Stephenson Equipment, Incorporated

April 24, Dear *** *** ***,
Thank you for your correspondence to Stephenson Equipment, Incconcerning the complaint that was filed on April 15, and providing us an opportunity to respondTo sufficiently explain the details of the training class that the
complainant was registered for, I must first explain the process that is required for this type of training and testing.The National Commission for the Certification of Crane Operators (***) is a National Certification Agency that develops ANSI accredited certification programs for the crane operator and related professionsBecause this exam process is accreditation by ANSI, it is required that this testing follow pre-determined guidelines that are structured to be consistent across the nationOne of the requirements is the written exams must be given by a third party independent testing companyInternational Assessment Institute (IAI) proctors all of the certification exams for the ***Because IAI handles the administration of all the certification exams for ***; the application process, guidelines for testing, application deadlines, exam fees and the scheduling of the Chief Examiner who actually administers the written exams are all set by IAlThe sponsor of the written exam test site, i.eStephenson Equipment, Inc., is required to follow all of the procedures set forth by the *** and IAITherefore, the application deadlines, rules for testing, cancellation policies, re-scheduling policies and testing room set up guidelines are all set forth by *** and IAI, not the sponsoring company, i.eStephenson Equipment, IncThe process is:The written exam test site (address where the exams will be given) must be registered and approved four weeks prior to the written exam dateStephenson Equipment sets up these exam sites at our locations on a regular basis at our McDonald, PA; Harrisburg, PA and Pittston, PA locationsThe candidate application that is filled out and signed by the candidate registers the candidate to take the written exam(s)This application must be submitted to International Assessment Institute two weeks prior to the written exam dateaAfter the candidates application is submitted to International Assessment Institute, the candidate that is registered to take the written exams:iCannot be changed,
iiCan only re-schedule the written exams if one of the following apply:Candidate is ill,
Death in the family,
Work scheduling conflict
bIf any of these apply, the candidate is required to provide a letter in writing indicating the reason they could not take the written certification examsThe candidate must submit this letter within seven days after the written exam date
cCancellations are not permitted after the applications are received by IAIThe candidate's only option then is to re-schedule if one of the three reasons above applies
Companies like Stephenson Equipment, Incprovide the training, location, and act as the Test Site Coordinator for *** and IAIStephenson Equipment, Inchas been a sponsor and provider of the *** Crane Operator Certification programs since January We are not new to this process and understand the procedures and requirements very wellWe communicate to all candidates clearly and give them the necessary information for them to make sound decisions concerning their training and testing needs.As a provider of training and a registered *** Test Site, we have no way of knowing a specific candidates crane operating skill level when they contact usWe give them guidelines and explain what we can offer to them to assist them in being successful in their endeavor to receive their Crane Operator CertificationWe provide the information so they can make decisions based on their needsConcerning the complainant:
The first communication that we had with the complainant was on March 26, The communication was initially done by phone between the complainant's girlfriend and my *** Test Site CoordinatorThe follow up to this phone conversation was an email sent on ThursMarch 26th by my *** Test Site Coordinator to the complainant's girlfriend explaining that our next *** Test Site scheduled at our McDonald, PA location was scheduled for the week beginning 4-This email explained the entire testing process including the candidate application deadline being 4-1, written exam training and testing fees, practical exam fees, hands on training fees, certification crane categories, a recommendation to view a video of the certification practical exam by giving the website link of the video so the candidate can better determine if they feel they can just take the practical exam or if they will need hands on training and the test site addressThe next correspondence we received from the complainant's girlfriend was an email on ThursApril 2, that included the complainant's candidate applicationThis was one day after the application deadline so the application was late per IAI's application deadline ruleBecause the application was late, there is a $late fee that is assessed on top of the training and testing fee.On April 3, my Test Site Coordinator emailed the complainant his class registration confirmationThis confirmation included the notification that the application will be submitted to IAI on that day, the gr and that we would only be able reschedule a candidate for the three reasons listed above if they cannot attend the class and testingThe application had to be sent that day because it was already late.I was the trainer at our 4-class at McDonald, PAI was notified on 4-at 1:24pm by email from my Test Site Coordinator that she had received a phone call from the complainant's girlfriend indicating that the complainant's Grandmother had passed awayThe complainant was in class so I assumed that he would be leaving and probably not be able to continue the training and testingThe complainant stayed the entire day on the 13th and did not mention to me anything concerning his Grandmother passing away.I should stop here and explain something elseDuring the process of registering the complainant prior to 4-13, the complainant called and asked to be registered for one week of hands on training scheduled for the week of May 4thDuring lunch on Monday the 13th, the complainant spoke to me about the hands on training and practical exam processHe had told me that he had no crane operating experience so of course he was going to need hands on trainingHe told me he was registered for the hands on class May 4th but he didn't know if he could come up with the money for the hands on trainingI told him that the certification process gave one year to complete the practical exams so he didn't have to do it right awayThe original email that we sent also stated this.At 1:24pm, I received the email from my Test Site Coordinator concerning the girlfriend call an indicating that the complainants Grandmother had passed away and they wanted a refundMy Test Site Coordinator communicated by phone and email to the girlfriend and the complainant concerning IAI needing a letter stating the reason for not be able to attend the training and testing and a copy of the obituaryThe complainant subsequently did not attend the training on the 14th and 15th nor the testing on the 16thMy Test Site Coordinator repeatedly tried to contact the complainant and girlfriend by phone and email with no responseMy Test Site Coordinator subsequently sent a letter to the complainant's address stating the need for the letter substantiating the reason for not attending the training and testingThis letter is required by International Assessment Institute so the candidate can reschedule their testing processWithout this letter, the candidate forfeits their fees and will not be able to reschedule their exams and trainingThis process was communicated to the complainant and the complainant's girlfriend by phone conversation and email several times, not to mention our cancellation and rescheduling policy is in the candidates training manual which the complainant has possession of, is listed on our SEl website and is listed in the *** candidate handbookSummary The complainant registered for the written exam training and testing class one day after the deadline date which required his registration application to be submitted on the day we received itBecause the application was received late, this required that if to be submitted right awayThe deadline that allowed for cancellation and subsequent refunding offees was already pastAt this late date, the only option for any candidate if they cannot attend because of one of the three allowable reasons is to reschedule.Two weeks prior to attending the first day of the written exam training class, the complainant had asked to be registered for the hands on training and testing class beginning on May 4thThis request confirmed his desire to attend hands on trainingAt that point my Test Site Coordinator had explained to the complainant that we would put him on the hands on training schedule and we would have to have payment for the hands on training class by April 27thThe complainant attended the first day of class on 4-Did not say anything to me concerning his Grandmother passing awayHis girlfriend call my Test Site Coordinator to let her know and asked for a refund which was not possible at that pointThe only option available to any candidate that cannot attended at this time in the process is to reschedule the training and testing which could have been done and we were more than happy to assist the complainant with the rescheduling notification processMy Test Site Coordinator continued to try to contact both the girlfriend and complainant since the 13th to help the complainant with getting the required letter to IAl so he could be sure to reschedule his training and testingIAI allows this letter to be received up to seven days after the test date to give the candidate some time to get organizedBecause the complainant's Grandmother had passed away, this was definitely an acceptable reason for not being able to attend the training and testing so we continued to try to contact both the girlfriend and the complainant to assist them in handling the required letter so the complainant would not forfeit his training and testing feesWe provided the same information and service to the complainant that we provide to all candidatesWe will assist and have assisted many candidates in submitting the required documentation in the event something unforeseen happens that causes them to no be able to attendWhat we cannot do is actually write the documentation letterThat must come from the candidateIn the case of the complainant, we did everything possible to contact him and assist him with this required documentation with no response.Our refund and rescheduling policy mirrors the *** and IAI policy because we act as a registered test site for the *** Certification testing which has clear procedures and policies that we are required to followThe rescheduling policy is a fair and clearly communicated policy and is required as this training and testing process must be pre-arranged prior to the actual training weekThis two week period of time allots the time required to make all the necessary scheduling requirements for staff and printing and shipping of exam bookletsA candidate that registers for this type of professional training and testing is working towards attaining a professional certification that is required to operate a craneWe assist candidates through every step of the process providing them the options to help them to this goalThe rescheduling process provides for a candidate to reschedule the training and testing in the event something unforeseen happens that is outside of their controlCandidates are always eager to get us the letter stating the reason for needing to reschedule so they can be sure to get in the next available classThey know they need to have this certification and take it seriously so they appreciate the option that enables them to rescheduleWe honestly did not understand why the candidate did not respond to our repeated requests for this required documentationResolution:
Our SEI Candidate Qualification and Cancellation Policy and the *** and IAI policy clearly states that candidates are permitted to cancel their “penciled in registration" prior to the two week official registration deadline and receive a refundAt the two week deadline, we are required to submit the official candidate applications to IAlAt this point, the only option for candidates that will not attend is to rescheduleThere is no refunding offees after the applications are submitted to IAl.When we submit a candidate's application to Al, we also remit the $candidate written exam fee, applicable late fee (if applicable) and payment for the Chief ExaminerWe also order the candidates text book and arrange to have them shipped to their homes and schedule the caterer's for lunch based off the number of candidates that are registered for the classAll of the costs associated with the above (except any late fees), we pay out of the $training and testing fee that is charged to the candidate.As you can see, the two week deadline is needed to make all the final arrangements for these classesTo allow refunding offees after this deadline is not possible since we have considerable costs incurred within these last two weeks that are not refundable to us if a candidate could cancel in this period of timeWe have already paid the following fees for the complainant:$written exam fee to IAI
$candidate application late fee to IAI
$for the catered lunch for two days that he didn't attend without notice
$for the printing and shipping of the training manual $in administrative costs
We will offer the following options to resolve this:
Option One: We will offer the complainant to reschedule the training and testingUnfortunately the complainant did not respond to our repeated requests for a letter documenting the death of his Grandmother which we needed to arrange with IAI to have his exam fees heldThis resulted in all of his exam fees now being forfeitedBecause of this, this option would require the complainant to pay the $exam fees againOption two: As a gesture of good faith to resolve this, we will refund the $training and testing fee paid by the candidate minus the $($exam fee, $late fee, $catering cost, $administrative cost) of non-refundable fees that we have already paid for the complainantThe remaining $will be credited to the complainant's credit card upon SEI receiving the crane operator training manual that is in the complainant's processionThe manual must be returned to SEI, Paxton Street, Harrisburg, PA In closing, my Test Site Coordinator, who works under my direction, communicates the procedures and policies for this training and testing process to the candidates, or their representatives, as set forth by myself, *** and IAIMy Test Site Coordinator does not set any of the procedures or policies, she only acts as the coordinator for the test siteThe string of emails that had been sent by my Test Site Coordinator is included with this responseWe at SEI are encouraged by those individuals who desire to learn the profession of safe crane operation and desire to assist them in accomplishing thisWe understand that crane operation is a huge responsibility and desire for those in the profession to have a good understanding of how to operate a crane safelyWe would encourage the complainant to continue to work toward learning the crane operating profession and attaining the required certificationsRespectfully,
Ray F
Inspection/Training Manager