Educational Testing Service (ETS)

Review: several problems-I have called about 4 times and all 4 times been on hold for 120 minutes-

I sent in my registration for the Praxis II test with my disability paperwork for extended time, which had already been approved-and I apparently did not sent to disabilit services, they did not call me to inform me or forward the information on-therefore I was not given extended time on the test-

I called to ask if I would get extended time if I took the computer test instead of the paper test and I was told yes and that was it-and apparently to get the extended time you have to register by mail, which I did not because I was not informed of this---I have paid $115 dollars twice and both times did not get extended time-Desired Settlement: I would like to be able to take the test with extended time with no cost to me-

Business

Response:

Please see email copied below that was sent to this customer.

From: Brown, [redacted]

Sent: Tuesday, April 01, 2014 3:07 PM

To: [redacted]

Subject: Praxis Revdex.com Complaint Case ID [redacted]

Good Afternoon [redacted],

Your complaint received from the Revdex.com on March 31, 2014 regarding your Praxis Series registration has been forwarded for review and response to the ETS Test Taker Advocacy Group.

In your claim, you indicate that you registered for the computer based Praxis Exam after being informed that you can take the computer based exam with extended time. We apologize if there was any information that was provided to you that was ambiguous or misleading in any way. Please be aware that although we do offer extended time, in order to be approved for this testing accommodation, documentation is required to be submitted for approval prior to registration.

Our records indicate that you have been provided with the appropriate form to request this accommodation. This information was emailed to you on March 31, 2014. In light of the difficulty you faced attempting to register for your exam, we have refunded your $115 test fee, as requested. Check refunds take approximately 4-6 weeks to process before they are mailed.

We apologize sincerely for any inconvenience this may have caused you. If you have any further questions or concerns please feel free to contact us back.

Sincerely,

Advocate

ETS/Test Taker Services

Test Taker Advocacy Group

"Ability is what you're capable of doing, Motivation determines what you do, Attitude determines how well you do it."

Review: ETS offers a Praxis II test for Administrators for the State of [redacted]. As of Sept, 2013 this test is no longer required for [redacted]. There is no reason this test should be available. After I mistakenly signed up for this test and purchased an online review guide, I found out that this test was no longer required. ETS will not refund my money for a test that NO ONE in [redacted] needs to take.Desired Settlement: I would also like ETS to take a moral stance and not provide this as an option in their registration.

Business

Response:

Please see our response below:From: PRAXIS [mailto:[email protected]] Sent: Tuesday, July 22, 2014 2:30 PMTo: [redacted]Subject: [redacted] CUST NO [redacted] / Case ID [redacted] Dear [redacted] ETS was notified by the Revdex.com (Revdex.com) that you submitted a complaint regarding the refund received for canceling the Praxis II Educational Leadership Administration and Supervision exam (5411) which was scheduled for the July 21, 2014 test date. When you contacted the Revdex.com you expressed that you should have never been able to complete a test registration for this exam because it is no longer a test requirement for the state of [redacted] teacher licensure. The registration system will not identify why a candidate would be registering for a particular exam. There is no way for the system to know if you were testing for another state, planning on moving to another state, etc. This is why there is information on state requirements at ets.org/praxis before the registration process begins. This exam is a valid exam and still being used in states across the US for teacher certification. Therefore, that is why you were able to register for the exam. As per the website information located at http://www.ets.org/praxis/register?WT.ac=praxishome_register_121126 Register for the Test~Before You Register: Review the policies in The Praxis Series® Information Bulletin (PDF). Check your state testing requirements to see which test(s) are required for licensure in your state. 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 located at http://www.ets.org/praxis/oh clearly states: Overview of [redacted] Testing RequirementsBeginning 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 LicensureFor 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 EducationCenter for the Teaching ProfessionOffice of Educator Licensure[redacted] The Test Fee Refunds policy outlined on our Web site, www.ets.org/praxis, for the 2013-2014 Test 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 Educational Leadership Administration and Supervision exam (5411) falls under this category. 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. As such, ETS is unable to comply with your request for a full refund of the registration fee or the study material you purchased. We understand why you would think that it would be more acceptable to receive a 100% refund. However, it should be considered that the fees we retain are used to recover the fees we are charged for seat time, which is assessed regardless of whether or not a person actually takes the test. 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. I wish you success in your future professional endeavors. Regards,[redacted]Test Taker AdvocateEducational Testing Service

Review: Called several times over multiple days to reschedule a test an waited on hold for several minutes to get the run around from various people. My son became ill the day before the test day and they refused to reschedule my test for me. The first representative hung up on me and refused to let me take the survey when I asked to do so. I was treated unfairly due to circumstances out of my control. The supervisor "[redacted]" was inconsiderate in regards to my issue and would not listen to me and my situation. I would never work with this company again if it were my choice but unfortunately there is no other options to the take the praxis. The company is simply out to make more money off people that are trying to go back to school to better themselves and this company is taking advantage of them. They are unethical and should be shut down.Desired Settlement: I need a refund of my test money and require an apology from the first representative that hung up on me and an apology from the CEO of this terrible, failing corporation.

Business

Response:

There was not enough information in the case to be able to assist [redacted] We have attempted to reach her by phone and email with no success. A letter going first class mail was also sent on Friday April 11th, in an effort to resolve this situation.

Review: I created an account with ets.org in 2011 under my maiden name. I was recently married and legally changed my last name. On 1-8-2014, I registered for a GRE test using the account I created in 2011. After scheduling a test day and paying in full, I received a confirmation email that stated the identification requirements when I go to take the test. It stated that my government issued id had to exactly match the name I registered with. I called ets customer service on 1-9-2014 & explained my issue. The representative said it was against policy to change my name & that my only option was to cancel my test, pay a 50% cancellation fee, create a brand new account under my married name, then pay in full again. I called ets back and requested a supervisor, who also stated it was against policy to change my name, & advised that my "best" option was to cancel, pay the fee and re-register. I explained that I did not wish to cancel, but was told there was nothing they could do. On 1-22-2014, I got in touch with [redacted] a company that works with ets to facilitate the tests. A manager at [redacted] told me that he could not change my information, however ets could if I were to fill out amendment paperwork. I called ets again on 1-22-14 & explained to a representative what [redacted] told me. The rep told me that they could only change 3 characters in a name, & that there was no such amendment. I will not be allowed to take the test I paid for on 1-27-2014 which means I will miss my deadline to apply for a program I've worked very hard to be admitted to.Desired Settlement: Since ETS is unwilling to edit my account information so that I can be admitted to the test, I would like a full refund. My intention is not, and has never been to cancel my appointment.

Business

Response:

Please see our response below:

-----Original Message-----

From: GRE [mailto:[email protected]]

Sent: Friday, January 31, 2014 1:09 PM

To: [email protected]

Subject: Melissa Webb Rabalais Revdex.com 9895703 GRE 9252007 ETS Case 13701493 Name Change

ETS was notified by the Revdex.com (Revdex.com) that you submitted a complaint regarding the identification presented at the test center for your GRE Revised test in the January 27, 2014 test administration. The Revdex.com was informed that you registered for the exam under your maiden name but the identification presented at the test center carried your married name and as a result of the discrepancy, you were not permitted to complete your exam.

Policies governing valid identification requirement for admission to test are provided in detail on Page 17 of the GRE Revised Information and Registration Bulletin as well as the GRE Web site, www.ets.org/gre. Licensing agencies and organizations rely on ETS to provide them with a secure means of evaluating the test takers' preparedness; therefore, we must make every effort to protect the validity and integrity of these assessments. Due to stringent security procedures, names cannot be changed once an examination is completed. The action taken at the test center is in the best interest of the test taker so that the discrepancy may be resolved prior to taking the exam.

If your name has changed, a new registration must be completed using the recently changed name and there should be valid identification presented at the test center to substantiate the change. Failure to comply with these procedures will prevent the test taker from completing his/her exam and the test fee will not be refunded. The signature provided by the test taker at the end of the registration that the terms and conditions have been read, understood, and agreed upon.

Although this test fee is non refundable, as a goodwill gesture, a one-time exception is granted to refund the test fee paid for the January 27 exam. If you wish to reschedule, a new registration must be created which should be an exact match to the valid identification to be presented at the test center.

I hope you find this information helpful, and I wish you success in your academic endeavors.

Regards,

Test Taker Advocate

GRE Program

Educational Testing Service

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. Thank you for the refund.

Regards,

Review: I purchased the Value Pack Core Academic Skills for Educators Praxis practice exams(5712, 5722, 5732) from the ETS.org website on March 25th. It cost $50. I took off work for 5 hours on the 25th to take this practice exam. I lost pay. When I purchased the exams it said I would have immediate access to the exams. I waited for my code for about 15 minutes and never received it. I call the company and they said they were undergoing maintenance and could not access my account nor give me the code to take my exams. I had to be back at work in 5 hours and this was the only time I had available to take the exam. I explained this to them. I told them their website should have said due to maintenance anything purchased during this time will not be available to for use. I told them I wanted a refund, bc this was the only time I had to take the test. They said they would look into it and call me back. The next day they called and said they could not refund my money. it was against their policy. I now have access to the exams, but can not arrange for time off work to take them. Even if I asked for time off, I will be out another $100 in lost wages. I want them to refund my purchase price and still allow me access to take the exams in the case that I find time to take them before I have to take the real exam on April 11th. Praxis exams are already stressful enough, this is ridiculous. They think they can get away with this bc I am a poor college student, they are wrong.Desired Settlement: I want them to refund my purchase price and still allow me access to take the exams in the case that I find time to take them before I have to take the real exam on April 11th.

Business

Response:

Please see our response below:-----Original Message-----From: TTA Praxis Advocacy [mailto:[email protected]] Sent: Wednesday, April 01, 2015 11:01 AMTo: [redacted]Subject: [redacted] CUST [redacted] / Case ID [redacted] / Revdex.com# [redacted] Dear [redacted] Educational Testing Service (ETS) was notified by the Revdex.com (Revdex.com) that you submitted a complaint regarding exam preparation materials for the Praxis I Core Academic Skills for Educators. I am sorry that the system was down when you had set aside time to take the practice exams. As a goodwill gesture, our records indicate that you have been refunded the non-refundable purchase price of $50 for the exam preparation materials. As all transactions for purchase and receipt of exam preparation materials is done electronically, once a candidate receives a refund, the access to the exam preparation materials expires. This is why ETS policy states that exam preparation materials are non-refundable. Thank you for taking the time to contact us and providing us with the opportunity to provide clarification regarding refund of test preparation materials. I wish you success in your professional endeavors. Regards,[redacted]Test Taker AdvocateEducational Testing Service

Review: On the date of August 19, 2014 I used the interface on the website of mygre.ets.org to register to take an exam on the date of September, 23, 2014. To the best of my knowledge this was the date which I was scheduled to take the test. The date appeared correct on the website -- no confirmation e-mail was sent. Without concern, I had marked the date on my calendar. Nearly a month later, on September 14, 2014 I receive my confirmation e-mail in the form of a "reminder" of my approaching test date. The test date in the confirmation appeared incorrect (September 16, 2014). To make it clear, I will restate: the only confirmation e-mail I received was two days before the test date their system had assigned me. Also stated in this confirmation letter was their policy forbidding a refund for any date change or cancellations made within 4 days of the scheduled test date.

To follow up on this concern, I first contacted Prometric. The customer service representative there directed me to ETS. I contacted ETS over the phone and was simply told there was nothing they could do. I explained to them that this apparent glitch went unnoticed by me, as no confirmation e-mail was sent until 2 days before the test date I was assigned. I asked to speak with a supervisor, who reiterated the replies of the first customer service representative. The supervisor seemed to suggest it would help my case if I would have taken a screen shot of the webpage with my selected date (which I believe to be an unreasonable response, as there was no way I could have predicted that my date would be assigned incorrectly). I explained my reasoning to her that if I had received a confirmation email which clearly stated the incorrect test date at least 5 days in advance, I would have been able to contact them for a date change and not forfeit the registration fee. She reasoned that they send the confirmation letter so close to the scheduled test date in the assumption that the customer is commitedDesired Settlement: The GRE exam costs $195.00. I have already registered for a future test date, paying the registration fee again. I would like a full refund of one registration fee, as the glitch was on their end, and I believe it to be unethical to send a confirmation notice after the date change/cancel deadline has already passed, leaving me with no options for remediation. Below are relevant numbers for my case.

Confirmation Number: #[redacted]

Prometric ID: PRO-EPF8A9UQW

Prometric Test Center: Prometric Test Center: # [redacted]

(Case Numbers?) Numbers Provided to me by ETS customer service supervisor [redacted] (She refused to provide her last name): [redacted] and [redacted]

Business

Response:

Please our response sent 9/16 below:

From: [redacted] Sent: Tuesday, September 16, 2014 4:21 PMTo: '[redacted]Subject: GRE Registration Complaint Case ID [redacted]

Good Afternoon [redacted]

We have received your letter that was forwarded by the Revdex.com. Your case has been escalated to Test Taker Advocacy for resolution. We apologize for the difficulty you experienced attempting to resolve your issue.

Although, we have no way to verify that you in fact confirmed September 23, 2014 we will consider your request to receive a full refund, based on the time it took you to receive confirmation of your registration. As a one-time exception we will process a full refund of your test fees for the exam scheduled for today September 16, 2014. We must first receive confirmation of a No-show from this appointment and verification of your new registration. It generally takes 2-3 business days for that information to be received. Once both is confirmed, we will issue a credit back to the card used for the 16th appointment. Credits can take up to 5-7 business days to process.

If you have further questions or concerns, please feel free to contact me back.

Sincerely,

Advocate

ETS/Test Taker Services

Test Taker Advocacy Group

[redacted]?

Review: Test takers cannot change their names online. I registered for the GRE using an existing account. The database does not allow for name changes. I was not made aware of this until I called customer service. Their response was to cancel the exam and reschedule using a different account. When you cancel an exam, you get refunded 50% of the cost ($185.00) to take the exam. If you last name does not match your ID, you cannot take the exam. I had not choice but to do this. Because of my last name being hyphenated, I will end up paying $275.00 to take this exam. Test takers should be allowed to change their names and not have to create a new account with personal information. Test takers should also be told up front that ETS cannot change their last name in the database.Desired Settlement: Full refund of $185.00 for the cancelled test.

Business

Response:

Please see our response below:

Left a phone message and advised candidate that as courtesy we refunded the additional $92.50 from original registration. The candidate has now received a full refund of her test fees

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 [redacted], and find that this resolution is satisfactory to me.

Thank you very much for your prompt response and willingness to assist with this matter. It is much appreciated.

Sincerely,

ETS contains misleading and misguiding information on their website regarding identification requirements for their exams and thus they should not let people register and charge them for exams based on this information.

I registered for a GRE test recently with my national ID card in Turkey, which is the ONLY government issued card required of all Turkish nationals in Turkey and the only government issued card I have, yet ETS decided after letting me pay for their exam that my ID card required a signature. However, on their website it is explicitly stated that a national ID card is listed as acceptable identification for an exam if one takes the exam within their country. ETS demanded that I produce something at the test centre which I do not own but they let me register for the test and charge my credit card with my national ID number and card, which is the only government issued card I possess. Turkish national ID cards never bear a signature, how can I be held responsible for this? ETS should be aware of this fact and REMOVE national ID cards as acceptable identification for Turkey.

Finally, I was not admitted to the exam and did not get a refund. I am disgusted by their lack of service since nobody even responded to my complaint.I had to travel 8 hours to take the exam, prepared for it for months and now I have missed my PhD application deadlines and wasted a year's work besides my financial loss of travelling and staying in a hotel.

ETS are basically selling you a product based on deceitful information. This is a scam. How can this company be allowed to operate in the USA controlling testing for educational institutions?

If they sell their product worldwide they should at least provide ACCURATE information on their website and not steal people's money by deceiving and misleading them to pay for their tests.This seriously makes me reconsider my decision to study in the US.

Review: I sat for the GRE in my local ETS office in [redacted] on February 19th, 2015. When I walked in to register, I was greeted by two men. One walked me through the process of looking over my ID and signing me in while the other provided me with a locker in which to store my things. Randy, who I have spoken with since this incident, looked at my ID and looked at my test registration and told me that I left off my 'first' name, but 'it's not an issue, and I have no doubt that you are who you say you are, so I am going to let you take the test'. The rest of the test went off without a hitch - the staff was kind and everything was organized. A few weeks later, at the end of February, I am checking my score online and it says that my test has been cancelled. I called the ETS office immediately and was not told anything by the receptionist, but was referred to the Center for Testing Integrity. Of course, the office had closed for the day. I called back the next day and spoke to a gentleman (I can't remember his name) and he told me that my identification forms didn't match and that the test was cancelled and that there was nothing that anyone could do. I told her that I wanted to talk to a supervisor and appeal the decision by ETS for cancelling my test and I was told that there is not an appeals process. I asked to speak to a supervisor but was told that she did not have a direct phone number. 5/13 called at 1130 and everyone was at lunch. 5/13 called at 1215 and was sent to Michelle, who is NOT a supervisor, and was told that she didn't understand why I was calling back when I had been told to just register for another test. Called 5/13 at 1226 and asked to speak to Stephanie - sent to Alisha P[redacted] desk and left a message. 5/13 at 1234 called and asked for Stephanie again and was sent to her voicemail. I called back and was told that management is in a meeting from 1400-1600 everyday. Still have not received a phone call or spoken with a super.Desired Settlement: 1. The front line employee whos primary job it is to verify and confirm identification had no doubt that I was who I said I was and allowed me to take the exam. He told me that this happens several times a month and that it's never been a big deal. He also told me that if he had any doubt about my identity that he would have excused me immediately. But, a computer somewhere noticed a difference and cancelled my exam. I am asking that you choose to trust the reasoning and skill of the employee who verified my identity instead of relying on the computerized report and release my GRE score. I dont' want a refund - I just want my score released so that I can move forward.

2. Any business, including this one, should have a formal appeals process where consumers have recourse for grievances and misunderstandings. This appeals process is just a suggestion - the customer service I received as a consumer who purchased a product required by a graduate school was entirely unacceptable.

Business

Response:

Please see the customer response below:Dear [redacted] I left you a voicemail yesterday with my contact information if you wanted to discuss the status of your February 19, 2015 [redacted] As stated in the GRE Information and Registration Bulletin and on our website, test takers are required to register for the GRE with their name exactly as it appears on the primary identification document that they plan to present at the test center. If they do not, test takers may be prohibited from taking the test or their scores may be canceled. Since your name did not exactly match the primary ID document you presented on test day, your scores were canceled. If you have any questions, please feel free to contact me at [redacted] Regards, Stephanie Stephanie D[redacted]Test Security Manager, Office of Testing Integrity

Review: I registered to take Praxis II Exam 5001 for March 16th, 2015 at 9:00am at the Humanetric exam center in Mount Laurel, NJ. Upon arrival at 8:30am I completed the necessary paperwork to begin my exam. The administrator of testing made a huge mistake and assigned another candidate to take my exam. By the time that she realized, the candidate had started to take the test. I was then forced to wait for the administrator to deliver the tests to everyone else at the testing center. After I was the only one left, she called the help number. After being transferred and calling back numerous times, I was informed that my test had to be rescheduled. This conclusion came after an hour and a half of waiting. I am highly dissatisfied with the service that I have experienced. Not only did I waste money on tolls and gas, but I now have to take another day off to take the exam. I was under the impression by the administrator that this happens and that the exam would only take a few minutes to reset.Desired Settlement: I would like to reschedule my exam as well as receive a full refund.

Business

Response:

Please see our response below:From: TTA Praxis Advocacy [mailto:[email protected]] Sent: Wednesday, March 18, 2015 9:05 AMTo: [redacted]Subject: Revdex.com [redacted] Revdex.com [redacted] ETS Cust ID [redacted] Case [redacted] ETS was notified by the Revdex.com (Revdex.com) that you were not able to complete your scheduled exam on March 16, 2015. I regret the inconvenience. When notified of the issue, you were contacted and rescheduled for the March 21 test administration. We are also refunding the test fee paid for the March 16 test admin. Please allow five to seven business days for the process to complete. Again, I apologize for the inconvenience. If I may be of further assistance, please let me know. Regards, [redacted]Test Taker AdvocateThe Praxis Program

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 recently took the Elementary Education Multiple Subjects Praxis test offered through ETS. The test was at the [redacted] in NYC. For the math subtest, ETS clearly states on their website that calculators are allowed for the Math subtest. It also states that scientific calculators are allowed. I have taken many tests through ETS over the years and have always taken the tests with the same scientific calculator. When I got to the place they told me I had to use their broken four function calculator and I could not bring my own to the testing room. Upon completing the test I realized that I had not passed the Math portion and I believe it was due to the fact that I was not allowed to use my own calculator and was given a faulty calculator that barely functioned.Desired Settlement: I would like the opportunity to re-take the math subtest of the Elementary Education Test free of charge with my own calculator or at least one that is functioning properly.

Business

Response:

Please see our response below:

From: [redacted]]

Sent: Monday, August 19, 2013 11:35 AM

To: [redacted]

Subject: [redacted] / Case ID [redacted]

Dear Ms.[redacted],

ETS was notified by the Revdex.com (Revdex.com) that you submitted a complaint regarding a calculator issue you experienced at the [redacted] while taking the Praxis II Elementary Education Multiple Subjects exam (5031) on August 8, 2013. I am sorry that your testing experience was less than desirable.

Please see calculator rules directly below:

Tests That Permit the Use of a Calculator You may use a FOUR-FUNCTION or SCIENTIFIC calculator (NOT A GRAPHING CALCULATOR) for the following tests although you are not required to do so:

•Elementary Education: Multiple Subjects (5031) •Elementary Education: Multiple Subjects: Mathematics Subtest (5033) •Elementary Education: Multiple Subjects: Science Subtest (5035)

Please use the voucher below as your form of payment to schedule a new appointment.

Voucher for Math (5033) #:[redacted]

Vouchers are case sensitive and good for one year from today's date. Please access your online Praxis account and use this voucher as your form of payment. Since you completed the exam and reported your scores, you will need to keep in mind the **21 day repeat policy.**

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

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 ordered the Praxis I online but was able to recover my scores. I called them twice a week before the test and was told the wait on hold would be 10 min. I waited for 30 min and never got connected with anyone. I then emailed the company two days before the test and after the test. I was sent an email informing me that the policy was that I must request a refund 4 days before the test.Desired Settlement: I want a refund for the $139 I spent on the test.

Business

Response:

Please see our responses below:

ETS was notified by the Revdex.com (Revdex.com) of your refund request for the Praxis I Combined exam scheduled for the February 22, 2014 test registration.

In your complaint, you noted that you made attempts to contact ETS regarding this refund but was unable to reach us until after the deadlines for cancellation. Praxis exams may be canceled through your online “My Praxis Account”.

The test is now canceled in your account providing you with the 50 percent refund through that account and the $67.50 refund balance is processed. Please allow five to seven business days for process to complete. We encourage our examinees to visit our Web site, www.ets.org, for information on test fee refunds.

If I may be of further assistance, please let me know.

Regards,

Test Taker Advocate

The Praxis Program

TRACKING NUMBER: [redacted]

Review: I was rejected to take the GRE exam because I only had the state-issued driver's license as my identification. When I arrived at the testing center, I had to wait for 30 minutes to check in, and then the proctors finally had me fill out the paperwork. When I was about walk into the testing room, they finally informed me that as a non-citizen student I needed to present a passport as my identification. They tried to allow me to come back with the passport the same day, but by then I did not have enough time to drive 80 miles round trip and come back to the testing center on time. They gave me a care card with my Candidate ID# and instructed me to call the phone number on the card for help.

When I called the phone number, the attitude of the representatives were so different from the proctors. They were very unprofessional, rude, and hostile. They made comments such as "Are you done complaining, ma'am?", "You have such a tiny voice", and "How old are you?". They only repeated that it is their policy to give no refund or no rescheduling the appointment since presenting no passport is treated as a no-show or forfeit. It was neither. I escalated the case twice (first with Prometric and then ETS), but their response was all the same. The final manager could only told me to file a formal complaint in a written form.

Next day, I went back to the same testing center hoping to be able to take the exam. The proctors welcomed me back and were happy to see my passport this time. However, they could not allow me to take the test because I was not able to reschedule my appointment. They told me to call the same phone number again, but the representative told me to make a brand new appointment with whole another fee ($185). I did not feel right to pay again, so I came back without taking the exam. This process delayed my GRE score and caused me to miss the application deadline for the graduate school, which won't open for another year. It caused more damage than monetary matter.Desired Settlement: The refund on the credit card is the minimum settlement that I am hoping for. On my phone conversation with ETS, they repeatedly point out that instructions for non-citizen students are posted on their website and in the confirmation email. In both places, it only says, "your ID requirements depend on your country of citizenship and where you plan to test." On their website, the users actually have to click a few more links or scroll almost to the bottom to see the words, "must present a valid passport". It is not readily available information. It should be highlighted in the same section as ID Document Requirements. According to my web research, multiple people experienced the similar problem as mine. If many people agree that the policy is unreasonable and unacceptable, ETS should revise their policy. The manager I talked on the phone stated that there is no internal procedure for the employees to forward the issue to the higher level and bring the attention of the policy makers.

Business

Response:

Please see our response below:

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 February 18, 2014.

We would like to apologize for any information that may have been ambiguous regarding 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 understand that, after the check in process, 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 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, www.ets.org/gre 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."

On your confirmation email from Prometric, it states that: "Identification requirements are strictly enforced. 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]

As for the complaints on unprofessional behavior of call center staff, please know that your correspondence will be forwarded to call center management for further review. Comments from test takers are always welcomed and are taken seriously in our effort to maintain the highest standards of quality for our tests and testing services. We thank you for taking the time out of your busy schedule to write and inform us of your experience and extend apologies regarding the responses you received prior to our contact that you felt were condescending or dismissive.

Again, we apologize for any misunderstanding of the identification requirements; but are unable to offer any exception to you at this time.

Consumer

Response:

Complaint[redacted]

I am rejecting this response because:

- It is simply not right to take money away from students for no service.

- Failure to present the right ID is not no-show or forfeited.

- Students should be able to reschedule their appointments with no charge.

- Enough references are made regarding the policy statements, but it is evident that those are not effective.

- The policy statements should be highlighted and flashing at the top in order to avoid misunderstanding.

- Many people agree that the company policy is unreasonable and unacceptable.

- The company policy should be improved and revised.

- There should be internal procedure for the employees to bring the issues to the policy makers' attention.

- It is shame that the educational company is making students life difficult and limiting their opportunities.

- I refuse to contribute to your company's ill policy by asking for refund.

Regards,

Review: issue with getting refund. Company was not helpful and directed me to email manager when I requested to talk to a manager over the phone

I was directed from [redacted] state universtiy [redacted] to sign up for this ELM test. As it turns out CSUDH had provided me with incorrect information and as it turns out I did not need to take this ELM test because according to them I was a transfer student. I was going back in forth with the school trying to figure out what to do and a week before the test was scheduled to be taken they had cleared me from taking the test. At this point I have already signed up and paid for the test because CSUDH instructed me to do so. When I was notified that no test was needed, I called up this company and requested a refund of 18.00. The company would not give me my refund because I did not cancel the test 14 days before. I had then discussed my issue and wanted to talk to a manager but they just directed me to email one. I never used there services and did not need to and therefore want my money back. It's not my fault that the school had given me incorrect information which caused me sign up for something that was not needed in the end. Requesting a full refund of 18.00 because I never used their servicesDesired Settlement: Refund of 18.00

Business

Response:

Please see the response from our Western Field Office:

Good afternoon, [redacted]

I received an inquiry regarding your request for a refund for the ELM test. The refund policy for EPT/ELM test as explained in the Information Bulletin and the terms and conditions on the web site states that refunds must be requested 14 days prior to the test date. As I understand the complaint, someone at CSU [redacted] informed you incorrectly to take the ELM not ETS.

If my understanding of your circumstances is incorrect, please let me know.

Regards,

Review: I purchased 3 copies of my GRE scores to be sent to doctoral programs to which I am applying. ETS billed me twice for the transaction and I disputed it and had my credit card company remove the payment. A few weeks later, ETS sent me a bill in the mail for the double amount plus a charge back fee. When I called them the woman argued with me saying I made the same purchase on the 26th of November and on December 1st and that it was my mistake. I never made two purchases and my credit card statement clearly shows both debits made on November 27th to my card. It is not even possible for what they are saying as it would mean that I made the second payment a week after they charged my card for it. Also, when I spoke to my credit card company they informed me that the dispute is still in process and that ETS'S billing bank has failed to respond to it. They illegally sent me a bill in the mail straight from the company, and attributed a charge back to me, the customer, when they have legally agreed to pay charge backs by allowing [redacted] transactions.Desired Settlement: I want ETS to stop contacting me and sending me bills and to finish the dispute process by responding to my credit card company. I also want them to clear their records of any payments due from me.

Business

Response:

Please see our response below:-----Original Message-----From: TTA GRE Advocacy [mailto:[email protected]] Sent: Tuesday, February 03, 2015 9:45 AMTo: l[redacted]Subject: [redacted] [#1090706] Dear [redacted] ETS was notified by the Revdex.com (Revdex.com) about your dissatisfaction with the billing made for the additional score reports (ASR) you ordered. In your complaint, you informed the Revdex.com that you were billed twice for one order and that you were refused the duplicate refund. This matter was fully investigated and our record indicated that you made one order on November 26, 2014 and a second order on December 1, 2014. Both orders were manually completed by the test taker. The two transactions were processed as requested and each order was billed separately resulting in the two billings you received on your account. This was not a duplicate billing. It further indicates that you made a chargeback on your account which automatically reinstated the charges caused an additional $20 chargeback fee. We also learned that you contacted our customer service department since then and some adjustment was made as an exception to adjust the billing for the second order. This indicates that the second order was processed for free since you had received this amount in a chargeback and the chargeback fee waived. At this time of the investigation, it is noted that the matter is already resolved and no further action is necessary. Thank you for giving us the opportunity to complete this investigation. I wish you continued success in your academic endeavors. Regards, [redacted]Test Taker Advocate GRE

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. While the information that the representative provided is inaccurate, as my credit card was billed two payments in the exact same amount on November 27th and no payments were made on December 1st, a supervisor at the company has notified me that, "I don't owe a bill" anymore. I would like to note that although this billing issue has been resolved, the representatives at ETS have been very rude on the phone when I tried to resolve this matter and that ETS continues to note information which is incorrect. I would not recommend this company for Better Business Accreditation.

Regards,

Review: In the Fall of 2012 the disability advocate at the college I graduated from ([redacted]) and I spent months filling out my application for disability services (extended time) due to medical problems for the Graduate Record Exam ([redacted]). I am also economically disadvantaged and spent several weeks applying for a fee reduction to take the test. I was approved for both, and registered as well as paid to take my test. After several weeks of waiting, I never received my voucher to take the test. I called up four times over the span of a year and asked them to resend the voucher each time, which I never received. The third time I called the operator told me that ETS had spelled my address wrong on the envelope (T[redacted]) even though I had registered the correct spelling online and on the paper application. The operator told me she had corrected the problem and that she would resend the voucher. Once again, several weeks went by and I never received anything in the mail. I called up today (10/31/13) for the 4th time and spoke to 3 different people who told me that my voucher had expired on 10/19 and that I would lose my disability accommodations as well as the money I paid for the test. There are no problems with my mailing address because I receive all of my other mail with no problems or delays. I asked if I could have it faxed, emailed, or if I could pick it up in person to resolve the problem and the operator told me that I could not. Not only have I wasted my time as well as the time of others, money and my mental health, but I have not been able to apply for graduate school for an entire year now because I have not received my voucher to take the test! ETS has [redacted]atly negatively impacted my ability to continue my education due to their irresponsibility and mistakes. Even if I were to redo the entire process, I still may not be able to take the test and therefore never attend graduate school!Desired Settlement: In order to take the [redacted] so that I may attend graduate school, I need either a new voucher or a refund so that I may reapply.

Review: ETS offers a standardized test for graduate school applications called the Graduate Record Examination (GRE). They have a monopoly on this, so the test taker has no choice if a program requires this test. The company goes out of there way to make sure that the test taker knows what proper identification they need to bring, what time to report to the test center, what isn't permitted during the test (calculators etc.), and they make an effort to advise you on how to prep for the test BUT they DO NOT make you aware that on the test day (which they advised me to bring nothing but my ID to the test center) that I must bring codes for up to 4 schools to send my scores to for free on TEST DAY ONLY. Any schools I would like to send to after test day would cost an additional $27 per school. I called their customer service dept. and all they kept saying repeatedly is that it is on their website. Even with the guidance of a representative, it still took 15 minutes to navigate their website to find the one small sentence in a sea of words about this policy. I feel they purposefully put it in an inconspicuous area on their website so they can exploit students into paying additional fees. They make efforts to ensure the test taker is informed about everything else, why not this?Desired Settlement: I applied to 17 physician assistant programs, I just want my 4 complimentary schools to send it to, and I will gladly pay for anything additional.

Business

Response:

Please see our response below:From: TTA GRE Advocacy [mailto:[email protected]] Sent: Thursday, September 25, 2014 11:52 AMTo: [redacted]Subject: The GRE® revised General Test/Case#[redacted]/Revdex.com 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 took on September 18, 2014. According to your complaint, you feel that the policy concerning the four free score reports that are included in your test fee is not clearly stated. Please note, it is the candidate's responsibility to be familiar with all the policies and procedures prior to the day of the exam. This policy is described on the GRE website at http://www.ets.org/gre/revised_general/scores/send/: "Computer-based GRE revised General Test On test day, after completing the test and viewing your unofficial Verbal Reasoning and Quantitative Reasoning scores, you will be asked to designate which score recipients you want to receive your General Test scores. If an institution is not listed, ask the test center administrator for the appropriate form to indicate unlisted institutions. Complete the form and turn it in before you leave the test center. The form will not be accepted after you leave the test center. You will have the option to select the ScoreSelect Most Recent option or ScoreSelect All option for up to four institutions for free. You also can choose not to send any scores at that time. After test day, you can order Additional Score Reports for a fee of US$27 per recipient. At that time, you can choose to send scores from your Most Recent, All or Any test administration from your reportable history. See Ordering Additional Score Reports." In addition, this information is provided at the end of your test session. I have attached the screen that is presented at the end of your exam that clearly states that there is a fee for score reports sent after the day of the test. Please note, the test centers give multiple types of exams, not limited to the GRE® examinations and each type of exam has its own policies, procedures, content and structure. Test center administrators are only allowed to provide technical assistance with the exam. They cannot assist candidates with interpreting on-screen instructions or with providing assistance of any other kind. This is to ensure an equitable testing experience for all of our test takers. Unfortunately, I cannot comply with your request to send 4 free score reports. Please visit our website, www.ets.org/gre for instructions on sending score reports to designated institutions. 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

Review: I went to take Toefl test on July. 26 2014, I'm non-u.s. citizens. ETS staffs did not allow me take the test just because I forgot to bring our passport, but I registered Toefl test with my driver license and also brought my driver license. ETS’s actions broke the contract. "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," this statement is under the title of ID Requirements in the Country/Location Where You Plan to Test, in this website, http://www.ets.org/toefl/ibt/register/id. So passport should be treated as a kind of ID requirements. And on the registration confirmation, it states, "If you do not meet the ID requirements, ETS may automatically cancel your test scores." Okey, now let's combine those two statements into one sentence: Non-u.s. citizens must present a valid passport with name, photograph and signature; if not, ETS may automatically cancel their test scores. Therefore, in the case of I forget to bring my passports, ETS ONLY can or may automatically cancel our test scores, ETS CANNOT prohibit us take the test. After this trouble happened, I tried to make compromise with ETS customer service, but they refused to commit their mistake. They let me read this statement on the same website, "If you do not bring valid and acceptable ID, you will not be permitted to test and your test fee will not be refunded." I think they were intentional misleading me, in this statement, the precondition is: if I do not bring valid and acceptable ID. There has the definitions of what "valid" and "acceptable" is in the in same website, I checked them and found we didn't meet this precondition, we brought our driver licenses and our driver licenses were "valid" and "acceptable". Moreover, why ETS has two different and unclear explainations of their policy? I think ETS involves intentional fraud, because they used unclear statement to mislead me.Desired Settlement: ETS broke the contract and wanted to get free money from me, because they know most international students always keep silence but I am not the one of these silence international students, their action is illegal and unmoral! I am an international students and not good at English, but this doesn't mean I would not protect my rights! 1. Formal apology. 2. Refund my test fee, I do not want to let them get free money.

Business

Response:

Please see our response below:?-----Original Message----- From: TTA TOEFL Response [mailto:[email protected]] Sent: Tuesday, August 26, 2014 4:59 PM To: [redacted] Subject: TOEFL Program Case ID [redacted] Thank you for contacting the TOEFL Program Dear [redacted] We have received your email regarding the iBT TOEFL exam you had taken on July 26, 2014. Please accept our apologies for the problems that you encountered. The test center filed a report that documents the situation as unacceptable identification. Please reference below information regarding ID requirements. General ID Document Requirements With few exceptions, ID documents must meet all of the following requirements. Each ID document must: ¿be an original document; photocopied documents are not acceptable ¿be valid; expired documents (bearing expiration dates that have passed) are not acceptable ¿include your full name exactly matching the name and the ID document used to register, excluding hyphens, accents or spaces ¿include a recent, recognizable photograph include your signature (the name on the ID and the signature name must match) Test takers are responsible for bringing valid and acceptable ID each time they report to a test center. It is your responsibility to ensure that your ID documents are up-to-date and available on the day of the test. If you do not bring valid and acceptable identification, or if the name on your ID does not exactly match the name on your registration, you will not be permitted to test and your test fee will not be refunded. ID requirements are specific and strictly enforced, which is why we provide detailed information regarding each country's requirements. Listed below is the information for testing in the United States. United States 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. 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 Again, we apologize for any misunderstanding of the identification requirements but are unable to offer any exception to you at this time. ID requirements are strictly enforced. We encourage all our test takers to review the policy and procedures for the TOEFL iBT exam prior to scheduling an appointment. We hope this information has been helpful. We wish you success in your future academic endeavors. Sincerely, [redacted] Advocate ETS/Test Taker Services Test Taker Advocacy Group

Review: I registered through the ETS website for a test. I show up on the testing day and nobody was working at their testing site. They will not let me reschedule the test and continue to send me a bill in the mail for $159.00 which was paid on my credit card prior.Desired Settlement: My bill should be $0.00.

Business

Response:

Please see our response below:

From: PRAXIS [mailto:[email protected]]

Sent: Monday, January 13, 2014 9:23 AM

To: [email protected]

Subject: [redacted]

Dear [redacted]

ETS was notified by the Revdex.com (Revdex.com) that you submitted a complaint regarding a balance on your Praxis account that is not warranted for your registration of the Praxis II exam you were to take on October 16, 2013. In the Revdex.com complaint, you state that: "I show up on the testing day and nobody was working at their testing site. They will not let me reschedule the test and continue to send me a bill in the mail for $159.00 which was paid on my credit card prior."

Our investigation shows, you paid $139.00 for the Praxis II exam and there is now an additional $20.00 on the balance because you asked for a chargeback of the $139.00 fee paid. ETS never received funds for this registration.

Secondly, reports from the test center state: "Candidate presented expired identification for testing. Expiration 10/03/2013. I asked the Candidate if she had any of the other exceptable ID's, she did not and went outside to contact ETS before I could give her the number to call." The center has also confirmed that 13 Praxis candidates tested without issue on October 16, 2013.

Records also indicate that you called ETS on October 16, 2013 asking to move the test registration to another date and you were informed that it was too late to move the test. As per the ETS policy you agreed to at time of registration, you must make changes no later than four days prior to your appointment (not including the day of your test) or your fees will be forfeited. You held a valid appointment for October 16, 2013 and reported for the exam with invalid photo ID. Therefore, you do owe ETS the total of $159.00.

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.

Regards,

Test Taker Advocate

Educational Testing Service

TRACKING NUMBER[redacted]

Review: This is regarding GRE Case #[redacted] want my money order returned. Since the ETS will not accept my forms, I will not be registering for the GRE. I want my money back and the only way to do that is to return my money order to me.My address is included on this report, just return my money order to me.You have no right to keep my money order since I will not be registering for the test.Desired Settlement: This is regarding GRE Case #[redacted] want my money order returned. Since the ETS will not accept my forms, I will not be registering for the GRE. I want my money back and the only way to do that is to return my money order to me.My address is included on this report, just return my money order to me.You have no right to keep my money order since I will not be registering for the test.

Business

Response:

Please see our response below:From: TTA GRE Advocacy [mailto:[email protected]] Sent: Thursday, May 21, 2015 11:08 AMTo: [redacted]Subject[redacted] - GRE Registration - Case #[redacted] - [redacted] Dear [redacted] Your complaint to the Revdex.com (Revdex.com) Case #[redacted], regarding your registration for the GRE Revised General Test, has been forwarded to me for an investigation. Please accept our apologies for the problems that you encountered when you attempted to register for the exam. You were not allowed to register because you did not present the correct documents. You submitted a 2014 – 2015 Few Reduction Waiver form, but you submitted a 2015 – 2016 Student Aid Certificate form. Both documents must be for the same year. If you could get a 2014 – 2015 Student Aid Certificate form from your school, we can process your registration. Again, please accept our apologies for the misunderstanding. If you would still rather have your money back, we will send it to you. As stated previously, the refunds are sent after May 30, 2015. We hope this information has been helpful. If you have any further questions or concerns, please contact us. Sincerely,Doris L. J[redacted]Test Taker AdvocacyGRE Services

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.

I would like a refund of my money.

Regards,