Lucky Pawn

Thank you for expressing your concern about the grade conversion that we used.  The client agreed to the terms and conditions of our service, including accepting that she might not agree with our conclusion.  However, she brings up some good points about grading in the [redacted] that we would like to review.  Education is dynamic and we are open to examining new information or changes in educational practices that might warrant changes in our policies.Our senior evaluators set our policies.  The senior evaluators are scheduled to meet next Tuesday.  We have added an examination of the Philippine grading to the meeting agenda.  I cannot guarantee that the group will make a change to the grade conversion that we use, but we will consider the points made by the client, as well as other information.Given that there is a chance of making a change, I will offer the following options:-- We can provide a full refund now.  In that case we would expect that the client would return to us all copies of the report that had been prepared, or-- She can wait for the results of the meeting and if a change is made in the grade conversion, we would prepare a revised report.  If we do not make a change in the grade conversion, we will still consider the possibility of a refund.I hope that one of these options is acceptable to the client.Sincerely,Margit A. S[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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.  Except the statement that they provide me list of the documents and way how should I submit them, payment confirmation and etc. The service is very poor. I accept the resolution in case if they will really transfer full amount of money.
Regards,
 
[redacted]

Thank you for your questions.  We have been researching your case.  The conversion of the credits is correct.  It is based on commonly accepted methods of credit conversion.  There will be no change to the credit conversion.We contacted your institution in Brazil concerning the...

credits assigned to the thesis.  Our Brazilian born, Portuguese-speaking specialist spoke to four different people about your case.  They indicated that they could not provide us with a curriculum, but indicated that they might be able to provide it to the client.  If the thesis was valued at 12 credits, as the client states, the curriculum would clearly indicate this, and it would also be shown on a new transcript.  If the client can obtain a new transcript that shows 12 credits for the thesis, we will consider revising the evaluation report.  The evaluator who prepared the client's report has already sent him an email outlining this option.We can provide two options:We can revise the report based on a new transcript that the client arranges to be sent to us,  orWe can cancel this case and provide a full refund.Please let us know which option the client wishes to select.Sincerely,[redacted]

I had to look into more information. I will get back to him but the results will not change in his report.

The client is correct in stating that ECE has changed its policies concerning the credential that she obtained.  The change in policy has resulted in a different equivalency than the one that she received from ECE 11 years ago.  Changing the result of the evaluation report is not possible...

as it would require us to violate our own professional judgment.  We contacted the client on June 1 and indicated that if she wished, we would provide her with a full refund on the condition that she returned all copies of the evaluation report.  We will go ahead and process the refund and hope she will return all copies of the evaluation report once the refund is processed.Sincerely,Margit A. S[redacted]

I am not sure how I can edit the complaint that I filed. Sure I would like you to forward this to the business and I am happy to remove the comment about the Revdex.com rating for this entity as my complaint will be publicly displayed.

We are sorry that the client is not open to accepting a full refund.  Please note that the client signed an application that clearly stated that our equivalencies are based on the most current information available and that our equivalencies are subject to change.  Changes in current German secondary education caused us to review all of our policies and resulted in a different conclusion than one at which we arrived 11 years ago.  We are obliged to adhere to our professional standards and cannot make a change in policy for one student.  Since it is clear that our current policy will not satisfy the client, we feel the most reasonable solution is to provide a full refund and allow the student to seek an evaluation from another agency.  We will go forward with the refund.  It is up to the client to determine if she wishes to use our report or not.  If the client can suggest a solution that does not involve ECE violating its professional standards, we are willing to review her suggestion.Sincerely,Margit A. S[redacted]

Dear Ms. [redacted]:We are very sorry that the results that you expected did not match the findings of our evaluation report.  ECE has been a trusted evaluation service for more than 30 years and our reports are relied upon by many universities and professional organizations.  We are not...

willing to change our evaluation methodology with the purpose of changing your report results.We do value your business and your opinions and would like to ensure your satisfaction.We will be issuing to you a full refund for the amount you paid and ask only that you return your report to us.Again, we are very sorry that you were disappointed in our product..

Thank you for your message.On our website, we request the following documents for evaluating higher education completed in The [redacted]: Photocopy or Scan of the Degree or Diploma; and official document in a sealed envelope for the Transcript or Grade Report. Transcripts for university studies in The [redacted] normally explicitly confirm graduation and the year of graduation, when the student has, in fact, graduated.However, because we cannot confirm whether a particular individual's documents are acceptable for preparing an evaluation report until after we have received them and had a chance to carefully inspect them, we have to reserve the right to request original documents as a condition for issuing an evaluation report. The Terms and Conditions in the application form you certified, signed, and submitted to us state, “We reserve the right at any time during the evaluation process to request additional information, original educational documents, and/or original documents issued in institutionally sealed envelopes.”Unlike most university transcripts we have received over the years for education completed in The [redacted], the transcript issued for you by the University of the [redacted] does not explicitly state that you graduated from the Accountancy program; rather, it only states “YEAR EXPECTED TO GRADUATE”. As such, we had no original, official educational document stating that you, in fact, graduated. If based on this transcript we were to issue an evaluation report confirming that you did graduate from the Accounting program, it would be indefensible if a university or another third party asked us to explain the officially documented basis on which we reached this conclusion. Understanding this, third parties would not rely on our reports. Because the transcript you submitted does not explicitly state that you graduated from the Accountancy program, we requested from you the original Degree or Diploma issued by the University of the [redacted], a right we reserved in the application form you signed and submitted. Without this, we would have no officially documented basis on which to state in our report that you graduated from the Accounting program. The only other options would be: (1) for you to obtain and submit another, updated original transcript in an envelope sealed by the University of the [redacted] that explicitly stated  you graduated and the date on which you graduated; or (2) for us to write directly to the University of the [redacted] in order for it to confirm whether you graduated and, if so, the date of graduation and degree awarded. Either of these options might entail significant or indefinite delays.You did not wish to submit an original Degree or Diploma and wanted us to proceed without an official original document stating that you did, in fact, graduate. Because we will not issue a report confirming that you graduated when we do not have an officially documented basis to do so, twice in conversations with your husband on November 9, 2017, we offered you a full refund of the fees you paid to us, despite the fact that the application you submitted explains that normally there are no refunds. Your husband did not accept these offers at the time. We then offered to prepare our evaluation report based on the incomplete documentation submitted to us, further explaining, however, that our report could not and would not confirm that you graduated (it would only include a confirmation of your university level study as well as the US equivalent credits and grades for that study). Your husband asked us to proceed on this basis, accepting our offer to prepare a report that, due to the transcript, would not confirm that you graduated from the Accounting program. Accordingly, we immediately issued our report for you on 9 November 2017.The application form you signed and submitted states, “We reserve the right, at our discretion, to contact educational and governmental institutions and agencies for additional information and/or verification of the authenticity of the credentials submitted.” We have written directly to the University of the [redacted] to request confirmation of the transcript and a statement of whether and, if so, when you graduated, given that the transcript does not explicitly confirm this. This communication is between us and the university and we will not release it. If we receive a response from the university, we can only be confident that it was in direct response to our letter to the university if we do not release the letter to any other parties; only then would we be able to confidently rely on the response as a basis for potentially revising our evaluation report.Please confirm whether or not you would like us to proceed with the cancellation of your order and refund to you the $230 you paid to ECE for the report.  In the event that we receive a satisfactory response from the university in the future, we will contact you.  You can decide at that time if you would like to reorder a report with revisions.

Thank you for the opportunity to response to this complaint.  I...

checked the history of this file and can report the following: We requested the transcript of the client to be issued in a university-sealed envelope which is a standard Turkey documentation requirement. The client stated that: "The documents I mailed are originals that have wet signatures and stamps on them. I cannot get a new one in a sealed envelope without flying back to Turkey and incur an unreasonable cost. Please cancel the service and Fedex my original documents at my cost". In our experience, the document we requested is readily available without the extraordinary efforts described by the client.  Nonetheless, per his request we cancelled the file. Although our application form includes the information that we do not provide any refunds and the client confirmed that he understood and agreed to those terms when he signed the application, we provided a refund for the cost of the evaluation report, which we were unable to prepare because the client did not provide the documents needed for the report. We did not refund the cost of the services that were provided, including processing, rush handling and priority return of documents.  We explained the following: "We are able to provide you with a partial refund in the amount of $95. We have retained our $50 processing fee, our $80 rush fee and the $10 delivery fee to return your documents by priority mail."We hope that this information helps the client understand that we are not able to return fees for services that were already incurred.Sincerely,[redacted]

Thank you for the opportunity to provide a response to your rejection.We are a bit confused by the rejection because it has no relationship whatsoever with the initial Revdex.com complaint.  As far as we can determine, you did not inform us that you had any questions about the equivalency of your report.  ECE routinely responses to requests for information on the equivalency of a report.  Clients do not need to go through the Revdex.com process to obtain that information.I have contacted the evaluator who prepared your report and will provide an answer to your question about the equivalency.  The answer will be provided as soon as the evaluator responds to my request.  That should be within two working days.

The statement that the client did not get a report is incorrect.  He received a report that included conclusions based on the incomplete information that he provided.  We are going to make an exception and we will provide him a new report based on the updated information that was recently provided.  The type of report that we will provide will be a General report with a grade point average.   After we provide this updated version at no cost, any additional copies that he requests in the future and any new reports with more detailed information, such as a course-by-course report, will require additional fees.  We would like a confirmation that he agrees to those terms before we proceed so that there is no confusion in the future.In summary, we will provide a general report with a grade point average, based on new documents and new information, at no cost.  If the client wishes to receive copies of that report, or a course-by-course report, he agrees to pay additional fees.Sincerely,[redacted], [redacted]

Although we do not normally provide a refund for a file that includes documents that have not been verified, we are willing to make an exception and provide a full refund.  We will process the refund this week.I hope this offer is satisfactory.Sincerely,Margit A. S[redacted], ECE

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]As you said you did not provide the report in 2014 .I have made full payment.I ask you to send me the report free of charge .I do not have any 4 year equivalency as of now.How much are you asking for this?
Regards,
[redacted]

Thank you for the opportunity to respond.Our latest contact from this client was received on April 6.  We responded with an update on April 12.The issue surrounding this case is the recognition of the educational institution in the Philippines that no longer exists.  We contacted [redacted],...

which is the higher education commission that normally handles these situations.  It turned out that [redacted] had no records for the institution.  The client is correct in that she provided us with contact information for another government agency.  Both she and we have been working to track down the information that would allow us to move forward with this case.  We are still waiting for them to respond to repeated requests for information.  We understand the client's frustration and have done everything within our power to try to obtain a response.At this point we can offer the client three options:1. Continue waiting for a response.  (We have no idea when or even if the government agency will respond.)2. Prepare an evaluation report that indicates the work she completed is the equivalent of unaccredited work.  3. Provide a full refund of the fee paid.Please let us know which option the client prefers.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10649583, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
 
Hello,I will not accept a refund . This is corruption. Nothing has changed in the German school system except that the number of years has been shortened. The same amount of material is being covered in 12 years now instead of 13. I am not violating any policy. I am telling the truth. I spoke with the [redacted] myself.. [redacted] in [redacted], Germany and that is what I was told. So my question is.. what is the next step to take? This is not about the 240 dollars.. I have read on the internet that many have had horrible experience with ECE in regards to European education. I do not believe their evaluators are qualified and this is corruption. Unfortunately, I did not read this beforehand and I never dreamed that they would give me such a hard time. The standard of education in Germany is very high. The grading system is also much more strict than here. They should know that, but they apparently do not.IF you could tell me what the next step would be to report corruption, I'd appreciate it. Thank you.[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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.  I have received a response from the president of ECE and they have agreed to update my report to Environmental engineering with specialization in water treatment and I do accept it. Also it is true that they have have finished evaluating my report and sent copies to me and the schools I applied to.For now it is left with updating my report to Environmental engineering and sending copies to the schools that I applied to and also to me
Regards,
[redacted]

Thank you for bringing this matter to the attention of ECE.In researching your file, I see that the report you ordered from ECE was in 2001.  ECE operates under strict quality control and has a structured process that allows customers to notify us with any questions for up to 10 years. ...

For one year, from date of report issue, ECE will review the file and make any necessary corrections at no charge to the customer, should an error be discovered.Most evaluation agencies allow customers to order copies of reports for 2 to 3 years.  ECE has chosen to allow customers to ask questions and order copies for 10 years from date of issue.ECE does not provide support for, or validate reports that were prepared more than ten years ago. We maintain this policy primarily because our research is ongoing and, over time, our evaluation methods and policies are subject to modification, revision, and clarification. Per our retention policy, we no longer have your file as it was prepared 16 years ago.If you would like to order a new report and have any questions concerning the process, please contact our customer service department.  We would be happy to assist.Sincerely,

Thank you for the opportunity to respond to this question.The applicant requested and received an evaluation report.  He applied for a new evaluation report and then cancelled that request and then made a new request.  When the request was cancelled we processed the refund.  Please...

note that once ECE processes a refund through the credit card system, it has no control as to when the refund will be credited to the credit card holder's account.  That is within the control of the credit card company and the holder's bank.Copies of the report were sent to:South Dakota School of Mines and TechnologyNorth Dakota State UniversitySouth Dakota State UniversityPlease let us know if copies of the report were to be sent anywhere else. If so, we will send one copy to another school, at no charge to the client.

I would like to personally handle your matter. Please contact me at [redacted] to further discuss how I may assist you. My phone number is ###-###-####. I want to discuss this with you personally.[redacted].