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Educational Testing Service (ETS)

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Educational Testing Service (ETS) Reviews (228)

Review: I registered for the GRE five days ago to take the test on October 23, about six weeks from now. I obviously clicked to accept the terms and conditions, neglecting to read the fine print. The school I am applying to, I was just informed, recently changed their policy and GRE scores are no longer needed. I am currently unemployed and it was a big deal for me to spend the $195 on the test but a necessary expense since I have some clear goals in mind of attending graduate school. I was unaware of the 50% only refund policy - its in the fine print. Had this been made clear to me, I probably would have looked elsewhere to register for the test. I canceled my registration and did some research and phoned a number of offices in an attempt to be heard regarding my dissatisfaction. I called the office of Mr. David H[redacted], hoping if I took my complaint far enough I might be heard. I do believe that this practice is completely misleading and I do not understand what the 50% not refunded to me covers, especially since it is less than five full days since I registered. I do NOT have money to be throwing away. What does ETS need with my money that I could really, really use to pay for my rent? Completely dissatisfied with this policy/company and unhappy with being laughed at by a supervisor named Keisha.Desired Settlement: I need the full $195 refunded. I will not continue to call whomever I can until the full $195 is refunded.

Business

Response:

We have notified [redacted] that we will make a one time exception to refund the remainder of her test fee due to her circumstances.

Review: I originally scheduled a test for February 14th, 2014 in a [redacted] location. On January 23rd, I fractured my left arm, leaving me in a sling and unable to type. I called asking whether a medical issue would force me to pay the $50 rescheduling fee. I was instructed to fax a doctor's note and a cover letter describing my situation and that if approved, I would receive a voucher within 3-5 business days of sending the fax, and that I would need to call ETS back to check on the status of my request. I called a few days later to check my status, it was still pending. I decided to call back in a few days. In the meantime, my original test date was rescheduled because of a snowstorm, and I was given a new date about two weeks later. This new date was not good for me, and my arm was still broken. I called ETS again, well after 3-5 business days; they said there was no update on the status of my request. I verified that I sent the fax to the correct number. I also made sure that the day I faxed it, I faxed it on two different fax machines, both which produced a successful fax report upon sending on February 7th. A customer service agent suggested I resend the faxes; I was not satisfied with this solution - ETS did not process this correctly the first time I did it, and I did not believe it would be successful a second time around. They had no other options when I asked for an alternative solution or way to get them these documents. My test date got rescheduled AGAIN due to weather. The new date was absolutely not convenient, not only because of my arm but also because of my work schedule. I spoke to them again on the phone - the agent I spoke to suggested I reschedule and pay the $50 and then work out the refund later. I asked to have a manager call me, and gave my phone number; no one ever called me back, even after several days. I am dissatisfied with the way this has been handled, and believe I took all the necessary measures but ETS was negligent and disorganized.Desired Settlement: I would like to receive a full refund on my test reservation. Not only was my request for a voucher due to my broken arm completely ignored and incompetently handled, but I also got rescheduled TWICE due to weather. This type of delay is out of my control, was not my decision, and I should not have to pay this company EXTRA money to move a test date they changed on me twice. They did not have the courtesy to reschedule for the same day of the week/time slot (which would be a rational thing to do...people have work schedules and lives).

I would like $185.00 refunded to me so that I can schedule another exam when it is convenient for me. (I actually would not like to take a test with this company ever again but it's a monopoly and controls access to higher education so they think they can get away with anything.)

Business

Response:

Please see our response below:

Dear [redacted],

Your complaint to the Revdex.com (Revdex.com) was forwarded to me for a response. Please accept my apologies for the misunderstanding regarding the rescheduling of your exam date. A voucher has been issued for you to schedule a new test date.

Please use the following voucher number to make a new appointment at your earliest convenience. This voucher number is valid for one year from the date of this notification. You cannot register online for an appointment, so please call Prometric at [redacted]

Voucher Number[redacted]

We wish you much success in your future academic endeavors. Please contact me if you have further questions or concerns at [redacted]

Sincerely,

Test Taker Advocacy

The GRE Revised General Test

TRACKING NUMBER: [redacted]

Review: I was merely calling to question about a refund and my customer service rep was incredibly rude. Also this company handles the funds of STUDENTS. they should always be willing to refund student money at anytime. Keeping 185 dollars is not a justifiable fee if someone cancels a test at anytime. They also say only death is an acceptable reason or excuse and that is listed NO where on their website as being the only excuse a student can have. My customer service rep was[redacted]. by the way.Desired Settlement: Either a refund of my 185.00 or a change and clarification in policy.

Business

Response:

Please see our response below:

From: [redacted]

Sent: Friday, November 08, 2013 12:00 PM

To: [redacted]

Subject: Revdex.com Complaint - GRE Score Report Fee - Case ID [redacted]

Dear Mr.[redacted],

Educational Testing Service (ETS) was notified by the Revdex.com (Revdex.com) that you submitted a complaint requesting a score report refund of $25.00. According to the complaint, you state that the company advised you that you could obtain your scores online for free but the online site requested personal information and made it clear this information is shared with other organizations. You did not accept these terms and ended up paying the $25 fee to obtain the score by mail.

Candidate score reports are intended for the personal use of the test taker. GRE candidates may print a PDF version of their score report without a fee as often as necessary. Candidates who wish to receive a paper score report sent via mail can do so for a fee of $25.00. The mailing of a paper score report by mail is a service for fee covering the cost of producing and mailing the report.

With regard to your concern about the sharing of personal information, ETS does not release personally identifiable information except in very specific circumstances as described below. ETS complies with all privacy laws and regulations. According to the GRE Bulletin and the GRE website at [redacted]/: "Your scores will be reported only to:

•you

•the institutions that you designate

•approved graduate fellowship-granting sponsors that you designate •vendors the score recipients might designate to process the scores they receive Score reports will be released only upon your request. ETS will not release your scores at the request of institutions or fellowship sponsors except for use in research studies that are approved by the GRE Board and that provide anonymity for test takers and the institutions they attend.

Your score record and the documents you completed that are retained at ETS may be released to third parties (e.g., government agencies, parties to a lawsuit) if requested pursuant to a subpoena.

Test-takers' Background Information Data and Performance DataTest-takers' answers to background information questions and their performance data may be used in analysis samples, score interpretation data, group statistics and research studies. Test-takers' essay responses may be used in ETS materials to train scorers, to help score recipients interpret scores or to help examinees prepare for the test. In each instance, all identifying information will be removed."

You also stated that you paid more than $300.00 to take the GRE exam. All fees for the GRE® revised General Test and Related Services are clearly identified in the GRE Bulletin and the GRE website at [redacted]. If you register for one or more GRE test administrations or request added services, the documented service fees will apply.

Unfortunately, we cannot comply with your request for a refund of the GRE additional score report fee. The Revdex.com has been notified of our response to you regarding your complaint.

We wish you much success in your future academic endeavors.

Sincerely,

Review: On August 26, 2013, I used ETS on-line registration for testing for an Ohio teaching certificate. A full payment of $254 was required and paid (by credit card) to register for the soonest available test that was scheduled for October 7, 2013. On September 20, 2013 I received an email from ETS stating that the test was cancelled and that another test date would be arranged and communicated to me. Today, September 23, 2013, I received a call from ETS with the new date and during the conversation, the CSR informed me that as of September 1, 2013, the state of [redacted] was no longer accepting Praxis tests for teacher certifications. When I asked for a refund, I was informed that according to their cancellation policy only 50% would be returned. At no time and in none of the web pages I was required to view during my August 26th registration, was the September 1st [redacted] change identified or explained. As this information was unavailable to me during the time of my registration, I feel that this situation falls outside of the normal "cancellation" policy procedures at ETS. During several follow-up calls today (9/23/13) with ETS, I explained these circumstances and was turned back because of this so-called 50% refund policy. ETS was fully aware that they were not going to be able to satisfy my requirements when I registered, yet they took my money, leaving me very unsatisfied.Desired Settlement: A full refund of my $254 registration fee as soon as possible as I must register for [redacted] testing with another provider in order to receive my much needed teaching certificate. Reference Candidate ID# [redacted] and Order/Confirmation Numbers [redacted] and [redacted]

Business

Response:

Please see our response below:

Dear Ms. [redacted],

ETS was notified by the Revdex.com (Revdex.com) that you submitted a complaint regarding the refund that will be received by you for canceling the Praxis II Principles of Learning and Teaching:7-12 exam ([redacted]) and the Art: Content Knowledge exam ([redacted]) which was scheduled for an October 7, 2013 test date.

When you contacted the Revdex.com, you expressed your concern that, after canceling the registration, you expect to receive a full refund of $254 but were informed by our Call Center you will only receive 50% credit from this transaction. Your concern was referred to the Test Taker Advocacy Team for careful review.

When investigated, it was determined that the refund process to your account will be consistent with the terms and conditions outlined in our Test Refunds Policy. Information regarding our refund policy is available online and in our Information Bulletin (2013-2014) for the time this registration was completed. You registered for these exams on August 23, 2013 which was well after the updated Praxis Information (including the State of ** Department of Education (DOE) was updated August 1, 2013.

The ** DOE Praxis page clearly states:

Overview of [redacted] Testing Requirements

Beginning September 1, 2013, a new test series ([redacted] Assessments for Educators), will replace many of the Praxis II® tests as the required [redacted] educator licensure tests. If you are a new candidate for teacher certification, please visit the [redacted] Department of Education website for further information.

How to Qualify for Licensure

For information on how to qualify for initial licensure in [redacted], visit the [redacted] Department of Education website and enter "Initial Licensure" in the search box.

Who Must Take the Educator Licensure Tests?

Beginning September 1, 2013, teacher candidates or other professional educators wishing to become licensed must take either the [redacted] Assessments for Educators (OAE) tests, The Praxis Series™ tests or a combination of OAE and Praxis II tests. Please visit the [redacted] Department of Education website for further information.

If you are licensed in another state and are interested in obtaining a license in [redacted], contact:

The [redacted] Department of Education

Center for the Teaching Profession

Office of Educator Licensure

###-###-####

The Test Fee Refunds policy outlined on our Web site, [redacted], for the 2013-2014Test Year, as well as the 2013-2014 Praxis SeriesTM Information Bulletin advises on Page 12, “If you cancel your appointment no later than three full days prior to your appointment date, you are eligible for a refund of 50% for Praxis II.” The Praxis II tests that you registered for falls under this category and so the refund will be processed in accordance with the established procedures. Your submitted registration served as acknowledgement that the terms and conditions were read, understood, and you were in agreement with the testing policies and procedures for this test administration.

Your letter is unclear as to where you obtained the information on scheduling the exams that you did. Since you did register for the two incorrect exams and ONLY because you experienced issues with rescheduling of these exams by Prometric, and in lieu of the above information, we will make a one-time exception to policy and refunded the remaining 50% for these exams AFTER you go to your online Praxis account and cancel them.

You will need to contact me directly in 24-36 hours AFTER you cancel the exams so that I can then process the other 50%. My telephone number is: ###-###-#### and I am in the office Monday-Friday from 8:00 am to 4:30 PM.

Thank you for taking the time to contact us and granting us with the opportunity to provide clarification regarding refund of test fees for this administration. I wish you success in your professional endeavors.

Regards,

Review: Was billed twice for the transmission of graduate testing scores by this company when only one score was to be sent to one institution. Called customer service and they claimed they could only see one order for testing scores to be sent University of ** even though I had two charges on my credit card. Duplicate score transmission later appeared on GRE-ETS online account. Scores were sent/billed twice needlessly. Customer service was unable to assist/refund via email or over phone. Charge back for duplicate credit card charge initiated. Now I have gotten a bill from ETS for the score plus an admin fee.Desired Settlement: Remove record of anything owed, delete record of 47.00 USD owed and admit mistake for duplicate billing.

Business

Response:

As per a conversation on March 23rd, the test taker will be getting balance removed from the file.

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: I gave my GRE on 8th august 2014, Appointment Number[redacted], Name: [redacted], center: COUNCIL FOR AMERICAN EDUCATION Test Center Address: A-260 (3RD Floor) Defence colony. NEW DELHI. After the test there is an option of allowing one to fill up upto 4 universities foe respective centr free, which in my case did not happen as desired due to a technical glitch, which I reported there and then to my center of examination, who told me to take up my issue with ets.

I have mailed them repeatedly starting from 8th august 2014 till today, I even got a response from their side asking me the codes of the universities, which I take meant they considered my problem and were doing something about it but it has been more than 10 days now and I have been mailing them repeatedly asking about the refund but have no response whatsoever, all I get is an automated email, this is very unfair on part of ets, I am just a student who has limited resources and paying almost 8000 for something which should have been free for me like for everybody else, without any fault of mine is really ridiculous. As a customer, I considered my duty to take this up with ets only, but on receiving no assistance whatsoever for such a long time, I resorted to Revdex.com. Please help me out here.Desired Settlement: Ideally I should be compensated along with the amount of money needed for the 4 universities but I will be more than happy if I just get what I should have that is, allowed to send my score upto 4 universities free of cost

Business

Response:

Please see our response below:?

-----Original Message-----From: TTA GRE Advocacy [mailto:[email protected]] Sent: Friday, August 22, 2014 11:56 AMTo: [redacted]Subject: Case ID [redacted]

Dear [redacted]

We are writing in response to your complaint:

We have made an exception and processed fee waived reports to be sent to the following score recipients:

We hope this information is helpful.

[redacted], Advocate

GRE Services

?

Consumer

Response:

Review: [redacted]

I am rejecting this response because: three of the four universities are there as per me..but the 4th university is insead..I dont know why insead is there..my 4th choice was [redacted]..instituion code [redacted] understand taxes a and m was my mistake and I take it as it is..but I want insead replaced with [redacted]

Regards,

Business

Response:

Please see the response from the candidate and our response back to him.From: TTA GRE Advocacy [mailto:[email protected]] Sent: Monday, August 25, 2014 10:05 AMTo: [redacted]Subject: Re: Case ID [redacted] Dear [redacted]

We are writing in response to your complaint:At no charge we have processed reports to [redacted]We hope this information is helpful.[redacted] AdvocateGRE Services Dear (Name), Regarding your inquiry:Thank you for your inquiry. We appreciate the opportunity to assist you. If you have additional questions, please contact our Customer Service team at (866) 473-4373 or (609) 771-7670, or visit our Web site at www.gre.org. If you contact us via e-mail, please include all previous correspondence or a summary of information regarding your inquiry. --Original Message--From: [redacted]Date: 8/22/2014 12:30:53 PMTo: [email protected]: Re: Case ID [redacted]yes this information is very helpful but instead of [redacted] it was [redacted] university instituion code - [redacted] and sorry this was my bad..I had by mistake written [redacted] earlier.. On Fri, Aug 22, 2014 at 9:26 PM, TTA GRE Advocacy <[email protected]> wrote:Dear [redacted]We are writing in response to your complaint:We have made an exception and processed fee waived reports to be sent to the following score recipients: --

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.

Regards,

Sumit Garg

Review: I was not allowed to take the GRE exam on the expected date due to a mismatch with my name in the system and the name in my driver's license.

When I created my ETS account online, the textbox field to enter the last name only allowed entering a single word. I have two last names; but given the situation, I only entered the first one and completed the registration and payments.

The day of the exam, the clerk at the test center refused to allow me to take the test saying that they go only go by the last last name and in this case, they did not match. She gave me a toll number to call Prometric to fix my name and reschedule the appointment.

After a 15 minutes wait on the phone line, I was given a ticket and redirected to the ETS toll number.

The representative said that there was no way for him to fix my name in the system, and the only available choice at this time would be to create a new account (with a work around to put the two last names) and pay AGAIN for my exam.

I do not consider this a fair treatment, since I am not responsible for the website flaw. Even if I create a new account, my last name will still not be correct. I will have to set a workaround with hyphens, or no spaces for it to "work".

On top of that, I will end up paying $370 dollars to take the exam.Desired Settlement: 1. Fix their website to allow entering the correct information or at least, add a message notifying a work around to the existing flaw.

2. Either refunding the money back to my credit card, or transferring the fund to a new account with the correct information.

Business

Response:

Please see our response below:

From: TTA GRE Advocacy [mailto:[email protected]]

Sent: Friday, April 11, 2014 10:04 AM

To: [redacted]

Subject: Revdex.com Case ID Case #[redacted]

Dear [redacted]

I am writing in response to the complaint you filed with the Revdex.com concerning the GRE® revised General Test you were scheduled to take on March 29, 2014.

According to your complaint, you requested that: "Fix their website to allow entering the correct information or at least, add a message notifying a work around to the existing flaw." The name registration procedure for test takers with more than one last name is addressed on the GRE website in the Registration Checklist at [redacted] "Create a My GRE Account to register online. Be sure that the spelling of the name you use when registering exactly matches the name printed on your identification documents (excluding accents and spaces) that you will present at the test center. For example, a last name of [redacted] would be entered as [redacted] See The Name You Use When Registering." As a result, the improper entry of your name at the time of registration is considered test taker error.

You also requested that we refund the test fee back to your credit card, or transfer the fund to a new account with the correct information. According to our records, you processed a credit card chargeback on April 05, 2014 for $185.00. Your account is therefore considered delinquent for the registration fee and a $20.00 chargeback fee was also imposed. As a one-time courtesy, your GRE account has been adjusted to remove the outstanding balance including the chargeback fee. If you schedule a GRE exam in the future, you will be required to pay the registration fee applicable at that time.

Please note, your name must be corrected in your My GRE account when registering for a new test date to avoid a recurrence the name mismatch issue. You must create a new account with your name corrected as detailed on he GRE website. We have informed the Revdex.com of our response to you and the action taken.

We wish you much success in your future endeavors. If you have further questions, please contact us.

Sincerely,

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.

Regards,

Review: I tried to book a test through this company - However I got a server error on their website when they tried to charge my credit card. I tried two times but kept getting a server error. I never received a confirmation that my credit card went through and that my test spot would be held. I then decided to go with a different company for the test. When I looked at my credit card statement, the charge in fact did go through. I called the company and cancelled my reservation and told them the situation and they said I can only get half the money back - even though it was an error on their website. I disputed the charge with my credit card company and the credit card company approved it as this was considered an unauthorized charge because I never got a confirmation for their services. However, now the company is charging me the original fee + interest. I have called and told them the situation many times but they refuse to work with me.Desired Settlement: To not have a $215.00 charge on my account.

Business

Response:

Please see our response below:-----Original Message-----From: TTA GRE Advocacy [mailto:[email protected]] Sent: Wednesday, April 08, 2015 11:48 AMTo: [redacted]Subject: The GRE® revised General Test/Case#[redacted] [#[redacted]] Dear [redacted] I am writing in reference to the complaint you filed with the Revdex.com concerning the GRE® revised General Test that you registered to take on April 3, 2015. According to your complaint, you are seeking a full refund because you state that there was a failed transaction while registering for the exam. You advised that you never received a confirmation of your test appointment. Please note, per our records, you registered for your April 3, 2015 test on March 5, 2015 at 1:16 P.M. On that same day, at 1:56 P.M. you logged into your profile and canceled this appointment. Please note, the reschedule and cancellation policies are clearly stated on the website, http://www.ets.org/gre/subject/register/change. You must reschedule or cancel your test no later than four days before your test date or your test fee will be forfeited. If you reschedule your test date, you will be charged a fee of US$50. If you cancel your test no later than four full days prior to your test date, you will receive a refund equivalent to half of the original test fee. Please note, when registering for an exam via the Internet, you are presented with the following: "By clicking the "Complete Appointment" button below, you agree to all the terms and conditions related to payments, reschedules, cancellations, refunds and other policies set forth by your sponsoring organization." To complete your registration, you clicked "Complete Appointment". Our investigation shows that a refund in the amount of $97.50 was systematically processed on March 9, 2015. On March 10, 2015 at 12:14 P.M., you called GRE Services with questions concerning the refund policy and asking if your test appointment could be "un-canceled." Unfortunately, once an appointment is canceled it cannot be reinstated. I cannot comply with your request to refund the additional 50% of the test fee. I hope this information is helpful to you and wish you much success in your future academic endeavors. Sincerely, [redacted], AdvocateEducational Testing ServiceTest Taker Advocacy Dept

Consumer

Response:

Review: [redacted]

I am rejecting this response because:I recieved an email from the company yesterday stating that my account has already been paid in full as of April 5th. But I still got a bill in the mail saying I owe $215.00

Regards,

Business

Response:

As per an email sent on 4/9/15 by [redacted], customer is aware that there is no balance on her account.

Review: I went online to ETS to try and look for times to take the GRE which is a REQUIRED exam in many graduate degree programs. ETS is the sole provider of this test. I input my credit card information to simply see the seats available. I did NOT register or intend to purchase a seat to take the exam, I just wanted to know what the available times were in my area. I close out the screen and received an e-mail that stated that I had in fact been billed for the full amount of the test and that if I wanted to to cancel I was only eligible for half of my money back. I immediately called both Prometrics which is my local testing center, and after holding for quite some time, they referred me back to ETS. I called ETS and explained the situation, the money should have never been charged and I did not want this appointment. They instructed me to immediately cancel my appointment and then ask for an exception. Which I did exactly that. I got a reply of sorry but we're not returning your money.

ETS charged my card without my authorization or expressed intent and then, even after immediate notification of the error, they only refunded half of my money.Desired Settlement: I want the other $92.50 returned to my card.

Business

Response:

Please see our response below:

Dear [redacted]

ETS was notified by the Revdex.com (Revdex.com) that you submitted a complaint regarding a 100% refund because you only held a spot in the GRE® registration site for a very short time and canceled the appointment the same day as when you registered.

Due to the brief timing of the transaction, I am making a one-time exception to our refund policy and refunding the other 50% of the registration fee of $92.50. Therefore, you now have 100% of the $185 previously paid.

Please note, for the future, you are given the following message before completing the registration for GRE®:

"By clicking the COMPLETE APPOINTMENT button below, you agree to all terms and conditions related to payments, reschedules, cancellations, refunds and other policies set forth by your sponsoring organization." Therefore, a registrant is confirming, before paying, that they have read all policies and procedures set forth in the GRE® Information and Registration Bulletin (refund policy on page 15) at www.ets.org/gre.

As previously mentioned, this adjustment to your account is an exception and the Revdex.com is very aware of our policy and procedures.

I hope this information is helpful.

Sincerely,

Test Taker Advocate

Review: I signed up for the GRE on Sunday August 11th (confirmation [redacted]) for Thursday August 15th and cancelled on the same day, within the 4 day cancellation window and they are not providing the refund that was issued on the 11th of August.

When I called GRE Customer service and opened a case for the company to investigate (Case [redacted]), they responded that I cancelled August 13th which is a blatant error.Desired Settlement: Refund of credit for future use.

Business

Response:

Please see our response below:

From: GRE [mailto:[email protected]]

Sent: Thursday, August 22, 2013 3:33 PM

To: [redacted]

Subject: The GRE® revised General Test/Case#[redacted]

Dear [redacted]

I am writing in response to the complaint you filed with the Revdex.com concerning the GRE® revised General Test you were scheduled to take on August 15, 2013.

According to your complaint, you are requesting that you receive a full refund for your test fees because after registering for the exam, you state that you canceled the appointment on the same day. Please note, the reschedule and cancellation policies are clearly stated on the website, http://www.ets.org/gre/subject/register/change.

You must reschedule or cancel your test no later than four days before your test date or your test fee will be forfeited. If you reschedule your test date, you will be charged a fee of US$50. If you cancel your test no later than four days prior to your test date, you will receive a refund equivalent to half of the original test fee.

Please note, when registering for an exam via the internet, you are presented with the following:

"By clicking the "Complete Appointment" button below, you agree to all the terms and conditions related to payments, reschedules, cancellations, refunds and other policies set forth by your sponsoring organization."

To complete your registration, you clicked "Complete Appointment".

Our investigation with Prometric shows that you scheduled your test appointment on August 11, 2013 at 6:17 P.M. Your appointment details in the Prometric scheduling system show that you canceled your test appointment via the internet on August 12, 2013 at 3:32 P.M. Unfortunately, since you canceled only three days prior to your test, you forfeit your test fees.

I hope this information is helpful to you and wish you much success in your future academic endeavors.

Sincerely,

Review: I registered for the GRE test for June 20, 2015. When I was registering online I was not informed I would have to bring my passport as identification to the exam. After registering I received no confirmation email and had to call a couple weeks later to find out what the confirmation number was. Eventually on test day mentally prepared for my GRE test, I arrived at the test center, gave the administrator my driver's license, she checked me in and then gave me a form to fill.

After filling the form I approached the desk and there was another test taker she had told that he would need a passport before taking the test. I began wondering why that would be the case, when I approached her she then looked and saw I checked non-citizen and told me she would not allow me to take the test unless I had my passport! I mean who walks around with a passport and this was for a 3:30 exam. Moreover other students who identified as "citizen" were being checked-in with the same government issued driver's license and even more inferior IDs. Why would I not be allowed to check-in with the very same ID being accepted for another individual?

The test cost a whooping $195 and poor unsuspecting students are being ripped off and discriminated against. I had called about this on Monday, June 22, 2015 as customer service was closed on Saturday June 20, 2015. I was told that I could not be refunded or rescheduled that I would have to pay again or write to the corporate office about refund. My test confirmaton number was [redacted]......

Rather than ETS allowing me to do a time sensitive test I was mentally prepared for and inform me IN GOOD FAITH that UNLESS I BRING BACK MY PASSPORT AFTER A CERTAIN NUMBER OF DAYS MY SCORES WILL NOT BE REPORTED AND BE IN VAIN they have jeopardize my preparation and success by denying me that access I have paid for. This sort of provision would have shown a good faith effort to not defraud people.

I am hoping that Revdex.com gets ETS to refund me my $195.Desired Settlement: Refund and changed of practices as suggested in my complaint. I do not know how long this is going to take so I am registering for another one and would rather get a refund. I have to maintain my mental preparation for the exam.

Business

Response:

Please see our response below:From: TTA GRE Advocacy [mailto:[email protected]] Sent: Thursday, June 25, 2015 11:43 AMTo: [redacted]Subject: GRE® revised General Test / Case ID 15612434 Dear [redacted] Educational Testing Service (ETS) was notified by the Revdex.com (Revdex.com) that you submitted a complaint regarding the Identification (ID) Policy and the non-refundable test fee for not meeting the ID policy at the GRE® revised General Test that was scheduled for June 20, 2015. We would like to apologize for any information that may have been ambiguous to you with, regard to the ID policy, as well as the difficulty you experienced in attempting to resolve your issue. Our intent is always to be forthcoming with all policies and procedures. If anything is unclear during the registration process, we do ask that you contact customer service prior to completion of the registration. We are unable to locate such contact from you. We understand that, after the check in process on test day, the center supervisor reviewed your Confidentiality Statement and was made aware that you selected the option that you were not a US citizen. According to our investigation, as well as a report filed by the test center administrator, you were not permitted to test because you did not present acceptable and valid identification on the day of your exam. Your ID needed to include a passport. Your ID requirements depend on your country of citizenship and where you plan to test. Per page 18 of the 2013-2014 GRE Information and Registration Bulletin, as well as the GRE website, [redacted] is states:"Testing Outside Your Country of Citizenship •You must present a valid passport with your name, photograph and signature as your primary ID document. See Exceptions list.•Non-U.S. citizens testing within the United States must present a passport that meets all of the ID document requirements.•If your passport is not written in English-language letters, you must also present as supplemental ID at least one of the documents listed under Supplemental ID Documents. This document must also contain your name, a recent, recognizable photo and be in English.•Diplomatic and embassy ID cards cannot be used as primary identification in place of a passport.•The following documents may be acceptable for admission if presented along with at least one of the documents listed under Supplemental ID Documents. ?Permanent Resident Card/Resident Alien Card (Form I-551 or I-151) ?Temporary Resident Card (Form I-688) ?Employment Authorization Card (Form I-688A, I-688B or I-766) ?Mexican Border Crosser Card (This form of ID is only accepted at test centers within 25 miles of the Mexican border.)" Once you arrive at a testing center without the proper identification, the test fees are non refundable. It is the candidate's responsibility to read and understand the Identification requirements prior to arriving at the test center for the exam. In addition, the policy also states, "Prior admission to a test center based on a given ID document does not assure that that document will be considered acceptable. Test centers are not required to hold your seat if you leave the center to obtain acceptable identification." If you arrive at the test center without the required ID, you will not be admitted and your test fee will be forfeited. It is your responsibility to read and understand the ID requirements in the GRE® Bulletin or on the GRE® website at [redacted] Please note, as a one-time courtesy, you have been refunded 50% of your registration fee as of today, June 25, 2015. As such, Educational Testing Service (ETS) is unable to comply with your request for a full refund. I understand why you would think that it would be more acceptable to receive a 100% refund instead of what was issued. It should be noted that ETS is charged seat time whether a candidate tests or not. This is an exception to ETS policy and the Revdex.com is very aware of the policies and procedures set forth by ETS. I hope this information is helpful and wish you much success in your future academic endeavors. Sincerely,Linda M[redacted], AdvocateEducational Testing ServiceTest Taker Advocacy Dept.

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.

Regards,

Review: When registering for the GRE examination, a test taker is entitled to send four score reports at no additional cost.

I have not sent score reports to any institution, yet was instructed that I would have to submit an additional $27/score report because I did not select institutions at the time of the test for scores to be sent.

I contacted customer support, and despite not having utilized any of the score reports included in my registration, was instructed to pay the additional fee.Desired Settlement: I want the four score reports that were included in my registration.

Business

Response:

Please see our response below:

From: TTA GRE Advocacy [[redacted]

Sent: Wednesday, January 13, 2016 3:25 PM

To: [redacted]

Subject: GRE® reviseed General Test Date / Case ID [redacted] / Revdex.com Case [redacted]

Dear [redacted]

ETS was notified by the Revdex.com (Revdex.com) that you submitted a complaint regarding score reporting for your June 18, 2015 GRE exam.

It is the candidate's responsibility to become familiar with all policies and procedures before entering in to a 'contract' of services to be rendered. "By clicking the COMPLETE APPOINTMENT button below, you agree to all terms and conditions related to payments, reschedules, cancellations, refunds and other policies set forth by your sponsoring organization." Therefore, a registrant is confirming, before paying, that they have read all policies and procedures set forth in the GRE Series Information and Registration Bulletin (ID policy on page 17) at www.ets.org/gre.

We are unable to locate a system issue that indicates you were unable to add your score recipients on the day of the test as directed by the GRE directions during the exam. Please see attachment (1) provided and pay particular attention to the 4th sentence in the attachment wherein it states that, if you do not choose your recipients now, you will be able to send them later for a fee.

attachment (1)

Also, located at the GRE website under ScoreSelect, http://www.ets.org/gre/revised_general/scores/?WT.ac=grehome_grescores_150213, please see attachment (2) wherein it instructs a candidate on how to proceed with score selection both before or after test day. Here is states that score reports sent after test day will incur a fee.

ScoreSelect® Option attachment (2)

The ScoreSelect® option lets you decide which test scores to send to the institutions you designate. On test day*, as part of your four free score reports, you can send scores from your most recent test administration or from all administrations of the General Test taken in the last five years. After test day, you can send scores from your Most Recent, All or Any specific test administration(s) for a fee when ordering Additional Score Reports. Just remember, scores for a test administration must be reported in their entirety.

Thank you for taking the time to contact us and granting us with the opportunity to provide clarification regarding your complaint with the Revdex.com. Under the circumstances, I regret that I cannot ask for four (4) free score reports that you did not choose on day.

I wish you success in your future professional endeavors.

Sincerely,

Linda M[redacted], Advocate

Educational Testing Service

Test Taker Advocacy Dept.

Consumer

Response:

Review: [redacted]

I am unequivocally rejecting this response. I find the lack of end user support and service provided by ETS and GRE to be in poor taste, but unsurprising given lack of business ethics by which your organization is run. Mainly by actively participating in a monopoly on graduate admission standards, and the willful extortion of hopeful graduate school students by frivolously charging them to pay fees for services which they have already paid, as is the situation in this case. It is clear to me now that the "customer" of ETS is not the end user in regard to the GRE test.The registration fee for the GRE test, which I paid in full, covered all costs for the services in which I rendered. I expected these services, including the score reporting, to be delivered in good faith. It should not come as a surprise that any unwilling patron (as all end users of ETS and the GRE assuredly are by virtue of subjugation to your services through the aforementioned monopoly) expect the same whether that be at the time of the test or any reasonable amount of time after. If the service has been paid for, it should be delivered.This being my uncompromising belief, I will continue to pursue my complaint against ETS' and GRE's non-sensical and unethical business practices in escalation to the relevant consumer protection agencies and departments until which time I am afforded a refund for the scores that I must report to complete pending graduate admissions applications, or I am provided access to the four score reports which I have already paid for.I will not wait for your response in my foregoing measures of complaint, however I will take the appropriate corrective action upon a satisfactory delivery of the reports or refund being delivered. I sincerely hope that ETS and GRE use this example of poor service and atrocious policy as a guide in reviewing and changing its policies to be more appreciative of end users in the future. [redacted]

Review: ETS administers the TOEFL English-language test, which is a requirement for prospective students (for whom English is a second language) upon applying to colleges and universities in the US. I took the TOEFL paper-based test on November 16th, 2013 (my confirmation number is [redacted]), but until this day, I still have not received the test score card.

According to ETS's website " Printed score reports are mailed approximately 13 days after your test date. Allow 7–10 days after that date for mail delivery in the United States, and more time for mail delivery to other locations" [redacted]/). As I indicated above, It's been almost 5 months since I took the exam, and I still haven't received the score card at my P.O.Box address I provided during the exam.

I emailed ETS at [email protected] 4 times on January 22, March 4, March 19, and March 27 to no avail. Their reply was the same the first three times :"Your inquiry has been forwarded to the appropriate area for a response. Please allow sufficient time for a representative to respond" (I believe the responding employees had employee IDs [redacted] and [redacted], based on the email signatures). The fourth time they did not even bother to reply.

As you can imagine, I am getting increasingly frustrated by the delay, as I'd had missed and might miss a number of crucial college application deadlines. The past couple of months have been a nightmare, as I am losing valuable time that I will never get back, while my future hangs in the balance. At this point, I demand a full-refund of the exam fee $170.00.

I greatly appreciate your assistance with this grievance, and I look forward to hearing from you soon.Desired Settlement: Full refund of the exam fee of $170.

Business

Response:

Please see our response below.

Original Message-----

From: TTA TOEFL Response [mailto:[email protected]]

Sent: Wednesday, April 16, 2014 10:31 AM

To: [redacted]

Subject: [redacted]

Dear [redacted]

I am writing in response to the complaint you filed with the Revdex.com concerning your scores for the Paper-Based TOEFL examination you took on November 16, 2013.

As stated in previous correspondence, you must contact our Office of Testing Integrity concerning the test administration. They can be reached at [redacted] or email: [redacted] I cannot comply with your request for a refund of your test fees.

I hope this information is helpful to you and wish you much success in your future academic endeavors.

Sincerely,

Educational Testing Service

Test Taker Advocacy Dept

Consumer

Response:

Review: [redacted]

I am rejecting this response because, as I had indicated to [redacted] in my response:

1. I have an issue with her saying "as stated in previous correspondence," because all I heard from ETS, repeatedly, was the canned response that "your inquiry was forwarded to the appropriate party, and we'll get back to you shortly." Apparently [redacted] , and by extension ETS's, definition of "shortly" varies wildly from my, and I assume everybody else's, definition of the term (as stated previously, it's been over 5 months I still yet to receive my score card).

2. In her response, Kelly asks me to call a number for answers, despite the fact that she has had my contact information on file all along. if she, or the other mns working for ETS, had an inkling of empathy or respect for their customers, and for my ongoing plight, she would have had the appropriate party contact me already. But I guess critical thinking and customer management skills are not part of the job description at ETS!

3. ETS has failed to keep its end of the bargain when I did not receive my score card during the time period ETS indicates on its website. It's been almost 6 months for God's sake! As such, I demand a full-refund of the examination's fee.

Regards,

Review: Dear Officer,

My name is [redacted], a recent TOEFL Test taker on Nov. 9 2013. The circumstance of the test room was so terrible that I could not get a proper test result.

Here are the problems I brought to ETS Toefl.

First, the desk at the test room is very inconvenient to concentrate the test. It does not have enough leg room under the desk. I couldn't stretch my leg during the test. Futhermore, the booth between the desk is made of thin card board, not enough to block the noise from the neighboring test taker.

Second, the floor and the chair do not fit for test. Some test taker came late and they are escorted by the administrator. There are a lot of noise while they are sitting on the chair because the floor is not a carpet and the chair is metal that made lots of squeaking sound to bother the test.

Lastly, the worst of all, during the test time between 10AM and 2 PM, the employees of the test center had their lunch delivered to their office room neighboring test room. With all the doors opened, and the strong smells from the spicy Chinese cuisine during the lunch time came to all of test rooms and dissipated tester's concentration.

I took this issue to [redacted] TOEFL Test Taker Advocacy they apologized me and suggested me a test fee refund and cancel the result or a retest with no money back. But I had to meet my graduate school dead line on Dec. 15 2013 therefore I could not accept refund proposal. As for retest, ETS could not guarantee to meet my dead line because there was no slot to take test at that time. Therefore I had to submit my Toefl result score that was badly affect by the improper situation above to meet the dead line. After I applied three graduate school applications but I have not heard that I was admitted. I think the bad circumstance of the test room degrade my score.Desired Settlement: I want ETS refund my Toefl test fee($180) and two graduate school application fees($140). It is total $320.

Business

Response:

Please see our response below:

From: TTA TOEFL Response [redacted]

Sent: Wednesday, January 29, 2014 12:01 PM

To: [redacted]

Subject: Revdex.com Complaint - November 9, 2013 TOEFL iBT - Case ID [redacted]

Dear [redacted]

Educational Testing Service (ETS) was notified by the Revdex.com (Revdex.com) that you submitted a complaint regarding your November 9, 2013 TOEFL iBT test administration. You are requesting a test fee of $180.00 and two graduate school application fees of $140.00, totaling $320.00. According to the complaint, you stated that the testing environment negatively affected your test performance and test score. You also stated that you submitted three graduate school applications but have not heard that you were admitted. You believe "the bad circumstance of the test room degrade my score".

You were provided with the opportunity to cancel the test at the end of the test if the conditions were too disruptive and negatively affected your test performance. You did not exercise that option but elected to receive your scores. Your scores were reported as scheduled to you and your designated institutions.

Our records indicate that you submitted a test center complaint which was received on opening of business on November 11, 2013. A response was forwarded to you on the same date offering the options to retain your scores, retest free of charge or receive a test fee, two days following the test administration. There were TOEFL test administrations on November 16th, 17th, 22nd and 24th. Scores for TOEFL test administrations are reported approximately 10 days following the test administration. You chose to report and retain your test scores.

Nevertheless, as a courtesy, a full test fee refund was processed in the amount of US$180.00 in the form of a credit to your charge card. Please allow approximately ten working days for the credit to post to your credit card account. We cannot comply with your request for refund of your application fees.

Please be advised that we have informed the Revdex.com of our response to your complaint. Once again, we apologize for any inconvenience this matter may have caused you. If you have further questions, please contact us.

Sincerely,

** Advocate

Educational Testing Service (ETS)

Test Taker Advocacy Department

TOEFL Program

Consumer

Response:

Review: [redacted]

I am rejecting this response because the date ETS suggested test date could meet my dead line on Dec.15 2013.

You can find my assertion below attached email log between me and ETS.

The ETS officer said that they can not guarantee the dead line.

Regards,

Business

Response:

Please see the customer response below.

From: TTA TOEFL Response [[redacted]

Sent: Friday, January 31, 2014 2:34 PM

To: [redacted]

Subject: Revdex.com Complaint - November 9, 2013 TOEFL iBT - Case ID [redacted]

Dear [redacted]

Educational Testing Service (ETS) was notified by the Revdex.com (Revdex.com) that you rejected our response to your complaint regarding your November 9, 2013 TOEFL iBT test administration. According to the feedback we received, you are: "rejecting this response because the date ETS suggested test date could meet my dead line on Dec.15 2013. You can find my assertion below attached email log between me and ETS. The ETS officer said that they cannot guarantee the dead line."

You chose to report your November 9, 2013 TOEFL iBT test scores at the conclusion of the test. We placed your test scores on hold in response to your complaint on November 11, 2013 to allow you the opportunity to consider whether you wished to report them to your designated institution. You were offered the opportunity to retest free of charge if you preferred to cancel your scores. This option would have allowed you to register for a test at a location and time that was most convenient for you. We were unable to guarantee we would be able to meet your December 15th deadline because a retest would be scheduled at your discretion based on test availability, and there is always the possibility of unforeseen circumstances. After considering the options, you chose to have your scores reported.

We did report your scores as requested. We also provided you with a refund of your test fee in response to your complaint. We cannot comply with your request for refund of your application fees.

Please be advised that we have informed the Revdex.com of our response to your rejection.

Sincerely,

[redacted], Advocate

Educational Testing Service (ETS)

Test Taker Advocacy Department

TOEFL Program

-------------------------------------------------------

Review: I am filing a complaint against ETS for having unethical and unreasonable practices with respect to test fee refund policy. On October 29, 2014 I established an online account via website ETS.org under my name [redacted] so that I could register for the GRE exam. I took the exam on March 21st, 2015 1pm eastern time at Prometrics in [redacted] an institution utilized by ETS. Upon checking-in for the exam I presented my valid state issued driver's license to the proctor and this form of ID was accepted. My driver's license has my name as [redacted]my married name).

On April 16th, 2015 at 4:50pm I contacted ETS via telephone [redacted]) to obtain my test scores as I did not see them posted to my ETS account online. This is when I learned from ETS agent [redacted] that my test scores were not being reported because the scores were filed under [redacted] and this was different from the name on my online profile. Agent then advised that I establish a second account online with my hyphenated last name which I did. Agent also mentioned that it was possible to have both accounts consolidated but that she needed to speak to her supervisor and I was placed on hold for some time. When she returned, I was informed that it was NOT possible to consolidate my account information due to strict company policy on name changes. I offered to provide ETS a copy of my marriage license and additional government issued ID via overnight mail, email of fax to resolve this issue but this solution was not accepted. I informed the agent this concerned me because I was scheduled to take the exam again on 6/22/15 and I had paid the fee of $195 in full. I had re-registered under the original account profile name ([redacted]) since I was not aware of this issue. The agent informed me that the ONLY solution was to:1) cancel registration and I would loose 50% of my payment-and-2) to re-register under my hyphenated name and pay the full fee of $195. Costing me $292.50 in total.Desired Settlement: It is unreasonable for any American established organization (private or not) to NOT accept valid government issued documentation as a means of establishing identity of their customers. Their policies are inflexible and extreme.

Desired Outcome: I would like to be allowed to re-register for the GRE Exam on June 22st at 1pm Eastern time under name [redacted] at no additional cost of $195 or with any monetary loss on my part since the institution's practice are unreasonable and extreme. This exam is not a choice for many who wish to enter graduate school.

Business

Response:

The customer was contacted by phone today 4/20/15 by [redacted] She was advised that once she cancels the old registration, she can contact [redacted] directly, for a refund of the remaining 50%.

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.

Regards,

[redacted])

Review: On 30-Aug-2013, I have registered for computer-based GRE revised General Test with appointment at 11:30 on 18-Oct-2013 in Luxembourg, Luxembourg. To attend the exam, I had to travel about 200 km from Aachen, Germany to Luxembourg, Luxembourg. On 18-Oct-2013, my rental car was damaged by hit-and-run driver at about 08:45 am in Aachen, Germany. That happened right at the time I was about to depart for the exam appointment. I had to call the police, and I had spent about an hour to take care of the incident. As a result, I have arrived to the testing center at about 12:05 pm, and was not admitted to take the exam. Testing center staff has explained that they could not do anything, as I was already blocked in the system.

Therefore, considering that the exam was already scheduled close to the exam results submission deadline, and the exam was optional for the purposes I have scheduled it for, I called ETS to request a refund. I was told to send a fax with my request and supporting documents, which I did on 21-Oct-2013. In particular, I sent (1) Copy of the police motor vehicle accident report, (2) Photograph of damaged vehicle made at 9 am in Aachen, Germany with GPS coordinates, and (3) Paperwork from the car rental company in regards to the accident.

I did not receive the refund or any response, despite sending a follow-up letters by registered mail on 24-Dec-2013 and by registered mail with return receipt on 31-Jan-2014.

While ETS considers refund requests on individual basis, I believe that the nature and the details of the incident in question are sufficient to result in a refund if the ETS refund policy has any bona fide substance. The obstacle that precluded my timely arrival to the exam was completely outside my control, and once it occurred, there was no reasonable possibility of my timely arrival. It is objectively not any less valid than an illness or an injury, and there is no scope for a proper refusal of refund.Desired Settlement: I request a full refund of the amount exam fees paid by me on 30-Aug-2013 in amount of $185.00.

Business

Response:

Dear [redacted] I have received your Revdex.com complaint regarding the GRE that you were scheduled to take on August 30, 2013. You are asking for a full refund of your test fees. According to our records, we made an exception and issued you a fee waived voucher on 10/23/2013 so that you could schedule another test. It appears that you were unaware of the voucher. Since the voucher has not been used and is now expired, I have requested a full refund of your test fees. Please allow up to two weeks to receive a refund check that will be sent to your address in [redacted]. If you have further questions, please contact me. Sincerely, [redacted] GRE Test Taker Advocacy

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: I followed the company's stipulations on rescheduling but was not able to reschedule an exam I paid for despite a combination of my patience and over a month of back-and-forth with supervisors and associates. The day I tried to reschedule, I was not able to reach their offices because they were closed. My only option was rescheduling online, but this was not possible because of the incessant error messages despite being able to log in my account. My last resort was to contact ETS through their "Contact" help link but ETS insists they did not receive any such request from me. They want me to pay for another exam due to their shortcomings and my legitimate attempt to change my exam date by the rules stipulated by ETS. It is difficult to believe that the correct confirmation number and the appropriately timed procedure did NOT allow for rescheduling tests. I suspect this is normal business ethics for ETS which exploits students and welcomes students to unfairly pay for tests again. The ETS system and accessibility has resulted to be rife with complications that result in passive extortion.Desired Settlement: I simply want a scheduled exam. I paid for it, I followed the rules within the stipulated time to reschedule. I need to take the GRE test they provide within a month otherwise they will have not only not rendered paid services but caused damages due to not allowing me to take this test by hard deadlines that if missed mean I have to wait another year to apply to graduate schools. This is damage is irreparable.

Business

Response:

Please see our response below:

Dear Ms. [redacted],

Your complaint to the Revdex.com (Case #[redacted]) was forwarded to me for a response.

I am writing in regard to your letter where you state you were trying to reschedule your [redacted], 2013 GRE® revised General Test appointment. Thank you for your patience while we investigated this issue.

If you will pay the full fee of $185.00, as a courtesy, I will make a one-time exception to policy and refund $135.00 of the $185.00 fee paid for the GRE® exam. This amount is less the $50.00 reschedule fee you would have paid to reschedule the exam. Please contact [redacted] to schedule your exam.

I hope this information is helpful.

Sincerely,

Educational Testing Service

Test Taker Advocacy Dept.

###-###-####

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: I register to take the GRE exam in order to receive my MBA diploma after finishing grad school. the test was 07-10-14. I made the order with the company in charge of providing this test call ETS. On 07-08-14 I called ETS to inform them that there was a difference in my name and that I wanted to prevent any issues the day of the test.

I told them that Im register as [redacted] for the the test, but my full name is [redacted]. I wanted them to make the change but they refuse to do it. They told me that I needed to pay again the test and register with the correct name. Also they wont be returning the money for the test that I haven't take yet.

Because I don't have an option, I had to register for another date. I think that is really unfair that they are making pay for another test. Also when Im calling in advance to make the name change and is a process that is fairly easy to do through a computer. They are ripping student of! The confirmation number for that appointment is: [redacted] This company should be there to help students to reach their dreams and not to take advantage of themDesired Settlement: I want ETS to refund the money of the first test (07-10-14) Confirmation: [redacted]

Business

Response:

Please see our response below:?From: TTA GRE Advocacy [mailto:[email protected]] Sent: Wednesday, July 09, 2014 11:50 AMTo: [redacted]Subject: The GRE® revised General Test/Case#[redacted] Dear [redacted] I am writing in response to the complaint you filed with the Revdex.com concerning the GRE® revised General Test you were registered to take on July 10, 2014. Per your complaint, you state that there was a misunderstanding about the requirements for the name you must use when registering for the exam. Please note, prior to completing the registration process, you are advised to read all policies and procedures located in the GRE® Information and Registration Bulletin as well as on the website [redacted]. Before confirming your test appointment, you agree to and sign a statement accepting the terms and conditions related to payments, reschedules, cancellations, refunds and other policies set forth by your sponsoring organization. Please note, per page 9 of the GRE® Information and Registration Bulletin as well as on the website, [redacted], it states: •The name you use when you register must exactly match (excluding hyphens, accents and spaces) the name on the identification (ID) documents that you will present on the day of the test. If it does not, you may be prohibited from taking the test or your test scores may be canceled after you take the test.•Be sure to provide your entire first (given) name (excluding hyphens, accents and spaces). Do not register under a nickname and do not register with only an initial as your first name.•You must supply your entire last (family/surname) name. If you have a two-part last name, be sure to supply your complete last name as it appears on the ID documents (excluding hyphens, accents and spaces) that you will present on the day of the test In addition, you are also advised that "If your online account has already been created, please confirm that the name on your ID documents still matches the name that appears in your account (excluding hyphens, accents and spaces). If they do not, contact GRE® Services" Unfortunately, I cannot comply with your request for a full refund of your test fees. I hope this information is helpful to you and wish you much success in your future academic endeavors. Sincerely,[redacted] AdvocateEducational Testing ServiceTest Taker Advocacy Dept

Consumer

Response:

Review: [redacted]

I am rejecting this response because: The policies stated by ETS doesn't apply to my situation. My ID contains a First name, middle name, first last name and a second or maiden name. The policies from ETS doesn't specify about maiden names and also when you are creating your account, ETS doesn't provide you enough space to write your middle name (in full). This leaves to many things for misinterpretation and will create a problem the day of the test. That's why I called ETS to prevent any issues. The person that assist me didn't try to work around the situation and just told me to create a new account. I was force to pay again for a service that I didnt receive. ETS takes advantage of the costumers by being the only company that provides the GRE Test (monopoly). In this type of situation they should work with the customer and understand that people from other ethnic groups might have issues understanding their policies concerning their names (like in my case).

Regards,

Business

Response:

Please see our response to the rejection below:From: TTA GRE Advocacy [mailto:[email protected]] Sent: Friday, July 11, 2014 10:00 AMTo: [redacted]Subject: GRE Refund Complaint Case ID [redacted]5 Dear [redacted] We are writing in response to your refund complaint. We are making an exception and issuing you a refund for the GRE exam. You will receive a full refund of your test fees in the form of a credit on your credit card account. You will need to allow 10 working days for the credit to post to your card. Please be sure that you adhere to our ID policy when testing in the future, no further refunds will be issued. If you have further questions or concerns, please contact us. Sincerely, [redacted], AdvocateGRE Services ?

Review: My husband called the ETS customer service about a letter I received. I wasn't allowed to testing center and treated rudely in the testing center. My husband called because his English is better. Customer service representative didn't even start talking. When my husband tried to talk she rudely said you are not the test taker I won't talk to you. She was extremely rude and didn't explain any policy regarding talking to test taker's representative. Her name is [redacted]. It was the same treatment I got in the testing center.Desired Settlement: Since ETS failed to provide me support as a customer. Instead of listening to the customer they made a judgement with prejudice and didn't offer any kind of resolution. Therefore I want full refund of the money I payed for the TOEFL test.

Business

Response:

Please see our response below:

Dear [redacted]

Your complaint to the Revdex.com (Revdex.com) was forwarded to me for a response. You have expressed dissatisfaction regarding your denial to be admitted at the test center to take the iBT TOEFL exam on May 11, 2013. The test center supervisor filed a report that documents the situation as unacceptable identification.

A copy of the identification requirements are enclosed for your review. These requirements are also posted on the TOEFL website at www.ets.org/toefl.

Acceptable Primary ID Documents

Non-U.S. Citizens

If you are not a U.S. citizen and you are testing in the United States:

· You must present a valid passport with name, photograph and signature. The options below are not acceptable.

· Diplomatic or embassy IDs cannot be used in place of a passport.

· If your passport is not written in English-language letters, you must also present a supplemental ID that contains your name, photograph and signature and is written in English.

U.S. Citizens

If you are a U.S. citizen testing in the United States, the following ID documents are acceptable:

· Passport with name, photograph and signature

· Government-issued driver’s license with name, photograph and signature

· State or Province ID card, including those issued by motor vehicle agencies, with name, photograph and signature

· Military ID with name, photograph and signature

Acceptable Documents if Presented with Supplemental ID

The following documents may be acceptable for admission to U.S. test centers if presented along with a supplemental ID:

· Permanent Resident Card/Resident Alien Card (Form I-551 or I-151)

· Temporary Resident Card (Form I-688)

· Employment Authorization Card (From I-688A, I-688B, or I-766)

· Mexican Border Crossing Card – accepted only at test centers within 25 miles of the Mexican border

· Expired or temporary U.S. driver’s license — accepted only under the following conditions:

o If your U.S. driver’s license has expired but you present it along with your original Department of Public Safety renewal certificate, then these two documents together can be accepted if the names match exactly. If you have a temporary paper license instead of a renewal certificate, that is acceptable only if it is accompanied by a supplemental ID.

o If you are in the U.S. military and the expiration of your driver’s license has been extended or deferred by the issuing state, the license can be used as supplemental ID along with your U.S. military ID. Depending on the state, the extension or deferral may consist of a sticker on the license, the designation “military” printed in place of an expiration date, or a separate document carried with the license, usually with a notation that the license is valid until a specific amount of time after discharge from service.

Acceptable Primary ID Documents

Testing Within Your Country of Citizenship

The following ID documents are acceptable for admission to a test center within your country of citizenship:

·Passport with name, photograph and signature

·National ID with name, photograph and signature

·Driver’s license with name, photograph and signature

·State or Province ID card, including those issued by motor vehicle agencies, with name, photograph and signature

·Military ID with name, photograph and signature

Testing Outside Your Country of Citizenship

If you are testing outside your country of citizenship:

·You must present a valid passport with your name, photograph and signature as your primary ID.

·Diplomatic and embassy IDs cannot be used as primary identification in place of passports.

·If your passport is not written in English-language letters, you must also present a supplemental ID that includes your name, a recent, recognizable photograph and is written in English.

Acceptable Primary ID Documents

Testing Within Your Country of Citizenship

The following ID documents are acceptable for admission to a test center within your country of citizenship:

·Passport with name, photograph and signature

·A Social Security System ID card issued by the Republic of the Philippines that includes your name, photograph and signature, along with an acceptable supplemental ID

·National ID with name, photograph and signature

·Driver’s license with name, photograph and signature

·Military ID with name, photograph and signature

Testing Outside Your Country of Citizenship

If you are testing outside your country of citizenship:

·You must present a valid passport with your name, photograph and signature as your primary ID.

·Diplomatic and embassy IDs cannot be used as primary identification in place of passports.

·If your passport is not written in English-language letters, you must also present a supplemental ID that includes your name, a recent, recognizable photograph and is written in English.

Unacceptable ID Documents

The following documents are not acceptable as primary or supplemental ID under any circumstances:

· Any document that is photocopied or expired

· Any document that does not exactly match the name you used when you registered

· International driver's license

· Draft classification card

· International student ID

· Credit/debit card of any kind

· Notary-prepared letter or document

· Birth certificate

· Social security card

· Employee ID card

· Any temporary ID card

· Diplomatic, consulate or embassy ID card

Note: If your ID document is not written in English-language letters and the test center supervisor cannot read it, you may not be able to test and your test fee will not be refunded.

Again, we apologize for any misunderstanding of the identification requirements. We encourage all of our test takers to review the policy and procedures for the TOEFL iBT exam prior to scheduling an appointment. Unfortunately, we must uphold the previous decision.

We hope this information has been helpful. If you have any further questions please contact me at [redacted]

Sincerely,

Review: ETS' website had several issues not responding when I registered for my Praxis exam. I had submit several forms as a result of the screen freezing or timing out or not responding. When the purchase finally went through one of the institutions I wanted the scores sent to was not listed. ETS insists I pay an additional $40 to have my scores sent. If the website functioned correctly there would have been no additional costs.Desired Settlement: I would like a refund of $40 on my original test purchase or a credit for $40 to send my scores to my program.

Business

Response:

Please see the response below:

Revdex.com [redacted] Revdex.com [redacted] ETS [redacted] ETS Case [redacted] Refund/Free ASR

ETS was notified by the Revdex.com (Revdex.com) that you submitted a complaint regarding the January 26, 2013 test administration. When you contacted the Revdex.com, you expressed your concern that you were able to complete your Praxis registration for the January 2013 admin after several failed attempts. However, one of your intended score recipients did not receive your score report. You are requesting a $40 refund of your test fee or that the additional score report is sent at no additional charge.

Every time a registration is complete, an automatic confirmation is generated on the candidate’s account verifying the registration with its activities. A verification e-mail is also sent to the candidate’s e-mail address. The candidate’s account is also readily accessible with this and every other activity on his/her profile for perusal at the test taker’s discretion. If there are any concerns regarding the registration process or any other issue, the Company provides customers with contact information such as an e-mail address, [redacted] toll free number, [redacted] and a fax numbers, [redacted] or [redacted] to inform us of any issues so that we may promptly address any concerns at the earliest convenience.

Our record indicates that you registered for your exam on December 2, 2012. The exam was administered on January 26 and reported on February 15. We have no record of being contacted about this issue for that duration. Our first record of contact from you was made on April 10 when you notified us that you erroneously left off one of your score recipients and wanted to add this recipient at which time you were notified of the procedure to add a recipient after the reporting of scores. At this time, we are no longer able to add recipients to a report that has already have been released. As you may know, you still have access to your score report online via your “My Praxis Account”. You may contact the recipient to determine if an unofficial copy of the report is acceptable in which case you may provide them with a copy from your record. The other option is to process an additional report with the assessed fee.

Our investigation determined that your registration request was executed as instructed and we could find no follow up referencing any request for a correction, regarding this issue up until the time the score was reported. We are unable to comply with your request for a $40 refund. The registration and test fee paid included three free reports which are optional and must be added by the day of the test. Whether or not the option is utilized, the test fee does not change. Your January 2013 registration indicated that you completed the form and successfully added two institutions to receive your score. Although you added your attending institution, you did not indicate that you wanted this recipient to receive your score.

Thank you for taking the time to contact us and providing us with the opportunity to provide clarification regarding this test administration. I wish you success in your professional endeavors.

Regards,

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

With regard to the timing of my complaint -I informed ETS the moment my university informed me, April 10th, that my scores were severely delayed and had not transferred despite, as they were aware, the fact that I took the test January 26th. While your "investigation" has correctly determined my response came on April 10, something I never contested, and does much to address the process of registering and taking the exam you have failed to address my concerns about the website failing and my need to fill out the form multiple times. Is this something consumers should simple expect/accept or are suggesting this did not happen? Here is an example of your websites faulty response to a form submission "Error: Reference# 97.b3b0d040.13660600000.16178d" I have no idea what those numbers and letters mean however this is what occurred when I submitted my form along with $40 for an additional copy of my test results on April 15. I had to fill out the form and resubmit it a second time for the ETS website to work ...on April 15.Again, if this kind of technical difficulty is something ETS expects its customers to deal with, without complaint -the problem is far more concerning than I anticipated. Likewise if you can not understand how the process of filling out a form 2 or 3 times increases the error rate of filling out that form -the problem is far more concerning than I anticipated. Finally if you can not understand that the having a buggy website, which increases error rates, and rewards the company with $40 "processing" fees as a result isn't a MAJOR problem -the problem is far more concerning than I anticipated.ETS can be a consumer friendly company or it can be a company who's own faulty website makes it more money at consumer expense -it can not be both. Certainly it is not too late to issue a refund of my purchase on April 15 #[redacted]Regards,

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I am not seeking a partial refund. I requesting a full refund of $40 for my order on 4/15/2013. If I need to open a new complaint and copy and paste the old information I will be happy to do so.

Regards,

Business

Response:

[redacted]

Unfortunately, we aren't going to be able to resolve this to your satisfaction. There is nothing I can offer in regards to this issue. I apolgize for your frustration.

Sincerely,

Judith D[redacted]

Operations Manager

Test Taker Advocacy

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Description: Educational Consultants, Market Research & Analysis, Professional Services - General, Test Publishers

Address: 660 Rosedale Rd, Princeton, New Jersey, United States, 08540-2218

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