West Idaho Orthopedic & Sports Medicine

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to meThe company was good on their word and re-sent proper documentationI have access to my transcripts nowI wish it didn't have to come to this, I hope their customer service gets better but I do appreciate a very quick response and solution Regards, [redacted] ***

Parchment acts as a delivery service of student's transcripts on behalf of various high schoolscolleges, and other organizationsWe do not hold the records for students who attend(ed) [redacted] School and only send out the documents that are provided to us by the sending school(s)I reviewed our ticketing system and was unable to find any tickets filed under [redacted] (or anyone with this last name)However, I reset this student's order (listed under DID # [redacted] so that the sending school can upload the updated document and re-process the orderI sent a followup message to the sending school to let them know about this issueThe student may also want to reach back out to the school since this is a time sensitive mannerOnce the sending school has re-processed the order, our system will again send DID # [redacted] to [redacted] - Los Angeles' Parchment Receive account where it can be downloaded by the receiving schoolI also sent a followup ticket by email [redacted] (email address provided by the student on the original order) and also offered a credit on to her account for $on a future orderThe ticket number is [redacted] Please let us know if you have any further questions or concernsHave a wonderful day

Hello, We reviewed the complaint and have taken the following steps to insure the issue has been resolvedPer FERPA guidelines, we are not authorized to mark outside of the envelopes to protect the sensitive information of Mr [redacted] and all studentsBut we have taken the following steps below: 1) We have resent the document to Mr [redacted] via USPS Priority Mail, 2) We assigned tracking numbers to each document that was sent, 3) We gave Mr [redacted] a detail list of which school the documents originated from, 4) We provided Mr [redacted] each Tracking Number that is assigned to each document, 5) And we asked Mr [redacted] to contact us if he had any comments, questions or concernsThe support case that we provided the tracking numbers to Mr [redacted] is Support Case No [redacted] Please let us know if there is anything else that we could do to assistKind regards, Parchment Support Team

Hello,In reviewing the order in question the following occurred:1) The student, [redacted] submitted a Student Support ticket on January 8th, at 10:59AM MST.2) A student support team member took possession of the ticket created by student Ms [redacted] 's inquiry on Jan8th, at 11:06AM MST3) A student support solution to Mrs [redacted] was offered via an email response minutes later to Ms [redacted] 's email address of [email protected] on Jan8th, at 11:27AM MST.4) The following was included in this student support response on Jan8th, at 11:27AM MST:Your order number [redacted] shows that it has been placed on Hold by your schoolYour other order, [redacted] shows that it is Pending action by your schoolIf you wish one of the orders to be cancelled and refunded to you, please reply and let us know which oneIf you wish both of the orders to be cancelled and refunded, please reply and let us know.5) We sent an automated email follow up response to [email protected] on Jan 9th, at 11:30AM MST advising we did not receive a response back from her.6) We sent a second automated email follow up response to [email protected] on Jan10, at 11:30AM MST advising we were closing the ticket as we did not receive a response.7) As we did not hear back from the student, we did not address the duplicate order since we did not have a confirmation to cancel it, as we requested.8) Since this ticket was created, one of the student's orders was delivered to [redacted] 9) The second order, [redacted] is on Hold as placed by [redacted] and we are happy to cancel this second order and issue a refund for it if we get a confirmation from the studentMrs [redacted] or from Mr [redacted] .I do appreciate your patience and understanding and I look forward to further assisting the [redacted] family.Rob

The original order was placed on 9/22/(DID # [redacted] ) was sent to the destination selected by the student that same dayThey had chosen to send that document to Laureate Education’s Parchment Receive accountThe receiving institution has not yet downloaded the documentThe document can still be accessed by an admin at the institution and downloaded directly from the History tab within their account using DID # [redacted] The second order was placed on 10/19/(DID # [redacted] ) and was mailed out to the following address on 10/20/[redacted] I went ahead and initiated a refund for these orders as a courtesy for the studentIt appears that the student submitted a ticket on 11/1/around 11:am PST and our student support responded about an hour laterThey offered a resend of the paper document (if the student could confirm the mailing address) and advised on where the eTranscript was sentI will reach out to the student by the phone number provided in the details of this ticket to let them know about the refundI will also offer to resend the mailed document via [redacted] priority (to include a tracking number) and walk student through how they can have the receiving institution download the document

Ms. [redacted] contacted us on 8/24/2015 via email to advise that she had attempted to place an order, however she had not received a confirmation that her order was successfully received. After researching this matter further, we reached back out to Ms. [redacted] on 8/27/2015 via email to inform her that we... had reviewed her account, but unfortunately the order that she attempted to place was not successfully received. We advised Ms. [redacted] that if the ordering process times out before the order is completed then a pending authorization charge may have gone out. However, since her order was not successfully captured we informed her that no payment was collected and that the pre authorization would drop off her credit card within 3-10 business days (time frame is dependent on her financial institution). If the pre authorization did not fall off, she will want to contact her financial institution directly for further assistance with this matter. The student was also advised that if the document was still needed, a new request would need to be placed. Student was never instructed by our representative to send a title four and/or letter stating the balance was paid nor was she directed to contact any other company other than her financial institution. Please contact us if we can be of any further assistance. Kind regards, JenniferParchment, Inc.

This is the response on the customer's support request # [redacted] , submitted yesterday, 8/2/2015, which is not during our hours of operation:Hello ***,We greatly apologize for the response you received on your previous support request, # [redacted] .The sending colleges make the decisions about refunds and replacement orders, so please reach out to [redacted] and [redacted] Community CollegeNormally they process refunds themselvesOn rare occasions, if they are unable to, they instruct us to process them, handled by an escalation team[redacted] has a Receive account and does successfully receive electronic transcripts through that accountWhen you selected your recipient, you selected or type in the email address: ***@***.***.***I do not see an email address formatted like that anywhere on [redacted] admissions pages, so it is possible they did not receive it at allThe two email addresses I see which go to their Receive account are [redacted] @***.***[redacted] and [redacted] @***.***.***That said, I would use whichever delivery method they recommend, so if you talked to someone at [redacted] who advised you to have your transcripts mailed, then I would follow their preferences.Again, we greatly apologize for the inaccuracy of the previous response to your requestPlease let us know if we can be of any further assistance.Kind regards,***

I apologize for any frustration or confusionThe GED team at Parchment has access to search our database by first name, last name, DoB, last of SSN, etcWe do not limit our database searches by state/jurisdiction in hopes that we will find your GED recordsIt is when the record can not be located within our electronic database that the GED team uses the jurisdiction to narrow the scope of focus for manual review of physical recordsIf you have verified that the information on your requests was accurate, then we unfortunately do not have access to your recordsThey may be in a state that we do not have access toFor more help with GED, you can contact: [redacted]

In regards to the request under DID [redacted] for a Pennsylvania Cyber Charter School transcript to be sent to Hudson Valley Community College of Troy New YorkWe have confirmed that an admin of the Hudson Valley Community College's receive account has downloaded the document on 10/We cannot force a receiver to take any action on the documents they receiveThe school is responsible for processing their documents and if they have any difficulties doing so we have dedicated support for those organizations and institutions.Regarding your support ticket submitted under ticket number We received this ticket on 11/16/10:AM MST and was replied to on 11/16/10:AM MST stating that the receiving school has received and downloaded the document.While researching this issue I did find something that may have lead to Hudson Valley Community College stating they have not received your transcriptI will contact you directly through your ticket in explain this issue.Kind RegardsStevenParchment, inc

Hello ***,The status of your transcript requests were updated on 4/19/You might need to clear your cookies/cache from your browser to refresh the status page on your Parchment account.I show that your transcript orders have all been processed and delivered.***Mailed out on 4/19/to the following address:*** ***
*** ***
*** *** *** ***
*** *** ***
***Delivered to University of Maryland - University CollegeSuccessfully received and downloaded by the college on 4/19/17***Delivered to your email addressSuccessfully received and downloaded on 4/19/17Please let us know if you have further questions or concerns.Kind Regards,Diane

Good Morning, We have reviewed the case with the record in Parchment on case # ***The agent working on the case attempted to contact the former student yesterday and we were awaiting a responseThere was an issue that delayed the original order from processing completely through
shippingWe have two options on this issue that are available: We can process the refund the $as per the requestor We can process an order for the paper certificate and expedite the shipping to Mr*** via FedEx Please let us know which option will work best for Mr*** and we will work on processing the option he chooses as soon as possible

Hello,Here are the details regarding this specific order placed by *** ***:1) The original order, ***, was placed by student *** *** *** on 08/18/and the incorrect transcript belonging to a different *** *** was matched to the student's order when being processed
by the parent campus on behalf of *** *** *** - *** ***, on 08/19/and was delivered by Parchment on 08/19/2015.2) The student emailed the Parchment Student Support system at 4:PM MST on 08/27/advising of the error and the ticket was escalated to the Member Support team within minutes and the student was emailed minutes later advising that we would address this issue as soon as possible.3) Earlier today, 09/01/2015, I reset *** *** order, ***4) I then contacted the parent campus fulfilling orders on behalf of the sending school, *** *** *** - *** ***, advising of the incorrect transcript delivered on behalf of MsJones5) The parent campus promptly uploaded and matched the correct transcript to the correct *** ***.6) The correct transcript was delivered and is now available for downloading by representatives at the University of *** - *** ***.7) I contacted *** *** via email to apprise her of the successful re-delivery of the correct transcript order, *** and she requested a credit for the transcript order.8) A transcript credit of $20.00US was placed in the correct *** ***' Parchment student account and this credit is valid for any future transcript orders that she may place.Please let us know if we can be of further assistance or clarification.?Kind Regards,***Parchment

Our student support supervisor, Justin, provided the following information for Mr***The student's account with the University of *** ** *** *** *** showed orders to dateOrder # ***1 - Placed on 1/31/to a Parchment Receive account for *** ** *** - Arlington
where it was then downloaded through the account on 2/2/The document can easily be re-downloaded by a receiving admin (in the Registrars or admissions office) through their Parchment account.Order # *** - Placed on 2/4/and completed/mailed the following day directly by *** ** *** of the Permian BasinThis university has elected to mail out their documents directly and use Parchment for electronic delivery onlyFor more information in regards to tracking this document, the student will need to contact UTPB, Office of the RegistrarUSPS typically quotes a delivery time of 7-business days for orders to be delivered.Order # *** - Placed on 2/6/and completed/mailed the following day directly by the sending schoolAgain, the student will want to contact the sending school for more information on this documentOrder # *** - Placed on 02/13/for Electronic delivery to ***We show this document was processed and delivered (around 10:am PST on 2/13/18) the same day the order was placedThis order is currently available for download, and instructions on how to download are in the email we sent to the recipientWe would suggest they check their Spam or Junk folder to be sure.The *** ** *** of the Permian Basin uses Parchment as their Order Taking serviceOur service is designed as an ordering platform and for all questions regarding these *** ** *** of the Permian Basin orders, it is best to contact the sending school directlyRefunds and mailed resends must be handled directly through the sending school

Hello Ms***,Here is a quick summary of the events this week with regard to your order:You placed your order for a transcript to be sent from *** University to email address ***.***@***-***.*** on Monday, August 10th. *** received the notification and uploaded your
transcript data to Parchment the same day. Parchment processed the transcript data and generated a secure, official electronic transcriptParchment sent the delivery email to ***.***@***.*** in less than three hours totalThis process quite often takes multiple business days to completeYou submitted support request #*** on our website one day later, approximately hours after the order was placedOur website includes a Help Center with guides, video tutorials, and help topics for students and school administratorsOne of our student support representatives received your email and escalated your support request in less than minutesYou emailed us twice more, requesting an update and demanding a refundOne of our escalation team members called you by phone and closed your support request with a summary of the steps taken. The delivery email was re-sent on 8/and the "download counters" were reset as well to ensure that the recipient would have plenty of opportunities to download the file to more than one computer if necessaryAn individual from the sending school re-sent the delivery email and reset the download counters again today, 8/3/2015.*** Technical College has multiple full-featured Parchment Receive accounts for different campuses, including one for ***. I have reached out to Mr*** and offered assistance with downloading your transcriptWe will follow up with Mr*** to ensure that your transcript is delivered.Kind regards,***

Hello Revdex.com,On 06/17/Muriel submitted a request for her GED Diploma to be sentThe order was fulfilled and the document was sent outBased on the time stamp this would have been mailed on 6/18/to the address given in the order via ***.On 08/05/Muriel submitted a
request for her GED Diploma to be sentthe order was fulfilled and the document was sent outBased on the time stamp this would have been mailed on 8/06/to the address given in the order via ***.Unfortunately we do not have any control over the mail once it has been given to the Post OfficeBecause *** does not provide tracking information for standard mail we cannot track its deliveryFurther more due to FERPA regulations we cannot alter the details of an order once it has been placed.I have resent her documents via *** Priority and should arrive in to 7 business daysThe documents will be prepared and mailed tomorrow, 8/20/I have also refunded one of the orders since this was a duplicate document request as a courtesy to Muriel.Kind Regards***Parchment, inc

Hello H***, I sincerely apologize for the delayed response of your support ticketsI do show that your high school has now uploaded your transcript to us and we were able to deliver your transcript today, June 27thI have issued a refund for your requests as requested. Please let me
know if you have any other questions or concerns. Kind Regards, ***

The following response was submitted via Support Ticket #***Hello Maria, I sincerely apologize that you have experienced problems with the delivery of your transcriptI am having another copy shipped out today via *** ** overnight delivery so that you will receive it Tuesday, 6/21/16.Tracking #
*** *** *** Kind Regards, Diane

Student opened up a support ticket on 6/23/4:AM and was responded to on 6/25/4:PM stating a refund was issued for $Another support ticket is being opened to confirm he was in fact refunded for $

Hello ***, I apologize for any confusion on your support ticket #***Our student support team asked for verification of your email address as the email address on the ticket does not match the email address listed on your Parchment accountI have re-delivered the email sent to your
gmail address again today that contains a link to download your transcriptI do show that the document was already downloaded on 9/29/Please let me know if you have any questions or concerns regarding downloading your transcriptKind Regards, Diane

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.Regards,*** ***