Enterprise Landscaping, Inc.

The Office of Testing Integrity reached out to this customer regarding the investigation, provided information about the status, and expedited the review. We cannot disclose any further details of the review per the SAT Terms and conditions regarding SAT score investigation:As the College...

Board test administrator, ETS ensures that the SAT is fairly administered on test day. The College Board and ETS strive to report scores that accurately reflect the performance of every test-taker. Accordingly, ETS standards and procedures for administering tests have two primary goals: give all test-takers equivalent opportunities to demonstrate their abilities, and prevent any test-taker from gaining an unfair advantage over others.ETS reserves the right to dismiss test-takers, decline to score any test, and/or cancel any test scores when, in its judgment, as applicable, a testing irregularity occurs, there is an apparent discrepancy in a test-taker's identification, an improper admission to the test center, a test-taker engages in misconduct, or the score is deemed invalid for another reason, including, but not limited to, discrepant handwriting or plagiarism.Investigations that are pending are kept confidential. When, for any of these reasons, ETS cancels a test score that has already been reported, it notifies score recipients that the score was canceled but it does not disclose the reason for cancellation unless authorized to do so by the test-taker, there is suspected impersonation, in certain cases that affect a group of test-takers, or where required by law.

Per Case Manager [redacted]:I have spoken with both the ** and the parent this morning.  I confirmed March and June 2013 SAT scores were received when I spoke with [redacted] at [redacted].  I informed the parent that scores had been received and advised her that students’ scores...

arearchived one year after graduating High School.  I notified her that as a one-time courtesy we have processed a refund of the $31.00 archive fee , but did advise her that going forward the $31.00 archive fee will bevalid.  I told the parent to expect the refund to appear on the credit card that was used within 3-5 business days.

Per case manager Caitlin N[redacted]: I issued a refund for the duplicate SAT score report order placed on November **, 2016 by the customer, [redacted] I attempted to contact the student via the cell phone number provided in his correspondence. Unfortunately, I was unable to reach the student and...

there was not an option to leave a message.   I called the home number on the student’s account and spoke with his mother, Jinghu, who was aware of the student’s inquiry and concerns. I advised Jinghu of the refund issued for the duplicate report and the timeframe in which the funds should be received. I advised the customer of how to use the score choice option and answered her questions about the score reporting  process. I advised that as the order was fulfilled, we could not make any changes at this time. She was appreciative for the refund and the information. I provided my contact information to answer any additional questions and to offer future assistance.

Details regarding the delay in score delivery can be found on our website:  [redacted].  This students score report order has fulfilled and the parent has been notified.  The student can also see the fulfillment via their...

online account.

Scores became available today.  We have contacted the parent / student to notify.

A refund has been issued to the customer as of 11/**/16.  The customer was contacted by email to advise.

Customer care specialist, Victoria W[redacted], has been in contact with the customer.  We advised that we cannot send with tracking information as this service is sent via standard mail.  We have faciltiated a free resend of the service and Victoria notified the parent to contact her directly if...

the service is not received by the December test date and we will issue a refund at that time.

Case Manager Victoria W[redacted] made outreach to [redacted]
today.  She attempt to explain our
policies and that score send fees are valid but was hung up on by the
customer.  I have attached a copy of our
terms and conditions which are agreed to before a student can register for an
SAT...

exam.  As is shown in the highlighted
area, our policy regarding score recipients for scored registrations is clearly
communicated.  We are not able to report
scores for exams not taken, even if a student has taken previous exams.

The customer has previously been advised that this is not an exception that we can make.  The QAS is not available for the June exams for any student and will remain unavailable for that exam.

Lead Customer Care Specialist, Reid R[redacted] has made contact with the customer.  A refund was issued for the initial archive fee as the customer was provided misinformation by the original call center agent she spoke with.  Reid is working with our internal data team to obtain the...

percentile information and will maintain contact with the customer.

[redacted], mother of [redacted] contacted The College Board on Friday March *, 2016 with regards to the March *, 2016 SAT exam. Her complaint was due to a photograph on her daughter's registration that did not meet our guidelines.  I made outreach on Friday, March [redacted] via the telephone...

number listed in her case.  She did not answer and a voicemail was left asking that she call back and I provided the hours that I would be available that day.  I did not have a response from the customer on Friday or the following week so on Wednesday, March [redacted] I checked her account to see that she had chosen to transfer the March SAT registration to May.  At that time I made outreach via email and advised that it appeared her case was resolved since they had transferred the registration. Her case was then closed.  A new case was received regarding the same issue on March [redacted].  At that point I made outreach again via her phone number and left another voicemail, I also sent [redacted] the email listed below.  I outlined to [redacted] the policy for our photo requirements as well as making changes to the registration.  I explained that based on our policies the fee of $28.00 that she paid to transfer her registration was valid.  I included in my email links to our website regarding both policies so she could review them herself.  She has been provided all of the information pertaining to her case and there is no further action that we can take to rectify her situation.  The responsibility to ensure a valid photograph is loaded onto the admissions ticket belongs to the student/parent who is registering and in this case the photo that was added did not meet our guidelines.  Greetings [redacted], I just left you a voicemail regarding your case.  I wanted to follow up with some more information regarding this situation.  To clarify, The College Board does not make outreach to the test centers regarding student photographs.  In some instances test center supervisors will review their rosters and make outreach to students if they see a photograph that does not match our policy.  However, this is not something that is prompted by any outreach from us nor is it encouraged.  Per our terms and conditions it is the student’s responsibility to ensure that their photograph meets the guidelines as outlined on our website.  Unfortunately, [redacted]’s photograph did not meet those guidelines.   You can review our photo policy at the following website [redacted].  Unfortunately, because it is the student’s responsibility to upload a valid photo, the change fee of $28.00 that you paid to transfer the registration is a valid fee.  Additionally, any changes to a registration must be made 5 days prior to the exam.  Again, you can find the information on changes at the following link [redacted].  While it was courteous of the test center supervisor to contact you directly regarding the photograph it was not something that would have warranted an exception to our policies.  If you have any questions regarding our policies or photograph requirements or any additional concerns surrounding your case, please do not hesitate to contact me.  You can reach me directly at ###-###-#### Monday through Friday from 9:00 AM - 5:30 PM EST or at [redacted] Sincerely, Vanessa D[redacted] Customer Care Specialist Ces The College Board

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:

The "answer" given by College Board is inconsistent with the facts of the day.  The following issues are simply denied and/or not considered by the organization:   My daughter arrived more than 30 minutes early to the wrong test center (as indicated on the ticket issued by College Board and printed the evening before the test).  I did help her find the new center the day of the test. The fact remains that as stated by the official who answered the phone at the testing center- my daughter AND I both spoke with when my daughter arrived to the correct test center (not 30 minutes late, my daughter first arrived at 8:06, 6 minutes late to the center) and the center did not have a test for my daughter to take and did not have her name listed on the roster of students taking the exam that day. I was "refunded" $17 without ever being consulted about the result - the fees to take the test were $57.  There isn't even any logic in their refund process.  Once again, I assert that the organization lacks accountability and oversight.   
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[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:

 My daughter would still like to register for the makeup February 2016 SAT.
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[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:

Thanks you for your response, College Board sent the SAT score on Oct ** for the [redacted] (Oct *) request after we call and complaint. The 2nd request (early Oct ** before they sent [redacted] request) for 2 days service did not sent as they say will sent out in 2 days with the charge more than 42 dollars for the second time. If they did not provide me this service they should not charge it and refund to student it turn out I pay them 2 times (one for regular and one for rush service). I have included the capture pic status I just login today on College Board. I just want It to be fair and honest with student. Have a good day and thank for your help.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

This refund should have been issued upon the initial call and the representatives will be coached. The refund has now been issued and a voicemail has been left for the customer to inform.

Customer Care Specialist, [redacted], investigated this issue.  A refund was issued for the $28 change fee that was paid as it should not have been charged due to the issue with the location transfer.  That issue will be addressed with our call center staff.  Another refund in the...

amount of $12 was issued for a duplicate score report that was placed.  Our records indicate that the score report order was fulfilled, so if there is an issue with the university receiving the scores we can investigate from that end as well.  A voice message was left for the customer and direct contact for [redacted] was provided should the customer have any additional issues, or needs us to research the receipt of scores by the university.

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]
 
This company is full of incapable irresponsible people who are set to mess up your life.    They promised to correct info. on my admission card for the test for the first test I was sitting, but did not do so on time so I could not take the test.     They logged it as an issue with a number, and promised a 48 hour response.   It did not get dealt with for weeks - the test came and went.   To reach them - long hold times, explaining the subject again and again and of course, dealing with someone on a different continent, who is mostly reading from a script.    NEXT WHEN THIS ISSUE WAS FINALLY RESOLVED and the date set down, some weeks later - THEY MOVED MY TEST TWO MONTHS, OF THEIR OWN CHOICE, and then WOULD NOT MOVE IT BACK AGAIN.     So, I lost my chance to get to University this year.   A year wasted for my education.   AND THEN they try to shift the blame to me.    This company is badly run, full of people that have no power to do anything, the rot probably goes all the way to the top.    They think someone is not going to swear when they do this to someone?
And now they do not admit their wrong?    In a word [redacted].
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

I called and spoke to [redacted] today.  I explained that when you register for an SAT exam, you agree to terms and conditions which state that a full refund of the registration fees will not be issued once the registration is processed.  Since the customer did contact us to request a...

refund prior to our partial refund deadline, I was able to refund the approved $10 which is also outlined in our terms in conditions.  I noticed that the student has also requested $33.75 in score reports when she registered.  Since the student did not test, I was able to cancel these reports and issue a full refund of $33.75.  The total refund for this issue was $43.75 which will be processed back to the credit card used at the time of purchase.

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]
 The emails didn’t come from their domain because they sold/shared my email with 100s of schools.  Each email from ebery school points back to the College Board.   My email was not in their system when they looked because I had already unsubscribed from their list, which I never signed up for to begin with.  They claim that the issue is with gmail, that google is somehow responsible for me getting emails that belong to another person, which is bogus.Bottom line is this.  Somehow, they got a version of my email address that they then gave or sold to hundreds of colleges who proceeded to spam me.  I appreciate their support team reaching out.  They were responsive and did their best to help.  My complaint is not related to their customer service.  It is to their broadcasting my email address without my permission.  That is the problem with buying and selling email lists.  You end up facilitating or participating in spamming.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Per customer care specialist, [redacted]:·         Consolidation of all SAT® and PSAT® accounts for the student has been completed. Account and Scoring information is viewable under username...

[redacted].·         Processed refund of the $15.00 scores  over the phone fee, as the student’s account should have been merged and student would have been able to view the scores at no cost.·         Called parent and LVM to advise of actions taken.·         Also emailed parent to advise.