ComplaintsforEducational Testing Service (ETS)
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Complaint Details
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Initial Complaint
02/21/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
Dear all,My name is *******************************, and I am writing to you because I took the TOEFL IBT Home edition test on January 3rd, 2021, and I have been waiting for my official scores for the TOEFL test for almost 2 months now.On January 15th, ETS sent me an email mentioning I would receive my scores after 2-4 additional weeks because they were under "Administrative review", but those four weeks have already passed, and I have not been notified yet, so I need further information and my score report urgently.Please help me to get my scores, because I am applying to my post graduate studies and this delay in my scores has been very detrimental for my applications.Business response
02/22/2022
Dear *********************************,
ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding the scores of the ***** iBT examination that you took on January 3, 2022.
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 that this review was completed on February 22, 2022, and your January 3, 2022 scores have been reported. You can access and view your scores through your online ETS account.
Thank you for granting us the opportunity to assist you regarding your complaint with the Better Business Bureau. I wish you much success in your future academic endeavors.
Regards,
***** Services
Educational Testing ServiceCustomer response
02/22/2022
[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
02/20/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I registered and paid for a praxis test (****) on ETS website for $156 on Jan 18, 2022. On Feb 9th, 2022, my University (LMU) sent an email informing me the ** ********** of ********* changed their requirements for the praxis test **** and it was no longer required for my endorsement and degree. I cancelled the praxis test and asked for a full refund from ETS due to the mistake and late information from the ******* of ** as well as the University. ETS only sent me a refund of $78. Due to the fact this test registration requirement change is NO fault of my own and out of my control, I requested a full refund from ETS who have instead chosen to keep half of my money for their own purposes without offering any services of any form in compensation for my own money they have purposeful and willfully withheld.Business response
02/24/2022
Dear *************************,
ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding the May 14, 2022, Praxis test administration. The matter is under investigation with the ******************* Team, which is responsible for overseeing the development and administration of these tests.
You will be contacted shortly with the result of the investigation.
Regards,
Praxis Management TeamInitial Complaint
02/20/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have attempted to take the Praxis on two separate occasions. Both times I downloaded the requested software, successfully went through equipment checks, and allowed the ******* complete access to my computer to check everything. When the ets browser launched, it would not proceed with the test. I have paid $130 on two occasions and haven't seen the first question. I don't know why or how to fix this problem. ETS cannot tell me what is causing the problem and all checks ahead of time indicated that everything would work fine. The worst part is that instead of working through this issue and allowing me to attempt to solve the problem or try a different computer, it just shuts down and requires me to wait and then pay to register again. This is beyond frustrating. I need help solving this problem and do not want to pay again when I have paid twice and haven't answered a single question yet.Business response
02/24/2022
Dear *********************,
ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding the Praxis Series test from the February 20,2022, administration.
The ETS Office of Testing Integrity is conducting a review of your Praxisadministration due to the reported infraction on test day. Most of these reviews are completed in about four weeks however, in rare cases, the review can take longer. The assigned Test Security Analyst will be in contact with you shortly regarding the status of your case.
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 Praxis scores for all test takers.
Sincerely,
Praxis ProgramInitial Complaint
02/20/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Hello, My name is ****** Einstulen and I took the ***** Home test provided by ETS on the 02/02-2022. I needed to take this test in order for me to matriculate at a university that I was admitted to. The university required the scores the 14th February and according to the ETS website the scores would be posted in **** days and therefore I took the test well in advanced for the university to recieve my scores. However, I got an email from ETS stating that my scores would be delayed by 2-4 weeks, nowhere on the website for registration of the test was this stated that this delay may occur. It has now been a week since my university required my ***** scores and I might lose my spot at the university if I dont provide them with the results soon. Courses start tomorrow and I honestly dont know what to do. I have emailed and called ETS several times with no results. I spent 80 dollars on a phone call only to never get an answer. Ive gotten verry vague answers by mail after several days only redirecting me to contact someone else. I have already moved abroad to the location of my university and now I really dont know what to do. I hope that you can help me with this as ETS does not seem to want to help me even though it is a "student friendly" organisation.Business response
02/23/2022
Dear Marcus ************************************** was notified by the Better Business Bureau (BBB) that you submitted a complaint concerning the ***** test you took on February 2, 2022.
The administrative review pertaining to your February 2,2022 ***** iBT Home Edition scores is in its final stages. Please allow until the end of this week for the review to be completed.
Sincerely,
The ****** of **** Integrity
Educational Testing ServiceInitial Complaint
02/19/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My ETS ID is ************************* and I registered a toefl home edition test on the 6th of February. Even though I took my exam completely honestly, ETS still put my TOEFL scores under review without providing an explanation, which made my preparations for Phd in vain. The deadline for the adimission is about to be due within a month and ETS claimed it required 2 to 6 weeks for the so called review during the last telephone call. The score would be pointless to me if the review goes longer than 3 weeks and I got no chance to find out what actually happened.Business response
02/23/2022
Dear Shibo ****,
ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint concerning the ***** test you took on February 6, 2022.
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 February 6, 2022 ***** iBT Home Edition scores are on hold because they are under administrative review. At the conclusion of our review, you will be notified only 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.
Sincerely,
The ****** of **** Integrity
Educational Testing ServiceInitial Complaint
02/17/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
Dear GRE team,I am a Gre General test taker, ***************************, who took the test on 25/12/2021. My ets ID is 7LF3B3D6.According to the official test dates, the score should have been reported within 2 weeks.However, I haven't received my score report till now. Since it is now approaching the deadline of graduate school application, I need the score very urgently. Could you please help check what's the situation and send me the score report ASAP? I would be very grateful!Many thanks!Personal information that you may need Name :- *************************** DOB :- 17/03/2002 mail id :- ****************** test date/Time :- Deccember 25,2021 9:00 AM (IT - ****** Time- Asia/*******)Ets id :- ******** Issue : Official scorecard not available even after 40 days Registration Number: ******* Appointment number:- #651871221******* previous issue reference no. :- ************Business response
02/25/2022
Dear ***************************,
ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding the scores of the GRE General Test that you took December 25, 2021.
The administrative review pertaining to your December 25, 2021 GRE General Test scores is still underway. If you have not heard from us within one week, please contact the Office of Testing Integrity at ************** or ************************************ for an update.
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,
The Office of Testing Integrity
Educational Testing ServiceInitial Complaint
02/15/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
I had recently given TOFEL exam by ETS two weeks back dated on 02-01-2022.My scores are not released yet which makes me worrying. As I am approaching the dead line for the college applications i am waiting on my scores to apply.I kindly request you to resolve the issue by releasing my grades without any delay which will help my carrer to go forward. My details are as mentioned below 1.email: ***************************** 2.Etsid: 53EA50DG 3.FullName: Naga ***** Satya Sai *****************************.4.DOB: 04-01-2001Business response
02/18/2022
Dear ********************************************************************************************** was notified by the Better Business Bureau (BBB) that you submitted a complaint concerning the ***** test that you took on January 23, 2022.
The administrative review pertaining to you your January 23, 2022 ***** iBT Home Edition is still underway. Please allow sufficient time for the review to be completed. If you have not heard from us in two weeks, you may contact the ****** of Testing Integrity at ************** or ************************************ for a status.
Sincerely,
The ****** of **** Integrity
Educational Testing ServiceCustomer response
03/01/2022
[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,
Naga Surya Satya Sai *****************************Initial Complaint
02/15/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I have complete my toefl exam on January 4 2022 still my results are not out and I got a mail my scores are in administration review I need my results as soon as possible. Because I am applying universities now. I am planning for fall 2022 Last Name: ****** FIRST NAME: ********************* DATE OF BIRTH: 13/06/2000 Email address:****************************** ETS ID:33EB5GH7 Test date: 04/01/2022 Phone number: **********(indian) Please process the scores and send immediately My 4 weeks of waiting time finished please send my scoresBusiness response
02/18/2022
Dear ********************* ******,
ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint concerning the ***** test that you took on January 4, 2022.
The administrative review pertaining to your January 4, 2022 ***** iBT Home Edition scores is still underway. If you have not heard from us within one week, please contact the ****** of Testing Integrity at ************** or ************************************ for an update.
Sincerely,
The ****** of **** Integrity
Educational Testing ServiceCustomer response
02/18/2022
Complaint: 16767399
I am rejecting this response because:
My 4 weeks of waiting time also complete then how many days do I need to wait please I need my scores as soon as possible I am applying for colleges my friends are already applied. Please BBB send my response to ETS ask them to send my scores my ETS ID:33EB
5GH7 Please send my scores as Lot of time has been waste by now please ask them to send my scores
Regards,
********************* ******Business response
02/23/2022
Dear ********************* ******,
ETS was notified by the Better Business Bureau (BBB) that you rejected our initial response concerning the ***** test you took on January 4, 2022.
Our records indicate the **** Security Analyst assigned to your case has emailed you a letter regarding the status of your January 4, 2022 ***** iBT Home Edition scores. Please make sure to read the letter and follow the instructions provided.
Sincerely,
The ****** of **** Integrity
Educational Testing ServiceCustomer response
03/04/2022
Complaint: 16767399
I am rejecting this response because: I got a letter from ETS and I have cleared my queries they said they will refund my amount but they didn't do it. It is taking to much time Please speed it up
Regards,
********************* ******Business response
03/09/2022
Dear ********************* ******,
ETS was notified by the Better Business Bureau (BBB) that you rejected our recent response concerning the ***** test you took on November 28, 2021.
We have successfully processed your **$190.00 refund on March 8, 2022. The refund should appear on your PayPal account in approximately seven days.
Sincerely
***** Services.Initial Complaint
02/09/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I have written ets TOEFL exam in December 2021,they have kept my scores on hold.Later they sent mail asking me to cancel if i wish so that they can refund,i have replied them back asking for refund,but i didnt get any response yet.If they refund me soon ,I will take the exam again so that I won't miss my deadlines for universities.My ets ID is *********** mail is ******************************* ask ETS to refund my money soon.I have already lost 2 months because of delay.I have mailed them many times but I didn't get any response.Help me out please!I need it as ASAP.Ask them to refund me in 2 days so that I can book a slot again soon for the exam.I don't have much time.Thanks.Business response
02/16/2022
Dear ***********************,
ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint concerning the ***** test that you took on December 27, 2021
Our records indicate that OTI has already been in contact with you regarding this matter. If you have any further questions, you may contact OTI at ************** or ************************************.
Sincerely,
The ****** of **** Integrity
Educational Testing ServiceInitial Complaint
02/08/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On December 22, I took the GRE test home edition. The results are still not available!! There is absolutely no notification from ets about the reason for the delay. The only gre support response is to call OTI, where the autoresponder asks you to wait more than 10 minutes, and after 20 minutes the call is dropped. No one ever responds to e-mail. Ets deeply doesn't care that students have deadlines and universities don't wait for results and don't even warn or try to somehow speed up the process, because as it became obvious to me, they don't care about their customers.Business response
02/09/2022
Dear *******************************,
ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding the scores of the GRE General Test that you took on December 22, 2021.
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 that this review was completed on February 8, 2022, and your scores have been reported to both you and your designated score recipients. You can access and view your scores through your online ETS account.
Thank you for granting us the opportunity to assist you regarding your complaint with the Better Business Bureau. I wish you much success in your future academic endeavors.
Regards,
GRE Services
Educational Testing Service
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Customer Complaints Summary
2,309 total complaints in the last 3 years.
965 complaints closed in the last 12 months.