World Education Services, Inc.

Dear [redacted],   I have reviewed the complaint sent by [redacted]. Please note that we have contacted [redacted] to conduct an investigation into the whereabouts of this package and her original documents. We have also contacted [redacted] directly to assist with the investigation.  If there are any additional steps to be taken by [redacted], we will correspond with her directly. At this time, I believe this concludes the complaint.   Sincerely, Erika S[redacted] World Education Services Customer Service Supervisor ###-###-#### [redacted] <[redacted]>

Dear [redacted], We have received the correspondence regarding  [redacted]. We are sorry to hear that the applicant had such a hard time reaching our customer service support staff in November. After carefully reviewing the file I have determined the following.  It is...

apparent that the applicant mistakenly applied for a new evaluation instead of a duplicate report. Yes, the applicant applied in November, but it had been on hold waiting to see what credentials the applicant would submit. When the official transcripts arrived and the evaluator noticed that it was the same credentials which were evaluated in 2012, we cancelled the file.  WES cancelled and  refunded the second evaluation on January **, 2015. The applicant called on February *, 2015 concerning the cancellation, we informed her that since she did not have any new credentials the file was cancelled and that she should go online and order a duplicate report. She has  not applied for a duplicate report since that call. 1.The applicant states that she was not notified , but we  sent her a letter with full explanation on 1/**/2015. 2. The order duplicate tab is available online3. When evaluations completed and  mailed to applicants, we enclose an insert which also informs you “ How to order a duplicate report”.4. Online ( My Status Page) All applicants can apply for a duplicate report by going to their online account. There is full text and a tab which shows them how to make the order. At this stage we can offer the applicant a complimentary report to SOPHAS.  If [redacted]  would like to supply the specific Schools of Public Health where she intends to apply, we can contact them personally.   She should also supply me with her SOPHAS ID number. My email address is posted below for her convenience. Sincerely,  [redacted]
[redacted]
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because
 
Thanks for the reply. It took me 5 months and a trip to India to get the transcripts that I sent to WES in December. I am still hoping that they can locate the documents because that will significantly speed up theprocess. Is it possible that they were filed under my married name instead of the maiden name used in [redacted]'s response? Is it possible that they were filed under reference number [redacted] used in 2011 or reference number [redacted]?It will be more efficient if WES can verify the transcripts with the issuing institutions. I can provide the copies of the transcripts to WES. However, how do I  contact [redacted] and what address should I use to send the documents to her directly? It will be helpful if [redacted] can call me or send me her contact information so that we can discuss next steps and ways to speed up the process. 
Thanks for your help.
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

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 and the matter has been resolved.
Sincerely,
[redacted]

Dear [redacted], We have received the correspondence from [redacted]. Please note that [redacted]’s evaluation was completed and mailed on January *, 2015 to her address in Vietnam. Before the report was completed the applicant changed the address to an address in Westminster California and  now that...

the file is completed we see a new address in Los Angeles.  The applicant should have been informed that once the address is changed a fee of $7 for processing and shipping is required. I will override this policy and send another report to the Los Angeles address which appears on this Revdex.com complaint today.  Thanks,     [redacted]World Education Services

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
 Dear [redacted],
In addition to extremely poor customer
service, negligence in responding to repeated written requests and as a result
- confusion and absence of communication, WES in their response now has also
added false and misleading statements. Based on the complete transcript of our
communications with WES provided for public review, one can easily see that “the
applicant” was given no response to any of the THREE requests made to WES in
order to be “well aware” of anything. The two responses that we did receive
were just automated email snapshots of my online account showing what has been
submitted thus far and that the original copies are still due. There was no
mentioning of anything correlating to the actual request submitted to WES and clearly
no mentioning of WES actually working on our documents or
contacting [redacted].  From such a response (or absence of it) one can
only conclude that no one at WES has even read these requests for
cancellation that we have submitted. The assumption
of the WES respondent that we could somehow become “well aware” of them working
on our credentials (assuming since our unresolved phone calls made in July and
written requests for cancellation throughout the month of August) is ungrounded
and not based on any evidence that WES has presented to us in their only two automated
responses. Also, it is the FIRST time we got a real person at WES actually
responding to us. Unfortunately it seems that it takes the RevDex.com’s involvement to get someone at WES to respond to a customer.
After reading other complaints against WES,
one can easily see that unfortunately our experience with 40-60min wait times
each phone call, inability to speak to the right person or to escalate your
concerns, negligence of their Staff to respond to written requests, overcharging
or refusal of refund of unfair charges, and overall extremely poor service is
not a very unique experience but rather a ‘normal’ way of WES doing their
business with their customers. Also, WES charges the applicant prior to
reviewing one’s transcripts or other required documents and requests documents
which are impossible to get in our situation (and many others based on customer
reviews). Then if one wishes to cancel the company's services that
have yet to be provided, they charge a $50 fee for no reason. Evidently, WES has a long list of
complaints from hundreds of people who were taken advantage of. Unfortunately,
it does not change the company’s policies nor does it affect their negligible
and poor customer service.
Regarding the accusations of forged credentials that
WES has used to justify over two months of a negative and now humiliating
experience and the fact of withholding of our payment - we will investigate
this matter directly with the School that has issued my credentials. It is not
possible that our documents that were submitted with our application could be
found “to have been altered, tampered with or forged” since we didn’t even send
the original transcripts for WES to review yet. The documents we submitted were
only photocopies until we could obtain the required Apostille back from Ukraine
to include with application. We have all of the original diplomas and
transcripts that were issued directly from [redacted]
with the official seal in 2002 on hand and will take the
necessary steps to contact the University in Ukraine to find out what exactly
WES is referring to in their accusatory statements. We are positively confident
that this matter will be resolved once we address it directly with the School
in Ukraine.
However, a response to the original reason for this complaint is clearly omitted and
ignored in WES’s reply and that is just another proof of the company’s lack of
accountability and bad business practices that they have been practicing for
many years as is clearly seen from their customers feedback. By ignoring stated
reasons and the nature of the complaint (with all the supporting evidence fully
documented and presented) WES is actually stating that they do not see (nor
acknowledge) how they have been repeatedly ignoring, misleading, overcharging
and confusing their customer(s) and that their business needs to make any
corrections to their unfair practices and communications with the clients.
Our original request stands the same – a
full refund of fees that we have been charged. Objectively
and factually WES has not provided any of the services that they have charged
us for upfront but instead have offered us an experience and treatment that
requires at least an apology if not compensation of all the hours and weeks of
lost time, missed deadlines and finally humiliation. Our sincere hopes are that
it will get the attention and publicity it requires so that many future
customers of WES will be spared of this kind of experiences and financial
losses we and many others have received from this company.
Thank you for your time and assistance in
bringing this to light. 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Dear [redacted],   I have reviewed the complaint submitted on behalf of [redacted]. WES has specific requirements for submitting documents for each country of education. Evaluations require complete documentation of all foreign educational credentials. An evaluation report will be prepared...

only after all required material has been received. The documentation received on behalf of [redacted] was college issued transcripts attested and mailed by the awarding University, Sardar Patel University.  As stated on our required documents page for India: “WES does not accept mark sheets that have been issued and/or attested by the college you attended unless from an autonomous or constituent college”. Based on our knowledge of conducting credential evaluations for applicants who have studied in India, the affiliated universities are responsible for administering the examinations and awarding the final degrees. Therefore, WES requires mark sheets to be issued and sent directly to WES by the institution responsible for conducting the examinations.   The two previous occasions that [redacted] is referring to when we did not accept his documents, we received mark sheets that were issued, attested and sent directly to WES by the college and not the awarding University. If [redacted] wishes to cancel, he may send a written request via postal mail or fax. He may also send a cancellation request via the help page of our website. Once his request is received, we will update his file accordingly.   Sincerely, Erika S[redacted] World Education Services Customer Service Supervisor [redacted]
[redacted]
[redacted]
[redacted]

Dear [redacted], We have reviewed the complaint on behalf of [redacted]. Please note that our documentation requirements on our website explicitly state that precise word for word English translations are required for all foreign language documents (please see attachment). We...

received documents from [redacted]. However, the documents received did not follow our documentation requirements. As a result, her file was placed on hold and we sent [redacted] an update on 11/**/15 regarding the documents needed in order to complete her evaluation. [redacted] requested to cancel shortly after. We honored her request to cancel and issued a refund of $117.00. A cancellation fee of $50.00 was applied to her account. As stated in our terms and conditions, a processing fee is applied to your account upon cancellation and is non- refundable. At this time, we are unable to honor [redacted]’s request for a refund of the cancellation fee. Sincerely, Erika S[redacted] World Education Services Customer Service Supervisor [redacted]

Dear [redacted],   I have reviewed the response submitted by [redacted] and have decided to resolve this issue by refunding the full fees.   Please bear in mind that it is indeed our policy to charge a handling fee upon request to cancel. All applicants are encouraged to read the terms and conditions, review documentation requirements and verify if their school can submit documents before submitting the application. The refund will be credited to [redacted]’s credit card. [redacted] should allow an additional 1-3 business days for the refund to appear in her account.   Sincerely, Erika S[redacted] World Education Services Customer Service Supervisor [redacted]   Tell us why here...

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
I have reached out to WES 11 times and to date have received only 2 responses. How is this acceptable? In each written correspondence I have asked detailed questions and asked someone to please contact me via telephone, again, to no avail. I have spoken with [redacted] in HUB-Research at the [redacted] and she has FAXed the required documentation two times (at my request due to the urgency of the situation) and has also mailed the documentation. There is simply no reasonable explanation for WES not receiving the fax when [redacted] has received verification that the fax went through successfully, nor is there any reasonable explanation for WES not communicating with me in a way that allows for a reciprocal conversation.
With regard to WES providing verification to my employer, WES is correct as I was mistaken. I received a letter of employment offer thus presumed that the verification had been received, but when I asked for more clarification, I was told that the offer letter was pending verification from WES, which had not yet been received. 
I am asking that a [redacted] from WES contact me via telephone, ###-###-####, or via an email that I can actually respond to. I purchased this service 8/** and it is now October *. If my employer does not receive verification by 10/** they will rescind the offer. This is not the way to do business, and this is very poor customer service.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Dear [redacted],   We would like to express our sincere apologies to [redacted] for the difficulties that he has experienced with receiving his evaluation from our service. Please note that we will be resending his evaluation via International express mail free of charge. He will need to...

allow 3-5 business days for delivery. [redacted] should be able to log into his online account via the my account page of our website to retrieve the tracking information for delivery.       Sincerely,   Erika S[redacted] World Education Services Customer Service Supervisor [redacted]
[redacted] Tell us why here...

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

my original documents were destroyed without any consent from me, and the company does not want to own up to their wrong doings by issuing an apology in a form of a $50 refund. Based on the company policy:  All original academic documents submitted to WES with an apostille will be returned to the applicant upon completion of the evaluation.
My original documents had 2 apostilles, 2 notary seals, and notary ribbons, so I think it qualifies them to be treated as ORIGINALS based on the abovementioned policy of WES. I have a feeling that it was a clerical mistake, and I could understand it, we are all humans, however, the way it was handled by WES was unacceptable. The customer service reps were rude, my phone message was never returned, my emails were never answered properly. And if it wouldn't have been for Revdex.com, I don't believe, I would ever hear back from this company. Thanks to the Revdex.com involvement, today I received copies of my destroyed originals by mail. It is not satisfactory, however, because I already have my own set of copies. At this point, I would like WES to either reimburse my $50 fee or provide me with a report of the evaluation of my diploma. Your website states that my evaluation is complete, and I can order copies of it for $50 each. Or is it another clerical mistake?? I would be happy if you can send me a copy of my evaluation that you've completed ( all my documents were received by you and all of them were originals). I hope we could agree on a fair resolution of this unpleasant matter. Thank you and have a good day, [redacted]  
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Dear [redacted], The refund check for  [redacted] has been processed and mailed on December *, 2014. It was mailed to the applicants address below. [redacted]
 
[redacted]

Dear [redacted], We have reviewed the complaint submitted by [redacted] submitted an application for an evaluation on 7/**/16. We received photocopies of [redacted]’ academic documents on 7/**/16. These documents were not submitted in accordance to our...

documentation requirements.  To inform [redacted] of our documentation policy, we issued a document request letter and placed her file on hold.Shortly after, [redacted] requested to cancel her application on 7/**/16. Her application was cancelled and a refund was issued to her credit card on 8/*/16 in the amount of $162.00. We deducted a processing fee of $50.00. As per WES’ policy, a processing fee applies upon cancellation. [redacted] acknowledged and agreed to this policy when submitting her online application. Please note that [redacted] also disputed the charge for her application with her credit card company. The credit card company ruled in WES’ favor and reversed the charges due to same reasons. Consequently, we will not be able to refund the processing fee. Sincerely, Erika S[redacted]World Education ServicesCustomer Service Supervisor###-###-####[redacted]  Tell us why here...

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
The company's response to my complaint proves that they are negligent and did not execute a thorough and accurate evaluation of my degree.  In the documents which were included in my application package, I sent a letter with English translation on official letterhead of the Conservatory of Music, and signed by the director, stating that my completed degree is equivalent under Italian law to the Second Level Degree. This represents 10 years of study and is a Master's Degree in the United States.  The letter also references Article 107 of the Stability Law No. 228 which specifically states that as of ** December 2012, the degree I was awarded is equivalent to a Second Level Degree when a student is also in possession of a High School Diploma, which I do have. If the company had sufficient expertise in the area of study considered, and in the Italian educational system, then they would have been able to properly evaluate the degree with the documents in my application. In addition, if the company had contacted either myself or the Conservatory for further explanation or for a copy of my High School Diploma, we would have been glad to comply with the request. The company did not request any additional documentation after its initial review, as stated in the Terms and Conditions, but instead ignored documents I provided and completed an evaluation that is inaccurate under Italian law.Furthermore, the company writes in its response that I am female, which I am not, and also misspelled the name of the Italian degree awarded. This further supports that the company included inaccurate information in the report provided, and that the report did not reflect a thorough and accurate evaluation of my degree.For these reasons I do not accept the assertation of the company that there are "no errors in her (sic) report" and confirm again that I would like a full refund.  A copy of the above-referenced letter and English translation are attached.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has not been resolved so far:

[Your Answer Here]
Hi, Firstly I would like to thank and appreciate you (WES staff) for replying to my initial complaint through Revdex.com and the follow-up mails however unfortunately my file status still remains unresolved because I've not had an update regarding whether or not you've received my documents (transcripts) that was sent the second time directly from my college in Australia that was delivered to you on the [redacted]. As you may be also aware that Initially earlier this month the exact same set of documents were sent by the Australian University to the new file Ref#[redacted] hoping you would refer to it however I understood that you cancelled the new file Ref#[redacted] although, my intention was just to update you with the documents and not to create any duplicated reports. That is fine. Secondly I would like you to remind you again that I'm merely looking for a correction/update in the name of the university alone and, not in any of the internal contents within the report. The update is really important for me. Thanks for your support.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Dear [redacted], We have received the correspondence from [redacted]. Please note that WES has very specific guidelines for document submission and only returns documents that are the applicant’s originals.  As the applicant indicated in their complaint the document they submitted was a...

recently  created archival transcript.  This then would not be the applicant’s original transcript, but a copy that they can get recreated.  This is also why WES sent the documents for verification.  WES returned the applicant’s original degree certificate, as it was the applicant’s original irreplaceable document.  As such WES has abided by its guidelines for document submission and return. As discussed with the applicants son, WES no longer has hard copy documents on file. The originals were returned and the copies discarded.  Sincerely, [redacted]World Education Services

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

WES is completely ignoring the actual complaint and again, lying in order to not give me a refund. As I said, I am going to continue to take action against this company. Any consumer reading this should be forewarned that WES does not deliver and will not fix their mistakes and should avoid doing business with them. There are other transcript companies out there that are much better. 
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Dear [redacted],   We have reviewed the response submitted by [redacted]. As mentioned in our initial answer to [redacted]’s complaint, we are still awaiting verification from his institution. Once we receive the proper verification response from his institution, we will be able to proceed with the evaluation of his credentials. To follow up, we will communicate directly with [redacted] to address any additional concerns or queries regarding his application with WES.   Sincerely,   Erika S[redacted] World Education Services Customer Service Supervisor [redacted]
[redacted]
[redacted] Tell us why here...

[redacted] We have received the correspondence regarding [redacted] request. The evaluation was delivered on time and directly to [redacted] via the [redacted] portal. We will contact the university officials directly and see how we can assist them with the evaluation...

report. Thanks,  Narda L[redacted]Customer Service ManagerWorld Education Services