ComplaintsforGlobal Credential Evaluators Inc

• Initial Complaint

  11/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to file a formal complaint against Global Credential Evaluators regarding an issue with their evaluation process and subsequent request for additional payment.On 13 Nov 2023 11:05am ************, I engagedGlobal Credential Evaluators to assess and provide an evaluation report for my academic transcripts. The delivery ID is TEWXB5FK, with reference number KR12275.RF. The evaluation report I received showed no grade for a significant portion of the subjects, rendering the report insufficient for its intended purpose, which is crucial for government and employment applications, specifically impacting subject grades and the overall GPA.Despite discussing the matter with a company representative on November 8th, 2023, at 11:05 am and providing additional documentation for the 'no grade' subjects, I was assured of a re-evaluation within 40 days without additional charges to address the issue. However, today, I received an email from the company demanding a new application and full payment. This contradicts the initial commitment made by their representative during our discussion, where I was explicitly informed of the company's policy allowing for a review within 40 days without extra charges. I firmly believe that the payment made for the evaluation services should have covered a comprehensive assessment, and any need for further documentation should have prompted communication from the company before concluding the evaluation.I am seeking resolution in the form of a reevaluation without additional charges and received it before 24th of Nov which is the original designed date. Ensuring a comprehensive and accurate assessment of my academic transcripts, as initially expected when engaging their services.I kindly request the Better Business Bureau to investigate this matter and facilitate a fair resolution between me and Global Credential Evaluators.Thank you for your attention to this matter, and I look forward to your assistance in resolving this issue.

  Business response

  11/17/2023

  ****** completed an online application for an evaluation report on Oct.30th.  Part of the process was to submit all documents she wished to have evaluated.  GCE completed the report and sent it to her on Nov. 6th.  She contacted GCE two days after her evaluation report was completed.  She wanted to add documents to the evaluation report.  She was told the addition required a new application and payment of the required fee.

  The representative she contacted on Nov. 8th assured her there would be a "review" of the completed report.  A review is not a "re-evaluation".  

  Please see the attached terms of service for the application initialed by ******.  Note, Number 3 indicates she has submitted all required documents, in fact, she did not.  Number 4 indicates her understanding GCE would NOT contact the applicant for additional documentation.  Number 9 states a client may request a review using the documents submitted with the original application.  

  All correspondence with the client has been answered.  The reasoning for the report and the included information were explained.  The instructions to add documents to the evaluation report were clear.

  ****** is requesting GCE do additional work without payment because of her error in not submitting all documents in her possession.  We have attempted in good faith to help her.  

  Customer response

  11/17/2023

  Complaint: 20866723
  
  I am rejecting this response because:I want to reiterate that after the initial document submission, the process was closed, and I couldn't upload any more documents. I understand that additional documentation has a cost, but GCE insisting on another full payment of $175, totaling $350 for one evaluation document, feels unjust. 'Additional' implies a partial payment, not the full amount. I've explained this multiple times, but the insistence on the additional full payment persists.
  The demand for a new application, the prior full payment of $175, and an additional $175 fee for supplementary documentation, totaling $350, feels unreasonable and unfair. It gives the impression that company policies are prioritized over fair customer service. If your company understands the frustration of the situation for the customer, consider offering alternative options instead of insisting on full payment, forcing the customer to pay $350 for a proper evaluation report.
  
  This does not align with fair business practices. Currently, I am frustrated with this inappropriate evaluation report document. I had to submit it by the end of this month, and I need to re-evaluate with additional documents. However, GCE has only mentioned the requirement for an additional full payment. This amount is excessive for a missing document.
  
  Regards,
  
  Hyojin Ha

  Business response

  11/20/2023

  The application and website include email addresses for general correspondence as well as the submission of documents.  Ms. * could have submitted additional documents to her application especially since she felt the documentation was incomplete.  It was not until 2 days after the evaluation report was complete did she attempt to submit the additional documentation.  Again, her initials on the Terms of Service indicated she understood GCE would not contact her for any other documents.  The *** of our website, gceus.com, also includes questions about missing documents (contact with client or submission).  Screenshots are attached.

  "Additional" does not necessarily mean partial payment.  That is the client's interpretation.  In this case, additional payment is required along with a second application.

  ****** corresponded with 3 members of GCE's staff.  Each emailed response include the same information.  She was given instructions on submitt3ed a second application which requires the full payment.

  GCE has provided clear responses to her request for a free evaluation despite her acknowledgment of her error.  We cannot provide any other services for her until an application is completed and payment received.

  Customer response

  11/20/2023

  Complaint: 20866723
  
  I am rejecting this response because:
  Upon receiving the evaluated documents, I noticed that one document was missing. However, the company insisted on full payment, emphasizing my responsibility. An email received from GCE on Nov 16th stated, "I reiterate, YOU uploaded the documents. Why did you not include the document you are now trying to add? Also, you signed the application understanding you understood all the requirements. To have documents added to a completed report is a new application with the full fee."
  
  I believe the company is placing undue blame on the customer and demanding another full payment of $350 for the missing document. In my previous correspondence, sent on Nov 16th, I expressed that "Requesting a full payment for an inappropriate report seems unfair. Given the recorded conversations and the commitment made, I believe a more reasonable resolution is warranted."
  
  On Nov 17th, I further emphasized concerns about the company's apparent prioritization of policies over fair customer service, stating, "It gives the impression that company policies are prioritized over fair customer service. If your company understands the frustration of the situation for the customer, you can offer other options rather than insisting on full payment."
  
  Paying $350 for rectifying a mistake, especially when the customer is willing to pay for the additional document, seems disproportionate and unfair. Businesses typically do not charge the full price for fixing mistakes made by the customer.
  
  I paid $175 document initially. However, an additional payment of $175 was demanded for fixing the report, totaling $350, which I find unjust. I informed the company of this within two business days after receiving the report, expressing the need for a fair price. The company's insistence on the full price appears unjust, and I am persistently requesting a more reasonable solution to resolve this matter.
  
   
  

• Initial Complaint

  05/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The transaction happened on August 25, 2022, with $190. Because this website is recommended by my applicating college. I just wanted to do it quickly, so I opened the website and clicked "Get started", then it showed "Start the application process today" and click the "Register" button. I signed up, logged in to my account, followed the prompts, and submitted. There was no information to remind me that all Chinese documents must be verified by the **** When I submitted the application(during filling out the application, from opening the application form to submitting it). It should tell ** clearly before we submit an application and paid the fee. If I know that before I submit, I may not choose GCE and I may choose ***. Because you didnt tell any information about the all documents that need to be verified by ****. After that, I received an email, and you committed to give me a report but you didn't. During the waiting time, I can not find my submit or paid information in my account and I tried many times to call or contract, but all failed. It took more than half a year and I still have not received any report from you. Even I can't log in to my account which I submit and paid by this account on your website. When I tried to log in to my account to check and the status today, I found it can not reconginze me, namely, can't find my registered email address or username.

  Business response

  05/11/2023

  ********* admits trying "to do it quickly" and therefore did not read the instructions nor look at the required documents drop down menu.  The required documents menu is next to the register button (see attached screenshot).  The application was completed on August 25, 2022.  That afternoon an email was sent to inform her of issues with the documentation, namely, no translations were submitted nor were the required verifications.  This email also states GCE will hold the appliation for 6 months before canceling with no refund.  Instructions on how to complete both requirements were included in the email.  A second notice was sent on September 7th after GCE did not receive a response.  There is additional emails in the attached chain from Sept. 9th.  ********** indicates she will provide the translations later.  She asks about verification and a response is given. GCE has no other correspondence after Sept. 9th.  Also attached is a screenshot of the terms and submissions initialed by ********** indicating she had read all instructions and submitted all required documents.  

  The application was completed August 25, 2022 and held for 6 months while awaiting the required documents, as per our policy indicated in the emails.  The application has been canceled and no refund is provided.  

  Customer response

  05/16/2023

  Complaint: 20042983
  
  I am rejecting this response because: 1. the website didn't reminder all the documents needed to be verified during the submit process; if I knew, I will change my mind to submit it. The users should be known if it can be worked before they do. 2. They commited in email they will sent me a report, not I received nothing! I sent all the documents(I supplemented)  the report needed in the email. 3. I received an email last week as attachment. It stated the report had been completed and no Tracking information in it. But in fact, I received noting except this email. If the report is completed, please send me again, I can pay the delivery fee again. Thanks!
  
  Regards,
  
  *******************

  Business response

  05/16/2023

  The website has a drop down menu, "Check your required documents", next to to the "start the application process today" button.  The attached shows the documents required for *****.  It is clearly indicated verification documents must be submitted, in fact, the website links are also listed.  GCE emailed the client multiple times, starting on August 25, 2022, the date the application was submitted, to inform her of the missing documents and included instructions to request the verification documents.  Each email included the information that GCE holds incomplete applications for 6 months after which it will be destroyed and no refunds will be given.  This email chain was submitted in the original response.  

  ********** also initialed the application indicating she had read the instructions and submitted the required documents.  A screenshot of this was also submitted in the previous response. 

  The application has been canceled as it has been longer than 6 months (almost 9 months).  ********** received an email stating the application was canceled.  There is no report as she never provided the required documentation for evaluation.  She may apply again, pay all fees, and submit the required documentation for an evaluation. 

  Customer response

  05/16/2023

  GCE told me "Yes, we can provide a report for the transcript.  Course work and transcripts may be evaluated for equivalence to **** course work only.  Without a degree or diploma, possible equivalency to a **** degree cannot be determined or stated." in email on "Sep 9, 2022, 2:21?PM". so after that, I sent two times supplyment documents (in "Nov 7, 2022, 9:20?AM" and "Nov 10, 2022, 8:58?PM" email)  , and uploaded all the needed documents for the transcript report. I were waiting all the time and I sent the email to ask the status during the waiting time, but I received nothing about the report. 

   

  Complaint: 20042983
  
  I am rejecting this response because:
  
  Regards,
  
  *******************

  Business response

  05/18/2023

  You are cherry picking the emails.  You received 2 emails requesting the verification documents.  It is clearly noted on the required documents portion of the website.  The second notice is attached.  The email you mention is in response to a question your asked.  

  The application is almost 9 months old, as noted on the email we hold incomplete applications for 6 months. Your application has been canceled and there is no refund.  

  Customer response

  05/19/2023

  I have been waiting the responds from the *** all the time after I submitted my request. First, there is nothing show or prompt that the uploaded documents all need to verified during I registered, upload and paied the fee. After that, they tell me the documents need to verified by CHSI (CSSD), but if know it before I paid, I may choose *** to do that Because *** is more popular and I had used it before. ******, they committed me they will sent me a report of the transcripts, just need to some translation. I sent the all the accredited translation and the offical certicefation, then I am just waitting for the report. However, they said, it is expired for 6 months hold, and it was deledted, I need to submit a new request and pay it again! what a absurd thing I experice!! Thanks for your help, but I don't accept their explanation.

   

  Complaint: 20042983
  
  I am rejecting this response because:
  
  Regards,
  
  *******************

• Initial Complaint

  03/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have my first credential evaluation last 2017 and around 2020 I called the *** number to request a copy of the evaluation and they said that they cannot do it. I need to order it again because it is only valid for 2 years and they do not have copies of it. Feb of 2023 I reached out to them again and wanted another credential evaluation and was informed of the same and that they have a new site for returning clients. I requested and paid for my credential evaluation and informed them that it be submitted to the institution to which I was applying but nonetheless, I received a parchment email from ***. I called the organization several times and asked them to make the correction as this has to go to the school not to me because it will be invalid if not directed to them. I tried so many times to call and make the corrections but to no avail, i am only able to speak to their call center who is not even directly working for the organization. thus, no resolution was ever achieved. I emailed back and forth requesting the phone number of the organization and asking about the people behind the organization and no one has answered by questions. Is this company a real and qualified organization? Why are they able to charge people with monies and not be able to properly reply to inquiries, complaints or questions directly? Is it so hard to call and reach out to a client who's paid you hundreds of dollars? And now that I am unable to get this problem resolved and im out of time, I just have to pay your organization again so I can correct it myself? So your organization only operates with a monetary counterpart? If I wont pay you wont lift a finger to resolve an issue? Is this how companies run? I demand answers and explanations and resolutions with this issues. I am sure I am not the only one who experienced this problem with you. I will make sure to make this public and expose the kind of business your organization practices. This is a type of business that needs to be closed.

  Business response

  03/22/2023

  GCE has responded to **************** numerous emails.  We provided him with a screenshot of the application step requiring the email address for delivery as well as a copy of his completed application which indicated the report should be sent to his email address.  GCE offered to send the report free of charge if he could show us where on the application it shows the report should be sent to a university email address.  He claims he "told" us but there is nothing on the application. 

  ************ originally had an evaluation report completed by GCE in June 2017.  This report was mailed directly to him and included the attached back of the paper showing how long evaluation reports are valid. As stated on the paper the reports are valid for 3 years from the date of completion.  He requested a copy of this report in February 2019 and it was sent to as requested.  The first evaluation report expired in June 2020.  

  GCE has done communicated with ************ and offered several solutions. He refuses to resolve the issue.

  Customer response

  03/31/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *********************

• Initial Complaint

  02/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid them over 300 dollars so I can have my transcript faster. They didnt tell me they are using third party company( parchment) for sending the transcripts. *** received email with transcript, but wasnt able to open it. Try to contact both companies and they told me that they cannot do anything about it, they have been transferring me from department to department and the day was over. So I missed the deadline and now I have to wait 6 months to sign for next semester. I want them to compensate me a lot about this, I have all of the receipts and promises from both companies. Both companies been very mean and disrespectful on the phone as well, one of them even mentioned that since I paid and its over, I should be nice to them and thats only thing I can do!

  Business response

  02/21/2023

  GCE received and processed the application which included 5 business day rush service on February 15th.  During the application process there are two instances where an email for delivery is required: 1) the email to send the report from the application fee and 2) additional official reports may be delivered via ************ mail or email.  The report was completed and sent via ********* Services the next day, Feb. 16. An additional copy was ordered and available the next day.  One of the original reports, sent to *****************,  and the additional copy, sent to  ************************, have been downloaded.  The other report, sent to ***************************************** (as per application), is available for download.  The emailed link will be active for 30 days.  Mr. ********* issue is with the university and their delay in downloading the report.  GCE completed the evaluation report within the five business days and delivered as requested. 

  The automatic email from our system alerts clients to be aware the report is being sent via ********* Services.  Also included is the email address and instructions to look in the client's junk/spam folder if the email is not in their inbox.  The *** page of our website also states the application fee includes a report sent via ********* Services.  There are several other questions/responses that indicate the official report is sent via ********* Services.

  The application includes terms of services.  One of the terms (highlighted in attachments) is there are no refunds.  Mr. ******* initialed the terms of service indicating he had read and understood them. 

  GCE completed the evaluation report within the five business days and delivered as requested. Mr. ******* must contact ****** Global and determine why they did not access the report sent.
  

• Initial Complaint

  12/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Nov 10 I submitted an order to have my diplomas evaluated by this business. I am an attorney. The website during checkout didnt say nothing about time frame for refund neither that they will keep part of the money if they do refund. The contrary when I order their services It was promised to me that will be ready within 15 days. During this wait process I called them 5 times an request more info about when I will receive my documentation. They keep saying that I didnt pay for rush service. Well I wonder if they only value customers that pay $100 extra for expedited ? Outrageous!Anyway. On December 5 I called my credit card to dispute that charge because gce said they wont refund me and almost after 30 says my document isnt ready. On December 10 I got an email from gce saying they refunded me. But they kept $50. It amazes me why they kept my money if they do not deliver anything, just anger, frustration with that experience. why keep $50 from me ?Absurd. Ugly people over the phone. Business not professional. I want my full refund. Doesnt make sense what this business is doing online with serious people like me that want service done. Thank you for receiving my complaint.

  Business response

  12/14/2022

  Our website, gceus.com/faq/ has information concerning the turn around time for evaluation reports.  The *** states it is ***** business days from the date all required documents are received and the time is not guaranteed.  The same page also has information concerning cancelling of an application by the client.  

  Attached are screenshots of the terms of service found on the application and initialed by *********************  The terms of service indicates there are no refunds after an application is received.  His initials indicate he read and agreed to this term.  

  Also attached is the correspondence with our office manager.  She provided him with all the information found on the website and he agreed to the refund minus a $50 processing fee.  ************************ application was canceled as per his request and the fee, minus the processing fee, refunded on December 9, 2022.

• Initial Complaint

  04/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  To whom it may concern, On (12/21/2021) I applied to evaluate my credentials with GCE, I chose (Course-By-Course) which is the most costly service they provide. Later I have received a letter stating that my university is not recognized by them and they charged 100 USD for that letter.I reached out to my university to clarify that, and the university correspondent emailed GCE and informed them that the university is recognized in Europe and ** and they have provided that they are recognized by IACBE an ******** ******************* for ****************** recognized by CHEA ************ of **************** Accreditation) in the **. These recognition bodies are located in the ******** or CHEA is the only institution that gives recognition to universities or business schools outside of the ***.After the student support at my university contacted them and provided links and documents to support their claims, GCE just decided to stop replying to my emails, and the university's emails. That is why I am filing a complaint right now. (all emails and communication are available upon request if necessary)I want my payment back since I haven't received the service I have chosen and paid for, and I would like to know if BBB could help me push it further against this business because such business is a great hazard to customer protection and offers no communication.

  Business response

  04/07/2022

  Tell us why here...Your evaluation was completed on 1/13/2022 and you were informed at that time ********************** is not accredited.  A refund of $75 was provided.  GCE does not recognize schools, we determine the recognition by the country where the school is located.  GCE researched the school and its recognition by the government of ***********.  In order to hold accreditation, a school must be recognized by an agency with government recognition.  In this case, ********************** does not hold the required recognition in ***********.  CHEA is not a recognized government organization in the **.  IACBE provides programmatic accreditation, not institutional, and does not replace the required regional accreditation required in the **.  ******************* ***** spent many hours researching ********************** and your documents.  She also spent hours in correspondence with GCE evaluators, outside credential evaluators, and yourself.  The application you submitted, and initialed,states there are no refunds.  The report was completed as per GCE policies and procedures. 

  Customer response

  04/14/2022

  Complaint: 16986439
  
  Let's agree that you have no right to ask what I am doing here. You have a reputation for being very negative towards your customers, but I am willing to answer all of the points you have raised. 
  I am here because you got paid 175$ to perform a (course-by-course) evaluation, a service, and this is quoted from your website: 
   1. Identifies and describes each credential
   2. Provides **** equivalence
   3. **** Grade Point Average (GPA)
   4. Course listing with **** credit (or course weight for secondary education) and grade equivalence)
  This is not what I received.
  If you have sent me those documents to complete your work order please share them here. 
  You received the payment and told me my university wasn't accredited.
  No research was conducted by your team about the university by that time, because ******************** ***** even was surprised with some of the university accreditations after the rejection letter (I have a copy of her email reply).
  It is interesting that you guys keep mentioning there is no refund policy, while you already refunded me 75$, which means you can refund when you want to, nothing to do with policy at all. 
  I have couple of questions here: 
  Do you not have a "complete the work order" policy?
  What about "customer service" policy or "customer satisfaction" policy?
  Why "No refund" policy is all what you guys memorize ?   
  
  For your technical information: 
  I have reached out to GBS and they sent you an email, they have expressed that the database you are looking in is not including them since they are private sector (as your database doesn't include most  private faculties).
  GBS is accredited in Swiss learning system, I don't know where you had the impression that they aren't recognized in ***********, if you have researched as you said you will easily find that. 
  They have asked you to provide a name of the accreditation body you will accept since there is only IACBE or CHEA who's providing recognition for private foreign universities in **.

  since you mentioned IACBE provides programmatic accreditation, why did not you recognize the *** program I have done and GBS shared you a proof of that !!

  
  You ignored both of those emails, did not respond to mine nor GBS's, and that's why I am here.

  Business response

  04/19/2022

  As part of the evaluation process, all avenues to determine accreditation are followed, including government sites, accreditation sites and the schools website.  While IACBE was determined upon the initial review of the school, it is not a regional accreditation and does not carry the weight of regional accreditation.  The surprise that was mentioned is due to the fact that in the **, IACBE requires regional accreditation prior to their consideration, which is NOT the case here.

  
  Please see the attached screenshot, Zidan Terms and Submission, from your application.  Please pay attention to bullets 3 (agree to the terms and conditions) and 6 (no refunds).  You initialed the application indicating you had read and agreed to the terms.

  
  Email dated 2.15.22 indicates that the difference in the *** and DBD was refunded because we didnt think it was honorable to keep the full fee, but there was work done and a service performed.  This email also states that ******************** ***** was petitioning for a review our policy of the document-by-document only for schools that do not hold regional accreditation.  Even if they come back with the revised policy and I do a course-by-course, it will still have heavy notations of the lack of government recognition.

  
  The databaseis https://www.swissuniversities.ch/themen/studium/anerkannte-oder-akkreditierte-*********-hochschulen and includes both public and private institutions; according to the ****** Business Schools website, they indicate that they are not recognized by the government: https://*****.com/en/about-us/why-******-business-school/accreditations/

  
  This is untrue as other schools in *********** have achieved accreditation by other ** regional accreditation bodies (*********************************** and ******************* Global ********************* are both accredited by the New ****************** of ****** *********).  CHEA is not a ** ********** of ********* recognized accrediting body, as has been pointed out in previous emails.

  
  IACBE is a programmatic accreditation and does not replace regional accreditation in the ****  A list of recognized accreditation agencies in the **, can be found here: https://www2.ed.gov/admins/finaid/accred/accreditation_pg3.html#RegionalInstitutional
  There are very few programmatic accreditations that can stand WITHOUT institutional accreditation, those accrediting agencies can be found here: https://www2.ed.gov/admins/finaid/accred/accreditation_pg4.html#National_Institutional
  

  The emails that were sent by GBS and repeatedly sent from the client did not contain new information, but repeated the same things regarding accreditation (that its not mandatory in *********** and that they have programmatic IACBE).  I had already responded more than once.

  Customer response

  04/26/2022

  Complaint: 16986439
  
  I am rejecting this response because:

   

  
  I would like to thank you for your technical feedback, but that should have went to GBS when they requested more info via email. Your statement that you have responded more than once to GBS conflicts with the evidence since you did not CC me and they said they never got a reply from you. I have stayed in touch with them about it, and if you've been replying to your emails as often as you say `I would not have escalated this case. (please check attached)
  
  With that being clarified, I am not here for your technical review.
  I am here because I paid for a product I did not get, and I want my payment back.
  
  As simple as it is, you have a product (car, burger, equivalent..etc.) and I paid full payment for your best service to get this product which was 175 $ (course-by-course) evaluation. If you don't deliver your product you don't get a payment.
  
  You have designed your website not to accept work orders until prepaid, and saying that there is no refund policy makes your business a huge consumer risk. more close to a scam to be more specific.
  Again, what I am claiming the rest of my payment which is 100 $, not the 175 $ but the difference after the partial refund. I will refresh your memory and paste the order I have made again
  
  (course-by-course) evaluation, a service, and this is quoted from your website: 
   1. Identifies and describes each credential
   2. Provides U.S. equivalence
   3. U.S. Grade Point Average (GPA)
   4. Course listing with U.S. credit (or course weight for secondary education) and grade equivalence)
  This is not what I received.
  
  Please share those documents if you have done the order (as you claim), otherwise enough with  wasting everyones time and send me back my payment.

   

  
  
  Regards,
  
  *********************

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