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Business Profile

Educational Consultant

Educational Testing Service (ETS)

Headquarters

This business is NOT BBB Accredited.

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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

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    Customer Complaints Summary

    • 2,451 total complaints in the last 3 years.
    • 592 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint type

    • Initial Complaint

      Date:03/06/2025

      Type:Customer Service Issues
      Status:
      Unanswered
      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:
      Answered
      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) 

    • Initial Complaint

      Date:03/06/2025

      Type:Order Issues
      Status:
      Unanswered
      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.
      1. Background of the Issue ---------------------- February 4, 2025: ETS abruptly canceled my scheduled GRE test (February 11, 2025) via email, falsely claiming I was banned until January 2026 due to "similar demographic information to another banned test-taker." This was entirely incorrect, as I had never taken the GRE before and had no prior violations. February 10-12, 2025: After submitting identification documents and multiple emails/calls to ETS departments (OTI, TSR, GRE Support), Ms. Polina G******** (ETS Data Analyst) confirmed the cancellation was their error. 2. ETS’s Continued Failure to Resolve the Issue ---------------------- February 20, 2025: Despite ETS’s prior assurances, their system allowed me to schedule a test on this date, implying the 21-day restriction was lifted. I completed the exam successfully, passed all security checks, and received no warnings during the test. February 22, 2025: ETS canceled my scores, accusing me of "using a proxy test-taker"—the same baseless claim as before. When I demanded evidence, they provided none and reiterated the same automated response. 3. Harm Caused by ETS ---------------------- Financial Loss: $220 exam fee (non-refundable), hours wasted on resolving their errors. Emotional Distress: Anxiety over delayed graduate school applications, reputational damage from false accusations. Systemic Negligence: ETS’s internal systems repeatedly flagged me for "similar demographic information," yet they failed to correct their database or implement safeguards to prevent recurrence. 4. Requests for Resolution ---------------------- Immediate Release of My GRE Scores with Full Integrity Release my February 20, 2025 GRE scores unconditionally and in their entirety. These scores must be disseminated to all designated institutions without further delay or "under review" status. Publicly retract all false accusations of "proxy testing" or misconduct, as there is zero evidence to support these claims.

    • Initial Complaint

      Date:03/06/2025

      Type:Billing Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Subject: Formal Complaint Against Educational Testing Service (ETS) Unfair Refund Policy I am writing to formally escalate a complaint against Educational Testing Service (ETS), the administrator of Praxis exams, due to an unfair and unreasonable refund policy that resulted in an unjust financial loss.On March 3, 2025, I mistakenly registered for Praxis Test 5123 and its corresponding practice test, paying $130 and $25, respectively. Realizing my error, I immediately canceled the incorrect test and purchased the correct one, Praxis Test 5122, within the same session. Despite my quick action and the fact that I did not use the ************ practice test, ETS only refunded 50% of the payment, unfairly penalizing me for a minor selection mistake.After contacting Praxis Customer **********************, I was informed that their policy only allows a partial refund, which is unreasonable and unfair for the following reasons:No services were used from the incorrect registration.The mistake was corrected immediately, and the correct test was purchased.I acted in good faith and took responsible steps to rectify the error.I am formally requesting a full refund of $130 for the 5123 test and $25 for the practice test. The refusal to provide a full refund represents an unfair business practice and a lack of reasonable consumer protection measures for customers who make unintentional selection errors.I urge your office to investigate ETSs refund policies, as they disproportionately penalize customers for minor mistakes while providing no flexibility for immediate corrections.Please confirm receipt of this complaint and inform me of the next steps. I appreciate your time and attention to this matter.Sincerely,***** ******* Phone: ************ Email: **********************

      Business Response

      Date: 03/07/2025

      Dear ***** *******, 

      ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding your order placed on March 3, 2025, for the Praxis Family and Consumer Sciences (5123) examination and test preparation. 

      We are sorry to hear about the mix-up with the test codes during your registration. 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: 03/09/2025

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Regards,

      ***** *******

    • Initial Complaint

      Date:03/05/2025

      Type:Billing Issues
      Status:
      Unanswered
      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 finished an Online TOEFL iBT TEST on 24th Feb, whose report should be released within one week, or latest before today. However, when I check my score report , it tells me my test scores report is delayed, only with a simple reason that my report is under so-called 'administrative review'. Your company didn't even send me an email to explain some detailed information about the delay. Is that a routine review or doubt of cheating? If it is the case of the latter ,my room had been check by your proctor from floor to ceiling. Or don't tell me your guys consider the behavior of looking at the draft which is permitted legally to write on the white board as plausible cheating. If it's just a routine review, I can understand, but, sincerely, that really delays my schedule because there are several applications in a rush, awaiting my scores report. If missed, I 'll have to prepare one more year for them .I can understand your company's principle of justice, equality and integrity, but don't involve people who really commit their efforts in studying and improving themselves which really brings trouble, thus making your company reputation lower. I really need my score report ASAP!!!!!!!!! I'll appreciate it if you can deal with my problem.

    • Initial Complaint

      Date:03/04/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 an exam via at home computer base test through ETS. The test began one time with security check in. The problem when the ******* stated that he will begin the test from his end. I waited for a few minutes and the test never Manifested itself. The ******* walked me through several troubleshooting options, none of which was effective. After about 30 minutes, the ******* stated that there was nothing hecould do. He directed me to fill out a complaint online within one day. My online complaint was denied, and I was asked to pay $425 again to take test that I never took. I reached out again to ETS to request Explanation for their response to refusing to allowing me to take the test via a testing site. I reached out several times to ETS and not heard back.

      Business Response

      Date: 03/06/2025

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

      ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding your February 15, 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 educational endeavors.

      Regards,

      Praxis Services
      Educational Testing Service

    • Initial Complaint

      Date:03/04/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 said my TOEFL iBT®Home Edition scores from my test on February 19, 2025 could not be reported because my writing response did not reflect the assigned task, or it contained ideas, language and/or examples found in published sources or other test takers’ reponses. But the fact is that I carefully read the essay title and wrote it according to the title and the designated theme. And the content I wrote was entirely independently and on the spot, without referencing anyone else's content. I solemnly promise that I have fully complied with the exam rules. ETS has now cancelled my grades, and I need ETS to provide evidence to prove that I cheated. Otherwise, please restore my grades. But ETS sent me two identical emails before and after, and I only saw perfunctory replies. They didn't give me any substantive answers! I need ETS to provide me with evidence. Is ETS not sending evidence because my article does not overlap with any article or anyone else? The accusation of similarity in my article by ETS is completely unfounded. They need to immediately restore my grades. ETS cancelled the exam that I had put in a lot of effort to complete without any evidence, which is completely wrong. I don't understand. Is ETS doing this to waste candidates' time and money? Please provide me with evidence to determine if my writing is similar, otherwise please make sure to restore my grades. I have confidence in my English proficiency. In order to achieve satisfactory grades, I work hard every day to study TOEFL. After experiencing countless setbacks, I really need the results of this test. I need to submit my TOEFL scores as soon as possible to receive admission letters from UK universities. The misjudgment behavior of ETS has seriously affected my graduate application progress. If I do not obtain a qualified language score within the validity period, all my efforts will be in vain. If no evidence can be provided, I hope ETS can restore my grades as soon as possible.

    • Initial Complaint

      Date:03/03/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 you in the hopes of maybe helping not only myself but hundreds of other people like myself that are having the same issue with the Praxis test. Today I was taking my at home Praxis test and I was halfway through it and a message popped up that said closing test security issue. There was absolutely NO security issue as a matter of fact the proctor watches your every move. I immediately panicked the Proctor finally came on and said call a number he couldn’t help. Then I called the number to ETS who then said sorry we can’t help you have to email us and then wait 5-10 business days for a response. WHAT! I paid $200 for this test and have studied for months! After researching this issue today online, hundreds of people have had the same issue and the majority said they had to pay for the test again plus they made them wait 28 days! This absolutely sounds like a money scheme! A proctor is physically watching your screen and he saw nothing! I’m currently working on my masters in special education and I have to pass this by April. I’m devastated to be a hard working teacher but also see all these other teachers dealing with the same thing and nothing has been done? I’m just disgusted with this and am hoping something can be done. This seems illegal and is unfair to a profession that is already desperate for teachers as it is.

    • Initial Complaint

      Date:03/03/2025

      Type:Product Issues
      Status:
      Unanswered
      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 ***** *****,takinga TOEFL iBT home edition onMarch 19, ******* e-mail address ********************* and my phone number86+*********** My birthday date isSep-25,**** and ETS ID : ******** score report not available [Incident: 250227-004247]I read "canceled" on statusaboutmy scoreyet my score report was generated on March 24, 2023. My TOEFL score was canceled by ETS which is unacceptable, especially since I was planning to use it for my university applications. I wrote email to ETS but they did not reply and give any reasons. ETS has refused to provide any proof or explanation regarding the real reasons for canceling my score, citing privacy protection policies. This is unacceptable. Not only have they rejected my explanation and refused to reconsider my request to reverse the decision, but they also failed to provide any reason for their actions. They completely canceled my score without offering any rationale, which is entirely unreasonable. I DO HOPE YOU COULDREPORT MY TOEFL TEST SCORE AS SOON AS POSSIBLE AS IT MAY CAUSEVITALNEGATIVE EFFECT TO MY GRADUATE SCHOOL APPLICATION.

    • Initial Complaint

      Date:03/02/2025

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am writing to formally file a complaint against Educational Testing Service (ETS) regarding their unfair and predatory practices related to the cancellation of ***** iBT test scores. ETS has engaged in what I believe to be deceptive business practices by canceling my test scores without prior warning, denying me a refund, and failing to provide a fair resolution.Summary of Incident:On January 29 2025, I was supposed to take the ***** iBT Home Edition exam administered by ETS. Before I could even begin my test, my session was flagged due to alleged unauthorized software running on my computer. I was unaware that any such software was running, nor was I given any opportunity to address the issue. Despite my attempts to seek clarification and request a fair resolution, ETS unilaterally canceled my scores and refused to refund my test fee.After researching this issue online, I discovered that numerous other test takers have faced the same problem, suggesting that ETS has a systemic issue in identifying so-called "unauthorized software" and is unfairly penalizing test takers. The lack of transparency in their policies and their outright refusal to offer refunds or reschedule tests is deeply concerning. This practice essentially amounts to taking money from consumers without providing the promised service.Requested Resolution:I am requesting that ETS be required to:Issue a full refund for my canceled ***** iBT test.Provide test takers with alternatives, such as allowing them to reschedule for an in-person test rather than forcing them to lose their entire test fee.I respectfully urge your agency to investigate ETSs unfair practices and take appropriate action to protect consumers from financial harm. Please let me know if any further information is required.Thank you for your time and assistance in this matter.Sincerely,****** **********

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

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