Enterprise Landscaping, Inc.

This student’s request to transfer back to March was approved and actioned by the College Board on March *, 2016.  The student should have received a confirmation of the actions taken.

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:

When I submitted the complaint I asked that Mike M[redacted] not call me back concerning it as I was not treated very nicely by him.  And he was the one who called me back as he said in his own words before we hung up the first time we spoke that I could not escalate it any further and if I tried I would be speaking to him again.  Before I actually hung up he said he would be speaking with me soon.  It was rude and uncalled for.  Here is what occurred - I enrolled my daughter, [redacted], online for the August SAT.  I did the enrollment the same way as I had done the previous 2 enrollments for her and asked that her results be sent to [redacted] and [redacted].  When she received her test score from the August test we went into their system like we did the previous 2 times to ensure the scores had been sent.  We noticed they had not.  We called customer service right away and they could not figure out what occurred.  That is when they said they would escalate the issue and WEEKS later we got a call from Mr. M[redacted].  Mr. M[redacted], from the start, said they would not send the scores and did not even listen to my side of what occurred.  He is unwilling to say their system might have had a glitch and he has been unwilling to escalate this any further for me.  He indicates a co-worker called me and I did not return those calls - that is not true.  I did not have any voicemails from anyone at College Board.  I told Mr. M[redacted] the last time I spoke with him that I sent the President of the company a message and he indicated that he was calling on behalf on the President and that is not true as my email had not gone yet to the President.  It did go yesterday. I am asking that this is escalated further beyond the department Mr. M[redacted] is in.  I understand that if you do not indicate your scores to be sent to a college and decide later you have to pay and we have for two additional colleges as seen in their system. As far as dcouementation, it did not occur to me that I needed to print each screen of the enrollment process as this third enrollment went just like the previous two I had done.  We have been unable to locate any emails from College Board for this enrollment but we know my daughter was enrolled because we printed the enrollment ticket right after we enrolled her and she turned it in the day of the test.  I have been treated like I don't matter and that I did not know what I was doing.  If that is how the College Board wants to say this is how they give good customer service than that is a shame and others should beware.
 
 
 
 
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:

There was no resolution by this "customer service" person. When I asked to speak to a supervisor, I was told I could, however I would get the same response. This college board has monopolized the sat testing and makes it impossible to go to a competitor. You can see the weak response I received, that it was my responsibility to check their website.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Per Customer Care Specialist [redacted]:I sent an email to [redacted] at around 8:33AM on August [redacted] in order to receive demographic information regarding the test taker. [redacted] called in around 9:34AM on August [redacted], the same day, she provided the information for her son, [redacted],...

allowing us to create a record. I requested she send her letters to me via email due to them being held up. I received the letters via email around 11:00AM August [redacted], but our team found her son’s scores had indeed been placed to be permanent already. I put her letters in our case as a record of her request, and emailed her back at 11:50AM notifying of the scores being permanent. I also spoke to her at the same time, and she confirmed she will call me back should they be inaccessible at any point.We are currently reviewing the mail issue with our Vendor in charge of that geographic location.

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. The Accounts Receivable Department sent the following e-mail:"Good Afternoon,  Thank you for...

contacting The College Board.  I confirmed with SAT Customer Service that the order was placed via your online SaT account.  As the test was not taken we have made a one-time exception to remove the balance due.  For questions please contact SAT Customer Service:Domestic: ###-###-####International: ###-###-####Email: [redacted] Thank You,Accounts Receivable[redacted] 
 [redacted]"Connect to college success""
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:

College Board is still not addressing the actual complaint that I posed. My son never wanted to write the answers in the test book. He wanted to work out the problems in the margins according to the proper test parameters. He was forced to do all math problems in his head rather than work them out at all. I spoke with representatives from college board who verified that this should have been allowed. College Board also refused to return my calls or emails within the time parameters that they provided. We are well aware that the test is offered at other times, however, my concern is that it will be administered wrongly again and that College Board will once again do nothing to remedy the situation. The customer service received from College Board was rude and completely unsatisfactory.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:At this time, my complaint, ID [redacted] regarding The College Board has been resolved.
(By clicking "OK", your complaint will be closed as Resolved.)
Sincerely,[redacted]

Our records show that this student's SAT scores were sent to his high school in May 2010. Based on the time when these were sent we cannot investigate these records at this point. Attempts to investigate with the school have gone unanswered. At this point due to the age of the tests we cannot resend scores to the high school.The customer has SAT scores available in the archive that can be reported to schools for admissions purposes.

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. However, I do not believe it is satisfactory to College Board's other customers who may still remain in the dark about the company's non-functioning system. Had I not rigorously followed up with College Board I would never have known that my scores were NOT being sent; nor would anyone at College Board. Each college has a deadline for receipt of scores. By keeping customers in the dark about the company's failures, College Board is risking the education and futures of all of their customers. The time to tell customers that the company's system is down (which it has been for months), and that because of this orders cannot be processed, is *before the customers pays for the service -- not after.Because College Board is a monopoly, the only organization who can distribute SAT scores, it is understandable that customer service does not rank as a priority. Ethics, and right business practices should be reviewed carefully at this organization, and should be reviewed under public scrutiny.
Sincerely,
[redacted]

Customer Care Specialist, Trish B[redacted], made outreach to [redacted] on 10/**/17.  The customer was advised of where the information was sent and discussed the issue with the customer in detail.  As a result of this conversation, [redacted]’s November 2017 SAT registration was...

reinstated.

Customer Care Specialist, [redacted], reached out to the customer and explained the service, delivery time frame, and suggested uses of the document.  All customer issues have been addressed with the customer at this time.

College Board requests that this complaint be closed and noted as 'customer not satisfied'.  The issue has been addressed with the customer and a resolution provided.  We will not be providing any further options. Per Customer Care Specialist [redacted]: On August **, 2017 I advised parent of our policy and provided an explanation as to why we are unable to accommodate his request for an essay section make-up. We received a follow up to our decision on August **, 2017. In review of this complaint, we are still unable to extend any options to the customer. To reiterate, while test takers can add or remove essays on test day, this option is only available if there is sufficient space and material.  In this case no material was available. This is not a scenario where a makeup test can be offered.

Per Customer Care Specialist, Tia B[redacted]:On March **, 2017 initial email communication went out informing the student that the June 2017 test was cancelled due to non-receipt of a verification form sent to the student. Parent called into call center regarding cancellation and on March **, 2017...

additional email correspondence was forwarded to student and parent regarding the reason registration was cancelled.  On March **, 2017 the mother re-escalated concerns requesting a phone call, also sent an email regarding her complaint. On March **, 2017, we provided student a new verification form link to consider student for testing in June 2017. On March **, 2017 we received completed form and we sent an email to the student and parent confirming a completed registration for June 2017. Parent contacted back on 04/** requesting different test center for June 2017 and once re-reviewed, we accommodated test center request change. The student was reassigned to the requested test center and email sent to the parent confirming June 2017 SAT exam information. No other action was needed. The customer was satisfied and this case has been closed.

Revdex.com:I received an email resolving this yesterday
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 habeen resolved.
Sincerely,
[redacted]

Contact was made to the parent by Case Manager, Victoria W[redacted] on 12/**/16.  Outreach was made again by case manager, Tae D[redacted] on 1/*/17 to notify that scores were available.

Per customer care specialist Corinna M[redacted]: The College Board contacted [redacted]  on November **, 2017 by email advising that a partial refund was being processed for the October Registration and her feedback regarding her experience was noted. On November **, 2017,  a voice...

message was left following up on the inquiry and an email was also sent. [redacted] was provided with a point of contact at College  Board should she have any further questions or concerns and information regarding the refund that was processed.

The student's account information was updated on 5/**/16.  We have confirmed with the parent that the student was able to test.  This issue should now be resolved.

We have reviewed the customer's account and do not have record of a January 2016 SAT registration. We are unable to accomodate a request to take the test during a makeup administration if we do not have an registration for the original test date.

Response from Customer Care Specialist [redacted]:I made outreach to the customer on May *, 2016. I initially left a voicemail advising that we were unable to update the student’s photo at this time. I advised student could transfer registration to a future test date once fall dates were...

announced. I provided my contact information and offered assistance transferring SAT or answering any additional questions.  The parent called back and we spoke regarding this concern. I advised that we could not update the photo or change the registration this close to the test date. I advised parent that student could attempt to test but would likely be turned away on test day as photo does not meet our SAT photo requirements. I listened to feedback regarding negative experience with CB call center and advised I would provide feedback for training opportunities. I provided customer again with my contact information and encouraged her to contact me directly with all future inquiries. I am unsure if student was able to test on May *, 2016.

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:

I have still not ever spoken with someone from College Board who can help me. Any correspondence that I received from them was via email and did not address the original complaint. I specifically indicated that I did not wish to correspond via email and that my desire was to speak to an individual at College Board. I have left 2 messages on Ms. W[redacted]'s voice mail but she has not returned my calls. I have also called the Customer Service line for College Board and have been assured that someone would call me within 24 hours. This has not happened. My son was not allowed to write in the margins of his test booklet during the math portion of the SAT. I would like to speak to someone who will address this issue with me. To date, I have called College board on 7 separate occasions, yet, no one will return my call or speak with me personally in spite of the fact that I have been assured that my case is of utmost priority and that I will receive a return call within the day. 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]