Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/12/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  WES inquiry number: ******* and WES Reference Number: ******* I have contacted WES now on multiple occasions regarding my certificate from '***'. please refer to my inquiry number above.
  
  I have been attempting to have my highschool certificates translated from U.K to U.S/Canadian since August 15th 2022. One of my examination boards has informed me they have sent my certificates to WES through email on THREE separate occasions. Once on August 15th, once on October 14th and once on October 18th.
  
  I have been informed by *** that they have a working relationship with WES and regularly send certificates through Email as they do not operate through a courier. I was informed by a WES customer support agent on October 19th at 09:32AM that my *** certificate had been received and that I had to wait for my portal to be updated.
  
  My portal was updated in October and November. Neither showed my *** cert as accepted despite it being sent by email through a verified examination board that regularly works with WES. I have yet to receive any information from WES as to why this is happening and why it has taken me 3 months to get this far when my document has been sent 3 times. the dates being August 17th, October 14th, October 18th.
  
  It has now been 7 weeks since I was informed that my last inquiry was being 'forwarded to the appropriate department for review' by Janine on October 21st 2022.
  
  WES updated my portal on November 21st 2022 and has now COMPLETELY REMOVED my *** certificate.
  
  this grade translation is crucial to my employment.

  Business Response

  Date: 14/12/2022

  Dear
  ****, 
  

  WES
  is able to evaluate your General Certificate of Secondary Education credentials
  and the **** Level 2 Extended Certificate. However, the *** Level 2 National
  Certificate in Science and **** Level 2 Award in Occupational Studies
  credentials are not subject to evaluation. 

  Best regards

  WES Client Relations Department

  Customer Answer

  Date: 14/12/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Initially, I was not informed by WES that they could not evaluate my two credentials, instead, they kept updating my account and avoided answering my customer support requests as you know. I was very confused when I received the above email as my Cambridge technical *** level 2 in science is actually equivalent to that of a GCSE (General certificate of education) along with my **** level 2 something that I have already submitted to WES and they have accepted. These are my AQA and Welsh Joint committee credentials. WES does not allow me to reply directly and considering it has taken me 3 months to get this far I will not be submitting another customer support request to be waiting another 3 months. 
  

  ****** **** ******** ******** ***** *** ************ ***** **** **** ** *** ******** ******** ****** ********** *** ************
  
  **************************************************************************** ******* ***** ** **** **
  ***************************************************************************** ******* ***** ** *** ***** *****
  
  
  Regards,
  
  
  
  **** *******

  Business Response

  Date: 31/12/2022

  Dear ****,

  WES only evaluates formal academic qualifications that are
  comparable to academic qualifications in Canada or the United States. We regret
  to inform you that we do not issue advisory equivalency statements for ***
  Level 2 National Certificate or the **** Level 2 Award. Please note that this
  is a general practice and not specific to your individual application. Also
  note that WES evaluation reports are strictly advisory in nature and not
  binding for any institution or organization.
  

  We are glad to issue a report for your **** Extended
  Certificate and General Certificate of Secondary Education once we receive all
  required documents. However, please inform us if you prefer that we instead
  cancel your application and issue a refund of your application fee. 

  Best regards,

  WES Client Relations Department

   

• Initial Complaint

  Date:05/12/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I requested for a course-by -course evaluation of all my transcript.
  The evaluation was completed but there was error in the credit assigned to my undergraduate course.
  I have used the evaluation certificate to apply for ************ *********** status, It took time before I realized WES made some errors ( allocated the wrong credit to most of my bachelor degree courses) .
  I have a deadline to submit an updated WES transcript evaluation or else my application that I have been working on since 2020 will be withdrawn.
  
  I have called WES severally and initiated an enquiry with ID: ******* to correct their errors since 30th of August 2022 and I have no feedback yet.
  I keep calling, for every time I call, I got a promise it is being escalated but nothing happens.
  
  My WES reference number is ******* I need the reassessment completed within the week, so I don't get to lose money and all the work I have put in to my application.

  Business Response

  Date: 06/12/2022

  Dear *******,
  

  Please be advised that World Education Services (WES) prepared your course-by-course evaluation report on the basis of official academic documents received from the University of ***** ******. There is no indication on the official transcript issued by the university that the credits assigned were yearly modules. If you believe that the university issued a transcript containing errors in its listing of your courses, credits and/or grades, please contact the university and ask that they send a revised transcript to WES or a letter/curricular document confirming that the courses should be treated as yearly modules. Upon receipt of this document, WES will make any necessary changes to your evaluation report.

  Best regards,

  WES Client Relations Department

  
  

  Customer Answer

  Date: 07/12/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I will like WES to share with me the Transcript my School sent to WES that reflected the credit score that is shown in my Evaluation report or share with me the methodology with which they use to recalculate the credit score awarded to me.

  When WES received my transcript with credits that was not clear as the case may be, there was no communication with either myself or the School to provide additional information for clarity.

  I have requested my School to send a letter to WES indicating that  my courses were year module as they have requested but I am deeply concerned that WES may not action the correction early enough so that my ************ *********** application will not be withdrawn.

  Despite  my enquiry and several calls to WES, I only got an action when I filed a complaint here, is there any guarantee that my case will be treated with the required urgency ?
  
  
  
  Sincerely,
  
  
  
  ******* ********

  Business Response

  Date: 21/12/2022

  Hello

  “ We have reviewed Mr. ********** case and in order to
  continue we have written to the University of ***** ****** where Mr. ********
  completed his Bachelor of ********** for more information regarding the basis of admission to the
  program. Once we receive a response to our inquiry, we will assess whether any
  changes are warranted”.

  Best regards

  WES Client Relations Department

• Initial Complaint

  Date:02/12/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is for WES application report number *******. I had retained the services of WES to get my education evaluated. People with same education (Bachelors degree) from same institution/university have obtained the different assessment from WES. *** ******** ***** ****.
  I have following questions regarding assessment performed by WES and I would appreciate if BBB can help me to get these answers from WES:
  1. Can WES confirm when did current grading scale is they are using for Bachelors of Pharmacy, ***** ****** ********** ** ****** ********* ********* is came into existence ?
  2. My question is that can WES confirm grading scale policy (that is A,B,C,D/applicable grades given by WES to marks obtained) that was in use right before/prior to current grading scale and duration of that previous policy (start time(DD/MM/YYYY) to end time (DD/MM/YYYY) for B.Pharm (bachelors of pharmacy) obtained from ***** ****** ********** ** ****** ********* *********, India.
  3. WES has confirmed that certain policy changes have led WES to conclude two degrees/education differently then I would be interested in finding out the research, the data and the statistics on the basis of which WES has preferred to process my education differently than my peers. Please furnish me with the basis due to which changes were made to the policies. I would like to study the reasoning behind the change of the policy. Because of change in policy of WES my professional profile is largely impacted , I would request WES to provide me rational for abovementioned question.
  I have asked same questions to WES and I received very generic response from WES ( which does not answer any of the above asked questions):‘’Hello, Your case was escalated to me for review. WES updates our policies and procedures periodically. The article you are referencing is from 2012. Since then, our policies and procedures have been updated in accordance with given the developments and changes in the Indian Education System.
  This is our final communication with you regarding this. As advised on October 25, 2022, via email, WES evaluations are advisory opinions and not binding upon any institution or organization. If your recipient has any questions regarding your report, I am happy to contact them directly.’’
  As BBB can see WES has provided very generic answers. Kindly ask WES to provide specific answers in details.

  Business Response

  Date: 14/12/2022

  To Whom it May Concern,
  
  We have reviewed the complaint submitted by ***** *****.
  According to the applicant’s file, we received concerns regarding the completed
  evaluation on 10/25/2022. We responded to the applicant’s concerns via email.
  If the applicant has any additional concerns regarding the completed
  evaluation, we ask that the applicant submit their concerns via the contact us
  portal. Once the applicant’s correspondence is received, we will review and update
  the file accordingly.

  Best regards

  WES Client Relations Department

  Customer Answer

  Date: 14/12/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  I have asked these questions many times to WES via
  contact us portal and no response received so far in this regard with specific
  answers. Infact WES is deviating from original questions asked to them.

  
  Kindly ask WES to
  provide answers for three questions, just to sum up:
  1. Can WES confirm when did current grading
  scale is they are using for Bachelors of Pharmacy, ***** ****** ********** ** ****** ********* ********* is came into existence ? 2. My question is that can
  WES confirm grading scale policy (that is A,B,C,D/applicable grades given by
  WES to marks obtained) that was in use right before/prior to current grading
  scale and duration of that previous policy (start time(DD/MM/YYYY) to end time
  (DD/MM/YYYY) for B.Pharm (bachelors of pharmacy) obtained from ***** ****** ********** ** ****** ********* *********, India. 3. WES has confirmed that
  certain policy changes have led WES to conclude two degrees/education
  differently then I would be interested in finding out the research, the data
  and the statistics on the basis of which WES has preferred to process my
  education differently than my peers. Please furnish me with the basis due to
  which changes were made to the policies. I would like to study the reasoning
  behind the change of the policy. Because of change in policy of WES my
  professional profile is largely impacted , I would request WES to provide me
  rational for abovementioned question.
  
  Sincerely,
  
  
  
  ***** *****

  Business Response

  Date: 23/12/2022

  Hello,

  As stated in our previous response, we received concerns
  regarding the applicant’s completed evaluation on 10/25/2022. We responded to
  the applicant’s concerns with an official letter via email. We ask that the
  applicant refer to the response letter sent via email on 10/25/2022.
  

  Best regards,

  WES Client Relations Department

  Customer Answer

  Date: 26/12/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  WES fails to explain
  and provide the answers for the questions asked in all the responses that WES
  has provided. I would like to attach email response so BBB can see that email
  response received on 25-Oct-2022 and BBB can confir that WES has not provided any answers to the
  questions asked. Infact this is very blatant case of dereliction and utter ignorance with which WES operates.
  WES also fails to
  provide clarity on different GPA assessment when two candidates who have
  attended same class (from 2005-2009), same courses, same curriculum, same
  examination they took and passed, BUT WES has assessed their GPAs completely
  differently thereby leaving me at MAJOR DISADVANTAGE as WES reports DO NOT
  EXPIRE.
  If WES has employed
  new scale for GPA calculation, then WES needs to revise reports for all the same
  degrees which were obtained from 2005-2009 from same university as WES reports DO
  NOT EXPIRE and processing my report differently creates completely unfair, brutal and autocratic base of assessment.
  It can not be the case where same degrees (which are obtained during same
  years, same institution, same curriculum and same year of examination) 
  are assessed differently. As assessing same degrees differently creates completely unfair, non
  linear, non transparent assessment.
  As a resolution,
  Either WES can calculate my GPA as per applicable scale when my degree was
  obtained ( as WES has done in case of my fellow classmates)  or WES can
  revise all those reports for the degrees obtained during the same years by
  using current scale to make report processing more clear, fair and transparent.
  It is very safe to assume
  that it is not that complicated to understand that as a consequence of procedural
  irregularities of WES, I am likely to be not even considered for any good
  higher education institution in Canada/USA when people with old reports for
  same degrees competing with me (as old reports do not expire). 

  Sincerely,
  ***** *****

• Initial Complaint

  Date:22/11/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  WES Inquiry - ******* (Inquiry ID - *******)
  
  My account is showing the below status since 11/2/2022.
  
  We are processing a new package or document for your application.
  
  Status last updated: 11/2/2022
  
  Kindly request you to look into my account and if possible, request you to expedite my evaluation since I am overdue for my application submission twice already.
  
  Emailed and called the customer care but no response is seen yet. They say my case is escalated to the highest level but no strict timeline is provided. I have sent required transcripts but I don’t see it reflecting on my account. It has been more than 20 days since my transcripts reached WES . It is very frustrating to sit and wait like this when you miss your application deadline twice because of this. We put in so much time, money and effort to take a step closer to our goals and get the things done as soon as possible from our side and wish WES was considerate of the effort and time we put in achieving our goals. A person goes through a lot of mental stress when things are not moving forward as this is stopping me from submitting my application which is in turn effecting a lot of decisions to be made.
  
  Request you to kindly respond to my case asap and provide an update.
  
  Thank you.

  Business Response

  Date: 24/11/2022

  Dear *********,

  
  Your WES report was completed and mailed to you on November
  22, 2022 to the address on your WES account.  **** has had digital access
  to your WES report since November 22, 2022.
  
  Best regards,
  WES Client Relations Department 

  Customer Answer

  Date: 25/11/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Thank you very much. 
  
  
  
  Sincerely,
  
  
  
  ********* ********

• Initial Complaint

  Date:15/11/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am going to apply for Canadian Express Entry, For that My wife has done her ECA assessment for IRCC from WES.
  My Wife has completed a 4 Year Bachelors and 1 year Masters degree from back home. But when WES completed the ECA Assessment for her degrees they said her,
  4 Years Bachelor ~= equivalent of Canadian 3 year Bachelor.
  1 year Masters ~= equivalent of Canadian 4 Year Bachelor!!
  
  So although she had 4 Year Bachelor, and 1 Year Masters = 5 Years studied,
  According to WES it is 7 years of study with 2 Bachelors.
  
  Many of my known people also did 1 year masters from the same University, all of them got
  1 year masters equivalent to 1 Year masters in ECA assessments.
  But for my case WES did this inconsistency. I am highly dissatisfied with the service of them.
  
  When I contacted them, they said Whatever they did it is right! * ** ********* ***** ***** ******** ** **** ********** I am anxious that IRCC visa officer will deem this inconsistency (5 Years actually studied equivalent to 7 years),
  I want WES to look into it carefully, and provide accurate equivalency of Degree and Years of Studied.

  Business Response

  Date: 23/12/2022

  Hello,

  When determining degree equivalencies, World Education Services (WES) considers certain factors such as length of program, admission requirements, institutional standing, the presence of quality assurance mechanisms in the country of study, and educational outcomes. Based on the above it is the opinion of WES that the 4-year Bachelor of Social Science from Bangladesh University of Professionals is equivalent to a Bachelor’s degree (three years) in Canada and the 1-year Master of Social Science to a Bachelor’s degree (four years). The evaluation reports provided by WES are advisory in nature and are not binding upon any institution or agency.?
  

  Best regards,
  WES Client Relations Department

  Customer Answer

  Date: 23/12/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  It is essentially the same response, same kind of ready made response from WES. I don't think WES considered anything. 
  
  
  
  Sincerely,
  
  
  ****** ***** *** ******* ******

  Business Response

  Date: 02/01/2023

  Hello,

  
  We have reviewed your file again. When determining degree equivalencies, World Education Services (WES) considers certain factors such as length of program, admission requirements, institutional standing, the presence of quality assurance mechanisms in the country of study, and educational outcomes. Based on the above it is the opinion of WES that the 4-year Bachelor of Social Science from Bangladesh University of Professionals is equivalent to a Bachelor’s degree (three years) in Canada and the 1-year Master of Social Science to a Bachelor’s degree (four years). The evaluation reports provided by WES are advisory in nature and are not binding upon any institution or agency.
  
  Best regards,
  WES Client Relations Department

  Customer Answer

  Date: 05/01/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  ****** ***** *** ******* ******