Enterprise Landscaping, Inc.

Per Customer Care Specialist *** ***:We have issued the refund for the customer. The funds will go directly back to the card used to pay within 3-business days. I attempted to make phone outreach to the customer but was unable to get the call to go through. An email has been
sent to advise of the refund and my direct contact information has been provided in the event that additional assistance is needed

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
The policy statement that was sent to me does not address, explain or account for the free score reports that are to be included with each SAT registration Where does it say in the policy statement that those free score reports cannot be applied and used to send previous score reports if the students opts not to take the exam on the date that they registered for? I would appreciate seeing this specifically in their written policy and highlighted for me This is part of my complaint and has not been addressed by College Board--the highlighted text in the policy statement they sent me does not address this nor do their previous responses. Sincerely,*** ***In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

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

Adding a customer do our "Do not Contact List" does not remove the email address from our system. We are still able to pull up any information we have for the customer with the email address. We do not have nor do we appear to have ever had this customers email address, therefore it would not have been "sold". In addition, we do not sell email address, if a student requests to be a part of our student search service, we provide their information to colleges and universities based on their answers to a questionnaire. Again, we could not have done this without having this customers email on file which we do not. I recommend the customer contact the institutions he is receiving the email from for further information

The College Board’s records indicate that both June 2015 and October 2015 SAT scores were included in the reports that were fulfilled to the schools listed belowOn February **, subsequent to the messages that were sent to the customer by the schools, the College Board made outreach to each admissions office to investigate the issue *** *** *** *** ***
*** *** *** *** *** ***The above file information was provided to *** *** on February ** and he was able to retrieve and verbally confirm both June and October scores from the file sent by the College Board on November **, *** *** *** ***
*** *** *** *** *** *** The above file information was provided to *** *** on February ** and she was able to retrieve and verbally confirm both June and October scores from the file sent by the College Board on November **, *** *** ***
*** *** *** *** The above file information was provided to Jessica on February ** and she was able to retrieve and verbally confirm both June and October scores from the file sent by the College Board on November **, The College Board cannot control or comment on any issues with initial retrieval of scores by an institution, but has acted with due diligence to investigate the complaint and verify that the scores were sent correctlyThe admissions offices have confirmed that they are now able to see the full reports that were originally sent on November **, in their records

Good Afternoon ***,A CLEP Customer Servicerepresentative will be in touch with you within the next 24-hours to speakwith you about a CLEP Voucher/the renewal of your CLEP registrationWhen your order was placed, theordering terms and conditions and the expiration policy were included (1)
inthe ordering FAQ and (2) on the right-hand side of the ordering screen. Over the past few months, the CLEP Program has made several major enhancements,which include expiring ticket email reminders and more prominent expirationmessagingWe do apologize that the messagingwas not as prominent when you placed your order and look forward to workingwith you to renew your lapsed registration at no additional cost

From Customer Care Specalist, *** ***:*** ***’s fee waiver was rejected due to the grade level being processed incorrectly on her registrationThe grade level was updated, the fee waiver applied, and finance removed the balance from the student’s accountI emailed *** *** to
notify and provided my direct contact information for further questions or concerns in the futureI also addressed the issue with getting admission tickets to him directly due to limited email access and unreliable mailPer my discussion with Jen, I recommended that he work with the student’s to have them come to him to print off their admission tickets from their accounts, call Alorica to have the admission tickets emailed to him, and reiterated that he has my direct contact information if he still needs assistance with receiving the admission tickets

Per customer care specialist *** ***: I called and left a voicemail message on today, August **, for the parent of *** ** to follow up on their complaintI received a call back the same day and discussed the following with *** **I explained the processes for adding or removing
essay, which states that you have the opportunity to add or remove the essay on test day, with supervisor approval and if sufficient material and space is availableI then directed parent to website as well as printed materials that provides explicit instructions regarding adding essay and that there are no guaranteesI denied the request for an Essay magiving general explanation of when a make up might be offeredI provided example of unforeseen test center closureI also expressed that if and when a mais offered it would be for the entire examParent became upset stating that I was wasting his time if I am not going to help himHe wanted to know why I called if I wasn't going to provide him with a solution to the problemAt that point I explained again, we will address any information that may have been given to him that was misleading or unclearAgents are coached for training and development purposes to mitigate the possibility of misinformation being providedI reiterated again where the essay policy information can be found and is available to himAt that point he stated that he is fully aware and understands the policy now, but thought we would do more to address the information provided by the agent, and doesn't know why I am calling if I cantI explained that in review of his escalation I called back to make certain he was communicated with and provided with clarification and that not all escalations result in the resolution that the customer request or desireAt that point the customer indicated that there was no need for us to talk any further and ended the call

One March **, about 4:30pm the technical specialist, Victoria W*** called customer *** *** ***She was unable to reach him, however, left him a detailed voice message requesting a callback so that she would be able to assist him with collecting the payment and to not leave the payment
information on my voicemailShe also informed the customer of acceptable times to call back At 5:pm the customer called Victoria backHe provided her with his credit card information and wanted to ensure that he would be covering all fee’sVictoria advised him that she would be working with the finance department to have the balance cleared as quickly as possible, as well as she would inform him when the balance has been paidShe further advised him that he may receive additional invoices in the mail, however, these may be disregarded The customer had questions regarding the College Board’s ability to process a payment and wanted to express how frustrated he has been with this processHe wants to make sure that with this current call the issue will be resolved and he will not have to deal with the College Board againVictoria provided him with all information available and apologized for the frustrationThe two agreed that the last communication would be a follcall to ensure the payment has been processed On March **, Victoria worked with the College Board finance department to apply the payment to the accountIt was done within a matter of minutesVictoria called the customer back to inform him that the payment was processedHe wanted to ensure that no other interaction would be needed and Victoria ensured that no other action was neededThe customer was satisfied and this case has been closed

We are currently investigating the customer services issues on our end. In the meantime, the student's scores are now available via their online account

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

Per case manager, *** ***I have tried to contact this customer numerous times; however, I have not received a responsePlease see below. Contact dates:10/**/2016Called ###-###-####/no answer or
voicemail.Sent email to parents email to have her contact me to discuss request10/**/2016Called ###-###-####/no answer or voicemail /recording stated phone is out of reach and to try back laterSent email to parents email to have her contact me to discuss request I have reviewed the student’s account and there are no other phone numbers or emailsThere is the student’s email but I need to speak with the mother

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
as of this writing the institution(Prepscholar) has still not received a physical copy of the score reportThey have confirmed to me that they require a hard copy score report and a electronic version will unfortunately not be acceptedHence, I would like to see if CollegeBoard could:(A) State in writing of the address my score report was sent to and the date it was sent(B) As a courtesy, resend the physical score report to the institution at:PrepScholar IncAttn: Score Reports *** *** ***
*** **
*** ** ***I thank CollegeBoard for their assistance and appreciate their understanding for this situation.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

College Board has been in direct contact with the customer and all options we are able to provide to the customer have been provided. We understand that customer does not agree with said options but they are also aware that no additional options will be provided

Customer was contacted 10/** by case manager, Denise Z***. At that time, a refund for the rush fee was given. The student's scores were transmitted 10/**/16. The university will need time to place the file in their system but at this time, the reports have been delivered

Response from Customer Care Specialist, Vanessa D***: *** ** contacted our customer service department due to the fact that the score report order he had request in December was never delivered. In order to resolve his issue I reached out to confirm his mailing address. We
placed a new order and requested tracking information. That new order was fulfilled on 04/**/and tracking information for *** delivery was provided to the student. Per the tracking information the package was to be delivered on 04/**/16. This new order was placed at no charge to the student and his case is now resolved

Customer Care Specialist Oscar S*** spoke to the parent today. The reason for the delay in scores was a billing issue. The customer has been provided with instructions on how to submit payment so that scores can be released

Revdex.com:I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
Again...hearsay. At this point, I will be taking further action to expose College Board for fraud and negligence
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.Sincerely,*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:Sirs,I have tried to respond straight from the Revdex.com website link to the complaint but it won’t allow me to do this as it states there is no action needed on my part I have reviewed the response to my complaint from College Board and I have left messages for a return call from Valerie Marzak and all of my messages have gone unreturned. *** *** states that College Board attempted to resolve the issue by rescheduling the test. This is incorrect. I have every email sent and received from College Board and, each time, rescheduling was denied. At this point, I would like a refund. This has been going on since December. The next test date is not until October and, at that time, he will already be in college. I was given days to respond. I have been trying to resolve the issue with College Board. Today is the 6th day and my response is above Thank you, *** ***
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
I have seen the scores and we did get
notification, however, the basic premise remains unclearWhy did not a single person return my calls in the time frames they provided me? Why was there a delay on publishing some of the scores and not the othersThe fact that some where delayed and others were not and some still have not been published leaves me feeling uncertain about the validity of the scoresThis process should be transparentThere should not be secrets when delays occur it hurts the credibility of the program. Thanks for listening Sincerely, *** ***
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***