Complaints

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• Initial Complaint

  Date:12/04/2024

  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 have paid for services for my transcripts to be completed in August. Twice this company has asked me for more money for extra copies of my translated transcripts. Once I paid. The second time I refused. They now will not answer my phone calls or return my calls if I leave a voicemail. I have emailed and no response. I am out $300 and still I am u able to start college because of this issue and no translated transcripts.

  

  Business Response

  Date: 12/05/2024

  I believe there has been some misunderstanding so I would like to clarify. I confirm that you did apply for evaluation services on 8/7/2024. You paid fees of $245 with the following breakdown.

  Grade Evaluation 155
  Client Additional Copies 35
  Domestic Mail 40
  eFile Delivery 15
  Total 245

  We reviewed your documents on 8/8/2024 and informed you that we needed the first page of the appendix as it was missing from the documents submitted and later translation fees would be requested. As you know it's a booklet but you only included the inside page, so we need the first page. The services you paid for did not include any payment from the translation of your documents from Ukrainian into English, as this is a separate service from the evaluation. You may read more about our translation requirements here. *************************************************************************

  All requests are sent to you via email and we also called your cell phone number. The contact info we have in your application, matches what you submitted to BBB. Each time we called you there was no answer and no voicemail set up. After the first email update on 8/8/2024, we called and emailed you on 8/23/2024, 9/6/2024, 10/31/2024, and 11/18/2024. I have uploaded your file's internal status history to show all our contact attempts. Anytime the status reads "Pending Documents" a system email is sent to you.

  You submitted a duplicate request for an extra copy on 10/3/2024 which I believe was in error because it's to the same university you listed in the original application. We would apply these fees to the cost of translation once we have the missing first page of the appendix. 

  In all this time we received only one email from you pm 11/01/2024 stating "What documentations are you require? And I already paid for the service." We replied that we need the first page of the appendix. As I stated above, the payment you made was for evaluation services, extra copies, and delivery fees, you have not paid for translation services.

  Once we have the missing first page of the appendix, our evaluator will determine the cost to translate. We will apply $50 paid for the extra copy on 10/3/2024 in error. Then we will send you a link to pay the remaining translation fees. The fees are typically $200 for this document, less then $50 you paid so I estimate your total due would be $150. Once that is paid, then we would proceed with the process. We cannot evaluate incomplete documents and we cannot evaluate documents without translation. 

  I will also email this information to you directly. I hope this detailed explanation helped to clarify the issue.

  Thank you,

  ******** *********

  President