Business Profile

Test Publishers

The College Board

Headquarters

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Important information

Customer Complaint:
Please be advised that due to the high volume of complaints received for this business, BBB publishes 1 out of every 5 complaints handled through our conciliation process.

Complaints

This profile includes complaints for The College Board's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

175 total complaints in the last 3 years.
38 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.

Initial Complaint
Date:08/24/2022
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 daughter was scheduled to take the SAT at the *********************** (505 *********** *******, ** *****) testing center on August 27, 2022. She received an e-mail two days prior to the exam that the test was cancelled due to "staffing issues" at that site. I contacted The College Board and asked them to reschedule her at another location for the August 27th exam date as it was critical that she take the exam on that date. The service representatives were unwilling to accommodate this request and stated that she could only take the exam at another location at a future date in either September or October. This was not acceptable given her college application priorities. Unfortunately, they would not accommodate her and the representative admitted she was "screwed". This is not an acceptable way of conducting business in my opinion. Her registration number was: ********** Her College Board ID number is: *********
Business Response
Date: 08/25/2022
A ************* Representative spoke with ****** father this morning (8/25/2022). The representative confirmed SAT make-up and cancellation policy. The students test center will hold a make-up exam on 9/17/2022. The father confirmed the student's college applications are due by the end of September. The representative provided general college application process information and confirmed her August 2022 make-up score will be released 2 weeks after their test date. It was also confirmed that they can add SAT free score sends to their registration to meet their deadline. Father understood we are unable to assist further with changing their August test center since we are past the SAT change deadline for August. The representative gave the father their contact details for future reference.
Customer Answer
Date: 09/07/2022
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 and the matter has been resolved.

Sincerely,

*************************
Initial Complaint
Date:08/22/2022
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.
**** college in ******** *****, owned by ***********************. As detailed in the attached email chain, they lied to me about their flexibility when recruiting me. When trying to gather more details, I was pressured into depositing to get more information. I did this, not knowing I had been lied to prior. Thus I put the deposit down under false pretenses with the full intent of attending based off of my conversation with the recruiter. After finding out that the flexibility promised to me did not exist, I requested a refund. The request has gotten no response after multiple contact attempts.This is their website for reference ******************************
Business Response
Date: 08/25/2022
On August 25, 2022, a ************* Specialist reached out to the customer directing them back to ************** for assistance as we do not handle any customer service matters related to that university. The customer has the contact information of the specialist should any further assistance be needed.
Customer Answer
Date: 09/14/2022
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 and the matter has been resolved.

Sincerely,

***********************
Initial Complaint
Date:08/22/2022
Type:Service or Repair 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.
We paid June 2nd 2022 to have AP scores sent to ***************************. Collegeboard site says they sent them on June 4th 2022 but they can't verify the college received them. ******** did not receive them. We have been trying to get Collegeboard to resend the scores and they just keep repeating the same script over and over in an email instead of looking at what the problem is.
Customer Answer
Date: 09/16/2022
At this time, I have been contacted directly by The College Board regarding complaint ID ********, however my complaint has NOT been resolved because:
[Your Answer Here]

Still waiting for the University to confirm they have spoken and received the scores.

In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***************************
Business Response
Date: 09/19/2022
The customer sent their AP scores to *************************** on 6/4/2022 and upon contacting the university, we were able to confirm they did not receive them. The order was replaced on 9/16/2022 free of charge and a secure PDF version of the scores were sent upon the universitys approval. The customer has been provided with contact information for a ************* Specialist in the case they have further questions or needs.

Customer Answer
Date: 09/21/2022
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, I have confirmed with the school, and the matter has been resolved.

Sincerely,

***************************
Initial Complaint
Date:08/18/2022
Type:Service or Repair 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 have paid College Board twice to send my son's scores to *************. They insist the scores have been sent and arrived July 12. ************* insists those scores, and score from HUNDREDS of other students College Board insists they sent, are not there.I have called College Board three times now and gotten the run around. First, those score MUST be sent immediately as otherwise the college classes he took in high school will not be transferred and he will have to repeat them. Second, why did I have to pay twice for a service that was not even done ONCE?
Business Response
Date: 08/24/2022
On August 18, 2022, a ************* Specialist reached out to the customer regarding their AP score reporting inquiry. It was advised that if they are able to provide a contact from their institution, a letter with their official score report would be provided. On August 23, 2022, a ************* Specialist followed up with the customer as no response was received previously.Due to no communication received from the customer after the second follow-up,the specialist then provided their contact information for any further assistance they may need.
Customer Answer
Date: 08/24/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
First, I'm not sure what they mean by reached out as I have not received any phone calls or emails from the company.
Second, ************* still does not have any transcripts from College Board
Third, I paid TWICE for this service that still had not happened and there is no mention of refund. Even if the transcripts appeared tomorrow, classes have already begun at the school, and College Board did not send them in July as they stated.
College Board needs to refund my money as they did not provide any service.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

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

Business Response
Date: 08/30/2022
On August 29, 2022, a ************* Specialist reached out to the customer regarding their AP score reporting inquiry. It was advised that the incorrect email address was contacted regarding their request to provide a contact from their institution in order forward their score report. A response from the customer was then receive with an email address for a contact at their institution. The ************* Specialist then advised the customer that their official score report was provided to their institution via secured email and the specialists contact information was provided to the customer for any further assistance they may need.
Customer Answer
Date: 09/01/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********. While ************* still does not have transcripts at this time, I am working with the ** customer service person and VT to figure out what needs to happen. Apparently many VT Freshman have not had their College Board transcripts arrive. Two different email addresses for VT have been provided to College Board and I am seeking further help from ************* in this matter.
I do not consider this matter closed until there is actual success and the transcripts have arrived, but at least at this time both VT and College Board are responding to my inquiries as I try to resolve this.
*********************************
Initial Complaint
Date:08/18/2022
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.
Dear BBB,Over 9 weeks ago, I spent 74 dollars getting the SAT scores for my brother *****************. This is case number ******** We have not received them after at least 25 calls to the College Board.I would like my money back, and the TEST SCORES SENT TO US.Thank you,***************** ************
Business Response
Date: 08/24/2022
The customer did not receive their SAT scores from the original order that was placed on 6/9/2022. The order was replaced on 8/23/2022 free of charge due to them not receiving the original order. The customer has been provided with contact information for a ************* Specialist in the case they have further questions or needs.
Initial Complaint
Date:08/11/2022
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 am applying to graduate school and need my SAT scores from ****. The College Board tells me those are archived scores and require an extra, non refundable fee. That fee does not guarantee that theyll find my scores. They do not give you any confirmation code or proof that theyre searching or any updates on their ability to locate the scores. Three times since May 2022 I have paid this fee. They still cannot tell me if my scores will be found or sent. They cannot give me any information about the past searches and say the only way to move forward is to pay another non refundable $31 search fee, which wont guarantee they find the scores. They will not send me receipts or a confirmation number or case number. They cannot tell me when or if they will look. They cannot tell me if theyve already looked for my scores and been unable to find them.I provided the name, address, birthdate , and social security number that I used for testing, as well as the testing location. I know these are ********************************************************************************************************************** destroyed my scores. Im upset that my only recourse is to pay another search fee- theres no way to check up on the process via confirmation code.
Business Response
Date: 08/16/2022
On August 16, 2022, a ************* Specialist reached out to the customer via phone to assist with their archive SAT score send order. After investigating the case, the customers duplicate orders were refunded, and it was confirmed with the customer that their archive scores were located and being sent to their home as well as their designated institution. The customer has the contact information of this specialist should any further assistance be needed.
Initial Complaint
Date:08/09/2022
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 paid (for my son *******************) $129 (exam, booklet and ********************) on March 31, 2022 to College Board for a Clep Exam, Principles of Microeconomics (ticket # ********). The expiration to complete exam is September 30, 2022. He changed his email on College Board to ******************** He originally used a high school email, ************************** to register with College Board but no longer has access to that email. He can't complete registration with ******************** until College Board notifies them of email change. The contracted vendor to ******* the test, ********************, will not let him register until College Board informs them of the email change. We have contacted College Board multiple times and given a reference # ********. No one will contact us to verify the email to register for the test.
Customer Answer
Date: 08/11/2022
Better Business Bureau:

For complaint ID ********. The College Board never contacted me. I just happened to retry the email myself and had been changed without the company notifying me of any resolutions. The matter has been resolved.

Sincerely,

***********************
Initial Complaint
Date:08/08/2022
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.
They have falsely been charging our credit card when we already paid for 2 sat reports however they only sent one of the reports to my husband twice. They never sent mine under *******************************. They never sent mine after they took all my personal information to verify my information. They are making charges they are not authorized to make.
Business Response
Date: 08/15/2022
The customer was contacted on August 10, 2022 via phone and email to confirm and review the issue. On Monday, August 15, 2022, the ************* Specialist reached out again via phone and was able to connect with ******.

It was reviewed and verified with ****** that her husbands order had been placed and charged correctly.

The customer was under the impression that there had been no Archive Score Search order under her (current) name. This is where her frustration began, as she stated she had been charged the $31.00 Archived Score Search fee the day she had wanted/tried to submit an order. This Archive Score Search Order had been placed, but was under her maiden name College Board account.

The ************* Specialist confirmed and obtained additional information to submit a new Archive Rush Score search order at no charge. The order number was provided to the customer and she is aware that if scores are located, at that point the $12.00 additional score report fee would be valid and applied. The timeframe for the order was also given.

Should further assistance be needed, the customer has the direct contact information of a ************* Specialist.
Initial Complaint
Date:08/03/2022
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.
My son (***************************) and I showed up to his SAT testing site on 6/04/22 in ********, ** to find they cancelled it with no prior communication. We were told they would contact us in 1-2 months for a make-up test. Instead, they scheduled a make-up the next week while we were on vacation and not checking his email. The make-up test email stated we could call for a refund with NO mention of when this call needed to occur. Now the College Board customer service is refusing to honor thier offer of a refund saying we needed to cancel this make-up before it occured despite the fact that the make-up test was imposed on us unexpectedly and the cancellation policy was never communicated. I was told a supervisor would call me, but my son just got an email denial instead.
Business Response
Date: 08/09/2022
On August 9, 2022, A ************* Specialist reached out to the parent and student to notify them their case had gone under additional review and it was determined a refund could be provided for the customer's June 2022 SAT registration fees. The notification was sent to the student and parent's email, along with the Specialist's contact information should they have any further questions or concerns.
Initial Complaint
Date:08/01/2022
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 daughter attempted to take the SATs May 7 2022 at ********************** ************ *****). Original case #********.On that day she was in a testing condition/environment in which the ******* did NOT follow standard protocols. --******* did not originally give any directions - was rolling around on a chair throughout the room with wheels during the test which made noise -people were in and out of the room -wore heavy bracelets that made noise & was distracting, she was going around & interrupting students while taking the exam by saying make sure you check your answers -started the test prior to everyone being back from the bathroom. All of these things & more led to a point where my child could not focus & she excused herself. I went to the school & spoke to the person in charge. Come to find out, the ******* had NEVER been trained. The person I spoke to was aware of these unfit conditions & filed a report. She also stated that other students mentioned these unfit conditions. College Board should have access to that report. The woman gave me a number to call. I called & spent almost an hour on the phone to find out that someone would back to me. I wanted to be reimbursed the $85 dollars we paid to take the SATs. -I never heard back.- I called again & was given the case #******** - I explained my case with different agents & the case was "escalated"-When I heard back they said they would not be issuing a refund - stated once an exam is started it can not be refunded. Note her test was not scored.- I called/emailed to say that I was not satisfied with their response. The conditions were not appropriate & the ******* was not trained. They said it would be escalated again.- I heard back & they said "we're sorry your daughter could not finish the test due to personal reasons". This was not due to personal reasons. They are at fault.- I emailed & called ***************************** ************************************** have not heard back Want refund of $85
Customer Answer
Date: 08/28/2022
At this time, I have been contacted directly by The College Board regarding complaint ID ********, however my complaint has NOT been resolved because:
[Your Answer Here]
These are the responses I received:

First response:
Good Afternoon,

I am following up with you regarding your complaint we've received about your student's May 7, 2022, SAT test experience. We are looking into your case and will contact you with more information shortly.

Sincerely,

************** (she/her)

Second response:
Good Morning,

I am following up on my previous email. I will be out of office until August 23, 2022. Your case is still under investigation and any updates to be provided will come after that date.

I have not heard anything from the College Board and the issue has not been resolved.

In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*********************
Customer Answer
Date: 09/12/2022
Better Business Bureau:

At this time, my complaint, ID ******** regarding The College Board has been resolved.

Sincerely,

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

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The College Board is NOT a BBB Accredited Business.