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Grand Canyon University

Additional Locations

Phone: (800) 800-9776 View Additional Phone Numbers 3300 W. Camelback Rd, Phoenix, AZ 85017 View Additional Email Addresses http://www.ethicalaz.com/grandcanyonuniversity/ View Additional Web Addresses

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Description

This university offers higher education and learning.

BBB Accreditation

A BBB Accredited Business since

BBB has determined that Grand Canyon University meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that raised the rating for Grand Canyon University include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 179 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.


Customer Complaints Summary Read complaint details

179 complaints closed with BBB in last 3 years | 37 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 6
Billing/Collection Issues 98
Delivery Issues 2
Guarantee/Warranty Issues 2
Problems with Product/Service 71
Total Closed Complaints 179

Customer Reviews Summary Read customer reviews

10 Customer Reviews on Grand Canyon University
Customer Experience Total Customer Reviews
Positive Experience 1
Neutral Experience 0
Negative Experience 9
Total Customer Reviews 10

Additional Information

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BBB file opened: June 25, 1991 Business started: 01/01/1949 in DE Business started locally: 01/01/1949 Business under new ownership as of: 02/02/2004 Business incorporated: 08/31/2005 in DE
Licensing

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

Arizona Commission for Post Secondary Education
2020 N Central Ave, #650, Phoenix AZ 85004-4503
http://azppse.state.az.us/contact_form.asp
Phone Number: 602.258.2435
Fax Number: 602.258.2483

Arizona Department Of Education
1535 W. Jefferson Street, Phoenix AZ 85007
http://www.ade.state.az.us
Phone Number: 602.542.5393

Type of Entity

Corporation

Business Management
Mr. Brent D. Richardson, Chairman of the Board, Former CEO Dan Steimel, Assistant General Counsel Ms. Kathleen Hall, Paralegal Dr. Kathy Player, Provost Ms. Faith Weese, Chief University Relations
Contact Information
Customer Contact: Ms. Kathleen Hall, Paralegal
Principal: Mr. Brent D. Richardson, Chairman of the Board, Former CEO
Principal: Dan Steimel, Assistant General Counsel
Business Category

Schools - Academic - Colleges & Universities Schools - Academic - Special Education Schools - Business & Vocational Schools - General Interest Training Programs Archery Instruction Computers - Training Educational Consultants Management Training Nurses Schools Sales Training

Alternate Business Names
Grand Canyon Education, Inc.

Additional Locations

  • 3300 W. Camelback Rd

    Phoenix, AZ 85017 (800) 800-9776 (602) 639-7000 (877) 658-7705

  • THIS LOCATION IS NOT BBB ACCREDITED

    5901 Harper Rd. NE

    Albuquerque, NM 87109

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Types of Complaints Handled by BBB

BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

  • Advertising or Sales
  • Billing or Collection
  • Problems with Products or Services
  • Delivery
  • Guarantee or Warranty

We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.

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BBB Complaint Process

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Additional Phone Numbers

  • (602) 639-7000(Phone)
  • (877) 658-7705(Phone)
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Additional Email Addresses

  • - Customer Service
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Complaint Detail(s)

8/11/2014 Problems with Product/Service
8/9/2014 Problems with Product/Service
7/13/2014 Billing/Collection Issues
7/9/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: After being a student at GCU for 4 years I decided to withdraw from a class I was having difficulty with. I contact the instructor on the 7th day along with my financial advisor informing both that I would like to withdraw from the class. The following morning my financial advisor called to confirm my withdrawal. My financial advisor ***** ****** informed me that I would be charged for the entire class because I withdrew on the 8th day. I explained to ***** that I contacted GCU within the time frame and I should only be charged a portion. ***** said there was nothing she could do and my balance due was $1667. I should only be responsible for 25% of the balance since I contacted GCU within the time frame allotted. I also only posted in the class once. I have the original email sent to ***** informing her of my withdrawal on the 7th day. I do not have an issue paying for the time I spent in the class but to be charged for the entire class is unfair.

Desired Settlement: To be charged 25% of the cost of the class or invoice I received.

Business Response: Grand Canyon University (“GCU”) is in receipt of Ms. ****** ******’s complaint and we value the opportunity to respond.  The issue has been reviewed by ****** *******, Assistant Vice President, College of Business, and based on that review; GCU has determined that Ms. ******’s complaint was appropriately resolved. This determination is based on the following information:

Ms. ****** states in her above referenced complaint that she only posted into her course one time and withdrew during the 25% refund period.  However, per University records, Ms. ****** began her course on March 10, 2014 and posted (attended class) into her course that day.  As well, she also posted into her class on March 12, 2014; March 13, 2014; March 15, 2014 and Marcy 17, 2014.  March 17, 2014 was day eight of Ms. ******’s course and also the beginning of the 2nd week of her course.  In addition, per University records, Ms. ****** contacted her Student Service Advisor on the ninth day of her course and requested to be withdrawn.  During this conversation Ms. ****** acknowledged that she would be financially responsible for the entire course. Since Ms. ****** attended her class into the second week of the workshop, per University policy, she is responsible for the outstanding balance on her account as outlined in GCU’s attendance policy.  


GCU takes student complaints very seriously and does everything it can to resolve them in an amicable manner.  I hope the aforementioned information will bring this matter to a satisfactory conclusion.  

Sincerely,


****** *******
Grand Canyon University 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

The initial posting in the class is a required introduction to the other students participating in the course. I responded to the first discussion question once instead of the 5 posting I am required to make. The additional post were to the instructor informing him/her I will be withdrawing from the class. The final post made on day 7 of week one was to my financial advisor ***** informing her of the same information. Ms. **** responded on Monday which was day 8 and week 2. I requested to withdraw from the class within the appropriate tome frame. I do not deny stating I have financial obligation because I willingly participated, however if I knew I would have to pay for the entire class I would have completed the course just as I had done before and requested an LOA. GCU has access to my class participation for that week. Instead of counting posting dates time should be taken to read the posts. In doing so this will support the information I have given.
Regards,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/9/2014 Problems with Product/Service | Complaint Details Unavailable
7/7/2014 Billing/Collection Issues
7/1/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was enrolled at Grand Canyon university, while taking a class my son became sick. I immediately called my advisor and was told that was to bad, and I would fail the class and no longer be eligible for school. As a single dad they have now taken everything from me, and I cannot even go to another school. I believe these people are running a scam and have done enough research to see I am not the only person they have done this to.

Business Response: Grand Canyon University (“GCU”) is in receipt of Mr. ****** ******’s complaint and we value the opportunity to respond.  The issue has been reviewed by the Regional Director of Operations, *** ******** and, based on that review, GCU has determined that Mr. ******’s complaint was appropriately resolved.

Mr. ****** was withdrawn from his class due to failure to attend classes after the second week. Per the university policy handbook in Summer 2010, when Mr. ****** enrolled in his program, students are not eligible for a refund on tuition for the coursework completed. The Finance Counselor attempted to call and email Mr. ****** 12 times to offer a solution on how he could re-take the class with a W/F credit offered by the university.    

There should be no reason that Mr. ******’s current standing with Grand Canyon University would make him unable to attend elsewhere. Grand Canyon University does not have the ability to stop Mr. ****** from attending another university.


GCU takes student complaints very seriously and does everything it can to resolve them in an amicable manner.  I hope the aforementioned information/actions will bring this matter to a satisfactory conclusion.  

Sincerely,


*** ********
College of Education - Central Region
Grand Canyon University 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Regards,

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

 
This is absolutely rediculous, I was in constant contact with that school even with my son in the hospital!  All they kept saying was send us money and they can resolve it that way.  All I ever wanted to do was go to school and up to that point my grades reflected that.  I should not not should anyone be punished for having a sick child.  At that time I was so upset over the way they treated me I even sent a letter about this to the White House.  People should not be treated this way

Business Response: Grand Canyon University (“GCU”) is in receipt of Mr. ****** ******’s rebuttal complaint/comments and we value the opportunity to respond.  The issue has been reviewed by the Regional Director of Operations, *** ******** and, based on that review, GCU has determined that Mr. ******’s complaint was appropriately resolved.

Mr. ****** communicated to his Academic Advisor in a voicemail on March 26th, 2012, that his son was in hospital and wanted to know what his options were. Despite seven returned messages from Mr. ******’s Academic Advisor, GCU was unable to get in contact with Mr. ****** until April 3, 2012.  During this conversation they created a plan for Mr. ****** to catch up in his class.  Unfortunately Mr. ****** did not follow through on the plan and was automatically withdrawn from the class. This information and the financial ramifications were discussed with Mr. ****** on April 16, 2012. Despite 16 attempts to offer solutions for resolution prior to Mr. ******’s account being sent to collections, GCU was again able to reach Mr. ******.

Given the nature of the situation for withdrawing from the class, GCU is willing to honor the original resolution it would have offered Mr. ****** in 2012.  If Mr. ****** would like to return to GCU, his balance will be removed from his account and he can proceed with his program.  


GCU takes student complaints very seriously and does everything it can to resolve them in an amicable manner.  I hope the aforementioned information will bring this matter to a satisfactory conclusion.  

Sincerely,


*** ********
College of Education - Central Region
Grand Canyon University 

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

7/1/2014 Problems with Product/Service
7/1/2014 Advertising/Sales Issues
6/27/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: While looking in to receiving my Master's degree, I was told by Grand Canyon University that I was eligible, and would receive $8,000 deducted from my loan once I had taught four years at a low-socio economic school (this is called the "Teach Grant Loan"). After completion of my Master's, as well as the four years teaching in a low-socio economic school (teaching a high needs subject), GCU has refused to admit to agreeing to deduct $8,000 off of my total, stating that I was never qualified. On their website, it still states that any teacher who graduates with the "Master of Education in Curriculum and Instruction: Technology" degree is in fact eligible for the $8,000 Teach Grant. I have met all of my criteria, however, GCU has not. I have corresponded with GCU's regional director of operations for approximately a year now, and he is refusing to admit that I had ever even made contact with GCU about the grant in the past. Unfortunately, no, I do not have copies of my paperwork, for my one of myriad financial and academic advisors stated that it was a sure deal, that I need not stress about. Clearly, he just wanted the commission to sign me up that day. I did correspond numerous times with *** ********, and he finally gave me a new contact, all to reply that she no longer worked for the university and that he took care of all of her matters! It was a sneaky way to handle matters. This is what I wrote: "Hello Cecilia, My name is _______________, and I graduated from GCU in December of 2011. In September of 2010, I applied for the Teach Grant at GCU, while applying for a Master's Degree program. This was during the beginning of my second year of teaching. During this process, I had the unfortunate outcome of having an inconsistent group of councilors and advisors, therefore, now that I have taught for four years in a title one school, I have still not received my $8,000.00 toward my student loans. I was informed previously, by one of my many advisors, that after the four years, my $8,000.00 would be dispersed to my loan account. After talking to Nelnet, my student loan carrier, they have informed me (not GCU) that this is not the case, and I should have received the money in the beginning of my master's career. I have e-mailed and contacted several GCU financial advisors and have never been called back, unless to be asked about my late payments toward my nelnet loan account. I finally got in touch with (due to a non-employee), and received vague responses from *** ********, who ignored me for a month and then transferred my concerns to ******* *****. ******* shut me down, stating that there is nothing GCU can do, nor are they responsible for my inconvenience; which, I am hoping he didn't quite understand, because it is GCU's responsibility. It was GCU's academic and financial advisors who mislead students into signing up for programs with false information. I was told that I was accepted for the Teach Grant, that my program was eligible, and that I would also receive the teacher loan forgiveness if I continue to teach in a title one school, in a high needs subject. *** stated that he would locate my original advisors to clear the mess up, but he never did, hence the transfer to *******. I am a victim here, having $8,000 deserved dollars taken away from me. I am willing to take this to any extreme measure, for I know that this is not right. I am a well-educated, career driven woman, who knows when she is being mistreated. All in all, teaching in a low socio-economic school is definitely a challenge that I love, but I was promised $8,000.00 after four committed years, and have turned down several non title one, higher paying contracts due to this. I am sure you can see my disappointment. I hope you will take care of this matter, and look forward to hearing from you soon. Thank you, " --As you can see, they are not working well with handling my case, which is why I hope the BBB can help me out.

Desired Settlement: I desire my Teach Grant forgiveness amount to be credited from my loan balance with Nelnet education planning.

Business Response: Dear BBB,

Grand Canyon University (“GCU”) is in receipt of Ms. ******* ********’s complaint and we value the opportunity to respond.  The issue has been reviewed by the Regional Director of operations, *** ********, and, based on that review, GCU has determined that Ms. ********’s complaint was appropriately resolved. This determination is based on the following information:

Ms. ******** entered a Technology program which is not a Teacher Shortage Area in the state of Arizona, as listed by the US Department of Education nationwide listings. See Attachment.  It is the responsibility of the student to contact the Department of Education to ascertain whether their area of study will qualify for Teach Grant funding. This was also available to Ms. ******* on GCU’s website at *********************************************************************************************

To qualify for Teach Grant Funding a student must apply for the funding in the Financial Aid Academic Year they wish to apply the funds. There is no record of Ms. ******** requesting information on the teach grant until October 24th, 2011, which was in Ms. ********’s final academic year of the program. We also did not receive any paperwork from Ms. ******** to process the 2010-11 Teach Grant application.

The Grand Canyon University website does not state that the Master of Education in Curriculum and Instruction: Technology program is TEACH grant eligible. On a separate page dedicated to TEACH Grant, it lists the requirements to be eligible for TEACH Grant, stating that you must earn a degree in a high need area. 

Grand Canyon University has not received correspondence from Ms. ******** since August 21st, 2013, at which point the issue was thought to be closed. GCU cannot issue Ms. ******** the TEACH Grant because she was not eligible and it cannot be retroactively applied.


GCU takes student complaints very seriously and does everything it can to resolve them in an amicable manner.  I hope the aforementioned information/actions will bring this matter to a satisfactory conclusion.  

Sincerely,


*** ********
College of Education – Central Region
Grand Canyon University 

 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

In the response, it is stated that I did not meet the requirements, however, I have taught math for five consecutive years, in a low-socio economic school. (Three years at Cheatham Elementary and two years at Montebello Elementary).

GCU’s website states the following:

“Teaching Obligation: Grant recipients agree to teach for at least four full years, as a full-time teacher, within eight years of finishing their program or ceasing enrollment. You also agree to teach high-need subjects in designated schools that serve low-income students. If you do not complete the teaching obligation, your grants will convert to an unsubsidized loan, which you must repay with interest.

-High-Need Subject Areas & Low-Income Schools

-Recipients agree to teach in any of the following subject areas:
Bilingual education and English language acquisition
Foreign language
Mathematics 
Reading Specialist
Science
Special Education”

Attached, I have also provided a screenshot from their website showing that my degree (M.Ed. Curriculum Instruction: Technology Non-IR) is included in the Teach Grant Funding. They say “possibly,” however, my advisory ensured me that it was indeed accepted, especially since I teach in a low-socio economic school in a high needs subject.

GCU also stated in the letter that “To qualify for Teach Grant Funding a student must apply for the funding in the Financial Aid Academic Year they wish to apply the funds. There is no record of
_________ requesting information on the teach grant until October 24th, 2011, which was in __________  final academic year of the program. We also did not receive any paperwork from __________ to process the 2010-11 Teach Grant application.” 

There is no record because I had myriad advisors and counselors to assist me through my educational journey at GCU.  I filled these documents out and gave them to my advisors.  This is not my fault that they were lost in transition from employee to employee.  Unfortunately, and I know this is my fault, I trusted my advisors to be on my side, so I did not keep any documentation
records for myself.  I did not think it would ever come down to a Christian university withholding money from someone who works to serve under privileged students.  And again, this was the only reason I agreed to sign up for my Master’s at such an expensive University.  I was completely led on to believe that through the Teach Grant and Loan forgiveness, my Master’s would be paid for, leaving me without student loans to pay off.

Regards,

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

Business Response: Grand Canyon University (“GCU”) is in receipt of Ms. ******* ********’s rebuttal complaint and we value the opportunity to respond.  The issue has been reviewed by the Regional Director of Operations, *** ********, and, based on that review; GCU has determined that Ms. ********’s complaint was appropriately resolved. This determination is based on the following information:

Although Ms. ******** has taught in a high-need subject area for five years, the area in which she does not qualify for TEACH Grant is that she was not in a TEACH Grant eligible program. You cannot receive a TEACH Grant if the area of study is not listed on the Teacher Shortage List. The high-need subject areas that Ms.******** quoted from the GCU website does not list computer education; which was her area of study.

In addition to the above information, the attachment that Ms. ******** referenced and provided does state that the programs may qualify for TEACH Grant, but it also provides a link for the potential student to review the requirements. If the potential student clicks through the link they will find all of the TEACH Grant requirements including the Teacher Shortage Area list.

Contrary to her complaint GCU is not withholding money from Ms. ********. TEACH Grant funding is not provided by the school, but as a federal grant. GCU understands that being in a low income school such grants are important to teachers like Ms. ********.  However, GCU can find no records of Ms. ******** being wrongfully advised on the TEACH grant nor can it find any TEACH grant paperwork submitted by Ms. ********.  Nonetheless, as stated previously Ms. ********’s program did not meet the TEACH grant requirements. 


GCU takes student complaints very seriously and does everything it can to resolve them in an amicable manner.  I hope the aforementioned information/ will bring this matter to a satisfactory conclusion.  

Sincerely,


*** ********
College of Education – Central Region
Grand Canyon University 

 

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

6/17/2014 Billing/Collection Issues | Complaint Details Unavailable
6/6/2014 Problems with Product/Service
6/3/2014 Billing/Collection Issues
5/19/2014 Billing/Collection Issues | Complaint Details Unavailable
5/2/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I filed a leave of absence with ****** ***** - my financial aid advisor. She told me I only had two hours to send back the form. I was having numerous problems doing so. I have no printer, or no cell phone to take a picture. The Adobe file was not working. I tried everything I could. After multiple efforts, I not only sent her an Adobe file that was signed back to her, but also a Word Document signed back to her. She told me that the Adobe file did not have the correct dates on - in which it did. (Please refer to the attachments I sent) She then said my leave of absence was DENIED. I am APPEALING this denial. I have a son who is state-certified Autistic. First of all, I was not told ahead of time that the leave of absence was coming up. Second of all, I did send in the appropriate documentation - please refer to what is enclosed. I have worked VERY HARD for my degree. I was hoping to get an internship soon, however, my state-certified Autistic son went to college early and is having numerous problems. My son is my TOP PRIORITY. He is number one right now. I was hoping to have one more leave of absence before my son is out of college in the summer time. Needless to say, this has really put a damper on my future plans. I not have only spent thousands of dollars of your school, but have devoted thousands of hours and time into my degree. Now to have this denial due to an "administrative error" on GCU's part, as well as a "technicality" also due to Grand Canyon University, does not bode well with me.

Desired Settlement: For Leave of Absence to be approved. To be reassigned to different Financial Aid advisor

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/25/2014 Billing/Collection Issues
4/19/2014 Billing/Collection Issues
4/19/2014 Billing/Collection Issues
3/17/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I entered GCU in August 2013. I spoke with ad visors regarding degree I was going for and recognition out of state because I was moving from Az. The adviser at the time stated yes, that the MA degree I was seeking would be recognized. On 3/12/14 my student adviser called to inform me that my degree would not be recognized in Georgia where I moved and I needed to change programs or leave GCU. However, if I stayed I would be required to sign a waiver acknowledge that the degree is not recognizable in the state I live in. IF I leave the program, I would be held financially liable for my student loans, and if I leave now (to go to a new school) my loans will be adversely affected and I will be penalized by 50% deduction for future loans. Therefore I am being forced to continue attending and paying $4270 for two classes knowing that they will not be accepted or forcibly kicked out of the program (for not signing the waiver) and chance any future financial FASFA loans.

Desired Settlement: I want the university to cover the two courses so that any future student loans will not be affected. I would like to withdrawal from the program immediately and apply to a new school (for June of 2014) so that I may finish my degree. I am a 4.0 student.

Business Response:

Dear BBB,

Grand Canyon University (“GCU”) is in receipt of ******** *********-********’s complaint and we value the opportunity to respond.  The issue has been reviewed by the ***** ****, Regional Director of Operations and, based on that review, GCU has determined that Ms. *********-******** last complaint was appropriately resolved. This determination is based on the following information:

The student moved to the state of Georgia where the degree program she was enrolled in was considered to be a no-enroll state.  Her degree would not be recognized by the state licensure board for pay raises, job promotion or level changes.  Based on the permission GCU received from Ms. *********-******** on Friday 3/14/14, we have opted to completely withdraw the student from the university and waive all tuition/fees from her current course EDA/577.  GCU will then return all unused title IV funds from her current academic year and payment period to direct loans.  Transcripts will also be available for the student to order.

GCU takes student complaints very seriously and does everything it can to resolve them in an amicable manner.  I hope the aforementioned information/actions will bring this matter to a satisfactory conclusion. 

 

Sincerely,

***** ****

Regional Director of Operations

Grand Canyon University 

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/6/2014 Problems with Product/Service
2/25/2014 Billing/Collection Issues
2/22/2014 Problems with Product/Service
2/1/2014 Problems with Product/Service
1/15/2014 Billing/Collection Issues
12/3/2013 Problems with Product/Service | Complaint Details Unavailable
11/30/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: GCU has taken part of my financial aid to pay a fee for a course I dropped. Then, sent me a stipend for the remainder. Now they are demanding I pay it back as they say it was a mistake that it was sent to me. The amount they want me to pay back is larger than what they sent me. The fee I was "charged" for dropping a class was $510.00 and that was "paid" by my financial aid. The stipend was 1500.00+ I was told that the accounting department had to "re-figure" my account. They now say my balance is 1700.00+ and though I have tried to get a legitimate explanation, my questions are not answered and the financial adviser becomes angry and demeaning. I had finished one masters at GCU and decided with all the bad press that I would not continue with my second master's in that school so dropped to find another college. I want my account to return to a zero balance. I do not owe them money. They "say" they paid my financial lender for the stipend that was "not mine"...but when I ask for proof, there is none. Can you please investigate this?

Desired Settlement: To return my balance to a zero and send me my transcripts so I can attend a school that does not have a history of fraudulent practice with financial aid.

Business Response: Dear BBB,

Grand Canyon University (“the University”) is in receipt of Ms. **** *****’s complaint and we value the opportunity to respond.  The issue has been reviewed by ******* ***** in the Education Division and, based on that review; GCU has determined that Ms. *****’s complaint was appropriately resolved. This determination is based on the following information:

I spoke with Ms. ***** on November 14, 2013 and discussed the entirety of her account from her tuition costs to why her stipend was issued, and ultimately when/why her return of funds took place.  I explained these details so Ms. ***** understood the process and at the end of the conversation she did understand what had taken place. 
I let her know that the University is bound by federal regulations with regards to sending out stipend checks as well as returning funds for all students who fall out of attendance for greater than 14 days or do not successfully complete their payment period with the University.  She received the stipend check of $1530 prior to the University returning the $1730 back to her lender which is what created the balance.  

Ms. ***** understood and just asked that I send her a breakdown of our conversation so she can make a decision on whether to return or not.  I gave her a breakdown of what we discussed and she said she would email me her decision.

I offered Ms. ***** the opportunity to return to GCU and upon her return she would be charged tuition for the class she needs to retake, as well as the past due balance for her previously withdrawn class. I did let her know that if she returned we could bring back the amount of $1730 that we returned to the lender and that she would need to make her payment of $1530 back to the University which was the stipend she received. By doing this it would reduce her balance to $510 which is what was owed from initially dropping the class.    I let Ms. **** know that she could setup a payment plan for that as she moved into her next class.  The second option, if she chooses not to return is to pay her $1530 stipend back to the University to assist in resolving the balance of $1730.  This would leave a remaining balance due of $200.  I let Ms. ***** know we would need to setup payments to resolve this within the following two months.

GCU takes student complaints very seriously and does everything it can to resolve them in an amicable manner.  I hope the aforementioned information/actions will bring this matter to a satisfactory conclusion.  

Sincerely,
******* *****
Education Division
Grand Canyon University

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/26/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I was a student at GCU. I have been very unhappy with the classes and the feedback that I have received on the draft of my dissertation. I did not hear from my instructor for the last four weeks of Dissertation I. So when the automatic system asked me to confirm if my next course was Dissertation II, I DID NOT CONFIRM IT. The system told me my adviser would call. No one ever called me. I have never logged into Dissertation II which is an online course. I have been billed for a class I never agreed to. This school has no qualms about taking money for nothing delivered. They automatically enroll students and there is no way to drop courses. No other university forces students into classes.

Desired Settlement: I want the money refunded for Dissertation II. I have never logged into the class and I did not agree to be enrolled in it. Furthermore I expect this ********* **stitution will deny all of this. They are practicing FRAUD.

Business Response: Dear BBB,

Grand Canyon University (“GCU”) is in receipt of Ms. ******* *******s complaint and we value the opportunity to respond.  The issue has been reviewed by the College of Doctoral Studies, ***** ******** SVP.  Based on that review, GCU has determined that Ms. ******’s complaint was appropriately resolved.  This determination is based on the following information:

Ms. ****** was charged for course Dissertation II 960.  However, when the she did not attend, the course was refunded.  Ms. ******’s payment option was Title IV Funds – Student Financial Aid.  By not completing Dissertation II 960, the student did not complete the payment period. Therefore, a Return to Lender was calculated and the refund for Dissertation II 960 was returned to the lender. 

Ms. ****** had an account balance of $205.00 which resulted from not completing the payment period.  Grand Canyon University will write off the $205.00 to resolve this matter.  The current account balance is $0.00.

GCU takes student complaints very seriously and does everything it can to resolve them in an amicable manner.  I hope the aforementioned information/actions will bring this matter to a satisfactory conclusion.  

Sincerely,
 MAOM
***** ********
Senior Vice President
College of Doctoral Studies
Grand Canyon University

Consumer Response:

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

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me, but only because I do not want anything further to do with this institution. I so not understand the resolution because I paid for the class in question myself, not with Financial Aid.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

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


 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

11/19/2013 Billing/Collection Issues | Complaint Details Unavailable
11/9/2013 Problems with Product/Service
11/5/2013 Guarantee/Warranty Issues
10/29/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I had enrolled at the university but decided to withdraw after the 40k student loan (not grant) price tag. My first online assignment was due on 10/10/13 but I didnt submit the assignment. I sent the professor- Dr. *******-an email stating that I would not be attending the class and that I would be w/drawing from GCU due to possible financial difficulties in the future. The professor thanked me etc... I w/drew from the university on 10/10 and on 10/11 i received an email from ***** ******** asking what happened etc.. I told her of of the unwillingness to commit to 40k in loans when my child was currently in college.. She said that there may be a 15% fee since I posted to the class eventhough it was to let the professor know that I was w/drawing from GCU. I stated that that made no since since I was just letting her know out of courtesy. She put Ms. ****** on the line and she was a little upset that I w/drew since Haley did so much work to get my paperwork etc... together. advised her that I had a daughter in college and that I didnt want to lock into 40k in loans...They said that they would see what they could do and contact me today...Well its 8:45pm and I have not spoken with them yet. I have sent both an email and left Ms ****** a detailed message on her voicemail..The CSR stated that I was w/drawn from the university but that I would have to speak w/the financial admin-Ms. ****** - for more details. The balance on my account is $750 and my balance of the day of withdrawal was $0

Desired Settlement: 0 balance

Business Response:

 

Dear BBB,

 

Grand Canyon University (“GCU”) is in receipt of Ms. ****** *****’ complaint and we value the opportunity to respond.  The issue has been reviewed by the College of Education and Region Director *** ******** and, based on that review; GCU has determined that Ms. *****’ complaint was appropriately resolved. This determination is based on the following information:

 

GCU has reviewed Ms. ***** student account and per University records, Ms. ***** posted into her course during her first week of class to inform the instructor that she would not be attending Grand Canyon University. However GCU’s refund policy is based on a student’s attendance.  Thus, per University policy and as outlined below, since Ms. ***** did not withdrawal prior to week 1 of her course, she was responsible for 25% of her tuition and 100% responsible for other fees for her course along with a $400 LMS fee for first courses.

 

  • Before Week 1…… 100% tuition refund
  • During Week 1…….. 75% tuition refund and 100% responsible for other fees for that class and $400 LMS fee for first course
  • During or after week 2………No refund for charges associated to the class that student posted into

 

However, as the University always tries to serve the best interests of its students it has decided to write-off Ms. *****’ account balance and adjust her account to reflect a zero balance. Region Director *** ******** has already spoken to Ms. ***** about this issue and she was happy with the outcome.

 

GCU takes student complaints very seriously and does everything it can to resolve them in an amicable manner.  I hope the aforementioned information/actions will bring this matter to a satisfactory conclusion. 

 

Sincerely,

 

*** *******s, MBA, MSL

Regional Director of Operations, College of Education

 

Consumer Response:

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 until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

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

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

10/6/2013 Billing/Collection Issues | Complaint Details Unavailable
10/6/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Over 2 years ago I withdrew from Grand Canyon as I was unable to complete my degree due to other demands. They were required to send a portion of a Student Loan back leaving a balance owed to the University. As I tried to make payments to pay down the debt they continually called to request higher payments each month. After months of negotiation we came to a payment arrangement of $150 per month that I have been paying for quite some time with an additional lump sum payment of over $1000 in March of this year. They turned this over to collections with an agency that failed to identify themselves, demanded over the phone payment only, and threatened that the school would hold my tax return. Any traceable payment arrangements were not permitted. This seems questionable at best.

Desired Settlement: Ethical business practices and amicable work toward the payment of a debt.

Business Response: Dear BBB,
 
Grand Canyon University (“GCU”) is in receipt of Ms. ****** *******’s complaint and we value the opportunity to respond.  The issue has been reviewed by GCU’s Collections Department and, based on that review, GCU has determined that Ms. *******’s complaint was appropriately resolved. This determination is based on the following information:
 
            Ms. ******* made payments on her account balance from March 24, 2011 to October 3, 2011. However, during this time her payments were inconsistent  as she did not make any payments during the months of June 2011 and August 2011.  As a result, on September 13, 2011 her account was sent to GCU’s Collections Department and any payment arrangements that were made prior to this were voided due to Ms. *******’s missed payments and Ms. ******* failed to make her November 2011 payment as well. Therefore, on December 6, 2011 GCU’s Collections Department sent Ms. ******* a letter to inform her that a payment had not been received in November and that if a payment was not received within 14 days, her account would be placed with an external collection agency. No payment was received and as a result, on December 20, 2011 Ms. *******’s account was assigned to an external collection agency. As well, GCU never received  another payment from Ms. ******* until March 28, 2012.
 
All payments received from Ms. ******* after her account was placed with the external collections agency were reported to the agency to ensure that the status of her account was kept current. No payments were received October 2012, November 2012, or January 2013.
 
            On April 11, 2013 Ms. *******’s account was closed with the external collections agency and returned to the Collections Department here at GCU. Ms. ******* continued to send in payments. However, per GCU policy, its Collections Department does not set payment plans on accounts that are returned from a first placement collections agency. Rather, those accounts must be paid in full to avoid a second placement and actions against their credit. Therefore, on September 12, 2013 Ms. *******’s account was placed with a second external agency. and as a result Ms. *******’s credit score was impacted.
 
 
GCU takes student complaints very seriously and does everything it can to resolve them in an amicable manner.  I hope the aforementioned information will bring this matter to a satisfactory conclusion. 
 
***** ****
Collections Specialist
Grand Canyon University

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/10/2013 Problems with Product/Service
9/6/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I am a 100% disabled veteran of the U.S. Navy and I have vocational rehabilitation benefits to cover all education charges. I am currently trying to buy a home in Modesto, California and they put almost 6,000$ of debt that I owe them for taking 1 class at the university. The first thing they did was hounding me to join their university and assured me that all finances would be covered by the VA. I told them I didn't want to start school until the VA was officially involved in the finances, but they kept calling and pushed me into starting school and said everything would be okay with the VA. Then I finished 1 class and decided that online college wasn't for me. My question to them is how are they going to charge 6,000$ for 1 class and come after me for the money when they know I have benefits with the VA? Also there is no way 1 class can add up to 6,000$ and they should have done their job and got the money for 1 class from the VA like they said they were going to do.

Desired Settlement: I want this off my credit. I should not have to pay for their negligance. I want this done asap or I will have to go further and file a lawsuit for not being able to purchase my house and lawyer fees.

Business Response:

Dear BBB,
 
Grand Canyon University (“GCU”) is in receipt of ***** ****’s complaint and we value the opportunity to respond.  Upon investigation, GCU agrees that the balance in question should have been covered by the student’s military benefit. However, as too much time has elapsed to collect payment from the Veteran’s Administration, GCU has agreed to waive the balance.
 
GCU takes student complaints very seriously and does everything it can to resolve them in an amicable manner.  I hope the aforementioned information and actions will bring this matter to a satisfactory conclusion. 
 
Sincerely,
 
****** ****
Grand Canyon University

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/22/2013 Advertising/Sales Issues
8/21/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I am writing to dispute an erroneous charge of $2822 on my account that has been reported to the Credit Bureaus. In November 2010, I attempted to register for the Master’s Degree Program at Grand Canyon University. I was never able to complete the registration process in time for the semester to begin due to some holdups in processing my financial aid packages. In addition, the classes were never loaded into the student portal for me to attend those classes. The charges on my account are for classes that I was never able to attend and should not have been billed for.

Desired Settlement: I am requesting that the charges be removed and that a correction to the information be supplied to the Credit Bureaus.

Business Response:

Dear Mr. ******,
 
Grand Canyon University (“GCU”) is in receipt of your complaint and we value the opportunity to respond.  The issue has been reviewed by GCU’s Military Division and, based on that review; GCU has determined that  the balance in question is a valid unpaid amount from your undergraduate degree. However due to the miscommunication regarding the balance, GCU has decided to remove the charges.
 
 
GCU takes student complaints very seriously and does everything it can to resolve them in an amicable manner.  I hope the aforementioned information/actions will bring this matter to a satisfactory conclusion. 
 
Sincerely,
 
 
****** ****
Military Division
Grand Canyon University

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/20/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have had problems with student finance almost from day one. My problem is there is a dispute over money that Grand Canyon Says I owe them. I have Graduated and paid for my diploma and transcripts. I have started another school which took my conditionally upon receipt of my transcripts. Grand Canyon refuses to send me my diploma or transcripts which are already paid for. I now may lose my place in my present school. I have contacted a lawyer and he has written them with 2 letters of demand, called and emailed them all of which they ignore.

Desired Settlement: My transcripts and diploma are mine and I want them.

Business Response: Dear Ms. *******,

Per University policy, any student with a balance cannot have an official transcript or diploma released until the balance is paid in full. Most Universities practice this policy. Currently you are in agreement to a payment plan with the University to satisfy your balance. As stated in that agreement once you have satisfied your balance your transcripts and diploma will be released. To your accusation of the University ignoring your attorney's attempts to contact us, we have made numerous attempts to contact the your attorney the dates are listed below:

July 16, 2013 –  Left a message with the receptionist for student’s attorney to return my call (so I could explain that we needed SIRF form in order to reply).
July 17, 2013 – Emailed copy of SIRF form to student’s attorney.
July 29, 2013 – Emailed student’s attorney and informed him that the University received Ms. *******’s SIRF Form and provided him a copy of the University’s response.  Also, informed him that hard copy was mailed to him that same morning.
August 1, 2013 GCU attorney received a voicemail from the Ms. *******’s attorney. 
August 7, 2013 – Emailed student’s attorney to inform him that we received correspondence from Ms. *******’s father but that we cannot respond without a SIRF on file.
August 8, 2013 – Returned attorney’s telephone call but was told by the receptionist that he was on his telephone.   Provided her with my name and telephone number.
Grand Canyon University takes all student complaints seriously and values the opportunity to respond.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
My attorney said they did not talk to him, they said he would not talk to them. I got a new attorney. I have been paying on the balance even though the ******* **** ******* said there was no over lap in the loans and they have a record of 2,ooo more dollars paid to GCU than is shown on my student portal. I have even signed a promissory note to GCU. June I paid 500 dollars, this month another 100. As I have already paid for the diploma and transcripts, I will be kicked out of the doctorate program I am in with out them. Ms. ***** from GCU said she would send them a letter explaining things. I talked to ******* this morning and they said they want the transcripts. So I am back to square one. Also one question for the BBB GCU has had 190 complaints in 3 years and even though most of the people who complained said they were not satisfied the BBB closed the complaint and still gives GCU a high rating even with an average of 60 complaints per year, that is 5 per month, at least once a week, what gives?

Regards,

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


 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/20/2013 Delivery Issues
8/15/2013 Billing/Collection Issues
8/12/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Grand Canyon University fails to recognize that their debt has been discharged in bankruptcy even though they have been informed of this multiple times. I have sent letters, made numerous phone calls to ******* **** in the collections department, however, she fails to return any phone calls or update their information on my credit report as requested.

Desired Settlement: correctly report their charges as "discharged in chapter 7 bankruptcy" which was filed 5/1/12 and discharged 8/13/12

Business Response: Grand Canyon University (“GCU”) is in receipt of the complaint to the Better Business Bureau filed by Ms. ******* and we value the opportunity to respond. Upon review of Ms. *******’s Bankruptcy Court records on PACER, she jointly filed a Chapter 7 Petition and a list of creditors.  Based on those court records, it does not appear that Ms. ******* listed Grand Canyon University or any collections agencies in relation to the University on the creditor schedules prior to the Bankruptcy Court’s discharge order. Ms. *******’s discharge is governed by the Bankruptcy Code.  Under the Code, there are exceptions to discharge, including failure to timely list a creditor as such is the case at hand. Because she failed to list GCU on her schedule of creditors, her debt with GCU was not discharged.  Moreover, even if Ms. ******* had listed GCU on her creditor schedule, her debt with GCU is non-dischargeable as a student loan under the Bankruptcy Code. The University is more than willing to set up payment arrangements with Ms. ******* to satisfy the outstanding balance.
 
GCU takes student complaints very seriously and does everything it can to resolve them in an amicable manner.  I hope the aforementioned information/actions will bring this matter to a satisfactory conclusion. 
 
Sincerely,
 
*** ******* 
Grand Canyon University
Office of General Counsel

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/10/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: In March of 2013 I became deathly ill and was admitted into the hospital intensive care unit for over one week. I was in the middle of taking a class, HIT205, Healthcare Systems & Transcultural Health Care for my bachelor degree in Counseling. Due to being in the hospital I could not finish the last two weeks of class. When I was finally discharged from the hospital, I had to learn how to walk and perform basic activities for daily living again. I also had weekly dialysis treatments, home health, physical, and occupational therapy appointments to take. I was not mentally or physically able to finish my class. When I was physically and mentally able to finish the HIT205 class, Grand Canyon University (GCU) notified me that I failed the course. I received a statement from GCU saying I was in a Health Policy and Economics class as of March 8th totaling $2514 which I never took because I was sick. I was not given an opportunity to provide my paperwork from the doctor to prove my illness or given a chance to finish my course work. I was then notified by GCU I owed over $2000 for the class and until I paid this fee, I am unable to continue at GCU or get my transcript to attend another class without repeating a course. I have since left GCU and taking courses at Argosy University. Due to GCU not forwarding my transcript because they say I owe $2514, I have to take a course I already taken at GCU. I complained to ***** my admissions representative and spoke to her every other day. I complained until I started Argosy in May, 2013. I believe I am a victim of health discrimination and I am very hurt I have to experience this after going through almost dying. I am also hurt I have to go through this ordeal from a Christian university which I feel is not very Christian-like.

Desired Settlement: I would like the opportunity to provide my paperwork from my doctor and have my fail status taken off and changed to incomplete for the classes stated. I would like the opportunity to finish my coursework for that class and continue towards my degree in Counseling. I would also like the $2514 and other monies GCU says I owe for the class taken off and my transcripts released.

Business Response: Dear Ms. ********
 
Grand Canyon University (“GCU”) is in receipt of your complaint and we value the opportunity to respond.  The issue has been reviewed by the College of Arts and Sciences Division and, based on that review; GCU has determined that your complaint requires further action. This determination is based on the following information:
           
You did not successfully complete a full payment period with GCU. Since you were   unable to complete your payment period your account was reviewed by the Office of Financial Aid. The Office of Financial Aid was required to complete a return of Title IV funds calculation. Based off of their calculation you did not earn $2,514 of your financial aid. These funds were returned to the lender and the balance of $2,514 remains outstanding on your account.
 
Based on your personal situation we would like to offer you the opportunity to appeal the cost of your HLT-205 course. GCU understands that you were going through a challenging time and you still have the opportunity to present your case to our appeals committee. The appeals committee will evaluate your appeal and make a decision based on the supporting information that you provide.  
 
GCU takes student complaints very seriously and does everything it can to resolve them in an amicable manner.  I hope the aforementioned information/actions will bring this matter to a satisfactory conclusion. 
 
Sincerely,
 
 
****** *******
College of Arts and Sciences Division
Grand Canyon University 
 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/6/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I attended Grand Canyon as a grad student during this tenure I failed 1 class and was told I would placed under academic review. I did not fail again. During my 4th class before graduation however with a grade of 98.88 and my final complete and only 3 session ns left in the class I question my grade on my final. Actually the question was really in regards to my abilities as a counselor and this is what I asked do you believe that I know what I am doing. Well after I asked that question the instructor dropped my grade to a 43.00. I was furious! Who does that and why? I submitted a grievance with my student advisor who inturn had me speak with some one who just sort of blew me off, but stated they would take care of it. At the time I working almost around the clock and very stressed and tired. But as I said I mad one mistake and never made it again. I was informed by my student advisor I had to repeat the class. To tired to fight because of job related issue I repeat it and get bascally the same grade a 98.88, and then I get the application commencement info in my e-mail congratulations on completing my academic journey, I'm now 2 classes away from my dream I have a huge refund coming back to me , and then I am told hey you owe us $1,800, and I want to know how first of all because my academic nor the financial aid advisors never say a word to me, and I have just completed 3 three classes and I am waiting on that refund( It is issued after 3 to 4 classes completed) but I did not get a refund. I got a bill! By now I have lost my job and struggling. My academic advisor for some reason or another is now never available, and I am now talking with another who now informs me that since I failed that course that the school footed the bill for it. I'm shocked! First of all I did not fail I was cheated by an unethical instructor the school fail to do anything about, second I was never informed of the impending possibility that this would occur before hand or else I would not have agreed to repeating no matter how stressed and tired I was. Third ok if I do owe the money take it out of my reimbursement that I have coming. Which by the way is usually around $4,500.. So you have stop me from completing my dream you take my refund of the last 3 classes and then you try and charge me for a class that I never really failed in the first place. Then you harass me with phone calls and threats So I'm cheated because a instructors unethical behavior you keep my money and then you hand me a bill and tell me to bug off? Right before it is time for me to walk? I had 2 classes left. Their is a web site devoted to this school in regards to there improper practices to students

Desired Settlement: What I want first of all is my official school transcipts in two forms for official use and form my personal use. I want access to my school site so I may copy all of my material grades. Then I want an investigation on why no one did anything about that instructor, and why she was allowed to do what she did, and finally I hade 3 classes worth of refund reimbursement coming. I want to know what happen to it and why I did not get it, and lets say for the sake of argument. I did have to pay. I get back $ 4,580. How come the money could not have been deducted form that. You get to bascally kick me out keep my funds and then bill me? I want my refund all of it, and my transcripts in the forms that I stated. Because even if they admit it and say well ***** lets work something out so you can complete. I can't trust you. I just want my refund and my transcripts to attend another school close to home. So when this other school sends for my transcripts they wont continue to hold them hostage like they are holding my refund and records.

Business Response: Dear Mr. *******,
 
Grand Canyon University (“GCU”) is in receipt of your complaint and we value the opportunity to respond.  The issue has been reviewed by the Regional Director of Operations, ******* *** and based on that review; GCU has determined that your complaint was appropriately resolved. This determination is based on the following information:
 
You where was enrolled in ******* that started on 4/28/2011 and ended on 6/22/2011. On 6/28/2011 you called into your Academic Counselor to discuss issues that you had in the classroom regarding your grade. The Academic Counselor reviewed the Academic Appeals Process with you and sent the appeal form in an email. The form needs to be completed by the student and must include documentation indicating the ways in which the grade was miscalculated or based on discriminatory factors. A final grade for a course may be disputed within five weeks of the last day of the course. You didn’t return the form with the documentation within the 5 week deadline. On 8/17/2011 you talked to your Finance Counselor. The Finance Counselor advised you that your appeal was never received and now it was past the 5 week deadline. They also spoke to you about the retake of ******* that was scheduled to start on 8/25/2011 and the financial ramifications.
 
On 11/2/2011 your Academic Counselor spoke to you about your Satisfactory Academic Progress status and the immediate risk of suspension because your GPA was below our standard of 3.0. They also spoke about your non-passing grade since Financial Aid would not pay for the retake of the course. You stated that you did not want to pursue a grade appeal anymore and would use his future stipends to cover the cost of the retake. On 11/18/2011 you indicated to your Academic Counselor that you were not passing your course due to not being able to purchase a textbook. The Academic Counselor spoke with you again about your Satisfactory Academic Progress Warning and needing to increase your GPA or you would be suspended. On 1/12/2012 you spoke with your Academic Counselor about being suspended after receiving an F grade in your previous course and the reinstatement process you would have to follow to get back into classes. There was no conversation about wanting to submit a grade appeal. 
           
Financial Aid will only cover a class once. If a student fails or withdraws from a course, and then needs to retake the course, they will have to pay out of pocket for the retake of the course. You received an F grade in ******* then retook the class on 8/25/2011. The balance on your account is due to the retake of ******* since Financial Aid did not cover the retake of the course. You did not earn the amount of credits needed to progress into the next Financial Aid disbursement. Therefore no Financial Aid funding was awarded to issue any kind of refund. Grand Canyon University does not release official transcripts to students that have a balance on their account. Once the balance is resolved then transcripts can be released to the student.
 
GCU takes student complaints very seriously and does everything it can to resolve them in an amicable manner.  I hope the aforementioned information/actions will bring this matter to a satisfactory conclusion. 
 
Sincerely,
 
 
******* ***
College of Arts and Sciences
Grand Canyon University

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Regards,

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

They are still trying to pull a flim flam. Yes that did happen but I mention that and that happen during my earlier classes when I first started. They kept my financial aid reimbursement for 3 consecutive classes, and refused to take the alleged $ 1,700 out of that and let me continue. They Know damned well what really happen and they are attempted to cover it up with prior transcripts from a previous conversation of my first and only failed class. They knew what was done to me was wrong ,yet they let it stand. Why would I just up and quit with just 2 classes left to go. What happen to those other 2 classes disbursements? The government paid for that and they kept it. You can't keep government funds meant for the student. I don't care how they try to explain it. The fact of the matter is that they refused to send me the remainder of my refunds that they owed. This could have all been resolved had they did there job by not letting that instructor cheat me out of my grade, and all of that is beside the point. The fact of the matter is you kept 4 classes of government reimbusements that legally belonged to me. If they said those funds went to my payment of the $ 1,700 where is the rest of the money? they still owe me, because it damn sure did not add up to $4,978 which is what I was scheduled to receive in January of 2012. They could have easily deducted the fund they I owed allegedly owed out of that, but they did not they just kept all of it and dismissed me like some trash. These people have already paid out millions of to othere former students for their un savoury practices. This has gone on to long if they don't return what is rightfully and legally mine I will contact every politician I can in that state continulally until someone listen to me. They out and out cheated me and robed me $ 4,900 does not add up to $1,700 in any shape from or fashion. Not in this country or any other for that matter. I completed 4 classes 5 if you count the repeat so what happen to the money. I have yet to contact FASA but I intend to do so as soon as I finish with this, and then I am going to contact every angency I can for them to investigate this damn school for fraud. The nerve of these people attempted to take a prior conversation and twist6 the truth.  They have to explain how $4,900 adds up to $1,700 HOW? HOW DO YOU EQUATE THAT? This is just unbelievable!   

 

Business Response:

 

Below and attached is a detailed breakdown of how the charges were incurred by Mr. *******. Just an FYI we have also received an Attorney’s General Complaint on behalf of Mr. ******* as well.

 

Attached you will find a detailed breakdown of each charge and each Financial Aid disbursement. ***** ******* took 10 classes at GCU and received 4 different disbursements of Financial Aid. Each time Financial Aid was brought in, it covered tuition and fees, then a check (stipend) was issued to ***** ******* for the remainder of the disbursement. I don’t understand where the $4,900 is coming from that ***** is referring to because every time we brought in Financial Aid we brought in $7,921. ***** still owes GCU $1,672.10. Financial Aid will not be able to be awarded to pay this balance.

 

Thank  You

******* ***

Regional Director of Operations

Grand Canyon University

 

 

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

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Regards,

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

They are trying to flim flam me they know exactly what they did and I can add how can I owe them when they owe me? I was scheduled for reimbursement and they kept it instead of issuing it and stating I owed them $1.700. Now I will state this again if you issued 4,900 after every 4 classes and it was time for my reimbursement, and you claimed I owed $1,700 0r 600. Why was the amount I owed allegedly taken from the reimbursement. I had completed those 4 classes and then you say wait you owe us? you do the math even if I did owe where is the is the reimbursement from the 4 classes I just completed? I talked with finananicl aid and they had kept me informed of when it was due and it was due in January. Yet in December you say hey you can't continue until you [pay us? So where is the funds at I can count! If I can't do anything else!

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

7/27/2013 Billing/Collection Issues | Complaint Details Unavailable
7/12/2013 Problems with Product/Service
6/21/2013 Problems with Product/Service
6/18/2013 Billing/Collection Issues
6/13/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I was a student in Nov 2011. Had to withdraw from the class due to deaths in the family. Was charged for the class. Was informed that I could retake the class and would not have to pay the balance of the class I was being charged. They told me they would credit me and submit new class thru current financial aid. They sent me to collection agency Dec 27,2012. I called the school and was informed that I had one year from that date to fill out new FASFA information and I would be able to change programs or stay in same program and I could take another class and would be credited for the charge I had recieved for class I had withdrew from. Called school today and they would not honor previous agreement. They are telling me I have to pay whole amount before I can re-enroll in scholl. This is not what had been promised to me. i shouldnt have even had to retake class they should have just removed charge but they didnt.

Desired Settlement: I either want a refund for the class they are charging me for or the opportunity to retake the class for free to go thru current fininacial aid like I was promised.

Business Response: Please see the below response to the above referenced complaint.

Dear Ms. *******,
 
Grand Canyon University (“GCU”) is in receipt of your complaint and we value the opportunity to respond.  The issue has been reviewed by the Regional Director for the College of Nursing and Health Care Professions Division.  Based on that review, GCU has determined that the balance on your account is valid. This determination is based on the following information:
 
Ms. *******’s balance came from a withdrawal request submitted by Ms. *******. The request was submitted after the allotted time for with she could receive a W. Instead she received a grade of an F. Financial aid does not cover classes in which a student receives a failing grade, resulting in a return of funds and a balance on the student’s account.
 
GCU made several attempts to work out approved payment arrangements through our finance department and our internal collections department. The University tried to get Ms. ******* back into attendance by offering her a tuition credit and the opportunity to retake the class but Ms. ******* instead wanted to change her major to avoid having to retake the failed class. Changing her major would have made the tuition credit invalid. After several attempts to resolve the balance with both her counselor as well as our internal collections department, Ms. ******* stopped contact with internal collections which resulted in her account being sent to external collections.  Ms. *******’s account has now been sent to external collections and will need to be resolved with that agency prior to re-enrollment into her program here.
 
GCU takes student complaints very seriously and does everything it can to resolve them in an amicable manner.  I hope the aforementioned information/actions will bring this matter to a satisfactory conclusion. 
 
Sincerely,
 
******** ******
Regional Director of Operations
College of Nursing and Health Care Division
Grand Canyon University

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I tried to contact the school multiple times about re-enroling and was told that I could do that whenever I would like I was also informed that I could change my major. When they reported me to external collection agency I contacted school and was informed I had until December of this year to resubmit financial aid and re enroll in school. I filled out fasfa and contacted school last month and they told me it was too late and they had no records if telling me that. This is not the arrangement we had. My husband is disabled and I was not in a position to return to school before now the school had told me that was ok. The only arrangements they tried to make with me were a monthly payment of $180 which is an amount I couldn't afford and then they said since  I was coming back to school it would be waived anyway. 

Regards,

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


 

 

Business Response: Dear Ms. *******,
 
Grand Canyon University (“GCU”) is in receipt of your complaint and we value the opportunity to respond.  The issue has been reviewed by the Regional Director for the College of Nursing and Health Care Professions Division.  Based on that review, GCU has determined that the balance on your account is valid. This determination is based on the following information:
 
GCU made several attempts to work out an approved payment arrangement and re-entry to retake the class between the last day of attendance of 11/20/2001 and when it was sent to an external collections agency on 12/27/2012.  Upon confirmation of full payment to the external collection agency to satisfy your current balance, we would like to help you get back on track to complete your degree program.  To help with this, the University will apply a scholarship that will pay for the retake of your class if you begin this course no later than June 30, 2013 and successfully pass the course.
 
 
GCU takes student complaints very seriously and does everything it can to resolve them in an amicable manner.  I hope the aforementioned information/actions will bring this matter to a satisfactory conclusion. 
 
Sincerely,
 
*** ***
College of Nursing and Health Care Division
Grand Canyon University

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

 

Regards,

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


 

I can not accept this response because they will credit me the class only once I have paid the outstanding balance with the collection agency. I do not have the money and still find that I should not have to oat it. It is a hardship for me to pay the money at all which is why I haven't let this go I am sticking with what they told me in the beginning and if I had an extra $2000 I would have just paid it instead of fighting and because I am tired of this school. They told me I could take class agin and not pay. Now they want me to pay money I don't have the take class for free. That is still paying for the class that is not a valid resolution in my eyes. That is then getting there money then having me take class. They are supposed to remove charge and then let me take class that was the deal. 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

6/12/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I WAS A STUDENT OF GRAND CANYON UNIVERSITY SINCE MAY 7, 2007 AND MY GRADUATION DATE WAS SET FOR OCTOBER OF 2012. I DID NOT HOWEVER COMPLETE ONE CLASS BECAUSE I FAILED IT TWICE AND FINANCIAL AID DOES NOT COVER THE COST UPON RETAKE ON THE THIRD ATTEMPT, SO I MADE THIS CLASS TO BE VERY LAST SINCE IT WOULD BE AN OUT-OF-POCKET EXPENSE. WHEN OCTOBER 2012 ARRIVED I DID NOT IMMEDIATELY HAVE THE MONEY TO PAY FOR THE CLASS BUT I DID COMMUNICATE FREQUENTLY WITH MY FINANCIAL AND ACADEMIC COUNSELORS TO ENSURE THAT I WOULD BE TAKING THIS LAST CLASS WITH GRAND CANYON UNIVERSITY. SOMEHOW I ACQUIRED A BILL FROM GRAND CANYON UNIVERSITY OF $2420.00 AND WAS TOLD BY MY FINANCE COUNSELOR ***** ******* THAT BECAUSE MY LENDERS SENT IN FUNDING THAT INCLUDED THE LAST CLASS THAT I WAS TO PAY OUT-OF-POCKET THAT MONEY WAS RETURNED BECAUSE I DID NOT TAKE THE CLASS. THIS IS NOT TRUE. MY LENDERS WHICH IS GREAT LAKES DID NOT SEND MONEY FOR THIS CLASS AND WHEN A STIPEND WAS ISSUED TO ME AUGUST OF 2012 IT INCLUDED A $1000.00 OVER PAYMENT THAT I IMMEDIATELY SENT BACK TO THE SCHOOL. WHEN I SENT THE MONEY BACK TO THE SCHOOL MY FINANCE COUNSELOR AND I COMMUNICATED FREQUENTLY ABOUT ME BEING IN THE CLEAR FINANCIALLY WITH GRAND CANYON UNIVERSITY AND THE ONLY WAY THAT I WOULD OWE THE $2420.00 WAS IF I DID NOT TAKE THE CLASS WITH THEM. THIS IS UNTRUE AS WELL. AS I MENTIONED BEFORE I HAVE EMAILS THAT PROVE THAT ONCE I SENT THE OVER PAYMENT BACK TO GRAND CANYON UNIVERSITY THAT I WOULD NOT OWE ANY MONEY AND IN ORDER FOR MY FINANCE COUNSELOR TO DERIVE AT SUCH A CONCLUSION, SHE WOULD HAVE RESEARCHED MY FILES TO KNOW THIS. UPON TALKING WITH MY OLD ACADEMIC COUNSELOR ON 4-29-2013 I WAS TOLD THAT THE ONLY WAY I CAN COMPLETE MY FINAL CLASS WITH GRAND CANYON UNIVERSITY IS IF I PAY THE $2420.00 PLUS THE COST TO COMPLETE THE LAST CLASS. I SHOULD NOT HAVE TO PAY MONEY THAT I CLEARLY DO NOT OWE. I SPENT 5 AND 1/2 YEARS PURSUING MY BACHELOR OF SCIENCE DEGREE IN PSYCHOLOGY ONLY TO BE HELD BACK FROM COMPLETING 4 CREDIT HOURS.

Desired Settlement: I WOULD LIKE THE BILLING TO REFLECT THAT I DO NOT OWE GRAND CANYON UNIVERSITY ANY MONEY SO THAT I CAN COMPLETE MY LAST CLASS AND MOVE FORWARD WITH MY EDUCATIONAL GOALS.

Business Response: Please see the below response for the above referenced complaint.

Dear Ms. ******,
 
Grand Canyon University (“GCU”) is in receipt of your complaint and we value the opportunity to respond.  The issue has been reviewed by the Business Division and, based on that review, GCU has determined that your complaint was appropriately resolved. This determination is based on the following information:
 
The $2420.00 balance remaining on your account is due to you not successfully completing your 1st payment period of your 5th Academic Year. Financial Aid disbursements are allotted at the beginning of payment periods in anticipation of the student successfully completing that time frame. Since you stopped attending as of 10/21/12, you did not earn the disbursement that was issued on your behalf. At this point, Grand Canyon University is obligated to return any unearned funds back to the lender.
 
Once the return took place, you had 180 days to return to school and recover those funds to complete your payment period.  Your Academic and Finance Counselor had numerous documented conversations with you during these 180 days. They attempted to schedule your return to class, allowing us to recover your Financial Aid funds thus alleviating your outstanding balance. Unfortunately, these attempts were unsuccessful as you chose not to return to your classes. At this point, more than 180 days have passed and GCU is no longer able to recover those funds on your behalf. At this time, the balance left on the account is valid and you are left responsible for payment.
 
GCU is committed to helping you earn your degree and we understand how important this goal is to you. There are options available to assist you in your current financial situation. These options include private loans, flexible payment plans, and we are willing to offer you a $1000 Back on Track adjustment to help with your outstanding balance.
 
 
GCU takes student complaints very seriously and does everything it can to resolve them in an amicable manner.  I hope the aforementioned information will bring this matter to a satisfactory conclusion. 
 
Sincerely,
 
 
 
College of Arts and Sciences- Operations Campus Six
Grand Canyon University

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

 

Regards,

****** *****


 

As I have previously stated I do not owe Grand Canyon University the money of $2420.00. Upon several conversations with my academic counselor ***** ******* about the balance I understood that if I did not take my last class with them that I would somehow owe the money. And now that I am trying to take the final class with Grand Canyon University they will not allow me to because this balance that is not owed to Grand Canyon University somehow was placed in internal collections within the school. I have also received a letter from GCU stating that I will now be turned over to an outside collection agency and I contacted the University and left a message disputing the bill once again and I have not received a reply. When they overpaid me a $1000.00 and I returned the funding to Grand Canyon University I again spoke with my academic counselor in regards to any outstanding fees that I may be obligated to and I was told that once I returned the over payment of $1000.00 that Grand Canyon erred in giving me that I would not owe anything unless I lost the grade appeal and I received an email that stated I was financially clear. I still have the email that proves this point. But somehow after a grade appeal in which I won and the grade of an F was overturned into a B, I developed this balance of $2420.00. I have spent the last 5 and 1/2 years pursuing my Bachelor Degree in Psychology only to be held back by falsified evidence and the completion of one class that I failed twice and on the third attempt the student is obligated to pay for the class themselves. My obligation was met and I was financially cleared. If possible, Can you send me an email address so that I can forward the several conversations that my Academic Counselor ***** ******* and I had in regards to this entire issue? Thank you

Business Response: Unfortunately, Ms. ****** is inaccurate in the assessment of the outstanding balance. The monies outstanding are not a charge for the last class of the student’s program. This balance is a result of the student withdrawing (discontinuing) in the middle of an academic payment period. By not successfully completing this payment period the student did not earn the full amount of Financial Aid that was disbursed on her behalf. The portion of the Financial Aid that was unearned was sent back as mandated by Title IV regulations. This portion creates a negative balance to the student that was not there prior to the student discontinuing her classes. Many attempts were made to help the student return to class and recover these funds to alleviate her balance. Ms. ******, however, chose not return and now sits outside the allotted time to recover these funds. Please refer back to the original response which accurately displays the reason for the outstanding balance and options still left to help Ms. ****** finish her program.
 
Original Response:
“The $2420.00 balance remaining on your account is due to you not successfully completing your 1st payment period of your 5th Academic Year. Financial Aid disbursements are allotted at the beginning of payment periods in anticipation of the student successfully completing that time frame. Since you stopped attending as of 10/21/12, you did not earn the disbursement that was issued on your behalf. At this point, Grand Canyon University is obligated to return any unearned funds back to the lender.
 
Once the return took place, you had 180 days to return to school and recover those funds to complete your payment period.  Your Academic and Finance Counselor had numerous documented conversations with you during these 180 days. They attempted to schedule your return to class, allowing us to recover your Financial Aid funds thus alleviating your outstanding balance. Unfortunately, these attempts were unsuccessful as you chose not to return to your classes. At this point, more than 180 days have passed and GCU is no longer able to recover those funds on your behalf. At this time, the balance left on the account is valid and you are left responsible for payment.
 
GCU is committed to helping you earn your degree and we understand how important this goal is to you. There are options available to assist you in your current financial situation. These options include private loans, flexible payment plans, and we are willing to offer you a $1000 Back on Track adjustment to help with your outstanding balance.”
 
 
****** *******
Assistant Vice President

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Regards,

****** *****


 

To Whom It May Concern:

I never withdrew (discontinued) in the middle of an academic payment period. I took two weeks off back in 2011 and that break was done appropriately and according to Grand Canyon University's guidelines. October 21, 2012 was my last class that I was mandated to take under the student loans and with Grand Canyon University. According to screen shots attached to this message, it clearly shows that after an over payment of $1005.00 erroneously made on the behalf of Grand Canyon University to me that once the over payment was returned that I was financially clear. Meaning that I did not owe anymore money upon its return. The screen shot emails also prove that I was only certified for the remaining classes that were financed by my Student loans and Personality Psychology was not included in this certification in which my academic counselor ***** ******s says created the balance of $2420.00. The email screen shots specifically speak about not being able to be recertified because I failed the class twice and it unfortunately was an out-of-pocket expense on my behalf to pay and complete. There was no monies to return to lender after October 21, 2012. Clearly the emails attached shows cut and clear conversations between my finance counselor ***** ******s and myself. I do not owe Grand Canyon University $2420.00 and I did complete my academic year with the exception of the Personality Psychology Class in which I have to pay for myself. 

As previously stated in complaints against GCU in regards to this matter, I was at a $0.00 balance before a grade appeal in which an F was overturned to a B. Upon several conversations with ***** ******* I was reassured that if I lost the grade appeal then it would create a balance because it would have been considered a failed course and all monies upon a failing grade must be returned to lender. However, I did not lose the grade appeal but won the grade appeal and then this balance of $2420.00 appeared. Conversations pursued between my counselor ***** ******* and I before  she went on a leave of absence to have her baby. While ***** ******* was on leave of absence several conversations with other finance counselor ensued and no one was able to understand why I had the balance of $2420.00. So when I attempted several times to take my last Personality Psychology 255 Class I was repeatedly told that I couldn't take the class until a debt that I do not owe was settled. This pushed me past me the 6 months mark and was clearly not my fault because Grand Canyon University lacked communication amongst themselves. I would hope that in viewing thte emails that Grand Canyon University upholds its pledge of being committed to supporting its students (past or present students) on their educational journey. In all logical sense who gets down to the last class and decided not to finish? I have actively pursued my education since May 7, 2007 and it is only fair and right to do the right thing by clearing a debt I do not owe so that I can obtain my Bachelor of Science Degree in Psychology and move forward in my educational endeavors. I spent 5 and 1/2 years at your school in hopes of continuing my education but GCU has made my online experience with school a nightmare that I hope to one day wake up from.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

6/9/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I received a bill that requires me to pay around $900. I did not use the company's services.

Desired Settlement: I do not believe that I should pay this $900.

Business Response: Dear Mr. ****,
 
Grand Canyon University (“GCU”) is in receipt of your complaint and we value the opportunity to respond.  The issue has been reviewed by the Regional Director of Operations, ******* ***** and, based on that review, GCU has determined that your complaint was appropriately reviewed and is respectfully denied. This determination is based on the following information:
 
Our records indicate that you willfully re-enrolled in the Master of Education in Secondary Education starting on 03/07/2013. To enroll in this program, you were required to sign a series of documents that confirmed your understanding of all academic and financial responsibilities.
 
In addition, your graduation team also reviewed the academic and financial guidelines over the phone with you on 03/05/2013, prior to the start of your course. On 03/07/2013 you were walked to class by your Enrollment Counselor and you posted in your first class, UNV-501. Throughout your first week of class your enrollment counselor called you often to confirm that everything was going well, until 03/14th when you called your enrollment counselor to request to drop the course. On that same date, your enrollment counselor advised you of the financial repercussions of dropping a class. At that class, you decided to continue with the course. Your attendance in the course continued through 03/17/2013, which is your registered last date of attendance in the course attempted, UNV/501.
 
Grand Canyon University’s drop policy indicates that students will be responsible for 100% of the cost of the course when dropping courses after the first week of attendance. In your case, you dropped the course on the second week, which resulted in the full charge of the course ($1,220). In addition, you were charged the standard $100 learning management fee, which is the technology charge collected from every new student at the time of enrollment. Both charges combined equal a total of $1,320.
 
On 03/15th, $4,802 of financial aid funds were applied to your account; however you did not earn the full amount of the funds made available to you after dropping in the second week of your first course. Based on financial aid guidelines, you were eligible to keep $417 of the funds received and the remaining amount of the loans was returned to the lender. This left you with an unresolved balance in the amount off $903 with the University ($1,320 - $417 = $903). Please note that the $417 now exist in the form of a loan from the government to you and will need to be repaid.
 
In summary, the unresolved balance on your account is due from the educational services rendered to you during the class that you posted in and later dropped. The charges are correct and are justified by GCU’s drop policy which was explained to you prior to your decision to do drop your course. I would be happy to assist you to return to your degree program and I will offer you the opportunity to retake the course at no cost to you if you wish to return in the month of June. If his is something that you wish to pursue, please contact your Student Services Advisor, John Harvill at John.Harvill@gcu.edu.
 
GCU takes student complaints very seriously and does everything it can to resolve them in an amicable manner.  I hope the aforementioned information/actions will bring this matter to a satisfactory conclusion. 
 
Sincerely,
******* *****
Regional Director of Operations, College of Education

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/27/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I started atteding GCU in 2009. I was told that my program would be 3 years, however I became dissatisfied when the tuition kept going up. In February 2012 I decided after my last class I would withdraw and go to school locally. I informed my admissions counseler and he was upset and pleaded with me to stay. I said no. The day I withdrew I received a C in my last class and then I hit the key to withdraw from the school and order my transcript. Well the next day my C was changed to a F and I was told I owed the school $5000. I was horrified. I did not owe money before I withdrew and now that I did I owed $5000. No body can tell me why and they refused to release my transcripts. I owe $30,000 in loans and have nothing to show for it. On top of that they have turned me over to a collection agency and I am being harrassed daily by them.

Desired Settlement: I simply want my transcripts. I completed three years with GCU and I have thousands of dollars in loans I owe. I just want my transcripts.

Business Response: Dear Ms. ******,
 
Grand Canyon University (“GCU”) is in receipt of your complaint and we value the opportunity to respond.  The issue has been reviewed by *** ******, Regional Director of Operations (College of Education), and based on that review GCU has determined that your complaint was appropriately resolved. This determination is based on the following information:
 
Mr. ****** was able to speak with you on Monday (5/13/13) regarding your concerns. Mr. ****** summarized your complaint and allowed for you to provide additional information as needed. Mr. ****** was able to validate that your last class at GCU was actually EDU-310 ending on 2/19/12 in which you received a D. The previous class was the PSY-102 in which you received a C. At that time you did not have any further issues in regards to that part of the complaint.
 
Mr. ****** was then able to explain the reason for the balance. To summarize you had borrowed subsidized and unsubsidized loans with a total balance of $5156 that was returned to the lender because you withdrew from GCU. Mr. ****** stated that is why a balance was created, which was then sent to collections. Mr. ****** provided you the contact information for the collections agency (Reliant) so that you could contact them to arrange payment. Mr. ****** stated that once you are able to take care of the balance that GCU could release your transcripts at a future date.
 
GCU takes student complaints very seriously and does everything it can to resolve them in an amicable manner.  I hope the aforementioned information/actions will bring this matter to a satisfactory conclusion. 
 
Sincerely,
 
 
 
 
 
College of Education
Grand Canyon University

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/27/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Grand Canyon University recruited me as a potential student in 2010. I enrolled at this institution with the intention of obtaining my M.S. degree in Industrial and Organizational Psychology. Unfortunately, in my 3rd quarter, I became unemployed and unable to maintain my studies. I was completely honest with my academic counselor and informed him of the importance of returning to work, that I could not maintain my commitment to school and that obtaining employment was a priority. I dropped from the class through the school. The school did not process my drop correctly and has claimed there is no proof of my withdrawal. One year later, I have an outstanding bill of 3,600 dollars plus. Please help.

Business Response: Dear Ms. *******
 
Grand Canyon University (“GCU”) is in receipt of your complaint and we value the opportunity to respond.  The issue has been reviewed by the ******* *** who is the Regional Director of Operations and, based on that review, GCU has determined that your complaint was appropriately resolved. This determination is based on the following information:
 
Ms. ******’s balance is due to her withdrawing from two courses and failing one course. The two courses she withdrew from were not within the refund period. Our policy states students who drop/withdraw from a course/all courses are eligible for the following refund: Before Week 1-100% tuition refund, During Week 1-75% tuition refund, During or after Week 2-No refund. When Ms. ****** requested to withdraw from both classes she did so past the 2 week mark in each class which meant that she was responsible for all of the tuition charges.   
 
GCU takes student complaints very seriously and does everything it can to resolve them in an amicable manner.  I hope the aforementioned information/actions will bring this matter to a satisfactory conclusion. 
 
Sincerely,
 
 
******* ***
Ken Blanchard College of Business
College of Arts and Sciences
Grand Canyon University

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/14/2013 Problems with Product/Service
4/25/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My girlfriend filled out a job application online, and we have been receiving phone solicitations from Grand Canyon University ever since. My girlfriend and I have asked them on several occations to please take our numbers off their call list. Just yesterday I asked them to stop calling my cell phone. The woman said she would take me off their list. Later that evening, I received another call. I told her that I had asked to be taken off their list earlier that same day. She said she would take care of it. Less than 30 seconds later, we received a call from them on our house phone. My girlfriend again told them we are not interested and to please stop calling, or we would report them to the BBB. I received another call this morning at 11:50 am. This is getting out of hand.

Desired Settlement: Simple. Do not contact me or my girlfriend again. Remove my phone numbers from their call list.

Business Response: Grand Canyon University (the “University”) is in receipt of the complaint filed by Mr. *** ***** and values the opportunity to respond and resolve the issues presented in his complaint.

The University has taken the appropriate steps to remove all contact information from the University’s contact database.  The University apologizes for any inconvenience this has caused.


Mr. ******* will no longer be contacted by the University. 

Regards,

****** *******
Grand Canyon University

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/15/2013 Advertising/Sales Issues | Complaint Details Unavailable
3/22/2013 Problems with Product/Service
3/9/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I enrolled in the Master’s program at Grand Canyon University (GCU) in November 2012. During my face-to-face meeting with my financial advisor ******* *******, we established the following facts: 1)I received $5,000 in federal student loans that was received by Grand Canyon University 2)GCU issued a disbursement check of $611 to me in December 5, 2012 3)GCU applied the remaining $4,389 to my tuition Now here’s the problem. I have decided to not continue taking classes with Grand Canyon University for a number of reasons. I have made the decision to enroll in a Master’s program with my alma mater ******** ******* University.   I went to GCU for a face-to-face meeting on Monday, January 28, 2013. I informed my financial advisor that I didn’t want to continue taking classes at GCU for a multitude of reasons, including my dissatisfaction with the online learning experience versus a physical classroom. I simply do not feel that the quality of education in an online classroom can compare to an actual physical classroom. Another major reason is financial. The cost for a Master’s degree at GCU is almost double the tuition at my alma mater ***. I listed these reasons for my financial advisor *******. I expressly told him I didn’t want to continue my education at GCU. I wanted to finish the current class I was enrolled in, and that’s it. The remaining funds should either be returned to the government or disbursed to me. But Grand Canyon is trying to manipulate the situation and make it really confusing so that they keep all of my financial aid, no matter what. At no time did ******* ******* give me an opportunity to complete an Official Withdrawal Form and I certainly didn’t get confirmation that it has been submitted to University Services.   At this point I demand that I receive confirmation immediately that the remaining funds will either be returned to the government or disbursed to me

Desired Settlement: The remaining $1,972.91 should either be returned to the government or disbursed in a check to me. But Grand Canyon is trying to manipulate the situation and make it really confusing so that they keep all of my financial aid, no matter what. They are simply trying to keep for a class im not going to take. I need confirmation grand canyon will let me withdrawal from their school and return my student loan funds!

Business Response:

The account was reviewed by the College of Business/Arts & Sciences. Upon a brief conversation with ***** over the phone we had an opportunity to clear up the confusion regarding her account. She is more comfortable with the overall details of what will transpire with her funds once she is no longer a student with GCU. GCU will be providing her additional itemized details via email within 24hrs, as promised per our conversation.

It was *****’s belief that GCU was, and would, keep Financial Aid funding for future courses that she had no intention of taking.

Findings

Grand Canyon University records indicate that the student wishes to withdraw from her current graduate program. She has completed her first course of study successfully and is currently active in her second course. The student was unclear regarding Financial Aid funds that had been applied to her account, and the amount that would be returned to the lender after she withdrew. A conversation with her finance counselor lead to additional confusion regarding the calculations to determine how financial aid is earned within payment periods as it pertains to borrower-based academic year (BBAY).

Once ***** successfully completes and is graded on her current course, the GCU Office of Financial Aid will conduct a standard return to lender calculation on the account. Any monies not earned through student attendance or successful class grades will be returned to the lender.

Resolution

At her request, GCU has sent an itemized ledger breakdown to ***** outlining the estimated return amounts upon her successful completion of the current course. ***** has the number for the Regional Director of Operations and the Finance Manager for her account if any additional questions should arise.


***** ******
Associate Vice President
Buiness and Liberal Arts
Grand Canyon Univerisity

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/6/2013 Advertising/Sales Issues | Complaint Details Unavailable
1/30/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I attended GCU and I officially finished my classes on Sept.10,2012. When the academic conselor had scheduled my classes and I was left with one lingering class. I used student loans as my financial aid source. Student loan does not pay for a single class. I had to pay for tuition which was $2000.00(two thousand dollars). I did receive a partial tution and I was responsible for $1400.00(fourteen hundred). I started a payment plan of 100.00 per month. GCU agreeded with the amount. I have a fixed income for my household income. I never missed a payment and I have never been late. GCU called me in December and wanted to know if I would like to go to graduate school at GCU. The rep. claimed that the college would see if they could help me with the balance. The CSR rep. called me on January 16,2013 and I expressed that I did not want to attend GCU;that I had applied at another college. She then told me that I was in Collection. On Friday, Jan. 18, 2013, I received a Collection letter stating that I have a past due balance of $900.00 and that GCU is looking for an immediate payment. I can not understand why I am in collection if the school agreed for me to pay this amount. They are now claiming that since I was a student then they gave me the option to make payments but, now since I am not a student; the money is NOW DUE. Thank you for any help that you can give.

Desired Settlement: I believe that the Univesity should allow me to continue the payments just as we had first stated. I am not fincially able to pay any additional money because I onlly receive a monthly pension check.

Business Response: I had a chance to personally speak with ******* and have resolved the issue.
 
Ms. ******* *****’s account had been purged to the University’s Internal Collections department and should not have been. The account was pulled per a normally scheduled sweep of aging outstanding balances to the collections department. In cases where payment arrangements have been negotiated those accounts are normally withheld from scheduled collection sweeps. There was no relationship between her entering a graduate program with the University, and Ms. *****’s account being moved to collections. Both instances were independent of each other.

The payment arraignments are still in place and Ms. ***** will make monthly installments of $100 until the $900.00 balance is satisfied. The account is no longer in collections and the total amount is not due at one time. 

Ms. ***** has my personal number for further assistance if needed and she is happy with the outcome.

Thank You
***** ******
Associate Vice President
Grand Canyon University

BBB's Final Determination: Consumer accepted resolution offered by the business.

1/28/2013 Problems with Product/Service
1/21/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I am a recent graduate of Grand Canyon University. I requested an unofficial transcript on December 28, 2012. I called the transcripts' department at GCU and was told by a male representative that because I have an unpaid balance I must obtain an unofficial transcript from my academic counselor. Upon calling and subsequently emailing **** **********, my academic counselor during my enrollment, I was told via email that she could not provide me with an unofficial, nor official, transcript, due to the balance on my account. I responded by asking where the policy on unofficial transcript requests was located because I was unable to locate it on the school's website. After this email communication, I did not receive a followup from **** **********. Upon further investigation on the US Department of Education website, I learned that under FERPA, the GCU is required by law to allow me to review my academic records, which includes an unofficial copy of my transcript. According to FERPA, GCU is in direct violation of a federal law. I would like to have a copy of my unofficial transcript forwarded to me ASAP.

Desired Settlement: I need a unofficial transcript forwarded to me via mail and/or email.

Business Response: The customer concern received from the Better Business Bureau concerning Andrea Ivory, has been resolved. Upon review, the issue stemmed from an internal miscommunication from the customer service representative to the student. Andrea has been contact and provided with a copy of their unofficial transcripts as requested. The communication issue has been addressed and corrected to ensure no future issues concerning unofficial transcript requests.  


***** ******
Academic Counseling Manager
Grand Canyon University


BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/7/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have been attending GCU for about two months now, at first i was told my financial aid was not completed after the first week, so i then told them that i would transfer out because i got a comfirmation from financial aid stating that it was approved, then i was told that it may not cover everything so i should take out a loan i told them no and i filed an complaint because i felt like they just wanted more money, after the bbb contacted them they told me that my financial aid was approved and it should along with my teachers grant should take care of this school year. now i get a call today and the person i spoke with no longer work there and my financial aid and teachers grant is not enough and i will owe five thousand dollars at the end of the school years this is the third time i was told something different about school tuition one person tell me everything is paid in full and another tells me i will owe money . Twice i wanted to transfer out and was told not to because everything was ok, but it's not their business practice are not ethical and they have a few complaints about this with bbb on record.

Desired Settlement: I want to leave this school owing nothing and their practice should be looked into they are taking adventage of people that's trying to futher their education.

Business Response:
****** ********, finance manager, explained to Ms. ******** what she does owe and what options are available to her. Ms. ********'s concerns is that she thought she would be able to use grants and scholarships to pay for school. She thought she would be able to receive 100% of the Teach grant; however, due to her incoming GPA only qualified for a portion. That also assumes she satisfies the GPA requirements of the current payment period. The long and short is she is coming up with an out-of-pocket, and again she will not agree to a 2nd method of payment that
does not involve grants and scholarships.

The conversation ended with Ms. ******** wanting to leave GCU and requesting her official transcripts. ****** did explain that she would need
to have her balance paid in full to request her official transcripts. She also recommended to ******** to complete the current course so that she could
possibly transfer those credits too.

Based on a thorough research of her notes in CRM and listening to what calls we do have recorded on file we did not find any evidence of any misleading practices regarding her balance.

Thanks,

*** ****** 
Regional Director of Operations 

***

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/7/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: For the last two classes, I've called my academic counselor and financial counselor at Grand Canyon University multiple times and discussed with them the fact that my father had cancer and that I was taking care of him. I even asked if I could withdraw from my classes for a time. I was encouraged not to do that. Then, I submitted my paperwork for my benchmark assessment on my next to last class. My instructor refused to except it because it was not signed by the teacher. I attempted to email the instructor with my attempts to obtain the neccessary signature. My instructor refused to email me back. When I told my AC, she advised that nothing could be done because my communication was not posted in loudcloud. I advised that I couldn't do that because the class was over and loudcloud will not allow posting to the instructor when the class was complete. While all this was happening, I was already in my next class. I was doing fine until the end of the class. The last two weeks of the class I began trying to contact my team to work on the team assignment due week 8. No response was given. On the last day of class, I called the instructor. The instructor advised me that my classmates had dropped from the class and I would have to complete the entire team assignment by myself. I was not ever EVER notified of the dropping of my classmates. Since it was the last day, there was nothing that I could do. I ended up failing the class due to the instructors failure to do their job. I'm so angry because of these two things. I have now been put on academic suspension for 6 months.

Desired Settlement: I would like the school to adjust the grades for the two classes. If additional work is neccessary that's fine. They just need to let me know and give me adequate time to complete it. I also feel that any balance should be taken care of by the school. I've paid a lot of money for school and I feel that it's only appropriate when an error is made...that they accept responsibility for that.

Business Response: The University has attempted to reach Ms. ***** ******** via phone and email to discuss her concerns.  From what I see she did have 2 non passing
grades back to back which did cause suspension.  We will not be able to change the grades per her request; however when the dismissal period is up I
would be willing to work with her to retake the courses that were no passed the first time around to build her GPA back up and I will also attempt to assist
her financially as she currently would owe for 2 non passing courses ($4080).

I will let you know if/when she contacts me back.

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

Regional Director of Operations-
College of Education

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/28/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Grand Canyon University staff including deans, faculty, safety personnel, and various others have been abusive, intimidating, and harrassing in their conduct to me. For several months I have been the target of baseless and groundless attacks including religious discrimination. The Arizona Attorney General is involved because I am not considered Christian and have been retalliated several times from this institution. I am one class away from graduating, with my MPA degree from the College of Business. This university has wrongfully assumed and charged me with various false accounts. Everytime I document the truth using their appeal forms, the university wrongfully denies my claims, and charges me wrongfully again. Thus, I can never get a desirable outcome and the school covers itself and doesn't care who they hurt. It is a never ending nightmare! This has been going on for several months. They are calling me about a $4000.00+ tuition bill, yet they won't let me take my last class in peace. They maliciously attack me without cause. They are playing by their own set of rules, not reality. The Office of Academic Compliance has not been honest, ethical or fair. They have an abusive authority and they are not acting with compassion. They have not acted with any characteristics of the one they claim to represent - Jesus Christ as a Christian University. I was published in the Spring Commencement Graduation Ceremony 2012 and recognized as a graduate from the *** ********* College of Business, yet they will not allow me to graduate and move on with life. They are simply bent on getting money without providing services from faculty who care about students. The bottom line: I have been treated like a second class citizen, abused and threatened by their abusive staff. Their lies, greed and mistrust prove that they have a hidden agenda. I cannot stand deceptive business practices and as a true Christian I will not be mocked by this evil institution bent on destructive behavior. The Constitution mandates students have freedom of speech and protection from religious attacks and bullying. This instituition rots from the head down...

Desired Settlement: I request to finish my last class, and receive my diploma, as a graduate from Grand Canyon University. I request all student records be rescinded and destroyed that are false about me. I request an apology from Grand Canyon University for injuring me, harrassment, intimidation, threats and disregard for my requests since the inception of these problems.

Business Response: Mr. ******* *******'s balance is streaming from 1/12/12 for a non-passing grade for ******* of $14.92, withdrawn course 3/8/12 ADM/*** $2007.44, and ADM/*** on 7/5/12 of $2292.91 for the course Mr. ******* was brought back into. Per the discussion with Mr. *******, he was going to apply the stipend of $3291.20 back on account to bring account current and set up payment arrangements for the remaining balance Mr. ******* would have left over due to needing an additional course. Funds were never placed back on account as agreed with Mr. ******* and then Mr. ******* was dismissed and was not able to return. Therefore balance was not resolved and moved to collections.

***** *******
Regional Director of Operations
Grand Canyon University



BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/24/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I applied for financial aid to attend Grand Canyon University online in July, 2009. I was accepted, received enough aid to pay for the courses I was advised to take to finish and get my Bachelors in Applied Science. At the end of my studies, I was advised that I only needed 4 credits to complete my studies, but had to take an additional 4credits because the course I needed was part of a two course package. In April of 2011 as I was completing the last course, I was sent a graduation package, which included congratulations for being an A student, the time of graduation and so forth. After paying for graduation and completing my course,instead of my diploma, I received a bill owing for the last two courses.I was also informed of needing an additional 1.8 credits to receive my degree when I called the ad visor.I called to inquire about the bill and was informed that they sent the rest of my loan back to the loan company. My question was; why would you send the loan back if I needed to take another course to complete, but they couldn't answer my question. I repeatedly called my original ad-visor whom I found out was no longer employed there. There was never a stable ad-visor on call. I either got a voice mail or was transferred to a new counselor/ ad visor which changed every time I called. I emailed, called and did everything to resolve this problem. Online classes were assigned by the ad visor each semester and I followed up each time to make sure I was on track. I took the classes that would complete my degree(according to the ad visor),borrowed sufficient aid to pay for my courses, paid for graduation when requested and now I have no degree (which I was seeking to get a better job),outstanding loans and they won't release my transcript because of a bill that they should have paid.I want them to be responsible for their mistake, honor my time required by them to complete the classes and give me my diploma. I did what was required of me; they made the error.

Desired Settlement: I want my BS degree that I studied for while at student at GCU, my transcripts to show the employers when I continue my job search and that they stop billing me because they had sufficient loans to pay for my courses. I want them held accountable for their mistake. I have the saved emails and I can show the phone calls made to get an understanding. I feel like it was a waste of my time if they made the error, admitted it and now won't be responsible. Where is the integrity?

Business Response:

Please see the below response for the complaint submitted from the above referenced student:

We will try to get a hold of ******* again today to inform him that he still needs to complete 2 more credits to fulfill his degree and he will still need to pay back the balance on his account.

See summary below:

We reviewed *******’s file, he submitted this complaint to ****** ******** on 7/18/2011 which we relayed the same info to the student regarding his over-award. The student did receive $11,188 in stipends for the academic year which the military discount was not factored into his cost of attendance. The FC and OFA worked together to have this adjusted, which resulted in GCU returning a portion of his financial aid which resulted in a balance (since he had already received stipends). The amount of funding which was returned was approximately $4,478 from his unsubsidized so we could factor in the military discount.

The first time he was informed about the over-award was on 2/23/11, then multiple attempts were made in March and on 3/15/11 the student was informed by another FC that he had an over-award which resulted in a balance.  On 5/31/11 the student was notified about the additional credits needed to fulfill his degree program. On 7/8/11 the student was looking to be re-entered to complete the final credits, and was asked to setup a payment plan to resolve the balance from the over-award, then again on 7/15/11 he was told he would need a payment plan setup to cover the current balance which the call was disconnected. Then the complaint was sent to ****** on 7/18/11 which is virtually the same complaint, see CRM notes below from ****** ********:

CRM 7/18/11 Email from Student:

Hi, my name is ******* ****,ID #******* I attended Grand Canyon University from July, 2009 until April of 2011 and completed the registered classes that I needed to receive my BS in Applied Science. I was told I needed 120 credits to complete a bachelor's which included my transfered credits. I took all of the classes required, acquired financial aid, enough to pay for my classes and paid for my graduation as requested.

Now I am getting the run around from your financial aid office stating that I owe a balance and can't get my transcript or my diploma because they failed to apply the remaining of my financial aid to my last class, sent me part of the balance and mailed the rest back to the loan company. That was not my error and I feel someone from that office is responsible; I should not be punished for their mistake. As far as the academic side, I'm also being told that I need to take 2 more credits to complete my bachelor's. at some point when GCU upgraded, the courses became 4 credits instead of 3 that they were when I started.

As you know they register online students for the classes, send you the information via email and classes begin. I took all of the classes assigned to me from the counselor including the last class which they told me to take because it was part of the package of the class previously. I didn't need the class but you couldn't take one without the other. I received a letter from the President of this school congratulating me on completing my bachelors and making the President's list. I also received graduating information, paid for my graduation and received a confirmation via email of the graduation payment.

I continued my education at GCU in order to get a better job; the opportunity has been offered to me but I can't get the information I need faxed to the company ready to hire me because of GCU employee errors. I was really proud to announce that I had completed my studies, but now because of the mistakes stemmed from the financial aid

This was assigned to our team from SuperTeam 9 on 6/23/11.

 

Thank You

****** ****

Regional Director of Operations

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Regards,

******* ****


 

 I maintained constant contact with the counselors at Grand Canyon University GCU)  in regards to my progress and the remaining credits needed to satisfy my requirements for a bachelor degree. I was told that I had enough, however,  the last classes that I would be taken the AMP-492 Organizational Change & Development which I took in October of 2010, PCS-450 Project Management in December of 2010, and PCS- 495 Action Research which started February of 2011, where a package deal, that could not be broken up. So instead of finishing in February, I would have to continue attending classes until the month of April 2011. I would have more than the required credits,but I was told I had no choice. I constantly checked my credit and the application of monies to pay for my classes. I was constantly assured and reassured that everything was fine and congratulations on my achievement. Then  I received a letter stating I owed some $3011.00. I called and was told they sent monies back to the lending institution  instead of paying for my classes. Two weeks later the amount was changed to $2188.00., There was always a long wait when I asked to speak to a manager or I was told that they were not available, I was also told that it would not change anything This was all created due to their incompetence and I do not believe they are all telling the truth. I was informed that  my carefully calculated credit hours had somehow been miscalculated and instead of having more credits than I needed, I was short by 1.8 credit hours, which was not revealed to me until May of 2012. I was not informed about a shortage of credit hours until they realized I was not going to send them any amount of money just because they insisted. Why would I when I did not borrow any money from them.  I called the military counselor, and was told that is highly unlikely  that the credit hours for the classes would be calculated wrong and that I could request an audit.  I did, and was informed that it wouldn't' take long and I would be contacted as soon as they found the problem. No one contacted me with any results on their findings, just continual harassment about unpaid tuition. I finished the courses required of me and I want my Diploma and transcripts. I did exactly as requested from GCU when  I applied, but  they did not render the services they offered. I owe thousands of dollars to an institution and for nothing. I finished school; I do not owe GCU, GCU owes me and I am not satisfied with their answer. It is not the truth!



 

Business Response:

Mr. **** ********* spoke with ******* **** and went over his account with him. Mr. **** was upset and not understanding why he was being required to complete two additional upper division credits and why he owed a balance on his account. Mr. ********* explained to the student that when students become close to fulfilling their degree requirements that our Office of Academic Records will review the account to ensure he has fulfilled all credit requirements. When his file was reviewed it was determined that he had 34 of the 36 required credits to complete his degree program. Mr. **** was made aware that he needed two additional upper division credits in April of 2011. Mr. **** called in 10 times between April 2011 and July 2011 attempting to get scheduled for the two remaining credits which clearly shows he was aware of what he needed to do to graduate. Mr. ********* and his team were never able to get Mr. **** financially cleared because he was unwilling to make a payment plan to resolve the balance. Mr. ********* advised him that we would scholarship the two remaining credits once he resolved his current balance with external collections.

 

Mr. ********* also explained to Mr. **** that his account was placed into collections and our internal team was unable to setup payment arrangements so they sent his file to an external collections agency by the name of Reliant. The balance was due to a return of funds to have the military discount factored in (the student received approximately $11,000 in stipends) so when our Office of Financial Aid reviewed his student account and determined they needed to return a portion of his financial aid it resulted in a balance on his student account. Mr. ********* explained to Mr. **** that we attempted to contact him numerous times to resolve his balance by setting up a payment plan and to get him scheduled for the remaining two credits.

 

Mr. **** also claimed in his email that he has already taken classes he did not need. Mr. *********  advised him that the only courses he was scheduled for were listed as required courses on the enrollment agreement he signed.

 

The student submitted this same complain back in July of 2011; Mr. *********, and colleagues relayed the same response to Mr. ****. When Mr. ********* spoke with Mr. ****, he asked him if he had any other questions as we have responded to this complaint with the same consistent answer since this was first brought to GCU’s attention; the student hung up the phone midsentence.

 

Thank You,

****** ****

Regional Director of Operations

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

12/21/2012 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I started my classes with GCU around Febuary 2012. Since then I've had problems with the counslors getting back to me, in my fourth class they changed the system on me. I had no idea how to contact the instructor for help on my assignments. I was turning in all my assignments on time and would get them back with comments that made no sense to me since I did exactly as the instructions said. I ended up failing my class and am now being charged with a $1800 payment that needs to be paid within six months. So I called my counslor for an explanation on why this is happening, the counslors would throw me around to each other, no one wanted to explain why I was getting letters saying I had three more classes to raise my grade and they just kicked me out of school all together. I ended up speaking to the manager of the finance department and he was extremly rude to me, all he wanted was the money and didn't care that I am not financially stable at the moment and can't be making a $300 payment each month. I did research on this school to see if I was the only one who was experiancing this issue. It seems as if mostly all the reviews were of former students who had the same problem as me. They mentioned the school would pass you your first couple classes then fail you on perpose to get more money from you. I explained I have no problem doing payments but I can only afford $20 a month. If they did do this on purpose as it said on their reviews I should not have to pay so much for something I didn't do myself.

Desired Settlement: I would like to get the payment lowered or completly taken off if possible. This school is just after money and i don't have money to just be throwing away like that.

Business Response:

I did attempt to reach ****** and left her a voice message as well as an email letting her know to reach out to me at her earliest convenience.  I will let everyone know when she replies and what the end result is.

 

Thanks,

Business Response:

****** and I exchanged voice messages and in the meantime the FC has reached out to her via email.  They have been communicating back and forth regarding payment options for her existing balance of $584.  I think it is somewhat of a misunderstanding but the Finance Counselor has been in communication and we are going to attempt to get her on the phone to explain the balance and then resolve it.

 

I will keep you posted.

 

Thank you,

 

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

Regional Director of Operations- College of Education

Northwest Division

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/30/2012 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: GCU is all about money they wanted me to verify my financial aid i did so several times but they kept giving me excuse now they told me they could not verify my financial because i fill the form out incorrectly and they sent me over to collecton. i was approve for financial aid i filled out they verification form more than a dozen times i think this is a scam to get the students like myself money, i dont owe them anything.

Desired Settlement: i would them to clear the so call debt and we both go our own ways i attend their school for less than a month and all this time was under the impression i had financial aid when i refuse to fill out the verification form again that's when i was told i dont have financial aid.

Business Response:

*** ****** spoke with ******** ********. Ms. ******** had some frustrations with the financial aid process regarding sending us her tax verification form. Ms. ******** also voiced some concerns regarding her assigned Finance Councelor.

****** ******** , a GCU Finance Manager,  was able to speak with Ms. ******** on Friday 11/9. Per her request ****** reassigned her to a different FC/AC team. Ms. ******** is satisfied with the resolution.

Per Ms. ******** request Mr. ****** will also be reviewing call recordings to validate if any coaching/corrective action is required for the previous assigned FC.

Regards,

*** ******

Regional Director of Operations

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/29/2012 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: On September 9, 2012 or around that time, my online class at Grand Canyon University came to an end. Due to congressional changes in pell grants, my funding was denied. My student loans also had reached their loan limit amounts. Therefore, I request for a scholarship to be awarded to me based on academic performance. Although advertised all over GCU website for acedmic scholarships, I was denied for it solely because I am a online student. This is my first form of complaint that I being discriminate against. After being denied this funding, I arranged for payment agreement to commence in September. I was told that while my payments were being made I continue to take my class. That did not happen. I was unenrolled without any notice or explanation of the process from my financial aid counselor or the school. I was assured that the Perkins loan credit on my account would continue to sit until i reached the registration amount needed for the next class. So, I still had partial funding from a Perkins loan of a credit of 534.59. All this time, I was lead to believe by my financial aid counselor that all I had to do was continue to make my monthly payments. October 1, 2012, I made a 250.00 payment. It then gave me a credit of $784.59. I emailed and call my financial counselor to see if that was enough to schedule my class and continue to make my monthly payments. He said no despite the fact prior to that day he was willing to schedule my classes. So now, I was told that the funding or the credit of $784.00 would remain on the account until my payments accumulated to the neccesary $1400.00 needed to schedule my next class. This also did not happen and with again no warning or explanation. I went from a $784.00 credit to oweing a bill of 549.41. Upon discovery of this, I contacted the financial Aid department on October 5, 2012. I was told my representative ***** that my financial aid counselor was out and so was his manager. ***** said that they both would return on Monday, October 8,2012.

Desired Settlement: On October 8, 2012, I spoke with my financial Aid counselor who had no resolution for my situation and all he could do was apologize for not informing of the process.I explained to him that was unacceptable because I am a disabled student. I get $755.00 from social security and I am considered to below poverty. I can't afford because of him not informing me to go from a credit $784.00 to a bill of 549.91. I asking that the funding be replaced so I can enroll in my classes without a set back.

Business Response:

Please see the below response for the above referenced complaint from Ms. ****** ******.

In this matter, on October the 8th our Finance Counseling Manager addressed the concern and questions posed by Ms. ******. It was explained that the Perkins funds had to be returned based on being ineligible for the loan due to a lack of attendance. The Perkins loans are eligible to be brought back on account and help with balance resolution as soon as we are able to build a new schedule and have her back in attendance. We are not able to place Ms. ****** back into attendance, however, until a valid payment arrangement for the balance of future classes and the award amount of future Perkins loans. At this time, as was previously explained, to move forward a payment arrangement to cover $615 will bring her to a point of being able to move forward.

Regards,

***** *****

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Regards,

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


I made a payment arrangement with them at the ending of my last class session. They didn't honor it and pulled the loan back and left me a balance 549.00 to pay.  In speaking to ****** ******** manager after her very,. very long vacation she never offered me a payment arrangement. She did explain that I was stuck paying the 549.00, then i had to provide an additional 680.00 dollars before they would return my funding, but she did not offer a payment arrangment.  If she would have said Ms. ****** lets make a payment arrangement plan and get back and school, then I would took it but she never offered that as an option. Had she done this, there would been no reason to file this grievance. This is number one thing when dealing with Grand Canyon University. They  always provided false or misleading information to me. This is why nothing can proceed smoothly with me in getting my degree. If they call me to set up apayment arrangement or give me specific contact person to resolve this issue, then I will dismiss this grievance.

 

Business Response:

In this matter, on October the 8th our Finance Counseling Manager addressed the concern and questions posed by Ms. ******. It was explained that the Perkins funds had to be returned based on being ineligible for the loan due to a lack of attendance. The Perkins loans are eligible to be brought back on account and help with balance resolution as soon as we are able to build a new schedule and have her back in attendance. We are not able to place Ms. ****** back into attendance, however, until a valid payment arrangement for the balance of future classes and the award amount of future Perkins loans. At this time, as was previously explained, to move forward a payment arrangement to cover $615 will bring her to a point of being able to move forward.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

11/26/2012 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I would like to submit a formal complaint against Grand Canyon University (GCU) for the mishandling of my financial awards. The award date of my financial aid was indicated on my GCU account as May 6, 2012, but as of July 3, 2012 no credit existed against my balance on my account. I notified my Financial Advisor via email and was told the award date was incorrect and it would be posted to my account. On July 6, 2012, I contacted my Financial Advisor again who stated she would contact the Office of Financial Aid again regarding the issue. I was then told my financial aid would post two weeks after the start date of my next class which started on July 17, 2012. As of today, July 30, 2012, my financial aid still has not posted to my account. I have contacted my Financial Advisor who once again says she will contact the Office of Financial Aid.There have been numerous issues with the handling of my financial aid at GCU.

Desired Settlement: I would like my financial aid applied to my account immediately and a stipend mailed to me right away. In the meantime, I will finish my current course and will transfer to another financial institution.

Business Response:

Grand Canyon University (the “University”) is in receipt of the above-referenced complaint.  The University takes all student complaints seriously and values the opportunity to respond.  The University is in contact with Ms. ******** ****** regarding her issue. The University follows strict federal guidelines regarding attendance and federal aid disbursements. Ms. ****** withdrew from FIN 350 which off-set her academic year per federal guidelines, in order to complete this academic year she would need to register and successfully complete one more class. From 10/10/2011 until 12/4/2011 Ms. ****** was not registered for any classes. On 12/5/2011 she re-registered and successfully completed FIN 350. Per federal guidelines, this completed her academic year but the disbursements thereafter would be off-set by 8 weeks because of the brief period of not taking any classes. For the current year Ms. ******’s disbursements were received on 7/31/2012 the stipend (if any) will be mailed out no later than 14 days of receipt of the disbursement from the University.

Sincerely,

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

General Counsel

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

As it stands, Grand Canyon University was inevitably unable to provide an explanation to my concerns surrounding my financial status. To date, I am still unable to obtain an accurate explanation by my Financial Advisor regarding my account status. As a result, I have formally withdrawn my enrollment at Grand Canyon University and will attend an alternate university.

Regards,

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

Business Response:

Below is the response to the additional comments submitted to the Better Business Bureau from Ms. ******

Initial response to Ms. ****** on account breakdown is still accurate for the Initial Academic Year start date of 1/10/11. However, I have made the necessary corrections to the account breakdown for the 2nd Academic Year start date due to student receiving a non passing grade and having funds returned to the lender since out last correspondence with the student..

Student started on 1/10/11.

Initial AY started on 1/10/11-12/4/11. Due to student withdrawing from 10/10/11-12/4/11 course the payment period was extended so the initial AY was from 1/10/11-2/12/12.  Student received all disbursements for initial academic year as scheduled.

1/10/11-3/6/11 -UNIV/303

3/7/11-4/24/11 -CWV/101

4/25/11-6/12/11- MKT/245

6/13/11-7/31/11- ACC/250

8/1/11-9/25/11- BUS/340

10/10/11-12/4/11- FIN/350- Withdrew

12/5/11-2/12/12- FIN/350

1st Disbursement 1/25/11 &1/31/11- $6220

Stipend sent 2/10/11- $922.90

Covered

1/10/11-3/6/11 -UNIV/303

3/7/11-4/24/11 -CWV/101

4/25/11-6/12/11- MKT/245

2nd Disbursement 6/28/11-$6220

Stipend sent 7/11/11-$360.17

Covered

6/13/11-7/31/11- ACC/250

8/1/11-9/25/11- BUS/340

10/10/11-12/4/11- FIN/350- Withdrew

12/5/11-2/12/12- FIN/350

Second Academic Year started on 2/13/12-1/13/13 for student. Breakdown of original breakdown is below.

AY 2 started on 2/13/12-1/13/13- Full schedule below (as of 8/6/12)

2/13/12-4/1/12-  SOC/102

4/2/12-5/20/12- PSY/225

5/21/12-7/8/12- SOC/220

7/16/12-9/9/12- SOC/315

9/10/12-11/4/12- SOC/320

11/5/12-1/13/13- SOC/415

1st Disbursement 3/14/12-$6220

Stipend sent 3/22/12-$530.47

Covered

2/13/12-4/1/12-  SOC/102

4/2/12-5/20/12- PSY/225

5/21/12-7/8/12- SOC/220

Due to student’s 1st payment period being extended and the 2nd academic year not starting until 2/13/12 student had to complete a total of 12 credits in the first half of the disbursement period before 2nd half of funds would release. Due to that, the student was not eligible for the 2nd half of funds until 7/16/12 which starts the 2nd half of the disbursement period for the 2nd academic year. In order for 2nd half disbursement to release the grade for the SOC/220 course that student completed on 7/8/12 would have to be posted as well as student earning the required week requirements for the 1st half of the academic year. Once our Office of Financial Aid was able to confirm those steps the student funds were flagged to release and released on the account on 7/31/12.

Student did receive a non passing grade since our last breakdown therefore the schedule is as follows;

2/13/12-4/1/12-  SOC/102

4/2/12-5/20/12- PSY/225

5/21/12-7/8/12- SOC/220

7/16/12-9/9/12- SOC/315

2nd Disbursement 7/31/12-$6220

Stipend sent 8/7/12- $471.04

Covered

7/16/12-9/9/12- SOC/315

Due to student receiving a non passing grade and not continuing the 9/10/12 (SOC/320) and 11/5/12 (SOC/415) courses have been removed. Due to student going out of attendance more than 14 days a recalculation was completed and our Office of Financial Aid returned $4,359 in funds back to the lender. Leaving a balance on the account of $564.00 that is the students responsibility to pay.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

11/15/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My daughter **** ****** was contacted by telephone by Grand Canyon University to enroll in online classes. Grand Canyon University enrolled her and filled out her fafsa online for her. My daughter was diagnosed with a disease called Moya Moya which she is not competent enough to make decisions regarding her well being. Due to my daughter not being able to make decisions a power of attorney was granted to me in which I provided a copy to the university. I informed the university that my daughter enrolled in these classes without my knowledge and that she cannot sign for anything regarding herself due to me having power of attorney over her. The school was notified by Lisa did not want any loans. When I looked at Lisa's account she had loans on there that could not be denied there was no way not to accept the loans on the account. I have contacted several people with the university to disenroll my daughter from the university and have yet to get a response from anyone. The people I have contacted was Bridget Narango and Leah Langstaff and they have refused to return my call. I was able to speak with Jed Davis on September 12, 2012 at 11:18 am eastern daylight time, he stated that he was advised not to talk to me or Lisa concerning this matter. Mr. Jack Faskett received the power of attorney and instead of contacting me he proceeded to contact Lisa. I have exhausted all measures of contact with the school and like help in resolving this matter.

Desired Settlement: I would like to school to refund the federal government back the grants and loan money they received.

Business Response:

Thank you for then information, the University is in reciept of the complaint from the above referenced student and are working to get this issue resolved.

 

Regards,

Brian Roberts

BBB's Final Determination: Consumer accepted resolution offered by the business.

11/15/2012 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I was advised by my finance counselor that the cost of a class I had to drop due to medical reasons was taken care of and I would not be responsible for the charges. A few months later I received a bill and was told this was not the case because I was no longer taking classes there. I have in contact with ******** *** who was suppose to take care of the issue however he has stopped contacting me and is not returning my phone calls and emails. It is not appropriate that they can give the assistance and then take it back because I did not take a class on semester. This is all very unethical and not legal. I need assistance getting this billing issue taken care of because they have stopped responding and assisting with the matter.

Desired Settlement: I would like for them to keep the agreement I had with their finance consoler and take care of the balance of the class seeing I had to withdraw due to medical reasons.

Business Response:

Grand Canyon University (the “University”) is in receipt of the above-referenced complaint.  The University takes all student complaints seriously and values the opportunity to respond.  The University’s Regional Director of Operations ***** ******** will contact Ms. ******* ******* regarding her issue. If Mr. ******** and Ms. ******* are unable to resolve the issues, Mr. ******** will provide information to Ms. ******* on how to grieve through the University’s stated Appeals process as outlined in the University’s Academic Catalog.  Ms. ******* may be asked to submit an appeal along with all supporting documentation demonstrating that she attempted in good faith to resolve the issues with the involved parties.  In addition, the above-reference grievance procedures can be found on pages 53, 54, and 55 of the University’s 2011-2012 Academic Policy Handbook. 

Sincerely,

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

General Counsel

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I am writing regarding complaint # *******. I received an email that I would be contacted by GCU and it has been about a month and no one has reached out to me and I have left messages with numerous people and no one has contacted me. For some reason the complaint was closed but I have yet to have it resolved. Can I get further assistance on this? I can be reached by email at ******************** or by phone at ###-###-####.

Thank you-

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



 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

11/15/2012 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I went to Grand Canyon University online using my post 911 GI Bill. I did withdraw from the University after completing my term and I had passing grades. The GI Bill covered my expenses 100 percent. However, Grand Canyon kept sending me bills. Last year my wife and I called on several occasions to get this resolved because we received a letter from a debt collection agency as well. In our last contact with Grand Canyon we were told everything was resolved and that we did not owe anything. However, last week, over a year later, we received another letter from a debt collector involving this same account. My wife called Grand Canyon and left a message again last week and we have not been contacted to resolve this matter.

Desired Settlement: I would like my account cleared of the debt. I would like my credit report corrected for the fact that I do not and never owed this money! I would like proof that the account has been fully credited for the debt and I would like the proof in writing. I would also like proof that they have cleared the debt with the collection agency and that my credit rating has been restored.

Business Response:

Grand Canyon University (the “University”) is in receipt of the above-referenced complaint.  The University takes all student complaints seriously and values the opportunity to respond.  The University’s Assistant Vice President for Academic Affairs, Dr. ********** ***** or a University representative on her behalf, will contact Mr. ***** ********** regarding his issue.  As Dr. ***** and her team respond to student complaints in the order they are received, please allow up to two weeks for Dr. ***** or her representative to contact Mr. **********.  If Dr. ***** and Mr. ********** are unable to resolve the issues, Dr. ***** or her representative will provide information to Mr. ********** on how to grieve through the University’s stated Appeals process as outlined in the University’s Academic Catalog.  Mr. ********** may be asked to submit an appeal along with all supporting documentation demonstrating that he attempted in good faith to resolve the issues with the involved parties.  In addition, the above-reference grievance procedures can be found on pages 53, 54, and 55 of the University’s 2011-2012 Academic Policy Handbook. 

Sincerely,

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

General Counsel

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Regards,

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


 

 Their Response is not a resolution of the issue. It is merely a promise to contact me in the future to resolve the conflict. I will not accept a response until it is a true offer to settle the dispute, not merely a message letting me know they will contact me later!

Sincerely,

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

Business Response:

Below is the response provided by the Regional Director of Operations regarding the above referenced issue.

Good Morning All –

I was quite surprised to see this second BBB complaint come through for this student because we were under the assumption that everything was fixed.

I have a feeling that ***** ********** filed this second complaint prior to the resolution going through.   As of last week, we wrote off the students balance in order to resolve the complaint and the student was excited about it and grateful.  We did call this student again yesterday to see if something changed in the meantime, however he didn’t answer.

My gut reaction is that this second complaint was filled prior to us taking care of the balance last week.

If Mr. ********** does not feel the University has attempted to resolve the issue he can contact Mr. *********** ******** at ###-###-####.


 

BBB's Final Determination: Consumer accepted resolution offered by the business.

11/14/2012 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have spent the better part of 2 years trying to get some understanding of my billing so I could graduate. From the moment I started classes in 2009 I continually told the school to send me bills so I could pay and not have a loan. I was receiving financial aid and military financing. Every couple of semesters I would receive a refund check. I continued to request bills and never saw one although I continued to get refund checks. I also continued to remind them I did not want a loan, I wanted a bill. In October of 2010 I spoke with my graduation counselor and paid for graduation. I believed my degree to be coming in May. I waited, believing I had finished my classes for two reasons. First, when I applied to GCU they said I would need 9 classes to graduate, at the point in October I had completed 13 with advisement that I needed these 4 other classes. In In January, I received a bill. I called several times to find out the bill was for the refund check they sent me, for classes not enrolled in in October. Fighting this for several months I then found out I still had one class to complete and by that point I had 2 weeks to pay them and get accepted by the finance department and enroll in the class or I would need to take 7 classes to graduate. I already took more then I should have. I also found out the refund checks were falsely labeled refund when they were unsubsidized loans that I was not getting bills for. I was told by the bank to call debunkment. I called several times and tried to find out who to talk. I also tried to explain I was unemployed and could not pay what they took months to bill me for. I finally borrowed money to pay for the refund, even though I don't believe I owe it or the loan because of the schools devious billing. I called their collections dept over and over saying I would pay, and only once received a call back when I was unable to answer. I have since called several times and no one can help me. I have to start all over and have the debt to prove I finished.

Desired Settlement: I would like a full refund from the moment I signed up for classes since they are requiring me to basically retake the entire degree. I would be willing to take the refund in the form of a full scholarship for the remainder of all my classes, and I can just finish and graduate or in rewarding me the one class I needed and graduation because I rightfully took all my classes.

Business Response: Mike Gardelius has spoken with Ms. ***** *****, he provided her with the external collections agency contact information which she said she would call and make the payment to close the account out. Mr. Gardelius told her once she has done that we would waive her final course due to being misadvised once she has taken care of the balance with the external agency. Ms. ***** was very thankful for the assistance and said she will be in touch. Her academic counselor is working on the scheduling piece right now to determine what course(s) are needed and when she may start. Thank you, 

Jordan Jobe

Regional Director of Operations

Consumer Response:

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

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 9******. I am not completely satisfied with the school in regards to the $13,000 in loans that the school falsely represented as refunds and in the fact that I was not billed. Had I ever been sent a bill or a note with the refund check stating that it was a loan I would have immediately returned them. I feel they should be responsible at least for the interest accrued  and I believe they should not require people to apply for a loan in order to apply for the school. I never would have had a problem in the first place if this was not a requirement for admissions.

As far as the graduating part, I am accepting of the terms to pay off the money in collections in order to be re-enrolled in school and I believe they have done the right thing by allowing me to take the one class misadvised on so I will be able to graduate. I am grateful for the school covering the cost of this class since one class is not a financial aid qualifier.

I will not consider this matter resolved until I have my degree in hand but I am moving forward.

Regards,

***** *****

 


 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

11/12/2012 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I was taking a class and was not passing at one point. I called academic counselor and wanted to withdraw she wouldn't let me; told me I'm financially responsible and to hang in there and finish the class. Well I hung in there and indeed improved grade to a B. On the last week of class I had to turn in a 10 page paper and run it through this site called Turnitin and the site had said my paper had a high percentage of plagarism. Which I wrote everything myself and sited where I got the information and had a reference page. So my professor would not grade my paper due to this; and this one essay caused me to fail the class. Now I'm in the second week in my new class and was informed that I didn't pass the class by the financial counselor and not the academic counselor. I was also informed I will have to take the class over and pay out of my pocket because financial aid will not cover the retake of a class. I told the academic, financial, and enrollment counselor I wanted to withdraw from class and school. They said I will be financial responsible to pay them a lot of money and I could not get a copy of my transcript. They stated I must stay in the current class that I'm in or I will have to pay them a lot of money becuase of failing the last class and withdrawing from new class and financial aid will ask for there money back that is the reason why I gotta stay in class. So now I'm stuck in this school and can't get out because they trying to get money out of me. I feel so bad that the professor would not review my essay nor could I even file an appeal or grievence on my D grade or essay because financial counsleor said I didn't qualify. I called financal aid and they said the classes had already been paid for and they will not request the school to give them back the money because I failed and withdrawn from the school.

Desired Settlement: I would like for this to be given to the president and Dean of the school for review.

Business Response:

Please see the below response to the above reference complaint.

 

I spoke to ****** and believe she was not clear on why the faculty was unwilling to grade cited content she had submitted. However, she did explain to me verbally (phone call) a more clear understanding of the standard. ****** has been a great student and we want to keep her on the right path. I am going to work with my FCM and ACM to determine a healthy resolution to the balance incurred based on the grade she earned in her core class. This will be a positive outcome for the student, as well as GCU.

 

***** ******

Regional Director of Operations

Grand Canyon University

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/4/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: As a graduate of this university, I have lodged multiple complaints to leadership at GCU which have been ignored. I have had continual issues with their military finance department for over two years. Leadership refused to answer my emails or take my calls. This faith-based education institution is completely fraudulant in their military financial practices (and probably their civilian financial aid practices as well). I have reported GCU to the VA and the Arizona State Accrediting Agency for these practices. It is very disheartening that an alumni has to do this for the betterment of the university. GCU should be shamed for their treatment of veterans and should lose their acceditation for these practices.

Desired Settlement: GCU should take accountability for their fraudulant practices and compensate their military students for the grief they have caused them with the VA.

Business Response:

Grand Canyon University (the “University”) is in receipt of the above-referenced complaint.  The University takes all student complaints seriously and values the opportunity to respond.  The University’s Regional Director of Operations, ***** ******** will contact Mr. ******** ***** regarding his issue.  As Mr. ******** and his team respond to student complaints in the order they are received, please allow up to two weeks for Mr. ******** to contact Mr. *****. If Mr. ******** and Mr. ***** are unable to resolve the issues, Mr. ******** will provide information to Mr. ***** on how to grieve through the University’s stated Appeals process as outlined in the University’s Academic Catalog.  Mr. ***** may be asked to submit an appeal along with all supporting documentation demonstrating that he attempted in good faith to resolve the issues with the involved parties.  In addition, the above-reference grievance procedures can be found on pages 53, 54, and 55 of the University’s 2011-2012 Academic Policy Handbook. 

Sincerely,

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

General Counsel

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/3/2012 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: While enrolling at Grand Canyon University 05/23/2011, I spoke to **** **** (Enrollment Advisor) regarding the cost for attending the University. **** advised me that my cost would be:$70 fees per class I would receive a scholarship that would have my first two classes at $1,980After, I would pay $2,180 per class.I had **** send me the proposed cost via email. After I enrolled I received an invoice with a higher cost for attending Grand Canyon University. Please review my actions, I left **** an message at 10:44 am CST (8:44am) advising her I would like to review my enrollment at Grand Canyon University **** called me back at 11:07 am CST (9:07am) on my office phone.We discussed the following on the call I advised **** that *** (Financial Advisor) stated she alerted me that I would pay $400 Management Fee with all other additional fees. **** stated that she did advise me of those so mention fees. I advised **** that $400 fee wasnt explained to me on 05/23/2011. **** advised me that *** (Financial Advisor) also explained to me about the $400 Management Fee with all other additional fees. I educated **** (and forward over email from her) supporting the cost she alerted me about enrollment. **** advised me the fees would be $70.00. I was billed $80 $85.00. The email never mentions $400 Management fee or the $80 - $85 in fees. **** stated she would call me back with information about the $400 fee and the cost of the fees. **** called me back on my mobile device at 11:35 am CST We discussed the following **** stated the $400 fee started on 06/01/2011 after the email she sent over. **** explain the letter alerted all students that GCU would charge this fee. **** stated that *** wouldnt have known about the fee because it started on 06/01/2011. **** stated the letter was mailed to me in June but she didnt know the exact time frame. I explain to **** that you (the school) cant charge me additional fees without proper notice. I asked **** what would the school do regarding the $400 fee? How would the school fix over billing me for the scholarship amount I never received? How would the school fix charging me more than the $70 dollars to fees? **** advised me that shes working with her Director. I asked **** to email the outcome to my hotmail address.Later I received a call from **** supervisor that advised me that the school never notify me via mail about the $400 charge. The school emailed my school email account sometime in early May prior before talking to ****. (A full month before my first class and 3 weeks before I talked to ****) I asked her why **** didnt know. She replied, I will talk to her about that.What happen to the scholarship amount off my first two classes? She replied, I received it but taxes took the difference. I informed her other classes for $2180 didnt have those taxes that the $1980 classes had. What happen to the $70 fee amount compared to the $85.00 amount? She said **** gave me incorrect dollar amount. Supervisor stated my invoice was correct. I advised the supervisor that this is bait and switch. You give me an amount to pay but bill me a difference amount.

Desired Settlement: My ResolutionI want to pay the exact amount promised to me before my enrollment at GCU. Which is $70 in fees per class, refund my overpayment for classes, and remove the $400 cost off my account. I can provide you with documentations support my facts.

Business Response:

Grand Canyon University (the “University”) is in receipt of the above-referenced complaint.  The University takes all student complaints seriously and values the opportunity to respond.  The University’s Assistant Vice President for Academic Affairs, Dr. ********** ***** or a University representative on her behalf, will contact Mr. ***** ******* regarding his issue.  As Dr. ***** and her team respond to student complaints in the order they are received, please allow up to two weeks for Dr. ***** or her representative to contact Mr. *******.  If Dr. ***** and Mr. ******* are unable to resolve the issues, Dr. ***** or her representative will provide information to Mr. ******* on how to grieve through the University’s stated Appeals process as outlined in the University’s Academic Catalog.  Mr. ******* may be asked to submit an appeal along with all supporting documentation demonstrating that he attempted in good faith to resolve the issues with the involved parties.  In addition, the above-reference grievance procedures can be found on pages 53, 54, and 55 of the University’s 2011-2012 Academic Policy Handbook. 

Sincerely,

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

General Counsel

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Regards,

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

 

GCU removed the $400 off the account (1 of the 3 concerns) without going through the process above. This is another reason why GCU cannot be trusted in their business dealings. Why would they address one of the concerns and not the other? I'm requesting to have my remaining 2 concerns address in the manner they address my first one. I'm requesting GCU to correct my account so I can pay my remaining balance.

Thank you,


 

 

Business Response:

Hope you are doing well.

 

I have reviewed account with ***** again and the original response we provided ***** is accurate. We adjusted the LMS and the remaining balance on the account is from the students books which he is responsible for. We will  not be adjusting anything else on the account. I will call std and go over with him as well today. Please let me know if there is anything else I can assist with. Thank you.

 

Grand Canyon University is committed to supporting you on your educational journey and your opinion is important to us. If at any time you would like to share more about your experience at GCU with my supervisor, ***** ******** please feel free to contact her at ************** **** ***-**** or via email at*****.****************

 

Best Regards,

 

***** *****

Financial Counseling Manager

Ken Blanchard College of Business

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

11/1/2012 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have been charged fees that I was never told about, I have had two seperate statements that reflect bills for different things such as a management fee. I asked repeatedly if I wanted to cancel after the first class if I could and was told absolutely. I asked repeatedly about money and was told over and over my first class would be less than $2,000.00 I have now been told my loans have already paid if I drop out I will have to pay $5,000.00 plus dollars along with over a $3,000.00 fee to Grand Canyon because of academic year scheduling. This would be almost $10,000.000 for one class!!! I have tried to talk to the finance counselor and got no where. I have emailed ***** *******, in admissions about the situation, I currently have to stay enrolled or I will be charged the huge fee. I was told I can not even transfer to another school because they have already been paid. I need to know what my next steps are and if I need to contact an attorney. Thank you in advance for all of your help.Sincerely****** *****

Desired Settlement: I would like to be charged the reasonable fee for the one class as discussed in the beginning before I started. Not the $5000.00 to $10,000.00 that they are trying to charge me with.

Business Response:

Grand Canyon University (the “University”) is in receipt of the above-referenced complaint.  The University takes all student complaints seriously and values the opportunity to respond.  The University’s Assistant Vice President for Academic Affairs, Dr. ********** *****, will contact Ms. ******* ***** regarding her issue.  As Dr. ***** responds to student complaints in the order they are received, please allow up to two weeks for Dr. ***** to contact Ms. Snook.  If Dr. ***** and Ms. ***** are unable to resolve the issues, Dr. ***** will provide information to Ms. ***** on how to grieve through the University’s stated Appeals process as outlined in the University’s Academic Catalog.  Ms. ***** may be asked to submit an appeal along with all supporting documentation demonstrating that she attempted in good faith to resolve the issues with the involved parties.  In addition, the above-reference grievance procedures can be found on pages 53, 54, and 55 of the University’s 2011-2012 Academic Policy Handbook. 

Sincerely,

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

General Counsel

BBB's Final Determination: Consumer accepted resolution offered by the business.

10/27/2012 Billing/Collection Issues | Complaint Details Unavailable
10/24/2012 Billing/Collection Issues | Complaint Details Unavailable
10/13/2012 Billing/Collection Issues | Complaint Details Unavailable
10/10/2012 Billing/Collection Issues | Complaint Details Unavailable
10/9/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: There were multiple mistakes that resulted in asking me to take additional classes & pay more than discussed.GCU enrolled me in the Masters Degree program before I graduated from another school with a bachelors degree. I was charged for this mistake & with much discussion on my end, GCU removed the charge. However, this error still shows up on my transcript as my dropping a class. This GCU error should not have been on my transcript.GCU did not follow my program of study. They added more classes mid-way & again right before graduation. So I could graduate, I agreed to take the extra class & was told my financial aid would cover the additional funds, this did not happen. I was forced to pay immediately after I took the class or be turned over to a collection agency. With regard to the additional class, once I asked for a formal review by administration. I was told there was a mistake. The class they told me I needed to take I did not need to take, but they discovered yet another error. Although I did not need to take the class I was told I needed, they discovered I needed to take another class. If I had not mandated a formal review, I would have taken two class. This pushed back my graduation twice & caused much embarrassment with my job. I was hired because my employer understood I would graduate in 2011. I had to share the email discussions with my employer & prove the mistakes made by GCU. It would take 2-3 weeks (or not at all) for my academic adviser to respond to my emails. Often this was because they had such a high turn over with academic advisers. If I did not get a response in 3 weeks, I would send an email to administration. Sometimes this worked; often it caused more discussion and errors. I was informed only 2 weeks prior to graduation I need another class. It took longer to review my & give me an answer if I really needed to take another class. In light of the numerous errors, I had asked for email communication. This request was not always honored.

Desired Settlement: 1. My contract was not followed. I still believe I took more classes then my original plan of study specified. If I took more classes in error, I would like a refund. 2. I would like the first class GCU enrolled in removed from my transcript (it states I dropped the class). GCU enrolled me in this class in error;I never dropped this class. 3. I would like GCU to review my sincere complaint in hopes other students do not have the same frustration.

Business Response:

Grand Canyon University (the “University”) is in receipt of the above-referenced complaint.  The University takes all student complaints seriously and values the opportunity to respond.  The University’s Assistant Vice President for Academic Affairs, Dr. ********** *****, will contact Ms. ***** ***** regarding her issue.  As Dr. ***** responds to student complaints in the order they are received, please allow up to two weeks for Dr. ***** to contact Ms. *****.  If Dr. ***** and Ms. ***** are unable to resolve the issues, Dr. ***** will provide information to Ms. ***** on how to grieve through the University’s stated Appeals process as outlined in the University’s Academic Catalog.  Ms. ***** may be asked to submit an appeal along with all supporting documentation demonstrating that she attempted in good faith to resolve the issues with the involved parties.  In addition, the above-reference grievance procedures can be found on pages 53, 54, and 55 of the University’s 2011-2012 Academic Policy Handbook. 

Sincerely,

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

General Counsel

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Regards,

***** *****


 

Consumer has not heard from Grand Canyon University. Her biggest concern is that they have her listed as dropping class when it was added as an error. This error would would impact her ability to apply for a PHd. However, all of her concerns are still outstanding and she would like a response. 

Business Response:

Issue 1: Student was removed from MGT-602 and it was reflecting on her transcripts

Resolution: This has been removed from her records and will not reflect on her transcripts.

Issue 2: GCU added more classes midway through program; student feels she took more classes than needed.

Findings: Student program version was updated. All of the classes that the student took in her program applied to her degree. Therefore student did not take any classes that she did not need. The student did however take 65 credit hours when her degree program required 63 credit hours. The overage is due from the students 3 credit courses being retired and having to take four credit courses.

Resolution: We will write off the amount for the two extra credit hours that the student did not need to complete her program. This amount is going to be for $1060, $530 for each credit hour.

Issue 3: Student would like us to review her complaint.

Resolution: We have reviewed the complaint and can confirm that the students account is accurate. The only finding we came across was that the student completed 65 credit hours of the 63. We feel like it is fair to honor a write off to the student so that she is not financially responsible for the 2 extra credit hours that she took.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Regards,

***** *****


 

 I would  like confirmation my transcript has been fixed 

I did receive funds to cover the extra 2 credits I did not need to take 

Thank you 

BBB's Final Determination: Consumer accepted resolution offered by the business.

10/6/2012 Billing/Collection Issues | Complaint Details Unavailable
9/30/2012 Billing/Collection Issues | Complaint Details Unavailable
9/29/2012 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I was called by a representative of Grand Canyon University. She called numerous times to insist that she would show me around the site in order to see how Grand Canyon University online work. I did not enroll or solicit in any information besides completing a application and I received a bill.

Desired Settlement: I would like to have my name out of their collections department because I do not owe one red cent!

Business Response:

Grand Canyon University (the “University”) is in receipt of the above-referenced complaint.  The University takes all student complaints seriously and values the opportunity to respond.  The University’s Regional Director of Operations, ****** ******* has contacted Ms. ***** ********. If Mr. ******* and Ms. ******** are unable to resolve the issues, Mr. ******* or his representative will provide information to Ms. ******** on how to grieve through the University’s stated Appeals process as outlined in the University’s Academic Catalog.  Ms. ******** may be asked to submit an appeal along with all supporting documentation demonstrating that she attempted in good faith to resolve the issues with the involved parties.  In addition, the above-reference grievance procedures can be found on pages 53, 54, and 55 of the University’s 2011-2012 Academic Policy Handbook. 

Sincerely,

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

General Counsel

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/25/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Although I selected the nature of complaint under customer service issues, my complaint against Grand Canyon University is broad enough to include policy issues as well. I am a grad student enrolled in the I/O Psychology program. I have a full time career and to further my education decided to pursue an advanced degree from Grand Canyon. I have three classes left and they cant come fast enough. Through out my program, I have had 3 different finance counselors, two different academic advisors and 1 enrollment advisor. At first my experience was pleasant, any voicemails I left were returned in a timely manner and most of all, my advisors and counselors seemed to care about my academic success. My ISSUE is with my most recent finance counselor. I have been trying to get a billing issue resolved for MONTHS. My company is billed for my tuition up front and charged to my education card. I have a credit on my education card from Grand Canyon that I have asked NUMEROUS times for a receipt of explanation so that I can provide this to the company that monitors my education card. With out this explanation, I cannot pay for any future classes as a hold has been placed on my card. I have sent numerous emails and left voicemails for my finance counselor for assistance. I received the receipt showing the credit but not explanation. When I asked for this, my finance counselor responded to me WEEKS later and explained it is GCU policy that they cannot release this information. I left a voicemail and sent an email to his supervisor which I have yet to hear from regarding this policy issue. I am EXTREMELY frustrated that I cannot get an explanation as to why a credit was put back on to my education card and even more FRUSTRATED that I chose to pursue and advanced degree with Grand Canyon University.

Desired Settlement: I would love to have an explanation sent to me as to why a credit was put back on to my education card so I can have my hold released.

Business Response:

Grand Canyon University (the “University”) is in receipt of the above-referenced complaint.  The University takes all student complaints seriously and values the opportunity to respond.  The University’s Assistant Vice President for Academic Affairs, Dr. ********** ***** or a University representative on her behalf, will contact Mr. **** ****** regarding his issue.  As Dr. ***** and her team respond to student complaints in the order they are received, please allow up to two weeks for Dr. ***** or her representative to contact Mr. ******.  If Dr. ***** and Mr. ****** are unable to resolve the issues, Dr. ***** or her representative will provide information to Mr. ****** on how to grieve through the University’s stated Appeals process as outlined in the University’s Academic Catalog.  Mr. ****** may be asked to submit an appeal along with all supporting documentation demonstrating that he attempted in good faith to resolve the issues with the involved parties.  In addition, the above-reference grievance procedures can be found on pages 53, 54, and 55 of the University’s 2011-2012 Academic Policy Handbook. 

Sincerely,

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

General Counsel

Consumer Response:

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 until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

**** ******


 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

9/23/2012 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I was a student with GCU for several years. On multiple occasions, I contacted them with questions or concerns about billing since the criteria seemed to change along with my advisors. Near the end of 2012, I was informed that my financial aid had reached its aggregate limit and I owed money to the school. Unfortunately, I am still unable to get a meaningful resolution to this issue and have a $4,000 bill. The school sent this to an outside collector while ignoring any good faith attempts I have made to resolve a bill that I do not owe. Stating that I owe it is not a satisfactory reason for actually owing it. The school did not interact with me in good faith and does not seem interested in doing so now. The entire experience has been shocking and frustrating. I believe that the school's intentions border on fraudulent.

Desired Settlement: Balance to be adjusted for accuracy and a proper itemization from the time I first attended the school.

Business Response:

Grand Canyon University (the “University”) is in receipt of the above-referenced complaint.  The University takes all student complaints seriously and values the opportunity to respond.  The University’s Assistant Vice President for Academic Affairs, Dr. ********** ***** or a University representative on her behalf, will contact Mr. **** ***** regarding his issue.  As Dr. ***** and her team respond to student complaints in the order they are received, please allow up to two weeks for Dr. ***** or her representative to contact Mr. *****.  If Dr. ***** and Mr. ***** are unable to resolve the issues, Dr. ***** or her representative will provide information to Mr. ***** on how to grieve through the University’s stated Appeals process as outlined in the University’s Academic Catalog.  Mr. ***** may be asked to submit an appeal along with all supporting documentation demonstrating that he attempted in good faith to resolve the issues with the involved parties.  In addition, the above-reference grievance procedures can be found on pages 53, 54, and 55 of the University’s 2011-2012 Academic Policy Handbook. 

Sincerely,

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

General Counsel

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/23/2012 Billing/Collection Issues | Complaint Details Unavailable
9/13/2012 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I attended a class online at this school. I had 2 family members pass away during the time that I was supposed to be in this class. I tried to withdraw but was charged for this class anyway. After I withdrew form the school all money was returned to financial aid but school still had a balance for this class. Financial Aid at the school told me class would be refunded and I would not be charged only if I repeated the same class. the class really should be refunded but they wont do it. I exlpained that I dont have the money to repay balance in full. I wanted to go into a different line of classes and they would not refund. I spoke with ***** ******** at school and told her if they coulnt refund then I will pay them $25 a month starting this August. I was told as long as I paid something each month account would not go to collections. Today I recieved a phone call that account had gone to internal collection office and that if I didnt pay close to $200 a month account would go to outside collection agency. I explained to them that I only work part time and have two children and a disabled husband who is unable to work. I can not afford that much each month. I also explained that I had been told as long as I paid $25 a month starting this month account would not go to outside collection agency. This lady told me that deal was no longer on the table. I dont know what to do I can not afford to pay this much and I am rebuilding my credit do not want it to be affected by this. PLEASE PLEASE PLEASE help me. The school is going back on what they promised me.

Desired Settlement: I would either like to be refunded for class or a payment arrangement with or without reduced balance so that I am not reported to outside credit agency.

Business Response:

Grand Canyon University (the “University”) is in receipt of the above-referenced complaint.  The University takes all student complaints seriously and values the opportunity to respond.  The University’s Assistant Vice President for Academic Affairs, Dr. ********** ***** or a University representative on her behalf, will contact Ms. ******* ******* regarding her issue.  As Dr. ***** and her team respond to student complaints in the order they are received, please allow up to two weeks for Dr. ***** or her representative to contact Ms. *******.  If Dr. ***** and Ms. ******* are unable to resolve the issues, Dr. ***** or her representative will provide information to Ms. ******* on how to grieve through the University’s stated Appeals process as outlined in the University’s Academic Catalog.  Ms. ******* may be asked to submit an appeal along with all supporting documentation demonstrating that she attempted in good faith to resolve the issues with the involved parties.  In addition, the above-reference grievance procedures can be found on pages 53, 54, and 55 of the University’s 2011-2012 Academic Policy Handbook. 

Sincerely,

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

General Counsel

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/8/2012 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Where to begin... Well this has been going on since December 2011 and then again in June 2012 my student account has been all sorts of messed up,First they were not sure about which class I should be in then failed to get back to me about what week I should start. When I did start when I was in there online classroom after the first week I could no longer post DQ's or assignments and I would get some kind of error code which there TECH team couldnt seem to fix (when this started I informed the teacher and she refused to also give me an extention on my assignmnets even though she knew the issues that were going on.)Then there is my finances that they had screwed up thanks to someone (dont know who) First they didnt use my PELL GRANT or my TEACH GRANT only my student loans. Then they didnt applied my Military discount to my account there for over charging me and for some reason they claimed that there was a carry over balence for when I was enrolled the first time (Decemeber 2011) which makes no sense since I get enough funds in grants to cover all my schooling cost that I would have. I had requested that they take out all schooling cost before they send me a check for the extra funds left over that I use for books and supplies needed for college. So now they say I owe them $1,700 which is incorrect I have sent them over 17 emails back and forth about all the issues and all they have done is give me the run around between people and emails that are not helpful with fixing the issue only that they want money. If you need I can provide the emails I have sent them.

Desired Settlement: I want the amount that they claim I owe them to be wiped clean. I told them I was not going to pay them anything when they are trying to charge me for a service that they never provided. Even after months of trying to resolve the issue only to be given the run around. I no longer want anything to do with this school. The first time I enrolled with them it went great I had no issues but this time around has been a nightmare and I want it over with my credit score not harmed.

Business Response:

Grand Canyon University (the “University”) is in receipt of the above-referenced complaint.  The University takes all student complaints seriously and values the opportunity to respond.  The University’s Regional Director of Operations, ***** ********, has tried to contact Ms. ******** ****** regarding her issue with no success. The Univerity will continue efforts to contact Ms. ****** to get this issue resolved  If Mr. ******** and Ms. ****** are unable to resolve the issues, Mr. ******** will provide information to Ms. ****** on how to grieve through the University’s stated Appeals process as outlined in the University’s Academic Catalog.  Ms. ****** may be asked to submit an appeal along with all supporting documentation demonstrating that she attempted in good faith to resolve the issues with the involved parties.  In addition, the above-reference grievance procedures can be found on pages 53, 54, and 55 of the University’s 2011-2012 Academic Policy Handbook. 

Sincerely,

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

General Counsel

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/3/2012 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have made several payments to GCU for a class I didn't want. They have sent me to collections department and now to **** * ********** asking for their debt to be paid. I have records of the automatic debits they collected from my account and letters from them. I just made a phone payment to their very rude Accounts Receivable Manager who did not leave his name over the phone or on the letter. I made it to him over the phone and my bank shows it was paid just last month and I received a letter from B*** * ********** this month before the next payment was even due! I'm sick of being harassed for a class didn't even want!

Desired Settlement: I would like my $500. back that I paid already for a class I didn't want and for my aggravation when I was faithfully paying on this debt anyway!

Business Response:

Grand Canyon University (the “University”) is in receipt of the above-referenced complaint.  The University takes all student complaints seriously and values the opportunity to respond.  The University has taken a look into this issue and has agreed to write off $1410.00 brining the balance down to $505.00. Ms. ****** has already made payments to the University totaling $500.00 which brings her balance down to $5.00. Ms. ****** has been contacted by the Regional Director of Operations, ******* *****. 

Sincerely,

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

General Counsel

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/2/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Grand Canyon Universertiy: ***** ******, ***** ******, ******** *** and ***** ** (the teacher). This past two months have been the most difficult and most challenging of my life. My health became more important than the the class. I went to ******** *** then further to ***** ****** her supervisor. ******** *** would side with the teacher. ***** ****** would side for ******** ***. They did not advise me correctly. The teacher accuse of cheating by the first week which was not true it had to do with how I mess up on the formulas in excel. this cause more stress and anixety on top of my health crisis. the teacher only gave a little information per week otherwise we had to get the stuff in the material. There new system do not allow you to copy and paste stuff. i got behind because of my health which can be document by my dr. I had to beg to be able to make any of them because she refuses to give me a incomplete for the class. she said she help me because i told her there no tutoring for master student in accounting . she lied. when I ask for more examples - she refused. The new system was a headache too. It cause me to get behind in the quizs and such. it took over two weeks to get resolved. I was told if I got a F that I would half to pay back the $2,200. I felt threaten because I was not given many options. They refuse to give an incomple though it should be considered. ***** ****** came back with "the classroom is normal" What does that half to do with the teacher or how I had to self teach because of all of this? I have let me down big time. when a student comes and ask for help - you go and you help them. when the student is sick - you advise them correctly. I was not in my right mind to properly know......like i said i have my dr to say how my health got. how I had to take care of me above the class. They never consider it until i beg and beg for extensions which was not good enough since i had to self teach myself.

Desired Settlement: First, they need to acknowledge the issues present.second, it needs to be acknowledge the teacher did not treat me correctly nor teach correctly. third, answer the question about the incomplete and why not give me a incomple?fourth, acknowledge - I did not get proper counseling and that they threaten me instead. five, acknowledge that GCU puts teachers before their studentssix, give me my class for free and I will not pay them back the $2,200. seven, make sure I never get this teacher.

Business Response:

Grand Canyon University (the "University) is in receipt of the above referenced complaint. The University takes all complaints seriously and values the opportunity to respond accordingly. The University’s Assistant Vice-President of Institutional Effectiveness Dr. ********** ***** is in contact with Ms. ******* regarding this issue. Ms. ******* has been informed of the proper steps needed have her issues evaluated properly. Ms. ******* may be asked to submit an appeal along with all supporting documentation demonstrating that she attempted in good faith to resolve the issues with the involved parties. In addition, the above-reference grievance procedures can be found on pages 53, 54, and 55 of the University’s 2011-2012 Academic Policy Handbook.

Sincerely,

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

General Counsel

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/28/2012 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: In May 2012 I enrolled in Grand Canyon University (GCU) online Masters in Education program. I was originally trained to take courses on ANGEL, their 3rd party vendor IT application, however when my introductory course began it was launched in LoudCloud, GCU's proprietary IT portal. During the first week of class I encountered a variety of LoudCloud system issues and had significant concerns with the stability of the IT platform; therefore I requested to withdraw from the program via email. Following that email I had provided details about the IT issues to my Education Advisor, Financial Advisor(s), and other GCU staff to address these issues for other students. I also discussed with my Financial Advisor, ***** *****, that I would be formally filing a grievance to avoid paying any fees due to the nature of my complaints about the IT portal and the manner in which GCU had deployed the new IT portal to the students. I was advised that because I submitted my request to withdraw via email before the end of the first week, that I would only be responsible for 25% tuition costs for the course which amounted to approximately $215 (2 units X $510 unit cost = $1,020 X 25% = $255.00). There was no mention of a Learning System Fee of $400 per year, but in July 2012 I received a bill from GCU for $615 which included a $400 Learning System Fee. I find it ironic that GCU is billing me for Learning System Fee hence the reason why I withdrew from the program and filing a grievance.My complaints about GCU are 1. I was frequently reassigned to different Education, Financial, and Academic Advisors that I regularly received conflicting information about GCU policies and LoudCloud features 2. The deployment of LoudCloud IT portal should have been rolled out in a more controlled manner as to not adversely impact students and 3. After submitting my withdrawal request and providing specifics to assist GCU in resolving these IT related issues, I received a bill for $615 which includes $400 System Fee.

Desired Settlement: I am requesting that GCU revise their bill and waive the $400 Learning System Fee and adjust the amount due to $215. I find it ironic that Im being billed for Learning System Fee when the reason for withdrawal was due to system issues caused by their lack of control of their proprietary IT platform rollout.

Business Response:

Grand Canyon University (the “University”) is in receipt of the above-referenced complaint and takes all student complaints seriously and values the opportunity to respond.  The University has reviewed Mr. *** *******’s complaint and has determined that the $400.00 learning management fee will be waived bringing the balance to $215.00. The University’s Regional Director of Operations **** ***** has contacted the student and explained the decision to him.

Consumer Response:

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 until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

*** *******


 

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/23/2012 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I had attended Grand Canyon University online for a fairly brief time (3 classes), during which they never approved me for funding through FAFSA. The reason they threw me out aside, this left me with an approximate $5,000 debt. They began sending me bills, and so I paid. It wasn't much -- something like $50 a month, sometimes as little as $10 -- but I paid it at all, and they didn't seem to mind.After I had overlooked a payment one month -- I had been otherwise preoccupied -- they transferred my bill from the actual university to the university's collections department. They had sent me a letter stating that my payment was overdue, and that I was to make a payment immediately, else they would report it to my credit score. I made the payment, and after that, noticed that I had quit receiving statements, though my check was cashed by them every month (I keep close tabs on my online bank account).After a couple months of not receiving statements, I called the university to inquire. A possibly-confused employee told me that they sent once-quarterly statements. I waited for six months -- far longer than a quarter-year -- and still received no statement. I called again -- this time to the collections department, itself -- and inquired about receiving a statement. I was told (and I quote), "We do not send out statements under any circumstances." They even refused my request for an e-mail statement.I was told that I could receive my balance over the phone, but I do not find this method reliable.I have no reason to trust that my payments are being applied to my account. I refuse to make another payment until I begin receiving regular statements. I will also be calling the Attorney General for further inquiry into this matter, and to possibly file a complaint with them, as well.

Desired Settlement: I have no problem paying my bill once I begin receiving either mail or e-mail statements (the university and collections department should have such information on file). Should I continue to not receive a statement, however, feel confident that the remaining balance will remain unpaid.

Business Response:

Grand Canyon University (the “University”) is in receipt of the above-referenced complaint.  The University takes all student complaints seriously and values the opportunity to respond.  The University’s Regional Director of Operations will contact Ms. ****** ********* regarding her issue. Per Ms. *********’s request the University will send her monthly statements reflecting what she has paid thus far and the remaining balance.

Sincerely,

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

General Counsel

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/19/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Grand Canyon U has made promises that they do not follow through on. I have tryed to work with them for a year now and have not been able to get anything resolved. When a teacher did not turn in my work , they gave me an F for incomplete. I have sent them proof that the work was completed, but have been given the run around. Sinces that time I have found more problems, charged for a class I didn't take at time stated,now I am getting phone calls from their bill collector. They have my records, my grants, and I have been placed in limbo. I am 68 years old and need to stay on task to get my deploma or have wasted all moneys and time for nothing. I have emails to show how many times I have been lied to about what would be done.In those emails, you will find that I have done everything I could to work with them.They say I waited to long to file a complant, this is not true- I frist spoke to them on the phone weeks before the dead line, the slow responces was on their side.

Desired Settlement: I want my record set correct, my grants released, my grade ajusted, so that I can find a diffrent University and finish my courses. I just want to get back on task. They have me in limbo.

Business Response:

Grand Canyon University (the “University”) is in receipt of the above-referenced complaint.  The University takes all student complaints seriously and values the opportunity to respond.  The University’s Assistant Vice President for Academic Affairs, Dr. ********** ***** or a University representative on her behalf, will contact Ms. **** ****** regarding her issue.  As Dr. ***** and her team respond to student complaints in the order they are received, please allow up to two weeks for Dr. ***** or her representative to contact Ms. ******.  If Dr. ***** and Ms. ****** are unable to resolve the issues, Dr. ***** or her representative will provide information to Ms. ****** on how to grieve through the University’s stated Appeals process as outlined in the University’s Academic Catalog.  Ms. ****** may be asked to submit an appeal along with all supporting documentation demonstrating that she attempted in good faith to resolve the issues with the involved parties.  In addition, the above-reference grievance procedures can be found on pages 53, 54, and 55 of the University’s 2011-2012 Academic Policy Handbook. 

Sincerely,

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

General Counsel

Business Response:

Grand Canyon University (the “University”) is in receipt of the above-referenced complaint.  The University takes all student complaints seriously and values the opportunity to respond.  The University’s Assistant Vice President for Academic Affairs, Dr. ********** ***** or a University representative on her behalf, will contact Ms. **** ****** regarding her issue.  As Dr. ***** and her team respond to student complaints in the order they are received, please allow up to two weeks for Dr. ***** or her representative to contact Ms. ******.  If Dr. ***** and Ms. ****** are unable to resolve the issues, Dr. ***** or her representative will provide information to Ms. ****** on how to grieve through the University’s stated Appeals process as outlined in the University’s Academic Catalog.  Ms. ****** may be asked to submit an appeal along with all supporting documentation demonstrating that she attempted in good faith to resolve the issues with the involved parties.  In addition, the above-reference grievance procedures can be found on pages 53, 54, and 55 of the University’s 2011-2012 Academic Policy Handbook. 

Sincerely,

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

General Counsel

Business Response:

Grand Canyon University (the “University”) is in receipt of the above-referenced complaint.  The University takes all student complaints seriously and values the opportunity to respond.  The University’s Assistant Vice President for Academic Affairs, Dr. ********** ***** or a University representative on her behalf, will contact Ms. **** ****** regarding her issue.  As Dr. ***** and her team respond to student complaints in the order they are received, please allow up to two weeks for Dr. ***** or her representative to contact Ms. ******.  If Dr. ***** and Ms. ****** are unable to resolve the issues, Dr. ***** or her representative will provide information to Ms. ****** on how to grieve through the University’s stated Appeals process as outlined in the University’s Academic Catalog.  Ms. ****** may be asked to submit an appeal along with all supporting documentation demonstrating that she attempted in good faith to resolve the issues with the involved parties.  In addition, the above-reference grievance procedures can be found on pages 53, 54, and 55 of the University’s 2011-2012 Academic Policy Handbook. 

Sincerely,

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

General Counsel

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/2/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: For the past three years I have attended this University I have never experienced unprofessionalism such as what I have witnessed here. Calls and emails are not returned. When I speak to "supervisors" they make promises to follow through but never do. I submitted a request for my Institutional Recommendation form. Upon receipt, I was told that it would be sent out no later than 10 business days. Every time I call to get clarification on when it's going to be sent out, there is always an issue about the person who handles this is the only one and that she is swamped with work. Yet, in still I am required to pay my tuition and graduation fees on time, but my goods are not delivered on time. It is excuse after excuse and no one in the department wants to be held accountable for their actions and always seem to be "conveniently" out of the office when I call. I submitted all the necessary documentation on time yet in still no IR form. When I finally get a supervisor on the phone, he explains to me there was a discrepancy regarding my State scores which is why there was a little hold up. What discrepancy exists if I send in an official copy of my test scores showing that I passed for my State with my score! I am beyond fed up and just want to be done with this University, and their dishonest people immediately.

Desired Settlement: I want my Institutional Recommendation form sent out immediately fedex overnight, with a return receipt.

Business Response:

Grand Canyon University (the “University”) is in receipt of the above-referenced complaint.  The University takes all student complaints seriously and values the opportunity to respond.  The University’s Assistant Vice President for Academic Affairs, Dr. ********** ***** or a University representative on her behalf, will contact Ms. ***** ****** regarding her issue.  As Dr. ***** and her team respond to student complaints in the order they are received, please allow up to two weeks for Dr. ***** or her representative to contact Ms. ******.  If Dr. ***** and Ms. ****** are unable to resolve the issues, Dr. ***** or her representative will provide information to Ms. ****** on how to grieve through the University’s stated Appeals process as outlined in the University’s Academic Catalog. Ms. ****** may be asked to submit an appeal along with all supporting documentation demonstrating that she attempted in good faith to resolve the issues with the involved parties.  In addition, the above-reference grievance procedures can be found on pages 53, 54, and 55 of the University’s 2011-2012 Academic Policy Handbook. 

Sincerely,

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

General Counsel

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/1/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: This is a complaint about my experience with Grand Canyon University and also about the way my finances are being handled. I spoke with my finance counselor *** ****** on July 12, 2012 at 11:38 AM CT to find out how to deal with a problem regarding my finance with GCU. Please note I have sent multiple emails to her regarding my concerns prior and received a read receipt with each email. *** failed to respond and when questioned why I have not received a response, she said there was nothing to acknowledge in the emails because she is busy waiting for her manager **** *********, to look into my account and address why my military discount was not being applied to SOC 220 and my other courses. I paid $1,322.69 on July 9, 2012 to cover the costs of SOC 220. However, after research I should have only paid $1000 since it is only $250 per credit hour for military students. Please keep in mind, $1,322.69 is what I paid out of pocket, but my student loans and financial aid have paid more than what they had to pay with my other courses. *** said she will have adjustements being made to my account but there has been no action taken. I have tried to contact her over and over again but she has failed to call me back or reach out to me and so is her manager, who I initially sent an email to, about this matter and he did not respond.Furthermore, I was unable to complete my Finance class due to military orders (2 weeks of military annual training) I provided to *** and also my academic counselor ***** ********** the second day of class. They promised that as long as I had provided the documentation fees will be waived. When I submitted documentation, she said she would not be able to. I expected a much higher level of service and integrity from this university, and I am quite disappointed and angry. This is not the first time I have had an issue with GCU and I have decided to withdraw because they continue to be misleading and unprofessional.

Desired Settlement: I am requesting that my student account gets looked into immediately and adjustments are made. Military rate is 250 per credit hour and I joined the service 12-2012- present. I am also requesting a copy of their Finance policy.

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/31/2012 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On June 15th 2010 I registered in the Master of Addiction Counseling program at Grand Canyon University. I completed 30 credits with only 6 credits left for my masters degree. Now I need to complete a practicum but I am not able to complete this part because I live with my girlfriend who has dementia. Approximately, November 2011 I received a letter that I could transfer my credits to get my licensed professional Counseling. So I signed up for this degree,and was put in a category for this degree. I want to drop the addiction major and transfer into the L P C degree. The school told me I cannot transfer and I have been dropped from active status at the school. I have a 3.64 grade point average for the 30 credits I have already earned. I have a credit balance on my student accounts and all I want to do is continue my education toward the L P C program. I am not changing any departments, but the school will not let me complete my studies. Meanwhile, I am getting letters from the department of education student loan division that I have been dropped from Grand Canyon active list. This has been a hardship situation, all I want to do is complete my L P C program. I have never been in a school before where you could not change your major? I attempted one practicum but my girlfriend is just to sick to be left alone. I am trying to get her on Arizona long term care, but she was denied. So I am trying to re apply so she can get daycare while I complete my practicum. Meanwhile all I want to do is continue my studies at Grand Canyon and drop the major of Addiction Counseling. This should not be a big problem. I have spoke with other schools and they said that once you are matriculated in a department you should be able to continue your studies, so long as you do not change departments. Please someone with common sense please help me so I can achieve my goal.Thank-You******* * ******

Desired Settlement: To be able to continue my studies at Grand Canyon. Drop one major and transfer to the L P C program. Then be reimbursed for the money that is still owed to me, once I start the L P C program.

Business Response:

Grand Canyon University (the “University”) is in receipt of the above-referenced complaint.  The University takes all student complaints seriously and values the opportunity to respond.  The University’s Assistant Vice President for Academic Affairs, Dr. ********** ***** or a University representative on her behalf, will contact Mr. ******* ****** regarding his issue.  As Dr. ***** and her team respond to student complaints in the order they are received, please allow up to two weeks for Dr. ***** or her representative to contact Mr. Draper.  If Dr. ***** and Mr. ****** are unable to resolve the issues, Dr. ***** or her representative will provide information to Mr. ****** on how to grieve through the University’s stated Appeals process as outlined in the University’s Academic Catalog.  Mr. ****** may be asked to submit an appeal along with all supporting documentation demonstrating that he attempted in good faith to resolve the issues with the involved parties.  In addition, the above-reference grievance procedures can be found on pages 53, 54, and 55 of the University’s 2011-2012 Academic Policy Handbook. 

Sincerely,

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

General Counsel

Consumer Response:

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 until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

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


 

 We have made strides in the last couple of weeks. I am now enrolled in the program I want at Grand Canyon University. They refunded me the money that was mine and I have it in my possession. I will continue my graduate studies in the middle of August.

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

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/17/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have spoke to several counselors and even a manager at the school about my situation, and was promised that a financial representative was going to contact me regarding the final financial plan or status regarding my situation and no one has called me as promised. Every time I call Grand Canyon University to discuss the matter with them, they treat me as if I don't even exist and as if they have no remembrance of my situation. The customer service and communication level at this university is done with little sympathy and concern.

Desired Settlement: I want to have my financial case with the university to be finalized. It seems that the school is holding up my status with this school. I want fair treatment and don't want to be ignored. I strongly believe that Grand Canyon University has swept my situation under the rug. I have been waiting for about 2 weeks for someone to call me and no one has. It seems very funny to me that they were calling me before I enrolled, now that I withdrew they are ignoring me.

Business Response:

Grand Canyon University (the “University”) is in receipt of the above-referenced complaint.  The University takes all student complaints seriously and values the opportunity to respond.  The University’s Assistant Vice President for Academic Affairs, Dr. Antoinette ***** or a University representative on her behalf, will contact Ms. ****** ***** regarding her issue.  As Dr. ***** and her team respond to student complaints in the order they are received, please allow up to two weeks for Dr. ***** or her representative to contact Ms. White.  If Dr. ***** and Ms. ***** are unable to resolve the issues, Dr. ***** or her representative will provide information to Ms. ***** on how to grieve through the University’s stated Appeals process as outlined in the University’s Academic Catalog.  Ms. ***** may be asked to submit an appeal along with all supporting documentation demonstrating that she attempted in good faith to resolve the issues with the involved parties.  In addition, the above-reference grievance procedures can be found on pages 53, 54, and 55 of the University’s 2011-2012 Academic Policy Handbook. 

Sincerely,

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

General Counsel

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/17/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Grand Canyon University pressured me into signing up with them. I received calls several times a week and at one point daily. During my second class my father became ill and I found out that my husband fathered a child outside of our marriage, which sent me into depression. My professor did work with me, but I just could not finish. I took a break from school and went back. Things continue to go downhill and I had to completely withdraw. I have made very low payments to the university and the told me that my payments were not enough so my account went into collection. I was contacted by the collection company. I explained to them that I am a single mom of three and that I receive $276/month worth of food stamps. Grand Canyon University should not pressure people and their collections department should not yell at customers nor have bad attitudes.

Desired Settlement: I would like a written apology from the university for the constant pressure with the phone calls to join. If I had not been pressured I never would have joined the university.

Business Response:

Grand Canyon University (the “University”) is in receipt of the above-referenced complaint.  The University takes all student complaints seriously and values the opportunity to respond.  The University has conducted a thorough review of the account and discussed the situation with the Enrollment Counselor. The Enrollment Counselor did not pressure Ms. ****** into enrolling as evidenced by her request to re-enroll in July 2011. Further, the Counselor sought to assist the student with personal challenges, as mentioned in the complaint, by referring Ms. ****** to our Office of Spiritual Life. In terms of the financial aspects of the complaint, the University’s Director of Finance contacted Ms. ****** and followed up in an email to apologize for the collections representative’s tone, review the financial ledger, and inform Ms. ****** that the balance will remain on the account as the charges are legitimate.

Sincerely,

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

General Counsel

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/29/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I enrolled at Grand Canyon University for their Masterof Education in Early Childhood Education. GCU wrongly used the remainder of my undergraduate loans to pay for tuition instead of my graduate loan money.GCU took out 8,458.00 of my Direct Unsubsidized Loan for their January term AND their June term ahead of time! However, they only took 3, 692.00 of my Direct Unsubsidized Loan for the January term but no money for the July term. I am withdrawn from the University as of 2/01/2012 but they still took out loan money for the upcoming term. GCU was wrong to use ALL of my remainder undergraduate loan money for a graduate program I enrolled in.

Desired Settlement: I would like for Grand Canyon University to correct this matter by returning all of the undergraduate loan money. I would like for them to take out their tuition and fees from my graduate loan amounts since the program I enrolled in is a Masters program at the graduate level.

Business Response:

Grand Canyon University (the “University”) is in receipt of the above-referenced complaint.  The University takes all student complaints seriously and values the opportunity to respond.  The University’s Assistant Vice President for Academic Affairs, Dr. ********** ***** or a University representative on her behalf, is in contact with Ms. ***** ***** regarding her issue. If Dr. ***** and Ms. ***** are unable to resolve the issues, Dr. ***** or her representative will provide information to Ms. ***** on how to grieve through the University’s stated Appeals process as outlined in the University’s Academic Catalog.  Ms. ***** may be asked to submit an appeal along with all supporting documentation demonstrating that she attempted in good faith to resolve the issues with the involved parties.  In addition, the above-reference grievance procedures can be found on pages 53, 54, and 55 of the University’s 2011-2012 Academic Policy Handbook. 

Sincerely,

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

General Counsel

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/25/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Trying to enroll in a course for my Professional Counseling Degree. This is my 2nd degree Im obtaining from this University. I've called and called and been given the run around with my financal aid issue and my enrollment. This same issues occured in October, where I had called ******** ***** (26) times and She NEVER returned a call. I than called ******* ??(*******'s sup) and eventually ******* ***** resolved that issue in Feb/Mar finally. I informed everyone that I would not be taking ANY CLASSES until I have spoken with my Financial Advisor. ******* ***** informed me that ***** ******* would not be my Financial Advisor. ***** Called me once on 4/9/12 and left a message for me to call her back. I immediately returned her call and have been trying to get in touch with her since. I finally asked to speak to another advisor and she informed me again there is a balance for a class that I never enrolled in on 4/15/12 and that ***** or ****** would be the one to take care of this matter. I have called and called both ***** and ****** but neither have or will return my calls. I did speak with ***** 4/18 and she informed me that she is not my advisor and wouldn't help me!!! ***** stated that she has been forwarding all my message to *******( who never returned any of my calls in the past). What POOR POOR customer service!!! ***** stated again there has been a reorganization of assignment for students which could be true but the student shouldn't have to suffer because of any such REORGANIZATION!!! I have called my Academic Advisor and left numerous message with her (*******)as well as emailed and no response from anyone. I need and want to get back in school to complete my degree!! Please HELP!! I have been calling AGAIN for over a month and have to date NOT recieved ONE CALL for any advisor!!

Desired Settlement: 1. Make the President of the university aware of these practices!!!2. Return my call (from financial and academic advisor) with no excuses!!!3. Make sure all finacial aid is in order with NO PENDING balances, so I can ENROLL in school and complete my degree.4. Practice what they preach!!(messages say, "PLease leave Name, ID No. and brief message and we'll RETURN your call!!) DO IT!!!5. Reliaze the consequences of their actions!!!

Business Response:

Grand Canyon University (the “University”) is in receipt of the above-referenced complaint.  The University takes all student complaints seriously and values the opportunity to respond.  The University’s Assistant Vice President for Academic Affairs, Dr. ********** ***** is in contact with Ms. ****** ******* regarding her issue.  If Dr. ***** and Ms. ******* are unable to resolve the issues, Dr. ***** or her representative will provide information to Ms. ******* on how to grieve through the University’s stated Appeals process as outlined in the University’s Academic Catalog.  Ms. ******* may be asked to submit an appeal along with all supporting documentation demonstrating that she attempted in good faith to resolve the issues with the involved parties.  In addition, the above-reference grievance procedures can be found on pages 53, 54, and 55 of the University’s 2011-2012 Academic Policy Handbook. 

Sincerely,

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

General Counsel

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/19/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: For all most two years I have dealing with the financial department about my tuition. My tuition is payed 100% by my employer ******* Communication and I advised the university about this. I pick my classes and then I get a letter of credit and fax it to the university. Upon getting a passing grade nothing under a C my job payes when the university sends the invoice. My employer was not getting the invoices from the university and when they did it was for 3 and 4 classes in which my job paid for all my classes. The university turned me over to a collection agency and stop me from taking any classes until this is resolved. I have had several financial and academic advisors since 2008.***** ***** is the financial supervisor who was working with me at one time but will not return calls or even talk to me. I have all the information from 2008 that all my classes have been payed for and no one can tell me why my account has a balance over 2000.00 dollars and still in collections. I was compared with a ******* employee from Texas and I told there where I work from is 100% and sent them documentation about this and vz tap and I found the university issues in there financial dept. And I have names and documentation to prove it.

Desired Settlement: I am requesting that my account be made current and taken out of collections and my grades released.Also I am requesting that the university takes total responsibility of their errors of records keeping and present me with a letter of apologyand compansate me in some way for having me wait for almost 2 years to complete my education because it's going to take longer for me to get my degree because of the slow action on there part.

Business Response:

Grand Canyon University (the “University”) is in receipt of the above-referenced complaint.  The University takes all student complaints seriously and values the opportunity to respond. 

Mr. ******* ******** was contacted by the University the University will write off the balance on his account due to the direct bill payment error.  Mr. ******** was pleased with the resolution and in fact stated that he would be re-enrolling with the University. 

Sincerely,

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

General Counsel

Consumer Response:

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 until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

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


 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/6/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: This college is making unsolicited calls to my cell phone even though I'm on the national Do Not Call registry and I do not have any prior customer relationship with them. I've never even heard of them before.

Desired Settlement: N/A

Business Response:

Grand Canyon University (the “University”) is in receipt of the above-referenced complaint.  The University takes all complaints seriously and values the opportunity to respond. The University has looked into the matter and has successfully resolved the consumer’s issue. In checking our system the number in question was provided by a different student. We have deleted this number from our system and the consumer should not receive any calls from the University. We apologize for any inconvenience this may have caused the consumer.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/26/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Grand Canyon University continues to charge classes and accept my student loans putting me into debt when I have told the counselors that handle my accounts there not to accept my student loans and that I did not wish to us them for my education. I used a credit card and the GI BIll. Grand canyon has accepted 10,000 in student loans since November of 2011. Money which they have continued to hang on to even after I requested and was told several times that the money was returned to the lender. They have held onto some of the funds for several months before I discontinued my enrollment despite my requests to have the funds returned to the lender so that I woul not incur and more debts from them. They continue to have a positive balance held in my account more than 1 month after I have discontinued my enrollment. Several emails sent to my counselors about discontinuing my enrollment were ignored until I was able to call them and confirm receipt of the emails so that they could continue to charge me enrollment fees for classes I had net even agreed to take yet.

Desired Settlement: I would like all student loan monies returned to the lender and an explanantion as to twhy all of my requests to pay for my education my own way and requests to not use student loans were ignored and the money was not returned as I requested on several occasions and continues to be ignored.

Business Response:

Grand Canyon University (the “University”) is in receipt of the above-referenced complaint.  The University takes all student complaints seriously and values the opportunity to respond.  The University’s Assistant Vice President for Academic Affairs, Dr. ********** ***** or a University representative on her behalf, will contact the consumer regarding his issue.  As Dr. ***** and her team respond to student complaints in the order they are received, please allow up to two weeks for Dr. ***** or her representative to contact the consumer.  If Dr. ***** and the consumer are unable to resolve the issues, Dr. ***** or her representative will provide information to the consumer on how to grieve through the University’s stated Appeals process as outlined in the University’s Academic Catalog.  The consumer may be asked to submit an appeal along with all supporting documentation demonstrating that he attempted in good faith to resolve the issues with the involved parties.  In addition, the above-reference grievance procedures can be found on pages 53, 54, and 55 of the University’s 2011-2012 Academic Policy Handbook. 

Sincerely,

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

General Counsel

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/18/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Grand Canyon University has charged our account 800 dollars for 4 days of class. Other schools I have gone to have a grace period were one can at least sit in on the first class to decide if they want to take it or not without being charged such a large fee. The school charges over 400 dollars as an annual fee the first year which you are required to pay even if you do not continue with the class. Their legal team may have all the rights to charge us, but I feel their company has bad business practices, and would not recommend them to future students. Communication between different departments are not up to par either. I was convinced to continue my class, but was dropped from it anyways. When I tried to get back access to the class Grand Canyon was unable to grant me access in a timely fashion. I have heard similar complaints from other nurses trying to obtain their BSN.

Desired Settlement: I feel Grand Canyon should find a much more reasonable way to charge people. I feel we should receive a total refund.

Business Response:

Grand Canyon University (the “University”) is in receipt of the above-referenced complaint.  The University takes all student complaints seriously and values the opportunity to respond.  The University’s Assistant Vice President for Academic Affairs, Dr. ********** *****, will contact Ms. ******* ****** regarding her issue.  As Dr. ***** responds to student complaints in the order they are received, please allow up to two weeks for Dr. ***** to contact Ms. ******.  If Dr. ***** and Ms. ****** are unable to resolve the issues, Dr. ***** will provide information to Ms. ****** on how to grieve through the University’s stated Appeals process as outlined in the University’s Academic Catalog.  Ms. ****** may be asked to submit an appeal along with all supporting documentation demonstrating that she attempted in good faith to resolve the issues with the involved parties.  In addition, the above-reference grievance procedures can be found on pages 53, 54, and 55 of the University’s 2011-2012 Academic Policy Handbook. 

Sincerely,

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

General Counsel

Business Response:

Good afternoon Caitlin,

 

Per your below email, the University did contact the above student on April 11th and relayed the below information to her (highlighted in red).  As you will see, it appears there was some confusion on the student’s behalf with the numbers of days which she attended her class as her complaint stated she attended four days of class.  However, during the April 11th telephone call from ***** ****, Executive Director of Student Operations, the student stated she only attended 1 day of class and that her husband had actually written the BBB complaint.  Nonetheless, Ms. **** advised the student that based on the University’s policy, her account was properly adjusted so that she only owed 25% of the course.  Ms. **** also informed her that University records indicate that she was informed that she would owe 25% of the cost of the class if she dropped at the time that she did.  Therefore, the student was aware of this prior to dropping her course.  Further, the student informed Ms. **** that contrary to her BBB complaint, her real issue was that she was removed from the class and is unsure why she was removed.   As you will see, Ms. **** stated that she would look into this mater and get back with the student.  Ms.  **** has been attempting to contact the student to inform her of the below (highlighted in green as provided by Ms. ****).  

 

I had a voice to voice discussion with this student.  Student claims to only have attended 1 day of class, and letter states she attended 4.  Student states that husband wrote the letter.   Next, advised the student that based on 1 week of attendance, and the policy manual that is published on our website, her account was properly adjusted so that she only owed 25% of the cost of the course.  We also have further documentation that student was informed she would owe 25% of the cost if she dropped at the time she did. This was informed to her on 8/4/11 by ******** ********.   Student advised her real issue is that she was removed from class, and stated she had no idea why she was removed from the class.

 

Advised student I will look further in to this portion, as this was not clear in the letter. The concern of the letter was that she was charged for attending 1 week, and was upset about owing for the technology fee, which is non –refundable.

 

Will follow up with student once I do a bit more digging on the classroom matter.

 

There are clear notes from voice to voice conversations with the student several days after she started stating that she wanted to start class at a later date, and that she was clearly counseled that she would owe 25 % of the cost of the course.  Based on that conversation, the Academic Manager dropped her.   The student claims she was locked out, but there is no evidence to support her claim that she really wanted to continue. In fact, the student failed to respond to any of the campuses attempts to reach out to her to save her, so that indicates to me, the student had a clear intent of dropping and was not upset about it.

 

She dropped during the 1st week of class, and owes 25% of the balance, and was counseled to this back prior to doing so. I don’t see that we did anything inappropriate in this case.

 

Hope this helps.

 

Again, Ms. **** is attempting to contact the student directly to relay the above information to her and will continue to do so until she successfully contacts her.

 

Thank you,

  ******** ***** ****

Executive Assistant

Office of General Counsel

Grand Canyon University

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

Phone No.: *** ********

Fax No.: 602 589-2578

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

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/16/2012 Problems with Product/Service | Complaint Details Unavailable
5/7/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On December 5,2011 I received a phone call from an enrollment counselor at Grand Canyon University who told me that I was eligible to attend the University without having to send in my G.E.D. transcript which was of a huge surprise to me because I had previously tried to enroll in 2008 but was then told after sending the transcript several times that it had not been received .I previously enrolled at GCU December 12,2011and today is march 13,2012 I have been given the run-a-round about a $2,367.00 stipend which is due to me I have been told by 4 different employees ,Financial supervisor, ******** ****** ,someone named ****** ,that my stipend was being Expedited because they had made a mistake and not sent it out after waiting for the stipend,I would would call back only to get voicemails ,in which I would leave messages which were not returned,After going through this process each time I was told the same thing that the guy who cuts the checks/issues them out was out of the office,and they would try to get to it ,and on several occassions I was told by academic counselor *** ****** ,and financial counselor ******** ******** that i should be more concerned about going to GCU and receiving my degree and not about the stipend they owe me from financial aid or student loans .I would like to note that as of today March,13 2012 I ****** ***** **** at 2;59 p.m has officially withdrew from Grand Canyon University Located **** ********* **** in Phoenix arizona I feel that this school that advertises on being an Christan college is using fraudulent ,unethical as ,immoral practices ,in their business and due to the fact that I ,as an consumer does not feel that the school is a trustworthy University in which I would like to invest in my future .I feel that I along with lots of others have been financially robbed ,and scammed by GCU ,all counselors were nice up to when I started asking questions about why I had not received my stipend ,after which all turned rude and arrogant and would not return calls.

Desired Settlement: I am seeking my refund ,because they owe me money ,and I do not feel the y should be able to simply rob someone of what is legally due to them,because of their unethical practices .

Business Response:

Grand Canyon University (the “University”) is in receipt of the above-referenced complaint.  The University takes all student complaints seriously and values the opportunity to respond.  The University’s Assistant Vice President for Academic Affairs, Dr. ********** *****, will contact Ms. ****** **** regarding her issue.  As Dr. ***** responds to student complaints in the order they are received, please allow up to two weeks for Dr. ***** to contact Ms. ****.  If Dr. ***** and Ms. **** are unable to resolve the issues, Dr. ***** will provide information to Ms. **** on how to grieve through the University’s stated Appeals process as outlined in the University’s Academic Catalog.  Ms. **** may be asked to submit an appeal along with all supporting documentation demonstrating that she attempted in good faith to resolve the issues with the involved parties.  In addition, the above-reference grievance procedures can be found on pages 53, 54, and 55 of the University’s 2011-2012 Academic Policy Handbook. 

Sincerely,

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

General Counsel

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/7/2012 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I was looking for online schools to join so that I could further my education. At the time I was considering ****** University and Grand Canyon University. I spoke with a counselor at Grand Canyon University and she seemed very nice but was always in a rush to try to make me sign up. I informed her that I was no longer interested and that I was starting my classes with ****** within a week. She asked me why I chose that school instead of Grand Canyon University and I explained to her that I liked the way the counselor took time to explain everything plus I liked the way the website was set up at ******. She told me that she would explain things to me and let me log on to the website so that she could explain it better to me. I finally agreed and we logged on. I didnt post and I never took any class. I did log on and she had me press things on the website so that I could see how it was set up. She had me log into the orientation class and I feel like she was eager to have me log on because she knew that once I logged on they could charge me because its considered starting the class. Once I logged on I told her that I was still going to start at ****** because I still liked it better. She said okay. About 3 months later I recieved a bill, I called and spoke with financial services and they said it showed I took a class and was responsible to pay. Once I got off the phone I looked up Grand Canyon and noticed that there are a lot of people out there who have been scammed like me. This school is all about money and all they want is for you to log in so they can charge you. After I saw all the complaints, I called the financial department back and told them that I was going to file a complaint because I never took a class there. A week later I recieved a call and they said that it would be taken cared of. Yesterday I recieved a call from a collection agency saying I owe them money for a class I took. I feel like I have been scammed.

Desired Settlement: I do not think that I should owe this school anything. They are known for doing this to students. I was promised that it would be taken care of and they lied. I dont want to pay for a class that I did not take, and I dont want this to happen to other people. I want someone to know how this "school" is scamming people.

Business Response:

Grand Canyon University (the “University”) is in receipt of the above-referenced complaint.  The University takes all student complaints seriously and values the opportunity to respond.  The University’s Assistant Vice President for Academic Affairs, Dr. ********** *****, will contact Ms. ****** ****** regarding her issue.  As Dr. ***** responds to student complaints in the order they are received, please allow up to two weeks for Dr. ***** to contact Ms. ******.  If Dr. ***** and Ms. ****** are unable to resolve the issues, Dr. ***** will provide information to Ms. ****** on how to grieve through the University’s stated Appeals process as outlined in the University’s Academic Catalog. Ms. ****** may be asked to submit an appeal along with all supporting documentation demonstrating that she attempted in good faith to resolve the issues with the involved parties.  In addition, the above-reference grievance procedures can be found on pages 53, 54, and 55 of the University’s 2011-2012 Academic Policy Handbook. 

Sincerely,

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

General Counsel

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/6/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I am very disappointed in the way my entry into the doctoral program, Doctor of Philosophy in General Psychology with an Emphasis in Cognition and Instruction, was handled by Grand Canyon University (GCU). When I applied to the program, I provided the university with all the various information and documentation needed for the program. My advisor, ******** ******, mentioned that I was missing the prerequisite statistics class that I needed to enter the program. She said that we could possibly find a math class that could be substituted for the statistics class. We did find a class, Math 1351, which she said was borderline what I needed. The next email that I received from the university was an email welcoming me to the GCU. Due to this email, I understood that I was accepted into the doctoral program. Ms. ****** never mentioned that everything was not final. She also did not mention that there as a possibility that I would have to stop the program and take a statics class on the side. I started my first class thinking that everything with my statistics class was fine and then in the middle of the class I was contacted by the university and told that I needed to take a $65 self- taught Statistics class because the borderline math class was not accepted. I went ahead and took the $65 Statistics class but ran into difficulty and was unable to pass the final exam. I called the school and they told me that I had to pay them back for the, $1,882.43 first class that I had taken in the doctoral program. I honestly would have preferred that Ms. ****** would have told me, from the very beginning, to wait, take a statistics class first, then come back and apply for the program. Now, because of the bad advising, I am stuck in a situation in which I cannot proceed with my doctoral education for a while and have to find a method of quickly repaying my class.

Desired Settlement: I feel that I should not have to pay the $1,882.43 bill for the class because I was allowed into the program, thinking everything was fine, when in reality my advisor had made a mistake.

Business Response:

Grand Canyon University (the “University”) is in receipt of the above-referenced complaint.  The University takes all student complaints seriously and values the opportunity to respond.  The University’s Assistant Vice President for Academic Affairs, Dr. ********** *****, will contact the customer regarding her issue.  As Dr. ***** responds to student complaints in the order they are received, please allow up to two weeks for Dr. ***** to contact the customer.  If Dr. ***** and the customer are unable to resolve the issues, Dr. ***** will provide information to the customer on how to grieve through the University’s stated Appeals process as outlined in the University’s Academic Catalog.  The customermay be asked to submit an appeal along with all supporting documentation demonstrating that she attempted in good faith to resolve the issues with the involved parties.  In addition, the above-reference grievance procedures can be found on pages 53, 54, and 55 of the University’s 2011-2012 Academic Policy Handbook. 

 

Sincerely,

 

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

General Counsel

Consumer Response:

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 until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

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


 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/4/2012 Billing/Collection Issues | Complaint Details Unavailable
5/3/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up to attend GCU online in the summer of 2008. I never heard from GCU until the 2nd week of the fall term, I got a call stating that I was supposed to start attending the online program the week earlier. I explained that a life event that prevented me from attending. The representative told me they had completed the dropping of the classes. The next week I got a call asking why I wasnt attending class. I explained the situation again. I proceeded to get calls pressuring me to start attending classes, so I asked them to remove me from their rolls. I continued to have troubles so I escalated the issue to the National Corporate Liaison (*** ******) to ask why they were continuing to harass me. He sent an email asking why they were continuing to make my life hell. GCU finally decided to dismiss all fees and costs.In April 2009, I started getting notices from a collection agency stating that I owed $25 to GCU. I sent another email to *** ******. GCU contacted the collection agency to inform them that there was no debt.Then in January 2012, I get a different collection agency contacting me saying that I owed the university $25. I contacted GCU to find out what was going on. They transferred me around the phone system and eventually sent me to a ****** *********** voicemail. I left a voicemail but got no response. I called GCU again but got no response from ******. I called a third time and refused to be sent to ******s voicemail. One of the representatives sent an email on my behalf to all the necessary people. The next day I then got an email from a representative who said the system was showing that the $25 had been written off in December 2009. I still have this email. She then said ****** wasnt accepting that the $25 was written off and that I had to pay them but gave me ******s contact info again. Since that time, I have contacted ****** five times and I get no response or return to my calls.I have email correspondence to substantiate all of the references noted above.

Desired Settlement: Admit the $25 is not owed and contact the ACT collection agency to inform them so they stop calling me or anyone else they are calling.

Business Response:

Grand Canyon University (the “University”) is in receipt of the above-referenced complaint.  The University takes all student complaints seriously and values the opportunity to respond.  The University’s Assistant Vice President for Academic Affairs, Dr. ********** *****, will contact Mr. ******* ***** regarding his issue.  As Dr. ***** responds to student complaints in the order they are received, please allow up to two weeks for Dr. ***** to contact Mr. *****.  If Dr. ***** and Mr. ***** are unable to resolve the issues, Dr. ***** will provide information to Mr. ***** on how to grieve through the University’s stated Appeals process as outlined in the University’s Academic Catalog.  Mr. ***** may be asked to submit an appeal along with all supporting documentation demonstrating that he attempted in good faith to resolve the issues with the involved parties.  In addition, the above-reference grievance procedures can be found on pages 53, 54, and 55 of the University’s 2011-2012 Academic Policy Handbook. 

Sincerely,

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

General Counsel

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/2/2012 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I was received notification in the middle of December 2011 that I had been sent to collection for a class I never took in 2009. I did not receive a bill, phone call, or email about a balance for this class from Gran Canyon University. They did have my email wrong. I called the university on 12-19-2011 and spent from 0715 AZ time til 1448 my time trying to find someone to speak to. I final spoke to a **** ********* At ************ who said he would investigate and get back to me. He did stated that the system had changed and many employees of the school at that time were no longer there. I then spoke to collection agency to report what was happening on the same day. I then called **** ********* on 12-22-2011, 12-27-11, 1-4-2012, 1-10-2012, 1-12-2012, 1-19-2012, and 2-2-12 and received no return call. I did speak to a financial counselor on 1-10-2012 and ******* on 1-19-2012 still with no return call. I procedure to contact a ****** ******** on 2-2-2012 whom returned my call the same day and referred back to **** *********. I then Called ****** ******* on 2-7-2012 because no one had called and she stated nothing had been done to date. I was then referred to ******* ***** by ******. ******* ***** called and left msg on 2-7-2012. I called ******* ***** on 2-8-2012 and she returned my call the same day and stated she would look into case. ******* ***** called 2-15-2012 and left msg to return her call. I called ******* ***** at ************** on 2-16-2012, 2-21-2012, 2-22-2012, 2-24-2012, 3-1-2012 and have not received a response. I have now called ****** ******** on 3-13-2012 to help with resolution to solve the matter at hand and left a message.

Desired Settlement: I would like the amount removed from collection and my account for a class I never took and requested to be withdrawn from and the F removed from my transcript. Therefore zero balance on account and withdrawal statement on transcript.

Business Response:

Grand Canyon University (the “University”) is in receipt of the above referenced complaint and is in the process of conducting a thorough investigation of Ms. ********'s issues.  Once completed if we determine that the University can assist Ms. ******** any further, we will contact her at that time.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/2/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I began an Introduction to Probability and Statistics class online on September 5, 2011 with Grand Canyon University. During the first week of class, my classmates and I noticed the extremely heavy workload and asked the instructor about this. The instructor of the class stated he did not create the syllabus and curriculum but we are welcome to fill out the survey at the end of the class regarding our issues. In addition to this, during the first two weeks I had asked the instructor for help understanding the information from the textbook and how to do some problems, to which he did not answer or simply told me that I needed to understand one part first. I asked him to elaborate, which he did not. The lack of support and help from the instructor during the eight week class was apparent by all the students and I had stayed in contact with my academic advisor regarding this issue. I sent an e-mail to my classmates and I received multiple responses from them having the same issue of the instructor not instructing, answering questions, or helping at all. I forwarded each e-mail I received to my academic advisor and finance counselor and spoke with my advisor each week. My academic advisor told me, after I had been crying on the phone with another counselor, that the school is pretty good about issues like this, though they are rare, he told me that the school will try to help me so that I don't have to pay for the class out of pocket if I fail. I did fail, along with many other students and now the school is requesting that I pay the more than $1800 for the class. I sent documents to my finance counselor, who I had a difficult time getting in touch with the entire time, the documents included correspondance between myself and classmates and myself and the instructor, and the forum that the school can access and see the lack of responses by the instructor. After a week and a half I received a call from my finance counselor telling me that my claim has been denied and that I owe the money. She gave me the phone number for her manager and informed me that I could call him and ask why it was denied. I called her manager on March 7, 2012 and left a message but I have not received a response from him. I tried to re-take this class with another instructor but I was informed that he was the only one teaching this class. I am now looking to attend a statistics class at a different school and was informed by my academic advisor that it may or may not transfer. I feel stuck and I cannot afford to pay for this class, which is why I have financial aid. I am an A student and it is obvious from my past and current grades that there is a reason that I failed this class that is outside of my control. During the class I even turned to a tutor through the school and still could not catch up and understand.

Desired Settlement: I would like Grand Canyon University to remove the $1868 debt from my account.

Business Response:

Grand Canyon University (the “University”) is in receipt of the above-referenced complaint.  The University takes all student complaints seriously and values the opportunity to respond.  The University’s Assistant Vice President for Academic Affairs, Dr. ********** *****, will contact Ms. ******* ****** regarding her issue.  As Dr. ***** responds to student complaints in the order they are received, please allow up to two weeks for Dr. ***** to contact Ms. ******.  If Dr. ***** and Ms. ****** are unable to resolve the issues, Dr. ***** will provide information to Ms. ****** on how to grieve through the University’s stated Appeals process as outlined in the University’s Academic Catalog.  Ms. ****** may be asked to submit an appeal along with all supporting documentation demonstrating that she attempted in good faith to resolve the issues with the involved parties.  In addition, the above-reference grievance procedures can be found on pages 53, 54, and 55 of the University’s 2011-2012 Academic Policy Handbook. 

Sincerely,

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

General Counsel

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/29/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I entered a class that had a teacher named ******* ***** on March 5th, 2012. I asked her a question about the bio she presented about the call system she mentioned. She sent me back a rude email that was forwarded to my academic counselor, they couldn't remove me from her class without me paying 25% of the class cost after just one day. I was going to try to countinue the class after talking to my academic Financial counselor ***** *****. Then the teacher called my phone addressed me in a hostile tone of voice and stated that she was old enough to be my grandmother, she also stated that she didn't play games with people. She made nervous and I asked her if I would be okay still doing her class. She said I guess you will be okay and the way she said it didn't make me feel comfortable. I have proof that she called me and saved her number in my phone with the time and date.

Desired Settlement: I feel like she will not be a great role model towards my academic studies and want to be removed from her class online without paying anything for the class. I did report this one day after the class started and don't feel that I should be charged for the 25%. She should never had called my home to put me in an uncomfortable position and now I am looking to go somewhere else for my studies. Thanks in Advance and God Bless

Business Response:

Grand Canyon University (the “University”) is in receipt of the above-referenced complaint.  The University takes all student complaints seriously and values the opportunity to respond.  The University’s Assistant Vice President for Academic Affairs, Dr. ********** *****, will contact Ms. ****** ****** regarding her issue.  As Dr. ***** responds to student complaints in the order they are received, please allow up to two weeks for Dr. ***** to contact Ms. Taylor.  If Dr. ***** and Ms. ****** are unable to resolve the issues, Dr. ***** will provide information to Ms. ****** on how to grieve through the University’s stated Appeals process as outlined in the University’s Academic Catalog.  Ms. ****** may be asked to submit an appeal along with all supporting documentation demonstrating that she attempted in good faith to resolve the issues with the involved parties.  In addition, the above-reference grievance procedures can be found on pages 53, 54, and 55 of the University’s 2011-2012 Academic Policy Handbook. 

Sincerely,

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

General Counsel

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/29/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I set up payment arrangement with Grand Canyon University to pay a bill I incurred, due to being placed on academic suspension. I had one authorization signed on 8/2011. I signed a NEW Authorization on 12/9/11 to increase the payment to $150. The increase in payments were suppose to start in December 2011, but they didn't . In February, I had two drafts out of my account one on the 15th and one on the 16th . The total was $250 . I don't know what they did this . I know I owe them, and they want me to settle , but this was not the way. I signed a NEW authorization sent by ******** - ******* and it was my understanding that I was increasing my payment would be $150 not $250 dollars a month . I didn't agree to this. I have tried to reach the student collections , but when you leave a message no one calls back or the phone just rings. This was a deplorable way to get me to pay more money . This is far from a Christian University .

Desired Settlement: I don't want them to draft anymore money out of my account . I will send the money by money order to the collection agency they send the account to or to the university.

Business Response:

Grand Canyon University (the “University”) is in receipt of the above-referenced complaint.  The University takes all student complaints seriously and values the opportunity to respond.  The University’s Assistant Vice President for Academic Affairs, Dr. ********** *****, will contact Ms. ******* ******* regarding her issue.  As Dr. ***** responds to student complaints in the order they are received, please allow up to two weeks for Dr. ***** to contact Ms. Francis.  If Dr. ***** and Ms. ******* are unable to resolve the issues, Dr. ***** will provide information to Ms. ******* on how to grieve through the University’s stated Appeals process as outlined in the University’s Academic Catalog.  Ms. ******* may be asked to submit an appeal along with all supporting documentation demonstrating that she attempted in good faith to resolve the issues with the involved parties.  In addition, the above-reference grievance procedures can be found on pages 53, 54, and 55 of the University’s 2011-2012 Academic Policy Handbook. 

Sincerely,

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

General Counsel

Business Response:

Grand Canyon University (the “University”) is in receipt of the above-referenced complaint.  The University takes all student complaints seriously and values the opportunity to respond.  The University’s Assistant Vice President for Academic Affairs, Dr. ********** *****, will contact Ms. ******* ******* regarding her issue.  As Dr. ***** responds to student complaints in the order they are received, please allow up to two weeks for Dr. ***** to contact Ms. Francis.  If Dr. ***** and Ms. ******* are unable to resolve the issues, Dr. ***** will provide information to Ms. ******* on how to grieve through the University’s stated Appeals process as outlined in the University’s Academic Catalog.  Ms. ******* may be asked to submit an appeal along with all supporting documentation demonstrating that she attempted in good faith to resolve the issues with the involved parties.  In addition, the above-reference grievance procedures can be found on pages 53, 54, and 55 of the University’s 2011-2012 Academic Policy Handbook. 

Sincerely,

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

General Counsel

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/23/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Emailed Carrie Giordano on 08/29/11 re: not receiving cheque for $16 credit. Did not hear from her.Called Student Finance Department on 09/12/11, spoke to Kateland about the credit balance on my account as of 08/23/11 on my account for $16 back. Was told it can take up to 30 days to receive the cheque. As of today, no cheque for $16 from Grand Canyon University.

Desired Settlement: Refund the $16.

Business Response:

Grand Canyon University (the “University”) is in receipt of the above-referenced complaint.  The University takes all student complaints seriously and values the opportunity to respond.   

 

On January 18, 2012, The University issued a check to Mr. ****** ***** in the amount of $16.00. If Mr. ***** has not received his check within 7-10 business days, please contact the Unviesrity Student Resolution Liaison, Carrie Giordano.  

 

As you know, the University takes these complaints very seriously and does everything it can to resolve them in an amicable manner.  Should Mr. ***** have any questions, he should contact the University’s Student Resolution Liaison, Carrie Giordano, at (800) 800-9776 ext: 6398035.  

 

 

Sincerely, 

 

Chris Richardson 

General Counsel 

BBB's Final Determination: Consumer accepted resolution offered by the business.

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