100% full Not resolved
Billing Practices
Customer service

I paid online, on Nov. 26, 2015, for a GRE exam on Dec. 21, 2015, and printed out my Prometric appointment confirmation for the Roanoke, VA, test center from the ETS website. I noted, but did not open, a confirmation email from Prometric that arrived following my transaction.

When I reached the test center on the day of my appointment, I was told that my name was not on the roster. I opened the confirmation email to prove my appointment confirmation and was shocked to discover that my email confirmation did not match my printed confirmation. Both documents were from Prometric --- my printed confirmation had stated Roanoke, VA, as my test center; my email confirmation showed Charleston, WV, as my test center!

I had not carried the printed confirmation to the test center since I knew I had the email confirmation in my inbox, so I could not compare the documents at that time.

My husband was also scheduled to take the GRE at the same time so, after he had completed his test, we drove the 2 1/2 hours home to recheck the printed confirmation for my test. Just as I was certain, the printed confirmation had my appointment scheduled at the Roanoke, VA, test center. A careful comparison of the email from Prometric showed the same confirmation number, same date, and same time, but the Charleston, WV, as the test center.

I immediately called ETS and was told to call Prometric. When I called Prometric I was told to call ETS. I then called ETS again and was told to call Prometric again... I continued to call one office after the other until the ETS office closed for the evening.

The next day (Dec. 22, 2015) after work, I began calling again. I was never allowed to speak to a supervisor, but was put on hold by both ETS and Prometric representatives while I was told that supervisors were being consulted. Finally, a Prometric representative told me that my "ticket" had been shifted up to one of their supervisors and that I could have a decision the next business day (Dec. 23, 2015).

On Dec. 23, 2015, at 10:00 am EST, I called Prometric to determine if the supervisor had made a decision and was told that the "ticket" had been transferred to an ETS supervisor and that I should call ETS. When I asked why no one from Prometric could have called me to tell me to call ETS, I was told that the transfer to ETS took place after business hours on Dec. 22. When I asked why no one had called me after business hours on Dec. 23, I was told that calls are not made until after 11:00 am.

When I called ETS, at 10:15 am, I heard a recorded message saying that ETS is now closed "for the holidays." No date was given for when business will resume, so I do not know whether I will be able to speak to the ETS supervisor on the 26th or will have to wait until Jan. 2, 2016.

This should have been a simple problem to solve. I have written, printed confirmation of my appointment. My email, with the same confirmation number shows a different test center. This is clearly an error on the part of ETS/Prometric. All I want is the chance to take the GRE without having to pay for the test again.

I paid my test fee, took a day off work, drove 2 1/2 hours one way, arrived at the test center a half-hour early --- I have a printed appointment confirmation --- and I have spent hours trying to resolve the problem that ETS/Prometric created with their online registration error.

Review about: Ets Exam.

Reason of review: Poor customer service.

Monetary Loss: $195.

Preferred solution: Deliver product or service ordered.

I didn't like: Online registration error, Runaround by customer service representatives, Company ignoring printed receipt.

Had an Experience with Ets?

Write a review


Comment as anonymous or
Terms of Service
Post Comment
Be the first to start a discussion

You May Also Like

COSS and STEI - STEI and COSS Fraud Singapore COSS and STEI "I would like to complain the fraud institution STEi and COSS. STEi in a Singapore college which is providing 3 months studies and 6 months internship. The Principal marketing agent..." Read more Lynda Has a Bad System - Problem with Membership Payment Lynda "Dear Admin, Hi. My name is Sessario Bayu Mangkara. I live in Jakarta and I worked as a freelancer for environmental consulting. I am confusing about my membership status in..." Read more Corllins University Scam Corllins University "I spent alot of money on the Masters degree program based on learning, and was also told that the degree was accredited and valid for applying for jobs, but as..." Read more Universal Technical Institute Automotive Program Review Universal Technical Institute "This is in regards to a specific negative review, and others like it, about Universal Technical Institute. I graduated from UTI in Houston, January 2005. Never ONCE was an associates..." Read more Terry Vaughn Rv Alvin Texas - Stay far away Terry Vaughn Rv Alvin Texas "Bought a new 2016 Avenger FBI and paid cash for it. Turns out to be a piece of junk. Walls coming loose on the inside, leaks due to (in the..." Read more Michelin Tires - DON'T COUNT ON MICHELIN 70,000 MILE TIRES TO ACTUALLY LAST 70,000 MILES: Michelin Tires " This is what happened to my Michelin 70,000 mile tires at about 57,000 miles, causing me to have to replace tires on a trip to Florida. The back tires..." Read more Viator - Very problematic two day tour of St. Petersburg, Russia Viator "This was our primary tour of St. Petersburg. Our guide, Stan, was very knowledgeable and friendly. The tour itself was good, but not fantastic, mostly because there was not enough..." Read more Pet Wellbeing - My personal experience was great Pet Wellbeing "My dog had a heart murmur and I am a firm believer in staying off of prescription medications and trying to go a more natural way. The same goes for..." Read more