ComplaintsforEducational Testing Service (ETS)

• Initial Complaint

  09/22/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I took GRE exam on Aug 25, 2024 at Linyi University, China. After the exam, I canceled my score immediately. But yesterday, I paid $50 to regain my score. Within one day, I received an email from ETS that my score is under review. I passed all security checks and took the test under the invigilators' monitor without any violation of the exam rule. The deadline of my master application is coming, so I need to get my GRE score as soon as possible.

  Business response

  09/30/2024

  Dear ****** ****,
  
  ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding your August 25, 2024 GRE® General Test 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 August 25, 2024 GRE® General 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

  09/30/2024

  [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

  09/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am filing a complaint against the Educational Testing Service (ETS) regarding an unfair and deceptive practice during my GRE test on August 31, 2024, at Shoreham test center in San Diego, California. After completing all sections of the GRE, I was presented with a screen that had a drop-down menu related to selecting a school or major, with two buttons: "confirm" and "skip." As I was only concerned with viewing my score, I clicked "skip." Immediately after this single click, my computer suddenly malfunctioned, and the screen went completely blank. I waited for a few seconds before raising my hand for assistance. The test administrator did not check my computer but instead signaled me to step out and speak with him directly. The administrator checked from his own computer and confirmed that I had completed the test. He advised me to check out. I informed the administrator that I was supposed to see my scores and needed to view them before leaving. He apologized and reassured me that my scores would not be affected and would be sent to me later. Trusting his assurance, I checked out without completing all of the post-test procedures. Later that day, when I logged into my GRE account, I was shocked to find that my scores had been canceled. I immediately contacted ETS via email, explaining that I did not cancel my scores and reported the technical issue I experienced during the test. ETS later repeatedly claimed that it was my mistake that the scores were canceled and asked for a fee to reinstate them, without even mentioning the computer malfunction. When I called ETS customer service, I was told that by clicking "skip," I canceled my scores. Subsequently, the GRE Test Taker Advocacy Dept. responded by suggesting that I was too stressed and unconsciously completed all the steps, including canceling my scores and confirming the decision, which is ridiculous since I took all of their standard tests multiple times, why would I even be stressed at all.

  Business response

  09/10/2024

  Dear *** **,
  
  ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding the GRE® General Test you had scheduled for August 31, 2024.
  
  At the end of the computer-delivered GRE General Test, candidates are given the option to report or cancel their test scores. When you are given the options to opt to either report or cancel your scores, you must make a selection and then confirm that selection a second time. If you select to cancel your scores, a screen appears stating that "You have chosen to CANCEL your GRE General Test scores from this testing session. Your scores from all sections of this test will not become part of your reportable history". It also states that "This is your last chance to change your mind. Once cancelled, scores can only be reinstated by sending a written request and associated fees to the GRE Program within 60 days of your test date".
  
  We reviewed your Examinee Performance Report (EPR), which records all system events in a testing session. Your EPR shows that you selected to Cancel your scores and then you confirmed your selection to Cancel your scores. We are unable to comply with your request to reinstate your scores without the associated fee.
  
  Thank you for granting us the opportunity to provide clarification regarding your complaint with the Better Business Bureau. We wish you continued success in your educational endeavors.
  
  Regards,
  
  GRE Services
  Educational Testing Service
  

  Business response

  09/30/2024

  Dear *** ***
  
  ETS was notified by the Better Business Bureau (BBB) that you rejected our answer concerning your August 31, 2024, GRE General Test examination.
  
  This customer's most recent comments reflect a high-level of disagreement about our policies and procedures. While our opinions about adhering to these policies and the resulting consequences may differ, we respect their right to their point of view.  All specific concerns related to Educational Testing Services' products and customer service were previously addressed.  We are unable to be of further assistance regarding this matter.
  
  Thank you for granting us the opportunity to provide clarification regarding your complaint with the Better Business Bureau. We wish you continued success in your educational endeavors.
  
  Regards,
  
  GRE Services
  Educational Testing Service
  

  Customer response

  09/30/2024

  
  Complaint: ********
  
  I am rejecting this response because: I did not request assistance, nor did I ask for any favors. As a test taker, it is my right to access my score. You are not only violating my right as a customer but also insulting me by implying that I was hallucinating which is completely unacceptable. 
  
  
  
  Regards,
  *** **

• Initial Complaint

  09/03/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I am filing this complaint against the Educational Testing Service (ETS) concerning the cancellation of my GRE General Test scores for the exam I took on June 15, 2024, at home. ETS canceled my scores due to alleged similarities in my Analytical Writing section with other test-takers' responses or published sources, without providing any specific evidence or examples to support this claim. Furthermore, they refused to issue a refund. After receiving this notification, I appealed the decision by sending several emails to ETS, requesting more information and reconsideration of their decision. ETS responded by stating that the information I requested is proprietary, and they considered the matter closed. They only suggested that I could register for another test. ETS instructed me to wait at least two weeks before following up on my appeal. However, after waiting for three weeks, I still received no response. Thus, I sent another email to follow up, but ETS has not responded at all. This lack of communication and transparency has caused me significant frustration and distress. I believe that my test scores were unjustly canceled, and ETS’s handling of the appeal process has been unfair and unprofessional. Their refusal to provide any evidence or engage in meaningful communication has left me without any resolution.

• Initial Complaint

  09/03/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I took the GRE general test at the OFFICIAL TEST SITE OFFLINE!!!! on August 25th, 2024. My ETS id is 8MFEB0E1 and my appointment number is ****************. During the test, I adhered STRICTLY to ALL THE EXAMINATION PROTOCOLS WITHOUT any violations!!! Even the MONITORING EQUIPMENTS of the OFFICIAL TEST SITE and the INVIGILATORS did not point out that I had any abnormal behavior.However, I was informed that ETS has CANCELLED my score. Over the past month, I invested an average of six hours daily studying for the GRE, focusing on practice questions and vocabulary enhancement. I rely on my own efforts to improve my grades by 5 points. The timely receipt of my GRE scores is crucial because the ADMISSION DEADLINE of the school I applied for is SEPTEMBER 15th. This cancellation is CAUSING SIGNIFICANT ANXIETY TO MY EDUCATIONAL AND PROFESSIONAL FUTURE. I respectfully request an expedited review of my situation and timely communication regarding my score report. I am eager to proceed with my applications and rely on the GRE as a critical component of my academic planning.

• Initial Complaint

  08/31/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I took the ETS TOEFL Home Edition test on August 28th. On August 30th, I received an email stating that my scores had been inexplicably canceled due to a lack of original and independent work.Firstly, during the test, I was unexpectedly logged out of the exam interface while I was still in the middle of the speaking section. Subsequently, the ******* conducted multiple checks, including a thorough inspection of my computer's task manager, a full room scan twice, and a desk check, among others. After these checks, the ******* determined that there were no issues, and I was allowed to continue the exam. This indicates that my testing environment and conduct were fully compliant with the exam regulations.Most importantly, every test-taker naturally prepares for topics, including education, daily life, the environment, technology, and social policies from *** in advance. On August 28, the first task covered a topic related to educationa subject I am particularly familiar with. How does ETS define "original and independent work" in this context? Is it expected that responses must be entirely spontaneous, like a rap or an impromptu speech, to be considered original? If a test-taker thinks about some content like reducing pressure, hard work, convenience, or saving money/time, or making friends, which are broadly applicable across multiple topics from TPO, does that disqualify their responses as original?In light of the above, I find it deeply disappointing that ETS would interrupt my exam, conduct multiple checks that revealed no violations, and yet still decide to cancel my scores without any concrete evidence.If ETS insists on canceling my scores without just cause, I will request that ETS and ProctorU provide the relevant exam recordings and any other evidence to the court for review in order to protect my legal rights.I look forward to prompt response and a fair reconsideration of my case.

• Initial Complaint

  08/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dear staff, My name is *********** and my ETS ID is ******** and Appointment number is #**************** At 15:00 pm (GMT+8) on August 17, 2024, took the GRE test with full confidence. I am well aware of the seriousness of the test, so throughout the test, always strictly followed every instruction of the ETS to ensure that every action was in compliance with the regulations. I carefully showed every corner of the room and every part of my body, such as ears and hands, to prove that I abided by the fair principles of the test. The test equipment operated smoothly, and I answered all the examiner's questions in clear and accurate English without any interruption. After the test, I showed the whiteboard to the examiner as required, and turned off the system at the signal of the procter. However, despite my great efforts and cooperation with the examiner throughout the test, have not been able to check my scores as planned on August 26 until today. The score status is only "checked in", and this inexplicable delay makes me feel very stressed. I know that I urgently need the GRE score and will use it to decide my subsequent graduate school application plan and target school selection.Time is tight, and this delay may have unpredictable effects on me. I always believe that a major exam like the GRE should be fair and just. However, this delay has raised questions about the fairness of ETS. Therefore, I urge ETS to give a full and detailed explanation for this delay and publish my score as soon as possible. Thank you for your attention to this matter and look forward to receiving your solution as soon as possible.

  Business response

  09/05/2024

  Dear ***********,
  
  ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding your August 17, 2024 GRE General Test at-home 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.
  
  For the reasons stated above, your August 17, 2024 GRE General Test at-home scores are on hold because they are under administrative review. At the conclusion of our review, you will be notified if there are questions concerning your scores.  Otherwise, your scores will be reported to you and to institutions you have designated to receive reports.  We sincerely regret any inconvenience that you may experience, and we hope you understand these measures are necessary to ensure the validity and fairness of the GRE scores for all test takers.
  
  Thank you for granting us the opportunity to provide clarification regarding your complaint with the Better Business Bureau. We wish you continued success in your educational endeavors.
  
  Regards,
  Office of Testing Integrity (OTI)
  Educational Testing Service

• Initial Complaint

  08/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took the ***** test in the early morning of August 11. I downloaded the software according to the procedure, and then tested the network speed, etc. without any problems. Before the exam, the invigilator carefully checked the surrounding environment repeatedly. For about forty minutes checked me and made sure of everything, the invigilator even let me show all the shoes on the shoe cabinet and opened the closet door for the to check. It wasnt until August 30 that I received an email saying, Maybe I received help during the exam, so there are no scores to report." Its really infuriating, this is my second time taking the ***** test. I would like to ask what help I received? In order to create a quiet exam environment, I specifically chose to take the exam in the early morning. I was the only one in the room the whole time the invigilator made sure of it .The invigilator asked me to close the curtains, take off my shoes which to show her inside, she checked every single thing in room. There was an invigilator throughout the whole process, and the inspection was very comprehensive. The drawers were locked, the desktop was clean, and even the underside of the bed was checked. The invigilator also asked the invigilator to use a mobile phone to record the four corners of the computer and the bottom of the computer, and to close and lock the door. How did I get help under such strict inspections. During the exam, I completed the exam content on time and saw my reading and listening scores at the end. There were no problems with network speed and sound during the exam. It's really puzzling. Is it necessary to negate a student's hard work over the past six months just because of ETS's random evaluation? So what does all my hard work in preparing for the exam count. Now the application time for my school is about to close, and there is no more time to give an other test. Please give me an explanation or provide proper proofs. Don't just say maybe and cancel my scores.

  Business response

  09/05/2024

  Dear ***************,
  
  ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding your August 11, 2024 ***** iBTHome Edition test examination. 
  
  Our records indicate that the Test Security Specialist assigned to your case has reached out to you a few times regarding your concerns. ETS must strictly enforce the policies and procedures in place for the ***** iBT Home Edition program.  As indicated on ***** iBT Home Edition website, test takers are to follow all testing rules including disabling any screen-sharing or remote-access software prior to testing. Additionally, receiving or attempting to receive assistance will not be tolerated. There is evidence that these policies and procedures were not followed on test day. As a result, your scores have been canceled.
  
  Thank you for granting us the opportunity to provide clarification regarding your complaint with the Better Business Bureau.We wish you continued success in your educational endeavors.
  
  Regards,
  Office of Testing Integrity (OTI)
  Educational Testing Service
  

• Initial Complaint

  08/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was on the website trying to purchase a Praxis exam for LBD P-12. There are multiple options for this exam. Once I submitted my payment and select my university for the score of test, it said that this test was not accepted by my university. All of this happened within a 15 minute timeframe. I called customer ********************** and was told that I will only get 50% of my money back. I do not agree with that policy.

  Business response

  09/05/2024

  Dear *************************,
  
  ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding the PRAXIS Test you had scheduled in error.
  
  Please be advised that ETS and the Praxis program do not determine teacher licensure certification requirements. Each individual state and licensing organization determines its own licensure requirements. Candidates are encouraged to visit our website, ***************************************************************************************; to view the tests and scores needed for where you'll want to teach, before registering for a test.
  
  The Praxis Information Bulletin, ****************************************************************************************************************************************************************************************************************, explains that you can change your test date or test center, but not the test you registered for. If you need to take a different test, the appointment must be canceled and a new one created. If you cancel your test registration no later than three days before your test date, you will automatically receive a refund equivalent to half of the test fee. The remainder will be retained to recover expenses for processing your registration and holding your space at the test center. You still have the opportunity to cancel and receive a refund of half of the test fee.
  
  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
  

  Customer response

  09/05/2024

  
  Complaint: 22216448
  
  I am rejecting this response because:
  
  The Praxis website for ******** had several tests listed for ***************** and wasnt specific for my area. There were two tests that I could have chose from one of which was 156 and the other was 130. 
  
  
  Regards,
  
  *************************

  Business response

  09/09/2024

  Dear *************************,
  
  We were notified that you rejected our response to your inquiry regarding your recently canceled test registration. 
  
  Keep in mind that although the Praxis program develops, administers, scores, and reports test results for user states, we at ******************** do not determine which tests are used for certification or the minimum requirement necessary to be become highly qualified. Each state agency that uses the Praxis Series assessments determines its teacher assessment needs based on legislated requirements and/or state policy.
  
  As you may know, these tests are administered by third-party entities. We have an obligation to the third party once the registration is confirmed. As such, it is incumbent on the test taker to verify the required test with his/her score recipient prior to completing the registration. A completed registration immediately follows the Refund Policy as outlined in our Praxis Bulletin.
  
  It is important to be reminded that before the registration is complete, the test taker must acknowledge that the guidelines and policies governing the registration are carefully reviewed with signed agreement of our policies and procedures. Only then is the test taker able to complete the registration with full understanding of our terms of agreement.
  
  When reviewed, it is confirmed that the concerns were previously addressed. From our perspective, we believe this matter has since been resolved. Thank you for sharing your concern, and we wish you success in your professional endeavors.
  Regards,
  TTA/Praxis
  Educational Testing Service
  

• Initial Complaint

  08/29/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unresolved

  More info

  Dear officers, NAME: ********************* Test Appointment Number: **************** Date of Birth: October 6, 2006 Email Adress: *************************** Username: Dls2024 ETS ID: ******** Test Date: August 20, 2024 11:50 AM CT - ***** Time - ****/******** Test Center: Home Edition I am sorry to bother you. I am writing to request further support regarding my recent TOEFL IBT scores on August 20, 2024, at 11:50 AM.I received information about the Delay of my exam results, but the timely release of my results and feedback is crucial to me as it will determine whether I can get into my desired school or not. I would greatly appreciate it if my results could be released as soon as possible.Firstly, I am going to explain the situation during the test day. I finished the exam in my bedroom. My test-taking process was basically smooth. But I used my whiteboard very frequently for listening speaking and writing. Because I have a habit that I like to write down all the thoughts in my head, and I think it makes it easier when I answer questions. I think it makes me feel more relaxed when I answer the questions, and I also write down some words that I remember vaguely on the whiteboard and check them over and over again. I solemnly promise that I have just fully complied with the rules of the examination on my test day.Secondly, I am very confident in my English ability because I have dedicated over 7 hours to intensive TOEFL study every day for the past six months to achieve a satisfactory score.I am applying for Social Science and Data Science program at *************************, and I need to submit my language results by the end of August. If I don't achieve a qualified language score during this timeframe, all my efforts will be in vain.I am clear that we should be honest in any exam, so I guarantee that my TOEFL score this time fully reflects my recent learning results. I would appreciate it if my letter could be considered.Best Regards,*********************

  Business response

  09/05/2024

  Dear *********************,
  
  ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding your August 20, 2024 ***** 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.
  
  For the reasons stated above, your August 20, 2024 ***** iBT Home Edition examination scores are on hold because they are under administrative review. At the conclusion of our review, you will be notified if there are questions concerning your scores.  Otherwise, your scores will be reported to you and to institutions you have designated to receive reports.  We sincerely regret any inconvenience that you may experience, and we hope you understand these measures are necessary to ensure the validity and fairness of the ***** scores for all test takers.
  
  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

  09/05/2024

  
  Complaint: 22214171
  
  I am rejecting this response because:
  Dear officers:

  I am very anxious right now because my TOEFL score is still in an unavailable status after almost two weeks. However, the deadline for my language requirement from the universities I applied to is coming up. Therefore, I hope that my TOEFL score will be released soon. I beg you to complete the review as soon as possible. I would greatly appreciate it if my results could be released as soon as possible. 
  
  Regards,
  
  *********************

• Initial Complaint

  08/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dear Officer,I'm a Chinese test-taker for the GRE test at home. My information is as followed:Email Address: ***************** Test ************ Tuesday, July 30, 2024 - 06:50 PM (CT)Appointment: **************** On August 16th, I saw an email that said "your Jul 30, 2024, GRE scores are delayed because they are under administrative review"I passed all the tests and took the exam under the instructions of the invigilator without breaking any exam rules. So far I have sent 17 emails to GRE tests asking, but have not receive any responses.You can check the video from the exam, I spent a lot of time thinking and determining the framework and content of my writing before I started writing the first word. Every word and sentence was improvised by myself during the exam. There were even impromptu deletions as I went through the writing process. All these reflect my personal independent thinking process.For me, these 9 months preparing for the test, and preparing to take the test at home was really tough, and I put in a lot of hard work during this period. In addition, the cost of the GRE is also a big expense , so I sincerely hope that the score can be available.On top of that, my application deadlines for my dream schools are approaching. Missing this deadline means forcing me to give up my dream school. ** is surprising that self-disciplined candidates, who put a lot of effort into the exam, should suffer long delays.l would like ETS to speed up my case's processing as fast as possible. l hope the review officer can help me. Thank you so much!Best regards.YATING ****

  Business response

  09/05/2024

  Dear Test Taker,
  
  ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding your July 30, 2024 GRE General Test at-home 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.
  
  Our records indicate the Test Security Analyst assigned to your case has emailed you a letter regarding the status of your July 30, 2024 GRE General Test at-home examination scores. Please make sure to read the letter and follow the instructions provided.
  
  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

*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. ↩