Enterprise Landscaping, Inc.

Customer Care Specialist, Arielle S*** contacted the customer on 11/*/and was able to provide a confirmed seat for the November SAT exam due to an agent error. The mother was charged only the change fee for changing the test type

Good Afternoon,College Board does not have a process to support partial cancellations of subject exams. Our cancellation forms states that all scores will be cancelled. We reviewed the additional correspondance sent in with the request and provided the customer with the option to
reinstate all scores for exams taken that day or to have them remain cancelled. The customer elected to have the scores reinstated and they are now available via his account.Thanks!

Per our Department for Services for Students with Disabilities (SSD): The College Board Services for Students with Disabilities (SSD) has spoken to the complainant on numerous occasions regarding her son’s denial of 200% extended time (triple time), and has explained the request process and
reason that the accommodation was denied. The student is currently approved for several accommodations for College Board tests, including 100% extended time (double time), but after full review by qualified professionals, it was determined that triple time was not needed. The College Board’s accommodation request policies are available on its website (***) and are in compliance with all state and federal laws, including the Americans with Disabilities Act and Section of the Rehabilitation Act. College Board Services for Students with Disabilities (SSD) customer service and clinical staff spoke with the complainant and school counselor at least times regarding the student’s requests for accommodations and SSD policies. Most recently, the complainant called the College Board on December *, 2016, and a College Board clinical staff member (a licensed psychologist) called her back the following day. After discussion, the complainant asked to speak to her supervisorThe staff member explained that her supervisor was out of the office until December ***, but would call her when she returned. On December ***, the supervisor (SSD Director of Clinical Review) spoke with the complainant at lengthShe explained the reason why the requested accommodation (triple time) had been denied and made suggestions for additional documentation that could be helpful. The complainant indicated that she was gathering the information, and planned to resubmit the request for triple time with the additional documentation

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 College Board only reached out to me because I listed a complaint with the Revdex.com, and yet the woman from customer service acted as if she was following up on my request to them, which was absurd, but then acted as if she didn't know any details about the complaint She asked what the problem was and when it happened, as if she hadn't received the information from Revdex.comSecondly, she proceeded to restate the exact same scripted information that I had already been given, which was unsatisfactory then and it still is nowI only wish that this script that they are sticking to now had been given to the woman I spoke with from customer service who gave me the wrong information in the first place! Not knowing that I was getting incorrect information back when I did in November, I didn't know to write down the first name and ID# of the person I first spoke with, which I highly recommend to anyone reading this! When you deal with anyone over the phone at CollegeBoard.org, write down his or her first name and ID#, and the date and time you spoke with them and keep the information in your fileThey will provide you with this information at the beginning of every call, and they give it to you quickly, so ask them to repeat it, and write it down. When I told her that I already received this information, which was the basis of my complaint, she kept repeating the same script, as if it would resolve the issue if she continued to say the same thing multiple timesAfter going around and around like this for a few minutes, and her repeating the script AGAIN, I told her that we didn't need to keep going over itIt seemed as if she didn't want to be the one to end the phone call, so she kept asking me how we could resolve this, and I told her we couldn't if, and I repeated myself: she wasn't able to tell me when the scores would be sent or give me a refundShe told me that she could not tell me when the scores would be delivered but that it would be "soon" and could not refund me, and then she asked me again how could we resolve this? She seemed prepared to stay on the phone with me as long as it took to motivate me to end the conversationAfter another round of this, I wasn't going to keep repeating the same conversationI thanked her for her time and I hung up, which isn't the same thing as hanging up on someone, in my opinionI'm not saying that I wasn't frustrated but I feel confident that if someone listens to the recording of the call, it will be apparent that she was using a well-known customer service tactic of pressuring the customer to be the one to end the conversation and then saying that the customer hung up on them, to make it appear as if the customer is the problem. CollegeBoard has NOT resolved this issue to my satisfaction What I will not appreciate however, is another phone call from CollegeBoard.org to repeat the same script over and overIf they are willing to give me a refund and/or notify me that they are changing the way that they communicate with customers, then I would appreciate a call Otherwise it would be a waste of my time and their timeCollegeBoard is operating this way because they can, because there is no consumer choice here, families are forced to use them if they have a student taking these exams and we have no other entity to appeal to when things go wrong It is very frustrating indeedMeanwhile, my son's scores are still "pending", a word that I have developed a very strong aversion to!
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 becau
As I explained to the individual on the phone, I elected for the score reports to be sent upon signing up for the test. Why the request wasn't processed I cannot say. There was no indication that the reports weren't sent until the university my daughter applied to did not receive the scores by October, well beyond the College Board deadline. I can't possibly be expected to have proof of something I did electronically on a website several months prior. I did not anticipate a problem.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Per Customer Care Specialist Val M***: The customer first contacted us and placed an Archive Report request on August **, 2017. He contacted us back on August **, requesting the order be changed to Rush status and also wanting an additional score report. He was advised that
a new order would need to be placed as the previous order was already being processed and all fees would be valid. On August **, our Escalations Department attempted to contact the customer to verify if he still wished to have the order processed via Rush, receive a second additional score report and if so process payment for the valid fees. We again reached out to the customer on August **, to advise the Archive scores had been located on August *** 2017. When speaking with the customer we confirmed the address where the scores will be delivered to and confirmed an additional copy is no longer needed

Per Customer Care Specialist *** ***:I (The College Board) spoke on the phone with *** *** *** *** ***’s mother, on October **, I verified with *** *** that she had transferred ***’s October SAT registration in error to the November test date, as she believed
*** was not admitted to the test center on the October test date*** *** then confirmed that *** was able to test on the October SAT test date and requested to transfer ***’s November SAT registration back to October I transferred ***’s November SAT registration back to October, at no cost, and issued a refund of the previous change fee as a courtesyI advised *** *** that ***’s new October SAT registration would need to be matched to her answer sheet for scores to be facilitated and we (The College Board) anticipated ***’s October SAT scores to become available in approximately 7-business daysI advised that we could not guarantee an exact date that ***’s October SAT scores would become available, but assured *** *** that I would follwith her as soon as we had an updateI provided my contact information and I did not hear back from the customer with any follquestions or status inquiries ***’s SAT scores became available today, October **, This afternoon I made two phone call attempts to *** ***, I left a voicemail on her preferred telephone number to let her know that ***’s October SAT scores were now available to view through her online accountI provided my contact information again and encouraged her to contact me if she had any questions At this time, I have not heard back from *** *** and there is no further action that can be taken regarding this concern

The customer called us on 11/*/because she was contacted by the test center prior to the exam and advised that she would not be able to test due to the invalid photo on the admission ticket. At that time, she was advised by our call center agents that the photo did not meet our criteria
and a refund would not be provided. The student had tested previously at her high school with an invalid photo and should not have been admitted to either exam with the photo on file. We are following up with that center regarding compliance with our photo guidelines. She may have been admitted at that center because it was her home high school and staff may have recognized her. The November exam was not taking place at her home high school. Photo guidelines are available on our website for review at any time. *** In addition to this policy, the customer also agreed to terms and conditions when registering, which state that refunds are not offered for registration feesCustomer Care Specialist, Victoria W***, contacted the customer again on 11/**/to follow up on the case that was escalated from our call center. The customer was again informed that the photo did not meet our clearly published guidelines and no refund would be issued. We received the Revdex.com complaint on 11/**/and Victoria again followed up with *** ***. *** *** advised that she did not want Victoria to review the student’s specific case with her again. She advised that she would continue to escalate her complaint elsewhere and hung up. At this time, the complaint case has been closed as the customer has been advised of policy multiple times. No refund will be issued and any further complaints will be directed to her case manager, Victoria W*** and the same information will be provided. The registration will remain on file and can be changed to a future exam date for a change fee

Per Customer Care Specialist, *** ***:*** *** has been contacted and her complaint placed on August **, has been resolved.An investigation of the student’s account was completed on August **, It was confirmed that the student had been placed at Mission High School in San
Francisco for the August **, SAT administration as per our standard processes.On August **, 2017, Customer Care Specialist *** *** spoke with *** *** regarding her caseShe was advised of the fact that her student was placed at Mission High School as part of a bulk transfer process that occursShe was advised that a bulk transfer occurs when a testing center reports to The College Board that based on an unforeseen event, it is unable to accommodate all of the registered test takers for a given administrationThe College Board then works to place the impacted students at other nearby test centers.*** *** reported the following:She was satisfied that her student was placed at Mission High SchoolShe had everything she needed for her student to test.No further action was required in this case

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***3, and I will wait until before the next test date to see if I will receive the service or not Otherwise I will request a refund.Sincerely, *** ***

Direct contact for Tia B*** is ###-###-####. She is working directly with the customer to address this issue until completion

A total refund of $was issued on 8/*/15. The refund was issued directly back to the card that was used to pay. It normally takes 3-business days for the refund to be received but this also depends on the individual bank. If the customer has not received their refund, they should contact their back directly

We have been in contact with the customer. A refund for one of the score send orders was processed. The parent understands that she will be contacted by AP services to resolve the issue with attending institution. We have also contacted the designated institution to confirm that
they have received the scores

Student outreach made multiple times (twice on 10/**, once on 10/**, and again on 10/**)Spoke with student on 10/**, other calls were voicemails Institution outreach made and they advised that they will not accept a Score Report letter and would only accept the official copy via mail or
electronic delivery.Due to age of scores, score send from late October was mailed, not sent electronically Confirmed scores were sent in 10/* batch to AZ State at the following address:*** *** * *** *** *** ** ***Due to non-receipt, two rush orders were placed One Hand addressed to attention of Matthew S*** One Electronic In addition, order from 10/* was resent.Copies were sent to the University and the Student. DI Address: *** ** ***
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Good Afternoon, We have been in contact with this customer many times. We have explained that we have not account activity to show that score recipients were added by our deadline and the customer is not able to submit proof of this. We will not be providing any further options. There were no documented system issues and many students were successfully able to add score recipients to their registrations. We are requesting that this complaint be closed as “customer not satisfied” with response. Thanks, Jessica B*** Lead Customer Care SpecialistCes The College Board*** *** *** *** ** ***
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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 customer care specialist *** ***:On Tuesday November **, 2017, technical Customer Care Specialist *** *** received a fax from *** *** in regards to receiving *** ***’s admission ticket*** was able to locate a pre-existing case for the student and emailed the
admission ticket to the requested email address Dennis is a TIP student and unable to have an account at this time, which would be the cause of trouble in receiving the admissions ticketAt this time the student has been sent the admissions ticket in order to test for December *,

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 tried on three occasions to reach Victoria W*** and had to leave a voicemail requesting a responseI also have sent emails to her with detailed information The first email was on March **, I have attached scanned copies of emails sent and receivedI have received only one response from her in the form of a email dated March **, with information about a wrong test date Her email States based on account activity the issue is resolved because he was able to test in March This information is incorrectMy son took the test two times in in May and NovemberThe test that I'm disbuting is March not 2015. I responded to her with this information but she hasn't repliedI have called and left voice mail messages twice since she sent the emailbut no response from her. I still want a refundMy son now has no need to take the SAT since he has had several applications accepted at collegesHe doesn't need the test from College Board
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:
The following is what I received from Leandra L***I have copied and pasted my e-mails with herMy daughter and I thoroughly checked their website for information and did not see what she sent to you in her response on any page on their website at the time we were lookingOf course, a business can change a webpage at any time, which is what I feel they have done in this caseAs a matter of fact, that is what I suggested they needed to do in my final response to her as you will see below.Case #***Inbox x*** *** Nov * (days ago) to ***I have tried repeatedly to reach you (left two messages by phone at your voice mail) and I forwarded my daughter's e-mails to you the other day along with an e-mail message. L***, Leandra Nov * (days ago) to me*** ***
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Leandra L*** Customer Care SpecialistCesThe College Board*** *** *** *** ** ***T ###-###-#### F ###-###-####***Challenging all students to own their futureFrom: *** *** [mailto:***] Sent: Thursday, November **, 9:AMTo: L***, LeandraSubject: Case #***Attachments areaPreview attachment *** * *** October SAT Admission Ticket.pdf* * *** October SAT Admission Ticket.pdf* *** Nov * (days ago) to LeandraThis is the test ticket with her original test date of Oct* on itWe know that if she tested on Oct* that her free reports had to be sent by Oct**She did not test on Oct*She tested on Oct**Why does she not get nine days after taking the test on Oct** to put in schools as stated on your website? When the test date was postponed, she logged onto your website and looked for any information regarding not getting the standard nine days to put in schools for the four free score reports if the test was postponedShe did not find anything except that students are allowed nine days after taking the test to request their four free score reportsThat is why she did not put in the schools, because she read what is stated on your own websiteIt is unbelievable to me that your business would not make an allowance for this situation when we followed what is stated on your website.L***, Leandra Nov * (days ago) to me*** ***
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** *** *** *** *** *** *** ** *** ** *** *** *** *** *** *** ** * *** ** *** ** ***Sincerely,Leandra L*** Customer Care SpecialistCesThe College Board*** *** *** *** ** ***T ###-###-#### F ###-###-####lel***@***Challenging all students to own their futureFrom: *** *** [mailto:***] Sent: Thursday, November 05, 11:AMTo: L***, LeandraSubject: Re: Case #*** *** Nov * (days ago) to LeandraThis is unrealIf my memory serves me correctly, my daughter's admission ticket to the rescheduled test arrived at our home AFTER October **Therefore, your point is mute, because she did not have the admission ticket to see the note prior to the deadlineNevertheless, you mean that the only place it is mentioned that the deadline is the same if a student's test is postponed is on the second page of an admission ticket in microscopic print? That is just incredible when you send out e-mails and have an extensive website full of information regarding deadlines, etcon the SAT testWhy did you not include that information in any of the numerous e-mails that were sent out? I would venture to say that most all students never read the second page of their admission ticketsAny reasonable person that wants information from an online-based company looks to the information published on the company's website to find answersI have dealt with a lot of companies in my many years in the business world, and this is the worst experience that I have ever had with customer serviceI have never even thought about filing a complaint against any business with the Revdex.com until nowI still feel that this is unfair and will say so to the Revdex.com in my reply to them on the complaint that I filedYou might think that $times is not much money, but it is to many of usWhen a business has information in "black and white" print on their website, I take it to be what they stand byBut I guess that is not the case in your businessAs I am forced to pay you this amount, I just wonder that if the colleges that are forcing our children to take the SAT to gain admission knew how your customers were being treated, then would they be so inclined as to require your test for all children? I also wonder if the SAT was not required, then might your customer service be a little different? Throughout this whole process, I feel like you don't care what the customer thinks or how information is presented because you don't have toStudents are forced to take your test, pay the extremely high fees that you charge, and we have no way around it if our child wants to attend a four-year university out of high schoolIf you can't tell, I am a very unsatisfied customer, and I assure you that I will tell everyone about my bad experience with your company at every opportunity that I get in the futureAt the very least I hope that you put a message on your website where students would actually see it that says if tests are postponed that the deadline remains the same and the standard nine days does not apply to postponed testsThat one simple sentence would have taken care of this entire situationMy daughter would have known to put the schools in and not go by what your website states
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Per Customer Care Specialist *** ***:The College Board contacted Angie Edwards on November *, by phone and a voice message was left providing information on the delayed scores and a point of contact at College BoardOn November *, 2017, the customer sent an email requesting a follow up
on the delayed scores. A voice message was left and email sent on November *, providing information on the delayed scores as well as offering assistance with deadlines at schools. On November *, 2017, customer provided contact information for three schools to reach out about delayed scoresOn November *, emails were sent to three schools and a separate email to the customer advising emails were sent to the schools