Enterprise Landscaping, Inc.

Customer Care Specialist Tia B[redacted] spoke to customer yesterday and placed a new order to have the report located.  Mr. P[redacted] should have her direct contact information and should contact her directly regarding any questions and status of the score report.

Revdex.com:
I have reviewed the response made by the business in reference to complaint...

ID [redacted], and find that this resolution is minimally satisfactory to me, yet I will consider it resolved. I should have received an apology for mistake made by the College Board ordering department, the lack of follow through from the customer service center in the Philippians, and the unprofessional, confrontational, and disrespectful manner in which Victoria from the Reston Office handled the matter when it was brought to her attention. I sincerely hope the leadership team at the College Board becomes aware of the issues, as they seem to be chronic based on the complaints made by others through the Revdex.com about the College Board, and will make changes to resolve them to future customers will not have to endure these matters.
Sincerely,
[redacted]

We were able to locate multiple accounts for this customer. The SAT scores were under [redacted] and the PSAT under [redacted]. The accounts were merged and we called father to advise and sent a follow up email with the information.

Per Customer Care Specialist, [redacted]: The customer is stating that they ordered SAT scores on January **, 2016 and paid via Paypal.  The customer 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.   To complete a request to order scores the 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 see the last time he logged into his account was January **, 2015.  On January **, 2015 [redacted] logged into his account to request that his SAT scores be sent to 5 universities, he paid for this request via credit card.  This order was processed and scores were sent on January **, 2015 which is within the normal score reporting timeframe.   I called [redacted] on February [redacted], 2017 and left a message asking him to call me back as I need more information to complete the research process for his request.  I sent a follow up email to [redacted] on February [redacted], 2017 asking for him to verify the username he used to login to his account and if he had any documentation showing that submitted the score report request online.  As of today I have not received a response to my voicemail or email.

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.  @page { margin: 0.79in } p { margin-bottom: 0.1in; line-height: 120% } 8/**/17 7:33m Jim W[redacted] (SP?) of The College Board called and explained that there had been an issue with introducing the new August test date. Jim explained that schools which signed up to offer the test on Saturday, 8/**/17, recently determined that they didn’t have enough proctors and so some students were pulled from the test site. My son was reinstated to take his SAT test on 8/**/17 at Mission High School. Though my son’s issue was resolved, this explanation appeared to pass responsibility to secure sites and proctors for tests which TCB solely controls through their monopoly, from TCB onto the schools with which TCB contracts to house these tests. Providing enough test sites and proctors for the students who have been allowed to sign up for these tests is TCB’s responsibility. I am concerned that other students may still not have a test site assigned due to this planning error and that my issue was responded to because I filed a complaint with the Revdex.com. I continue to be concerned about these critical tests for high school students preparing to apply to college being managed by a monopoly.
Sincerely,
[redacted]

In regards to the case for [redacted], concerning his son
[redacted], we have conveyed the following information to this
customer.  The College Board released information to the public shortly after the June exam informing them of the
issue with the June *, 2015 SAT Exam.  This information was then updated
on our website on June [redacted].  The announcement that was
released on our website contained the following information: “Q: Is there an
opportunity for students to take the test again?We
remain confident in the reliability of scores from the June * administration of
the SAT and don't want to cause undue anxiety for students by making them
believe they need to sit for the test again. However, we have waived the fee
for the October SAT administration for students who let us know that their
testing experience was negatively affected by the printing error and we will
continue to do so, through the September * registration deadline for the
October administration.”Please
refer to the rest of the announcement at [redacted] created a case on 10/**/15 requesting a refund for the amount he paid
for the October registration.  This was the first contact made by [redacted] to The College Board concerning the issue of the June *, 2015 SAT®
exam.  He was advised at that time that the deadline had passed to receive
a waiver for the October SAT® registration as that deadline was September *,
2015. A
second case was created and contact was made with [redacted] on November **,
2015 regarding the same issue.  At that time, the information was provided
to [redacted] regarding the June *, 2015 SAT exam.  He was informed of the
announcement on our website and that the deadline was September *, 2015. 
He asked why it was not a standard refund offered to all customers and was
informed that these issues were reviewed on a case by case basis, per company
policy, for students or customers who contacted us prior to the September [redacted] registration deadline.   At
this point in time an exception will not be made for [redacted] to receive a
refund for the October SAT® registration.  The deadline was clearly posted
on The College Board website as early as June **, 2015.  [redacted] did
not contact our company until well after the deadline and after the
administration of the October SAT® exam.

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:

Since the CollegeBoard messed up in the first place, they should make an exception and let me buy the QaS for June.  I'd be willing to pay for it, of course.
 
 
 
 
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:

[Your Answer Here]  We did respond  as requested for a full fund. we want the reminder amount credit back to credit card on file
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Per Case Manager Colleen Meidt:I spoke with the father of the
student regarding the issue. He was concerned with [redacted] University not
receiving scores. I confirmed with him that his daughter’s scores were sent on
10/**/15 and the college now has the ability to download the file. He...

stated
that he has called the University numerous times and the admissions office is
continuing to state that the scores are not in the student’s account. I advised
him that the school will have their own internal processing time to digest the electronic file sent and add scores to student accounts. He advised that he will contact
the University again to ensure my information was correct.

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 appreciate the business's response but I have a new issue. I took the SAT with Essay on Saturday November *, 2016. I had multiple issues which included: being given the wrong test booklets, vulgar language from the testing proctor, lack of instructions from the testing proctor, overall disruption and lack of concentration within the testing center, constant ringing of the proctor's cell phone, and many more issues. I would like to speak with someone about these issues and my experience while taking the SAT with Essay before the scoring of my test, and to see what can be done. I called the general customer service, and they told me that it can take up to fourteen business days for a response. By that time, my test will be scored. If someone can get back to me ASAP. 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Per Associate Director, [redacted]:I have spoken to the parent and the issue is resolved to her satisfaction.  I provided her the details on why the scores were not originally sent and then after placing an order why it was delayed. The Score Recipient, Georgia Institute of Technology was...

included on the answer sheet for Calculus, but was not included on the first AP exam that was taken.  I explained that our policy is that the score recipient needed to be added to the AP exam taken first, also referred to as the registration answer sheet.  The student added the recipient to the Calculus Answer Sheet as that was the exam that the recipient needed for acceptance into the program and that was his understanding of what was needed.  I then explained that the school had a delay in adding some score report files they received from the College Board of which her son’s scores were confirmed as one on this file.   I did provide a $15.00 refund as a courtesy.  The parent has my contact information if she needs any additional assistance.

Per Case manager [redacted]: Report of Resolution for [redacted], Case [redacted] – October *, 2016 I called the number listed on the case at 10:03 AM. The phone rang for a full minute and no answering machine picked up, so I was unable to leave a message. After hanging up the...

call, I sent the following email to the email addresses of both student and parent: Dear Sarah and Family,My name is Arielle, and I am writing on behalf of The College Board in regards to a request you recently placed with our office. I understand that you would like to send the four free score reports from your June SAT administration. Unfortunately, as stated on our website ([redacted], the four free score reports can only be sent up to nine days after the test administration. As more than nine days have passed since your most recent SAT exam, I will not be able to provide free score reports. I greatly appreciate your patience. I would be happy to help you to send your scores for the requisite fee. If you have any questions please contact me directly at ###-###-####, Monday through Friday from 9:00 AM - 5:30 PM EST or at [redacted] Please also note that these deadlines are available on our website and the student's admission ticket.  The policy is also agreed to in the terms and conditions that are agreed upon prior to registering.

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:

Although I agree with The College Board that I am not satisfied with their response (I haven't been from the beginning) I did not want to click on the "accept" option because it indicates I am satisfied with the resolution, which I am not, they have abysmal customer service.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

The update was made 8/**/15.  A message was left today by James M[redacted] AP to confirm this information.

Per customer care specialist [redacted]I reached out several times to the customer and offered to get in contact with the schools to determine what had gone wrong and whether or not they had received the scores. The customer insisted upon a refund, and I informed the customer that, according...

to our records, the order had been fulfilled on time and that therefore I was not able to offer a refund, but that I would be happy to further investigate by contacting the schools. After I offered this three times, the customer discontinued communication with me, and despite multiple requests, the customer did not provide me with direct contact information for any of the individuals with whom she had communicated at the schools in question.

On January **, 2017, Victoria W[redacted], a Technical Customer Care Specialist with the College Board called to speak with the customer [redacted]. The two began working with each other on October **, 2016 regarding scores being delivered to [redacted].   [redacted] has been applying to...

a graduate program with [redacted]. This was not known until January 2017. In the original case [redacted], a black flag, Victoria worked with [redacted] to confirm that the pending archive score report request had been located and was being sent out to her and the University. She was very relieved and Victoria informed [redacted] of additional delays for the University’s processing time.   The case did rest until November when [redacted] called Victoria back to state that the University was not receiving her scores. A new order was placed. The contact with the University then called Victoria in Late November with [redacted] to confirm the latest order was fulfilled. Victoria did work with the contact to inform them that there may be a delay with the delivery and to wait some additional time, but that [redacted] should produce the report sent to her home address if the University would accept that.   There were no calls or emails to Victoria until case [redacted]. Victoria reviewed all past information with [redacted] and cleared the balance on the account per confirming that the University has not been receiving the scores and approval from Associate Director, Teri M[redacted].   In the phone conversation with [redacted], she expressed that she was disappointed with the process of sending scores and would like to advocate for a tracking option to be added to orders. She was pleased to learn that the balance was cleared and we confirmed that everything with the graduate department is squared away per [redacted] delivering the scores addressed to her. She is currently enrolled.   [redacted] sent Victoria an email on January **, 2017 with the [redacted] contact so that the College Board may resolve sending scores to the graduate department. At this time the student is pleased with the resolution and the case is closed. Tell us why here...

Customer care specialist, [redacted], has made outreach to the customer and provided her direct contact information for follow up.  At this time, no response has been received from the customer.

Customer care specialist, Leandra L[redacted], spoke to the parent and advised the policy which is that score recipients must be added by 9 days after the original test date.  The parent still disagrees with the policy but it is available on our website at the following link:Customer Care Specialist,...

Leandra L[redacted], spoke to [redacted] regarding our policy.  Though the parent does not agree, it is called out on our website that score recipients must be added within 9 days of the original test day.  The link to the website can be found below, along with a direct quote from the site.[redacted]"You can send score reports
at any time from your "My SAT" account. Note: please remember that
there is a fee for sending score reports, starting ten days after your original test date..."An exception will not be made in this matter and the parent has been advised of such.

The students scores are now available and can be viewed via his online account.  The students first and list name were switched on the AP data that was loaded and accounts had to be manually combined.

The customer's account and call history have been reviewed and refunds have been issued in the amount of $31.00 and $42.25 for the replacement order that was placed on January ** and its fulfilment.