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Business Profile

Educational Research

Parchment

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Educational Research.

Complaints

This profile includes complaints for Parchment's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Parchment has 5 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    • Parchment

      6263 N Scottsdale Rd Ste 330 Scottsdale, AZ 85250-5417

    • Parchment

      6263 N Scottsdale Rd Ste 170 Scottsdale, AZ 85250-5427

    • Parchment

      436 W Frontage Rd Ste 200 Northfield, IL 60093-3083

    • Parchment

      1990 S. Bundy Dr. #645 Los Angeles, CA 90025

    • Parchment

      1 Northfield Plaza, Suite 501 Northfield, IL 60093-1216

    Customer Complaints Summary

    • 168 total complaints in the last 3 years.
    • 45 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/09/2023

      Type:Sales and Advertising Issues
      Status:
      Resolved
      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.
      On April 29 I ordered my transcripts from Parchment for ************************ in ************, ******* -document ID TWCN56ZL. I received a conformation email the same day. On May 5th I submitted a ticket Case Number ******** because I had not received my transcripts. They responded via email stating:"Thank you for the information provided. Order is still in pending status. You may contact the school to expedite the request if order is rush."I informed them via email and a second ticket that was submitted that the school was closed down and their website states:"If your school is no longer operating and Parchment administers the school's credentials, a member of our Parchment ********** ************* Records Services team will approve and process your order in-house. They sent me a second email stating:"Can you help me with the below information when you attended the school so I can follow this up. Thank you.Match 3 of the following:-First Name -Last Name when Enrolled -DOB -SSN"And all information was provided to them. I submitted a third ticket on May 8th because I still had not received my transcript and I requested my money back. As of today, I have not received anything from them. I really need my transcript to apply for college and this is really affecting my application process.

      Business Response

      Date: 05/10/2023

      Hello ******,

       

      Transcript processing is a manual process and processing times can vary between **** business days depending on volume. We have escalated your order for expedited processing and your Document TWCN56ZL is now complete and has been sent to your recipient email address.

       

      Customer Answer

      Date: 05/10/2023


      Better Business Bureau:

      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 for the business to perform this action and, if it does, will consider this complaint resolved.

      Regards,



       

    • Initial Complaint

      Date:05/08/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 placed an order on may 3rd 2023 to receive my online transcripts. I paid 15$ for the transcripts. They were never received on my end I have been trying to contact parchment through their online complaint system because there is no other contact information. All they tell me is the order cant be modified. So I paid them 15$ for absolutely nothing and am being forced to pay again because unfortunately I still need my transcripts. Coming from a recent graduate of *** I barely have money to pay my way through life Im trying to further my education just so I can make it by. Life is hard enough as it is . Having to pay 15$ for a transcript is already ridiculous, but the fact that I never received it and all this company does is email me back dry responses with no customer support or help is appalling. I just need my transcripts or a refund so I can place a new order. Im a server my income comes from tips I do not have another 15$ readily available to place a new order. I am so upset this going to make my entrance into nursing school pushed back because they cant create my schedule because of this. Something so simple a click of a button to resend an email I know for a fact was kicked back. Its just unbelievable terrible service theyre stealing from my pockets even tho Im already so set back. I am furious with this company.

      Business Response

      Date: 05/09/2023

      Hello,

       

      Your order, Document ID: TWV486VL, was placed 5/3/23. The request was for one electronic document to be emailed to ************************.

      The document was delivered to the above inbox on May 03, 2023 11:21:03 am PDT. The document was viewed and downloaded from the recipient's inbox on May. 8, 2023 11:29:28 AM.

       

      Per Parchment's policy, if an additional transcript needs to be sent to additional parties, a new order must be placed. Requestors are charged per document.  Our payment policy can be viewed here: **********************************************************************************.

       

      Thank you!

       

    • Initial Complaint

      Date:04/28/2023

      Type:Product Issues
      Status:
      Answered
      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.
      For my college transcripts I was told to contact parchment. I needed parchment to mail my transcripts to a university that I am applying at. I requested the transcripts to be mailed there instead they were emailed to me and parchment refuses to respond with a real person they have a computer generated response and they're telling me that I have to reorder and pay again! I can't talk to anybody that's "real" !!

      Business Response

      Date: 04/28/2023

      Thanks for contacting Parchment. I see that you placed DID TWCI9KLL for an electronic transcript to be sent directly to you. As stated in Parchments Payment Payment Policy, which is linked here **********************************************************************************, only requests that cannot be fulfilled are eligible for a refund. This request was fulfilled and processed via the method you indicated at the time your order was made. It is the responsibility of the requestor to ensure their order is made via the delivery method their recipient is willing to accept. 

      If you require a paper copy to be sent to your recipient, a new order will be required. 

      -The Parchment Team

       

    • Initial Complaint

      Date:04/26/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 ordered my hs transcripts 3x. Nothing. No email. No call. No transcripts. Its been weeks. This company steals. I have proof. From **.

      Business Response

      Date: 04/26/2023

      We are sorry to hear you have been unable to reach an agent, I see a response was sent to you through a case you submitted, 05111096 on April 20th. We have yet to hear back from you. 

      Four attempted orders were made, 3 of which are in an error status.

      TWC0NP7J, TWC89CEH & TWCKELMM - Transcript requests attempted from ************************* electronically to your own email address.

      TWC8TULO - This is a single transcript request made from *************** Community and ***************** sent to yourself. I see this was downloaded and acknowledged on 4/17/23.

      Please respond to the response we sent to either of your cases confirming what order you require assistance with and we would be happy to assist you further. 

      -Parchment 

    • Initial Complaint

      Date:04/25/2023

      Type:Order Issues
      Status:
      Answered
      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 paid for service that I never received. I never downloaded it. When I contacted them, they said the link expired and I must pay them again. This is illegal and this business should NOT exist.

      Business Response

      Date: 04/25/2023

      Thanks for contacting Parchment. We are sorry to hear you were unable to download your document within the allotted timeframe. I see you have multiple orders within your Parchment Learner account, please check your email for a message from a member of our support team so we can better assist you. 

      -The Parchment Team 

    • Initial Complaint

      Date:04/01/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 ordered my electronic college trasncripts for my new employer. My employer was unable to receive/open the transcripts. I was then forced to purchase a hard copy of my transcripts to be sent via U.S. Mail for an additional $25.00 (USD). I contacted Parchment to get a refund for my electronic transcripts and I was unable to get a live person to assist me, and was told that unfortunately, I cannot be refunded.

      Business Response

      Date: 04/03/2023

      Thanks for contacting Parchment. We are sorry to hear your recipient was unable to access the digital document that was sent. Please respond to our recent email so a member of our support team can assist you. 

      -The Parchment Team 

    • Initial Complaint

      Date:03/13/2023

      Type:Product Issues
      Status:
      Answered
      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 ordered two copies of my college transcripts. One to send electronically to my college and the other one to my mailing address on December 22, 2022. I never received it and I contacted Parchment yesterday via their webform on Sunday 12 March 2022.They responded that they sent it and that the transcripts were returned to them. They never contacted me, so I asked them to resend it since I paid for them. They said that they are only willing to resend it if I pay for them all over again. Keep in mind that I paid for the cost of ordering the transcripts and a shipping fee. They want me to pay for that all over again and claim that I entered the wrong address, and I know this is NOT true because I ordered transcripts from them just a few months before. They don't want to take responsibility for sending it to the wrong address and are blaming me. Also they want me to pay for this again, this is wrong. This is a scam, and they should either return my money or ship me my transcripts. I asked to file a complaint and I have not been told what they will do.

      Business Response

      Date: 03/14/2023

      Thanks for contacting Parchment. We are sorry to hear your document was returned. I see this request was returned by **** with the following reason " Incomplete, illegible, or incorrect address." If the address you provided is correct, we suggest reaching out to your local **** facility to inquire why it was marked as undeliverable. 

      Once an order is made, Parchment is unable to alter the delivery address. Because this request was also fulfilled and sent to the address you provided Parchment payment policy also states "Parchment does not offer a refund or credit for mail deemed undeliverable by the ****. A new request will be required. Please verify delivery information carefully when placing an order." I have linked the Parchment payment policy here: **********************************************************************************

      I have however issued you a one time courtesy credit. A new order with the correct address must be made. Your courtesy credit can be used when ordering from the same sending institution. 

      The Parchment Team. 

    • Initial Complaint

      Date:02/28/2023

      Type:Product Issues
      Status:
      Answered
      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.
      Hello,I ordered an official transcript from ******************************* three times because the recipient (PSYCAS) stated that they received none of them. Each transcript request cost me $9.30.The official transcripts from ******************************* were sent to PSYCAS on:January, 25th #TWZ0JQWP, January, 30th #TWZH44ML, February, 2nd # TWZV8JRQ.The PSYCAS didn't receive any of them, so they recommended me to contact Parchment which I did. However, based on the email I received from the Parchment, it seems that they're not able to resolve this issue. Please see the screenshots attached. I don't understand what I paid money for and why the Parchment can't contact both the sender and the recipient to figure out and fix the problem. Why I have to be the one who has to do other people's job and also be nervous about not getting into the program I applied to because of the Parchment unprofessional service?I am way behind the deadline for submitting an application which makes me really frustrated. I'm filling this claim in order to this issue be resolved. Also, I must insist on a full refund in the amount of $27.90.

      Business Response

      Date: 03/01/2023

      Hello,

      The status of each of your orders were "Processed by Institution." This typically indicates that your school will process and send the documents directly to the recipient. Upon receiving your support case 04983888, we reached out to your school on your behalf to investigate the issue. They informed us that there were no grades on the transcripts and it is in a withdrawn status. 

      After contacting your school, we were able to send a copy of the withdrawal on a new order internally and it has been received by PYSCAS.  *************** will also be sending out a letter of non-attendance to PSYCAS. 

      Additionally, we have refunded your two duplicate orders.

    • Initial Complaint

      Date:02/23/2023

      Type:Product Issues
      Status:
      Resolved
      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 was recommended from my ************ to this website. I was trying to get a copy of one of my college transcripts this one is in e-transcript digital form. Also, tried to get a copy of my mother's transcript. I have received neither then I asked for my money back that I paid both for that was not done. ************************************************************

      Business Response

      Date: 02/24/2023

      Thank you for contacting Parchment. I see that you created your own Parchment Learner account. Within your Parchment Learner account, you ordered your transcripts and your mothers transcripts. The order you made for your transcripts was completed and sent, therefore no refund will be given. The order you made for your mothers transcripts on your account is currently on hold. When a Parchment learner account is created, the account is intended to be used to order your own records, not someone else's records. I have cancelled and refunded the request for your mothers records. Please allow 3-5 business days for the refund to appear for your mothers order.  If your mother still needs her transcripts, she can create her own Parchment Learner account. Or if you have her consent to order her transcript, you can create a Third Party account and order her transcripts on her behalf. 

       

      -The Parchment Team. 

      Customer Answer

      Date: 02/24/2023


      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and I find that this may be the best resolution that you were able to obtain. On their website after you purchase a transcript it ask if you would like to do it for someone else that's when I did it for my mother; otherwise, I would not have. Furthermore, they never sent me the transcript I purchase for myself just because your website displays it doesn't make it accurate. I never received my transcript and it was never sent. My email works perfectly and it never came. There is no verification of the process to make sure that the digital  transcript was received or that any service had been rendered.   I will wait for the business to perform this action finally after I tried to do it myself and, if it does, will consider this complaint resolved.

      Regards,

      ****** Tent

       

    • Initial Complaint

      Date:02/16/2023

      Type:Product Issues
      Status:
      Answered
      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 paid ************************** a transcript and I cannot open it. Contacted support multiple times and they just keep send me the same useless email.

      Business Response

      Date: 02/17/2023

      Thank you for contacting Parchment. We are sorry about your recent experience with the support team. I do see you have since connected with a Parchment agent that was able to assist and resolve your issue. 

      Should you require further assistance please respond back to your most recent email. 

      - The Parchment Team 

    Parchment is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

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