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:04/04/2025

  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 had paid for a course evaluation report. ECE did not like the original documents as an affiliate school which was given full authority to produce transcripts and crediting by the partner institution was the one sending the requested documents. I had to spend days trying to get the institutions to submit the documents which should have originally been accepted. Then, after the documents were submitted, the report was not processed in a timely way of 3-5 business days as they state on their website and according to the email which they sent which stated, "As of Mon Mar 24 00:00:00 CDT 2025, we have everything we need to prepare the evaluation report. Order processing is currently taking approximately 5-7 business days from the date above." I have tried to be in touch with the company, but not only does their "Chat Now" function not work on their website, but they have not responded to the inquiry form as well.

  

  Business Response

  Date: 04/16/2025

  Thank for for making us aware of this issue.  According to our records, the customer's requested report was sent **** Priority Delivery on 4/8 with tracking info provided via email.  We apologize that the customer *************************** them later than expected, and provided a complimentary free first copy of the report ($45 value) for their use in the next year.

  Best regards,

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

• Initial Complaint

  Date:03/10/2025

  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 ordered a course-by-course evaluation from ECE on May 7, 2024, for three programs. I uploaded copies of my transcripts, and ECE told me to mail them. I specifically informed them that these were copies, yet they still requested them. After I did, they later said they do not accept copies and required originals.I sent one original in October 2024, which they confirmed receiving. After months of silence, they falsely claimed they never got my emails. Instead of addressing this, they told me I needed to place a new order for future evaluations. Then, they claimed my evaluation was completed and asked me to pay again for a copydespite never evaluating my coursework. Instead, they returned my original with no explanation.ECE charged me for three evaluations but has not completed the service. I demand ECE immediately complete the evaluations for which I provided originals and refund the third evaluation. Their delays have significantly impacted my ability to proceed with my Fall 2025 education plans.I had originally uploaded copies of my transcripts to my online profile, expecting them to review and confirm what they could or could not evaluate. Instead, ECE accepted them, told me to mail them, and later rejected them. After I obtained my original transcript, they still refused to evaluate it.After weeks of follow-ups, ECE falsely claimed they never received my emails, despite my proof. Instead of addressing my concerns, I was told I needed to place a new order. Then, they claimed my evaluation was completed and attempted to charge me again for a copy. This was misleading and deceptive, as no evaluation had been done.ECE has failed to provide the service I paid for. I need them to immediately complete the evaluations for which I provided originals, refund the payment for the third evaluation, and correct their misleading communication. Their failure to act promptly has jeopardized my education timeline, and I need this resolved as soon as possible.

  

  Business Response

  Date: 03/19/2025

  Greetings, *****- 

  I have investigated your complaint. According to the information I have, ECE is in the process of revising the evaluation report to include the studies completed at the *******************. It looks like we provided you with that update by email on 3/13/2025.

  I apologize for the delay in processing the newly received documentation. 

  It looks like we have not assessed any new charges. The only charge we have in our system is for the initial evaluation report order from 05/07/2024.

  I would be happy to work directly with you regarding any new report deliveries following the revision to the evaluation report.

  Please use my direct contact information to work with me on this. I can be reached by email at ***********************************************************.

  I hope you find these next steps suitable. I am happy to answer any further questions or concerns you have.

  Thank you!
  ****** *****

  Director of Customer Services

   

   

  Customer Answer

  Date: 03/21/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I reject the businesss response.
  ECEs reply is misleading and fails to address the central issues of delay, miscommunication, and failure to deliver the full service I paid for.

  1. I submitted a course-by-course evaluation request for three credentials on May 7, 2024, and paid in full.
  2. Only one credential was evaluated. The other two were not.
  3. I submitted an original transcript from the ******************* on October 29, 2024, which ECE confirmed receiving.
  4. I followed up once, after allowing them time to process the documents as promised. Rather than address the issue, ECE falsely claimed they had not received my message. I was patient throughout and did not pressure them with frequent emails, expecting them to follow through on their own policies.
  5. I was then told I needed to place a new order and pay again, despite having already paid for evaluations of all three credentials.
  6. Later, I was told the evaluation was completed and asked to pay again for a copyeven though the ******************* coursework had never been evaluated.
  7. Despite their stated 58 business day turnaround, no evaluation was completed. Instead, they returned my document without explanation.

  
  Additionally, I filed my BBB complaint on March 10, 2025, and only after that did ECE send me an update on March 13. This shows they only acted because of the complaintnot through standard customer service.
  
  I continue to request:
   Immediate and full evaluation of all credentials submitted;
   A refund for the third evaluation that was never completed;
   Acknowledgment of the unacceptable delays, miscommunication, and mishandling of my case.
  
  Regards,
  
  ***** Kulavska

  

  Business Response

  Date: 03/26/2025

  Greetings-

  I apologize for the confusion around the evaluation report and the steps that we have taken since issuing the report. 

  ECE will complete the revised report to include the studies completed at the ******************* today. You will be notified when the report is complete. We will not charge you for additional copies of that revised report. 

  Additionally, ECE will be refunding you the full amount paid for the initial evaluation report.

  Please let me know if you have any further questions or concerns. 

  Thank you! 

  Customer Answer

  Date: 03/31/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Thank you for your response, but unfortunately, the issue remains unresolved.
  
  
  Today, March 31st, I received the package from ECE and once again, it included two copies of a course-by-course evaluation that was completed nearly a year ago. This has nothing to do with my updated request or the studies completed at the *******************, which your evaluator specifically confirmed would be included in the revised report.
  
  
  Despite your promise to finalize the corrected report today, what I received clearly shows that the revision was not made. I appreciate the refund, but what I need is the correct report as originally requested reflecting my studies at the *******************. At this point, I have no idea why this continues to be mishandled.
  
  
  Please resolve this properly and provide the actual revised report without further delays.
  
  Regards,
  
  ***** Kulavska

  

  Business Response

  Date: 04/16/2025

  Thank you for following up with the concerns from this customer.  We had contacted the customer on 4/1 and clarified the information they had requested, which was listed on page 4 of the revised documentation sent in March, and the refund was processed as well.  If there are any further concerns, please let us know.

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

  Customer Answer

  Date: 04/16/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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,
  
  ***** Kulavska
  

• Initial Complaint

  Date:02/04/2025

  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.

  Order Amount: $210.00 Order Date: 01/07/2025 I previously used ECE, and they successfully evaluated my transcript as a bachelor's degree. However, since the report expired after five years, I placed a new order and paid $210 for an updated evaluation. Unfortunately, they are now unwilling to finalize my report properly, claiming it only reflects four years of undergraduate work, even though the original document clearly states that I graduated.Their current handling of my case feels personal rather than professional, and I dont understand why this issue is happening now after a successful evaluation in the past."""""Unfortunately, after I left ***** in 2015, I was unable to obtain my Ijazah (diploma/degree). The only document I have from ******************* is my grades transcript.Ive made multiple attempts to contact ******************* to request my Ijazah, but Ive received no response. Adding to this, I dont have any family left in *****, as Ive lost most of them to the war.I would greatly appreciate any help or guidance you can provide to assist me in this matter. Thank you in advance for your understanding and support.Jan 13, 2025 4:44 PM We have noted you are unable to obtain the degree. Please send the transcript that is availbale.""""""They've acknowledged the issue and requested that I send the transcript and then they said they are going to make it as I completed four years of undergraduate work.

  

  Business Response

  Date: 02/13/2025

  Thank you for your patience as I investigated your order with the evaluation team.

  Our document requirements change over time, and we have made changes to those requirements since we prepared the initial evaluation report in 2018.

  I am happy to see that the ECE evaluation team has been in routine and timely contact with you to describe what is now required to prepare the new evaluation report you ordered this year. In those communications, we have presented several options for what we can use to confirm graduation: a proof of degree or statement confirming the degree award from a verifiable school email address or a school-issued statement confirming degree award issued in a sealed envelope. We have also made attempts to contact the teaching institution to obtain confirmation of graduation.

  In addition, we have offered to (a) complete an evaluation report with the documents we have thus far with a subsequent report update when additional documents are submitted or (b) to cancel the evaluation report and provide a partial refund. 

  I hope this provides some clarification and helpful information.

  If you would like to proceed with the cancellation and refund, please inform me.

  Please feel free to contact me directly at ********************************* if you have any other questions or concerns.

  Thank you!

  ****** *****

  Director of Customer Services 

• Initial Complaint

  Date:10/18/2024

  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.

  I applied for my education evaluation in ECE on October 16th. The ECE website said that I only need to provide a photocopy or scan, so I paid 115 US dollars. After I paid the money, they asked me to supplement the materials. I need to go through ***** **** certified and they don't refund, this is fraud and I need my refund.

  

  Business Response

  Date: 10/23/2024

  We would like to first acknowledge these understandable frustrations. Customer satisfaction is very important to us, and we try to create the best customer service experience possible.

  At the customer's request, we cancelled the evaluation report order on October 18th and provided a partial refund in the amount of $90.00. ECE retained our standard $25 processing fee.

  As a customer service gesture, we will refund the remaining $25.

  We hope this bring satisfactory resolution for the customer.

  Thank you!

• Initial Complaint

  Date:06/05/2024

  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 sent them(ece.org) my original documents with order number H48200 two months ago and i complained on the BBB website. The complaint was submitted on 4/18/2024 and was assigned an ID of ********. The message was from business:"Hello-We understand that you have concerns and questions regarding the evaluation report you have ordered.ECE evaluators determined that we needed to request verification of the documentation you submitted for evaluation before we can prepare the evaluation report.We are working to obtain a verification response as quickly as possible.We will update you as soon as we receive a response to our verification request."My university ( ***********************) confirmed my documents and sent them verification to their email, But ece.org makes excuse and tole me Unfortunately, the university did not reply to our request. Sending documentation electronically to our office is not sufficient. The university must reply our official request.I can not understand them they have no other excuse.

  

  Business Response

  Date: 06/14/2024

  ECE completed the requested evaluation report on 06/13/2024. We hope this adequately addresses the complaint. If the customer has any further questions, I can be reached directly ************ or by email at *********************************.

  Thank you!

  Customer Answer

  Date: 06/14/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  First, when I complained (06/05/2013),they did not evaluate my documents. Second, I request you to look into my case and prosecute if you find any violation. ECE wasted 2 months of my time for no reason. I have 2 dental degrees, a general dental degree from *********************************** and a specialized dental degree from ***********************. When I sent my documents to ECE,I also sent my sister's documents at the same time. My sister only has a medical degree from ***********************************. My sister's degree evaluation was done after a week. But for me, they requested verification from both universities. ECE didn't know that they approved my sister's dental degree and when I informed them they started making unrealistic excuses. I emailed the ECE manager that my sister and I have the same dental degree from ***********************************, why didn't you request verification for  her? The manager emailed me and told me that it's true, you and your sister did the same dental program at the ***********************************, but the evaluator preparing your report found a discrepancy in the signature of your diploma from *******, so she submitted it to the university for verification.(unreal reason). She also answered about my specialized dental degree from *********************** that there has been an increase in fraudulent document activity recently from this university. Finally, after two months, I contacted with ************************ the University replied that we did not receive any request from ECE for you and on 06/02/2024 *********************** itself sent my verification to ECE but ECE answered me "University did not respond to our request. Sending documentation electronically to our office is not sufficient. The university must reply to our official request. On 06/05/2024, the *********************** sent verification to ECE again. but ECE answered me "We cannot accept a response from the departments/email addresses you are requesting, however We must receive a response from the official verification contacts at the school. We will need to wait for a response. We will resume the evaluation once we receive a response from the institution. If we do not receive a response after six months, ECE will contact you".
  Regards,
  
  *************************************

  

  Business Response

  Date: 06/24/2024

  Greetings-

  Per ECE's terms and conditions, we reserve the right to request verification of educational documents submitted to us for evaluation. As part of that verification process, ECE makes every effort to help ensure we receive a timely response from a reliable and verifiable source.

  We provided timely responses to the customer as we awaited a verification response. 

  We understand the frustrations the individual has expressed regarding the impact of the verification process on the overall evaluation timeline. As a customer service gesture, we will offer a full refund for the amount paid.
  
  Thank you, 

   

  Customer Answer

  Date: 06/24/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  [Is it part of ?ECE's terms and condition to evaluate two completely identical things differently as well? I think this is kind of discrimination. As i told BBB i ask BBB look at my case and if find any violation prosecute my case. ]
  
  Regards,
  
  Seyedmohammadhossein ********

  Customer Answer

  Date: 06/27/2024

  Hello 

  I am dissatisfied with their evaluation and their evaluators and I have complained in the development of  agricultural, trade and consumer protection before. I attach that complaint as well.

• Initial Complaint

  Date:04/18/2024

  Type:Delivery 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 sent them(ece.org) my original documents with order number H48200 and my original sister's documents with order number H48207 to evaluate our documents 2 weeks ago.we are dentists and we have the same documents for evaluation after one week they evaluated my sister's documents and shipped to her but they emailed me you must wait for verification of your documents from your university I asked them why you didn't request for verification of my sister's documents we have the same documents they answered me if you can't wait you have choice to cancel your order I called them several times to talk to their general manager and emailed them but they didn't care about it.

  

  Business Response

  Date: 04/26/2024

  Hello-

  We understand that you have concerns and questions regarding the evaluation report you have ordered.

  ECE evaluators determined that we needed to request verification of the documentation you submitted for evaluation before we can prepare the evaluation report.

  We are working to obtain a verification response as quickly as possible.

  We will update you as soon as we receive a response to our verification request.

  Please feel free to contact me directly at ********************************* or ************ with any further questions.

  Thank you, 

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

  Director of Customer Services

  Customer Answer

  Date: 05/03/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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

  Date:01/21/2024

  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.

  Hello! I've ordered a course-by-course report from ECE (reference number: F75902). I studied for 2 years at my medical college in my country and spent **** academic hours there. ECE stated that I spent one year of studying in my report. This is not true and I currently have problems with my education verification because of hours on my ECE report. The ECE employee told me that they believe that the first year in my college is a high school year. But this is not true. In order to study at ***** ********************** one must complete high school, which I actually did. You can start your education as an MLT student in ******* after graduation from your school (11 years of studying). This fact is stated in all the applicable laws towards such majors. Moreover, there were no school subjects in my curriculum, because all students had finished high school before they started the program. I know that the majority of colleges in ***** accept students after basic (9 years of study), but not the medical ones. My program didnt have high school program in it. And there are no documents that can prove this. It is stated everywhere: from my college documents to the ******** of ********** I provided ECE with all the applicable documents that are located on my college official website. Moreover, the ECE employee provided me with abstracts from ********** official documents that just prove my words and claim that there was no high school program during my studies, because I had finished high school before started my studies. I also offered to show my high school diploma, if needed. The ECE employee didnt want to consider this, despite the fact that they simply proved that there was no high school program in my curriculum and that I studied for 2 years and not 1. So, help me to resolve this problem, please.

  

  Business Response

  Date: 01/25/2024

  Dear ********************-
  
  I have reviewed the service that we provided and your subsequent communication with ECE.  After considering your requests and the options we are able to provide, it appears that ECE will not be able to meet your needs.  In the interest of assisting you with moving forward with your goals, the most reasonable solution we can offer is to provide you with a full refund of all the fees you have paid to us.

  
  We hope that you will be able to find a provider that will satisfy your service requirements.

  
  Please confirm your mailing address so that we can send you a refund.  As soon as we receive your address confirmation we will provide a full refund.

  Thank you,

  Customer Answer

  Date: 01/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Thanks for your response! I understand that a full refund is a minimum that ECE can do in this, in my opinion, unbelievable situation. If it is possible, I would like to get an answer to the most important question to me. I can't understand if this situation with ECE is lawful in general. How can they make any assumptions on their personal beliefs about my education if they have all the applicable documents and laws? They proved all my words, but didn't make any corrections to my report. How can one name themselves Educational Credential Evaluators and be the ***** member, but count education hours like they want to do this. There is whether you finished high school prior to your professional studies or not. In my opinion, it doesn't depend on which evaluation center one has chosen. Overall, this is a ridiculous situation to me, because I would like to have a truthful report of my education, not simply to get my money back. Could you help to get the answer to this question from ECE? Or can I become an evaluation center for myself if you don't need to follow any laws, applicable documents and logic to be one?
  
  Regards,
  
  ********************

  

  Business Response

  Date: 01/29/2024

  Dear ********************-

  Equivalency conclusions stated in the ECE report reflect our judgment based on in-depth research of applied comparative education. We encourage customers to contact us if there are questions or concerns about the report. We are glad to see that the evaluator explained in detail the evaluation conclusions through email on January 17th and January 18th. 

  Although we are unable to change the results, we thank you for allowing us the opportunity to respond.

  Please confirm with us your current mailing address so we can process and mail your refund.

  You can reach me directly with any further questions.

  Thank you, 

  ***********************
  Director of Customer Services
  Direct: ************

  Customer Answer

  Date: 01/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I've already written to ECE that I won't accept a refund now. I need my evaluation to prepared accurately and according to the applicable laws. I understand that they want to simply delete my order, so that there will be no proof of their incompetence. It's not gonna work like that. I have all the necessary evidence from the email correspondence with this organization. I've found a lawyer and we are currently preparing the case. 
  
  Regards,
  
  ********************

• Initial Complaint

  Date:11/07/2023

  Type:Order 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 applied in 2016 for a university degree equivalent at an ECE company, which they did. In the contract they specified that I could request copies for the next ***************************************************************** that they have changed their regulations and I must do everything again and pay again because it is only valid for 5 years.

  

  Business Response

  Date: 11/08/2023

  We would like to first acknowledge these understandable frustrations. Customer satisfaction is very important to us, and we try to create the best customer service experience possible.
  
  ECE is very sensitive to the needs of our clients, and it is our mission to assist as many individuals as possible. As part of that commitment, we make a consistent effort to balance the protection of applicant data with our order processes. To ensure that we are following industry best practices around data protection, we periodically revise our policies, including those that relate to requests for copies of completed evaluation reports.

  For reference, we have attached a copy of the terms and conditions that the applicant agreed to as part of the initial evaluation order. We would like to draw specific attention to the following components of those terms and conditions:
  1-Normally report copies *** be ordered for five years after a report was first issued (we reserve the right to change this time frame without notice).
  2-Information Subject to Change. Information on the ECE application form and website, including fees, *** change without notice.
  
  We would be happy to facilitate a new evaluation report order, and we would like to extend a discount to the individual given their concerns about our practices.
  
  We hope that by offering a discount and working in a very committed manner with the individual that we can bring resolution to this matter and ultimately deliver on what they need to move forward with their current goals.
  
  We hope this message clarifies our processes and addresses the questions and concerns that have been raised.
  
  Please note my direct contact information that can be used to move forward in the path we have described above. I am also available to answer any follow up questions that *** arise. 
  
  Sincerely,
  ***********************
  Director of Customer Services
  Direct: **************

  Customer Answer

  Date: 11/09/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  ********************* *********

  Customer Answer

  Date: 11/09/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.

  For your reference, details of the offer I reviewed appear below.

  The new regulations have been attached to the document sent as a receipt, which did not exist in 2016.

  However, the transcripts on their 4 pages include on each back page the duration of the 10-year reports, which I include again.

  My proposed solution is the following:

  1. Send the report according to the contract immediately, since it is within the agreed 10-year period.

  2. I will proceed to pay for that report, according to the regulations established for the 10 years.

  3. When the 10 years are ** in ****, I will proceed to request everything again.

  Regards,

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

  

  Business Response

  Date: 11/10/2023

  Thank you for the opportunity to respond. We are committed to finding a resolution that assists the customer with their current need.

  
  Please note that the terms and conditions that ECE referenced in its initial response are not new regulations.These were terms and conditions that were a part of the application process the individual completed at the time of order on 3/1/2016. Those terms and conditions, and the order date, are captured and available in the attached Receipt document.

  
  We are not able to provide the requested report copies. We are happy to work with the individual for a new report order, including a discount to that new order.

  
  I am available as a direct contact to facilitate a new report order and the available discount.

  
  Thank you, 

  ***********************
  Director of Customer Services
  Direct: ************

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

  Customer Answer

  Date: 11/13/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The terms in 2016 are clearly presented in the report provided of 10 years duration by ECE.

  I requested  to fulfill the clauses added to every pages of the report in 2016.
  
  Regards,
  
  ********************* *********

  

  Business Response

  Date: 11/15/2023

  ECE is not able to fulfill the customer's request to deliver a copy of a previously completed report.

  We can complete a new evaluation report order at a discount.

  We have provided direct contact information to facilitate a new report order with the associated discount.

  Thank you.

  Customer Answer

  Date: 11/15/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The breach of contract  by not fulfilling the 10 years period is unacceptable  and no other option is available base on the agreement of ECE write by themselves in the transcripts. So, my request is the fulfilling of the 10 years period to receive the copy of the report. 
  
  Regards,
  
  ********************* *********

  

  Business Response

  Date: 11/22/2023

  We regret that the applicant remains dissatisfied.

  
  We hoped to reach a resolution by offering the applicant a discount on a new evaluation report order, but the applicant did not accept this offer. As a continuation of our commitment to customer satisfaction, we are now going to refund all the expenses the applicant has paid for the initial evaluation report order. We will work to issue that refund within five business days.

  
  We hope that this will bring resolution to the matter.

  
  Thank you!

  Customer Answer

  Date: 11/22/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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,
  
  ********************* *********