Enterprise Landscaping, Inc.

Per the agent who managed this issue: I received parent’s request to receive a full refund of the test fees paid for her daughter [redacted]’s  October *, 2017 SAT exam on August **, 2017. That same day I sent an email response reiterating our policy, that cancelled registrations are...

only eligible to receive a partial refund of $10 if the cancellation is processed no later than 5 days prior to the exam date. I explained that she did not have to cancel at this time because the registration is valid for one year to transfer to another date by paying a $29 change fee. I offered my direct contact information for follow up or additional questions.   Again on August **, 2017 I received a call from, [redacted] (parent) wanting to dispute the policy further, and get clarification on a refund for the QAS service. I explained if she chooses to cancel the registration and not transfer, the fees paid for that service will be refunded. She continued to complain about losing the test fees and her economic hardship. At that time a explained the fee waiver program to her. I explained if her daughter is eligible and they are able to obtain a fee waiver certificate I will retroactively apply the fee waiver to the account and refund her all the fees paid for registration in question; as fee waivers cover the cost of the exam and the QAS service. They were interesting in taking the test if the fees were covered by a fee waiver. I directed her to her daughter’s high school counselor to determine eligibility. She agreed to do so when school is in session again and to contact me back for processing. Today August **, 2017 we received the Revdex.com notification and I reached back out to the parent to follow up. I spoke with [redacted] by phone and she confirmed that the Revdex.com complaint was submitted prior to speaking with me. She confirmed that we had spoken and agreed on a resolution and will contact me back once they have obtained the fee waiver.

Revdex.com:
I have just received my test scores, after 2 months of waiting.  It is now 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 want to add that I do appreciate the final correspondence that I did receive from Caitlyn N[redacted] and that the College Board may want to consider elevating customer concerns much more quickly to a representative that is more knowledgeable (as was Caitlyn) in the future. It would have completely prevented me contacting the Revdex.com in the first place. 
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:

After making several attempts (daily) to contact [redacted] and leaving her home and cellular numbers, she finally returned my call on June ** at 10:30am.   [redacted] stated that an email was sent to my son's email in December 2015 stating that the fee to retake the SAT would be waived.  Why College Board would, all of a sudden, start using my son's email is beyond me.  They email sent to my son does not state that they will waive the fee.  In fact, I have emails sent to me after the December 2015 email, again, stating that the fee could not be waived.  This has gone on for 6 months.  They continue to reject the waiving of the fee until Revdex.com gets involved.  The SAT test is no longer needed now as the next date is October and my son is already enrolled in college.  I have asked for a refund of the money I paid.  They have decided not to refund my money ($54.50).  I will be taking further action as I think that there shady dealings should not go unnoticed. 
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Per case manager [redacted]:On Friday, July **, 2016 I attempted to reach the customer via phone as well as via email.  As of today I did not receive a response from the customer.  I have emailed the customer to advise the...

following: ·         Request for refund has been denied as registration fees are nonrefundable (per our terms and conditions and stated on our website as well).·         Advised our photo requirements are available on our website as well as stated during the registration process (the student registered via web).·         Informed the customer that he can transfer his registration to a future test date with a change fee which is valid.·         I have supplied the customer links to our website referencing the photo requirements as well as the refund policy.·         I also gave the customer a link to reference acceptable photos and advised if the customer did transfer his registration to a future test date he would need to also update his photo. I have supplied the customer with all my direct contact information if he has any questions or needs any further assistance.

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:

My name is [redacted] and I have sent multiple requests in for my son, [redacted] to be given enough extended so that he can have enough time to finish is SAT testing. Each time I jump through another hoop to get the information that the college board request and they never seem to review the whole file like they are supposed to. The last time after waiting seven weeks for the review process, on 2/**/17, we received another letter declining [redacted] request for extended this time they "thought" that [redacted] IEP dated 11/**/16 was reflected a "new" accommodation of 300% and they letter clearly states this. However, this is not a new IEP accommodation, it has been in his IEP for some time. I have even sent the college board [redacted] passed IEP which states the same Extended time and I included a letter stating that This was already in his passed IEP and the team decided to keep this amount of time. It isn't fair for my family to have to wait seven weeks for a review that I based on inaccurate information. I should have to wait another seven weeks, because of their I incompetence. My son is waiting and waiting and for nothing. Please direct me to someone that can help me. this is not right. Here is the letter they sent and I have [redacted]
 
 
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 again mention I myself continue to receive messages fr om many ithers who have almost identical problems with The College Board. They are the worst customer service I have ever dealt with. They ignore emails, phone calls and feedback on social media. I believe the only reason I got a response was due to the complaint made with Revdex.com.
Sincerely,
[redacted]

Per case manager [redacted]:I called the mother and explained the duplicate answer sheet process to her to help her understand why there is a delay. I explained that while I do not have an ETA on when scores would be available, that the test is undergoing our  manual scoring process. I...

told her that while her request for a refund is her right, we are not able to provide a refund because testing materials were provided to the student and they will receive scores. She stated that she is fed up with the [redacted] and her belief that there is not any empathy. I explained to her that she is more than welcome to call me every day if needed to inquire on the status if it makes her more comfortable and that as soon as I know scores are available, I will make outreach to her. She said she deserves a refund and she’s read about College Board in the media, and at this point, she does not trust our scoring process. I advised her again that the scoring process is manual and handled with care. She said she wants a refund.  No refund will be provided as the student tested and will receive scores for the exam.  The scoring process will take longer due to the student using multiple answer sheets.

On 6/*/15, Case Manager [redacted] calledand left a message to advise the reason for the delay.  The reason for the delay was that the student did not provide the form code of the exam they took on their answer sheet.  Because of this, we had to pull the students test book to confirm and...

the code which takes additional scoring time.  Scores for the student were released today, 6/*/15, and [redacted] called to notify the student of score availability.

Response from Lead Customer Care Specialist, Amy M[redacted]:Mike M[redacted] originally handled this conversation, advising that the customer did not have proper documentation for test day and that he would be able to make the transfer with a valid fee of $29.00. Mike repeated our document policy several...

times and the customer did not find resolution in our policy and insisted on speaking with a manager. Mike had repeated that he would escalate to his supervisor on multiple occasions and that he would receive a phone call within 24-48 hours. The customer continued to repeat his statements and after Mike reiterated policy and confirmation of a supervisor follow up, Mike then ended the call.  I was able to speak with [redacted] concerning his son [redacted] and the October administration. The customer provided me with a copy of the information document that the student presented on test day. The customer advised that the school confirmed that they have issued this document to other students in the past and it was accepted as a valid form of identification. I advised the customer that this does not count as a valid form of identification and if a student is unable to provide their own form of identification, they must obtain a student ID form (notarized and stamped by the student’s school). I requested additional information from the customer, in order to confirm that this information had been provided by the student’s school. I later received a call from the Administrative Assistant at the school, [redacted], who confirmed providing the incorrect document to the student and confirmed that she has provided this document to multiple students. I advised of the correct document for future students in order to avoid other students being turned away at the test site.  In turn, I was able to make a one-time exception to place the student for the November 2017 test administration at no cost. I contacted the customer to advise and provided a copy of the updated admission ticket.

Per customer care specialist Caitlin N[redacted]: I spoke with this customer on Friday 09/**/2016. I advised that we are unable to expedite this QAS order delivery due to these orders being fulfilled in bulk. I advised that we could not pull a single student’s report. We spoke in detail about Khan...

academy and other SAT practice resources on our website she could utilize. I Issued a refund for the QAS per the delayed delivery timeframe and advised when/how refund would be received. The customer advised that she appreciated the information that I provided and she would wait to receive QAS in the mail. Customer has my contact information for any follow up concerns.

The customers appeal has been reviewed and approved.  The registration was reinstated.

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 have determined that my complaint has NOT been resolved because:

[Your Answer Here]
What the business stated in the response is true, but I do not see genuine attempt to correct their mistake. She kept telling me their policy which was made clear to me when I first called them before filing a complaint to Revdex.com. BUT, it is not their policy I have an issue with. I don't like the way they mislead and mis-interpret the issue over and over again, because when they do that, it is a signal that they are not going to correct their mistake.Please allow me to reiterate: the issue is that they gave us false information leading to my daughter not able to take the exam that she really needs to apply to desired colleges. That is it! Why were we given FALSE INFORMATION? And why cannot the College Board own up the issue and really make it up for they paying customers? I would rather they save the always politically correct answers to themselves. They should focus on how to SOLVE the problem and make it up to my daughter instead of playing political games. I certainly do not have the time to play the games with them.So, I hope it is clear to them that I am looking for a solution.Also, please do allow me to remind them that they are dealing with kids here. I am pretty sure some people working there have kids. Put themselves in our shoes and imagine that it is their kids' future that got ruined. Now ask them what do they think.
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Customer care specialist Colleen M[redacted] spoke with the parent of [redacted] regarding the score sends. She advised her of a delay in sending scores and offered to work
with the colleges. She has contacted the University of [redacted] and will
be emailing the student’s scores to the...

admissions office. The customer seemed very
satisfied with the resolution. The customer was also refunded her for the 3 duplicate orders
that she placed.

Revdex.com:
I received a call from my daughter's college this morning saying that had received the scores. I was told yesterday, it would take 2-4 weeks and I had to pay extra money. This miraculously happened over night with no extra money needed after placing this complaint! I'll...

take it! 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]

Scoring was delayed for this test due to the test taker filling out information on the answer sheet incorrectly. This required manual correction and the test has now been scored. Scores were released on Monday, February ** and the customer has been notified.

Contact was made with the customer on 10/* and a receipt was provided.  There was no registration completed and paid for regarding the October SAT so no refund can be issued for that.  A refund was issued for the cost of the book the the customer did not receive.  I have also attached...

a copy of the order receipt to this response.

Per Customer Care Specialist [redacted]: I spoke with the customer today regarding the request to send score reports at no cost for October. Advised that students may add 4 free recipients to the registrations during the nine day post administration timeframe, at no cost, and any changes or...

requests made after this timeframe will be subject to the applicable score send fees. Advised that the student added the recipients to their November registration and NOT October. Student advised he just needed clarification on the process and was happy to hear that all scores will be sent out after November score release. I reviewed the student score recipients and administrations selected on the registration to confirm accuracy. The student advised that he no longer required any additional assistance and all was clear now.

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]