Complaints

This profile includes complaints for Universal Translation Services USA, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Universal Translation Services USA, LLC has 9 locations, listed below.

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  Universal Translation Services USA, LLC

  20801 Biscayne Blvd Ste 403 Aventura, FL 33180-1474

  
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  Universal Translation Services USA, LLC

  20200 W Dixie Hwy Ste 902 Miami, FL 33180-1926

  
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  Universal Translation Services USA, LLC

  7950 NW 53rd St Ste 337 Miami, FL 33166-4791

  
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  Universal Translation Services

  8 Faneuil Hall Marketplace Fl 3 Boston, MA 02109

  
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  Universal Translation Services

  Washington, DC 20005

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:04/13/2024

  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.

  Ordered translation of a Mexican drivers license for the sole intent of using the certified translation at the Indiana BMV. This was clearly called out and they stated they have done this before. I had a chance to approve the translation on the drivers license but never saw nor approved the certification letter that was included. This business did not have the certification letter state that the translator declares the translation to be authentic but rather had it state the business declares it authentic. Yet it was signed by the translator. Well, the Indiana BMV requires the translator to declare it authentic and when I presented this to them, they now want an additional payment to remake the certification letter that they made faulty. Had I represented the cert letter for me to approve, as I was with the drivers license ********************, Id have no problem paying the additional fee. It seems a professional service that states they can make the required certification for a specific state, should be able to do just that the first time! Its about the moral approthey jave to offering customers a service specifically designed for approval and certification where the customer requests it and then not honoring their work!

  

  Business Response

  Date: 05/10/2024

  We sincerely apologize for any inconvenience you encountered with the certification of your translation. Our aim is always to provide accurate and compliant translations tailored to meet the specific requirements of each state's DMV or BMV.

  We acknowledge the miscommunication and understand your frustration. Ensuring our certification letters align precisely with the standards of the relevant authority is paramount to us. We typically request the letter from the DMV/BMV from our clients to ensure we meet the requirements, though there may have been some oversight in this instance. We also apologize for the misinformation provided by our project manager regarding the additional cost. Rest assured, we are taking serious measures to ensure this does not happen again.

  To rectify the situation, we'll need the letter you received from the Indiana BMV to recertify the translation. Our team will reach out to you promptly to ensure you receive the corrected certified translation at no additional cost. Your satisfaction is our priority, and we appreciate your patience as we work to resolve this matter to your satisfaction.

  Customer Answer

  Date: 05/10/2024

   
  Complaint: 21572354
  
  I am rejecting this response because: I required the letter to be complete and in hand by May 3rd as that was the time of my sons appointment with the Indiana BMV. Since I failed to receive a response from this business, I was forced to seek another translation service to complete the work as required by the Indiana BMV. At this point, I wish to receive a refund. I attempted to have this rectified quickly but the business failed to offer a satisfactory solution in a timely manner. Please advise!
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 05/22/2024

  Dear client,

  We apologize for any inconvenience you experienced, and we would like to clarify a few things:

  When you requested a quote for the translation, it was not communicated to us that the translation was specifically for the Indiana BMV or for any BMV for that matter. Our service processes regular certified translations, and without specific comments, we completed the translation to standard certified translation protocols. Different DMVs/BMVs have varying requirements, and it is crucial for clients to inform us of any specific needs at the time of the request.

  Upon learning that the certified translation was for the Indiana BMV after the translation was completed, our project manager informed you that the standard protocol requires payment for recertification. However, because we understand the confusion and want to rectify the situation, we are offering to recertify the document at no additional cost. As per our terms and conditions, we cannot offer refunds on certified translations. This policy is in place because once a certified translation is issued, it holds official status and incurs costs that cannot be reversed.

  Given the circumstances and our offer to recertify the translation, we are unable to process a refund. However, we remain committed to assist you to ensure your document meets the necessary requirements.
  
  

  Customer Answer

  Date: 05/22/2024

   
  Complaint: 21572354
  
  I am rejecting this response because: 

  The response timing was not indicative of satisfactory customer service. I clearly explained the issue and then awaited a response. How can this business hold me accountable for a certification letter than I was never allowed to preview and approve? I was able to approve the translation of the document however not the finalized certification letter! I feel that should have been part of the approval process and then this would not be an issue. Needless to say, the lack of professionalism shown will deter myself or anyone I know from ever using their services again!
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 05/27/2024

  Thank you for your feedback. We understand your frustration and appreciate the opportunity to clarify our process further.
  The certification letter associated with a translation is a legally binding document and, as such, cannot be altered once issued. This policy ensures the integrity and legal standing of the certification, which is recognized by U.S. officials, courts, and academic institutions. Allowing edits would undermine its legal weight and purpose.
  We regret any inconvenience this may have caused and acknowledge the importance of clear communication regarding specific requirements for certifications, such as those needed for the **** We rely on clients to inform us of any specific end purposes at the time of the translation request to ensure that all documentation meets the necessary requirements.
  As a gesture of goodwill, we have offered to recertify the translation at no additional cost. This offer remains available, and we hope it demonstrates our commitment to resolving the issue to your satisfaction.

  Customer Answer

  Date: 05/28/2024

   
  Complaint: 21572354
  
  I am rejecting this response because: the timeframe in which required the letter has passed. I had to utilize a different translation service in order to get what I needed in a timely manner. Waiting 4 weeks for a response is not typical of great customer service! Good day.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/19/2022

  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.

  This company failed to tell me they dont do wet ink signatures. I needed these signatures on documents translated by them to be summited to the ******* department of state apostiles department to be apostiled for the government of *******. In order to marry my wife I have now. They told me that the documents were invalid to be apostiled because they didnt have the wet ink signatures and that universal translation only do electronic signatures and they failed to tell me that when I hired them. I tried to dispute my case with them and they were super rude and said they would absolutely not refund my money because of the error on their part. I have documentation from ******* department of state rejecting the documents to be apostled because they didnt have the wet ink signatures. They provided documents that are totally worthless. I had to hire another translator locally near my house and pay additional money and she was able to take care of everything and provide the wet signatures. And because of her Im greatful and ** currently married to my wife in ******* now thank god. The total monies paid to them was $110 for all the translated documents. Im hopeful you can help me get my money back as in todays world every ***** of my hard earned money counts as they stole my money.

  

  Business Response

  Date: 09/15/2022

  Dear *****,
  There are strict Apostille requirements of the U.S. ********** of ***** that need to be followed if you want your documents to be authenticated/apostilled correctly. This is something you must do prior to getting your documents translated for *******. We cannot help you with this, only with translation.
  One of the steps involved is having your original papers notarized in front of a notary public (there are set requirements for this as well), with original seals/wet stamps and signatures. This is clearly stated on the travel.state.gov website.
  This is not to be confused with the translation of your apostilled documents. This is a common misconception. The translated papers do not require wet stamps and signatures. The reason being is that the apostilled document that is translated will not be used by the U.S., but by *******. There is no requirement that says the translation needs wet stamps and signatures.
  The reason your documents were rejected in ******* is not because your translation did not have wet stamps and signatures, but rather you did not follow the Apostille requirements instructions correctly. Please have a look at the Apostille Requirements here or look at the attached screenshot: https://travel.state.gov/content/travel/en/records-and-authentications/authenticate-your-document/apostille-requirements.html It is the correctly notarized and certified documents (after you completed all steps) that needs translating, not documents that you will submit for the Apostille.
  The document that you submitted to this complaint has nothing to do with the translation we completed. The document in question is a notarized document, but we do not know exactly what document that is. In the letter, the ******* ********** of ***** refers to a translators statement that is not included nor in English. Yet we always provide a translators statement to the translation, in English always (see attachments). We can only assume that you submitted other documents to the ********** of ***** than what we provided to you.
  We understand that this is a confusing process that is easily misinterpreted. What we cannot do is give you back your money for translation services that you requested eight months ago, and which were rejected because you did not follow the procedure required by the Secretary of *****. That is not our responsibility. We offer translation services, and we did what you requested of us.
  

  
  

  https://travel.state.gov/content/travel/en/records-and-authentications/authenticate-your-document/apostille-requirements.html