Enterprise Landscaping, Inc.

The College Board does not administer the ACT and cannot address this complaint. This should be directed to the company that offers that particular test at [redacted].

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
We received the option letter on August **, which was 42 days after the scheduled score release date (July *).  It asks us either to retake the exam or request a refund of the exam fee.  Neither option is sensible or fair.As I wrote earlier, a score received later than mid-August cannot be useful in my son’s case, so retaking makes no sense.  The refund of the exam fee is far from adequate.  The main cost of taking the exam is the time and effort to prepare for and take the exam.  The exam fee is only a small part of the total cost.  In addition, my son has been deprived of a chance to earn a college credit.  We deserve a compensation for the extra cost and the lost opportunity.I would not demand a compensation if the score were missing due to unusual and uncontrollable factors.  However, it was due to negligence on the part of College Board.  There were no disruptions during the exam.  Thus, unless College Board mishandled answer sheets, it should not have been lost.  Furthermore, it is egregious to recognize the loss of the answer sheet 42 days after the scheduled score release date and after several telephone calls and e-mail exchanges.  This is clear negligence.  If my son had been offered the retake option soon after the scheduled score release date, he might have retaken it, although that would have caused major inconvenience. 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Refunds have been issued in the amount of $115.50.  Case manager Brandy A[redacted] contacted the institution today and was asked to fax a score report which was completed.  This institution requested to receive scores via disk.  Our rush services requires us to ship orders within 2...

business days.  That was done in the case but due to the method in which the scores had to be sent, the school.  The school has now received the scores in the form of a fax.

Based on the fact that the customer stated she was not given a return call, Victoria W[redacted] followed up and reached out by phone on 4/*/16.  At this time, there have been no further follow up from the customer on this issue.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

Response from Case Manager [redacted]:On Tuesday, May **, 2016 I attempted to contact the customer (via phone: ###-###-####) but had to leave a voicemail.  In my voicemail I advised the customer that as we had received medical documentation previously, we could still make the courtesy...

exception to waive the change fee and transfer the registration to a future test date.  I also provided my direct contact information for the customer to follow up with me.  As of today, I had not received a response, so I followed up with the customer again via phone and had to leave another message advising the same information.  As I made a second attempt to contact the customer, I have closed the case. I did want to inform you that there was also a previous case that was managed and closed by [redacted] (Case [redacted]).  [redacted] attempted to reach the customer via phone and left a voicemail on December **, 2015 about transferring the unused reg. to a future test date.  As her second attempt, [redacted] sent an email to the customer and then closed the case on December **, 2015.

Per case manager Valerie M[redacted]: I first made contact via phone and left a voicemail for the customer on August **, 2016.  I advised that fulfillment information had been available through the registration flow process as well as available on our website.  I informed the customer...

that the March 2016 SAS had fulfilled and that the customer should receive it in 1-2 weeks and if the customer wished to cancel and receive a refund of the June 2016 SAS to contact me directly so I may do so before the next scheduled Trans Run on August **, 2016.  I gave the customer my contact information so we could discuss further details of the inquiry.   After allowing the Trans Run to complete and not receiving a response back from the customer.  I contacted the customer again today and left another voicemail.  I advised both SAS had fulfilled.  I informed the customer that the Trans Run had been completed for the June 2016 SAS and they should receive it in 2-3 weeks.  I again provided my direct contact information if the customer had any questions or wanted to discuss their inquiry further.

Per Customer Care Specialist [redacted]: I (The College Board) spoke on the phone with [redacted]’s father, on November *, 2017.  I advised [redacted] that we have no account history of an attempt to add or view score report orders on the student’s June 2017 SAT registration,...

prior to the four free score report deadline of June **, 2017. I asked [redacted]  if he or the student had made any attempts to contact us prior to the deadline or if the score report orders could have possibly been added to a different student’s account. [redacted] advised he did not attempt to contact us by the deadline and did not add the reports to another student’s account. I asked if he had confirmed the order or viewed the order in the student’s online account, he advised he had not.  I advised [redacted] that we (The College Board) are unable to waive the score reporting fees as it is past the deadline and we have no history of any attempts to update or view score report orders in the student account. [redacted] asked if he would have to pay for the score report orders. I advised he would need to pay for any score report orders at this time. The customer was not satisfied with this resolution; however, he did not request to discuss it further. I advised the customer could contact me directly with any questions. The call was disconnected.

Revdex.com:CollegeBoard has acknowledge their mistake in stating "score cancellation" At this point, no scores will (to my knowledge) and as represented by CB through their correspondence be canceled. In addition, additional paperwork has been refiled for a rescore request. Currently, I...

accept this issue as provisionally resolved. CB is expected to:Provide a rescore within 8 weeks, and I will receive written confirmation. Should this not be completed, this complaint will continue to stand.
Sincerely,
[redacted]

Per Case Manager [redacted]:I have reached out to the customer via phone twice and have left voicemails both times.   Please find below the details regarding what my voicemails entailed:·         I advised the customer that in our system he was...

only charged once for his Archive additional score order and that those fees were valid.  I also advised that scores had fulfilled to his DI on May **, 2016.·         I advised that when we had spoken (on May **, 2016) previously that I would (and had) placed a new order at no charge due to the previous order being submitted incorrectly.·         On May **, 2016 I also submitted a score report letter to his institution to assist with speedy delivery of his scores and received a generic response from the institution about receiving my email, which I had forwarded to him on the same day that the score report letter had been sent.·         As I received no response from my first call (on the new case).  I followed up with the customer to reiterate the previously delivered information and again advised the customer that if he had any additional questions or concerns to contact me directly as I am his direct point of contact.·         The customer has my direct contact information from previous emails I have sent him, as well as the voicemails I have left him.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

We first contacted and spoke with the customer on July **, 2017.  After a thorough investigation, we have concluded that prior to the June 2017 SAT exam, the customer was misinformed by the Test Center Supervisor.  The customer was advised that the student could appear on the exam date...

without a registration/admission ticket, take the exam, receive scores, and be billed for the registration fees.  We will follow up with the test center as this is not our policy.  Because we were able to determine the error on the part of the test center, we have made the exception to allow the student to register and we will score the exam.  We advised this information with the customer on July **, 2017.  On July **, 2017, the registration was completed and we advised the customer to expect scores in 7-10 business days.  The customer was also educated on where to find our registration policies and deadlines should they wish to test in the future.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
Per The College Board's own records-see attached-they failed to send scores to the high school.Also Per The College Board's records (attached), they failed to send the missing scores as previously indicated to the Revdex.com.For every score I have to order sent from the archives, the College Board charges $46.The College Board did not/has not sent the missing scores to the colleges on 11/**/15 as they advised the Revdex.com.I have just paid to send scores to a [redacted] and here is the College Board's official list of the schools they have sent the SAT scores to.Nothing was sent in response to the Revdex.com complaint as [redacted] the College Board's case manager stated incorrectely in her Revdex.com response.MESSAGE FROM BUSINESS:[redacted] [redacted] [redacted]
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Per Case manager Amy Mann:Per speaking with the parent of [redacted], she advised that [redacted] printed her May registration ticket (thinking it was her June ticket) and went off to take the exam. When she arrived at the center indicated on the May ticket- the center was not open (due to it being the...

incorrect administration). [redacted] then called her mother for assistance, the parent then claimed that she was able to assist her daughter in getting to the correct center- however the student did not have the updated ticket and she was also 30 minutes late. The parent insisted that the June ticket was never available on the account prior to test day. Per review of the account history, it appears that the ticket was generated multiple times prior to the test day. I advised the parent of this information- parent followed up to provide me a copy of the May registration ticket once more. TAS also confirmed that the student arrived 30 minutes late and did not have the accepted ticket.  I contacted the parent to advise that the previous resolution stood, as all events have been confirmed with our Testing Administrative Services Team. Per review of the account it appears that the student registered for the October SAT® with Essay- as a result I refunded the difference in registration fees (not including the essay, as it has been newly added). I advised of the refund and my contact info and closed the case.

Per customer care specialist [redacted]The student was initially sent an email denying the refund request on 05/** for the May *, 2017 exam. The student canceled scores because he mistakenly took the wrong exams and blames the proctor for allowing him to “take any he wanted”. Based on the...

information we received from the test center, the proctor followed appropriate procedure regarding allowing students to add or change a Subject test on test day. After receiving this Revdex.com complaint, I called and spoke to parent on 05/** reiterating policy regarding the ability to add and change subjects on test day and directed her to website where the information can be found.  [redacted]Parent was unable to continue conversation and asked that I call back. We spoke again 05/** and she continued to express that she disagreed with the policy because her son is a minor and should not have the option to add the test. I explained that her disagreeing with our clearly published policy, unfortunately doesn’t negate the policy. I reiterated again, that she agreed to the polies and procedures at the time of registration by agreeing to our terms and conditions. She continued to restate her son doesn’t have a right to charge her credit card without her consent (regarding adding subjects). Please note that no additional funds were removed from the customer’s credit card.  The student did not add subjects on test day, he took exams other than the ones he was registered for which students are permitted to do. The customer cancelled the scores and she is asking for a refund for the exams that were taken.  Our cancellation form clearly states that cancellation of scores will not result in a refund as testing materials were provided and utilized. I explained we cannot refund for services that were rendered. Even though no tests were actually added on test day, but she seemed fixated on the student’s having that option without parent’s consent. She no longer wanted to continue with the conversation so she ended the call. Parent did mention taking the issue up with the Attorney General.  If we should receive a complaint from the Attorney General, we will follow up with this same information.

I have researched this complaint and found the case that the customer is referring to. The makeup test has now been canceled and the $54.50 refund has been issued.

A refund has been issued per the candidates request.  They have also been notified of this refund.

Per Customer Care Specialist Caitlin Neeley: I e-mailed the customer at the e-mail address she provided, [redacted], on March **, 2016. I advised in this e-mail that we were investigating the issue with our AP score services department. I provided the customer, [redacted], with my...

contact information and requested she reach out to me with any questions or to receive an update. I e-mailed AP score services on March **, 2016 requesting information regarding the students archive AP score report order. They replied the same day advising that the order, to [redacted], was processed on March *, 2016. I continued to correspond with AP score services to confirm when these scores would be delivered to the university, as the customer has a deadline of March **, 2016 for score receipt. AP score services confirmed on March **, 2016 that these scores had been delivered on March **, 2016. I tried to reach out to Metropolitan University on March **, 2016, but received no reply as it was outside of their business hours. This morning, March **, 2016, I spoke with [redacted] at [redacted] and [redacted] confirmed that she had received [redacted] AP scores and she was currently inputting them into their system. Immediately after this phone call, I called the customer at the daytime contact number provided. We spoke and I advised that the scores had been sent on March **, 2016. I additionally advised that I reached out to the University and they confirmed receipt of these scores.The customer confirmed she did not need additional assistance.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
 No email has been received, after reading this message, I returned a call to the only voicemail from the college boardthat I have received, and the order placed on February [redacted] was because the first order was cancelled, it was also for only 3 schools over the phone with credit card because the original order was canceled, and the colleges still needed to get the score report. Again this is not about the first of February, but rather the [redacted] of January which the customer service rep and manager denied having any record of a transaction,where I would be happy to share my records had they been willing to receive them, or had an email been received to send them to.  
  
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Customer care specialist, Brandy A[redacted], worked with this customer.  We found that score recipients were added to the college list rather than the registration.  We have made a one time exception to send scores at no charge and educated the customer on the process.