.

close

Find a Location

Educational Testing Service (ETS) has 5 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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: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

• Initial Complaint

  Date:03/17/2025

  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.

  Contacted ETS on 3/8/25 to receive a copy of the test I took, PRAXIS Test #**** on 11/12/2006.I couldn't log on to the online system because I couldn't remember my user name/password.I heard back from ******************** on 3/9/25 asking for additional information such as my address (at the time of the test), name, test date, etc. I need a copy of my results for my current teaching position.I still haven't heard back from ETS.

  Business Response

  Date: 03/21/2025

  Dear ******** L *****, 
  
  ETS has been notified by the Better Business Bureau (BBB) that you submitted a complaint regarding your difficulty logging into your account. 
  
  We have reviewed your concern, and according to our records, your account contains only one test, scheduled for November 12, 2016. The results of our investigation have been sent to the email address linked to your Praxis account. 
  
  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 

  Customer Answer

  Date: 03/21/2025

  
  Complaint: 23075767
  
  I am rejecting this response because it shouldn't take over 2 weeks and numerous emails/phone calls to help me log into my account.

  The fact it took weeks is horrible, You have done nothing for my issue, I simply asked that for my inconvenience your provide a copy of my test results for free. Please avoid using this company if you can

  ****

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

  Business Response

  Date: 03/26/2025

  Dear Chadwick L *****,  
  
  ETS has been notified by the Better Business Bureau (BBB) that you rejected our response regarding your difficulty logging into your account to obtain a copy of your scores for the ************************************* (5203) test. 
  
  After a thorough investigation, we found that you initially contacted Praxis Support on March 12, 2025, regarding issues accessing your account to view your scores. Our team promptly assisted you on the same day by helping you reset your account password. Later, you reached out again with the same concern on March 20, 2025, and we responded on March *******, providing details about your account and clarifying the score policy as stated on the Praxis website. 
  
  According to Praxis policy *********************************************************************************************************************************************************************************************************************** for tests taken before July 21, 2017, remain available in the account for only one year. Candidates are required to download their scores within this period. If a score report is needed after this timeframe, a fee is required for a copy. Unfortunately, we are unable to provide a copy of your scores without the applicable fee. 
  
  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  

  Customer Answer

  Date: 03/27/2025

  
  Complaint: 23075767
  
  I am rejecting this response because I should not have to pay for a copy of a test I took when it was free to view for one year.

  Since you aren't helping, I will be filing complaint with my state's attorney generals office.

  Unless you are willing to wave the fee.
  
  
  
  Regards,
  
  ******** *****

  Business Response

  Date: 03/31/2025

  Dear Chadwick L *****,
  
  ETS has been notified by the Better Business Bureau (BBB) that you rejected our response regarding payment of $ ***** for the copy of the scores of the test taken on November 12, 2016.
  
  As outlined in the Praxis Information Bulletin, score reports for tests taken before July 21, 2017, were available for free in the candidates online account for one year. During this timeframe, candidates were advised to download and save a copy for their records. 
  
  As previously mentioned, we are unable to provide a copy of your scores without the applicable fee. As per ETS policy, if a candidate requires a copy of an older score report after the free one-year access period,they must order an Additional Score Report (ASR) for a $50 fee. This policy is applied consistently to all test takers, and we regret that we are unable to make an exception.
  
  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

• Initial Complaint

  Date:03/14/2025

  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.

  I registered to take two praxis exams and it would not allow me to change my last name. When I went to the ***************** testing center, I was allowed to take my first praxis on March 12, 2025. Today, 3/14/2025 I received an email stating my names did not match my identification. I contacted the number on the email I spent 57 minutes on the phone with someone I could barely understand. I spent 30 minutes asking to speak with a supervisor. The customer ********************** *** tell me no supervisor were available, I told him I did not mind to wait. All I needed was assistance to move the test that I already paid full price for to the new account. The supervisor finally get on the phone and tells me that I need to cancel my upcoming praxis that is scheduled for March 24, 2025 and that I will only receive a 50% refund. I must create a new account. That I must contact ********** of Testing and scoring to ask about my Praxis I took on March 12, 2025. I was told they could not do so. I really do not want to make this a legal issue over $260, but not returning all of my money on the same day to just move my test registration to my new account is unbelievable. When contacted by the Office of Testing and scoring they State that it's always our fault no help. When I got married I called and did as I was instructed and now there is another issue. We are required to take these exams for our professions. I don't understand how this company is allowed to continue to take other money.

  Business Response

  Date: 03/17/2025

  Dear ******** J *******,
  
  ETS has been notified by the Better Business Bureau (BBB) that you have submitted a complaint regarding your Praxis exams on March 12, 2025, and March 24, 2025.
  
  We have reviewed your concern and have sent the results of our investigation to the email address associated with your Praxis account.
  
  Thank you for giving us the opportunity to clarify your complaint with the Better Business Bureau. We wish you continued success in your professional endeavors.
  
  Best regards,
  
  Praxis Services
  Educational Testing Service
  

• Initial Complaint

  Date:03/12/2025

  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.

  Why was my grade canceled? Please give me the evidence of my cheating. I can swear that I completed these writings myself without anyone's help, and the examiner has checked my examination environment three times without any problems. I need you to find a professional to deal with my problem. I think It's an unfair treatment. My roommate signed up for the exam on the same day as me, and his score was not delayed or his grades were canceled. Please take care of my grades carefully and reply to me as soon as possible, because it is only less than a week before my grades are submitted. Thank you.

• Initial Complaint

  Date:03/12/2025

  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.

  ETS is a monopoly whose services the high school teachers of America have no choice in buying. Their relevance today is well past its sell-by date which expired in the 1960s due to increased homogenization of academia worldwide. I was made to purchase such a test at a cost of approx. 160 USD which I lost due to no such online test ever happening. On the February 15, 2025 their "app" took control of my computer and detected other apps that it didn't agree with. Communication with the company is anything but transparent and creates a confusion which I believe to be by design. They are profit-driven and minimize customer ********************** to such an extent that a clear understanding of the modalities of the test are challenging to grasp. They can easily sell two instead of one, and can pursue this indefinitely since they are a monopoly. Their resolution department is judge and jury. The telephone operators speak in broken English and the answer phone runs its cycle twice at every call before we can get through. They offer a vague list in the form of a PDF to inform the test taker of the topics covered, which they do not provide themselves. The test taker must pay more money if they wish to practice learning. The whole thing is shrouded in opaqueness and offers no signs that ETS have any business interest in seeing customers passing the tests first try. As one who has a qualification far superior to the test, the relevance of their tests should be cross-examined. In the case of the English Arts 5039, it is overly simplistic and trivia-based. Passing or failing would not prove anything and yet it holds access to the profession of teacher. The first email I signed up with started to received many promo prices which ETS refused me post-purchase when I asked on the phone. They now want my browsing history from 30 days ago if they are to refund me. I consider that they owe me a full refund.

  Business Response

  Date: 03/14/2025

  Dear *********** *******,
  
  ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding your February 15, 2025, Praxis English Language Arts: Content and Analysis (5039)examination.
  
  Our records indicate that our office has reached out to you at 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.

• Initial Complaint

  Date:03/09/2025

  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.

  On March 9th, I signed in to take a at home test for SLS. I had renewed/replaced my license with TN recently and still waiting on the official ID. I checked the rules and as long as there was a payment receipt and the ID was valid, had my signature, my name (first/last), etc I was good to go. The proctor refused to admit me to the test.

  Business Response

  Date: 03/11/2025

  Dear ***** * *******, 
  
  ETS has been notified by the Better Business Bureau (BBB) that you submitted a complaint regarding your March 9, 2025, Praxis School Leaders Licensure Assessment (6990) 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: 03/11/2025

  ********** ********
  
  I am rejecting this response because: I did use a provisional ID and I can provide a copy of it. I followed the policy outlined on page 20, specifically:

  If your driver’s license has expired, but you
  present it along with your original Department
  of Public Safety renewal certificate, these two
  documents together are acceptable provided
  the names on both documents match exactly. If
  a provisional driver’s license is issued in
  lieu of a renewal certificate, this is acceptable as
  a primary ID document if it contains your photo,
  signature, and an expiration date.
  
  
  
  Regards,
  
  ***** *******

  Business Response

  Date: 03/14/2025

  Dear ***** ** ********
  
  ETS was notified by the Better Business Bureau (BBB) that you rejected our answer concerning March 9, 2025, Praxis School Leaders Licensure Assessment (6990) examination.
  
  We have looked into your concern and sent the results of our investigation to the email address associated with your Praxis account.
  
  Thank you for allowing us the opportunity to clarify your concerns with the Better Business Bureau. We wish you continued success in your Professional endeavors.
  
  Regards,
  
  Praxis Services
  Educational Testing Service

• Initial Complaint

  Date:03/07/2025

  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.

  On March 4, 2025, I took the ***** iBT Home Edition exam, which I paid for via credit card. I followed all instructions provided by ETS, installed the required software, and passed all security checks before beginning my exam.However, shortly after starting the test, I was suddenly informed by the ******* that my exam had been canceled due to unauthorized software running on my system. I was not provided with any evidence of this alleged software, nor was I given a chance to investigate or correct the issue before my test was terminated.I immediately contacted ETS to request clarification and a refund, as I had no unauthorized software running and had followed all of ETSs policies. ETS refused to provide specific details about what software supposedly caused the issue, stating that their decision was final and non-refundable.ETS responded by saying that their security decision is final and that they will not issue a refund, despite my repeated requests for specific details about the alleged violation. They claim their investigation was thorough but refused to provide any actual proof or details, citing their policies.ETS failed to provide the service I paid for: I was unfairly denied my ability to take the exam and receive my scores.ETS refuses to provide evidence: They claim an unauthorized software violation without identifying what software was *********** due process or opportunity to correct the issue: The ******* immediately canceled my test without helping me verify the problem.Their refund policy is unfair and deceptive: Consumers should not have to pay for a service that was not provided due to an arbitrary and unverifiable security decision.I am requesting a full refund of my exam fee, as I was not allowed to complete my test and ETS has not provided any clear evidence of a violation. I believe ETSs handling of this situation is unfair, and their refusal to offer a refund for a service that was never delivered is unacceptable.

• Initial Complaint

  Date:03/07/2025

  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.

  I am filing a formal complaint against Educational Testing Service (ETS) for the unjust and arbitrary cancellation of my TOEFL iBT Home Edition scores (Exam Date: March 2, 2025, ETS ID: *****************. ETS invalidated my scores solely due to a score disparity between my speaking and other sections, without providing any evidence of misconduct. This decision is completely unacceptable and unfair. As a Chinese student, my reading, listening, and writing skills are naturally stronger due to my education system, while speaking remains a challenge. This was my first time taking the TOEFL speaking test, and my performance was affected by nervousness and lack of fluency—factors that have nothing to do with dishonesty. ETS’s vague and arbitrary reasoning for score cancellation is deeply flawed and damaging to my academic future. ETS’s actions have placed my university applications at risk, causing unnecessary stress and delays. I demand that ETS: Provide a detailed and transparent explanation for my score cancellation, including any evidence they claim to have. Immediately reinstate my scores unless they can prove actual misconduct. Revise their flawed policy that penalizes test-takers based on subjective assumptions rather than facts. I will not accept a generic response or vague justifications. If this issue is not resolved promptly, I am prepared to escalate my complaint further. I expect a swift and fair resolution to this matter.

• Initial Complaint

  Date:03/06/2025

  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.

  Dear BBB,I am filing a complaint against Educational Testing Service (ETS) regarding the unfair cancellation of my TOEFL iBT Home Edition scores (Exam Date: March 2, 2025, ETS ID: *****************. ETS invalidated my scores due to a disparity between my speaking and other section scores, despite my strict adherence to test ******** a student from *****, my reading, listening, and writing skills are stronger due to my education system, while speaking is my weakest area. This was my first TOEFL speaking test, and my nervousness affected my performance. ETS canceled my scores without clear evidence of misconduct, jeopardizing my upcoming university applications.I request BBBs assistance in urging ETS to:Provide clear justification and evidence for my score cancellation.Re-evaluate my test results and consider reinstatement.Ensure fairer policies regarding score discrepancies.I am happy to provide proof of my TOEFL preparation and compliance with ETS rules. Thank you for your time and assistance.

• Initial Complaint

  Date:03/06/2025

  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.

  I wrote a letter to ETS team on March 3nd 2025, "Dear *** or Madam,I accidentally created two ETS accounts: 5SG78GC2 and 3LG6GAB8. And now I want to register a physical test in *****, but I can't use the voucher because the account conflicts. Can you help me merge the two accounts or resend the voucher to 3LG6GAB8? Best regards,****"However, after several working days they didn't reply, so I want to complain about the situation. Because I have an urgent deadline for applying for my master so I need ETS finish the accounts merging as quick as possible.

  Business Response

  Date: 03/14/2025

  Dear **** ****, 
  
  ETS has been notified by the Better Business Bureau (BBB) that you submitted a complaint regarding the GRE General Test voucher. 
  
  Our records indicate that you have created multiple GRE accounts under your name. We have merged your accounts.
  
  To schedule a test at a physical test center in *****, you must submit the necessary fees directly to ****, the authorized organization responsible for test scheduling in this region. For your convenience, we have revoked the previously issued voucher and processed a refund of $220 USD for the registration fees for your February 14, 2025, GRE General Test appointment.The refund has been issued to the original method of payment, and it may take approximately five business days to appear on your bank statement. 
  
  If you are taking the GRE General Test in ******** China and wish to test at a physical test center, you must register online through an **** account. For more information, please visit ***************
  
  Thank you for allowing us to address your concerns. We wish you continued success in your professional endeavors. 
  
  Best regards, 
   
  GRE Services 
  Educational Testing Service (ETS)