Enterprise Landscaping, Inc.

Upon additional review, we determined the customer is corrected and the $additional fee was not communicated to them. Case manager *** *** removed the balance due from the account and has advised the customer via both phone and email today

At this time, I have been contacted directly by The College Board regarding complaint ID [redacted], however my complaint has NOT been resolved because:
they failed to provide the purchased product. They refunded the purchase price; however, it was not about the cost of the product (SAT...

answer service) it was about giving my son a chance to get a better SAT score, which could be worth thousands of dollars in scholarship money.
 
 
 
 
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 find that this resolution is satisfactory to me and the matter has been resolved.
I...

would like to thank Revdex.com for helping me solve this matter. 
Sincerely,
[redacted]

Per Customer Care Specialist, [redacted]:I spoke with [redacted] the parent and issued an $18 refund for the May Question and answer service. I advised of the refund and timeframe for her to receive this refund. I advised [redacted] of the Duplicate Answer Sheet scoring process and the timeframe in...

which she can expect [redacted]’s scores. I provided her with my contact information and I let her know I would contact her when [redacted]’s scores become available. I advised we could not offer any refund for the exams the student tested for. We have requested that the duplicate answer sheet process be expedited for the student due to pending deadlines.  Standard time frame for scores is 10-15 business days due to the issue.

College Board Customer Service spoke with this parent on January ** to provide the batch numbers. The parent was very nice and relieved with the information provided. I confirmed that we fulfilled the orders on our part and for her to follow-up with the schools. We did discuss the...

possibility of name misspellings creating a mismatch of scores to application. In a follow-up call with the parent on January **, the parent believes the mismatching information was the cause for the missing scores at [redacted] and the scores are now on her file. She is still waiting on a callback from Emerson, but has provided all information to them. She is aware that if the university is unable to resolve the issue she may give me a callback for additional assistance. At this time her case is resolved as all score reports have fulfilled, score reporting information provided, and mismatching information appearing to be the cause of delayed scores.

We confirmed the customer's scores were found and mailed out on 10/**/16.  An email was sent to notify [redacted] of these actions.

Customer has been contacted by customer care specialist, Jay T[redacted].  Customer was transferred to October and fees were waived.

Please be advised of the
following actions taken for [redacted];Processed a one-time approved exception to waive the fees to resend the scores to the AI and [redacted]Advised parent that we do not process refunds for fulfilled services, and we are not responsible for the purging of scores by...

institutionsResolution deemed satisfactory by customer

Good Afternoon, Could you please close this complaint as the customer is not satisfied?  The customer has been notified on numerous occasions that she will not receive a full refund per the terms and conditions that were agreed to at the time of registration for the SAT exam. Thanks,

The students scores have been sent and outreach has been made to confirm.

[redacted] request for accommodations was thoroughly reviewed by both internal and external reviewers on multiple occasions.  The professionals who reviewed the request determined that the documentation that was provided did not support the need for 300% extended time (quadruple time).  The student remains approved for 100% extended time (double time) and other accommodations. The decision letter issued on February **, 2017, provides suggestions as to additional information that could be helpful. In the February [redacted] decision letter, the College Board correctly listed the newly provided documentation as including an “IEP from 11/**/2016.” The letter subsequently stated that “It would be most helpful for the College Board to understand why your school decided to reconvene and implement a new IEP which indicates that you now receive up to 300% extended time.”  Unfortunately, the letter did not clarify that the increase to 300% occurred in May 2016, and not in November. (The May 2016 IEP had been previously provided).  The College Board regrets the omission; however, the fact that the student began receiving 300% extended time in May, rather than November, would not have changed the outcome of the review.  Further, information as to why the extended time was increased in May 2016 would be helpful to our understanding of the current need for 300% extended time. College Board representatives spoke with [redacted] on February [redacted] and at length on February [redacted]. It was agreed that the student would send in additional documentation to support the request for 300% extended time, and that the review of any newly submitted documents by the College Board would be expedited.  It was further discussed that, upon receipt of new documentation, all documentation would be thoroughly reviewed by qualified professionals, although a change in accommodations is not guaranteed.

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:

In the original correspondence with The College Board, on Oct. **, 2015 I was told that the scores will be released within 7-10 business days. After many unanswered phone calls and emails the scores were finally release on Nov. [redacted], 15 business days later and 18 business days from my original inquiry.  Due to this, she was unable to apply Early Action to several colleges due Nov. [redacted] and we were forced to send the scores rush delivery at an additional cost of $31 for Early Action colleges due Nov. [redacted].  In addition due to lack of confidence in the College Board to have the October scores available at all, we were forced to register late for the November test, which she was NOT going to take, at a cost of $82.50. After all the additional stress and financial cost, not to mention the lack of accountability on the part of College Board, I do not determine that my complaint has been resolved. 
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Per Customer Care Specialist Mike M[redacted]:The Father of [redacted] contacted the College Board in reference to a letter he received stating that the scores for the June *, 2017 Biology Subject Test were canceled due to [redacted] submitting an answer sheet that was completed but had been...

erased.  [redacted] requested an explanation as to what the letter meant and why the scores were being canceled.  [redacted]r stated that [redacted] started the test on the wrong answer sheet, transferred the answers to the correct sheet and erased the answers on the original answer sheet.  He also states that [redacted] did not complete the test on the first answer sheet. Per the College Board test security policy, all scores from a test day will be canceled if the student turns in an answer sheet on which all of the answers have been erased.  All students are notified of this policy prior to the exam as part of the policies and procedures for test day.  Specifically the proctor reads a script detailing the security policy and specifically addresses this issue with the following statement:                 “If you start on the wrong page of your answer sheet, let me know, but keep going on that same page.  Do not try to erase all the answers to a test.  If you erase all the answers to one of the tests, you take today, ALL of the test you take today will be canceled.” In researching the case I was able to view both answer sheets that were submitted by [redacted].  Both answer sheets were completed through question 80 and the answers on the second answer sheet were erased.  Per the College Board Security policy, the scores for the June exam were correctly canceled. I originally emailed [redacted] on July **, 2017 and explained that the scores will not be released in accordance to the College Board security policy. I spoke to [redacted] on July **, 2017 and explained the security policy as well as the reason for the scores being canceled.  I explained that [redacted] did submit two different answer sheets for the Biology exam and one of the answer sheets had been erased.  [redacted] then requested a free exam based on not receiving the score for the June exam.  I explained that [redacted] was able to test and did use testing materials during the June exam, his scores were only canceled because he violated the security policy, as such we would not offer a free test. Following my Conversation with [redacted], [redacted]’s mother, [redacted] called and left a voicemail for me requesting further explanation.  I spoke to [redacted] on July **, 2017 and explained the security policy again and that [redacted] submitted 2 answers sheets with the answers on one of the sheets erased .  [redacted] explained that [redacted] started answering the questions on the wrong sheet and decided to transfer the answers to the correct sheet and erase the answers on the incorrect sheet.  She explained that he was not confident that the Proctor understood the testing procedures and he felt that he should take the matter into his own hands in correcting his mistake.  I again explained that the proctor provided specific instructions prior to the exam that specifically stated not to erase an answer sheet or your scores will be canceled.[redacted] then asked that I speak directly to [redacted] as he may be able to explain the situation better.  In speaking to [redacted], he confirmed that he did submit two answer sheets and erased all of the answers on one of the sheets.  He confirmed that the proctor did explain the rules and test polices prior to the exam but he may not have been paying attention as he was not sure the proctor understood the policies.  He confirmed that he did not follow the procedure to inform the proctor of the discrepancy on the answer sheet.  I again explained that the scores were canceled as he did violate the College Board Security policy. Based on all of this information, the College Board did correctly cancel scores for the June Subject test as [redacted] violated the test security policy by erasing the answers on an answer sheet and did not notify the proctor about the discrepancy.  The policy and procedure on how to handle this situation was explained prior to the exam and the procedure was not followed as stated by the student.

Due to a new security policy adult test takers were transfered from the March 2016 SAT administration to the May 2016 administration. This change was implemented to ensure that everyone taking the test is doing so for its intended purpose: to apply to and attend a college or university...

undergraduate program, or to apply for scholarships, financial aid, or other programs that require a college admission test.A hotline was provided for registrants who were testing for those purposes to be moved to March, but the only communication received from this customer was a a string of profanity. There is no indication of a college score recipient on the customer's registration. At the time the Revdex.com complaint was received it was too late to move back to March. The May registation can be canceled and refunded per options provided to the customer.

[redacted] This inquiry was regarding the November 2016 SAT Test Performance information not appearing when the parent clicked the ‘See Them Now’ link thru the student’s MY SAT page. The correct November 2016 scores are and were viewable the entire time,...

but the test performance information had yet to be loaded onto the student’s online profile. The student had an opt-out of make-up hold released that same day, which in turn delayed the test performance information being loaded onto the account. At this time the student’s online account has the November 2016 test performance information showing and I left a voicemail for the parent to advise. Parent responded via email confirming they logged onto the student’s account and can now view the results. No further questions, case is now closed.

College Board Customer Care Specialist, Jay T[redacted] has managed this issue with the customer.  The customer was advised that his refund was issued from College Board on 8/**/17.  The refund was accepted by his bank and he has been provided with the refund confirmation number that will...

assist him and his bank with locating his funds.  The customer has been advised to make outreach to his bank directly with that information.  He has Jay's direct contact information in the even of any future issues.

Per customer care specialist, [redacted]:Thomas Judd is stating that he ordered SAT scores on January **, 2016 and paid via Paypal.  [redacted] states that Paypal indicated that the seller canceled the order,  the scores were not sent, and no notification was provided that the order was not processed.  [redacted] then ordered the scores to be sent again February [redacted] and paid the additional $31.00 fee for rush reporting. To complete a request to order scores a customer would need to login to their College Board account, select the option to send scores, complete the online request,  and then submit payment.  In reviewing the account activity for Thomas Judd I was not able to locate an instance of him logging in to send his scores in January 2016.  Based on our account history he did no login at all during January 2016. [redacted] was able to provide documentation that he did attempt to send scores and pay for the scores through his Paypal account.  Based on the documentation provided by [redacted], The College Board did not accept the payment and no money was accepted for the score send request. Based on the information [redacted] provided I have issued a refund for the rush reporting service in the amount of $31.00.  [redacted] should expect to see this refund in the account he used to pay for the score reports within the next 3-5 business days.  I have left a voicemail for [redacted] at the number he provided explaining that he can expect to see the refund in his account.

Issue with wrong information on account has not yet been resolved. The AP agent has not called though "Oscar" said that a call would be coming sometime soon. It is premature to say that this is resolved as it is not resolved. It is waiting for the AP agent to complete and call.

At this time, I have been contacted directly by The College Board regarding complaint ID [redacted], however my complaint has NOT been resolved because:
[Your Answer Here]
 I did not hear back from them so I placed another call on 2/**/16 and escalated my ticket and someone did call me...

back. The person I spoke with said, it will take another 3 - 4 weeks before they can post her score while all the college that my daughter apply to is incomplete due to missing SAT score.  According to this person, it is company policy and they can not rush this.  I ask him if I don't get the score and my daughter does not get excepted to any of the school she will not able to attend school in Sept 2016.  He said if that is the case she will not able to go to school.  I took it as too bad for my daughter.  They would not give me a reason why this is taking so long.  This is not exceptable.  Some one need to investigate the College Board.  The kids future is in their hands.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

The last contact to the customer was made by Ces which takes case escalations that cannot be managed at our call
center level. This is not a scripted department. All relevant information has
been provided to the customer and we also provided a copy of the terms and
conditions that the customer agreed to when registering as part of this
complaint. Based on those accepted terms and conditions which clearly outline
our policy, no exception will be made.  Per the customer’s request, we will not be making additional outreach as
policy has already been explained and we have no additional information we can
provide.