Complaints

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

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  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

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:09/03/2024

  Type:Sales and Advertising 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.

  On August 10, 2024, I completed my education at ************ A&M. Subsequently, on August 18, 2024, I received notification from Prairie View A&M that my degree, a Master of Science, had been mailed to me. However, I have recently discovered that my degree has been returned to Parchment. Furthermore, upon submitting a case, I was informed that there is a unique hack reference number associated with my email, which will be provided as proof.I have reported that my email account has been compromised by individuals with the names ******************************* and *********************************** ******, both of whom were born on June 13, 1868, and December 30, 1969, respectively, and are recognized as serial hackers. Currently, there is a case under investigation by the Office of Inspector regarding the unauthorized access to my email account.During a recent interaction with Parchment, I was connected with a voice cloning representative. While in the office, I sent a team message to a colleague and overheard a notification sound on their phone. This incident has raised concerns about the security of my email account, as it is of significant importance. I intend to provide all relevant information related to this case. I requested my degree to be delivered but to no avail. They do not want to assist. If this message do not reach them, my scammers above is preventing the transaction from going through.

  Business Response

  Date: 09/03/2024

  Thanks for contacting Parchment. We are sorry to hear your information was stolen. I see you spoke with an agent from our Support team earlier today where a resend of your diploma was submitted. Please allow up to 15 business days in addition to mailing time. 

  The Parchment Team. 

  Customer Answer

  Date: 09/03/2024

  I wanted them to over night my degree to me of which I do not understand if the first one was not received. 

  Business Response

  Date: 09/04/2024

  Printing of your document can take up to 15 business days, in addition to mailing time. 

• Initial Complaint

  Date:08/29/2024

  Type:Product 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.

  I needed to obtain a replacement copy of my high school diploma, so I reached out to my high school and was told I needed to go through Parchment.com. So I went to their website and placed my order on August 13th which came to $28. And some change. After parchment processed my payment they alerted my high school ********************** so the school could mail my diploma out. The problem is I received a diploma from ********************** . I reached out to parchment and they say its the institutions problem and the institution says the same re parchment. At this point I just want my money back!

  Business Response

  Date: 08/30/2024

  Thanks for contacting Parchment. Can you please provide the following information so that I can better assist you? 

  Name: 

  Order number or DID: 

  Email address used to place your order: 

  -The Parchment Team 

  Customer Answer

  Date: 08/30/2024

  
  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:08/19/2024

  Type:Delivery 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 had initially ordered a transcript through this organization as colleges don't "mail" transcripts to students or schools any more. I paid the initial $15 fee to have the transcript sent to me via e-mail. I then forwarded this onto my new school. My new college wouldn't accept this as an official transcript. I reached out to Parchment to let them know I was having issues and the came back right away, with sorry that is our policy so fast that I assume is was an automated AI response. I then ordered a new transcript to go directly to the University and they put a hold on my order as they thought it was a duplicate. Of course it was, I had to pay another fee and then they still didn't process my request as they wouldn't modify my first order as that was their policy. However not ONCE did they ever reach out to me that both of my orders were unsuccessful. As an institution that is supposed to assist students, they are failing miserably. I hope there is another organization that we can use in the future. There is zero help and you can't seem to find a phone number to talk with anyone directly.

  Business Response

  Date: 08/20/2024

  Thanks for contacting Parchment. Can you please provide your document ID so that I can better assist you? I wasn't able to locate any Support tickets with the email associated with this complaint (**********************). 

  Parchment

• Initial Complaint

  Date:08/16/2024

  Type:Delivery 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.

  I ordered an official transcript from Parchment, when I received it I noticed an error. I contacted the school, the school corrected the error and I ordered another -updated- trascript. I even checked with Parchment that it would take care of the issue. They assured me that since they reach out to school for verification, the error will be corrected. So I placed another order. When I got the secnd transcript it was exactly the same as the first one, still with the error. I contacted the school and they told me they never got anything from Parchment and didn't have to verify anything. In this case I don't understand what I paid for for the second time and I am asking for a refund.

  Business Response

  Date: 08/19/2024

  Thank you for contacting Parchment. We are sorry to hear your document was missing coursework. Please contact your school directly regarding the missing coursework. Parchment serves as a delivery service, your sending school is responsible for the content of your document at the time the order is fulfilled. 

  A refund has been issued for your duplicate request. Please allow 5 - 7 business days for the refund to appear on your original payment method.

  -The Parchment Team. 

  Customer Answer

  Date: 08/19/2024

  
  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:08/07/2024

  Type:Sales and Advertising 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 paid for my transcript to get sent over electronically through parchment through to my online school. Upon that order within a week I tried to cancel so because the email was incorrect. The order never canceled and i waited two weeks back and forth and received no refund.

  Business Response

  Date: 08/08/2024

  Thanks for contacting Parchment. Sorry to hear you made an error when placing your order. Per Parchment's Payment policy, if the destination requires an update to include the email address a new order is required. Please see our Payment Policy here: **********************************************************************************

  I see that you spoke to a representative and a refund was provided. Please allow 5-7 business days for the refund to be posted to your account, depending on your bank.

• Initial Complaint

  Date:07/29/2024

  Type:Service or Repair 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 have been trying to get my HiSet transcript from Parchment and they are not being cooperative or helping me. I have contacted Hiset and they have released my transcript to Parchment, but Parchment will not send it to my school. They said it could take two to three weeks but I cannot finish registration without it and fall semester starts August 19. I have paid and they are refusing to release my transcript. The name my transcript is under is *****************************.

  Business Response

  Date: 08/02/2024

  Thank you for contacting Parchment. We are sorry to hear there was a delay with fulfilling your request. I see your document has since been sent. Should you require further assistance please respond to our latest email and we would be happy to assist. 

  The Parchment Team

• Initial Complaint

  Date:07/29/2024

  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.

  We are in the process of transferring our daughter to ************************** from ************************, both in ***********, **. As part of the process, NJCU requires receiving her transcripts from SPU. SPU contracts with a 3rd part, Parchment, an ******************** to provide these credentials to the requesting organizations for a fee. On two separate occasions, we have paid the $10.00 fee for the service without a) receiving personally receiving the documents, or b) having the requested documents provided to the new school. Several unsuccessful calls to NJCU to locate the documents followed as well as unreturned calls directly to Parchment to resolve this matter. Initially, Parchment was to send the documents to a general email address (*******************) and subsequently to the direct attention of the Associate Director of Admissions, ********************************* at *********************** We have confirmed that neither address has received correspondence from Parchment. Their delay is resulting in a registration delay as well as reduced course availability for the next semester.

  Business Response

  Date: 08/02/2024

  Thank you for contacting Parchment. This request (TEAIYLIL) was ordered from ***************************** to be sent electronically to *******************

  The document was sent as ordered and is available for download. The subject of the email is "You've Received a Document". Another email was sent to your recipient today. Please ask your recipient to check their junk or spam folder. 

  Should the student or recipient require further assistance please contact our support team. 

  Customer Answer

  Date: 08/02/2024

  The requested transcript was sent to the requester, *************************.  NJCU would not accept the document as authentic because of the potential for it to be altered.  Immediately following this advisory, a second transcript was order with the instructions for it to be sent via email to the attention of *********************************, at (*********************).  ********************** is the assistant director of admissions at NJCU and has been advised of this difficulty.  Given that we have paid twice for these documents and receiving 1 copy, that was unusable, we ask requesting that the second paid for copy be expedited to the attention of ********************** to the email address listed above.

  Business Response

  Date: 08/07/2024

  The recipient for this request acknowledged receiving the document on August 7th, 2024. Should you have questions regarding the download of this document please contact your recipient directly. 

  Customer Answer

  Date: 08/14/2024

  
  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.  The requesting organization has received the aforementioned documents relating to the claim and the process has advanced.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *******************
  
   
  

• Initial Complaint

  Date:07/25/2024

  Type:Product 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 in the process of applying to grad school and because of parchment, I was not accepted. I applied in May, requested 2 copies of my transcripts from ******************, ************************, and *********************** from them. To this date the school still has not received them. Similary I applied to another school. On their platform it says download confirmed but the new school email me every day requesting my transcripts. Parchment are liars and thieves and they refuse to send transcripts out. I had the same issue requesting my daughter transcripts from ****** from them. They never got the school. I don't know why schools are using them but I want all my monies back, including the funds for the transcripts I was supposed to be able to download myself. Someone needs to shut them down. You don't have to look far to see how they are deceiving people and taking their money for services not rendered. Here are all the tracking numbers for the transcripts they said they sent but did not. TEA4KL2F, TEONBYLN, TEONNBWN, TEONNTZQ, TEIQBARK, TEWTXGLP, TEWTXGZR. I have also reached out to them and they included their response. They are fraudsters. They do not send transcripts to anyone, they just take peoples money.

  Business Response

  Date: 08/02/2024

  Thanks for contacting Parchment. I see you have been in contact with a member of our team regarding your requests. 

  Please respond to our email should you require further assistance. 

• Initial Complaint

  Date:07/13/2024

  Type:Order 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 need an official transcript from my school, so I decided to get one from parchment.com. I saw it was free, so these scammers emailed me and wanted me to pay 1500 in bitcoin to expedite my transcript.

  Business Response

  Date: 07/15/2024

  Thank you for contacting Parchment. Thank you for providing screenshots, this communication was not sent from Parchment nor would Parchment ask you to send money via Bitcoin. Parchment does not send communication from the two Gmail accounts in your screenshots. We have submitted a request to ****** to remove the Gmail accounts in question. Should you require assistance with your document orders, a member of our support team would be happy to assist. Please visit **************************************************** for further assistance. 

  -The Parchment Team 

• Initial Complaint

  Date:07/10/2024

  Type:Product 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 ordered a copy of my diploma from Parchment at the end of May 2024. It only allowed a download during the order, but NEVER disclosed that the download is only available for only 30 days at any point during the ordering process. I discovered this in July, past the 30 day download time allotted. When I opened the email to download, it wouldn't open, so I contacted Parchment via email at their member support as there was no prior notification that I was only given 30 days to download. In their email for the download, it clearly states they are able to track when the file is downloaded, so they can tell if the purchaser downloaded the file or not. Then in their email response I was given zero assistance. The response: "Unfortunately we can no longer change anything in the order once it is placed. Seems like only electronic copy is available for this through parchment." NO HELP. They state I have to place another order. If they can show I never opened the file, never received what I purchased, then a refund or replacement is expected, required by law actually. I paid for something but didn't get it? This is fraudulent and clearly a business intentionally taking consumer money and not allowing a consumer their right to a refund or replacement. ILLEGAL. I expect Parchment to fix this problem for myself and all future consumers.

  Business Response

  Date: 07/12/2024

  Thanks for contacting Parchment. Sorry to hear you were unable to download your document within the allotted timeframe. 

  An email was sent to you on May 29th, 2024 with the subject "You've Received a Document", within this email you were notified "The Diploma is available for you to download for 30 days, so your prompt attention is requested." This email was opened multiple times by you on June 25th. Another email was sent to you on June 25th, 2024 with the subject "You've Received A Document" which was also opened multiple times by you on June 25th. Within this email you were informed "The document is only available for download for 3 days, so your prompt attention is requested." 

  As stated in our policy, which is linked here: **********************************************************************************

  No refunds will be provided for an order that was successfully filed. A new order and payment is required. 

  I have issued a one time courtesy credit to your Parchment Learner account. This credit can be applied to a new order from the same sending institution. Should you place a new order, please download and save your document.