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:08/03/2022

  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.

  On June 27, 2021, I contacted Statistics Solutions to help me with analyzing my data. I selected this business because their website initially stated knowledge of the Caring Efficacy Scale, the tool I used in my research. On 6/27/2021, Jeanine G. contacted me. On June 28, I paid this company $2450 and received an incomplete and inaccurate analysis. 1. The company advertised having experience with the CES tool, but after paying the fee, I had to tell the experts which CES statements were positive and negative. And still, after providing this information via email, their final data analysis had the information incorrect. 2. The company did not know how to generate information from Qualtrics, specifically an itemized count of each vignette used during the research. I had to obtain the information from Qualtrics, perform the analysis and forward it to Jeannie via email. 3. I provided my research questions to Jeanine via email. Celia analyzed the results for one research aim, stating that she only had one research question and that Jeanine had not given her anything more. 4. The document had obvious errors because the data was not fully cleaned. Preview data was counted in with the total number of respondents, there was no information about missing responded demographics or any information about this missing data. Records that should have been deleted were not. If not caught by myself, my research would have been invalidated, drastically delaying my program completion. 5. The document prepared by Statistics Solutions stated that my research was about the criminal justice system. Not at all. My research was about nurses and their caring efficacy. 6. The explanation for some statistical analysis was inaccurate. My committee member stated this in writing, and his comments were forwarded to Celia. A residency variable was created. This is inaccurate information. Refund of $900 would be given if I agreed not to speak about the problem.

  Business Response

  Date: 08/31/2022

  Business Response /* (1000, 11, 2022/08/08) */ We always expect to work with our clients through completion and fulfillment of the agreement. In this instance, there were several issues from the client's end that did not allow us to complete the work in full. The client had the option to provide the missing information to allow us to fulfill the contract, but instead asked to cancel and only pay for work completed. The contract clearly outlines our cancellation policy and states that hourly payment for work completed is due and the difference is set to be refunded, which is what this client was offered. The issues that kept us from completing the work included a missing variable in the dataset, which kept us from being able to split the data into groups so we could run the analysis. In regards to the CES, we do always ask for materials from our clients. Those typically include a draft, data, instruments, and any scoring information. We always want to be sure we are following their outlined plan. The scoring information was provided, as is standard, but the full details of the chair's request for analysis were not provided until the day after the client received results. The client reached out upset that everything hadn't been completed, and it was during that call that she provided us with the full details of the chair's request. Upon further conversation, we found out that participants who responded to the survey prior to a certain date were to be removed for analysis, something that we weren't informed of prior. We offered to reclean the data and follow the full request for analysis once the client provided all of the necessary variables, but at that time the client declined support and asked to pay for work completed and cancel the remaining contract, so the information regarding the refund was submitted to her. Consumer Response /* (3000, 13, 2022/08/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) The information contained in the response is false. I provided every document requested of me by Ms. G. Ms. W. has never asked me for any documents. A report was sent to me that contained numerous errors, did not speak to each of my aims and sited an objective that is not my research. The business will not give me my data, claims to have performed the analysis in a program not accessible to me. I have attached a full 3-page briefing of my interaction and dissatisfaction with this business. I have kept all emails between myself and this company, and I am willing to forward said emails. Business Response /* (4000, 15, 2022/08/19) */ Is there a way I can communicate with a moderator on this case? The customer claims the information I've provided is false; however, my explanation represents the true situation. I do believe I sent the client her data, and I'm happy to send it to her again if she didn't receive it. She can have access to the software we use, but she asked to cancel her support so she currently does not have access to our software. I did send her the output directly from the software. Please let me know how we proceed, as I've explained the situation the best I can and have no intention of misrepresenting what happened. Thanks. Consumer Response /* (3000, 17, 2022/08/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) On the day that I stated that I no longer wanted this business to analyze my data, I did not submit any new information. If I recall correctly, I emailed her the committee's comments about Ms W.'s analysis. Ms W. had that report days before I terminated the working agreement. If this business had not received any significant documentation from me to complete the analysis, how was Ms G. to take over and perform the analysis as she offered to do? I said to Ms. G. if this is your business how could you and your staff not know what is required in a doctoral dissertation. It appears that her employee may not have revealed everything. Ms G. is not addressing the disrespect, the errors or the fact that she would only provide a refund of $940 if I did not tell anyone why I terminated the working relationship. I can't believe that this business thinks it is appropriate to keep $2450 for inaccurate work and unprofessional communication from their employee. I welcome the opportunity to present my case at arbitration Business Response /* (4000, 19, 2022/08/30) */ We need to understand what ******'s desired outcome is. When she and I last spoke, she asked to pay only for the time completed. She received a cancellation of agreement for a refund of $995, detailing that we would only keep funds for time used, as she asked. The cancellation did not include us keeping all of the funds, as she stated in her last complaint. We also outlined how the time was spent so she could see detailed information showing how time was used. ****** did not sign the cancellation and has not offered clarity in terms of what she expects. Once we have a better understanding of her desired outcome, we're happy to discuss further. Consumer Response /* (3000, 21, 2022/08/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) I paid this business $2450 for statistical analysis which is inaccurate. I cannot and have not used any of the analysis forwarded to me by this business. I was able to obtain the help of a graduate student to assist me with the statistical analysis. I paid this student $850 from my employment earnings. Using the grant money was not an option. Furthermore he provided the SPSS file that allowed me to add the statistical tables and graphs to my chapter 4 and the appendix. I was very upset when I realized the waste of the grant money that I was responsible for. I stated to inform me of the fee for whatever work the business had done. I think that I was initially offered $440 and then $950. The business wants to keep $1455 for inaccurate work that I cannot Use any part of, keep my research data and demand that return of any money is contingent upon me signing a "hush statement." I should have reviewed the BBB prior to engaging in business. I take responsibility for that. I want the return of $1455 and a written statement that my data has been totally destroyed and will never be used by that business or given / sold by this business to any person or entity for use, citation of review. The business can keep the remaining money. Business Response /* (4000, 23, 2022/08/31) */ We're sorry we weren't able to provide the client support as outlined in the agreement. We'll refund the $1,455 as requested by the client, and all materials that were submitted have been permanently deleted.