ComplaintsforEducational Testing Service (ETS)

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I took the TOEFL ibt test on June 25th at 11.40 am CST. My grades were cancelled for no reason. I think it's totally unjust and unreasonable. During the test, I followed all the instructions provided by the proctor and adhered to the rules strictly. I did not engage in any form of communication with other test-takers, use unauthorized materials, or exhibit any behavior that could be considered suspicious. I am confident that my performance was a true reflection of my English language abilities. I do hope you could report my TOEFL test score as soon as possible as it may cause significant negative effect to my postgraduate school application.

• Initial Complaint

  06/27/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Date of the transaction: June 17, 2024 ETS ID: ******** Amount of money paid: $323.17 ($283.17 regular registration fee + $40 late fee) What the business committed to provide: Timely delivery of TOEFL test scores on June 25. Nature of the dispute: Administrative review delay in the release of TOEFL test scores, causing potential setbacks to my academic and professional applications. Resolution attempts by the business: I was informed via email that my test scores are under administrative review and that this process could take 1-2 weeks, with possible extensions. No specific details were provided regarding the reason for the review or any actions I could take to expedite the process. Additional context: I experienced multiple technical issues during the test, including system disconnections and proctoring errors, which significantly disrupted the testing process and extended the test duration beyond normal hours, leading to physical exhaustion and undue stress. Despite these challenges, the delay in scoring and lack of transparent communication have compounded my concerns, affecting my ability to meet critical deadlines for applications. Desired Resolution: I am seeking an expedited resolution to this review process and clear communication on the reasons for the score delay. I would appreciate any interim solutions that could mitigate the impact on my pending applications. As a foreign student who has deep aspirations for academic advancement in the United States, I am particularly concerned about the broader implications of such delays. These setbacks not only hinder my personal academic application process but also cast a shadow on the principles of justice and equity that are fundamental to the educational opportunities here. It is imperative that ETS addresses these issues promptly to maintain trust and fairness in the system, ensuring that all students, regardless of their background, are treated with fairness and respect in their academic pursuits.

  Business response

  07/17/2024

  Dear ***** ****
  
  ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding your June 17, 2024 TOEFL iBT® Home Edition examination. 
  
  We at ETS are highly committed to quality standards and fairness. After every test administration, we go to great lengths to ensure each test result we report is accurate and valid. All scores are placed on hold for the duration of the Review.  Most of these routine reviews are completed in about four weeks, however, in rare cases, the review can take longer.
  
  The administrative review pertaining to your June 17, 2024 TOEFL iBT® Home Edition test scores has been completed. Our records indicate that your scores are now available. Please log into your account to view them.
  
  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

  Customer response

  07/18/2024

  [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

  06/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am writing to file a complaint on ETS for withholding test scores to be released in batches. I took my Praxis 5622 on June 5, 2024. Praxis says they will not be releasing any of the scores for that date until July 19, 2024. No matter if your test was graded first or last. That is a period of 6 weeks and 2 days. The cost of the exam is $146 and is mostly multiple choice with 4 constructed response questions. I realize that will slow things down a bit but the time from test to release used to be 3 weeks. That has increased to 6 and they only release in mass batches. I am writing to petition that ETS release the scores when the individual tests are graded. This company has a lot of power over a lot of people who are attempting to get certified and licensed in their career choices. Withholding the scores to be released in batches 6 weeks later puts a hold on our future employment. If we fail this exam then we have to find a new date and register and then wait another 6 weeks after the test date. If we have jobs lined up that are dependent on this score we risk losing them because of this hold up. All I am asking is that they either release in shorter batches or not at all. Release scores every two weeks or release the scores AS they are graded. Test takers don't have an option as to whom they can take these tests through. They are our ONLY option and they know it and are taking advantage of their power in this situation. We are paying for a mandatory service and we should not have to wait 6 weeks to be able to move forward with the planning of our lives and careers.

  Business response

  07/02/2024

  Dear *********************************,
  
  We were notified by the Better Business Bureau (BBB) of your concern regarding the score reporting date of your Praxis exam from a recent test administration.  In your complaint, you described your dissatisfaction with your understanding of the time it takes to score and report the score after testing.
  
  As you already know, the test format may consist of single-response items or both single and constructive response items.  Also, while some tests are available for continuous testing, and score reporting dates may vary, others are offered between specific dates with the expected score release dates posted on our website, Getting Your Praxis Scores (ets.org). This information is offered as a convenience to our test takers to keep in mind when registering for our tests.  The tests are offered year-round, and available for test takers who may need results from the exams to meet their desired deadlines.
  
  Unfortunately, we are unable to comply with your request.  In keeping with the guidelines stated in The Praxis Tests Information Bulletin, The Praxis Tests Information Bulletin (ets.org), your score will be reported on its scheduled score reporting date.  Thank you for taking the time to share your concerns, and we wish you the best in your professional endeavors.
  
  Regards,
  
  Praxis Program
  Educational Testing Service

  Customer response

  07/02/2024

  [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

  06/27/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  ets cancelled my toefl score (home edition)on 29th may 2024 and ban me from taking exams for half an year. I did not receive any help and I seriously suspect that this is due to the fact that i work for state-owned company and even this test is supposed to be fair and without the influence of politics, the decisions made by ETS such as ban students from Russian is purely racism and influenced by politics. I want my score released or I would keep arguing or use legal way to solve the problem.

• Initial Complaint

  06/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  ets cancelled my exam score on 22nd june by claiming that my writing is not from my original thoughts. I could swear to god that this is 100 percent my own idea and i seriously doubt this is due to the fact that i am chinese so they pay much more attention about copying others ideas. I would c onsider to sue them in court about discrimination.

• Initial Complaint

  06/26/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I was scheduled to take 2 at home tests for my teaching license on June 1 and 2nd , 2024. I missed where the instructions said "you must use your own computer." I don't own a computer, so I used my work laptop. I was unable to take the tests on both days because they flagged a "security threat" in one of my programs. I assume it was TEAMS. I tried to uninstall for the second test but was unable because I am not the administrator. They told me to call the center to reschedule. Thus began very unhelpful phone and email exchanges. After talking to 4 different people I was able to talk to a gentleman who is in the "security threat department". Because of the issue on my computer I was flagged as a security threat and they said that I cannot reschedule. I would have to reapply and pay the money all over again. I wasn't asking for a refund just another chance to take the tests at the testing center. The man said it is the policy when there is a "threat" not to let someone reschedule, even if it's in the testing center. I asked to speak to someone else, because I felt I was being accused of cheating. Did I not read the fine print? I did not. That was a mistake I take owner ship on. But to not let me re-schedule and then have to pay the fee again if I want to try again? It's completely unreasonable. I am a single teacher in ******, I don't make a lot of money. I can't afford my own computer. I can't afford to be out $321. All I wanted to do was take the tests to re-certify myself. But at this point, I just want my money back.

• Initial Complaint

  06/21/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Dear Better Business Bureau,I am writing to file a formal complaint against the Educational Testing Service (ETS) concerning the delayed release of my TOEFL iBT Home Edition test scores and the lack of communication from ETS regarding this issue.Test Information: Test Type: TOEFL iBT Home Edition Passport ID: ****************************** ID: ******** Test Date: June 16, 2024 Test Appointment Number:6955506240019632 Nature of the Complaint: Delayed Scores: According to ETS policies, TOEFL iBT Home Edition scores are release date on the ETS website, my scores should be released on the 21st. However, up to now, I have not received my scores or any email notifications. Lack of Communication:I have not received any email notifications from ETS regarding the status of my test scores. I have checked my email, including spam and junk folders, and there has been no communication from ETS. The delayed release of my test scores has caused significant stress and uncertainty regarding my academic and professional plans. I have invested considerable time and effort in preparing for this test and urgently need the scores for my academic applications and other related purposes.Additionally, during the test, due to nervousness as it was my first time taking the exam, I did not complete the speaking and writing sections, which might have caused discrepancies in my scores and led to ETS's suspicion. I do not understand this suspicion. Throughout the exam, I did not engage in any cheating to aid my performance under the supervision I have attempted to contact ETS customer ********************** via email and phone to inquire about the status of my scores, but I have not received any satisfactory response or resolution.I request that ETS promptly releases my TOEFL iBT Home Edition test scores and provides a clear explanation for the delay. I appreciate your assistance in resolving this matter.Thank you for your attention to this issue.Sincerely,baixu shi ***********************

• Initial Complaint

  06/21/2024

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  My test appointment ID number is **************** and my ETS ID is ********** took my GRE General Test on June 5, 2024 02:00 PM. My score has not been released until now without receiving any explanation from ETS. I strictly followed all the security instructions during the test. The room underwent a 360-degree display review and the desktop was also checked. The computer was also checked by the official invigilator. PLEASE PLEASE supervise ETS release my score as soon as possible. I URGENTLY need this score because my application deadline is on the last day of this month and it is approaching. I really don't want to miss the deadline and wait for another year to reapply just because of the delay by ETS without any explanation and any solid reason. Thank you very much for all your efforts! I will continue to follow up until my GRE score is released. If necessary, I will let my family lawyer to join me and assist me dealing this matter with ETS. If there is any updated information, please contact me in email. Thank you very much.

• Initial Complaint

  06/20/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  My name is *******************. I took the GRE general test (test at home) on May 21, 2024. My appointment number is ****************. My ETS ID is ********. It has been 30 days since I took the test, and I still have not received any official score report. The exam must pass a security check and be supervised by an official ******* using uniform computer equipment provided by ETS. Under the guidance of the *******, I passed all the exams without violating any exam rules. Also, the ******* did not stop me during the process. There is a discrepancy between the scores from my first and second attempts at the GRE test. ETS reviewed my scores and told me that the results constituted substantial evidence of the scores invalidity. ETS asked me to provide any information that I believed could address their concerns. I sent them evidence of my efforts: such as workbooks full of notes, a word book with thousands of GRE words, and evidence of my class schedule for enrolling in one-on-one GRE tutoring. I believe these can show my hard work on preparing for the GRE test. I believe that I have provided enough to show ETS that they do not have enough evidence to cancel my score. First, I had six months to prepare after my first test which was enough time to significantly improve my score. Secondly, I have provided enough evidence to show that I was constantly working on the practices and memorizing the vocabulary and spending money on outside tutoring. Lastly, I did not break any rules on the test, and I followed all the rules of the test. I don't think my first grade cannot determine that a grade six months later should be invalid. They are negating my efforts. It's been two weeks since I submitted my information and the documents they need. I haven't received any update. I hope they deal with this issue immediately and respect my efforts over the past 6 months by releasing my grades as soon as possible. Thank you.

• Initial Complaint

  06/19/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  ETS website did not allow me to add test reporting institutions during registration or even within 3 days after test was taken due to their website issue. Reported issues via email but ***** based customer ********************** had a hard time understanding and helping. I reported that test ******* misunderstood "no scheduled breaks" as no break at all even between the 3 Praxis 1 Core Academic for the 5 hour test duration. I had to hold it and use my test time during test 2 to go to the bathroom even if I have a medical condition. I reported a loud beeping sound throughout the entire test from an uninterruptible power supply inside the test room and the provided headset cannot eliminate the noise. Issue was never resolved even after feedback was provided to their survey system. I finally talked with a customer ********************** representative by phone. He wanted to charge me for adding test report institutions, but I had to remind him of the rules and he allowed me to add 3 reports at first. He wanted to charge me $50 for the 4th and I told him that my test fee entitled me to 4 reports. He lied and told me that the 4th one is my personal report. I insisted but he still refused until I asked to talk to his manager. He relented and added the 4th report. Because of his dishonesty, I feared that I may become a victim of identity theft and US law might not protect me, because call center is in *****. Just to get basic help, so much information need to be provided via email (address, phone number, email, DOB, etc). If they get my credit card number, they could easily use all my information. I don't know why customer ********************** is so keen on charging me extra (do they get a commission? Are they after my credit card number?) Therefore 1) educate your proctors about valid breaks between test. 2) compensate test takers for distractions inside the test site even if they don't cancel the test 3) replace your customer ********************** with US based agents 4) test takers don't give out too much info to get CS help

  Business response

  06/20/2024

  Dear ***********************,
  
  ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint concerning your  concerning your May 18, 2024 test administration for the Praxis Core Combined (5752) test.
  
  We are sorry that you were dissatisfied with the circumstances under which you tested and regret any anxiety this may have caused you. Educational Testing Service strives to offer our tests under conditions that will enable our test takers to do their best. We must depend on our test administrators to provide the best possible environment for the test takers who test at their centers and to adhere strictly to our standard testing procedures and requirements. Your communication to the BBB has been passed on to our Test Center Development Team so they are aware that a test taker has concerns about concerns in the test center. This team will investigate your noted issues and develop an improvement plan directly with the test center. The results of the investigation are confidential between ETS and the test center and will not be available for disclosure.
  
  We understand that a reaction to any issues encountered at a test center, which may be of an environmental, technical or a personal nature, is specific to each test taker.As indicated on the Praxis website at: ********************************************************************************************************************************* , if you are not satisfied with the administration of the test admin,you should cancel the test without reporting the score. You should then contact us immediately regarding the issue.
  
  Because the test is submitted for scoring, we cannot take any further action with this test.Thank you for taking the time to share your concerns with us. We appreciate comments such as yours since they help us monitor and maintain our tests' quality.
  
  Although the Better Business Bureau is familiar with our policies and procedures, we thank you for taking the time to contact us granting the opportunity to provide clarification regarding your complaint with the Better Business Bureau. We wish you continued success in your academic endeavors.
  
  Sincerely,
  
  The Praxis Program
  Educational Testing Service
  
  

*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. ↩