Educational Records Evaluation Service

I would like to thank this customer for giving us the feedback It has provided me the opportunity to discuss with the evaluators that handle the Chinese clients the best professional and courteous ways to deal with difficult situations For this reason I appreciate that the customer as provided her commentsThe evaluator that worked on her case (***) actually spent an unusual amount of time patiently and professionally dealing with this client's questions thru email and over that phone At some point the good communication broke down, and I have reviewed with [redacted] ways to try to keep thing positive when customers are stressed with the expense and difficult details required for us to prepare valid reports We deal with many dozens of Chinese clients every month and there are few complaints as is evident by the lack of complaints in this Revdex.com sectionI asked [redacted] to put in writing what happen with this case and I think the reader here will get better insight if I copy his comments here (Keep in mind, Chinese is his native language): "First of all, I do agree that the client and I didn’t have a bad communication at the very beginning, and we both spoke kindlyHonestly, we do charge client for consultation, which I never charged this client and kept answering her questions from August 17, to September 16, (See Attachment)I even reviewed all her documents and finished her pre-evaluation, which not every evaluator will do soAlso, I have to point out that she kept emailing me almost everyday, and sometimes three or four emails a dayAs a result, I don’t think that I deserved this quote “It’s irresponsible”I think the client turn to be rude is because she thought our international mailing is expensive, especially more expensive than what she can get in ChinaI don’t think it was a problemI even offered her to hold her original documents after we finished her evaluation, so when she come to U.S., we can mail to her by domestic mailingThat will save her $It’s easy to find out the price on our application, and I do believe the client has read our applicationI’m assuming that she knows our price because she is very detail and asked so many questions in order to avoid any potential mistake, likedocuments be rejectedI’m sure all she wants is to decrease the cost, which I totally understandAs everyone can see in our back forward email, she was even asking me to mail her documents back PERSONALLY, which I don’t feel quite reasonable.Therefore, I said no and forwarded this email to my managerI would like to say the client is difficult, after I forward all the back forward emails to my manager, she called the client directlyThe client lost her temper and even kept yelling some really bad and dirty words in Chinese to my managerThat’s why my manager asked her to “Have good attitude”, if not, we won’t helpThen, she hung up the phoneActually, not only my manager, but also everyone in our company should have the right to ask client to be niceI don’t think it’s a problem with other clients which most of them seems very politeWe, ERES, have taken care of hundreds clients every month for years, and even Chinese department helped over a hundred of applicants every month for yearsObviously, none of them has complained usEspecially, none of them has posted any negative on Revdex.com because we treat every client responsible, and we always try our best to help themMost of them would email us to say thank you after received evaluation."

In response to this applicant’s complaint I have called her and spoken with her about the complications with her case So that she always has the means of contacting me and our office I have provided her my email and the direct phone number for our office and reaching me I Have also tried to call her on a few occasions when there has been no answer Where she has said that there was no communication, the fact is that we emailed her in June to inform her that we had not received the necessary information from the nursing school So communication did happenWe now have received the needed transcripts from the school, but the school has failed to complete the necessary Form (the information form) that provides hours in the various studies) We very much would like to proceed with preparing the evaluation, but this cannot happen without the completed Form I have also discussed with this applicant that the one-year program she completed in Canada does not provided the hours of experience required by the Texas Board A completed evaluation will not be able to qualify her for the PN License, but that we will prepare the evaluation if she can get the school to give us the completed information form

Shortly after getting the Revdex.com complaint, I emailed this client the following message: I regret that there was not better communication on our part with you For the past few weeks we have been very distracted with closing our office and opening two new offices During this process, with all of the distractions, some emails did not get the attention they deserved I am very sorry about this Based on our timing your evaluation is not actually late, but I understand you needed a response to your emails The evaluator has indicated that they will try to have your evaluation completed by next week At that time the evaluator will email to you your copyThank you, This evaluation was immediately given priority and a few days after sending the client the above message, her evaluation was completed and emailed to her and submitted to the nursing board

This clients has for the most part misrepresented or misunderstood the situation I understand the frustration that nursing clients can have as they go thru the process of trying to get qualified for a nursing license when they were educated outside the USA The process generally takes much time and it is a real challenge for an agencies such as our and for the Nursing Boards to decide an individual’s qualifications when there is such a great variation in training and education standards around the world This is all the more difficult when the foreign nursing schools sometime provide very poor academic records as is the situation in this case The school did not even show the hours in nursing education that is required on our forms and is the most necessary information to prepare the evaluationI understand that clients in this situation are tempted to express their frustration by asserting unprofessionalism and claiming negatives that are not the reality In actually, the real details surrounding this case represent a high level of professionalism by our agency and represents our commitment to the strict policies imposed on us by the Nursing BoardsThere is much that could be said about this client’s claims and her inappropriate manner in trying to communicate with her But I will limit it to the following: For a variety of reasons we thought it best to refund 100% of her money and recommend that she work with one of the other agenciesThe first time we mailed the refund check to her thru Priority Mail, the tracking information indicated the envelope was delivered and the client’s signature was actually in the post office record as having signed for the envelope! BUT SHE CLAIMED THAT SHE NEVER RECIEIVED THE ENVELOPE So we paid to have a ‘stop payment’ put on the check and we sent it again And again delivery was made with her signature appearing in the post office tracking information as having received the envelope! When I called her to see if she got the envelope, she pretty much refused to talk with me, except to say she did not get the envelope (even though the post office record indicated she had signed for it earlier that day)! The next day she did email me to say that she did actually get the check

I am rejecting this response because: [redacted] *nd his manager are clowns and avoid the important and dwell on the trivial to gave the rediculous explain, even lie, lie, lie..., don't their boss know they have problems with their charaters? How many customers they have lost because of their bad charaters? I don't want to waste any time on this kind of unworthy people anymore, just the boss need to know what they layFirst, I have writed in the mail to cheng I thank you him and I am very cautious when talk with him because he spent a lot of time and I am afraid I said some wrong words to make him unhappy, I have paid another agency but I have applied the refund but to choose ERES, why don't you show and say this to your boss?Second, why [redacted] *nd his manager are so shameless to say I am unsatisfied because of the express fee? Don't you fee any ashamed when you lie? Is the manager who told you to explain as so? I have written in the mail it's OK even you don't explain any things to me, I will also directly mail the docs to you, I also said on the phone it's OK about the charge fee, I am only consult you whether you could mail me the docs and I didn't ask you to mail me the docs, I am unsatisfied because you randomly told me to choose another agency even after I said above words to you, I also writed in the mail that choose another agency will waste my time also will waste yours as you have spent a lot of time, but what you say, you said you have provided good service and you don't why why I am unsatisfied and you are angry because I am unsatified? why don't you show above to your boss but to choose to lie? What is your logic to be angry even if I explained so many to you and just to express my opinion?? I can't understand at allThird, your manager called me not to explain or communicate but to tell me your agency is busy and proivde many clients evaluations every year, I should show good attitude when talk with you, isn't it silly to talk so? she shouted and speak loudly to me firstly, but why to say I lost temper? Yes, you are right, I shouldn't act like her because if I act like her, I will be the same with her, she called with this bad attitude and told you won't provide evaluation, even after waste so much of my time and already applied refund with another agency which have told you in email, I only said stupid and hang up, what you suppose me to do? Why you have dirty attitude, dirty service, dirty characters but to shameless to blame others use dirty words to that donkey? Don't to earn it but to ask it with shamelesss? Wow, she gave me new insights!Whether to be get tricked by the employees, it's their boss's choice, I don't want to waste time on this kind of unworthy people anymore

Generally our clients are notified by email to let them know that their application and payment has been received I am not able to verify if such a notice was sent or not Sometimes a client may miss seeing the email I realize that the person helping this client was having trouble getting thru to our office The communication break-down was in part a result of an unusual request when the client has emailed indicating that we (our agency) should directly submit the request to the Iraq University for the necessary documents This is very unusual in that the client is instructed to have the university provide the needed academic records The request was given to an evaluator to follow through on, but because of the unusual situation the evaluator did not understand that they needed to contact the clientWhat is most important is that after receiving the Revdex.com report I contacted (by phone) the person helping with this to discuss the situation and what is needed I made sure that communication would not be a problem by giving her both my email address and direct phone number It is always expected that the clients (nursing applicants) arrange that their universities send to us the need documents In this case, I was informed that the university in Iraq has requested we make the request and not the applicant I offered to get involved and help with this and as a result have devoted much time to prepare an appropriate letter and to attempt to communicate with the university I have done what is requested and I believe the person assisting with this is pleased with my involvement We are still waiting for the University to submit the information that is needed

Normally when we receive an application for a Nursing Evaluation we will notify by email the applicant to let them know their order has been received After the application is received we then must wait for the academic records to be sent to our office from the nursing school and for the verification of the international Nursing License Sometimes this can take many weeks before all of the needed documents are received When all documents have been received we generally will notify the applicant that thier documents have arrived and that the evaluation process can take place and be completed in about weeks.I am not able to say if the above mentioned emails were sent or not; generally they are sent, but maybe they were not in this case.The action I have taken as the Director of ERES is to call this client after receiving the original notice form Revdex.com I let her know that I will personally work with the evaluator who is handling this case to make sure it is completed with out more extensive delay To assure her that she would not have any more difficulty communicating with our office I gave a private phone number that always will go thru to our office and to me I also gave her my personal email address to make it easy for her to contact me

We appreciate the complainant's response and look forward to finalizing her evaluation without delay once we received the necessary documents from India.We consider that this matter has been appropriately addressed and resolvedThanks to this client and the Revdex.com