Enterprise Landscaping, Inc.

Customer Care Specialist, Victoria Work, responded to the customer and advised of options.  She advised the student to attempt to test and if they were not admitted, to contact her back directly so that she would assist with a test transfer at no cost.  At this time, we have not received a...

response from the customer.

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.
Sincerely,
[redacted]

Per case manager Vanessa DeShane:I just spoke with this father
and explained the information was posted on our website in June and that the
deadline to receive a free October exam was the registration deadline of
September [redacted].  He asked why there was not a standard refund
issued for all...

students who were impacted by the June mistiming issue or why it
wasn’t standard that if they created an October registration the fees be
waived.  I explained that the company made the determination to address
this in a case by case basis and that it was not a standard exception.  He
stated that he never received an email and that it should not be his
responsibility to check the website for this information.  I let him know
the timeframe of when the information was posted on the website as well.
 He stated that it was bad business practice and that we should have made
this a standard exception.  I let him know that I would pass this
information along as feedback but that I could not issue a refund for the exam
based on the timing of his case. I tried to offer my contact information for
follow up but he hung up on me.

This issue was reviewed by the original case managers supervisor.  Though we reached out to the institution and they confirmed they received both copies of the scores, beginning in late October, there are notes from our call center that they were told on 11/** that scores had not been received by the institution, even after the batch information was provided.  Due to this contradictory information, we have issued a courtesy refund of $12 back to the customer for the second score report order that was placed.  Those funds will be returned directly back to the card used to pay in 3-5 business days.We have also reviewed the case notes and provided coaching opportunities to the case manager.  At this time, the institution has confirmed receipt of the scores and the additional score send fee has been returned to the customer.  We have closed this case.

The College Board has investigated this complaint with each of the schools and all three were able to go into their records and retreive all sets of SAT scores from the files that were sent in November 2015. A refund will not be issued because the schools were able to verify that...

all scores that were ordered were sent. This information has been provided to the customer via e-mail subsequent to the call described in the complaint.

The source of the issue was the student having multiple answers sheets on the day of the October exam.  This faciltiates an exceptions scoring process which can take 3-5 weeks from the date of score release to complete.  Scores from the October exam became available, so no refund will be issued for the November exam.  I have issued a refund in the amount of $31 for the rush fee what was paid on [redacted] for the score report orders as rush orders cannot be fulfilled within a rush time frame at this time as stated on our website.  The customer will receive the refund directly back to the method used to pay within 3-5 business days.

We have contacted this customer and resolved the issue by refunding the duplicate order.

Per case manager [redacted]:On Monday, June **, 2016 I called the customer and left a voicemail and also sent an email advising I was trying to reach her.  I received a voicemail from the customer and she supplied her cell phone number.  This morning I contacted and spoke with the customer ([redacted]).  Please find below the details of our conversation: ·         I advised [redacted] we had previously tried to contact her in December regarding case [redacted] to advise we had made the exception to waive the change fee and transfer the registration at no charge to a future test date.  ·         I informed the customer that my colleague had reached out via phone on 12/**/2015 as well as via email on 12/**/2015. ·         She stated that she never received any communication and I advised her I could provide the email that was sent previously.  I have forwarded her the email that was originally sent.·         The customer confirmed the email address on the student’s College Board account and I informed her that that was the email address that it had been sent to.·         She inquired why it had not been sent to her directly as other communication had been provided directly to her.  I advised her that it appears that the CC status on the students account had expired and that may be why she didn’t receive it.  I informed her that we send out emails when the CC status is about to expire (but couldn’t locate one in the email history for the account as I believe it may have been sent more than 90 days ago).·         I advised I could provide the previous exception of waiving the change fee but as registration fees are nonrefundable I was unable to process a refund.  [redacted] was not interested in this option as she stated her son has been accepted to College and does not need to take the exam again.·         The customer does not agree with the outcome of the case and insists she was not contacted and states if she had been provided with the option to transfer at no charge they would’ve taken it.  The customer has my direct contact information and I have supplied the email that was previously sent to the student on 12/**/2016.

Per customer care specialist [redacted]: I received the Revdex.com submission for [redacted] on November *, 2017.  I have reviewed the account for [redacted] and found that there is a hold on her scores preventing them from being released.  [redacted] is requesting...

that her scores be released and to receive a refund for the fees she paid for the exam as she believes she has not received what she paid for. [redacted] registered for the exam using the waitlist option.  With this option [redacted] was able to report to the test center and if a seat and testing materials were available, she would be allowed to test.  [redacted] registered to take the SAT without the essay. In reviewing the case, I found that delay in her scores being released was due to her receiving a different form the exam than she had initially registered for.  [redacted] was registered for the SAT and she received a copy of the SAT with essay resulting in a discrepancy between what she registered for and the test she received.  Due to the discrepancy, we needed to perform additional research to verify exactly which version of the test she completed.  We have completed our investigation and have initiated the process to have her scores released, [redacted]s scores should be available to view on November *, 2017. Please note, per the College Board Score reporting policy which can be found here [redacted]We do strive to have all scores released within the score reporting timeframe posted on the College Board website, unfortunately issues do arise can result in a delay in the score reporting process.  In this case, the delay was due to the information about the test that [redacted] was registered to take being different than the version of the test that she took on test day. Because [redacted] was able to test and will receive scores, The College Board will not offer to refund her registration or waitlist fees. Update:  As of 11/*/17, scores are available.

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 never received a voice mail. However, offer for refunds were made, but I still need/wanted the score reports. Yes, we finally have both documents. The point is that a March Score report arriving in August did us no good for a June test review.A June score report arriving the first week of September gives only a month to use to help prepare for October test. There is no accountability with The College Board. They released the March scores so late tat they were unusable by Service Academy pre-screening. I suppose there is not much more to do now. I would appreciate a one test credit for a future test to compensate me for all of the frustration. 
 
 
 
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. A person from the College Board contacted be and the issue was resolved. Thanks for your help.
Sincerely,
[redacted]

Revdex.com:
The College Board has resolved the issue though their recording of events does not match the actual events. My son received an email from The College Board on Monday, 3/**/17 to begin the reinstatement process to which he responded on 3/**/17. He was reinstated to take the test that day but at a different location in San Francsico rather than his original test location. For reasons unbeknownst to me, on 4/**/17, Tia B[redacted] of The College Board changed his test location back to his original test center in San Francisco which was great. I had not written separately about this since raising this issue throughout March. 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.
Sincerely,
[redacted]

Per Customer Care Specialist Tia Brown: On Monday November [redacted] I called and made outreach to the parent of Samantha Logan and was unable to reach anyone. I left a voicemail message with my direct contact information for follow up. On Tuesday November [redacted] I was able to speak with the mother,...

concerned that she was told multiple times scores would be released within 7-10 business days. I clarified our score reporting process when duplicate answer sheets are received and creates a delay and provided her with the approximate timeframe. I offered to make outreach to Cornell University once scores become available as I actively monitor the student’s account for score availability.  Scores were reported on Friday November **, 2017. On Monday November **, 2017 I called Cornell University and spoke to and Admissions Officer who accepted an official score letter to be placed in Samantha’s file as a placeholder until official scores are received which they accepted. The letter was emailed on Monday November **, 2017. I received confirmation of receipt of the letter and called parent to provide status that same day. I left a detailed voicemail message that provided a status of the scores and outreach to the institution. After not hearing back from the parent I called again on November **, 2017 and received her voicemail. I left an additional message indicating the status of the case and followed up with an email detailing this information in writing. As a result the case has been closed.

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:

You know why
 
 
 
 
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.  It would be beneficial if the company fixed the user interface to their online software.  And it would be much less frustrating if the company responded with helpful support to customer emails. 
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.
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 also feel that I should not have had to reach out to the Revdex.com in order to get attention on the matter. Thank you Revdex.com. You do great work. And it is much appreciated!
Sincerely,
[redacted]

The delay in scores was caused by the student having duplicate answers sheets on test day.  When this occures, the scoring process takes additional time.  Case manager Oscar S[redacted] has confirmed with the student that she will receive score, however her answer sheet us undergoing an...

exceptions scoring process.

The reason for score delays varies by student.  Though most scores are available on the day of the published score release, there may be circumstances where scores need additional time to process.  Scores for this student are available and the issue is resolved.

The College Board has processed an Archive score report order to [redacted] (New College of Florida) and waived fees as one-time courtesy due to delay in first order DI receipt. A PDF copy of score report has been e-mailed to direct contact at the school. A voicemail was...

left for the student to notify. No refunds were processed for 12/**/2015 order as PDF score report copy was sent to the requested school. Customer requested this action when he was contacted by T3 Agent on 1/**/2016. Customer not approved for refund of order and PDF score report copy was sent to requested recipient.