Complaints

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

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  Parchment

  6263 N Scottsdale Rd Ste 330 Scottsdale, AZ 85250-5417

• 

  Parchment

  6263 N Scottsdale Rd Ste 170 Scottsdale, AZ 85250-5427

• 

  Parchment

  436 W Frontage Rd Ste 200 Northfield, IL 60093-3083

• 

  Parchment

  1990 S. Bundy Dr. #645 Los Angeles, CA 90025

• 

  Parchment

  1 Northfield Plaza, Suite 501 Northfield, IL 60093-1216

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:07/27/2023

  Type:Delivery 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 went online to order two hardcopies of my doctoral transcript, needed for international documentation purposes. In both cases, the system was set to default to the electronic version, which is useless for the kind of validation I needed. The first transcript I ordered, I was able to correct the order in the system so that a paper transcript order was placed; when I went back to correct the second transcript (as it was not possible to simply order two transcripts), it was not possible. There was, furthermore, no mechanism for canceling the order. No mechanism for reaching anyone at customer service. No way to reach anyone via chat or email. It was impossible to cancel or alter the order. And the document that Parchment charged me $20 for was absolutely useless. I am seeking a refund so that I may place a new order for a PAPER version, as the system should have allowed me to enter the system and revise before the order was finalized. This was infuriating and felt like a complete trap.

  Business Response

  Date: 07/28/2023

  Thanks for contacting Parchment. We are sorry to hear that you were confused during the ordering process. I see multiple orders that were placed by you. Please confirm what order you are requesting assistance with. 

  TWMI3EDJ - This was a transcript requested from ********************* that was requested to be mailed to what appears to be your address. 

  TWMI3E8J - This was a transcript requested from ********************* that was requested to be sent electronically to your email address. This transcript is an official transcript and was acknowledged as received by you. 

  TWMIIGSO - This was a transcript requested from ********************** that was requested to be mailed to what appears to be your address. 

  TWMIKE1K - This was a transcript requested from ********************* that was requested to be sent electronically to ******************. Your recipient can follow the instructions within the email that was sent to retrieve your electronic transcript. 

  I see that ********************** website references how to contact Parchment Support. Information can be found here: *****************************************************************

  - The Parchment Team

  Customer Answer

  Date: 07/28/2023

  The complaint was filed in regards to order # TWMI3E8J.  The order was intended to be for a *paper* transcript but, because of the problematic, even deceptive, way the system is set up, an electronic version was sent instead.  I opened the email in order to see if there were any instructions in THAT message for cancelation of the order and there were NOT.

  Because of ongoing business with the ****************** since I placed this order, FOR WHICH I WANT A REFUND, I have had to place other orders, and I continue to be disturbed by how deceptively the website is set up to default to an electronic version of a document that in so many cases MUST be submitted in print form.  I realize this is "old fashioned," but transcripts are, by their nature, old-fashioned, as is much of the German bureaucracy.  

  It is profoundly problematic that this is NO WAY TO CANCEL an order, not even seconds are submission.  No phone number to call, no online interface with whom I could chat, only an email feature that indicated a typical response within 48 hours.  It was a deceptive mechanism for sales and a worse one for customer service.

  Business Response

  Date: 07/31/2023

  Thank you for confirming which order you were requesting assistance with. We are sorry to hear you were confused during the ordering process. A courtesy one time refund has been issued for DID TWMI3E8J. Please allow 3-5 business days for the refund to appear. 

  
  Contact information for Parchment's Support team can be found on our website, ****************************************************, this is the same link referenced previously on your institutions website. 

  -The Parchment Team 

• Initial Complaint

  Date:07/26/2023

  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.

  In May, I ordered transcripts to go to my job. I received an email today that my job is going o fire me if I do not send the transcripts. They explained that they never received my transcripts in May. I spent more money to order my transcripts today in fear of losing my job., I contacted Parchment for a refund, and they said no. I want my money back for the order in May $12.50 for one school and $15 for the other school.

  Business Response

  Date: 07/26/2023

  Thanks for contacting Parchment. We are sorry to hear that your recipient did not receive your document. 

  After reviewing your account I was able to confirm the following:

  You placed DID TWVC76EJ from the ************************************ on May 20, 2023. This was a request for a paper transcript to be mailed to ******************. Which was provided by you at the time your order was made. An email confirmation was sent to you on May 20, 2023 which provided a detailed summary of your request. There were no other requests made on this date. 

  You placed DID TWMYY63N from the ************************************ on July 26, 2023. This was a request for an electronic transcript to be sent to ************************* Holdings LLC. This transcript has been acknowledged by the recipient. An email was sent to you on July 26, 2023 which provided a detailed summary of your request. Another email was sent which provided confirmation that our credential had been previewed by the recipient. 

  You placed DID TWMYYX5S from ******* University (All Campuses) on July 26, 2023. This was a request for an electronic transcript to be sent to ************************* Holdings LLC. This transcript has been acknowledged by the recipient. An email was sent to you on July 26, 2023 which provided a detailed summary of your request. Another email was sent which provided confirmation that our credential had been previewed by the recipient. 

  The three orders that you placed were processed and fulfilled as you ordered them. No refund will be provided. 

   

   

  Customer Answer

  Date: 07/27/2023

  ****************** was not the information entered. I entered ************************* Holdings LLC *********************************************************************************************************. And your system changed the recipient to ******************. I was not aware that this was not the correct address until the recipient confirmed they never received the transcripts from my transaction in ***. I am not asking for my money back for July. I only made the transactions in July because my transaction in *** was not received. Also, there were two transactions in ***. Your system automatically populates addresses even when you ask to free type information, this is where my transaction went wrong in ***. 

  Business Response

  Date: 07/27/2023

  Parchment does not and cannot alter the recipient once an order is made. Your request, DID TWVC76EJ , was sent to the recipient indicated at the time you made your request. As a one time courtesy, a refund has been issued for DID TWVC76EJ . Please allow 5-7 business days for the refund to appear on your original payment method. 

  Customer Answer

  Date: 07/28/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******************************************
  
   
  

• Initial Complaint

  Date:07/22/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid for parchments services to transfer my academic transcripts to a new institution (************************) that I plan on attending in the fall. They did not provide the service I paid for as advertised, my transcript improperly transferred to Arizona State, only one class out of roughly 48 credits were transferred. I was not able to resolve my problem with this company despite multiple phone calls over several days. I want them to finish the job I paid for as well as provide me with a refund due to the inconvenience this is causing me because of their error (my order was submitted back on 29 Jun), I may not be able to attend the fall semester if my credits are not transferred in a timely manner, thus severely impacting my academic program timeline. Why is this a very big problem? This company has a monopoly on this specific niche (transferring academic records) there are no alternatives to them which forces students to reluctantly use their services. To the best of my knowledge, all colleges solely rely on this third-party vendor, and, from what I've experienced with my current institution, has no policies in place to handle transfers any other way making it clear there are almost other alternatives other than forcing a colleges hand into reluctantly doing a manual transfer which is equally stressful. As a recap, I am requesting a refund and for the company to follow through and satisfactorily complete the service I originally paid for. As I originally stated, to my knowledge, there is no practical alternative to using their services, which puts the student at the mercy of this company. The order number that this complaint is base on is: TWNM46PL

  Business Response

  Date: 07/25/2023

  Thank you for contacting Parchment. We are sorry to hear that your document was missing coursework. Please note that Parchment serves as a delivery service, it is up to the sending institution to process and fulfill the request. We are in contact with Maricopa ************************ to reissue your transcript.

  A courtesy refund has been issued for DID TWNM46PL please allow 3-5 business days for the refund to appear on your original payment method. 

  The Parchment Team 

  Customer Answer

  Date: 07/25/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. However, if the complaint is not adequately resolved, I would like to know what further options I have to pursue accountability measures against this company. 
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  Date:07/14/2023

  Type:Sales and Advertising 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 placed an online order on July 10, 2023. The order was meant to be a hard copy delivered to my physical address but somehow ended up as an emailed document. After purchasing and seeing they would email me transcripts, I prompty contacted customer service. There was no option anywhere to cancel or pause. The next day I recieved an email saying my documents were ready. Of course, I opened it - still not having any news from customer service. You think in this email there would be note that once you click through no changes can be made. ***************** finally responed two days later, July 13th saying there was nothing they could do.Of course follow up emails were responded too much more quickly while telling me I had to place another order and pay again. The whole website also seems like a scam to me - and I was shocked to see how many complaints they had online. They were also not shy to walk me through specifically how to place another order. In the process it said I had to select "sending to another indvidual" to get it mailed to me? Why would I ever select that in the first place?Afterwards talking with customer service, they were short and unhelpful with zero apology or empahty but just kept asking me to make a new order. Now seeing that I am not the only one with issues with this company, I request for them to make it right.

  Business Response

  Date: 07/14/2023

  Thanks for contacting Parchment. We are sorry to hear that you were confused during the ordering process which resulted in an order being submitted correctly. Per Parchment's Transcript Payment Policy, "Only requests that cannot be fulfilled are eligible for a Refund. See Canceled requests. For completed requests that have not arrived satisfactorily at their destination, please refer to the Resend policy." It is the requestors responsibility to ensure the request is submitted correctly at the time the order is made. I have linked Parchments Policy here for your reference, ************************************************************************************************************************************************************************************************************************************************.

  I see that you submitted a web case, in which a reply was sent informing you that your case submission was received and we would reply, typically in 48 business hours. As a one time courtesy I have refunded, DID TW18070C. Should you still require a printed transcript, a new order for a printed copy must be made. 

  The Parchment Team
  

   

   

   

  Customer Answer

  Date: 07/18/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  Date:07/11/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a copy of my diploma on 06/04/2023. I have never received my diploma. This company refuses to fix the issue or give me a refund. It is now 07/11/2023. Their response was to give them my dob, email and school name, which I did. I've heard nothing. Sent another email on 07/07/2023, I've heard nothing. Parchment is refusing to either give refund or send me my diploma. Parchment took my money and gave me nothing.

  Business Response

  Date: 07/11/2023

  Thanks for contacting Parchment. We are sorry to hear that your request, DID TWBHJEOL, has yet to be processed. I do see that a member of our team reached out to your institution, ********************************************* regarding an updated timeframe as to when your request would be processed however we have yet to hear back. Please note that while Parchment collected this request, Parchment serves as a storefront, it is up to your institution to process and fulfill the request. As soon as we receive confirmation from your institution regarding the processing of this request we will follow up with you. 

  -The Parchment Team

  Customer Answer

  Date: 07/12/2023

  I've heard this for over 30 days. I want a refund.

  Business Response

  Date: 07/13/2023

   Thanks for contacting Parchment. This request has been processed by *********************************************. Per your sending school, "************** replacement diploma was mailed out yesterday via ************** Estimated delivery by Monday, 7/17/23 at the latest based off Priority mails 1-3 business day delivery window."

  Should you have any further questions please contact your institution directly. Parchment serves as an ordering platform, your institution fulfills and mails the request per their processing times. 

  Parchment 

  Customer Answer

  Date: 07/14/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *******************
  
   
  

• Initial Complaint

  Date:07/10/2023

  Type:Delivery 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 ordered a two transcripts. One from ************************ and one from ***************************. I started the order on the beginning of June 2023. I had received my ************************ transcript but not my ********** Coast. By June 20th, I had emailed parchment. They said they would mail another copy to me after verifying information. By July 10th, I had not received anything. I called ********** Coast and they told me they never received another order from parchment and gave me their customer number.I called the representative line and spoke to a lady. She said she could help me as I wanted to pick up the transcript physically at the University without paying more. She had me on the line and hold for 20 minutes and 28 seconds. At this point, she said she had a resolution for me and it was------ and it cut off to a survey line. I believe the lady just ended the call. I placed a negative review and call back from a supervisor.I called back and spoke to another representative. Within 7 minutes she told me they had ordered the transcript yesterday on 7/9/2023. This is ridiculous as I was told it was reordered over email on 6/20/23. She told me there is nothing else she can do. I asked to talk to a supervisor. She told me the supervisor might be busy and she would check.She left me on hold for 55 minutes and on. I only stayed on the line to see how much longer she would leave me on hold without checking on me (the customer). I'll have you know she never did.This business has the worst customer service. If they don't know what to do, they leave you on hold or hang up on you. By the way, the supervisor never called me back even after I had requested it on first call after the survey. Attached is a screenshot of the call log. I also have receipts of the emails if it is also needed.

  Business Response

  Date: 07/11/2023

  Thank you for contacting Parchment. We are sorry to hear that your transcript has yet to arrive. I see that a courtesy copy was submitted June 30th, when you initially reached out. This reprint was mailed **** 1st Class Mail, which is standard mail and does not include tracking or confirmation of delivery. When a reprint is issued, Parchment does not send another request to your sending institution. Parchment handles processing the request off the original DID. I apologize for the previous interactions you had with Parchments Support team. These interactions will be reviewed and coaching will be provided to the agents you spoke with. In regards to your recipient not receiving DID TWBMXAYP, a reprint was submitted on June 30th, it would have been printed and mailed the following business days which July 3rd. **** 1st Class Mail can take up to 15 business days to arrive. I do see that another reprint was submitted yesterday, this was printed and mailed today (next business day). If your recipient does not receive either one of these reprints, I suggest placing a new order for your transcript to be sent via ***** or electronic if your recipient is willing to accept an electronic copy of your transcript. 

  -The Parchment Team 

• Initial Complaint

  Date:07/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I requested two unique documents from Parchment - An enrollment verification and a transcript. They filed paperwork with the school, and then sent me download links for the same document twice. No where in th enrollment document does it confirm i was enrolled in that school for requested dates. I contacted their support department and they told me that i would have to contact the school. I did not hire the school to obtain my documents, I hired Parchment. They need to refund the charges as they have not delivered the requested documents listed on their website.

  Business Response

  Date: 07/07/2023

  Thanks for contacting Parchment. I see that a transcript and enrollment verification was requested, please note that Parchment serves as an ordering platform and delivery service. It is your sending schools responsibility to fulfill the request. We would be happy to reach out to your sending school, ************************ on your behalf and assist with uploading the correct document. As soon as we have received confirmation from ************************ that your order has been reprocessed we will send you a follow up through your case. 

  Customer Answer

  Date: 07/07/2023

  My business, transaction, and payment was not completed with the school. It was created with Parchment. 
  

  I need and expect parchment to full fill the purchase and passing the blame on to the consumer is not good

  Business Response

  Date: 07/10/2023

  Thanks for contacting Parchment. As stated previously, and in our email communication, Parchment serves as a delivery service and it is up to your sending school to process and fulfill the request. I see that your sending school has responded and a member of our support team was in contact with you. 

• Initial Complaint

  Date:07/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made 4 separate transactions with parchment to send my college transcripts to a college Im transferring to. They purposely misled me to thinking that the transcripts were getting sent to the college and they sent them to me instead. Even though on the receipt it says *************** I am out of so much money from this and I am so upset because I am a single mother just trying to obtain my teaching degree and I feel like they stole from me. Document ID-TW1RK2MK TW1RLJNM TW1O L3UL TW10ZGXL I spent $40.00 on transcripts that never made it to their intended recipient and they refused to correct the mistake. Also it helps to mention that the institution that I am transferring to say that this always happens and they have conversations about it several times a week having students spend excess money on transcripts. If this happens often why isnt parchment changing the design of the website to make it more user friendly. I really feel like they are stealing from everyone that places orders I would like a full refund of the orders that never made it to the intended recipient.

  Business Response

  Date: 07/06/2023

  Thanks for contacting Parchment. We are sorry to hear you were confused during the ordering process. I see that you placed multiple orders. Within the order form, the recipient page asks if you would like to search the directory for other colleges and institutions or if you would like to send to yourself or another individual. You selected another individual where you indicated ************** but entered your own email address as the recipient. 

  Here is a summary of your orders from July 2023:

  I see an incomplete order, this was an attempted order from ************************* where you also indicated ************** but entered your email as the recipient. This order is incomplete, please allow 5-7 business days for the charge to fall off your original payment method. 

  TW1OL3UL - Ordered from Maricopa, you indicated ************** but included your email address. This was downloaded by you on 7/5/23

  TW10ZGXL - Ordered from *************************, you indicated ************** but included your email address. This was downloaded by you on 7/5/23

  TW1PI11G - Ordered from Maricopa, this was placed correctly by searching the directory and was sent to ************** through the Parchment Receive Network. ****** College can locate your transcript by logging into Parchment Receive and entering your DID, TW1PI11G

  TW1POGCK - Ordered from *************************, this was placed correctly by searching the directory and was sent to ************** through the Parchment Receive Network. ****** College can locate your transcript by logging into Parchment Receive and entering your DID, TW1POGCK

  Again, we are sorry to hear you were confused at the time you made your orders. As a courtesy, TW1OL3UL & TW10ZGXL  have been refunded. Please allow 5-7  business days for the refund to appear on your original payment method. Should you need a transcript sent to yourself, a new order and payment is required. 

   

• Initial Complaint

  Date:06/30/2023

  Type:Sales and Advertising 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.

  As a graduate from *********************** I had faith that I would be able to have access to my transcripts for classes taken to aquire my degree. *********************** had shut their doors and given the company Parchment the responsibility of furnishing these documents. I am unable to aquire my transcripts I need for employment.

  Business Response

  Date: 07/03/2023

  Thanks for contacting Parchment. A member of our support team reached out to you through a support case. Please respond at your earliest convenience so that we can assist you. 

  Parchment 

  Customer Answer

  Date: 07/03/2023

  I have a total of 16 emails saved attempting to resolve this. 

  I would be satisfied if I could receive that which I purchased twice for, *********************** ALL CLASSES ****- PRESENT

  I have made it abundantly clear to ******** numerous times in these saved emails my request regarding missing transcripts already paid for. 

  My purchase for the transcripts of the classes obtained for the degree in which you did send me, I do wish to have these. This degree, AS- SOFTWARE APPLICATIONS PROGRAMMING from *********************** in ********* ** campus I did purchase and receive. Why would you withhold the transcripts from me for this program that I graduated?

  I do apologize if it is unclear what it is I am requesting, my skills in writing and communication are limited to English. 

  I am requesting my transcripts for classes taken in *********, ** at ******** 

  You have my classes taken in *********, ** at ******** on record because you have sent my degree earned from the classes taken. 

  If you wish to send me my transcripts that I paid for that would be great and the case could then be closed. Because I am unable to receive these,  I must ask for legal assistance. 

  Business Response

  Date: 07/06/2023

  Thank you for your patience. After further review, we were able to confirm that you had two records with ***********************, these records have been combined into one. Your request has been resent. Please respond to our recent email reply if you have any further questions. 

  The Parchment Team. 

  Customer Answer

  Date: 07/12/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  Date:06/27/2023

  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.

  Ordered transcripts from 3 schools on 6/26/2023 via 3rd party to send from Schools A, B, and C to School D for admissions requirements. Digitally signed all 3 consent forms. School A accepted the request with no issue. School B requested I send a consent form with wet signature - I did and school B proceeded with the request. The transcript request for School C was processing and I received the following email the next morning, 6/27/2023:This email is to let you know that your order *- has been canceled because it was not placed through the correct process required by School ** ****Your order has been cancelled because the release is not signed. If you are ordering your own documents please go back in under ordering my own credentials. If you are a Third Party requesting a students records please replace with a signed release**** I did not have a chance to submit a signed consent form like I did with School B. I called Parchment on the phone the morning of 6/27/2023 to ask what my options were and it was concluded that I could receive a credit to my account or a full refund. I opted for a credit, which the phone tech assured I would receive immediately. I requested the transcript again and the credit wasnt showing. I called Parchment again approximately 3.5 hrs after the first call and they again assured me that I would receive a credit and it should show on my account immediately. The credit was not showing so I called Parchment again approximately 3 hrs later and was told this time that Parchment does not offer credits/refunds for 3rd party requests. I relayed my situation and the representative stated that there is nothing they can do. The company would not let me fix my initial signature error with School C and then gave contradictory information regarding refunds. I would have been satisfied had they given me the proper refund information initially, but they instead gave incorrect information and failed to keep their word.

  Business Response

  Date: 07/03/2023

  Thanks for contacting Parchment. We are sorry to hear about your recent experience. We reached out via a support case, can you please respond at your earliest convenience so that we can assist you? 

  Parchment