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Migration Expert

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Migration Expert Reviews (2)

As far as I can tell this is a scamYou pay twice the actual visa fee to use their site instead of the actual official site

Review: I paid them $400 to help me obtain a work visa to Australia. I expected service. However, for the $400, what I received were documents that are free on the Australian government website. I know this because I'd already read them last summer when I first looked into it.In summary, I paid $400 expecting good service. Instead I got forwarded a bunch of free manuals. And then today I got a message saying, essentially, that they're keeping my money.Desired Settlement: I want my money back.$400.

Business

Response:

We write in response to your letter dated ** October 2013 regarding a complaint made about our organization by a former client. This letter serves as a response to your request. Please note that our Head Office and rnain server are located in Melbourne, Australia and all times quoted within this letter are in 24 hour Australian Eastern Time.

Our Organization

Established in 2002, Migration Expert has offices in Australia, Canada, the UK and USA and provides professional immigration services to clients from around the world. Our team of Migration Consultants and Lawyers are highly trained and dedicated professionals who are devoted to providing clients with accurate and timely immigration advice and excellent service. All of our Migration Consultants and Lawyers are registered with the regulatory body relevant to their respective country of specialisation that authorises them to provide country specific immigration advice.

A full description of our company, the countries for which we provide services and the Migration Consultants and Lawyers employed by our organization is provided in the 'About Us' section of our site. This section also confirms that we are a private immigration firm and that we are not affiliated to any government organization nor have the ability to grant visas. This can be verified via the following link:

We offer a wide range of varying immigration services, covering all budget ranges. Details of all services are dearly listed on our website under the 'Services' section:

Background to complaint

Migration Expert maintains detailed records of all client activity on our site. According to our records, the complainant, [redacted], registered with Migration Expert on the Australian section of our site on * August 2013 (Australian Eastern Time). In order to proceed with his registration, he was required to agree to Migration Expert's Terms and Conditions. The full text of our Terms and Conditions and our Privacy Policy are also available on the footer of every page of Migration Expert's website.

The Terms and Conditions specifically provide for the submission of refund requests and sets out the following:

Refund Policy

"As soon as payment is received, the Client is deemed to have engaged the Services of Migration Expert. Our Service is our professional advice and expertise. Once the Service has been provided to

you, it cannot be returned1 whether or not you have changed your mind or you no longer wish to utilize it''.

Full Terms and Conditions can be seen on the following link:

** [redacted]

[redacted] agreed to these Terms and Conditions when he registered on * August 2013.

Free Visa Eligibility Assessment

Upon completing the registration process, [redacted]'s first step was to complete the Free Visa Eligibility Assessment questionnaire that has been specifically designed to provide clients with a prelimanary assessment of their ability to satisfy the Visa criteria for their selected Visa type. In this instance, [redacted] completed and passed an Eligibility Assessment for Skilled Sponsored

(State/Territory) Visa for Australia.

Upon completing the Eligibility Assessment he was directed to a web page detailing his assessment results. Importantly, this page provided his with a detailed description of the service/s available to his, in this instance, the Skilled Sponsored (State/Territory) Visa Advanced Migration Service. This service description included an overview of the Skilled Sponsored (State/Territory) Visa, as we!! as a point by point explanation of everything included In the service. A service description is contained in

the link below:

Migration Interview

[redacted]'s next step was to complete the Migration Interview -Step 2 of his profile. Our Migration Consultants use the information provided in the Migration interview in order to give clients the most accurate immigration advice possible for their respective unique circumstances. Every case is different, and it is important for .us to collect as much detail as possible about client's cases so that the immigration advice we give is accurate, up to date and useful.

Payment Page

After completing the above stages, [redacted] was finally directed to a web page that allowed him to purchase a service if desired. This page also contained a description of our services. It explained exactly what [redacted] was intending to purchase and included another link to a detailed description of the Advanced Migration Service, similar to the one he would have seen when completing the Eligibility Assessment

Importantly, this message is clearly displayed above all of the payment options that were available to him. It is Impossible to proceed with the payment process without seeing this message. It was clearly stated on the payment selection page that the purpose of the product he was about to purchase was to help him to self manage his visa application. It was also explained that he was purchasing professional immigration advice only.

Indeed on every page of our website, the following information is dearly displayed on the left hand side:

Migration Expert Australia is a private immigration firm providing immigration advice & representation, and is not affiliated with the Australian Government. All decisions for granting a visa remain with the relevant Government Authority subject to the applicant lodging a valid application and meeting the relevant criteria. If you do not wish to obtain immigration advice or representation you can make your application directly to relevant government authority without paying any additional fees.

The documents which form part of the Advanced Migration Service are prepared for the client directly based on the information provided. The information contained therein may be found in generic versions on the internet, but the actual service documents are personal the client.

Our records show that [redacted] made a payment of US$399 for the Skilled Sponsored

{State/Territory) Visa Advanced Migration Service on ** September 2013 at 08:02. This payment was made over one month after first registering on our site. This service was prepared by one of our Migration Consultants within 24 hours and made available to him at that time.

Opportunities for More Information

As listed above, the visa type selected by [redacted] and the nature of the service that he ultimately purchased were dearly explained in at least two places prior to purchase, In addition, Migration Expert provided multiple ways that he could have learnt more about our services and our company prior to his purchase. The phone numbers and addresses for our offices in Australia 1 Canada, the United Kingdom and the USA are published in the "Contact Us" section of our website, and dearly displayed in the footer of every page of our website. Our Clients can also contact us electronically before making a payment if they have any queries about our company or our services. This feature can be found under the "Support 11 button in the Client Area. We therefore feel that we provided [redacted] with ample opportunity to seek more information. If he had had any question about our services or our visa he was given ever y opportunity to contact us for clarification prior to his payment.

Refund Request

Our records show that [redacted] only contacted us several days (**/09/2013) after the service was prepared to enquire as to the service he had purchased and to advise that he no longer required the service and wanted a refund. Requests submitted after 8 hours of payment must be accompanied with a refund request form and are not automatically refunded. [redacted] was duly sent a refund request form through the Client Area of our site.

To date we have not yet received the completed Refund Request form and are not able to act on his request without this duly completed. Our file notes indicate that [redacted] did contact our office via telephone on multiple occasions seeking assistance with returning the form and this was provided by our Customer Service staff, During another telephone conversation on * November 2013, [redacted] called in again to follow up the refund request whereby he was told again that he is not eligible for a refund as the service had been prepared and in any event that we had not received the required form. The Customer Service staff member clearly reiterated that our website sets out the nature of our services and that we do not promise to provide the visa as we are a private company and provide immigration advice and assistance only. [redacted] advised that he knew this and that he paid for the service because he wanted us to handle the visa application. Again the Customer Service staff member explained that we have a different service for this but it was not the Advanced Migration Service which he elected to purchase.

We therefore state that Migration Expert Ltd has acted in good faith at all times and has neither misrepresented ourselves or our services nor have we engaged in misleading activities as claimed by [redacted].

A clear description of our organization and our services were provided to [redacted] at all occasions on our website and he was able to contact any of our global offices from Monday to Friday, 24 hours a day to clarify any concerns or questions he may have had. With the ability to contact us directly through our website or via telephone, [redacted] was also afforded ample opportunity to contact us should he have any queries before proceeding. [redacted] elected to change his mind as to the level of migration assistance required only after making said payment, That [redacted] elected to make a purchase without reviewing any of the wealth of information on our site and as a result purchased a service he then decided he did not want Is not something for which our organization should be held accountable.

We therefore recap below the basis for our decision not to refund the payment:

[redacted] agreed to be bound to the Terms and Conditions of our Service Agreement.

[redacted] had ample and dear notice of the exact nature of our organization and the service that she chose to purchase,

[redacted] was given the opportunity to request clarification about Migration Expert and our services.

Our Migration Consultants commenced work on his profile in good faith prior to the receipt of his refund request.

No refund form has been received and he has been advised both in writing and verbally that

he is not entitled to a refund as the service has been prepared.

Yours sincerely,

Consumer

Response:

At this time, my complaint, ID [redacted] regarding Migration Expert has been resolved. I received half a refund. It's far from total justice, but it's enough that I'd just rather move on and not have to deal with them anymore.

(By clicking "OK", your complaint will be closed as Resolved.)

Sincerely,

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Description: IMMIGRATION & NATURALIZATION CONSULTANTS

Address: 44 Wall Street  12th Floor, New York, New York, United States, 10005

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