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

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

• 

  Parchment

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

• 

  Parchment

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

• 

  Parchment

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

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:02/24/2024

  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.

  Horrible service. I requested a transcript to be sent to a fellowship program I was applying for. I checked my order status and it said it was delivered. I find out the day before the application closes (the fellowship does not allow you to email for updates, due to volume of emails) that they never received the emailed transcript. They even double check and check the junk email box. We verified the email address was correct. I put in a request with parchment to resend. They have NO phone number to contact for customer service. Because it was over 30 days they want me to pay to resend it. I dont trust them to pay again! I verified on their order status it was sent and had no other way to verify until the fellowship contacted me. I just want the service I paid for and my transcript sent!

  Business Response

  Date: 02/26/2024

  Thanks for contacting Parchment. We are sorry to hear your recipient was unable to download your document within the allotted time frame. I do see that reminder emails were sent to your recipient reminding of the expiration for the download. Per Parchments Payment Policy, which I have linked here: ********************************************************************************** "Only requests that cannot be fulfilled are eligible for a refund." It is up to the requestor to ensure their recipient has downloaded and retrieved their documents within the allotted time frame.

  A one time courtesy credit was applied to your Parchment Learner Account that can be used on a new order from the same sending institution. If your recipient had trouble locating the request previously sent, we suggest sending your new order to a different email address. 

  Should you require any further assistance please contact our team and we would be happy to help. 

  - The Parchment Team 

• Initial Complaint

  Date:02/06/2024

  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.

  Document ID TE9IZ1MJ I have now requested two replacement diplomas since graduation in December 2023. Every single one is creased. They mail them in such flimsy paper. When I call to request a new print I offer to pay to upgrade shipping to a method that will protect my hard-earned diploma. They tell me that my school chooses the shipping method. It's amazing how in **** I cannot request how my diploma is shipped and I am bound to this super cheap shipping of an important document. Today, I received my THIRD diploma and guess what? It has a CREASE! I want to scream. This company offers nothing but pre-written lines when you call. No help. No resolution. No compassion. I would like ANOTHER REPRINT of my diploma and I hope this time it arrives to me in "pristine condition." as they promise in the letter that accompanies my diploma. I am extremely unhappy that such a simple resolution cannot be offered to afford me a pristine document as they promise. Maybe they don't know what pristine means. Either way, I would like a reprint sent *** that I am willing to pay myself. That's all I ask. Otherwise, I will continue to request documents until they're pristine. This is crazy!

  Business Response

  Date: 02/13/2024

  Thanks for contacting Parchment. We are sorry to hear that your diploma has arrived damaged multiple times. As mentioned previously, your institution does determine the mailing method for your diploma. A reprint was submitted for your diploma, as soon as tracking becomes available we will follow up via your Support Case. 

  - The Parchment Team 

• Initial Complaint

  Date:02/06/2024

  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 completed my collegiate coursework 12/17. I was ensured the receival of my paper diploma no later than 01/31. According to the Parchments site, my diploma has been bouncing around for weeks. I have reached out several times and have not been offered a feasible solution. They have no number listed on their site, and a representative stated it would take 15 days to print + delivery time. They have a ***** option they have not offered due to their unprofessionalism and greed. I need my documents soon.

  Business Response

  Date: 02/13/2024

  Thanks for contacting Parchment. We are sorry to hear that your diploma has yet to arrive. Your diploma was mailed as it was ordered, which is standard **** 1st Class Mail and does not include tracking or confirmation of delivery. A courtesy reprint was issued February 1st, ****. As mentioned when your reprint was requested, printing can take up to 15 business days in addition to mailing. Your reprint was printed on February 6th and would have been picked up by **** on February 7th. If your document does not arrive by Friday February 16th, reach out to our Support team and we would be **************** other mailing options. 

  -The Parchment Team 

• Initial Complaint

  Date:01/27/2024

  Type:Billing 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 emailed customer support about my *************************** transcript not being reviewed by *********************. I asked them to resend or credit my account so I can request it again and have not heard back with their decision.

  Business Response

  Date: 01/29/2024

  Thanks for contacting Parchment. We are sorry to hear your recipient is unable to locate your document. Please note your request was sent electronically to your recipient, it can take the recipient 4-6 weeks to acknowledge receiving your document. If you wish to send your document via mail, a new order and payment is required. A courtesy credit has been applied to your Parchment Learner account and can be used on a new order should you wish to place one. 

  -The Parchment Team

  Customer Answer

  Date: 01/30/2024

  I just paid the company and requested a new transcript. Waste of time 

  Business Response

  Date: 01/31/2024

  Sorry to hear that, you should have any further questions please feel free to contact our Support team. 

• Initial Complaint

  Date:01/18/2024

  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 placed an order for a transcript on 1/10/2024. I mistakenly left out one word of my email address: "students". No big deal right? Apparently it is. I emailed the parchment support team and explained the situation, yet they offered no resolution, refund, or credit. MIND you, the email is registered with my PARCHMENT, so it's not a security issue. They are just being money greedy by forcing me to purchase another transcript, which if I might add, is 10 dollars.

  Business Response

  Date: 01/23/2024

  Thanks for contacting Parchment. We are sorry to hear that the incorrect recipient was provided at the time your order was placed. Per Parchment's Payment Policy, which I have linked here, **********************************************************************************, Parchment is unable to edit or alter the delivery address after an order is made. It is up to the requestor to ensure the correct email is entered at the time the order is made. Should the recipient change, a new order and payment is required. 

  I understand that ************************* may have updated their email domains, in most instances when this happens they also set up redirects to the new email domain. I would check with your institution to see if this is the case. I have issued a one time courtesy credit to your Parchment Learner Account which can be used on a new order from ************************* to the correct recipient. 

  -The Parchment Team 

• Initial Complaint

  Date:01/12/2024

  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 requested a transcript from ***************************** to my school at ***************************. I noticed it was marked from cc'd to cc'd? Which I told parchment there isn't going to be a transcript due to the wrong school, it was requesting same school to same school! (CCD to CCD) I explained in the email few mins later after the request to be changed (5mins afterwards) to please correct the transcript to be requested from ***************************** in ******** ** to ***************************. Parchment was refusing even if it was caught before the process was even done mins after noticing the error!! All I wanted was for it to be done corrected.

  Business Response

  Date: 01/16/2024

  Thanks for contacting Parchment. After further review, I can see that you requested your document to be sent from *************************** to be sent electronically to what appears to be your personal email ******************************* Per Parchment's Transcript Request Payment Policy, which I have linked here: **********************************************************************************, "Only requests that cannot be fulfilled are eligible for a Refund. See Canceled requests.

  Your request was successfully fulfilled as requested. Should you require a new document to be sent to a different recipient, a new order and payment is required. A complimentary credit has been issued to your Parchment Learner Account which can be used on a new order from *************************** to the correct recipient. It is up to the requestor to ensure the correct recipient is provided at the time the request is made. 

  -The Parchment Team 

• Initial Complaint

  Date:01/10/2024

  Type:Sales and Advertising 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 my high school transcripts most of my transcripts came back with accurate information they were mine. But when I went to order my transcript from ********************** I got notification on my phone saying it had come so I went and accepted it when I got on my computer I went to print and noticed they had sent me some other person's transcript. I immediately contacted them with my concern. After over 60 help tickets through our months they told me that I needed to reach out to the school but I reached out to the school and they said parchment had to remove that transcript and then I had to place a new order. I finally got through by the help tickets I had opened on payment after 9 months and they told me to call the school and the school said that parchment has to remove it so that I can reorder it as it stands right now their system does not allow you to reorder a new enrollment verification if one is existing on file even though that one is the wrong one and not even me.

  Business Response

  Date: 01/11/2024

  Thanks for contacting Parchment. We are sorry to hear that you received someone else's document. I see that the 9 support tickets you have submitted over the course of the past three years have all been responded to. I see that two replies were sent on 1/10/24 asking for you to confirm your document ID so that we can better assist you. Please respond with the needed information and our team would be happy to assist. Please note, Parchment serves as an ordering platform, it is up to the sending institution to process and fulfill the request. 

  -The Parchment Team. q

  Customer Answer

  Date: 01/11/2024

  Dear Parchment, 

  I submitted all my information and so did the register at the school that I had contacted after I noticed they had sent the wrong person's transcript. They attempted to contact you on several occasions for months and months. Your technical team decided to ignore me. Then I reached out to the register from the high school that was currently assigned to these things. 

  Eventually she figured out that although they had sent my right file after the fact of sending that wrong file parchment never took action to update the information and so from my end when I logged into my parchment about I continued to see the wrong person's who clearly didn't even have the same name as me. I continued to see that person's transcript there. 

  I again took Action on several times many times only to receive a response from a person telling me to reorder my transcript, which was impossible to do as every single time that I would go into your system and go to enrollment verification and type in the school's name into the search parchment with Auto find the transcript that you guys had in the queue which was the wrong one and not me not even the same name. 

  The parchment system will then proceed to tell me to check out my order of that transcript the one that was not me the one that was on file the one that even the *********** register tried and tried to explain to you guys that there had been a clerical error. 

  Eventually I would go back to open another ticket explaining the technical difficulties as to why I could not proceed with your previously suggestion solutions steps only to receive absolutely no answer and no help. 

  I went to try to delete the account only to find there was no option. At this point I reached back out to the register and told her what had happened. She then reached out to parchment and they deleted the account so that I could make a new one and send for the transcripts for everything all over. 

  Business Response

  Date: 01/16/2024

  We are sorry to hear you were unable to resolve this issue with Parchment Support. As mentioned previously, I can confirm that the 9 support tickets you have submitted over the course of the past three years were all been responded to. Most recently, replies were sent to your email from Member Support, we however did not hear back from you. Again, Parchment serves as an ordering platform, it is up to the sending institution to process and fulfill the request. 

  Customer Answer

  Date: 01/19/2024

  Parchment, 

  If by reply you mean you're automated message then yes I received automated messages to which I could not reply to until someone sent me a message to which I did reply to and never heard back from. I have all of my emails including all screenshots of all of my emails which I would put on here however I've been informed through this platform that these messages appear public once they are entered and I do not want to leak my private information. I am concerned about you violating the privacy act and sending me another person's transcript with all of their information including phone numbers and it was more than nine tickets as I have every case number written down. 

  I and more appalled that you have chosen to lie. You guys are a false advertisement of a business. In fact I would not consider you a business. 

  In fact I replied through my desktop with a screenshot of the transcript where I wrote on it "this is not me" your decision to ignore me on a privacy act violation doesn't only show your unprofessional ability but it also shows that you were acting in a way that was racially motivated against me and I will be taking legal action after this because I'm getting absolutely nowhere with you guys and I was also never refunded for any of the times that you guys screwed up. The fact that I have messages where I am replying to the tech named ***** and you guys are trying to say that I never replied after I replied several times and just was ignored over and over and over is ridiculous you chose to ignore this you guys chose to ignore this situation and I wonder how many other people there is out there. 

  But I will be contacting Univision if I am bilingual and speak several languages, and I will also be contacting ********** news just letting you know it's going to happen. You guys have violated a federal law of privacy. Who knows where you sent my actual transcript and who got that because I'm still waiting for my transcripts. 

• Initial Complaint

  Date:01/10/2024

  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.

  Parchment system sent my transcripts to the wrong school and is making me pay for 3 orders to get my transcripts this is obviously a system error and iwant my money pack. On 1/5/23 i placed the first order at 9:30 am while at school during advising as school wouldnt accept first transcript ordered 12/14 " ************ credits" so i requested addtitonal transcript. $13. I noticed after **************************************************************************************************** another card, did not make any changes. I check email and notice they sent my transcript to CCTC. Now why is it showing first order to send to CCCC and after a system error on your site it shows another institution. Either refund me my money or send to correct chool. agent *** said she cant do so because theres a 20 minute gap. Thats fraud and now I've spent $40 on a single transcript.

  Business Response

  Date: 01/11/2024

  Thanks for contacting Parchment. Sorry to hear you experienced issues during the ordering process. Based on the information provided, I am able to confirm the following: 

  1/5/24 an order was attempted from ********************************* to **********************************. This order unfortunately failed, the pending charge will fall off within 3-5 business days depending on your bank. 

  1/5/24 DID TE9T2NGI was successfully made from ********************************* to **********************************. As stated in our previous interaction through your case, once and order is made Parchment is unable to edit/alter the delivery and recipient. It is the responsibility of the requestor to ensure the correct recipient is selected at the time the order is made. A courtesy refund was issued for this request on 1/8/24 please allow 3-5 business days for the refund to appear. 

  1/8/24 DID TE9I6ATH was successfully made from ********************************* to **********************************. This request was successfully sent, your recipient can use DID TE9I6ATH to locate through the Parchment Receive Network. 

  Should you require any further assistance, our team would be happy to assist you. 

  -The Parchment Team 

• Initial Complaint

  Date:01/04/2024

  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.

  On December 15, 2023, I ordered a transcript from Parchment that they failed to obtain and cancelled my order. I requested a refund which they refuse to do. There solution is to credit my account for a future product, which I do not need. I ask for the fee to be refunded to my card. I have sent multiple emails and this company refuses to refund my money. I paid for a product that they did not deliver and expect a full refund. This is poor customer service and distrustful.

  Business Response

  Date: 01/04/2024

  Thanks for contacting Parchment. We are sorry to hear your order was cancelled. After further review I see that your document ID TER06CNG was cancelled by Prometric with the following reason "No exams under SSN/Name. If you tested recently: - Military CLEP exams upload the following Friday -DSST exams require 3-5 days for the score to upload -If Civilian CLEP please refer to ************** $30.00 hold will be released upon cancellation. Please allow waiting period to pass before resubmitting order" When your request was cancelled by Prometic a credit was applied at the time your order was cancelled. 

  I have removed the credit from your Parchment Learner Account and issued a refund for this request. Please allow 3-5 business days for the refund to appear on your original payment method. 

  -The Parchment Team

• Initial Complaint

  Date:12/31/2023

  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 ordered my transcript on July 18, 2023, and received an email stating that they would "send the official document to its destination". I was going out of the country for the summer and expected the transcript to be in my inbox when I returned. I didn't need it for a while, and discovered there was a link with an expiration. I contacted customer service only to be told to pay again. I feel this is unjust and misleading! I didn't have time when ordering to read details. They should change their order confirmation to say there is a link, and a download and then you must open the document within 30 days.

  Business Response

  Date: 01/02/2024

  Thanks for contacting Parchment. We are sorry to hear you were unable to download your document within the allotted time frame. Per Parchments Payment Policy, "Upon request, transcripts that were delivered electronically can be resent to the same destination at no additional charge, within 30 days of the initial request being sent." Multiple reminder emails were sent to ******************************************* with instructions for downloading. 

  A one time courtesy credit has been issued to your Parchment Learner Account. This credit can be used on a new order from ********************** should you still require your transcript. 

  Please see below for Parchments Transcript Payment Policy: **********************************************************************************

  -The Parchment Team. 

  Customer Answer

  Date: 01/03/2024

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