ComplaintsforEducational Testing Service (ETS)

• Initial Complaint

  07/20/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Urgent Request for Re-evaluation of Canceled ***** iBT Test Scores: I am ***** *************, a recent ***** iBT test taker, with the appointment number ****************, which took place on Wednesday, July 10, 2024, at 12:20 PM CT. Despite fully complying with all test protocols, I was notified that my scores were canceled due to allegations of non-original responses in the Speaking section. I firmly believe this to be a significant misunderstanding. Throughout the test, conducted under strict supervision, my performance was smooth. The only incident occurred during the independent Speaking task 1, where I began speaking upon hearing the cue to start, rather than waiting for the subsequent beep signal. It is my conviction that this minor deviation, borne out of nervous anticipation rather than an intent to circumvent rules, has been mistakenly interpreted by ETS as grounds for score cancellationan action I find wholly unjustifiable. I registered for the ***** test with a payment of $323.17, expecting a fair evaluation of my English language skills across various sections as promised by Educational Testing Service (ETS). The nature of my dispute lies in the unexpected cancellation of my Speaking section scores. ETS has yet to provide a clear explanation or evidence of their claims, which puts my educational and professional future at risk. The urgency to resolve this matter is critical as the deadline to submit these scores to universities is July 29, 2024. I earnestly request your intervention to facilitate a prompt re-evaluation of my test scores. I sincerely hope that you can review it as soon as possible and provide a satisfactory resolution. Additionally, I would appreciate any assistance in expediting this process, including being placed on a speedup list.

• Initial Complaint

  07/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On July 10th this year, I took the TOEFL Home Edition test from ETS and paid the test fee to them before taking the test. My test score was released on July 6th, but only one day later, my test score was withdrawn by ETS without any reason or evidence. Now I have three days to submit this score to my university, but they won't give me my score, and my university is going to cancel my admission because I can't provide it. This is the thing that changed my life and is also the most important thing for me in the past three years. I spent countless efforts on English learning. I fully complied with all the exam rules during the whole exam process, and the invigilator did not give me any warning or reminder, nor did I violate any rules in the exam. I have to lose my chance to go to college because of their unreasonable behavior, which is very unfair to me. They are blaspheming my rights and interests as a consumer, so I feel very angry. I hope you can help me, and I would like to express my heartfelt thanks to you!

• Initial Complaint

  07/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I am writing to file a complaint on ETS for withholding test scores to be released in batches. Dear Processor, My name is ****** ****, and my ETS ID is ******** and Appointment number is **************** At 11:30 am (CT) on July 2, 2024, I took the GRE test with full confidence. I am well aware of the seriousness of the test, so throughout the test, I always strictly followed every instruction of the proctor 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 proctor. However, despite my great efforts and cooperation with the examiner throughout the test, I have not been able to check my scores as planned on June 16 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.

• Initial Complaint

  07/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My name is *** ******* and I am a TOEFL candidate from China. I completed the exam on July 10th, 2024. And I successfully scored on July 16, 2024, but when I checked again today, I found that the score was missing. Could you please score as soon as possible? Thank you.

• Initial Complaint

  07/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received an email from Praxis advising me that I have an at home test schedule with proctoru for July 12, 2024 at 7 pm. I logged on 15 minutes early and became nervous when a ******* had not logged on by 77. I called proctoru and they advised me that they did not see a test scheduled for me for July 12, 2024. I told them about the email I received. They apologized and said they could not see anything related to me or my email address. They advised me to call praxis monday. I emailed praxis immediately and included the reference number for the proctoru call because I knew they would come with some issues. I called praxis Monday and they advised me that proctoru marked me as a no show. I am glad I screenshot the screen showing I was on the screen waiting but the thing is I was waiting for nothing because proctoru did not receive any communication from praxis that I needed a ******* for a test on July 12, 2024. How could I be marked a no show when proctoru does have any communications from praxis to have a ******* available for me. This is not the first time I was cheated out of my money regarding praxis and proctoru. I need something to occur. I have a copy of the chat from proctoru saying they have no communication from praxis referencing my test at all. It seems like praxis or proctoru are trying to take my money AGAIN.

  Business response

  07/25/2024

  Dear *************************,
  
  We were notified by the Better Business Bureau (BBB) of your complaint regarding your July 12, 2024, at home test admin.   In your complaint, you notified the BBB that a ******* was not present to administer the scheduled exam.
  
  The investigation determined that the ******* was present as scheduled for the registered test, but the test taker was marked as a No Showbecause of the test takers absence for the proctored exam.   Further review indicated that the test taker has multiple email accounts and evidently logged in using the incorrect account.  This is the test takers error.
  
  Despite the error, the inquiry is referred to our customer ********************** department to determine if any further assistance can be granted. You will be contacted under separate cover with any updated information. Thank you for sharing your concerns with us, and we wish you success in your professional endeavors.
  
  Regards,
  
  Praxis Program
  Educational Testing Service

• Initial Complaint

  07/18/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  This is *** ******, ETS ID: ********, Appointment Number: ****************, Date of Birth: 07/02/2002 I have taken the TOEFL ibt on July 10,2024, and now my test state is still on checked in. According to the time, I could get my score or result in July 16. This is very urgent to me because I need to provide my TOEFL score to my postgraduate university before July 25. Otherwise, my offer will be withdrew and I will not further my study this year. And this will result to big lost to me since I have reserved accommodation and flight. Therefore, I hope you could help me push this problem and give me the reason why my test state is still on checked in.

• Initial Complaint

  07/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Dear Better Business Bureau, I am writing to file a formal complaint against Educational Testing Service (ETS) concerning the TOEFL iBT® Home Edition test administered on June 18, 2024. I am requesting BBB’s assistance in restoring my test scores. On June 18, 2024, I took the TOEFL iBT® Home Edition test. Following the test, ETS notified me that my scores were canceled due to alleged assistance during the test, which I strongly deny. I passed all security checks before the test and did not receive any warnings or alerts from the proctor during the test. I did experience the following technical issues, which were managed with the proctor’s consent and did not disrupt the test: 1. Computer Crash: Before the test began, my computer unexpectedly crashed, requiring a restart. After reconnecting with the proctor, a technical support team member resolved the issue promptly. 2. Low Battery Warning: During the second essay of the writing section, my computer emitted a low battery warning sound. I stopped writing and immediately informed the proctor, who granted me permission to retrieve my charger. This process took no more than five seconds, but by the time I connected the charger, the test time had concluded. Despite these issues being managed appropriately, ETS has canceled my scores and imposed a ban on future tests. This situation has caused me significant distress, as I have been waiting for nearly a month for my scores, which are crucial for my academic applications. The deadline for submitting these scores is approaching, and I am deeply concerned about the impact on my applications. Request: I am requesting BBB’s assistance in resolving this matter by advocating for the restoration of my test scores. I believe a fair review will show that no cheating occurred and that my scores should be reinstated. Thank you for your urgent attention to this matter. I look forward to your support in ensuring a fair resolution and the restoration of my test scores.

• Initial Complaint

  07/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 7/9 and 7/10 I successfully took two at home, practice tests on my personal computer. On 7/11 I attempted to take the 5003 Praxis exam which is for math. I logged onto the exam at 9:55 AM for a 10 AM exam and was connected to a ******* and was told there were Wi-Fi issues. My canidate ID # is ********. I was then reconnected to another ******* as well as another who told me they were connection issues. They all test my Wi-Fi and it was fine. I logged onto another ******* who transferred me to another who transferred me to another. Then I had a ******* completely disconnect from me and logged me out of everything. With all of these issues and constantly trying for four hours, I was unable to log into my exam when I finally, got through with a ******* that got me to the testing site. They only had me log onto the exam for next week because the link for this exam was no longer available. I was sent to technical support who had no issues and sent me through to another *******. I was told to call ETS to get a new code to log on they told me there was nothing they could do that. They would need to investigate it. I had to send an email to start the investigation with all of this information. I was then sent to reply. Email that stated to give my name date of birth practice information so that they could begin investigation all of which was in the initial email. I then received another email saying its being escalated to higher level and I need to 7 to 10 business days. I would like to receive a code and reschedule date for this exam as it was through no-fault of my own and I need it done ASAP in case I need to take a second attempt. There were multiple issues on their end, including the *******, completely disconnecting and also not responding. I would like a resolution ASAP with a new code so that I can schedule my test.

  Business response

  07/25/2024

  Dear *********************************,
  
  ETS was notified by the Better Business Bureau (BBB) that you submitted a complaint regarding the PRAXIS ********************* Mathematics (5003) Test that you had scheduled for July 11,2024.
  
  Our records confirm that you contacted our organization directly regarding this matter and we responded to you via email.
  
  From our perspective, we believe this matter has been addressed.Thank you for allowing us the opportunity to review this matter, and we wish you success in your professional endeavors.
  
  Regards,
  
  Praxis Program
  Educational Testing Service
  

• Initial Complaint

  07/17/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I am writing to formally lodge a complaint against ETS TOEFL regarding an issue I encountered with my TOEFL iBT Home Edition test scores. I took the TOEFL iBT Home Edition on June 26, 2024. According to the information provided on the ETS TOEFL website, my test scores were supposed to be available within 4-8 days. However, when I did not receive my scores within this timeframe, I emailed ETS TOEFL on July 3, 2024, seeking an update. On July 4, 2024, I received a response from ETS TOEFL stating that my scores were under administrative review and that I would need to wait an additional 1-2 weeks. After one week had passed, I contacted them again on July 10, 2024, seeking further clarification, but received no substantial update. Today, on July 17, 2024, I emailed ETS TOEFL once more for an update. They responded that they still need more time to process my scores and that I would have to wait longer. This prolonged delay has caused significant inconvenience and stress, as I am reliant on these scores for my academic and professional plans. Due to this delay, I have missed critical deadlines for applications and opportunities that required my TOEFL scores, resulting in substantial personal and professional setbacks. Moreover, I have additional deadlines approaching soon, and further delays will exacerbate the negative impact on my plans. I have attempted to seek clarity and resolution directly from ETS TOEFL, but the continued delays and lack of clear communication have compelled me to seek your assistance. I kindly request the Better Business Bureau to intervene and help expedite the release of my TOEFL iBT scores or provide a detailed explanation for the delay. I believe that timely and transparent communication from ETS TOEFL is essential for maintaining trust and confidence in their services.

• Initial Complaint

  07/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Good morning, Dear Staff. I am ***** ***, and I took the TOEFL home edition on 9 July, ETS ID: ********, Appointment : **************.  I participated in the TOEFL and I completed the test independently only to be notified that my score was cancelled because my writing introduced information or ideas that were publicly available to other test takers. But I did not copy any other sources in my writing, I remember focusing on the analogy between automation and the previous industrial revolution in my independent writing. It was something I came up with on my own, without any references. So this email is my request for clarification on the cancellation of my marks. Hope you can help me. Thanks for your understanding. Sincerely, ***** ***

*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. ↩