Complaints

• Initial Complaint

  12/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  08/04/2024 $205.00 The business was supposed to my evaluation for college in ** for my international transcripts.The business never completed this request and denied a refund and that I signed a contract acknowledging that the fees are non-refundable and when I sent them an email asking me to show me proof they never sent it.I would like my money back, I've been through h*** with these people, emailing back and forth and they don't even have a phone number that you can reach them at.

  Business response

  12/19/2024

  I refer to the complainant's issue against our Foundation and wish to advise as follows:

  The complainant, Ms. ******* undertook to mail additional documents to IERFs offices on 10/15/2024. However, these documents have not yet been received. As the evaluation is in the research phase and we do not yet have the documents required to complete the report, an evaluation report has not yet been produced. On 12/04,Ms. ****** requested a refund and to withdraw from the application process. She was informed of the agreement that she had entered into in terms of which, inter ***** the Terms and Conditions provide that fees submitted are not refundable.

  Please see further the relevant Terms and Conditions of our service that the complainant accepted below,available on our website at ******************************:
  
  "11. Refunds
  Refunds can only be issued in cases of overpayment. In all other cases fees are non-refundable.

  I trust that the above provides clarity and as such no refund is available to Ms. ********

  Customer response

  12/22/2024

   
  Complaint: 22659521
  
  I am rejecting this response because:

  I have been going in circles with this merchant for months, they didn't just ask me to send additional documents they asked for my original documents and said they would need that to do the evaluation they still kept mentioning Course level identification with detailed report for all my international transcripts. I initially agreed to send my documents but when I saw the reviews of someone losing their original documents I refused to go any further with this process. I had already sent a photocopy of my original documents to them which they said they couldn't evaluate, which is ridiculous. They were the exact same documents I was going to send them. I couldn't even reach a live person through this frustrating process including long wait times and them running me in circles, having to put my application on hold multiple times. I went to the college to find out more information and they never mentioned anything that they were talking about. This is unfair and very unprofessional as my time has been wasted and I didn't even get through to the first step.

  
  Sincerely,
  
  ****** ******

  Business response

  01/02/2025

  IERF reached out to the applicant several times to confirm if they report is intended for ********************************************* (****). The college has an Evaldirect account with ********************** and stipulates the report required is a Detail report with Course-Level Identification and be based on original academic records. The applicant did not respond to our emails to confirm if the report is intended for **** nor that they would not be sending original academic records the applicant previously indicated would be submitted.

  As far as this office is concerned, we have done everything possible to assist this applicant.

  
  

• Initial Complaint

  08/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Paid to have a foreign transcript evaluated with the International Education Research Foundation for acceptance into graduate school. Never received the evaluated transcript due to me being told that there was a discrepancy on my transcript. Repeatedly told the business that there is no discrepancy and they are counting incorrectly. It has been 11 months and I have yet to receive a product I've already paid for and they refuse to refund me or evaluate my transcript.

  Business response

  08/16/2024

  IERF wishes to confirm that we have received the reviewed the complaint from the Better Business Bureau that is filed by our applicant, *************************.
  
  We are sorry to learn of the frustration and dissatisfaction that the complainant experienced with our credentials evaluation services, particularly with the delay in the processing of her file.   The delay is due to the discrepancies that we identified on the complainants transcript. The last page of the transcript that we received shows a total of 142 credits. However, when all the courses completed by the complainant are added, the total credits are 138 credits, not 142 credits. Due to these discrepancies, we requested a new transcript from the institution of study that would reflect the accurate number of credits. Schools,colleges and governmental agencies rely on our reports and it is important that the reports that we issue are reliable and accurate.  Unfortunately, we have not received this new transcript as we requested.  The absence of a new transcript that shows the accurate number of credits thus prevents this office from evaluating the applicants studies.
  
  
  The terms and conditions of our contract with our applicant also states that refunds can only be issued in cases of overpayment. In all other cases fees are non-refundable. Nonetheless, we have considered the special circumstances of this case and have determined that an exception to the above policy can be made.  As such, we have already processed a partial refund in the amount of $146.50, (minus a processing fee) to the applicant.
  
  Please note that the standards maintained by IERF in evaluating foreign credentials are based on the Foundations 55 years of solid experience in international education research.  At IERF, our mission is to serve our applicants by broadening and furthering their understanding of international education systems. Our commitment to the area is demonstrated by our support of activities that enhance the field of foreign credential evaluation and international student mobility and exchange.  Our evaluators are fully qualified and are experienced in the work that they do.

  Customer response

  08/19/2024

   
  Complaint: 22132698
  
  I am rejecting this response because:

  As discussed with the IERF, there are no discrepancies on my transcript. Due to high school grades, my institution exempted me from 2 classes totaling 4 credits-the exact number of credits that the IERF claims is a discrepancy. I emailed them on multiple occasions stating that the two classes they excluded are to be included because although I did not physically sit them, my prerequisites allowed me to receive credit for the classes. At NO time did they request a new transcript. They requested that someone from the university email them to simply state if the credits were 138 or ************************************************************* to receive a partial refund when I received NO services from them because they simply refused to read and understand. I am a highly trained and educated professional and the level of service provided is subpar. I want a full refund and want no further relationship with this unprofessional organization. 
  
  Sincerely,
  
  *************************

  Business response

  08/20/2024

  IERFs response is as follows:
  Despite our no refund policy to which the complainant agreed we have already issued a refund in the amount of $146.50, (minus a processing fee). In any event, according to IERFs policy of evaluating credentials, which policy has been in place for over 55 years, exempted courses are NOT treated the same as completed courses (since exemptions are given to the student at the discretion of the institution of study) and thus, exempted courses do NOT count towards the total credits. Exempted courses are those courses that students did not take at an institution, so it would be misleading for IERF to recommend credit and grades for those courses. As such we do NOT recommend credits for courses that are exempted.
  Nothing precludes the complainant from seeking an evaluation from another credentials evaluation service and it is her prerogative so to do. As far as IERF is concerned, her file is closed.

  Customer response

  08/20/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is unsatisfactory satisfactory to me. However, I refuse to continue to go back and forth with such an unprofessional company.
  
  Sincerely,
  
  *************************

• Initial Complaint

  05/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid for an on-line certified degree service prior to this, and from the very beginning I asked for all my certificate documents to be returned and paid 40$ for mailing fees. However, during the process of receiving the service, I kept providing the documents and was told that they did not meet the requirements and that they had to be the originals, which is why I sent the originals of my academic certificates to this company, except that I sent them to my original school first and then commissioned the institution to send them out, but now the company is claiming that my original certificates are their property and are refusing to return them or communicate with me.Besides, if there is nothing to return, why does this company still take my 40 dollars for mailing fees? And they even asked me another 40 dollars for mailing the verification to CA bar and said that these two 40 dollars are different. According to the Ministry of Education of the *************************, every student will have only one original certificate of degree and one original academic certificate in their entire life. Even though I asked the institutions to send them to the company, they are still very important to me because I cant work or continue to pursue my study in ***** without these documents.

  Business response

  05/13/2024

  
  IERF apologizes if the process of obtaining and mailing academic records was unclear. To clarify, IERF does not return certified academic records mailed directly from the institution of study to our office unless specifically requested to do so by an applicant. Please note we did not receive any original academic records mailed by the complainant to IERF. This is stated on our website under the ******************************** Application portion of our website:
  
  Please note that at any time during the evaluation process, IERF reserves the right to request original documents, additional documents, and/or that documents be sent directly to IERF by the issuing institutions. All records received from the institution(s) of study will become the property of IERF and will not be returned to the applicant.
  
  IERF received the complainant's request to mail back the certified copies received directly from ******************* on 04/29, after the report was completed. Once this request was made, the documents were prepared to be mailed to the complainant.
  
  Regarding the mailing fees, IERF requests two fees: The first fee to mail the evaluation report to the recipient of choice,and the second fee (if original academic records were submitted) to mail back any original academic records received. We offer several mailing options, of which, Domestic Secure Mailing with Tracking ($25) and Domestic Next Day Delivery with Tracking ($40) were chosen.
  
  We hope this helps clarify IERFs mailing and document policies.

• Initial Complaint

  03/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Firstly, despite paying for return shipping, my documents still have not been returned to me roughly 3 months later. This is despite sustained efforts to contact the IERF over phone and email, all of which have been unsuccessful. Secondly, the 5 day rush service which was paid for was not provided. While the application was received by IERF on December 19th, 2023, the certificate was not mailed until January 5, 2024. This delay resulted in monetary damages and a lapse in health insurance coverage.

  Business response

  03/29/2024

  
  We refer to the complaint regarding
  1) the 5-Day Rush; and
  2) return of documents
  IERFs response is as follows:
  
  We received the application on 12/19/23. We were informed by the applicant that there were academic records enroute to our offices and our office received those records on 12/22/23. Our records indicate that the complainants file was activated on 12/22/23 as a 5-Day Rush with a completion date of 01/05.
  Please note the 5-Day Rush is sent out in 5 business days once our office is in receipt of all the required documents and fees and does not include office closures, holidays, etc. During this time, IERF closed for the winter holiday from 12/25/23-01/01/24, re-opening on 01/02/24.
  When the applicants file was activated, the following email communication was sent: Your file is being processed by an evaluator at this time. It is scheduled to be sent out in 5 business days from the receipt of all required documentation (and/or fees). Please note that our office will close for the winter break from Monday, December 25th through Monday, January 1st.
  
  Due to the winter holiday, the file was completed on 01/05/24, within the 5-Day (5 Business Day) Rush timeframe.
  
  The complainants academic records have been mailed as at 03/26/24. There was a delay returning the documents as our office had not received confirmation whether the applicant wanted the academic records shipped back via regular or secure mailing. This email was sent on 01/05/24 following the completion of the report. Once this office received confirmation on 03/25 the documents were immediately prepared for mailing and mailed on 03/26/24.
  
  We trust that our response provides clarity as to our position that we have provided the service that was paid for and that no refund is owing. We take this opportunity to wish the applicant much success in her future endeavors.

• Initial Complaint

  11/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid to International Education Report Foundation $110 to get my degree equivalency report done. I had paid them to get my report done twice before. The first time was ****, the second time was2017. Since I have all my document I sent to them and they sent me back after the evaluation, I choose them this time again for my medical license purpose. I sent all my transcript which must be through mail to them on 9/28/2023. I scan all my degree certificates and emailed them per their request. I thought I was sending them exactly same things as last two times, once they received them through **** on 10/1/2023, it will take 15 days for me to get my report. On Monday they said they did not received my **** mail which said it was delivered at noon. I email them back and forth and they keep saying due to public health and social measure might cause disruption. Until 10/05/23 they finally said they was able to get my document. At this point I am still hoping they will follow their 15 days time line and I still can meet my transferring date. On Oct. 11 they emailed me said they need my degree translation. I emailed them telling them I already included my translation in the mail. They sent me the same requesting translation email every time I asked them why they asked something different from last two times. I know they will not work on my report if I insist they already have it. I spend $25 to get my degree translated again and sent to them. Finally on Oct ************************************************************************************** and will take 15 days to review.Today is Nov 2 and already miss my job transferring date. -From 9/28/23 to 11/2/2023 did not meet 15 days guideline -Why they request the document different from last two times? So the last two times they gave false report?-This time they also request my Master degree cert translation, I asked them only evaluate my bachelor degree. They did my Master degree anyway without translation.

  Business response

  11/13/2023

  ************ indicates that IERF had her academic documents from ****.  IERFs Terms and Conditions to which she agreed expressly states the following:
  Please note that there is a two-year limit from the date that the report was issued on requests for copies of any evaluation. For evaluations issued prior to the two-year limit, a new report and new application fees are required. 
  Although we provided ************ with a detailed explanation of the document that we required to process her report, we only received this from her on October 16, 2023. Thus, it was only at that time that we were able to activate her case and start processing her evaluation report. IERFs published turnaround time commences only once it is in receipt of all the documentation necessary to begin processing the evaluation. As soon as we received the missing document, IERF sent an email to ************ stating that the case was activated with a 15-business day turnaround time.. On November 3, 2023, her evaluation report was mailed to her. As such,IERF met the 15-business day turnaround as advertised.
  
  We are sorry to learn that she missed her deadline. IERF does offer rush services, however, ************ did not choose to avail herself of a rush service.
  
  We trust that this information provides further clarity to the situation. We wish ************ much success in her future endeavors.
  

• Initial Complaint

  04/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  It's been almost a month(March 29th) ,(IERF #: S23-02186) since I sent my credentials for evaluation(For Military Enlistment). It's stated on their website 10 working days, while on the email, more or less 15 days. I can't make calls on their landline instead it takes me to inquire on their website, which takes 3 days for them to reply, ( basic automated response). With no concrete explanation nor update to what's really happening. I paid $205 dollars and until the now, I only got an email stating that my credentials - "is just being currently reviewed". (IERF #: S23-02186)

  Business response

  05/01/2023

   

  To whom it may concern

  We are sorry to learn of the frustration and dissatisfaction that the complainant has experienced with IERF's services, particularly with regards to the processing time. We want you to know that we have carefully investigated this matter in that we reviewed all notes that were logged. We also interviewed all staff that assisted with the processing of of the complainant's case. We want you to know that much time and effort was spent by this Agency reviewing his case and completing his evaluation within the designated timeframe of a minimum of 15 business days for standard files.
  
  Although the complainant submitted his online application and fees to ** our Foundation on March 27, 2023, we only received all the required documentation (physical original academic records as required based on the country specific requirements) from him on March 30, 2023. Therefore, his file became activated on March 30 and was completed within the designated timeframe. His 1 sealed official evaluation report as well as documents were mailed on Thursday, April 27, 2023. It was sent via *** #1Z 990 721 42 **** ****. We trust that this provides clarity.
  
  

• Initial Complaint

  02/25/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  A couple of months ago, I submitted a request to have two diplomas evaluated from the same foreign school. Since I only had one official diploma and not for the other, I withdrew the application to evaluate both diplomas. These diplomas are separate years and separate graduation dates. They are not dependent on each other in any way. The one I requested the evaluation first is the degree that I obtained first and that is the only one that is needed to be evaluated. Now, I have been admitted to the graduate program and submitted an application specific to this school to evaluate only one diploma. I paid the fees and submitted the diploma with the hard original. IERF now decided to merge my old application with two diplomas with the new application. I do not quite understand why. I requested to evaluate only 1 diploma which is complete on its own, came before any and all other degrees and credentials and not dependent on other schools or degrees. Now, the request is to send the hard original of the second degree from different years. Why? This is not the evaluation I requested. I have other foreign credentials in addition to the one I requested to evaluated but I am not requesting to evaluate all of them. Please evaluate the diploma that was provided. That is the only one that I have now and the only one that I mailed. It is a completed Bachelors degree (and you already evaluated it several years ago). It is not contingent or dependent on anything else or any other school. Like I said, I do have other foreign credentials but I am not requesting to evaluate them as they are not the credentials in question at this point.

  Business response

  03/01/2023

  As per IERF policy, all IERF applicants are only permitted to have 1 IERF file number under their name. Our records indicated that the complainant has 2 different files: File numbers S23-01161 and P06-16551. The correct IERF file number is P06-16551. To lessen confusion and to follow our policy in place, the file number S23-01161 has been deleted. In addition, we have reviewed the complainant's emails and documents submitted on 02/27/23 and per the applicant's request, we will only evaluate the  studies from **** to ****. As a courtesy, the evaluation will be completed in 10 business days at no additional cost to the complainant. Please accept this as a gesture of goodwill on our part. Our office has already communicated with the complainant which is what the desired outcome was.

  Customer response

  03/01/2023

   
  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.
  
  Sincerely,
  
  ********************

• Initial Complaint

  12/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This business is mandated use through academic institutions to verify academic records of foreign students. Business claims they will assist students in obtaining verification of their academic records yet they provide the run around to students by claiming what they submit doesn't met their digital verification methods. Even when academic records are sent directly from an institution, which often times is from foreign institutions, this business does little analysis on the records and states that what is provided is not enough. Payment for their services is required upfront with no expectation that they will assist with the claims they make. I did much of the research for them and sent for them, only to still have our documentation denied.

  Business response

  01/12/2023

  Business Response /* (1000, 5, 2022/12/23) */ We are in receipt of the applicant's complaint and apologize for any confusion regarding our services. IERF was founded in 1969 as the first credentials evaluation agency in the United States. Our mandate is to provide an assessment of the studies that were completed abroad by an individual and to issue a determination of the US educational equivalent. In order to engage in such services, it is the responsibility of the applicant to provide the necessary official academic records. These should be the final, official records of study. Our website states our document requirements by country ******************************************************************************** The physical academic records should be mailed to our office. However, if electronic records are to be submitted, they must be emailed from an official source. In the instance of the **** Year 13 Examination Certificate, this credential is awarded by the Ministry of Education in ****. For this reason, an electronic record may only be accepted if it is transmitted to us from the Ministry of Education, as the awarding body. Unfortunately, it was emailed by the high school using a generic public domain *************************** (the email was sent from **********************). In the instance of the transcripts from **** ******** University, the email address could not be independently verified on the institution of study's website. This requirement is stated under item #3 on our website at *************************. Additionally, the email did not pass SPF authentication, which is used to guard against such issues as phishing and spoofing. Unfortunately, it yielded a "temperror" notice. Our email communications on October 26th and December 13th explain why the scans we received were not accepted and clarified how the applicant could move forward (e.g., send in the official physical records, or have the electronic versions transmitted from an official, verifiable source). We sincerely apologize again for the frustrations experienced and hope the above provides further clarity regarding the documents required for evaluation. The recognition of IERF's evaluation reports over the decades is based on the standards we have in place.

• Initial Complaint

  09/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid this business $205.00 to review my international college transcripts and submit them to the college I indicated so that I could accept a spot in graduate school. After months and months, they NEVER submitted their review to the college, they inaccurately assessed my transcripts (if you look online you will notice lots of other people with the same complaint), and they refused to communicate with me to work it out. As a result of working with this company I lost my spot in graduate school. This has cost me my time and the continued advancement in my career. (NOTE - my graduate school was to start in June and I began the transcript process in January/February. They had MORE than enough time to do their job. )This company is preying upon international students and causing great harm. They are literally messing with people's lives and stealing their money.

  Business response

  09/08/2022

  This letter is in response to the BBB Case #: *******. The facts according to our records are as follows:
  
  On March 9, 2022 our Foundation received an application from the complainant for a foreign credentials evaluation. On March 11, 2022 our ****************** reached out to the complainant and requested additional documents that we needed to process he evaluation report. On March 15, 2022 our Foundation received the additional documents and activated the file. On April 11, 2022 the official evaluation report was mailed to ********************** ******** Campus, and a copy of the evaluation report was also sent to *********************
  On April 28, 2022 a second copy of the evaluation report was emailed to ********************** ******** Campus, as the applicant stated that the report was never received by the college.
  Thereafter, on May 2, 2022: ******************** submitted a letter challenging the outcome of the evaluation report. On May 19, 2022: A letter was emailed to ******************** with a detailed explanation pertaining to the challenge/question that she had regarding the evaluation report.
  
  Based on the above information, it is unfortunate that the complainant is dissatisfied with our services. We would like to further clarify the issues that the complainant has raised.
  
  1.******************** alleges that our office never submitted the review (evaluation report) to the college as she requested. As stated, above, it was first mailed out on April 11th and then a report was also emailed on April 28 to the College as she requested.
  2.******************** also alleges that we inaccurately assessed her transcript. This Foundation's evaluation reports are based on extensive research spanning over 50 years. Furthermore, all evaluation reports are reviewed by a senior evaluator before reports are finalized.
  3.As ********************** challenged the accuracy of the evaluation report, this Foundation addressed her concerns and sent her an explanation of its decision on May 19th in which we explained our position and policies.
  4.At no stage did our Organization refuse to communicate with her, as she has alleged.
  
  From the above, it can be seen that the services requested, were rendered and as such no refund is possible. Our Foundation's no refund policy is clearly stated in the terms and conditions of service to which ********************** agreed.
  
  

  Customer response

  09/13/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  1. The college in question never received the transcript. They have no tracking information and are unable to provide any proof that hey sent it.
  2. Another transcript service with excellent reputation completed a transcript review in under a week, charging less fees, with tracking information proving the delivery to the college and with a correct assessment.
  3. IERF consistently did not respond within acceptable timeframes causing significant problems. On May 2nd, IERF committed to responding within 2 weeks and did not meet that commitment.
  4. 50 years of experience in a given field does not prove that they are currently doing a good job. (If you look at on-line reviews you will find SIGNIFICANT recent problems with their company. The current reviewers echo the problems I have experienced. One reviewer wrote: "Do not waste your time and money with these scammers. I think it is just one lady working from her kitchen in ***************** pretending to be so many different people. They take advantage of imigrants." Another reviewer wrote: " Not only it was not done on time, it was done again without considering all the details. In the result, I have received the copy of the old evaluation. All negotiations and correspondence brought to no result. Finally, the company agreed to edit my speciality for PHD and asked me to pay even more to spesify my speciality for BA...To make a long story short, I am sorry I got involved with this company which does not have all nesessary knowledge of educational systems outside *******. Please do not trust them and contact other companies what I did."
  This company is scamming people. I am only their most recent victim. They are not a legitimate business and are taking people's money, not providing the service that they were paid for and are lying about it. I have no desire to waste my time fighting about this - I want the BBB to place a warning on this company to protect other consumers.

  Customer response

  09/14/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  This was a time sensitive matter. There was a hard deadline and that deadline has passed. The company did not fulfill their obligations in a timely manner nor execute the agreed upon services. I no longer wish to argue about this matter. It is not resolved and the company has not taken responsibility for their lack of service. Other consumers should beware of this company.

  Business response

  09/14/2022

  We are sorry that the complainant remains dissatisfied with the explanation that has been given regarding the processing of her evaluation, but we want her to know that our Institutional ******************** contacted ******************************* at ********************** ******** Campus via email *************************** on April 28, 2022, with a copy of the IERF evaluation report for *********************************. If ******************************* at ********************** ******** Campus has concerns, our Institutional ******************** are happy to answer any questions or concerns about the outcome of the report. ******************************* at ********************** ******** Campus can contact our Institutional ******************** at ****************************************
  

*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. ↩