West Idaho Orthopedic & Sports Medicine

[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 ***, 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,
*** ***

Ticket #***
Hello *** and ***, I apologize, but Parchment does not offer phone support at this timeI can help assist you with your transcript orderI show that the high school has not yet approved and processed the requestAfter you place your request on Parchment, it is sent to the
high schoolThe school then needs to approve the requests and upload the transcript information to us so that we can deliverI have copied the high school on this support ticket to ask if they can promptly process your transcript requestsAs soon as they provide us with the transcript information, we will deliver your transcript to your Parchment account and email address as ordered.I show that the school has not responded to the transcript requestsPlease reply to the support ticket that I sent on 11/17/I would be happy to issue a refund to your credit card if you incurred a fee for placing the requestsYpsilanti Community High School Student: *** *** Class of DID# T*** * *** Please let me know if you have further questionsKind Regards,Diane

As one of our support specialists mentioned when assisting the parent, due to FERPA guidelines we are unable to discuss specific information in regards to the transcript/account/orders to the parent because the child is no longer a minorWith that said, we can confirm that all orders placed
by the student were delivered as orderedIf the student would like more detail, they can contact us directly to discuss their account. In hopes that this will be taken care of, I have resent the orders again today (8/5/2015) as they were orderedThe student can see where these were sent by viewing their orders in their Parchment account, or by contacting us directly

[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 ***, 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,
*** ***

The transcript is incompleteThey did not include Algebra 11a grade which was complete They r showing it as incompleteThey do not return phone callsVery frustrating and I hop it doesn't impact my child's college applications

Hello RevDex.comIn regards to this issue we have worked with the customer to try and resolve the issueThe original document was sent out via *** International on 04/06/2015 which can take a long period of time to reach it's destinationOn 6/04/2015 we resent the
document via *** International because the customer stated the document never arrivedToday 8/17/the document will be resent once again via *** International which will have a tracking number of ***The *** delivery option is available to the customer when orderingWe have provided this service for free as the document failed to reach its destination times prior.Because of FERPA regulations we cannot alter the address once the order has been placeEach time the customer told us the document did not arrive we confirmed with the customer that the mailing address given in the order was correct.We have responded to every unique ticket however with the long turn around time for *** International mail it is extremely important that the address we are given is correctSince the *** International package is tracked the customer will know if there is any issue with it's delivery.Kind Regards***Parchment, inc

[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 ***, 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,
*** ***

***, please keep in mind we are just the delivery service for the schoolWe do not generate the transcripts nor do we hold the records.If your child's transcript is showing missing information, you will need to contact the school directlyThe school generates the transcripts and uses Parchment as the delivery service.As previously mentioned, we delivered your documents as orderedPlease contact the school for any missing information on the transcript. Regards,Hailey

Hello ***,I apologize for the issues you experiencedI have redelivered your transcript today to Fullerton CollegeIt is now available for them to download againI have emailed you directly with Case #*** in regards to this issue.Please let me know if you need further assistance.Kind
Regards,Diane

Apologies for the delay in a response, but I've looked into your Order and see that it was Uploaded & Matched earlier by CTU and delivered to the email you specifiedIt has been downloaded and is pending a View ConfirmationThis means they should have your Transcript and all should be sorted
out

Hello [redacted]I apologize that you did not receive your transcript. I responded directly on the support ticket you submitted to Parchment with the following information.I have requested that another copy be sent out today via Fed Ex overnight delivery. Tracking #[redacted]Please visit www.fedex.com...

to track your package.You should receive this tomorrow, 1/8/16.Please let me know if you have any other questions or concerns.Kind Regards,Diane

[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 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,
[redacted]

Hello [redacted],As we are working on Support Case #[redacted] on this issue, I sent you the following response:The transcript that was delivered to [redacted] and the [redacted] for your requests placed on 2/9/17 was the same transcript that you are able to view on your...

Parchment account.  I have however, reset these requests back to [redacted] so that they will process again and we can re-deliver.I have also issued a refund in the amount of $42.00 to your credit card ending in 0127. You will also receive a confirmation on this refund from our billing company.Please let me know if you have any other questions or concerns.Kind Regards,Diane

Our support team responded to the student today as well as another support ticket was opened on behalf of the student with transaction ID's for the student for proof of refund for all five orders.

A refund has been issued for the student as well as a support ticket opened on student's behalf confirming the refund

Hi [redacted]I show that a response to Support Ticket #[redacted] reflects the following solution. A refund has been issued to your credit card on 1/4/16. Transaction ID: [redacted] Payment Method: [redacted] Amount: USD (10.00) Customer Name: [redacted] Please let us know if you have any further...

questions. Kind Regards, Diane

Hi [redacted],  I am sorry to hear that you have not been able to successfully retrieve your document. I have resent the email notification containing the link for you to download your document to [redacted] once more. If for any reason you still cannot locate the...

email within your Inbox, please be sure to check your spam/junk folder. Please contact us if you need any further assistance with this matter.   Kind regards,Jennifer

Hello,In reviewing the order in question the following occurred:1) The student, [redacted] submitted a Student Support ticket 204119 on January 8th, 2016 at 10:59AM MST.2) A student support team member took possession of the ticket created by student Ms. [redacted]'s inquiry on Jan. 8th, 2016 at...

11:06AM MST3) A student support solution to Mrs. [redacted] was offered via an email response 21 minutes later to Ms. [redacted]'s email address of [email protected] on Jan. 8th, 216 at 11:27AM MST.4) The following was included in this student support response on Jan. 8th, 2016 at 11:27AM MST:Your order number [redacted] shows that it has been placed on Hold by your school. Your other order, [redacted] shows that it is Pending action by your school. If you wish one of the orders to be cancelled and refunded to you, please reply and let us know which one. If 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, 2016 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 Jan. 10, 2016 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 student. Mrs. [redacted] or from Mr. [redacted].I do appreciate your patience and understanding and I look forward to further assisting the [redacted] family.Rob

Hello [redacted], I apologize that you have not yet received your transcript. I show that another copy was mailed out today and that the following response was sent to you.The USPS Priority Tracking Number for the printed transcript ([redacted]) is:[redacted]Currently, it says...

"Status Not Available" because it is waiting to be picked up by the USPS. Please check the tracking number by the end of the day. Kind Regards, Derrick  Please let me know if you have further questions.Kind Regards,Diane

Hello [redacted] I do apologize that you did not receive the email containing the link and passcode for your transcripts. I show that there was a typo in your email address. I have corrected this and redelivered the email / passcode to the email address of [redacted] Please let me know if...

you do not receive or need further assistance. Kind Regards, Diane