Trend Setters

Complaint: [redacted] I am rejecting this response because: What I was told by the onsite staff one-on-one in Madrid is different than the main ISA office is stating Regards, [redacted]

Dear Revdex.com of Central, Coastal, Southwest Texas and the Permian Basin,ISA believes that a positive experience abroad for our students is paramount; we know studying abroad can be very expensive and before departure, romanticized. The reality is that things do not go as planned and people...

have differences no matter where they are, and this is only compounded by the change of environment, subsequent culture shock, and distance from family and friends. We consider these complications among the things which allow our students to return from their experience abroad more mature, more independent, more aware, and more tolerant. Though we strive to do our best to select suitable roommates/flatmates for ISA Housing, and our pairings often develop into lifelong friendships, success is never guaranteed. In times like those, a change in housing is always an option, and one which was immediately presented to Mr. [redacted]. At no time was Mr. [redacted] forced to move, or evicted.Although ISA does regret Mr. [redacted]'s experience in Madrid, ISA diligently worked to satisfy his needs and requests throughout his time there and upheld provision of the services promised to every ISA student. ISA would like to make clear that Mr. [redacted] did not have a roommate; he was in a single room, which is quite a luxury to most students living abroad. He was on the same floor as the student he made these complaints about. Upon his initial complaint of floormate issues, we offered him a change in housing, which he turned down. Mr. [redacted] informed our on-site staff that the situation had improved, and that he would like to stay where he was. After some time, Mr. [redacted] again made complaints against his floormate. ISA again offered a change in housing. Mr. [redacted] said that he would rather be anywhere but with his floormate, and so he was transferred to another student residence very near to his original one in an effort to keep him close to familiar things and his other floormates who he found agreeable. Additionally, ISA absorbed the costs associated with this move. Mr. [redacted], like other students who submit complaints about roommates/flatmates, are often disillusioned by the prospect of needing to move themselves, rather than the "offending party." The reality is that it is difficult for ISA to prove the validity of certain complaints without solid evidence. This is not to say that we invalidate a student's feelings; rather, we empower them to remove themselves from the situation, and provide support in any way they might need. That support might be a coffee and a chat with our on-site staff, or arranging counseling with a licensed professional on-site. However, it is important to stress that ISA did not imply or state outright that everything was Mr. [redacted]'s fault.ISA is constantly reviewing our housing offerings, and takes into account location, safety, and past student experiences. ISA has utilized Mr. [redacted]'s second residence since 2009, and cannot substantiate the claims he has made as to a "gross and dangerous" location or the presence of pests. Both student residences have been in ISA use for years and we have never had complaints from our students. However, we do work very hard to be responsive to our students, and will immediately schedule pest control services should a student report a problem. This, of course, is dependent on whether or not the student reports a problem; in this case, Mr. [redacted] did not.Theft is a threat anywhere in the world, and it is regrettable that Mr. [redacted] experienced something so traumatic during an experience which should be overall positive. Thankfully, Mr. [redacted] was able to call our ISA Madrid emergency phone for immediate support from our staff, and make a police report. Mr. [redacted] reported that nothing of value was stolen, just his bag and class notes. ISA staff was not led to believe that Mr. [redacted] needed further assistance.In regards to Mr. [redacted]'s grade concerns, academics are our priority, and we know that uncomfortable living situations can have negative effects on a student's performance. In scheduling his move, ISA made sure that it would occur after his classes had concluded for the day. It is absolutely true that moving is a hassle anywhere, and takes a significant amount of time, but at no time did ISA advise Mr. [redacted] to skip class to accommodate his move, nor did we promise to excuse these absences. In fact, ISA made it clear that we do not have the ability to excuse students in situations such as these. ISA also never told Mr. [redacted] that he could not be failed; the professor and student, not ISA, are in control of the grade given and earned. However, when Mr. [redacted] contested his grade, the host university did inform us that Mr. [redacted] did not fail this course due to the reason he claims in his complaint. We are unable to disclose this information to the Revdex.com without Mr. [redacted]'s permission due to FERPA regulations, but can say with absolute certainty that he was not failed for being disliked or for absences.Though ISA attempts to support our students in any way they might need, we can only address the things we are aware of just as professors can only excuse the things they are informed about. Should the Revdex.com require any documentation for the assertions made in this response, ISA would be more than happy to supply it. We wish Mr. [redacted] all the best in his future endeavors.Sincerely,[redacted]Executive Vice President of University Relations and MarketingInternational Studies Abroad (ISA)

Complaint: [redacted]
I am rejecting this response because:
What I was told by the onsite staff one-on-one in Madrid is different than the main ISA office is stating. 
Regards,
[redacted]