Complaints

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

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  Liaison International, LLC

  311 Arsenal St Watertown, MA 02472-2782

• 

  Liaison International, LLC

  PO Box 9109 Watertown, MA 02471-9109

• 

  Liaison International, LLC

  306 Main St Poughkeepsie, NY 12601-3110

• 

  Liaison International, LLC

  200 John James Audubon Pkwy Ste 301 Amherst, NY 14228-1120

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:05/29/2025

  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.

  I am working on entering Physician Assistant (**) school. Almost all PA schools use CASPA lioncas for central applications to their PA program. This business offers fee waivers for those who are unable to pay the fees to apply. I applied in July of last year through CASPA, and when I applied back then, I was wrongfully told that they didn't accept SSDI benefits in terms of determining a fee waiver. On July 14th, 2024, a nice gentleman named ****** both called and emailed me stating that their CSR and their website was incorrect, and that CASPA does accept fee waivers based on SSDI and SNAP. I didn't make PA school for 2025 matriculation. This PA school application cycle I submitted a fee waiver on May 19th. Their website as of today does not have any different information about their fee waivers than the incorrect information from last year. Last week Friday, May 23rd, I spoke with a lovely gentleman CSR, and he told me that I needed to submit my SSDI Award Letter. I uploaded that document per his instructions, he verified that was the correct document, and they would get it processed within the timeline listed. The Tuesday after Memorial Day, I call back to ensure everything was on track. I get a hateful female CSR, and she told me that I submitted the wrong document that was asked for by the male CSR just this past Friday. Now, I'm at high risk of not getting to matriculate into my desired PA school due to this delay. Upon asking multiple times for a member of management to call me, they've refused, sending emails restating their website that has ZERO information about SSDI and fee waivers. I got a female individual yesterday who called me during my biochemistry class telling me excuses that a committee has to review the website, and that I need to be patient waiting for management to call. CASPA screwed up. I've asked for the mistake that was made by CASPA to be owned by CASPA and to have my matter properly escalated. They have refused!

  

  Business Response

  Date: 05/29/2025

  The complaint has been reviewed as well as the documentation that the applicant has uploaded for the fee waiver.  We can see the fee waiver was awarded and redeemed today, Thursday, May 29,2025.  The applicant requested a callback from our management team and did receive one on Wednesday, May 28, 2025. The CASPA *********** is prepared along guidelines submitted by the ****. We are reviewing the interactions our staff has had in this situation and ensuring any knowledge gaps are being addressed moving forward.

  Customer Answer

  Date: 05/29/2025

  It's nonsense that I had to do multiple email exchanges, and it was only when the BBB got involved did you approve my fee waiver.  I look forward to an actual call from someone explaining why this was so difficult to take care of in the first place.  The fee waiver was only granted AFTER I filed a complaint with the BBB. I thank you BBB for your intervention. 
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ******* ***** *******

• Initial Complaint

  Date:02/10/2025

  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 writing to file a formal complaint against the Centralized Application Service for Physician Assistants (CASPA) regarding my experience with their service and the failure to deliver the product I paid for. I paid more than $2,000 for the CASPA system to submit my applications to various Physician Assistant programs. Despite making the payment, I encountered significant issues that have not been resolved:Unsuccessful Application Submission: I did not receive confirmation that my applications were successfully submitted to the schools, nor did I receive any communication regarding the status of my submissions.Incomplete Background Check: The required background check was not processed or completed, even though I paid for this service as part of the application ********** Interviews Received: As a result of these issues, I did not receive any interview invitations, which I believe was due to the incomplete or unsubmitted applications.Despite my attempts to resolve this issue directly with CASPA through customer ********************** on **/2/****** have not received a satisfactory response, and my concerns remain unresolved.I am requesting the following from CASPA:An explanation of why my applications were not processed as promised.A refund of the $2,000 payment due to the failure to provide the service for which I paid.Given that CASPA has failed to address my concerns after multiple attempts to communicate, I am turning to the Better Business Bureau for assistance in resolving this matter.I have attached copies of the payment receipts, as well as a summary of my communication with CASPA for your reference. I kindly request that you assist in facilitating a resolution and help me obtain a refund for the services not *********** addition due to my permanent disability I have a fee waiver and I should not be charged for the application.Thank you for your attention to this complaint. I look forward to your prompt response and assistance in resolving this issue.

  

  Business Response

  Date: 02/21/2025

  We can confirm there is no communication via chat, phone or email on December 2, 2024 per our records. 

  We can confirm that the applicant applied to 22 programs between the dates of May 14, 2024 and June 14, 2024 and was verified (the final stage of the application) for these programs between the dates of May 28, 2024 and June 14, 2024. 

  We can confirm that emails were sent for every program that this applicant applied to, confirming that their application was successfully received and outlining the next steps for the application (namely the verification process; 22 emails in total) ranging from May 14, 2024 to June 14,2024.

  We can confirm that there was a fee waiver awarded, however,as stated in the email that was sent on May 13, 2024, the fee waiver only covers the first two (2) programs for a total of $245.00, and the applicant is responsible for following all instructions and submitting their application to those two programs no later than 11:59 PM ET on May 27, 2024.  Failure to do so would void the fee waiver and they would not be allowed to reapply for another fee waiver in the application cycle. Per the CASPA Applicant help center, any programs beyond the first two are not covered by the fee waiver and the applicant is responsible for the remaining balance.  Per our account history, this fee waiver for $245.00 was used on May 14, 2024 for two programs - ********************************** (Hybrid Program Master of Physician Assistant Studies) and ************************** (Master of Science in Physician Assistant Studies).

  Our team does not perform background checks.  This is a process that lies with the programs/schools that the applicant is applying to.  We would have no insight into this process and if they have been completed or not.  Per the CASPA applicant help center CASPA has partnered with ******** Screening to offer participating programs the option of a national criminal background check ***** process for accepted applicants. If you receive an offer of admission from a *** participating program, Certiphi Screening will email you with instructions on how to complete the background check process. Receipt of this email indicates that the *** is required as part of your acceptance to the program.  It is the applicants responsibility to follow these steps.

  Our team is not responsible for interviews being granted or not granted.  This is a process that lies with the programs/schools that the applicant is applying to.  We would have no insight into this process and if they have been offered or not. The applicant would need to contact the schools/programs they applied to regarding the outcome of this.

  As a result of our investigation, there is no reason to warrant a refund in this situation as the applicant's applications were successfully sent to all their programs and beyond that, there are steps that the applicant is responsible for that need to be completed.

  
  

  Customer Answer

  Date: 02/28/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Lazizjon

   

   

• Initial Complaint

  Date:01/03/2025

  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 am ***** US citizen aged only 17 years applying for US universities.I am duped by middle vendors and when i asked for refund *************** says " The $70 was paid to Cal State Apply not to ****, so you will need to contact Cal State Apply to inquire about a refund."Dolly Undergraduate Communication Counselor ***************************, ********************* In turn if i contact the vendor he says collect from University.I found no payments when i applied on common app and Coalition for College website.But here this vendor has charged me 70 dollar each total 140 $ and i was taken for a ride.Both of them didn't respond on ******** the vendor is saying this RE: Re: Fwd: SJSU Applicant Tips #1-3 Inbox ************************************************** 6:01AM (11 hours ago)to me Hello *****, Thanks for contacting Cal State Apply, I would like to inform you that Cal State Apply does not handle refund requests. Please contact the campus you applied to directly to request a refund. _____________________________________________________________They are taking students for a ride.Can you ask them to refund my hardearned 140$ to the source credit card >you can see below it clearly states they have received the payment and denying to refund.They are asking me to get the refund from University and University says go to ********** can see in my attachment since for many days i was following and no one replied.Even the Government studentaid was working on holidays.

  

  Business Response

  Date: 01/09/2025

  This applicant used the Cal State Apply application service to apply to two schools, including ***************************** (****).  Per the Cal State Apply refund policy, no refunds are to be given for any reason.  "As stated in **** policies, which all applicants must agree to upon submitting their application, applicants must agree to the no refund policy. It is the applicants responsibility to complete their application correctly, monitor the status of their application, ensure all required documents are received and posted to their application, respond to all notifications in a timely manner, and adhere to the deadline requirements posted by each individual campus to which you have applied.  The applicant failed to follow the correct steps outlined in the application for providing required documentation correctly and tried to circumvent this process by sending documents directly to SJSU.  

  Customer Answer

  Date: 01/10/2025

   

  # ********  yes I agree with your polite statement.for now you can email them stating ***** is scared or whatever and has accepted their ********* it's exam time for me *** and other US universities I have applied are nearly closing my application for a seat.I wanted to highlight the actual careless ness of both the ********* and the *********************** and you can see clearly in my Attached files .I applied in dec 2024 and cal state has not done any follow up.i have also enclosed attachment  asking another other university asking whether cal state is paying you 70 they Also have not replied.

  Some apps like common app collation app college board

  you can see common app without taking a single dollar follows up in secs. They allow 20 colleges not a single money they ask.

  also you can see cal state here takes 70 for each university and says now you contact them.
  

  please check my last attachment ending 844 their website CAL *********** clearly says refund email and refund phone number

  when we contact san **** they reply and you have read it already where I attached when I first logged my complaint 

  Sanjose says you paid to cal state and *********************************************** has not received you ask them.

  cal state says you ask university and no follow up 

   

  you will remember me when you get similar complaints soon.for now I can drag this but it's exam times and good news coming from applications applied on common app and collation app.

   

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

  

  Business Response

  Date: 01/15/2025

  Applicant has indicated in their previous respond that they agree with our statement and accept our answer.

• Initial Complaint

  Date:10/25/2024

  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 Aug 8, I paid a fee of $184 to CASPA for my application. I filed a dispute as I had not heard back from the school I applied to while other people were already hearing back. On Oct 7, I heard back from the school and immediately withdrew my dispute and the charge was put back on my card. I had also got an email from ******** saying that I won the case in my favor. I got an email from CASPA on Oct 12 saying I owed them the original $184 plus $25 via money order or I am barred from reapplying. I contacted both Discover and CASPA on Oct 17.From Discover, they verified that the merchant had my funds and that it might be stuck with CASPA's merchant services. They also told me to contact ******** again and reopen the dispute if CASPA was not helpful. From CASPA, they told me that they do no have my funds and I need to send them a money order to have access to the application again. I asked them to escalate the case and have a supervisor call me. I waited until Oct ********************************************************************************* to call their merchant services as Discover thinks that's where the money is stuck. I then got a voicemail today, Oct 25 stating I need to send them a money order.I called Discover back Oct 25 to reopen the dispute so I could repay CASPA via money order and not have to pay them twice. Discover is now saying that they cannot reopen the case and to contact the merchant. Neither CASPA or Discover are hearing me and I need someone else to step in and help me please. I am fine paying CASPA through money order, I just want my original funds back in that case.

  

  Business Response

  Date: 11/05/2024

  We received notice from Discover of the chargeback on 10/9/24 and while the applicant claims they didn't get any money returned to them, our finance team confirmed the payment is still owed as of 10/9/24. The applicant reached out to us on 10/12/24, 10/17/24, and 10/24/24 to inquire about this and they were advised every time that $209.00 is owed ($184.00 application fee plus $25.00 for the chargeback.) Once the balance of $209.00 is received, the applicant's application will no longer be on hold.

• Initial Complaint

  Date:09/20/2022

  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.

  A corrupt company that takes your money and does not help you. CASPA is the only service available to apply to Physicians Assistant Programs therefore, you must utilize this service to apply to all PA programs. I have had more issues with them than resolutions. I have had many phone calls, chat conversations, and email conversations with them and they refuse to help me now claiming that it is due to "policy" or because I did not reach out soon enough. I utilized not just their general application service but also their Transcript Entry service because it was recommended to ensure that nothing wrong happened. While they completed the many corrections that were needed to my transcript entry due to the input mistakes they made now more problems have come to light and the help has stopped. Because they failed to help I have wasted money applying to programs that are rejecting me because the information, such as my GPA, is incorrect. The solution they have provided is that I can call programs directly to report the corrections that are needed. This is not a real solution for many reasons. Firstly, I have applied to many programs and am working full-time in a hospital so I do not have the time to cold call them all. Plus because so much faith has been placed in CASPA many programs will not listen to pleas from applicants as they state that they only go off of what CASPA reports for qualifications. I have been forced to trust something that has no regard for its customers and it has become clear to me that they are just another money-hungry company that looks at its customers as numbers rather than people. They are messing with people's lives and futures and they should be forced to take accountability for their actions and review their policies to take into consideration the population that they are serving.

  

  Business Response

  Date: 10/24/2022

  Applicant ordered optional data entry service which requires review and approval by the applicant prior to being submitted to schools. As part of the review process, applicant contacted customer support in August to report correction requests, which were made at the time of request. Applicant approved the data entry on August 16, 2022 stating coursework was entered correctly. The *** was then calculated per PA program standards and provided to programs on August 17, 2022. Applicant then contacted us on September 13, 2022 to request another correction. Applicant was directed to update schools as once data is provided to schools, they may download this information into their program databases and not receive corrections provided by us at that time, however the correction the applicant requested as also made by us and provided to the programs to which the applicant replied. Even with the corrections, however, the applicant's *** did not meet the minimum prerequisite requirements for science *** posted by most of the programs to which the applicant applied. Applicants are informed prior to applying that they are responsible for ensuring they meet the individual programs' requirements prior to applying.