ComplaintsforEducational Credential Evaluators, Inc.

• Initial Complaint

  06/05/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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 response

  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 response

  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

  04/18/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  01/21/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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 response

  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

  11/07/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  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

  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 response

  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 response

  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

  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 response

  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

  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 response

  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

  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 response

  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,
  
  ********************* *********
  

• Initial Complaint

  04/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Submitted request for educational credential evaluation for the purpose of graduate school enrollment on or about Mar 10. On Mar 31, I submitted a request to cancel this order.On 4/1, I received an email stating that the 4 years I spent in college is equivalent of a high school diploma. I requested a course/by-course evaluation. *************** and **** also received this statement. Clearly nobody looked at the paperwork provided. There was over ***** hours of Painting and Drawing alone. The very same documents were evaluated 15 years ago by another creditial evaluation firm. That company certified that this was the equivalent of a masters degree in a US college.Escalated request to ECE for resolution. Demand full refund of $355 and that ECE send a letter immediately to rescind the credentialing statement ECE sent on 4/1/22, as it was grossly inaccurate and contains material misstatements. The apology letter must be sent to all recipients including myself, ****, and *************** using the same address information in the original request.

  

  Business response

  04/05/2022

  Dear Fotima, we are very sorry that the results you expected did not match the findings of our evaluation report. Please know that every applicant receives a thoroughly researched and individualized report by one of our trained evaluators.

  
  We see that you reached out to the evaluator, and the evaluator explained the evaluation report results. Equivalency conclusions stated in the report reflect our judgment based on in-depth research of applied comparative education.  We are confident in the conclusions expressed in the report results.
  
  In the ECE application you requested that report copies be sent to: **** and ***************.  These institutions receive our reports electronically.  As a courtesy to you, we have removed the evaluation reports from their institutional account. As a customer service gesture, ********************** is processing a full refund for you.
  
  

*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. ↩