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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 13 factors. Get the details about the factors considered.

Factors that affect 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 141 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

141 complaints closed with BBB in last 3 years | 56 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 8
Billing/Collection Issues 73
Delivery Issues 1
Guarantee/Warranty Issues 3
Problems with Product/Service 56
Total Closed Complaints 141

Customer Reviews Summary Read customer reviews

22 Customer Reviews on Grand Canyon University
Customer Experience Total Customer Reviews
Positive Experience 1
Neutral Experience 0
Negative Experience 21
Total Customer Reviews 22

Additional Information

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, Bonding or Registration

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 Department Of Education
1535 W. Jefferson Street, Phoenix AZ 85007
http://www.azed.gov
Phone Number: (602) 542-5393

Arizona State Post Private Secondary EducationS
1400 W. Washington Street, Phoenix AZ 85007
http://azppse.state.az.us/contact_form.asp
Phone Number: (602) 542-8709
Fax Number: (602) 542-1253

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.

Customer Review Rating plus BBB Rating Summary

Grand Canyon University has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • 3300 W Camelback Rd

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

  • THIS LOCATION IS NOT BBB ACCREDITED

    5901 Harper Dr NE

    Albuquerque, NM 87109

  • THIS LOCATION IS NOT BBB ACCREDITED

    6700 Jefferson NE

    Albuquerque, NM 87109

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

9/24/2016 Problems with Product/Service
9/24/2016 Billing/Collection Issues
9/3/2016 Billing/Collection Issues
8/31/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: School is mishandling financial aid, pell *****, and GI bill money also charging inappropriately taking advantage of a veteran. I've not only tried communicating with the financial adviser who told me several times my account would be cleared after taking and passing my class. I asked several times on a "recorded line" and I was told that it would indeed clear me, there was nothing else I needed to do since I receive GI Bill and I have a very high GPA. However over the past several weeks I have noticed that my account information has greatly changed. From owing the school $2860 to $292 and now to $800. That $292 came after my VA payment and then the $800 came after a PELL ***** came in. My account should be at a zero balance. I was told after completing the Organizational Behavior and Management class I would be completely cleared and yes this was expressed to me several times even in the last week of the class when I informed my adviser that I still had two weeks to do assignments and my next class needed to be pushed out. I finished my class and dis-enrolled from the school after continuously having issues with the school. I've tried reaching the supervisor who refuses to return calls or emails. Now i'm being told I need to pay the school yet again. I've got charges for classes I'm not taking on my account, charges that doesn't make sense at all my ledger keeps changing and still doesn't add up the school is mishandling funds, illegally charging me. My GI bill covers my classes I shouldn't have any charges and what isn't covered by some odd reason should be between my military discount, student loans and other financial aid. I firmly believe the school is mishandling money and trying to take advantage of my military benefits and charge me unnecessarily charges. Since every conversations is "on a recorded line" it shouldn't be to hard to find recordings from Nov.2015-July 2016 where my adviser states I will be financially cleared with no balance.

Desired Settlement: My account to be fully cleared to a zero balance, the school to be audited and ensure that no other veteran, military member, and or student is being over charged, mishandled funds.

Business Response: Dear BBB,

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 Military Division Regional Director of Operations – Chris L******* and, based on that review, GCU has determined that Mr. *******’s complaint was appropriately resolved. This determination is based on the following information:

Per GCU records, Mr. ******* was issued an additional stipend of financial aid funds on November 4, 2015 in the amount of $1,000 that should not have been sent to him.  The $1,000 stipend was monies from Mr. *******’s Pell ***** that should have been kept at GCU and applied to his remaining tuition balance.  Nonetheless due to this error, GCU has elected to write off Mr. *******’s outstanding balance per his BBB request.  At this time, Mr. ******* no longer has an outstanding balance with GCU.


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,


Chris L*******
Military Division
Grand Canyon University 

8/30/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I am filing this complaint regarding Grand Canyon University and the financial aid office and specifically Roman R**** due to collection practices and inconsistent information being given. Mr. R**** has contacted me on three occasions February 27, 2016, May 31, 2016, and June 10, 2016. The call on February 27, 2016, I inquired regarding my financial aid as I am aware I was researching the maximum aid I could receive. I asked Mr. R**** several different ways how much I was going to be responsible as tuition was raised and I was told upon enrollment it was not going to increase, but it has. I told him I knew at that time it was 6000.00 prior to the increase. I was told that my out of pocket including residency was going to be 3500.00. Mr. R**** called me again on May 31, 2016, and told me I was going to owe the school 10, 800.00 and how was I going to pay that? I asked him what was he talking about at last we talked he stated 3,500.00. He began to laugh and stated, “I never told you that.” I told him that he did and that I asked him several different times what I was going to owe. The new class year begins on June 23, 2016. I told him I did not appreciate this surprise of having to pay 10,800.00 a few weeks. I told him I would get back to him. I am concerned about being dis-enrolled. I experienced this when I began at Grand Canyon with Sharee T***, who is now the director of financial aid at Grand Canyon. I do not have much faith in speaking to her about this as a result. I was dis-enrolled for less than 20.00 the first day of class. I contacted Mr. R**** via email June 2, 2016, and told him I would be taking the money out of my retirement and that I will make my payment as soon as I receive the monies. June 10, 2016, Mr. R**** called again and once again denied making statements to me about what was owed. Today he states I need to pay for the “class.” I reminded him that he stated I needed to ay 10,800.00. I told him that is the payment I will make as soon as they finish processing the paperwork and send the checkout. Mr. R**** asked again, “When are you going to pay?” I told him, “I cannot control what the Controller does, but I submitted the paperwork.” I asked him did he want to see a copy of it and he stated he “did not.” He then said that was “too much money to send.” I reminded him that is what he stated, I needed to pay. Mr. R**** states they are going to send the check back. I reminded him that is what he told me I needed to pay on our last phone call. Then he stated he was not going to argue with me about it. We ended the call. This is far from a school it is strictly a business and I am frustrated with all of the inconsistencies and false accounts of what should happen or what is needed. I would appreciate not being dropped from my classes as we are coming up to residency and that will disrupt my academic progress as a result of Mr. R**** is inconsistencies. They state they are recording calls I would like those records obtained so it can be heard what I asked Mr. R**** and what the amount was he initially stated and also the laughter. Had he has stated this in February I could have accessed the money then instead of being stressed about waiting for a check to be cut from my retirement now. It has been my experience the financial aid office has little respect for students. I mentioned to Mr. R**** that I noticed most of their complaints surround the financial aid office and I now see why. They stated retention was 30% at residency in 2015 and I now am told it is down to 28%. I am a student, not a temporary funding source for the Campus in Phoenix. I would like to finish the education I was told I could receive if I do that work required. Not be laughed at, and receive calls demanding money of which I already address and not to be thrown out by not meeting the demands for large amounts of money that as of today Mr. R**** denies asking for. In addition, if he would have shared this information in February, I could have had this resolved and there would be no need for this complaint or the additional calls Mr. R**** made to me.

Desired Settlement: The remedy I am seeking is time to receive the check from my retirement and make the payment without having my academics interrupted or weekly calls asking when I am going to pay. I would also like in writing what the cost of the rest of my program will be including any other fees that will be applied outside of my academic courses. In addition, I would like the last three calls reviewed, so that what I was told and asked for could be validated as 3500 is far from 10,800. Once that is validated I would like another advisor that is consistent with giving accurate information. I would appreciate someone that can take what he is doing seriously and not laugh when I am speaking to him as my doctoral degree IS NOT a laughing matter to me. Nor is the cost of completing the degree.

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 Executive Director of Student Services, Nancy P*** and, based on that review, GCU has determined that Ms. ****’s complaint was resolved. This determination is based on the following information:

Ms. ***** signed an enrollment agreement with Grand Canyon University (GCU) for the Doctor of Education in Organizational Leadership with an Emphasis in Heath Care Administration on June 18, 2014.  This enrollment agreement clearly outlined the costs associated with the program which includes tuition and fees.  Ms. ***** also signed a financial agreement acknowledging that tuition may change at any time. Additionally by signing her enrollment agreement Ms. ***** acknowledged she had access to the University Policy Handbook that is housed on GCU’s public website, and also states that tuition may change at any time.  Therefore, the claim that Ms. ***** was advised tuition would never change is not accurate. GCU works hard to minimize tuition increases and has rarely made such changes over the last five years. The tuition increase to which Ms. ***** is referring was a $10 per credit increase which caused a very minimal impact to her overall program costs.

When Ms. ***** enrolled with the University, she participated in several counseling sessions, one of which is the Welcome Call with the Student Services Advisor.  Her Welcome Call was completed on July 3, 2014 with Student Service Advisor Sharee T*** during which time Ms. ***** was counseled that she had already used $104,524 of her lifetime aggregate of student loans which is $138,500, and this would cause some out of pocket expense to her in order to complete her program which consists of 60 program credits, plus any additional coursework required to complete her dissertation project.  During that session, responsible borrowing was also discussed which described ways to minimize borrowing.  During the call, Ms. ***** disclosed that she was receiving approximately $3,000 per year in employer tuition assistance which would assist her with those out of pocket expenses. She was counseled to minimize borrowing. Since Ms. ***** began her program, she has received five excess funds checks which could be used toward future out of pocket tuition expenses. The total amount of those checks to date equates to $6,849.    On September 10, 2015, Ms. ***** received an email response from Student Services Advisor Roman R**** regarding her inquiry about the number of courses remaining and the impact of the recent tuition increase toward her total remaining costs. He responded to Ms. ***** and informed her that she had at that point completed 24 of the required 60 credits and that tuition increased $10 per credit.  He also copied Ms. Tate on that email.  This information was provided to assist Ms. ***** in planning her future out of pocket expenses.

Regarding the February 27, 2016 telephone conversation with Mr. R****, we believe there may have been a misunderstanding regarding total out of pocket expenses for the remaining program versus the amount of out of pocket expense to complete the academic year when residency was included in the academic year. There is no indication in our documented records that a total program out of pocket expense of only $3,500 was discussed.  We apologize that the distinction between the costs for the academic year and the program completion was not more clearly defined during the discussion to help better understand the difference but find no indication that an amount of $3,500 was discussed.

On April 11, 2016 Mr. R**** contacted Ms. ***** to discuss her next course clearance, and again reminded Ms. ***** that she was approaching her lifetime aggregate in student loans, and that she should start researching options to help pay for future courses so as to keep her on track with her program.  Mr. R**** further referenced the Federal Grad PLUS loan information to assist her with these plans.  On May 31, 2016, Mr. R**** spoke to Ms. ***** about her plans to secure out of pocket funding to help pay for future courses.  Given the amount of aid already used prior to coming to GCU, she would have an out of pocket expense as discussed on her July 3, 2014 welcome call. The estimated amounts from the beginning of her program would be at minimum $8,000 at the time she started the program which does not include tuition and fees increases nor does it factor in any costs for courses that would need to be repeated or extension courses to complete the dissertation process or stipend checks that would be sent directly to Ms. *****.  It should be noted, that $6,849 of her remaining financial aid was sent directly to Ms. ***** in the form of stipend checks. It should be further be noted that Ms. Tate was not promoted to Director of Finance.  She was promoted in to Dissertation Student Services Advisor role with the University and does remain a highly qualified member of the student services staff.

We appreciate Ms. ***** proactive actions to secure out of pocket funding to help cover her future out of pocket expenses. We do not require the entire amount be provided at one time, but instead, work on a course by course basis to cover expenses as they arise. We do apologize for this misunderstanding and will work with Mr. R**** to be more clear in his conversations regarding future out of pocket expenses and how those monies should be secured.  What is never acceptable from a student services perspective is perceived laughter at our learner base. Very specific coaching and live y-connecting to hear first-hand the conversations that Mr. R**** has with learners has been completed and coaching provided. Further, prior telephone calls have been reviewed, but there is no indication that a figure of $3,500 out of pocket expense was provided.

A total and final cost for Ms. ***** remaining program cannot be provided at this time given the many variables related to the doctoral journey.  Each learner’s progression is unique to their individual scholarly research as is the process of original research.  The best we can provide is the current costs of the tuition which is $640 per credit with a canyon connect fee of $105 per course but it’s important to note, the cost of tuition could change in the future.  While the program requires a total of 60 credits to complete the academic portion of the program, it is possible, depending on Ms. ***** progression in her original research, that additional continuation courses may be required to complete the dissertation research project which is the equivalent of writing a scholarly book. It is impossible to determine at this time the number of continuation courses (if any) that will be required for Ms. ***** to secure her doctoral degree.  We are very happy to change the student services advisor with which Ms. ***** works to one of our experienced Team Leads in the department to help try to improve communication and her service experience with GCU.  We hope this will help provide a more smooth transition toward a very exciting journey.

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,


Nancy R. P***
College of Doctoral Studies
Grand Canyon University 


Consumer Response:  I do not think Ms. P*** understands my concern. I DID NOT ASK FOR FINANCAL AID. What I asked was to be notified timely. As I could have pulled the money out when we had the first conversation instead of demanding to know when I was going to pay. My issue is business practice and PROFESSIONALISM. I mentioned three phone calls. The first call Mr. R**** stated I would be short "3,500.00. The next call in April Mr. R**** was laughing at me and stated I owed 10,800.00 and asked me how I was going to pay. The next phone call he had yet another amount. If the calls were recorded that would be apparent. I understood very clear because I knew I would be responsible for the difference. Of course I would want to be clear on the amount. Since I have filed the complaint I have paid 4800.00. My balance went to zero and I just noticed there is a balance for 236.83. Where is that coming from. The amounts continue to change and that was my issue and concern. There has not been consistency. I asked for a new counselor as well. ******* *****

Business Response:

Dear BBB,

 

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

 

We appreciate Ms. ***** efforts to secure funding for her future academic courses.  Further, we understand the confusion on the dollar amounts discussed with Ms. ***** as it appears the Student Services Advisor did not clearly delineate the differences between amounts due for the academic year when residency was scheduled vs. the amounts owed for program completion.  We apologize for not making this clearer. The amounts owed for the program completion may not be offered due to the unique academic journey of each doctoral learner as they embark on the dissertation process. The number of continuation courses (if any) cannot be predicted and is based entirely on the learner’s individual academic progress of their unique dissertation study. The best information we can offer regarding the cost for future continuation courses, is the costs per credit hour of $640 plus a $105 Canyon Connect fee per course which can be used as a means for Ms. ***** to plan for her future expenses.  It is also important to note that tuition may change in the future as outlined in our Policy Handbook. In addition, GCU will gladly change Ms. ***** counselor to a seasoned Team Lead whom we hope will offer a more concise communication approach as it relates to financial matters.

 

We acknowledge the payment Ms. ***** made in the amount of $4,815.  Those payments were received as such:  7/1/16: $4,000 (2 separate payments of $2,000 each) and 7/8/16: $815. These payments were applied towards Ms. ***** 6/23/16 course which totaled $1,920, and the remaining $80 credit and payments were applied toward her residency course which cost $2,895.  The payments Ms. ***** made covered completely the amounts owed for these two courses ($1920 +2,895 = $4,815 = amounts of payments made).  Ms. ***** is accurate in stating her payments zeroed out her balance due.   Since Ms. ***** was back in attendance, GCU was able to bring in the remaining financial aid available in her lifetime aggregate loan amount. We were able to bring in $236 worth of financial aid remaining on 7/12/16 which appears as a credit on her account and is available to pay towards her next course that begins on 8/18/16.  I hope that helps explain the amount of $236 on Ms. *****’s account.  It is a credit balance, and not an amount owed to GCU.

 

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,

 

 

Nancy R P***

College of Doctoral Studies

Grand Canyon University

 

8/30/2016 Problems with Product/Service
8/29/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: The university is trying to exclude themselves for discharge in a bankruptcy case claiming that the amount that they are charging me is student load debt. It is not at all. I signed up for a class at Grand Canyon. That was my mistake because due to their unfair practices I now owe them $3397.00. I signed up for a beginning doctoral class, before I was able to finish the class, I had to have emergency surgery and had other health issues that prevented me from finishing the class. I then owed $1995.00. I received a call from one of the representatives advising me to sign up for the class again just to get the student loan money that would cover the previous amount owned and the new class. I specifically asked her if I was going to have to finish and pass the class because I was no longer interested in their program. This conversation should be on tape. She said no, so I signed up for the class. Later I get information that they have withdrawn me from the class and are sending my student loan money back. They then inform me that they are still charging me from the class because I did not withdraw in the allotted time. Well I did not withdraw because I did not know that I needed to. I believe that this was also a trick to try to get me to take more classes and to charge me more money. I am okay with paying the original amount of $1995. However, I do not believe that I should have to pay the other balance due to the fact that I never started the other classes. Also, Grand Canyon needs to withdraw or change the claim that they sent to the bankruptcy court which erroneous and illegally states that this expense is a student loan expense. They are a university not a student loan provider or servicer and their claim is fully dischargeable. I have spoken with a legal aid lawyer about this situation and am to attempting to resolve the situation this way first.

Desired Settlement: I request that Grand Canyon change their claim amount from $3974.50 to $1995.00. I also request that they adjust their erroneous claim given to United States Trustee Marilyn Marshall.

Business Response: Dear BBB,

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

Ms. ****** signed an enrollm*** agreem*** for the Doctor of Education Organizational Leadership with an emphasis in Behavior Health on January 27, 2015 with an effective start date of February 5, 2015.  This enrollm*** agreem*** states the learner has access to and agreed to adhere to all policies in the University Policy Handbook.  Further, Ms. ****** actively participated on a welcome call with her Stud*** Services Advisor (SSA) Melissa Allen on February 3, 2015 whereby all financial, academic, and ***endance policies were reviewed. This conversation was recapped with a summary of the information presented on the call in an email s*** to Ms. ****** by the SSA on February 3, 2015 immediately after the call was completed.

Ms. ******’s was enrolled in course RES811 on February 5, 2015; her first ***empt at this course.  Ms. ****** dropped the course on March 4, 2015.  As Ms. ****** states in her complaint, she was responsible for 100% of the costs associated with the course since she dropped outside of the published refund period.  These costs include tuition ($1,890), the learning managem*** fee ($400) and her Canyon Connect fee ($105) for a total in the amount of $2,395.  Financial aid was disbursed on February 13, 2015 in an amount of $5,392 with a stipend check in the amount of $1,002 mailed to Ms. ****** on February 19, 2015.  Since Ms. ****** fell out of ***endance for a period longer than 14 days, her account became subject to the Departm*** of Education’s return to lender calculation that determines the amount of disbursed aid that Ms. ****** earned.  The result of this calculation determined that the entire disbursem*** had to be returned to the lender which in-turn created a balance on Ms. ******’s account in the amount of $3,397 which included the amount of $2,395 for fees described above plus the $1,002 from the stipend which Ms. ****** received.

During due diligence ***empts to collect on Ms. ******’s balance, she decided that she wanted to return to class on May 27, 2015 to repeat RES811.  By doing so, GCU would be able to recover the financial aid previously returned which would cover the costs associated with Ms. ******’s first ***empt at RES811, as well as her second ***empt at the course.  Ms. ****** was scheduled to return to class on May 27, 2015, however on June 2, 2015 Enrollm*** Counselor Chad K*** spoke with Ms. ****** and she said she forgot to post in to class and also forgot her log-in credentials.  Mr. K*** provided her with instructions on how to reset her password and Ms. ****** was not charged tuition for the class.  She was then rescheduled again for her second ***empt at RES811 on June 25, 2015 and posted in the class on this date but she dropped it on June 29, 2015. 

Prior to dropping her course on June 29, 2015 during a telephone call with Ms. ******, Stud*** Services Advisor Brenda Roundtree fully counseled Ms. ****** on the financial and academic impacts of dropping the second ***empt at the course which included the first course completion implications of dropping a second time as well as the financial aid implications.  Ms. ****** stated she fully understood thus, Ms. Roundtree processed Ms. ******’s dropped course request that same day.   Ms. ****** was only charged for 25% of the tuition plus the Canyon Connect fee of $105 for the second ***empt at RES811 since she dropped during the first week of the course.   Unfortunately, since Ms. ****** dropped her second course prior to the time financial aid was disbursed, GCU was unable to recover the disbursem*** to cover the costs of Ms. ******’s outstanding tuition and fees since learners must be in active ***endance to receive financial aid. Therefore, Ms. ****** owes the costs associated with the first course ($3,397), plus 25% of the cost of tuition for the second course ($472.50) and the Canyon Connect Fee for that second ***empt ($105). Together these fees equate to a total balance due of $3,974.50 which is fully substantiated and was reviewed with Ms. ****** prior to the actions she took.  All policies were fully reviewed on the telephone as well as through written documentation to support those policies emailed to Ms. ****** prior to her class start date. She was also fully counseled on the impact of her actions prior to dropping the second ***empt of the course, and she stated that she understood the impact. The University made over eight due diligence ***empts and s*** four emails to Ms. ****** over a period of two months trying to help her resolve her balance.  Unfortunately, these ***empts at resolution were not answered by Ms. ******. Therefore, the balance due on her account is accurate, was fully reviewed with Ms. ****** prior to her taking the actions of dropping her courses and are due in full. 

According to Ms. ******’s bankruptcy documents, she filed a Chapter 13 bankruptcy petition on December 9, 2015.  GCU filed a Proof of Claim on April 12, 2016 for $3,974.50 and s*** a letter to Ms. ****** dated April 4, 2016 setting forth the legal basis for GCU’s claim for stud*** loan debt.  As stated in our letter to Ms. ******, GCU’s claim is stud*** loan debt pursuant to 11 U.S.C. Sec. 523(a)(8) and 26 U.S.C. Sec. 221(d)(1).  Ms. ****** is more than welcome to reach out to Ben Meyer in our legal departm*** at ***************** ** ************ with any questions or concerns regarding her bankruptcy.

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

Sincerely,


Nancy R. P***
College of Doctoral 
Grand Canyon University 

Consumer Response:  I have recordings of my conversations with every individual states in their response. At no time did any of them advise me that I would owe more than $3000 in fees. Since GCU is refusing to cooperate, I guess we will take the matter up in court at a later date. I also will be advising as many people as I can to not attend this university.


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

8/28/2016 Billing/Collection Issues
8/24/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I've been a student at Grand Canyon University for the past 7 months. I was enrolled in the Masters Program for special education. I was happy with the program and everything was going well. One morning when I logged on to start my next class I was not able to log in to my student portal. After contacting a student service adviser I was told that I was temporarily kicked out of the program for a year. The student service adviser explained that since my GPA was not written on my B.A. Transcript, I was accepted with specifications and therefore I was treated differently. It seems like I was kicked out for a year for no real reason!

Desired Settlement: Get back into college ASAP!

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’s Matthew N**** and, based on that review, GCU has determined that Ms. ****** complaint was appropriately resolved. This determination is based on the following information:

Ms. **** started with Grand Canyon University as a Master’s level student which requires 2.8 GPA or higher for full acceptance into the program.  The University’s policy states that any student who enters a master’s program with less than 2.8 GPA will be accepted with specifications.  Master’s students must have a 3.0 unweighted GPA after completion of their first 8 credits otherwise they are dismissed from the University for 12 months.

Ms. ****** GCU record indicates that after successful completion of her 8th credit she did not have the 3.0 unweighted GPA to be accepted to the University.  Her unweighted GPA was 2.9 which is what caused her dismissal.  The University’s recommendation is that Ms. **** file a University appeal to dispute her dismissal.  Until an appeal is filed the University’s policy stands with regards to Ms. ****** dismissal.  Ms. ****** assigned Student Service Advisor Maria E******* spoke with Ms. **** on the phone on 5/19/16 and explained why she was dismissed.  Ms. **** stated she would check on why her transcript from her previous school did not have her GPA listed.  Additionally, after the call Ms. E******* emailed Ms. **** the information to file an appeal and recommended that Ms. **** do so.  However as of today, Ms. **** has not submitted that appeal.  If Ms. **** would like to submit an appeal she can complete the attached document and submit it to universityappeals@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,


Matthew N****
College of Education
Grand Canyon University 

Consumer Response:

I would like to reopen Complaint ID:********.

I am not sure why it was closed since my issue did not get resolved. I do not agree with GCU decision. GCU responded that I should fill out form  an " Appeals Form.pdf." Filling out that form would have admitted my guilt, but I did not get kicked out on basis of having a low GPA. I was temporarily suspended from college since the GPA was not on my transcript therefore I was treated as a special student. That is the issue I would like GCU to understand that due to circumstances beyond my responsibility my GPA was not on my transcript and I would like to be accepted as regular student retroactively from the beginning of my time as GCU. 


Business Response: Dear BBB,

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

Ms. **** has reached out to Grand Canyon University requesting her transcript being reviewed again based on the coursework taken from her bachelor’s degree.  Maria E*******, Ms. ****** Student Service Advisor submitted a request to GCU’s Academic Compliance department but the transcript was not reviewed a second time because based on the CR status on the transcript equating to a C grade (2.0 GPA), Ms. ****** admission status would still remain Accepted with Specification status because of her GPA being less than the requirement for full admittance.  Therefore, the University will stand by Ms. ****** dismissal based on the academic transcripts that were evaluated.  

GCU has offered Ms. **** the opportunity to apply for reinstatement and explore the option of being admitted into the Non Degree Seeking program and take single courses to help increase her GPA until she can return to her degree seeking program.  This is currently the only remaining option available to Ms. **** and the University is willing to allow her to apply for reinstatement; however it will not be for the degree seeking program until her dismissal period is over.

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,


Matthew N****
College of Education
Grand Canyon University 

8/20/2016 Problems with Product/Service
8/4/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was a Graduate Student, for one week, at Grand Canyon University. I was enrolled in their Master's Program in Nursing Education. I was mislead by my academic advisor, Tara P******. She promised to stay with me throughout the program and guide me when necessary. Having an academic advisor was something that I did not have at any of the other on-line schools I have been enrolled in. Tara also knew that I only had 2 classes left to take, at a different university, in order to graduate. This college revised their nursing curriculum and these last 2 classes weren't offered until Spring 2017. I shared, with Tara P******, the difficulty I had with my absent academic advisor at the school I previously attended. I informed her that having an on going relationship, with my advisor, was a necessary requirement, before I enrolled at Grand Canyon. Tara P****** assured me that she would work with me until I graduated. A few days before school began, I received an e-mail from a different person who stated that Tara was only my enrollment counselor and that she will not be my academic advisor. Tara had already enrolled me in my class and financial aid was already in process so I felt that I had no choice but to begin classes. I was never oriented to the on-line classroom; this created a lot of confusion as I tried to navigate on my own. I asked the teacher for assistance and she directed me back to my enrollment counselor. I tried to contact her and she didn't answer my calls. I lost 30 points during my first week of classes; I could not follow the directions because I didn't know where to find them. This was a very complicated system and it was very unorganized. At this time, I also was told that I would NOT be receiving any financial aid stipend money until next year. Tara promised me that I would get 3 thousand dollars, as I did at the other school. I dropped out after the first week and they sent me a bill for $2400.00. I never registered so I wasn't aware of their policies!

Desired Settlement: Not to be charged 2400.00 dollars for a service that I didn't receive. I didn't register for the class and I was NEVER told that I would have to pay full price if I dropped out one day after the first week of classes. They don't have a registration office, business office, or a financial aid office so there's no one to talk to. This was all a scam! As soon as they get you to sign on, they refuse your calls.

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 Regional Director of Operations, Ian Flores and, based on that review, GCU has determined that Ms. ****** complaint was appropriately resolved. This determination is based on the following information:

Ms. **** inquired about a Master of Science in Nursing with an Emphasis in Nursing Education and was scheduled to start her program on April 14, 2016.  Prior to the start of her first course, Enrollment Counselor, Tara P****** attempted to contact Ms. **** multiple times to complete a Walk to Class.  However, Ms. P****** was unsuccessful due to a bad number and/or not being able to leave a message for Ms. **** to return her calls.  Attempts were made by Ms. P****** on April 7, 2016; April 8, 2016 and April 14, 2016.  Every student receives a Walk to Class from their enrollment counselor.  During this call the counselor will review the entire LoudCloud system to ensure the student is prepared to take courses online here at GCU.  On April 7, 2016 during a phone conversation between Ms. P****** and Ms. ****, a Walk to Class was scheduled for the following day; April 8, 2016.  On April 8, 2016 Enrollment Counselor Miranda B**** attempted to contact Ms. **** to complete the Walk to Class and a message was left by Ms. B****; however her call was never returned by Ms. ****, so the appointment was missed.  On April 14, 2016 there were four different attempts by Ms. P****** to contact Ms. **** to review and go through the Walk to Class but none of her calls were returned.  When Ms. **** finally did call in, after her start date, she spoke with Stacia A****, Miranda B****, Tara P******, and Alicia L*****. During these calls, Ms. **** asked questions and had concerns regarding accreditation, transfer credits, and financial aid.  However, she did not raise any questions about the LoudCloud software or any issues with that system.

On April 13, 2016, Ms. ****** Student Services Advisor, Ms. L***** completed a Welcome Call with Ms. ****. During the Welcome Call, the counselor will review all GCU policies and procedures with the student, including the Drop\Withdrawal policies as well as all financial aid timelines and policies.  During this call, Ms. L***** also explained that Ms. P****** was Ms. ****** Enrollment Counselor and Ms. L***** was Ms. ****** Student Services Advisor.  She also explained that they work very closely throughout the entire program for the student, and that as her Student Services Advisor, Ms. **** can always work with Ms. P******.  Ms. L***** also explained that Ms. **** was starting at GCU with an overlapping loan meaning that Ms. **** had attended and used financial aid at another school and that loan overlapped with her loans at GCU.  However, Ms. P****** further explained that Ms. **** would have enough financial aid to cover her first Academic Year in full at GCU with no out of pocket expenses.  However, on April 26, 2016 during week 2 of her courses, Ms. **** submitted a Complete Withdrawal.  Ms. ****** last date of attendance was on April 24, 2016 which was also during week 2, therefore she was participating in her classes during week 2 when she decided to withdraw from GCU.  Per GCU Policy that was detailed to Ms. **** during her Welcome Call with Ms. L*****, if a student withdraws from a course after week 1, the student is fully responsible for tuition charges. Since Ms. **** decided to withdraw, her Title IV funds were not able to be packaged as they were unearned.  Title IV funds cannot post to a student’s account after their last date of attendance.  As a result, Ms. **** owes a balance in the amount of $2,400 for tuition and fees.

On May 19, 2016 a settlement was offered to Ms. ****.  GCU offered Ms. **** a full non-passing tuition adjustment in the amount of $2,000 along with a new scheduled Walk to Class to prepare for class if she returned to GCU.  However she declined GCU’s offer.  Ms. **** does have a $2,400 balance owed to GCU for withdrawing from her first course which includes $2,000 in tuition charges and $400 in Learning Management Fees.

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,


Ian F***** 
Regional Director of Operations, College of Nursing and Health Care Professionals
Grand Canyon University 

Consumer Response:  After reading the response by Grand Canyon University I can honestly say that Tara P****** and Ms. L***** are very confused regarding the days they tried to reach me with no success.  I can also say that no one reviewed the policies regarding how much time a student has to withdraw from a class before being charged the full balance. I dropped the class on 4/23, this was on a Saturday, as soon as I received my grades and feedback from the instructor. The instructor took 30 points off of my grade. 10 points were taken off because I wrote too many words (150 words over but after taken off the title page and references I was only 30 words over), she took another 10 points off because she claimed I didn't respond to enough students in my discussion post, another 10 points were taken off because she claimed I was late on one assignment. First of all, I have never heard of such a policy that an instructor takes off points for 30 extra words, secondly, I called Ms. L***** to find out how many posts I had to write each week and the information she gave me was wrong, and lastly, I never handed anything in late! My submission date reflected the due date. I took a picture of this and sent it to my instructor! She informed me that I would have to speak to the technical department! It was very easy to see that the date I submitted the paper was on the due date. My work for the first week was excellent but all points that were taken off could've been avoided had someone told me the policies, rules, and showed me how to navigate, etc. I attempted to reach my instructor via e-mail, telephone call with a voice mail, and then I sent her a text message. Her response to me was to speak to my enrollment counselor.


 I was never given a walk through and because of this, I was lost! Tara P****** tried to call me one time and I returned her call. She was celebrating her birthday and apologized for not getting back to me. This was at the end of the day, before school started. She also told me that she was taking the next 2 days off.  She told me she would call me Monday, 2 days before school began and she did not call me. I never received a welcome call from Ms. L***** or Tara P******. If Tara P****** or Ms. L***** gave me a welcome call and explained the policies, rules, and withdraw deadlines then I would like to hear this taped conversation! Or let the BBB listen to it.

Grand Canyon University records each and every phone call that they have with the students. These conversation must be taped for a reason! Let Grand Canyon do an investigation and listen to the recorded telephone calls. Once Tara P****** enrolled me in class I had a very difficult time reaching her. She told me that we would be working together throughout the entire program. She failed to mention that Ms. L***** was going to be my academic advisor. Those conversations are also taped and recorded. 

Grand Canyon University has no right to charge me for 8 weeks of classes when I attended for one week. I have NEVER heard of such strict withdraw policies. This is something that is vital for all students to know. In other schools, this information is given to all students, in writing,when you register for classes. This school doesn't have a registration office, or a financial aid office. Before Tara registered me for classes I was mislead by her. She didn't have the answers so she just said what I needed to hear, especially in regards to her being the only advisor I would have. No one tried to contact me to help with the LoudCloud system. If I was told by Tara that she would be my only contact person then why did I have to speak to four different people?  Before classes began, I spoke to Ms. L***** and she asked me if I had done the walk through yet. I informed her that I had not done this yet. She told that this was something that Tara would be reviewing with me. This failed to happen. I did miss one appointment but we spoke the following day. The taped conversations will reveal the truth. This is why they tape them. No one ever talked to me about the withdraw process. I was offered to take the class over but after all of this confusion and unanswered questions I decided that this school was not a good fit for me. I refuse to pay for a service that wasn't rendered. As I have mentioned before, Grand Canyon University should make their withdraw policy known to each and every student. I am sure this has happened to others! Please listen to the taped conversations. Let the BBB hear the taped telephone conversation that I had regarding the withdraw policies, the review of the Loud Cloud system, and the promise of being my only advisor. 

This is far from being settled. The truth has to be revealed and this should be taken very seriously!

Thank you,
****** ****


Business Response: Dear BBB,

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

Ms. **** dropped her NUR-502 course on April 23, 2016 which was a Saturday during week 2 of her class.  Per the GCU drop policy that was reviewed with Ms. **** on April 13, 2016 during her Welcome Call with Student Services Advisor Alicia L*****, Ms. **** was charged 100% of the tuition charges.  Additionally Ms. **** signed her Enrollment Agreement on March 12, 2016.  By signing her Enrollment Agreement, Ms. **** acknowledged her understanding of the Drop\Refund Policy (which is detailed on the Enrollment Agreement) and that she had access to all GCU policies located in the University Policy Handbook at the website www.gcu.edu to include the refund policy. 

In addition to the above information, I reviewed the phone conversation between Ms. **** and Ms. L***** which took place on April 13, 2016, and can confirm that all policies and procedures were addresses and discussed during the phone call.   In the beginning of the call, Ms. L***** explained her role in the student cycle and that she would be handling Ms. ****** finances and academics.  Ms. L***** advised that Ms. **** could always call and speak with her Enrollment Counselor Tara P****** but that Ms. L***** would be handling everything moving forward and Ms. **** was understanding during this conversation.  Throughout the beginning of the phone conversation, Ms. **** specifically stated, “I do not need a Walk to Class, as I have taken online courses before and am familiar with the set up.”  Ms. L***** verified if Ms. **** had an appointment set up with Ms. P****** to complete the Walk to Class.  Ms. **** stated she did and missed the phone call, but there was no need to reschedule the call because Ms. **** felt comfortable with starting.  Ms. **** only stated she had questions about her Financial Aid, which Ms. L***** addressed and answered.  The total length of the Welcome Call with Ms. L***** was nineteen minutes, and during the sixteenth minute of the call, Ms. L***** fully discussed the Drop Policy detailing each aspect of the policy (which is also detailed on the above mentioned Enrollment Agreement that Ms. **** signed on March 12, 2016). 

As for the deductions Ms. **** received for the assignment mentioned in her complaint, her assignment was deducted ten percent for going over the word count.  Her instructor posted an announcement prior to the start of the week with the exact phasing: “There is a word count for this assignment. (10% deduction if you are under of over the word count – word count only includes the content of the paper, does not include the title and reference page.”  It was also confirmed that Ms. **** submitted her first assignment on April 21, 2016 which was one day after the due date, resulting in an additional ten percent deduction for the assignment. 

Ms. **** was offered a chance to retake the course at no charge to her.  Ms. **** was also informed that she could receive a thorough Walk to Class prior to beginning the course retake to ensure there would be no confusion.  However, Ms. **** rejected this offer.  Ms. **** does have a $2,400 balance owed to GCU for withdrawing from her first course which includes $2,000 in tuition charges and $400 in Learning Management Fees.  On May 31, 2016 her account was placed with GCU’s Collections Department.  Ms. **** can contact them at ###-###-#### to discuss payment.
 

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,


Ian F*****, Regional Director of Operations
College of Nursing and Health Care Professions
Grand Canyon University 

8/1/2016 Delivery Issues
7/29/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I am being billed for a class I did not take. I withdrew from the school before the class started and I did not turn in any assignments. I also did not purchase a book or receive a grade for the class.

Desired Settlement: A zero balance on my account.

Business Response: Dear BBB,

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

Upon review of Mr. ********’s complaint, and his student records, it was confirmed that he did actually post into his last course with GCU; History-144 which began on April 27, 2015.   GCU records indicate that he posted into that course as follows: 

April 28, 2016 – Posted BIO
April 29, 2016 –  Posted Discussion Question (DQ) 1
April 30, 2016 – Posted (2 times) DQ response to another student for DQ1 & DQ2, Posted DQ2 

Per GCU records, Mr. ******** did not post into week 2; however, he completed a withdrawal request on May 4, 2015.  Since Mr. ******** did not withdraw before the start of his class, per GCU refund policy, he is responsible for 100% of the cost of his course.  All fees, including materials fees, are non-refundable after the start of a course:
 
Nontraditional Students 
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

On September 5, 2014 Mr. ******** signed his Enrollment Agreement and acknowledged his understanding of the refund policy and that he had access to the student policy handbook which also contains all GCU policies to include the refund policy.  Additionally, on September 9, 2014 the GCU refund policy was reviewed with Mr. ******** during his new student welcome call with his assigned Student Service Advisor Rhonda M*****.   

Student Services Manager, Kendra A******* attempted to contact Mr. ******** by phone and email on June 23, 2016 and June 24, 2016 but was unsuccessful in reaching him.  GCU would be willing to work with Mr. ******** and scholarship 50% of his outstanding balance ($2268.75 sent to external collections) if he would like to return to GCU to continue his program.  Mr. ******** can contact Ms. A******* at *************6 ext. ******* if he would like to discuss this option.   

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,


Dan S*****
Regional Director of Operations – Northeast Region
College of Education
Grand Canyon University 


7/20/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I enrolled in Grand Canyon University May 4, 2015. The enrollment process was extremely simple, since I have never filed taxes and had no income. On April 20, 2015 my FAFSA application was complete for the 2015-2016 school year. Fast forward to January 2016, the school starts putting me through "verification" even though none of my financial information had changed. Verification is a normal and random process for some college students, but this school is still demanding verification as of May 3, 2016, asking me to send emails stating things like how much I paid for food specifically in 2014, who gave me rides to and from different places in 2014, and how much my father paid for my cell phone bill in 2014. They are essentially questions that have nothing to do with verifying my financial information. I have called endlessly for the last 5 months to reach someone at this school: I always get told my student services adviser is "not in the office today" I have left over 20 voicemails for her, countless emails, I have called her manager 6 times with no contact back. I even called the head of the department 3 times, no contact back. I have lost all patience with this school and decided to transfer. However, because the school has not processed my financial aid (even though it was submitted over a year ago) I now have charges building up on my student account and they refuse to give me my transcripts. When I politely requested to speak to someone in the Financial Aid Office, I was told they do not have one! I am not allowed to speak to someone who knows my social security number? This school has me completely trapped, denying me loans to pay my balance, refusing to return my calls or emails, will not allow me to talk to anyone, and withholding my transcripts. I cannot believe an institution is doing this to an individual who made the choice to try and better their life with a degree. GCU needs to process my financial aid immediately so I can transfer as fast as possible.

Desired Settlement: The most preferred outcome is for GCU to pay for the expenses I have incurred this year in tuition. I feel that the school has put me through enough stress and unjust treatment to warrant the desired outcome.

Business Response:

Grand Canyon University (“GCU”) is in receipt of Ms. ****** ******** complaint and we value the opportunity to respond.  The issue has been reviewed by the Regional Director of Operations Dan B**** and, based on that review, GCU has determined that Ms. ****** ******** complaint requires further action.  This determination is based on the following information:

 

Ms. ****** is currently in her 8th class at GCU and started her most recent academic year on 3/7/16.  On 4/20/15 Ms. ****** received an email from GCU’s Office of Financial Aid notifying her that she had been selected for Verification to verify Household Resources information (V6).  Verification is a random selection process used by the DOE to verify certain information on a student’s FAFSA to ensure its accuracy.  Per law the DOE has the right to request certain information before awarding any student federal aid. Once provided, if there are differences between the information supplied on Ms. ******** federal application and her financial documents, GCU will ask for corrections.  Per financial aid program rules (34 CFR, Part 668), GCU is then required to review the information received.

 

In Ms. ******** case, as part of the above mentioned verification process, GCU’s Office of Financial Aid had asked Ms. ****** for additional documents or statements to be provided on the following dates; 2/16/16, 3/24/16, 4/29/16, 5/4/16, & 5/9/16. Again, requesting additional documents or statements is part of the verification process and must be completed in order to determine the student’s Title 4 eligibility. At GCU’s Office of Financial Aid’s request on 05/09/16 Ms. ****** provided a statement clarifying her income to Student Services Advisor Andrea H********.  Ms. H******** submitted that document to the Office of Financial Aid that same day and is currently waiting to hear if this will satisfy Ms. ******** verification process.

 

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,

 

 

Dan B****

Regional Director of Operations

Grand Canyon University 

Consumer Response: Grand Canyon University claims it has been making attempts to push through my financial aid to have it processed, which is a poor description of the attempt made on their part. I am three weeks away from ending my final class at the institution, and still nothing has been processed since my student aid was submitted April 20, 2015. Each and every time I desperately call to have the situation settled, I am forwarded to my Student Services Advisor's voicemail. I leave a voicemail, which continues to be unreturned, and then choose to speak to her manager. I continue to be forwarded to her manager's voicemail, which is also left unreturned. When I choose to be forwarded to someone else and ask for the manager, I am told she is in a meeting. I am given the meeting excuse every single day I call, with no one returning my voicemails. I have left two voicemails for Dan B****, Director of Operations, with no contact from him as well. I have no doubt in my mind that Grand Canyon University will drag this out for the remaining three weeks of my final class, and withhold my transcripts, leaving me unable to transfer to another college. Their actions have led me to gather phone records and email records, a small claims suit will be filed. I am appalled that any institution claiming Christian ethics and care for their students would treat anyone this way. 

Business Response: Dear BBB,

Grand Canyon University (“GCU”) is in receipt of Ms. ****** ******** rebuttal comments and we value the opportunity to respond.  The issue has been reviewed by the Regional Director of Operations Dan B**** and, based on that review, GCU has determined that Ms. ****** ******** complaint requires further action.  This determination is based on the following information:

I reached out to ****** ****** on 5/25/16 to notify her that the recent statement she provided regarding her verification process had been submitted and now we are just awaiting a response from the Office of Financial Aid.  I also informed Ms. ****** that GCU would write off the balance on her account due to the Student Services Advisor incorrectly scheduling Ms. ****** for the current class without financial clearance if her verification statement was not accepted. 

On 5/31/16 the Office of Financial Aid approved Ms. ******** verification statement.  Thus, Ms. ****** has now completed the Verification process in its entirety and as a result, GCU will request funds from the Department of Education to cover the cost of both of Ms. ******’ classes.  On 5/31/16 Student Services Advisor Andrea H******** notified Ms. ****** of this information. 

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,


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

7/2/2016 Billing/Collection Issues
6/27/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I applied to Grand Canyon University (GCU) for an online Master's Program in Criminal Justice. I was not enrolled when the class started on 5/26/16. I emailed the enrollment counselor to confirm that I would not be enrolled on the starting date of 5/26/16, as she had told me on the telephone, and to inquire of the exact date that the next class started, later in June. I did not receive a response to this email, but instead received a response saying that I was in the class that had started on 5/26/16. I did not have access to the class, and emailed to verify this information. I was subsequently put into the class after it had already started and was told to quick post something to the class wall, and work on the assignments, as I was behind since I was not in the class when it started. This situation was not working according to how it was represented and in connection with my current personal situation at that time. On Saturday, 5/28/16, I submitted the formal withdrawal form that was linked to GCU's website. It requested a student ID number that I had never been provided with. I submitted my social security number instead. The form indicated that access to the class would be inactive by the next day. I did not receive any kind of written confirmation of the withdrawal, so I attempted to log onto the site on Sunday to confirm that way. I was able to log in, which indicated that the withdrawal had not been activated. I called on Tuesday (they were closed Monday for Memorial Day) and was told that I was still enrolled but that they would remove me from the class immediately. However, someone else was responsible for handling the withdrawal, and that person would call me as soon as she was in on Wednesday. I asked for written confirmation of the withdrawal, and have still not received this. I received an email stating that I have "ceased attendance", which is inaccurate, as I withdrew TWICE, a second time with an ID number given to me on 5/31/16.

Desired Settlement: I am requesting that I be officially withdrawn from GCU, that the charges of "amounts owed" be dismissed, as I was told I would not be enrolled until the date later in June, since I was not enrolled on the first day of the class, and since I never received a "Welcome Call" that I was told about on Tuesday, 5/31/16, at which time the student services counselor I was speaking with at that time tried to give me the details of the "Welcome Call", which was after the fact. I was told I should have received this call prior to being enrolled in the class, and that the counselor that was responsible for handling that probably just didn't get a chance to call me.

6/25/2016 Billing/Collection Issues
6/20/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: May/08***** -May/15***** my current grade stood at a 'C waiting until May/16***** to see final grade. On May/ 15***** at approximately 9:45pm est, Grand Canyon Universities system caught a glitch while taking the quiz. (policy states that by backing out the quiz or refreshing the website, the questions that are answered will be submitted) GCUs web portal displayed itself on my screen, in the middle of the quiz causing EXTRA time spent to resolve the issue without "refreshing". This failed and the quiz was submitted, causing the restaurant in which I received internet connection, to close, causing the disruption of successfully submitting assignments which are DUE ON SUNDAYS. May/16***** 10PM eastern , upon checking the class portal, ALL assignments were graded and closed out. The fins grade was taken down to C- . I was satisfied because it is a passing grade. May/16***-May/18*** **** ******** called to inform me of payments and a schedule to pay, I complied. AFTER **** ******** received my signed signature and debit card number. May/18*** **** made another call to me to inform me of my none passing grade of D with 2.05 which is a passing grade by GCUs standards. Upon the shock of this discovery, I asked to speak to my assigned advisor and **** ******** continued to tell me "my advisor really works from home" which is false. Upon the confusion of the original final grade and the new grade, All the advisors including the instructor told me that there was nothing they could do! I asked to submit my work? They all replied "NO" nonetheless, 70points would fix this issue (GCU MOTTO) to insure success of every student. Yet this was not the case nor an option. Lost in confusion, I went ahead and submitted the form May/20***** to the instructor with no prevail. To obtain transcripts or to continue results in over 3,000USD or to continue w/o receiving Federal loan refund that may not be issued until payment is made on an old due balance. I see the connection.

Desired Settlement: With the previously stated events. 1 thing would change this entire situation, which is to submit the now overdue assignment to be graded in accordance to the time in which either submitted to the instructor or the date in which it was due May/15***** or the acceptance of grade 'D for passing with the passing 2.05GPA . Or a better solution on moving forward without repeating the major course. This major course was incorrectly assigned by my advisor due to me being freshmen, and not taking all required courses to be eligible for the MAJOR COURSE.

6/16/2016 Problems with Product/Service
4/28/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My problem with Grand Canyon is that they continue to bill for classes never taken, When I signed to take Business accounting classes, I explained to the Counselor and also the Financial counselor that I wanted to process my financial application first and then start the classes . Since, I did not wanted to be stuck with a bill, The counselor guaranteed me that will not be the case. He proceeded to signed me up for two classes, once my financial aid came back, he told me that they only approved around 2,000 dollars and he added that, I would not be able to continue with the program, so he stated that my class was covered but he deleted the rest of the upcoming classes, when the semester was over, they proceeded to bill me up for 2,000 for a class that I did not signed up for, nor taken. My counselor stated that he would fix the problem but the problem was never handled. I expressly stated in my application that I was unemployed I could not afford to pay for classes and that I was relying on financial assistance. These people ignore my concerns where I stated that in the application and in every recorded conversation with my counselor. I do not owed these people a penny! I later on had a medical emergency, I had to battle for my life so, that is why it took me sometime to make this complaint.

Desired Settlement: I want them to remove all the charges in my account, since I did not take any additional classes, and I explained to the enrollment counselor, financial counselor and it was even recorded that I WAS SOLELY counting on FINANCIAL AID ASSISTANCE, that without it, it was impossible to pay for tuition. I need them to CLEAR my account or I will even join a collective law suit!!!!!!

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 Business Division Regional Director of Operations, Brett M****** and, based on that review, GCU has determined that Ms. ******* complaint was appropriately resolved. This determination is based on the following information:


Per GCU records, Ms. ***** only completed one course in GCU’s Master of Business Administration program; Leadership and Organizations (MGT605).  Ms. ***** successfully completed the course with an “A” and was charged tuition accordingly for the cost of the class in the amount $2,285.  In addition, she was charged $400 for the Learning Management Fee (LMS) which all students pay, for a total of $2,685 in tuition and fees.  Ms. ***** was close to her aggregate limits for financial aid, meaning that she was only eligible for $1,980 in student loans and this was to be broken into two disbursements as financial aid is based on earned credits and weeks completed in a payment period.  Thus, Ms. ***** received her first disbursement of financial aid, in the amount of $990 which was for two courses (8 credits and 16 weeks).  However, since she only completed one class, the Office of Financial Aid had to complete a review to determine how much funding was earned and had to return any unearned funding to the lender.  As a result, the Office of Financial Aid was required to return $495 to the student’s lender. Additionally, the second disbursement did not occur as Ms. ***** was not eligible since she did not attend anymore classes.   Following is a breakdown outlining this information.


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,


Brett M******
Colangelo College of Business
Grand Canyon University 


 

Consumer Response:  This problem is not resolved at all!  One, I explained to my financial advisor that I was counting on financial Aid to register and complete my courses. He then proceeded to registered me for classes stating that financial aid will cover all the program's expenses. Then, after I was already enrolled and taking a class, he contacted me and stated that they did not provided me with the funds, and he advised me not to continue since, I did not have any more financial fundings and the only fundings I had available was to cover one class. I completed the class and he assured me that I did not need to pay for anything. You guys are taking advantage of honest people! I never received anything monetary nor did they informed me that I needed to pay anything if I continue or discontinue the classes. My ADVISOR TOLD ME THAT MY FINANCIAL AID WAS ONLY ENOUGH TO COVER ONE CLASS and HE even  REMOVED my other classes. THEREFORE, it is in my application, that I was only counting on financial assistance to continue with the program. That I did not have any other resources to continue the program. The representative and Financial counselor lied and registered me for a classes that he told me financial aid will cover and then later on said that I did not have any more funds. THEY LIED and signed me up for classes, when I specifically told them that I wouldnot be able to afford paying for classes if financial aid was not available. Therefore, I demand my account to be clear !!!. Liars 


This problem has caused me even more hardship!!!. I demand that they clear my account or I should also join others in suing this FAKE school. 

Business Response: Dear BBB,

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

Ms. ***** completed her 2011/2012 and 2012/2013 Free Application for Federal Student Aid (FAFSA) on 6/28/2012, prior to starting her program.  When she completed this application, Ms. ***** received a Student Aid Report (SAR) that showed her that she was at her aggregate limit for student loans.  However, she still started her program and completed one class successfully.  Upon completion of that class, Ms. ***** was unable to continue her program as she did not want to choose an alternative method of payment and she had used all financial aid that was available to her.  Also, by signing her enrollment agreement, Ms. ***** acknowledged her responsibility of any balance unpaid by financial aid.  Thus, Ms. ***** is responsible for her balance which is due and owing.


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,


Brett M******
College of Business
Grand Canyon University 

4/23/2016 Billing/Collection Issues
4/18/2016 Problems with Product/Service
4/9/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I am filing a complaint against Grand Canyon University because I received a phone a call today March 23, 2016 to verify that I will not attend the school after all. March 21, 2016 was to be my first day but due to some family issues I will not be able to attend. I was told that I will have to pay 400 plus dollars back simply because I told the professor that I will not be able to attend class. I have never even started class. In the same conversation I was later told that it will be 700 plus dollars. I I received a call on Fridaty from a Joshua M****** at work. He was giving me information on the school but I kept telling him that I could not hear him. I was told today that I was sent an email from him. I double check my emails and the only emails that I have from anyone at Grand Canyon University are from Jacque P******** who is the Student Counselor. I feel that I should not be paying back anything for classes that I have not even attended.

Desired Settlement: I should not have to pay for telling a professor that I will not be attending classes.

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 for the College of Theology, Chris K**** and, based on that review, GCU has determined that Ms. *******’s complaint was appropriately resolved, however we are willing to accommodate the request given the circumstances. This determination is based on the following information:

Ms. ******* received a call from her Student Service Advisor outlining the cost, fees, and policies regarding attendance several days prior to the class start date. At that time, she was made aware of refund periods and charges for attendance. Ms. ******* did post attendance in the class, but the post was simply to inform the instructor of her inability to begin. That communication which took place in the system registered her as an attending student making her financially responsible for the class and any upcoming fees that any be incurred as a result of attendance. That all said, we are willing to waive the balance owed in the spirit of customer service for Ms. ******* since the post that created the record of attendance was simply to communicate to the faculty they will be unable to attend 

As stated, we are willing to waive any balance that has been incurred and Ms. ******* will have no outstanding liability to GCU. The total amount of account adjustment will be the current balance of $847.01, which includes all current fees and prorated tuition.  

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,


Chris K****
College of Theology
Grand Canyon University 


4/7/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was registered for graduate course and after being into the course for less than a week I decided to withdraw. The collage refused to grant my withdrawal and is now holding me liable for the full price of the course. I was told if I withdraw within the first week I should only be liable for 25% of the course. I was advised to reach out to the instructor to explain my withdrawal however, by doing so this logged me into the student portal which marked me down for an attendance. By doing so I was passed my one week mark which now puts me into the full price admission. I was never given proper instructions on how to withdraw from a course or anything explaining the fees incurred. I was basically scammed by a company who claims to uphold Christian values,

Desired Settlement: Billing Adjustment to 25% of the cohort price.

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 Dan S***** (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:

On March 21, 2016 prior to receiving Ms. ******’s complaint, my Student Advising Team had already brought her concerns to my attention and I was able to determine that Ms. ****** did withdraw from her class after the first week which per GCU policy would mean that she would be responsible for the full cost of her course.  However, I was also able to validate that Ms. ****** never received a welcome call prior to starting her courses at GCU.  While a student is technically bound to the University’s policies once he/she signs an enrollment agreement, it is also GCU’s positon that we want to be as transparent as possible with the policies that impact a student the most within the welcome call discussion.  Therefore, on March 31, 2016 I called Ms. ****** and discussed her concerns about her first course and offered to scholarship her for a retake of the course if she wanted to try again.  However, Ms. ****** felt this was not the right time to pursue her masters.  Given that Ms. ****** did not receive a welcome call I went ahead and wrote off the full balance of her first course ($1,131.65).  However, I informed Ms. ****** that she would still be responsible for the Learning Management System fee in the amount of $400.00. Ms. ****** was satisfied 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,


Dan S*****
Regional Director of Operations – Northeast Region
Grand Canyon University 

3/25/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I had been attending Grand Canyon University for a year and a few months. I ran into an issue this last year with financial aid numerous times where it had delayed my continuance with my classes. I told my advisor that I had wanted to wait until I knew for sure that the financial aid had gone through with out an issue before I was enrolled into my next courses. Unfortunately, my advisor had said that my financial aid had gone through with no issues and I was able to start my next course. After a few weeks which was too late for my to withdraw from the course, I had never received an email. Up until after the completion of the course, an email was received after two months. The email disclosed that my financial aid had an issue and I was not able to receive the funds which had stuck me with the bill. The same incident happened once again a few months down the line with a separate course which again was timed to where I could not withdraw from the class. I have done everything in my power to speak with my advisors manager and on top of that his manager and nothing has been resolved with these issues. I also send an email to my advisor stating that I was planning on leaving Grand Canyon University because I kept having so many issues and the staff did not seem willing to help me. The last time that I have heard from my advisor was an automated message that was sent out to me March 26th about returning to GCU.

Desired Settlement: With all of the frustrations and headaches that I have gone through with this school, from being lied to about receiving scholarships for G.P.A which is not eligible to online students such as myself, the inconvenience with the lack of communication from my advisor which had kept me from returning and continuing my courses, and lastly the inconvenience that I am now left with because I am now having to put off transferring universities to deal with this mess. I would like, since they have done this before, for GCU to take out the remaining money from my Sallie Mae private loans to go forth towards my bill so that I am able to get my transcripts released. I still am wanting to transfer universities and I would hope, to keep the balance or allow it to be turned to collections if worse comes to worse, but most importantly uplift the hold on my transcripts so that I am able to complete the transfer process.

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 Business Division Regional Director of Operations Danielle R*** and based on that review, GCU has determined that Ms. ****** complaint was appropriately resolved. This determination is based on the following information:

Per GCU policy students are allowed to begin classes without their financial aid being completed as they do chose primary and secondary methods of payment upon completing their application for admission.  GCU can find no records which indicate that Ms. **** stated she did not want to continue her education until her federal student aid was processed.   

Per GCU records Ms. **** was selected for Financial Aid Verification during the 2014/2015 financial aid award year and the 2015/2016 financial aid award year.  Verification is a random selection process used by the Department of Education (DOE) to verify certain information on a student’s Free Application for Federal Student Aid (FAFSA) to ensure its accuracy.  Based on the information reported on the FAFSA, the DOE will require certain applicants to complete the verification process before becoming eligible for Title IV financial aid.  If a student is selected for verification, GCU will request that the student provide all required documentation which has been requested by the DOE.  Failure to complete the verification process will result in the cancellation of all Title IV funding.

On February 12, 2015 Ms. **** was selected for verification for the 2014/2015 financial aid award year.  After some communication between GCU and Ms. ****, she provided the required documentation and on June 4, 2015 Ms. ****** verification was approved.  

On November 3, 2015 Ms. **** was selected for verification for the 2015/2016 financial aid award year.  Between November 10, 2015 and January 21, 2016 Ms. ****** SSA contacted Ms. **** numerous times via email and telephone in order to obtain the required documentation needed to complete the verification process.  Additionally, on January 5, 2016 Ms. ****** SSA also informed her via email that the balance on her account was about to be sent to GCU’s Internal Collections Department if the verification process was not resolved soon.  Further he informed Ms. **** that a payment plan for her balance owed would then need to be set up in order for her to be scheduled for future courses.  However, to date Ms. **** has never submitted the required documentation; her father’s tax transcript.  Thus, she did not complete the verification process required in order to receive federal student aid.  This resulted in a balance on Ms. ****** account.

Ms. ****** SSA attempted to contact her numerous times regarding her account balance to include January 28, 2016; February 4, 2016; February 12, 2016; February 19, 2016 and February 26, 2016.  On March 7, 2016 Ms. ****** unpaid account balance was sent to GCU’s Internal Collections Department. Per GCU policy failure to pay her account balance may result in Ms. ****** account being placed with a third party collection agency which may include credit reporting and additional costs.  In order to prevent this from occurring, Ms. **** can contact Internal Collections at ###-###-#### or ###-###-#### to set up payment arrangement for her balance owed.  In regards to Ms. ****** transcript, a finance hold prohibits the distribution of any official Grand Canyon University transcripts.  However, once her balance is paid, Ms. **** can request her transcript at that time. 

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,


Danielle R***
College of Nursing and Health Care Professions 
Grand Canyon University 

Consumer Response:

 I remember specifically explaining to Jesse over the phone after the first incident about how I need for the FASFA information and student aid to go through because this is what I rely on in order to continue my education besides taking out student loans. As mentioned in the response, yes, I am aware of the primary and secondary methods of payments which I have not had an issue with prior and has been taken into action before, but this was never an option on these two occasions. I was under the impression of the verification process that I was "selected" for, however I did keep my advisor in the loop of what was going on with the entire process since my father had filed numerous extensions for the tax return in question. Why couldn't the balance that is owed be taken out of my student loans?  In addition, I received a call from Daniel D****** Tuesday the 8th conveniently after I had filed a complaint with the BBB 4 days prior.  In addition to the dates that are being addressed in the response, those being, January 28, 2016; February 4, 2016; February 12, 2016; February 19, 2016 and February 26, 2016, I checked my email to validate the dates but I am not seeing any emails from anyone from GCU regarding these incidents on alleged dates. The voicemail's that I had also received were on January 5th, January 6th and January 22nd. I had attempted as well to contact Jesse via phone call after I got off work since I work a odd shift and never received phone calls back. I don't know if the messages did not go through or not as well.  

If I plan to pay off this bill in total in order to receive my transcripts,  what types of loans will I have to take out? I have tried to take out numerous loans but since you are a private university the policy is different. I want to solve this issue as soon and smoothly as possible so that I can continue my education else where. 

Business Response: Dear BBB,

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

On March 8, 2016 Student Services Manager Daniel D****** attempted to contact Ms. **** to review her initial BBB response.  However he was unable to reach her and was only able to leave a message.  As stated in its previous response GCU can find no records which indicate that Ms. **** stated she did not want to continue her education until her federal student aid was processed. Ms. **** is welcome to provide communication where she made this request with her advisor.       

In regards to Ms. ****** question on why her balance owed cannot be taken out of her student loans, as stated in the previous response, Ms. **** did not complete the required verification process.  Therefore, she was not awarded financial aid for her 2015/2016 financial aid award year. 

GCU has conducted another review of its records regarding the contact attempts mentioned in its previous response and every phone call and email is documented for the dates mentioned.  Further, any contact attempts from Ms. **** were either returned by GCU via a phone call or via email. 

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,


Danielle R***
College of Nursing and Health Care Professions 
Grand Canyon University 

3/22/2016 Problems with Product/Service
3/22/2016 Billing/Collection Issues
3/14/2016 Billing/Collection Issues | Complaint Details Unavailable
3/12/2016 Billing/Collection Issues | Complaint Details Unavailable
3/2/2016 Billing/Collection Issues | Complaint Details Unavailable
2/19/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I had to drop a class at Grand Canyon University; which left me with a balance of 805.00; I cannot pay the 400;.00 a month for two months. They either want that or all of it. I cannot seem to have a contact other than student advisory dept. Can you help me.?

Desired Settlement: If I could do 50.00 a month, that would help so I do not go to collections.

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 Chris K***** the College of Theology Regional Director of Operations and, based on that review, GCU has determined that Ms. ******** complaint was appropriately handled. This determination is based on the following information:

Ms. ****** was in attendance with Grand Canyon University from 9/8/2014 – 10/31/2015. During that time, she fell out of attendance following her class that ended 11/1/2015 and was anticipated to resume her program on 1/18/2016 after she resolved the personal issues preventing her from successfully continuing her education with GCU.  Also, to assist Ms. ******, GCU offered a credit on her account to assist with any out of pocket expenses due to her not earning a passing grade in her last class. This would have allowed Ms. ****** to continue with no out of pocket expense, while the University would be eligible to have her financial aid award remain within Department of Education (“DOE”) guidelines.  However, on 1/5/2016 Ms. ****** requested to fully withdraw from the University, and since she did not return she did not earn the Financial Aid that was received. Title IV guidelines require a student to successfully pass classes for 15 weeks and earn a minimum of 12 credits in order to be eligible to keep the full award that a student receives.  Since Ms. ****** withdrew following a non-passing grade in one of her core classes, she did not meet the credit requirement and thus GCU was required to send back a prorated amount of financial aid funds to the DOE. The $805.94 balance on Ms. ******** account is a result of the return of funds.

Additionally, the above mentioned non-passing grade credit that GCU offered was then nullified when Ms. ****** did not return.  However, in attempts to partner with the student, GCU continued to call Ms. ****** to find a reasonable payment plan. On 1/12/2016 Ms. ****** escalated to the department’s Student Service Manager and committed to making a full payment within the next 45 days. Since a verbal arrangement has already been made to satisfy the debt in full, we cannot offer any deviation at this time.

In regards to Ms. ******** concerns that her account not go to collections, GCU will not put her file to its internal collections until the 45 days has elapsed.  This is what was agreed upon and should satisfy the request Ms. ******.  If the payment is not made in full by 2/26/2016, Ms. ******** file will be moved to GCU’s internal collections team at which time they will attempt to make other arrangements with her. 

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,


Chris K****
College of Theology
Grand Canyon University 


Consumer Response:  I am sorry I did not totally redraw from gcu totally; just from the class that up coming Jan 18th.  That is the discussion that Bobbie R******* and I had.  She must of misunderstood.  **** ******

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 Chris K****, the College of Theology Regional Director of Operations and, based on that review, GCU has determined that Ms. ******** complaint was appropriately handled. This determination is based on the following information:

With the request we were given from Ms. ******, we were unable to discern the difference in a class vs University withdrawal. The verbal request made by Ms. ****** to withdraw was interpreted as a request to fully withdraw from GCU. That being said, if Ms. ****** wishes to remain with GCU, our previous offer is still valid for assistance in offsetting any out of pocket costs, as long as Ms. ****** meets date parameters that exist for the offer she was made which are outlined below.

In the event that Ms. ****** chooses to continue on her path with GCU, we are still able to offer the same non-passing grade credit to her account to assist in her ability to continue with her studies. The credit can only be applied for up to 120 days from the last attendance date, so Ms. ****** will have to be back in attendance by 2/19/2016.  If this does not happen, we will have to continue to rely on her agreement to pay the balance in full by 2/26/2016.  Otherwise, Ms. ******** file will be moved to GCU’s internal collections team at which time they will attempt to make other arrangements with her in the event that she does not fulfill the commitment to either return to the program, or pay her balance in full by 2/26/2016.  Ms. ****** can contact Brianna T********* Student Services Manager, at ************ in order to assist with her return to GCU.


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,


Chris K****
College of Theology
Grand Canyon University 

2/15/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This is the worst, most unprofessional, most fraudulent organization I have ever encountered. They randomly dropped me from classes after I had paid- and this was after 2 years of various delays from incompetent professors and staff- I had to pay for a class- and could do NOTHING- for an entire course because my professor didn't know how to work her email! I was delayed further after another professor "forgot" to look at a paper I turned in for FOUR WEEKS! They are doing everything they possibly can to scam students for as much money as possible, leaving students with exorbitant debt and no degree to show for it. I have three years' worth of documentation of unethical delays designed to force students to stay in a program longer than necessary so they can just scam as much money as possible out of students.

Desired Settlement: They are using these tactics to delay my graduation. This needs to stop. Finish my progression through the program.

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 Executive Director of Student Services from the College of Doctoral Studies, Nancy P*** and, based on that review, GCU has determined that Ms. ****** complaint was appropriately resolved. This determination is based on the following information:

Ms. **** began a continuation course (DIS-975) with GCU on January 28, 2016 and paid for this course in advance of the class start date. Her complaint is correct in that this course was erroneously removed from her schedule.  However, it was an unusual technical error which was corrected immediately upon being brought to GCU’s attention.  Per GCU records, on the morning of Ms. ****** course start date, January 28, 2016; she notified her Dissertation Student Services Advisor Terila J****** of her inability to gain access to the course.  Upon receiving Ms. ****** email at the start of her shift that morning, Ms. J****** responded immediately to Ms. **** and informed her that she was working on a resolution to have the issue resolved.  Ms. **** replied and thanked Ms. J****** for being on top of it.  The issue was resolved that same day within a few hours and Ms. J****** notified Ms. **** immediately that class room access had been restored.  Thus, Ms. **** was still provided the opportunity to participate in the course on her first day of class.

In regards to Ms. ****** allegations of unprofessional interactions with her dissertation chair and committee, GCU records indicate that Ms. **** submitted four separate complaints on March 6, 2015; July 9, 2014; July 24, 2014 and April 6, 2015 citing difficulty reaching her dissertation chair in her first complaint and untimely feedback by her dissertation chair in the following three complaints.  Separate independent investigations were conducted by GCU to research Ms. ****** claims that included in-depth review of classroom participation, system activity, and email interactions between Ms. **** and the committee.  However, all four investigations revealed that the committee responded to Ms. **** within the published service agreement timeframes established by the college.  Therefore, all four separate investigations determined that Ms. ****** complaints were unsubstantiated. 

Grand Canyon University values the diverse opinions of terminal degree prepared committee members and their part in the learner’s dissertation journey.  Feedback is offered to assist the learner in publishing scholarly level work that adds new information to the existing body of knowledge for their chosen topic.  The process is extensive and a great part of that journey is the scholarly collaboration between the learner and the committee members. In September 2015, Ms. **** was approved to begin data collection for her dissertation study. This is a critical milestone toward her degree completion and we applaud her on this accomplishment.

At this time, all specific allegations submitted by Ms. **** have been researched and unsubstantiated. The matter relative to the course removal was corrected the same day and within several hours of being brought to the attention of Ms. ****** Dissertation Student Services Advisor.  If Ms. **** has a specific matter that she believes to be unresolved, we welcome the opportunity to review that item and quickly bring it to closure. 

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,


Nancy R. P***
Executive Director
College of Doctoral Studies
Grand Canyon University 


2/7/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: After reviewing the financial account, the amountsame do not add up. It appears that almost $8000 was not applied to my account and it is not accounted for in any of my financial records. I have tried calling and emailing, I am getting no response after 4 weeks. I have scanned and emailed paperwork showing GCU what I see and asking for an explanation. They have not responded at all and are not able to account for the missing money.

Desired Settlement: I would like the money that is missing to be sent back to me so I can apply it towards the student loans that are collecting 6.75% interest. Especially as this is money that GCU can not account for and appears to be unapplied federal teach grant money.

1/31/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been attending GCU for exactly one year, before Christmas I contacted my adviser to see if everything was ok with my finical aid and was told everything was fine but yet there was no award letter for my new year. After fighting and fighting with not only my adviser but also her boss and his boss to find out there was an internal review that put a hold on my account. Just finding out yesterday that after a year of being at the school they now want a copy of my GED, a letter why I want to go to GCU and forms of ID's to prove I live here. This I do not have a problem with my problem comes in when they give me 30 days to get this information or I will be kicked out of school, loose my credits for the past year because I would owe them money from the class I am currently in and destroy my finical aid. I have never missed an assignment or gotten a grade lower than a B, and they are getting ready to trash all my hard work because I have to mail the ******** Department of Education to try to get a copy of my GED when after I was told a year ago that because I was transferring credits in that this would not be required. I find this funny that it came at the same time as I was supposed to get my stipend check.

Desired Settlement: I would like them to send back my funding to the government so I can enroll in another school and take me out of the current class without having to pay for it as I have proof that I have been asking about my funding since before this class started and I have plenty of proof that the school has no clue of what is going on by responses from their people.

1/31/2016 Advertising/Sales Issues | Read Complaint Details
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Complaint: GCU mislead me into enrolling in on-line courses. I met up with a student adviser to walk me through the enrollment process. During our meeting I made it clear that I wanted to attend classes on campus. However, the day classes begin I called to notify her there was an error in my schedule and showed that I had been enrolled for on-line courses. It wasn't until this conversation over the phone (the day when classes began) that she notified me that all my classes will have to be taken on-line. She apologized and told me somehow she had overlooked that by mistake.

Desired Settlement: It is my belief that Brian M****** the president of this institution is giving orders to all the enrollment staff to aggressively recruit students and mislead them into taking online classes so that GCU can make greater profits. These misleading practices need to stop.

1/20/2016 Billing/Collection Issues | Read Complaint Details
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Complaint: I recently signed up to attend Grand Canyon University and qualified for scholarships and financial aid. I found another education plan with my job and decided to accept that instead. I was signed up with Grand Canyon since Sept 29,2015!and the class started on September 28th.. It's been 2 days and it's now October 1,2015.i was told if I leave today I will owe the school $935.00 in fees which I don't have.

Desired Settlement: I would like for them to waive the fees.

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- Matthew N**** and, based on that review, GCU has determined that Ms. ******** complaint requires further action. This determination is based on the following information:

Ms. ****** started her classes on September 28th, 2015 with Grand Canyon University.  Upon her starting her classes she received a thorough walk to class from her enrollment counselor Mike G**** which outlined the expectations of Ms. ******** class.  Three days after Ms. ****** started her class with GCU she contacted her assigned student service advisor, Catherine C***** on October 1st, 2015 and requested to withdraw from the program because her school offered her a different academic option.  Ms. C***** let her know of the financial impact of withdrawing from the course and Ms. ****** stated that she would not be able to pay so she would let us know what she decides with her withdrawal.  Approximately two hours later she contacted Ms. C***** again and let her know of her formal request to withdrawal. At that point Ms. ****** was notified again of her financial responsibility in the amount of $925 since she did withdraw during the first week of her course.  

After leaving a voice message for Ms. ****** today, GCU has decided that in the interest of good customer service, GCU is willing to remove the $400 LMS fee from Ms. ******** account leaving a remaining tuition/fee b****ce of $525 that she will be responsible for paying.  While Ms. ****** is fully responsible for the b****ce of $925 GCU does understand the student’s situation and would like to work with the student to resolve the b****ce.  

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,


Matthew N****
College of Education
Grand Canyon University 

Consumer Response: I am requesting that the full amount be waived 

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- Matthew N**** and, based on that review, GCU has determined that Ms. ******** complaint was appropriately resolved. This determination is based on the following information:

Ms. ****** started her program with Grand Canyon University on September 28th, 2015.  Two days later Ms. ****** contacted her student service advisor Catherine C***** requesting to drop because she received communication that she was accepted into a different program through her work.  The Ms. ****** requested to withdraw after posting into her class the first week which placed her in the 25% refund period.  Grand Canyon University’s refund policy would require that Ms. ****** be responsible for the full $925 balance based on her attendance in her class.      

Ms. ****** contacted Grand Canyon University again after the initial BBB response was submitted and stated that she found out she was not eligible for the new program that was offered to her through her work.  At this time Ms. ****** had already officially withdrawn from GCU but has since asked to return to GCU.  We have approved for her to return as of November 2nd, 2015.  At this time the university will only offer to waive the 25% tuition that was previously charged as long as Ms. ****** completes the retake of the previously withdrawn class.  The total amount eligible to be waived is ($440) and Ms. ****** will be responsible for the remaining balance of $485 because the LMS fee and Canyon Connect fees are non-refundable.  This balance can be paid out of pocket by Ms. ****** or through the use of her future available financial aid funding upon her return to the university.  If Ms. ****** chooses not to return she would be responsible for the $925 balance in full and due immediately.  At this time, the university feels that this offer is more than reasonable based on Ms. ******** current situation.  Mr. N**** is in the process of contacting Ms. ****** to explain this to her voice to voice and to answer any questions she may have.    

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,


Matthew N****
College of Education
Grand Canyon University 


1/11/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: All documentation sent to me when I enrolled in GCU in 2011 indicated 60 hours of credit to achieve the Ed.D. degree. In my plan of study, there was no indication of multiple dissertation continuation courses. There was no indication of this in the university handbook that was current when I enrolled either. I now have 72 hours of credit with all of the time and exorbitant expense that entails.

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 Executive Director of Student Services, Nancy P*** and, based on that review, GCU has determined that Ms. ********’ complaint was appropriately resolved. This determination is based on the following information:

On June 23, 2011 Ms. ******** signed an Application and a program specific Enrollment Agreement to enroll with GCU in the College of Doctoral Studies.  The Enrollment Agreement stated that the program consisted of a “minimum” of 60 credits.  By signing her enrollment agreement, Ms. ******** also acknowledged having received Grand Canyon University’s Policy Handbook and Academic Policy Handbook which also contained the program information and requirements.  Further, the Policy Handbook also contains a Dissertation Milestones Guide which outlines the progression requirements and the steps required in order for students to secure an approved dissertation which is needed in order to graduate the program.  

In addition, it is important to note, the doctoral program is established to allow learners to complete the program in 60 credits if all dissertation milestones and programmatic requirements are met.  Thus, it is possible to complete the dissertation and obtain the necessary signed approval from the dean after completion of the 60 credits.  However, the University also developed continuation courses to assist those students who need additional time to secure the required dissertation approvals; as is the case with Ms.  ********.  This guide further outlines that students are required to be in class in order to continue to work with their dissertation committees toward this goal.  Although Ms. ******** did complete 72 credits she has still not met the dissertation milestones that are needed in order to secure a dean-approved dissertation.  GCU informed Ms. ******** of this information on April 14, 2015 and since that time she has been enrolled in the additional courses needed to obtain approval of her dissertation.

As Ms. ********’ dissertation has not yet been approved she will need to continue with the additional courses needed in order to complete her dissertation and obtain approval from the dean.  Additionally, once approved, in order for Ms. ******** to participate in the graduation ceremony, she will need to submit the dissertation form signed by the dean to the College of Doctoral Studies by close of business 60 days prior to the date of the graduation ceremonies.  Ms. ******** is welcome to contact Nancy P*** at ************** **** ******* for any questions she may have regarding her program requirements and where she is within the dissertation approval process.


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 m***er to a satisfactory conclusion.  

Sincerely,


Nancy R. P***
College of Doctoral Studies
Grand Canyon University 


1/8/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The university has failed to release to me classes that I paid for....after filing a complaint with the OCR the school retaliated by altering my grade. I had a mini-stroke by the stress that they caused me, they would not give me a leave of absence and would not communicate with me despite numerous emails.

Desired Settlement: resolution or refund...preferably refund

Consumer Response: I have very carefully kept correspondence from GCU on my laptop and can verify a series of bad communications ....Mr Williams has only attempted to contact me once by phone to resolve my difficulties, which continue...offered to call me back and never did.  This was over a month ago. 

1/7/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: When I talked to enrollment counselor I explained I held a 2 year degree. I was informed all credits would transfer. My first issue started with being enrolled in numerous classes that transferred, told them about it, was told I was right they would remove me from the classes. I wasn't removed from classes until after the start date and was penalized and charged. They said I didn't withdrawal before said deadline. I should never had been put in courses, no one would follow through to get me withdrawn . I have called and talked to numerous people, can't ever get the same person twice. Then when I decided to withdraw from the school, after completing courses, I am told I owe money for classes that I do not owe for. At first it was one amount then each time I contacted the university I was told I owe an even higher amount. I do not owe anything, I am angry that this business can't handle business aspects correctly and can't ever talk to one specific person. I shouldn't have to continually explain over and over again to new personal and be told they will have to look into it. The last time I called, they told me they can no longer assist me because they turned me over to collection. All I want from the school is the bill cleared up as there shouldn't be one and release of my transcript.

Desired Settlement: All I want is for the billing issue to be cleared, since there shouldn't be one, taken off my credit report as well and release of my transcripts.

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 stated in my first response, when enrolling in classes, I was told that my previous courses would transfer.  i was put in classes that were already taken.  then further into my academics at GCU, I enrolled in a few classes and prior to the time frame I asked to be removed from a couple because the course load was to many.  No matter how many calls were made, there was NEVER a straight answer as to why I was removed from classes in a timely manner, never the same person, always being told they would have to look into it.  I completed the courses that I chose to stay enrolled in and do not feel i should be held responsible for negligence on the school not withdrawing when specifically asked to do so prior to deadline.  If the deadlines cant be kept by the school, and no one knows what is going on how do you justify holding me responsible for fees ???  All i want is this matter cleared up and my transcripts released.   
Regards,

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

1/7/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was a student at Grand Canyon University and was misled by my academic advisor. As a result of this I cannot not get an institutional recommendation from them which was what I was told. I had switched my degree from Educational Administration to Educational Leadership because at the time I could not complete the internship. I spoke to my adviser and she told me that it would not be a problem. When I was able to complete the internship I was told I would be able to get the institutional recommendation I needed to get certified in Educational Administration. Upon, finishing my Educational Leadership degree one of my advisers called me. I asked her about completing the internship and then getting the needed institutional recommendation. She informed me that it would be impossible to get an institutional recommendation from them even if I complete the internship. I questioned this and asked for a supervisor to call me. She did but never followed up. I have been trying to contact someone from GCU that will assist me in this problem. It will cost me thousands of dollars to go back to another school to be able to get an institutional recommendation. I have contacted other schools and they will not issue one to me based on taking two classes. I would have to take additional un-necessary classes too. I also contacted the State of Connecticut and they confirmed that they would not certify me unless every form on the institutional recommendation was signed and checked. GCU will not do this. I am very upset that no one will return my calls and feel as I just have been written off because they know they made a big mistake. I tried having my loan discharged but it was denied. I have been run around and need someone to due something. I spent over $30,000. dollars on a degree that I can't use. I have attached the orginial email sent to my advisor. No response was received. Dear Andrea, I have been looking back through my records. I signed the paperwork to change my degree from Educational Administration to Educational Leadership on 4/4/14. I spoke with you in depth about this about the pros and cons of doing so. I remember telling you I couldn't do the internship component of the Educational Administration degree because I couldn't afford to be out of work for that long period of time. I also asked that if the internship could be completed during the summer and that it wasn't allowed. I asked at that point if switching my program would be more beneficial for me. I specifically asked that once the new program was completed if when I was ready to come back and do the internship component would I still be able to get the institutional recommendation needed to get my certification as a principal. You said yes it wouldn't be a problem. So I moved forward with the switch and felt it was a good decision at that time. I finished my educational leadership degree. You called me about a month and a half after my degree completion and apologized for not calling sooner to congratulate me. At this time I again brought up the discussion about when I am ready to return for the internship and getting my institutional recommendation. You then, informed me that you wish I had told you sooner that this is what I had planned to do. (which I already did) You went on to explain that now that my degree was finished I no longer would be eligible for an institutional recommendation even if I did the internship component. You also said I would have to pay out of pocket for the internship classes. I could have lived with this but not being able to get the institutional recommendation is devastating. I can't get the certification I need to get my license. You also said I should have just stayed in the Educational Administration program and that it could have been held as open until I could complete the internship component. However, this was never disclosed to me when I originally asked. I now find myself left with a degree that I can't use. Even if I complete the internship, GCU will not give me the institutional recommendation I need. If I start a new program at a new school it will cost me a ton of money again because no school will allow a student to complete two classes and then receive a institutional recommendation. They will make me take additional classes costing me money that I do not have. Had I known that this was the case I never would have switched my program. My question is how come I wasn't informed of this when we had originally spoke about this. This has caused me a great deal of stress and worry. I feel that I have wasted a lot of money and time for a degree that I cannot effectively use. I am now stuck with student loans and probably will have to take out more to complete a new degree at a new school to be able to get a institutional recommendation. This error has been detrimental to my personal and career life. I spent almost $40,000 dollars on this program and it cannot be used. So not only do I have a degree I can't use but I am saddled with student loan debt from this program. I would like a resolution to this situation as it is altered my life in a very negative way. Thank you, ****** ******

Desired Settlement: I would like my student loan to be paid off. GCU failed to advise me correctly and allowed this knowingly to happen. It is unlawful what they did.

1/6/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I attended GCU this last semester. I had chapter 31 VA benefits that i used at GCU, but in addition to using those i requested financial aid for one semester. The VA benefits paid 100 percent of my tuition and fees. When i inquired about my govt aid, I was never given a straight answer as to where and how my govt aid was applied considering that my chapter 31 paid for everything in full. I have yet to receive my full stipend from the school. I am really concerned about this because i am responsible for paying it back so i would like to know where and how my govt funds are being applied

Desired Settlement: To recieve all funds owed to me.

Consumer Response: Is it possible to have the Veteran Benefits listed on the website along with all the other aid? I have no way of knowing anyting regarding my VA benefits on the student portal. When I look on my Veterans Affairs ebenefits portal it says that I am certified for this semester. I have received my monthly stifend so I am not understanding why GCU claims to have not.

1/6/2016 Billing/Collection Issues | Read Complaint Details
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Complaint: I received several calls in reference to enrolling in Grand Canyon after I requested information on Masters Programs.. A guy called me several times also offering me a scholarship and on the last day to enroll and receive the scholarship he had me fax over after sending me emails docs about the scholarship asking that I accept scholarship and I asked shim several times about dropping classes and was advice I could drop classes by the end of the week at which I was enrolled in by the advisor that called. Once I reviewed the syllabus which was not available until I was enrolled the requirements were not to my satisfaction which classes only requested papers and forums which does not seem logical or a proper learning environment because at no time would I have been tested, nor did I have time to write papers every other day, so I tried to drop class and had to speak with an advisor and sent a email to do so because if would not let me drop and at no time was I advised of any fees for dropping class plus any additional fees.. I specifically asked advisor about cancelling classes and was never told about fees plus I never signed anything agreeing to any of this except as scholarship. I feel that this is very unethical and very unfair to anyone trying to enroll in school and a big scam

Desired Settlement: I wanted all debt to this school removed and no further collection calls and any negative information removed from my credit report

Consumer Response: when I spoke with representative from Grand Canyon I added him not one time did the admission rep nor rep when I asked to drop class notified me of a manage fee or a 25 % fee for dropping  the class even after I asked several times. Only agreemet I signed was one for a scholarship and on page 90 of the school.enrollment policy from the document the repredental ice sent in regards to filing an appeal which I had not sent because that would indicate that I was in agreeable with what he was offering me which is not because again I was enrolled the same day I signed scholarship.docs and who has time to read up ro page 90 of a guide? I asked several times about if I needed to drop.class and was not advised ans how can I be charged a technology fee or whatever fee when I haven't used aby of their services. 

1/5/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I attended GCU for about 3 weeks. During that time, GCU led me to believe that all transcript and financial aid matters had been completed. On 9/3/15, GCU told me that **** was auditing me. Due to personal matters, on 9/5/15, I notified GCU that I could not longer attend. However, GCU then claimed that **** had not covered the tuition for that class due to due to suspicious attendance ****erns, hence the 9/3/15 "audit." Well, anything that might be suspicious did not occur until 2 days after GCU claimed that the audit started. Now, GCU is charging me personally for over $2300. GCU claims that since they did not finish billing **** before I left class, they cannot do it now. GCU said that the only way for me to have **** cover this bill would be for me to re-enroll in that class (costing a new tuition). This sounds like fraud against the government plus blackmail, or at least a scam to force me to keep attending (and having **** pay). Furthermore, this ~$2300 bill is for much more than the per-course tuition that I had been quoted before I started attending. I feel like I was given bad information. I might not have stopped attending if I had been told that the student loan had not been processed yet. I also would not have applied for GCU, a for-profit college, if they had been honest about what they actually charge. After just 3 weeks (out of 8) of attending the first class at a college, the student should not have to pay over $2300.

Desired Settlement: Reduced bill (for tuition only), ***** coverage, or zero bill

Business Response: Dear BBB,

Grand Canyon University (“GCU”) is in receipt of Mr. ***** ******** complaint and we value the opportunity to respond.  The issue has been reviewed by the Executive Director of Student Services, ***** ****, and based on that review, GCU has determined that Mr. ******** complaint was appropriately resolved. However, as a measure of goodwill, GCU is willing to write off the Learning Management Fee in the amount of $400 based on the following information:

At the time Mr. ****** submitted his 15/16 ***** to GCU, the ********** ** *********’s c-code 359 for unusual enrollment was only applicable to undergraduate learners who were receiving PELL grants.  As of July 1, 2015, those students who began a new academic year under 15/16 ***** and who received the unusual enrollment c-code 359, that c-code was now applicable to students at all levels who were applying for ******** Loans. 

Mr. ******** account was financially cleared on 8/12/15 to start classes on 8/20/15.  Mr. ****** received a welcome call from his Student Services Advisor (SSA) on 8/18/15 to review the University’s financial and academic policies prior to starting his program.  During this call, Mr. ****** was fully informed of the in-class posting requirements, the financial aid processing time of 30-45 days from the start of his program, as well as the financial implications associated with dropping a course.  These policies are also available for public viewing on the GCU website in the Policy Handbook. At that time, the c-code 359 was not noticed on the ***** by the SSA.

On 8/29/15, the SSA was reviewing Mr. ******** financial aid status, and noticed a comment entered by the Office of Financial Aid that informed us that due to the 359 C-code populated by the ********** ** *********, Mr. ****** needed to provide unofficial transcripts from colleges attended over the last four years in order to move forward with financial aid processing.  On 8/29/15, Mr. ****** was notified that GCU needed to secure the following transcripts:

For the 11/12 aid year:  transcripts from ********** ** ******** –********** ****** *** ********** ***** **********- Sacramento

For the 12/13 aid year:  transcripts from ********** ** ******** – University Campus

For the 13/14 aid year: ******** ******* ********** and ********** ** ********-University Campus.

For the 14/15 aid year – ******** ******* **********.

Unfortunately, Mr. ****** ceased attending class as of 9/5/15, which is well after the published refund policy for tuition and prior to providing the above transcripts so that his financial aid could be processed.  Since Mr. ****** ceased attending classes prior to financial aid being processed, GCU cannot bring in financial aid to cover the tuition and fees incurred.  Further, Mr. ****** did not consult his SSA to discuss his intentions of not continuing in class so they could reiterate the information about the financial policy that was reviewed in the 8/18/15.  

While published policy states that Mr. ****** owes 100% of the tuition and fees incurred since he dropped his class after the published tuition deadline, and prior to financial aid being processed, GCU is willing to write off the Learning Management Fee which is charged to all new learners in the amount of $400 as a measure of good will.  Mr. ****** will then be responsible for tuition and book fees only.  Tuition for the course he attended is $1,890 plus the cost of his electronic books is $105 for a total amount of $1,995. GCU has further applied his military discount in the amount of $94.50 to reduce the total amount owed to GCU of $1,900.50.  We hope this gesture will meet Mr. ******** request as outlined in his complaint.

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 Doctoral Studies
Grand Canyon University 


Consumer Response:

To date, the **** has never contacted me about an audit regarding my attendance.  Since 2009, using **** money, I have earned five degrees, and at three different levels.  This is not suspicious attendance. 

GCU had to have already had my NAU transcript in order for me to be admitted to GCU.  Additionally, ***** told me over the phone, during our last scheduled introductory counseling session, that GCU already had all of my needed transcripts.  Thar is why I had not sent in my CSUS transcript.  So, the excuse that GCU could not process my **** loan because they did not have all of the needed transcripts is not valid, as they had told me otherwise, and thus they created that situation. 

Before I started class at GCU, GCU knew that I needed **** money in order to pay them.  So, for them to let three weeks pass, and still not get their money from **** is not my fault, thus not my problem.   This is another artificial problem that GCU created. 

I never signed a contract, saying that I would pay for classes that were barely attempted, and that I could or would pay for classes out of pocket. 

GCU did not use ~1900 worth of labor on me.  Therefore, this amount shocks the conscience for only three weeks worth of attendance.

Why did GCU only now mention a military discount? 

The same GCU person that responded to BBB also just sent me an email, stating that my account has already been sent to collections.  This is unreasonable, as she knows that the amount due is being disputed.  If this shows up on my credit report, then this will need to be corrected by GCU. I feel that GCU is retaliating for my BBB action. 

GCU needs to be able to let students begin a class, but leave soon thereafter, and not have personal bills and bad credit due to it.

If at the end, I agree to pay GCU anything, then I would need a fair payment plan.  I would also need any bad reports to the credit reporting agencies reversed. 

 


Business Response: Dear BBB,

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

Mr. ******** claim that the ********** ** ********* has not notified him of the unusual enrollment status is not accurate.  Each student who initiates the request for financial aid through the Free Application for Federal Student Aid receives a copy of their processed response via a Student Aid Report (SAR).  The SAR outlines comments that will require resolution with the college prior to financial aid being processed and disbursed.  Mr. ****** received his SAR on or about 3/8/15 which is when the c-code for unusual enrollment populated.  It is not an audit of Mr. ******** personal account, however, it is a flag that populates on any student that received financial aid at different colleges over a four year period. Issues that may delay financial aid process are found on the comment page of the SAR that is sent to the student.  Every application submitted by the student receives a student response via the SAR, and the school to which they are sending the information receives the same copy of information. 

The transcripts Mr. ****** referred to from NAU were used for admissions purposes.  Grand Canyon University requires a conferred master’s degree from an accredited university. The NAU transcripts satisfied the requirement for admission purposes only. The ********** ** ********* in the 15/16 financial aid year now requires universities to collect unofficial transcripts from all schools attended and from which a learner received financial aid over a four year period only when this new c-code for unusual enrollment populates.  The request for the additional transcripts fell under the new financial aid regulations and were required for GCU to collect in order to process financial aid.  The financial aid regulations and admissions requirements are completely separate matters. The enrollment counselor was referring to having all documents required for the admissions process.  

Mr. ****** was fully counseled on GCU’s refund policy prior to starting class. Those policies as outlined in our original response are located on GCU’s public website for viewing.  Further, Mr. ****** signed a Method of Payment Document that outlined his primary and second methods of payment for tuition. His primary method of payment was listed as financial aid, and his secondary method of payment was cash.  The purpose of having both a primary and secondary method of payment listed on that signed document is that if the primary method of payment was not secured, the secondary method would cover the expenses. Mr. ****** electronically signed this Method of Payment document on 8/3/15 at 8:48pm which acknowledged his agreement to pay. 

GCU mentioned the military discount applied to his account in our original response so Mr. ****** could see the full accounting of fees and discounts that make up the current balance on his account.

Mr. ******** account was recently sent to GCU’s internal collections team for further outreach to collect the amount due.  Over 20 collection calls were made to Mr.  ****** after he withdrew from his classes, with no attempt to make payment toward his account.  We are more than happy to discuss a potential payment plan with Mr. ******, but he made no attempt to contact us so that we could assist him with a payment plan.  Mr. ******** account went through the standard protocol for due diligence as do all delinquent accounts. We honored the $400 write off for the Learning Management Fee so Mr. ******** account balance was already reduced by this amount.  


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 Doctoral Studies
Grand Canyon University 

1/5/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have not been provided the correct paperwork needed for tuition reimbursement for the Learning Management Service Fee. I have informed ******* ****** more than once what is needed by my employer and we were in agreement on what was going to be provided. What was sent over was not what was agreed upon with ******* weeks ago and there has been no urgency to make sure I get the correct documents. ******* is now informing me what I need for my reimbursement cannot be sent to me. The last conversation I had with ******* was she would talk to her manager, however I still do not have what is needed.

Desired Settlement: What I want is to be provided the proper paper for tuition reimbursement, I would also like this processed changed and all fees up front via the student portal so other individuals do not have to go through what I have had to go through. If GCU cannot provide me with the proper paper work I want a full refund for the Learning Management Service Fee. However, I do feel this can be resolved with the proper paper work, hopefully this will be resolved sooner than later.

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 Traditional Campus Division and, based on that review, GCU has determined that Ms. ********* complaint was appropriately resolved.  This determination is based on the following information:

Ms. ******* requested and received an invoice with her first course tuition. She submitted this to her employer, even though it did not include the Learning Management System (LMS) fee that she is disputing. GCU has spoken with Ms. ******* since then and have offered to send her a new invoice with tuition and LMS fee listed. She is not satisfied with this because she has already submitted her first course for reimbursement through her employer. She is requesting that GCU change its accounting practices and have the LMS fee listed as a second course charge and GCU cannot do so. We are willing and able to send her an invoice for the first course that includes tuition and LMS fee. It is the student’s responsibility to work out the reimbursement dispute with her employer, as GCU cannot control their policies. 


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,


Reggie Alfonso
Assistant Vice President
Grand Canyon University 

Consumer Response:

When I informed my advisor ******* ****** of the error she informed me she would provide me what is needed in an invoice form that I can send to my employer. This is not a dispute with my employer. Now ****** is going back on what was agreed upon. I still feel this situation has not been resolved or taken seriously. Again, I need the invoice on what was agreed upon from ******.

 

**********

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 Traditional Campus Division and, based on that review, GCU has determined that Ms. ********* complaint was appropriately resolved.  This determination is based on the following information:

Ms. ******* received an email on November 4, 2015 with an invoice showing her tuition cost as well as the Learning Management (LMS) Fee. This is exactly what the student has requested. Her initial request, for GCU to include the LMS fee on her second course, would be fraudulent as this charge is only associated with her first course. Please see attachment with confirmation that this invoice was sent 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,


****** *******
Assistant Vice President
Grand Canyon University 

12/31/2015 Billing/Collection Issues | Complaint Details Unavailable
12/31/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have been taking classes online with GCU to receive my bachelors degree. I had three classes left to complete my degree, but I had to take a break from school to deal with personal problems. In the beginning of the year 2015, I received a call from a GCU student councilor. In our phone conversation the GCU councilor started by telling me that she has sent me emails and was trying to get a hold of me because GCU has changing the classes required to complete a certain degree. When I notified the councilor that I was going to school for a Bachelor of Science in Health Science in Professional Development and Advanced Patient Care not the degree she has mentioned, she told me to hold while she looks up the information. After looking up the requirements for my Bachelors Degree, the counselor said that no changes have been made and I was ok to continue with the three classes I still had to take. The councilor told me to start school before the end of the year so if changes are made to the program, it would not affect me. In August of 2015 I applied for financial aid and completed the documents GCU required from me to start my classes. When I spoke to a GCU councilor over the phone they also agreed to only having three classes to complete my Bachelors Degree. In September I was asked to resign an enrollment agreement and send it in as soon as I can so I can start my classes. After signing and sending in the paper, I get a phone call from a student councilor telling me that I have to take twice the amount of classes because GCU has changed the requirements for the same degree. I was shocked and disappointed, I told the councilor no one has notified me of this until now. The student councilor said she will verify and call me back the next day. The next day, she said that I do need to take six classes now instead of only three that I had left to complete. I spoke to the student councilor's manager also but she was not able to help me. GCU should honor the original contract I signed, I have spent thousands of dollars to complete classes which have been now taken out of the program. Student councilor's are giving inaccurate information that has lead me to waste time and money. I was assured that I would have no issues as long as I get back to school in 2015 by a GCU councilor.

Desired Settlement: I ask GCU to honor the original agreement and allow me to finish my degree by taking the three classes I have left, or I ask for a refund for the courses that I have completed but are now replaced by new courses that I have to spend thousands of dollars of my hard earned money to complete.

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 Nursing Health Care Professions ******** **** and based on that review, GCU has determined that Ms. ***** complaint was appropriately resolved. This determination is based on the following information:

On May 1, 2014 Ms. ***** spoke with her Student Services Advisor, ******* ***** and stated that she was going to “sit out for a while”.  On May 18, 2014 Ms. ***** unsuccessfully completed *******.  This was her last day of attendance with GCU.   Between June 24, 2014 and July 18, 2014 Ms. ***** attempted to contact Ms. ***** numerous times via telephone and email in order to discuss her return however, she was unable to reach her.  On August 15, 2014 Ms. ***** spoke with Ms. ***** and confirmed she would return to her classes on October 6, 2014.  However, on September 12, 2014 Ms.  ***** received notice that the October 6, 2014 class was shut down so she placed Ms. ***** into the September 29, 2014 course instead and attempted to reach her to inform her of this information.  Ms. ***** was unable to reach her by phone so she sent her a detailed email with the information.  On October 2, 2014 another SSA attempted to reach Ms. ***** as she did not post into the course.  As GCU was unable to reach Ms. ***** she was removed from the course for nonattendance.  Ms. ******* next course was scheduled to begin on November 10, 2014; however, Ms. ***** did not post into this course either so again, she was removed from the course for nonattendance.  

At this point, Ms. ***** was out of attendance for over 180 days thus she would have needed to complete a new Enrollment Agreement and would now fall under the current version of her program. If Ms. ***** had returned by October 27, 2014 she would have remained in the previous version and would have had only three courses remaining to complete her program of study.    However, GCU was unable to reach Ms. ***** until January 22, 2014 at which time Ms. ***** spoke with her about returning, sent her a new agreement and advised her that she would now fall under the new program.  Ms. ***** never returned the new enrollment agreement.  GCU did not hear from Ms. ***** again until August 2015 and since she was out of attendance for so long, she was considered a new enrollment.  Ms. ******* Enrollment Counselor informed her of this but to date, Ms. ***** has not re-enrolled with GCU.

In addition to the above information, by signing her enrollment agreement on October 12, 2012, Ms. ***** acknowledged her understanding that all University programs follow a Program of Study which can be changed by the University at any time.

Since Ms. ***** still had three courses remaining in order to complete her degree at the time she fell out of attendance, an approved appeal would be needed for GCU to put her into her prior program version.  Ms. ***** can submit an appeal requesting to return to the retired program version to finish degree requirements and if the appeal is approved GCU will be able to re-enroll Ms. ***** into her previous program version.  Appeals procedures can be found in the Student Policy handbook on page 67.  Students must initiate the appeal by contacting their Student Services Advisor. The Student Services Advisor will gather the information and route to the appropriate parties at the university. All supporting documentation should clearly and explicitly describe the appeal (including the actual policy being appealed), demonstrating he or she attempted in good faith to resolve the issues with the involved parties. Students are strongly encouraged to discuss the intended appeal with a Student Services Advisor prior to submission.  On September 23, 2015 Student Services Manager, ****** ******* sent Ms. ***** a detailed email with this information.  However, to date, Ms. ***** has not contacted him or anyone else at GCU regarding an appeal.  

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,


******** ****
Regional Director of Operations
College of Nursing and Health Care Professions
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 have been communicating with ****** *******. I have submitted an appeal form on 10/01/2015 through e-mail to ****** *******. He said he has submitted my appeal and it will take upto 15 days to receive the response for my appeal through e-mail. I have not received a response yet.


Regards,

***** *****

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 Nursing Health Care Professions ******** **** and based on that review, GCU has determined that Ms. ***** complaint was appropriately resolved. This determination is based on the following information:

On 10/1/15 Ms. ***** submitted her appeal to Student Services Manager ****** ******* for review. On 10/22/15 Ms. ***** sent ****** an email asking the status of the appeal. ****** responded to Ms. ******* email on 10/22/15 reviewing the appeal timelines from page 72 of the University Policy Handbook which can be accessed from the following link:

2015-2016 Fall Policy Handbook 

http://www.gcu.edu/Academics/Academic-Integrity/Policy-Handbook.php

Appeal Timelines: The University makes every effort to come to a decision and notify the student within 15 business days of receipt of the appeal. However, in some cases the investigative process may lengthen this timeframe.

On 10/22/15 ****** received the decision of the appeal and contacted Ms. *****. ****** explained to Ms. ***** that her appeal was approved and she would receive a letter in the mail explaining the decision. On 10/26/15 Ms. ***** returned to her courses. 

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,


******** ****
Regional Director of Operations
College of Nursing and Health Care Professions
Grand Canyon University 


12/6/2015 Problems with Product/Service
12/4/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I entered into an online Master's program with GCU in July of 2015. One week into the program I traveled out of state for family business, notified my professor and submitted my assignments due before departing. Four days later I received email notification that my assignments were missing; in a pending status and needed to be resubmitted. This is not why I am writing, but this triggered the following events to transpire. I requested policy information from my GCU contact (DF) via email requesting details about the drop deadlines and procedures. I heard back from DF several days later..... several days after the drop deadline. The program week cycles are Thursday to Wednesday evening at 12am. The heaviest traffic is on weekends. Since my email request for help was prior to the weekend (traditional non business days) I would have expected to receive a timely response within 24hrs to have made my request to withdraw prior to the deadline. Since my request was acknowledged several days later, the deadline had passed and now I am handed a $970.88 bill. I believe that if I had had timely customer service (email response), then I would not have this bill. And, regarding the bill, I had applied for student loans to cover the costs. Once my withdrawal was processed, I received notification from the lender that I had utilized 6.4% of the aid ($234.40) and the remaining 93.60% ($3,426.70) would be returned to the lender. My loan was pro-rated to accommodate my withdrawal. GCU on the other hand, did NOT pro-rate. Instead, I am being held responsible for an additional $736.48 to cover e-books and a MS Office technology subscription that were cancelled the day the withdrawal was processed. I think these services ought to be pro-rated as well and I requested such several times from GCU. GCU is not listening to my request. Because I have been threatened with collection action, I sent a $50.00 installment payment. It will be in tomorrow's (9/8/2015) mail. I still disagree with the bill and stated such to the GCU contact and his manager. I sincerely hope that consumers (myself included) have some protections in cases such as these. Thank you for your concern and support in this matter.

Desired Settlement: I am willing to repay the $234.40 of aid received. I am unwilling to pay the full face values charged for services that were terminated upon dissolution of our relationship. These charges ought to be pr-rated as well. Since the situation itself arose from poor customer service.

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 Associate Vice President, ***** ******** and, based on that review, GCU has determined that Ms. ********** complaint was appropriately resolved.  This determination is based on the following information:

Ms. ******** started class with GCU on 7/9/2015 and withdrew from class on 7/21/2015 with her last date of attendance on 7/17/2015.  GCU’s Course Tuition Refund police as outlined in the student handbook states that there will be no tuition refunded during or after the second week of class. GCU records indicate that Ms. ******** was actively attending her online class between 7/9/15 and 7/17/15 thus all charges are valid.  

In addition to the above information, prior to starting class Ms. ******** received a welcome call in which the drop policy was covered.  That call took place on 5/28/2015.  Leading up to the call Ms. ********’ Student Services Advisor (SSA), ***** ***** attempted to contact her sooner for the welcome call on 5/18/2015, 5/21/2015 and 5/27/2015 and when he was unable to reach Ms. ********, he sent emails to her regarding GCU policies which included the refund policy.  In all three of those emails the following information was outlined:

Drop Policy: If a course is dropped prior to the start date you will not be charged for the course. If you start a course and formally request to drop before week 1 ends you will be charged 25% for that course (canyon connect charge remains the same). If you drop or request to drop on or after day one of week two you will be charged the full course tuition.

As well, the following refund policy is also outlined in the GCU Student Handbook: 

Course Tuition Refund – (Page 85 of Student Handbook)
The University will refund tuition according to the following policy unless a student attending courses online is a resident of a state that requires the University to follow different guidelines. These state policies are listed in the State Refund Policies section of this handbook. Refer to the Official Enrollment Status Change section of the University Policy Handbook for a complete explanation of the University’s Withdrawal Policy.
Nontraditional Students
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

GCU records also indicate that SSA ***** reached out to Ms. ******** on 7/16/2015. He left her a voicemail and also sent her an email in regards to her low grades in the class and advised her to email her instructor if she was having any issues in her course as she was coming down to the final two weeks of class.  On 7/17/2015 Ms. ******** replied that she was away from home and with her parents back east for their 50th wedding anniversary party but that she would email that day.  However, the next email received from Ms. ******** was not until 7/23/2015 in which she stated that she wanted to withdraw from her class.  Therefore, as stated above Ms. ********** balance is due and owing.

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,


***** ********
Southwest Division
College of Education

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 complaint was a request to address poor customer service on GCUs part. If I had had a timely response to my email request for 'withdrawal' assistance from GCU, then I would not have 'missed' the deadline. It has worked to GCU's financial advantage to delay a response to my request for withdrawal. 

Regards,

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

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 Associate Vice President, ***** ******** and, based on that review, GCU has determined that Ms. ********** complaint was appropriately resolved.  This determination is based on the following information:

All emails that were received from Ms. ******** were responded to via email and/or a phone within the next business day from when they were received.  Ms. ******** did not request to withdraw prior to 7/16/15 when she would have been eligible for a partial refund of tuition. Her request was on 7/21/2015 and processed on 7/23/2015.  With both of these dates being after the deadline there is no benefit to GCU.      

GCU records also indicate that SSA ***** reached out to Ms. ******** on 7/16/2015. He left her a voicemail and also sent her an email in regards to her low grades in the class and advised her to email her instructor if she was having any issues in her course as she was coming down to the final two weeks of class.  On 7/17/2015 Ms. ******** replied that she was away from home and with her parents back east for their 50th wedding anniversary party but that she would email that day.  However, the next email received from Ms. ******** was not until 7/23/2015 in which she stated that she wanted to withdraw from her class.

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,


***** ********
Southwest Division
College of Education


12/4/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I am a dissertation student who has struggled to receive feedback from my dissertation chair for dissertation I and II. During the 8 week course of dissertation II I received no grades or feedback on my assignments from my dissertation chair. It was determined she would be leaving due to health issues and asked if it was ok to have a new chair assigned to me. I agreed and waited until the new person was assigned. Week 1-6 I had no feedback and no classroom interaction with my chair. Week 6 a new chair was assigned but not notified until week 7. Week 7 the new chair talked with me on the phone but it was not until the class ended that she would be able to grade any of my work. For 8 weeks I had no mentorship and no grades back. In the dissertation process the feedback is essential to progressing into the next phase of the dissertation. For 8 weeks GCU took the last payout for my class and is refusing to provide me a credit on my account to retake Dissertation II or to put it towards my future Dissertation III or IV. Their reasoning is because there was a change in dissertation chair, but how is that my fault and why am I being penalized for the matter? No progress was made in the course and I've since took an academic leave to resolve the issue. I've been through 2 appeals processes and provided a lot of information but still the college is refusing to resolve the matter. They took the last of my financial aid and I received no communication from the dissertation chair.

Desired Settlement: My desired outcome is for the charges from dissertation II be reimbursed as a credit so that I can take the course over or have it put towards my future dissertation class since I' now 2 courses behind. I am in dissertation III starting the end of October and I have not even an approved prospectus due to the lack of communication and feedback from my prior dissertation chair.

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 ***** ****, Executive Director of Student Services in the College of Doctoral Studies and, based on that review, GCU has determined that Ms. ******** issue was appropriately resolved. This determination is based on the following information:

As stated in Ms. ******** complaint, she submitted two formal University Appeals along with documentation for review by the GCU University Appeal Committee.  The review committee, including the Dean of the College of Doctoral Studies as well as executives in the Office of Academic Records, conducted a thorough review of the documentation provided by Ms. ****** as well as the classroom activity.

Based on the initial appeal documentation submitted by Ms. ****** and a review of the classroom activity, the Appeal Committee rendered a formal decision on July 20, 2015 that there was no break in communication between Ms. ****** and the dissertation chair that was outside of the standards of communication feedback for the dissertation process. Therefore, the request for compensation of the course was denied.   On July 24, 2015 the Appeal Committee invited Ms. ****** to submit documentation for a second level appeal.  Upon review of the documentation provided to GCU from Ms. ******, it was determined that she did not provide any new or additional documentation from that provided initially and therefore, a formal decision on the second appeal was rendered on August 20,
2015 affirming the initial appeal decision.

The initial appeal decision was based on the following facts:
Ms. ******** course ran from May 15, 2015 through July 8, 2015.  To Ms. ******** own admission, she and the initial chair were in constant communication through June 3, 2015 at which point Ms. ****** requested a new chair.
- Between June 3, 2015 (when Ms. ****** requested a new chair) and June 16, 2015 (when Ms. ****** was notified of her new chair), Ms. ****** and the initial chair maintained communication within the dissertation feedback guidelines.
- The week 4 assignment was not reviewed by the initial chair because by that time,
Ms. ****** had requested a new chair and had informed the initial chair of such request.
- The new chair notification  was emailed to Ms. ****** on June 16, 2015 which included the chair email address. However, there is no evidence that Ms. ****** emailed the new chair to make contact about assignment feedback.
- On June 17, 2015, Ms. ****** emailed her Student Services Advisor that she was
“good to go”.
- On June 25, 2015, Ms. ****** contacted the Student Services Advisor asking about the new chair. The Student Services Advisor opened a faculty specialist ticket to contact the chair, and the chair contacted Ms. ****** the same day.
- The longest break in communication was between June 16, 2015 and June 26, 2015 which was attributed to the change in chair process, but still within the dissertation feedback guidelines.

To date, Ms. ****** has not provided new information or documentation in order to revisit the appeal decisions.  As such, based on the information provided by Ms. ****** as well as a review of the classroom correspondence, GCU’s initial appeal decision stands as affirmed by the second and final review decision.

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 Doctoral Studies
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.

After having a conversation with Dr. ****** of GCU it was determined I had NOT requested a chair change but rather my chair requested it due to medical condition she was facing. Additionally, I was not in constant communication during the course but rather leading up to my course because the previous course graded material was not provided to me until after the course was over. There is a 1 week gap between the end and start of a new course. Dr. ****** has reached out to me and has allowed me to work outside of the classroom with my new chair to get caught up and has also state he will award me 1 credit hour for the lost time in the course at the center of this dispute.

Regards,

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

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 Executive Director of Student Services, ***** ****, and based on that review, GCU has determined that Ms. ******** complaint was appropriately resolved. This determination is based on the following information:

As Ms. ****** stated in her most recent response dated 10/22/15, she spoke with the Dean of the College of Doctoral Studies on 9/30/15 to craft a resolution to her matter.  The agreement made during this conversation was that Ms. ****** could work with her new chair outside of the formal classroom, and return to class on 10/29/15.  During that conversation a one credit future scholarship in the amount of $630 was offered as a means to settle the issue.

Ms. ****** accepted this offer and is currently scheduled to return to her next course on 10/29/15.  As discussed, a $630 future scholarship has been approved and applied to that course and is currently reflecting on her student account. Further, Ms. ******** new chair has been working with her on dissertation matters outside of the formal class as approved by the Dean of the College of Doctoral Studies. All items discussed with Ms. ****** on 9/30/15 have been completed as outlined.

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 Doctoral Studies
Grand Canyon University 

11/9/2015 Problems with Product/Service
11/7/2015 Problems with Product/Service
10/27/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I got my BA degree from GCU (stared in 2010 and completed in 2015). I used my GI Bill benefits from active duty military service. In the beginning, I was told I would be credited a certain amount of credits for my military classes/experience. I went thru the whole program and found out at the end that none of my promised credits were included in my degree. Long story short, I took 12 extra credits that I didn't need to take. Now I am stuck with those military credits because I cannot use them toward my Master's Degree. I would have to pursue another BA/BS or Associate's Degree in another field. When I first contacted GCU about this, it took me 3 or 4 attempts to get a response back. They offered me a $3300 scholarship to "make up" for those 12 credits I should have gotten credit for before starting my courses. But the problem with this offer is I will not be able to use my GI Bill benefits (which also pay housing allowance while enrolled in school) and I cannot use the scholarship with a local school, which means I would have no other option but using GCU online courses. I feel like this took away my benefits. Now GCU will not respond to me again. I have sent them 3 emails and they are not responding.

Desired Settlement: There are 2 options I would be willing to accept. Either a cash settlement for the amount of money they would give me for a scholarship plus the amount I would have gotten from the VA for those 6 months of schooling (approximately $8004) so I can use it for a local school or they will need to refund/work with the VA and get those classes taken off my GI Bill account so I can use that time and money somewhere else. I have already lost my option of getting a Master's Degree with those credits added in so I will have to either pay more out of pocket to pursue a Master's or try for another BA/BS/AA.

10/26/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: enrolled grand canyon university 03/09/2009 went online three times did not know do the classes, no class on how to take the online course. Emailed *** **** and online teacher to withdraw *** **** emailed me back and said she refused... I noticed later she added classes I never took my total fee for three days was Stafford subsidized 3,500. Unsubsidized 5,140.00 interest $622.00 and $931.00. Tech Grant $3,000.00 awarded $3,000.00 paid to date $1,500.00 outstanding balance to be paid $1,500.00 interest $40.00and $50.00 withdraw fee Required Field total $5,960.27

Desired Settlement: delete all online intuition and student loan fees

10/17/2015 Billing/Collection Issues
10/17/2015 Problems with Product/Service
10/8/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I received $1895 of $2395 paid in advanced for a first term tuition. I decided not to continue with enrollment. I requested a refund. GCU began refunding monies paid. During the course of refunding monies, I suffered fraudulent activity on my card, which I reported to ***** *****. They cancelled my card, which resulted in me not receiving the final refund of $500. I provided GCU with all the information ***** ***** was willing to provide regarding the matter. GCU informed me they wanted ***** ***** to provide something in writing stating that my bank card ending in 5039 was cancelled due to fraud. ***** ***** provided me with a statement of dispute, which I provided GCU. GCU was not satisfied. GCU refuses to mail a refund to my address on file or credit an alternative card. They want something from me that my bank, ***** ***** simply does not provide. I cannot believe that GCU is unable to mail a check since the card I paid with was cancelled by the bank

Desired Settlement: I want GCU to mail a refund to my address on file for the remaining $500 That is not unreasonable.

9/27/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: This school is a rip off. The adviser are no help and don't tell you want you need to do to file complaints, the teacher say they don't get your work when you have a screen shot of it being submitted. The system they use if full of errors. The teacher do not communicate with students. I believe this is a scam to get money from people. They claim they have no appeal process.

Business Response:

See Attached.

9/11/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I am attending grand Canyon University and I no longer want to attend. The advisors and supervisors are rude and have little knowldeg of there practices, I have been told different things by several different persons and in return I have had my education put on hold because of unethical practices. I want to end my education with GCU, However the only person that they indicate that can help me hung up on me because she dint want to answer questions. ****** *****, who is my advisor and respinsible for granting my request to end enrollment will not do so. ****** **** her supervisor wil not return my calls as well as his supervisor **** ****** I would like to end my enrollment there and recieve my money back because they were not honest and up front about there policies and requirements.

Desired Settlement: Discontinue my education with grand canyon university and a Refund of my money. So I can pursue my education at another university that is ehtical, fair and professional.

Business Response: Dear BBB,

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

*** ****** began his program with Grand Canyon University on March 5, 2015.  On March 11, 2015 *** ******** Teacher Education Specialist, ****** ***** began the process of emailing *** ****** the instructions for the fingerprint clearance process.  *** ****** was instructed to follow the same process as all Nevada students for fingerprint clearance.  *** ***** and ****** *****, *** ******** Student Service Advisor regularly communicated the importance of *** ****** completing his fingerprint clearance paperwork.  On April 7, 2015, April 22, 2015 and May 11, 2015 *** ***** attempted to reach *** ****** to complete the fingerprint clearance paper work.  On May 28, 2015 *** ****** stated he had finally completed the paperwork.  

On August 18, 2015 *** ******** fingerprint clearance came back with issues so at that point he is required to complete the ******* fingerprint clearance process.  This is the same process for all students who have a charge on their FBI fingerprint clearance.  However, *** ****** became upset because and said he did not want to complete the ******* process and be held out of class.  Unfortunately, *** ******** remaining courses all have practicum, therefore he cannot continue until verification of the ******* fingerprint clearance is complete.  

In regards to *** ******** tuition, Grand Canyon University will not refund any of his tuition as he successfully completed all three of his courses while completing the fingerprint clearance process.  *** ******** decision to not continue in the program because he must comply with ******* regulations does not warrant any tuition refund.  GCU worked with *** ****** from the very start of his enrollment on March 5, 2015 to get his fingerprint clearance paperwork completed; however he chose to wait until May 28, 2015 to complete it.  Grand Canyon University would like to have *** ****** continue into his program after he completes the ******* fingerprint clearance process; however it must be completed before he can enter his next 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 Education
Grand Canyon University 

9/11/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I attended their school and was required by their Advisor to take courses that had been successfully completed and accepted as transfer credits. The over the next term, I filed a complaint. The new Advisor acknowledged that it was the school's error and eventually obtained permission for me to attend one term for free. During that term, we had some family issues and I had to drop my classes. Then they told me - after the fact - that I had to pay it back. I appealed the decision and am now being told that it was only partially covered by the appeal. They claim that I made 3 payments (which I cannot ever imagine agreeing to nor remember doing). And they refuse to provide me copies of my transcript until I pay this off. It was there error. I already have to pay off the funds for the loan for the term that that they screwed up. Why should have to pay for their error.

Desired Settlement: I wish them to cancel the debt entirely and provide me written confirmation that it has been done, so that I can request my transcripts..... I had specifically asked, before attending, if the Bachelor degree in Education that I pursuing was accepted in ***** for teaching. I was assured it was. When I relocated to ***** I found that it was NOT an accepted program because the degree I was taking requires Student Teaching to complete the degree while in *****, a Bachelor degree is required to do the Student Teaching which leads to the teaching certification....

Business Response: Dear BBB,

Grand Canyon University (“GCU”) is in receipt of *** ******* ******** 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 *** ******** complaint was appropriately resolved. This determination is based on the following information:

*** ****** was appropriately enrolled into her education degree program at the initial time of her enrollment.  Any degree in which a person is seeking licensure in teaching requires an individual to go through some form of a practicum or internship program prior to a student receiving an institutional recommendation before seeking licensure from a state board.  *** ****** was unwilling or unable to complete the student teaching aspect of her program therefore, she switched to the Bachelor of Arts in History program.  

In regards to *** ******** complaint that she was placed in courses that she had previously taken at another institution, Grand Canyon University was unable to obtain her transcripts from the ********** ** ******* due to an institutional hold that *** ****** had on her account for an outstanding balance.  Upon receipt of her official transcripts GCU did offset the cost of the courses that she did not need to take and offered a scholarship in lieu of the unnecessary coursework.  

The balance that *** ****** owes to Grand Canyon University is valid and will no fees and charges will be removed from her account.  The reason for her balance is not due to any GCU error, but due to the fact that *** ****** was unable to continuously be successful in the classroom.  *** ****** was academically suspended in 2009 due to excessive non-passing grades and course withdrawals which dropped her GPA below standard academic progression requirements.  In 2010 *** ****** filed for and was approved for reinstatement into her program where she immediately received another non-passing grade in course HIS/331 from 5/31/2010 – 7/25/2010 and was academically suspended again for failing to meet the terms of her reinstatement.  Once *** ****** settles her balance with Grand Canyon University her transcripts would be eligible to be released to her.  

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 

9/8/2015 Billing/Collection Issues | Complaint Details Unavailable
8/26/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: To whom it may concern; My name is ******** ** ***** and I am a graduate student in your Education program. I chose GCU after my wife attended an online program and a close friend graduated from there. I am starting a teaching fellowship with an elementary school on 7/27/15 and really was excited to join the GCU family and began my Masters degree in a field I am not only am working in currently but passionate about. As my grades show for my first two classes, I am serious about my work in this program! I have completed two classes with GCU already and have an A (4.0) in both! My family went on a vacation which we have had planned for two years. We took our daughters to ****** ***** along with going up the east coast visiting family. I made both professors of classes this would effect aware right away at the start of each class. Both told me things would be fine, and let me know how to proceed. My third class at GCU (******* started on June 4th (we were still on vacation). On that day I wrote on the “Individual Forum” (direct correspondence to the professor) about some early challenges that I will be facing throughout this course. She did not get back to me. I knew right from the outset that there was going to be a communication issue. On June 11th I wrote her an email restating some of the things I mentioned in the forum. She replied back via email apologizing for her delay and informing me that I will be fine. Between June 18th and the 24th (week 3) I reached out on ********* about being able to make up assignments. She told me that I would be able to make them up, but she will have to get back to me. She never did. At this point I reached out again on July 6th with a final plea to submit everything by the end of the course to get back on track. I mentioned going through some personal matters including a very ill relative and a very serious health issue I was found to have, emphasized how important this program is to me and that I would do what it takes to pass. I have never heard back. I have all these emails and screen shots for proof. I even have the email where Dr. ***** told me not to worry "I will be fine" in the class! When I contacted my student advisor, ***** ***** in regards to this matter I was told I was on academic probation and if the professor cannot assist me, as she agreed to I would be dismissed from the University! At NO time from application to present day have I EVER been told I was on any type of academic probation! I looked through every document I was sent via both email and physical mail. signed into my account status, etc. and nothing states this! When ***** informed me it was the FIRST time I was hearing it and it is no where on my account! I also have a 4.0 currently so this probation makes no sense! I understand I am fully responsible to turn in my assignments and I am more than willing to do so, especially since I've already completed most of them but again I will state, the professor closed the class and will not respond after numerous attempts on how to do so. I am at a loss as to what to do. I was told I would be "fine" then no additional communication from the professor after numerous attempts have been made on my part. Then I am informed I will be dismissed from the University due to being on probation which I was never informed of and honestly, with a 4.0 it makes no sense as to why I would be! I need someone to listen to me and hear me out! I want to finish my program and very easily could have received an A in this class if the professor actually responded to me and kept her word! I do not know what else to do! I have done everything correctly and exactly how I was advised by ***** and ******* when I informed them of our upcoming vacation, I can even prove medically I have been ill, etc. yet no one on GCU's side is hearing me out. I am being ignored and I am the one paying for this class! I am including screen shots of communication with Dr. *****. Even though she deleted the communication off of ********* you will see her reference it in an email! I made every single attempt to do what is right, I am paying for this class, and yet no one at this school is listening nor helping me! I feel like I'm being lied to by Grand Canyon University by informing me all of a sudden I'm on probation when I have a 4.0 and paying for a class that I could not even properly complete due to lack of communication by a professor. I beg of you to please assist me so that I can finish my degree as planned. Thank you for your time, **There is no place to attach screen shots of email communication with the professor. Please contact me for them, I am happy to provide!***

Desired Settlement: I would like the chance to fairly finish the class!

Business Response: Dear BBB,

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

A review of the **** ***** Learning Management System confirmed Mr. ******* attempted contact to his instructor during the course in question, ****** (Creating and Managing Engaging Learning Environments). Mr. ***** contacted the instructor in the virtual classroom in the appropriate space reserved for private communication between the student and the instructor. The instructor replied to Mr. ***** on 6.16.2015 after Mr. ******* initial inquiry on 6.14.2015 indicating he had returned from vacation and would be catching up work. The instructor’s reply indicated that the student should indeed continue to post discussion question answers and participation requirements. Further, the student advised the instructor he would be catching up assignments to which the instructor replied that the student should do this. 

In addition to the above information, Grand Canyon University’s Academic Compliance department reviewed all submissions made by Mr. ***** and determined that no course assignments were ever submitted by Mr. ***** after he indicated he would be catching up his required coursework. Therefore, it was determined that because Mr. ***** did not attempt to submit any of the core assignments in his course his final grade rendered would be based only on work that he did complete. In this case that work comprised a percentage less than what was required to successfully pass the course. Mr. ***** has been made aware of this review by the Academic Compliance team and advised of the consequences of the failing grade and his standing with the university. 

As well, Mr. ***** was admitted to GCU with an academic status of admitted with specifications.  This status is defined from the GCU University Policy Handbook as “Students who do not meet the standards for admission may be admitted to Grand Canyon University programs with specification. Admission with specification requires nontraditional baccalaureate students to limit coursework to no more than 12 attempted credits or one semester for traditional baccalaureate student (no more than16 credits)”.  Mr. ***** did not meet the below standard set for by this policy:

Minimum Standards Graduate Student
Complete their coursework with a minimum institutional GPA of 3.0.
Review of academic record occurs after attempting 8 credits for nontraditional campus students, or one semester according to the program course-walk for traditional campus students.
Administrative Withdrawal occurs after failing to achieve the minimum-standard GPA.
Acceptance occurs after achieving the minimum-standard GPA.

Mr. ***** was advised of this policy both in writing (2/24/2015) and verbally (2/25/2015) by his Student Service Advisor during his new student welcome call. Mr. ***** did not complete his assignments in class and was issued the correct grade. This caused Mr. ***** to have a GPA lower than 3.0 and per GCU’s policy he was dismissed from GCU.  Per the policy, Mr. ***** can apply to be reinstated in 1 year from his dismissal 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,


***** ********
Southwest Division
College of Education
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 DID contact the instructor, she has YET to this MOMENT returned my emails! I have the assignments done and have YET to be able to turn them in because she (the instructor) locked me out of being able to submit it; which I also emailed her back about with NO response! 


When I FIRST messaged the instructor she told me "I would be fine", I have proof of this email! That was the last I heard from her no matter how many times I made attempts to communicate; which again I have proof of! 

I did every single step she advised and yet when I messaged her to be able to turn in assignments since she locked them she STILL has not responded to me! 

What else was I left to do? How could I turn them in when she closed the class and to date has not responded! I did everything on my part I could! Even my academic advisor has tried to contact Professor ***** and Ms. ***** STILL has not even responded to her! Explain how this is okay and acceptable on behalf of your staff? Is this GCU's policy to allow professors to act in such manner and return no ones contact attempts?

If you give me an email address to send the proof to I will at once! She neglecting her job and my education is suffering because of it and your University stands by her? 

How was I to turn the assignments in when I contacted the professor to ask since it was locked and she NEVER responded to be or my Academic Advisor?

You are stating you are siding with the professor; how is the even possible! I have PROOF I would GLADLY share of all my attempts, again as of 7/31/2015 at 4:43pm MST she has yet to return an email!

I refuse to let this go! I have all the proof I need and a Lawyer will be my next step! 

Also, please explain how I was on academic probation when I had a 4.0 and was NEVER made aware of this!

I promise you, my education means enough to me that I will not drop this by accepting a copied and pasted generic response about your Universities policy! Did you even take the time to do the research and see how many numerous attempts to contact Professor ***** was made with zero attempt on her part? Did you speak to my academic advisor and find out Ms. ***** did not even respond to her email attempts? 

I was NEVER ONCE contacted by Grand Canyon University, NEVER ONCE offered a chance to speak to someone live, NEVER ONCE offered a chance to submit my evidence and yet I am being told there is nothing that can be done?


YOUR faculty is not doing her job and yet I am being punished?

I DEMAND true research be done into this matter and my evidence to be reviewed!

Regards,

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

Business Response: Dear BBB,

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

GCU followed up with Mr. ******* instructor and discovered that she only received one email from Mr. ***** on June 11, 2015. She replied and let Mr. ***** know to contact her in the Individual forum. This is done so that all communications are documented during the course.  This allows GCU’s Faculty Specialist department to have access if there are any issues or appeals that need to be researched.  GCU’s Faculty Specialist department found that the instructor’s in-class responses were immediate, and that Mr. ***** waited until the last week of class to try to do all of his written assignments.

Mr. ***** did not attend class at all in week one and the instructor did grant him a grace period to turn in his work for that week.  However, he did not follow through and turn in any of his assignments by the due date the instructor communicated. 

In addition to the above information, Mr. ***** did not turn in any assignments during the entire class. He did complete some of the discussion questions and classroom participation.  However, he contacted the instructor one week before the classes ended to tell her he would need an extension for the entire class.  At that point the instructor advised Mr. ***** that he should retake the class because he did not turn in any of the assignments and was too far behind in class.  As well, Mr. ***** had earned only 10.4% of the possible points for the class. Additionally, the online classroom (**** *****) does not allow anyone to turn in work after the class has ended. This is why the drop box would have been closed to Mr. *****. 

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,


***** ********
Southwest Division
College of Education
Grand Canyon University 

8/22/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was recently enrolled at Grand Canyon University and decide to withdrawal from the university, because thge instructor was not teaching me anything and they were very expensive. Furthermore, this was the second week in the beginning of class on July 14, 2015, when I dropped this class ( BIO-220). Now they are trying to charge me 1,753.08 for a class I did not complete. I did not even complete the the second week and had 6 weeks to go. I would like to file a complaint about them charging me for a class I did not complete, and they applied my 5.00 transcript toward the balance without my permission, and it was paid through my credit card. I would like for them to be investigated because I did not complete the class they are trying to charge me for. I did my research and other students filed a complaint against them for the same reason. Grand Canyon University is unprofessional and a ripoff.

Desired Settlement: I would like my balance to be zero balance because I did not complete the class, and the instructor did not teach me anything. In fact, she never responded to any questions that the students had. She barely participated in the online classroom.

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 Regional Director of Operations, Ian Flores, and based on that review, GCU has determined that Ms. ********* complaint was appropriately resolved. This determination is based on the following information:

Ms. ******* enrolled with GCU starting in December of 2014.  She completed her first payment period and moved into her second payment period starting on May 18, 2015.  Ms. ********* Title IV funds posted to her account and covered the entire cost of her second payment period.  Ms.  ******* completed her first course of her second payment period and began course two on July 6, 2015 (BIO-220).  Ms. ******* then decided to withdraw from the course on July 13, 2015 which would be in week two of the course.  Per GCU Drop Policy (Page 86 of Policy Handbook):

The University will refund tuition according to the following policy unless a student attending courses online is a resident of a state that requires the University to follow different guidelines. These state policies are listed in the State Refund Policies section of this handbook. Refer to the Official Enrollment Status Change section of the University Policy Handbook for a complete explanation of the University’s Withdrawal Policy. 
Nontraditional Students 
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  

Therefore Ms. ******* is responsible for the full cost of her course based on her time posting into her BIO-220 course.

In addition to the above information, once Ms. ******* withdrew from her course, the Office of Financial Aid was required to calculate a Return of Title IV funds, which in-turn required GCU to send back any financial aid Ms. ******* had not earned for her payment period.  Ms. ******* received a $3,471.15 stipend check on June 8, 2015 after all her course tuition and fees were covered.  However, when Ms. ******* fell out of attendance the Office of Financial Aid returned $2,968 in Unsubsidized loans and $611 of Subsidized loans back to her lender which created the $1,753.05 balance which Ms. ******* currently owes to GCU.  Ms. ******* did not meet the requirements needed to earn her financial aid including the stipend which she received.

In regards to the $5.00 transcript fee, the fee was applied correctly to the request and the $5.00 payment was not applied towards Ms. ********* current balance owed to GCU.  The $5 transcript fee was processed on July 21, 2015 and a copy of Ms. ********* official transcripts were mailed to Stockton University, per Ms. ********* request. 

Per GCU records, Ms. ********* file at GCU has been handled appropriately and correctly per GCU policies and the Department of Education.  We will continue to work with Ms. ******* if she wishes to return back to GCU to complete her degree.

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,

*** ******, Regional Director of Operations
College of Nursing and Healthcare Professionals
Grand Canyon University 

8/17/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I recently graduated from Grand Canyon University with a Master of Science in Professional Counseling. A year prior to graduation and prior to entering my final courses, which were practicum courses, I contacted the head of the counseling department at Grand Canyon. I inquired about his ability to sign an institutional recommendation from Grand Canyon, which is a requirement for licensure/endorsement in school counseling in my state. I wanted to ensure that this form would be signed and that my practicum/internship in school counseling would satisfy the requirements in my state for school counselors. The form simply verifies that requirements for school counselors in the state of Arizona are satisfied by a graduate program. At that time, I also contacted the ********** ** ********* in Arizona to verify that my degree and my practicum work would satisfy Arizona state requirements for school counselors. I was informed by the ********** ** ********* in Arizona that my degree would satisfy state requirements. I forwarded this information to the head of the counseling department at GCU. He indicated that he would sign the institutional recommendation form, which I sent to him shortly thereafter. Since the form required a date, he stated that he would sign the form upon the completion of my degree. I graduated in April, 2015, and again sent him the form. He contacted me shortly after receiving the form and said that he could not sign it due to the fact that the form required a signature from the college of education. I contacted the dean of the College of Arts and Humanities and included all correspondence with the head of the counseling department and the ********** ** ********* in Arizona. Several weeks later, the head of the counseling department, now an assistant dean, forwarded me a letter outlining my degree and indicating completion of my degree. Several errors were made on the letter and I had to resubmit all of my pracitum logs, which had already been approved.

Desired Settlement: I have not received any explanation from the university as to why this situation was allowed to transpire. The head of the counseling department forwarded many of my emails to the compliance officer at the university. Multiple people were aware of this situation and no attempt by anyone at the university was made to resolve this problem. I spent over $40,000 on my degree, was a 4.0 student and took the word of the head of the counseling department that he would sign the form in good faith.

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 Humanities and Social Sciences Regional Director of Operations, ******* ***, and based on that review, GCU has determined that Ms. ******** complaint was appropriately resolved. This determination is based on the following information:

Ms. ****** graduated from GCU with a Master of Science in Professional Counseling. After graduation, Ms. ****** requested that the college complete and sign an Institutional Recommendation form as part of her application to become a school counselor. Ms. ******** degree program does not qualify for approval on the Institutional Recommendation form, therefore the college is unable to complete and sign the document. The college did provide Ms. ****** with a letter that provides details regarding the Master of Science in Professional Counseling degree program and the specifics of Ms. ******** practicum experience that was part of her degree program. Students are advised throughout their degree program to check with their state boards regarding licensure requirements.  Although Ms. ****** completed part of her practicum at a school setting, according to her state board, her degree program does not qualify her for school counselor state licensure. At this point, we have provided Ms. ****** with the letter that she is able to take to her state board for review.

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 Humanities and Social 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,

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

Business Response: Dear BBB,

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

Ms. ****** requested that the college complete and sign an Institutional Recommendation form as part of her application to become a school counselor in the state of Wyoming. Ms. ******** degree program does not qualify for approval on the Institutional Recommendation form, therefore the college is unable to complete and sign the document. Ms. ****** was not advised that we would be able to sign the form for the state of Wyoming. We have spoken with Dr. *** ******, Assistant Dean of the College of Humanities and Social Sciences, and he has stated that neither he, nor anyone else in his department, advised Ms. ****** that the college would be able to sign the Institutional Recommendation form. The student has received a letter that she is able to provide to a state board that outlines her practicum field experience, should the state board have any questions regarding her practicum experience. 

Students are advised to check with their state boards for licensure requirements throughout their program. Ms. ****** has stated that she researched and reviewed the requirements of the Arizona state board for school counseling, the IR form submitted by Ms. ****** is for the state of Wyoming. Ms. ******** program, Master of Science in Professional Counseling, does not meet the IR requirement of a degree in school counseling.

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 Humanities and Social Sciences
Grand Canyon University 

8/16/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I am a GCU Nursing Student who started in Spring of 2015. I was charged $1,200 for student health insurance even though I am insured by AHCCCS. I have been insured since November 2014 but did not receive my letter until a week into March. I was told I would be able to receive my $1200 back once I showed proof of insurance, which I did as soon as I found out. I never received my money back and have contacted multiple staff members about this issue. Finally, I was told that I would not receive my money because I showed proof of insurance past the deadline. I never knew I had a deadline I had to show proof by in order to get a refund back, and was told many times I would be receiving my money back. I am very disappointed by this situation coming from an institution that is supposed to based on Christian values and ethics. I am a low-income student, which is why I applied back for AHCCCS before I started school to avoid the insurance fee in the first place. Many of my classmates had the same issue but received a refund or credit back on their account. I would like to continue my education here but I am finding it difficult to do so without the funds.

Desired Settlement: I would like my $1,200 returned via credit towards my school account or refunded directly back to me.

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 Director of Evening Class Operations, ****** ***** and, based on that review, GCU has determined that ***** ******* complaint requires further action. This determination is based on the following information:

All traditional pre-licensure students are required to have health insurance while attending GCU. Upon acceptance into the program Ms. ***** was made aware of this policy. She applied for AHCCCS on November 8, 2014 and informed GCU that she was told it would take 45 days to process.  On January 22, 2015 GCU followed up with Ms. ***** via email and asked if she had received notification of her benefits. However, she responded that she had not yet received approval or denial of her benefits at that time.  The due date for students to turn documentation in was February 1, 2015. GCU students were made aware of this deadline through email campaigns and Ms. ***** also informed of this in person prior to the start of her semester and in her class on January 28, 2015.  On March 9, 2015 Ms. ***** emailed GCU stating that she was able to get private medical insurance; however she did not provide proof of insurance at that time.  On April 2, 2015 Ms. ***** finally provided proof of insurance however, it was well past the deadline. Thus, Ms. ***** was issued insurance per GCU policy through AETNA.  However, since Ms. ***** did not use the insurance and as GCU likes to serve the best interest of its students, GCU has decided to write off the amount Ms. ***** owes to GCU for health insurance. Additionally, going forward Ms. ***** will need to abide by any future due dates to provide proof of insurance.

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,


****** *****
Director of Evening Class Operations
Grand Canyon University 

8/6/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: To Whom It May Concern: This letter is to verify that the outstanding debt on my credit report from Grand Canyon Online University is false and inaccurate. I had enrolled in Grand Canyon University back in 2010 as a grad student, receiving federal student loans. I dropped all classes in the required time frame (I could not physically do it myself, I had to e-mail my advisor to drop all classes for me) but was still billed for classes that I never took. Had I continued with the classes, my fee was to be paid in full by financial aid of which I was already approved. The original bill for classes was $1,915. According to my credit report, Grand Canyon University is reporting that I owe a monthly payment of $2,580. Due to this egregious inaccuracy, my credit is being negatively affected and is preventing me from purchasing a home which is my right as a citizen of this country. I have reached out to Grand Canyon University numerous times to clarify this matter and was given the runaround to no avail. I would like this false report removed immediately from my file as this is totally unfair to me and my family. Thanking you in advance for your help and consideration in this matter.

Desired Settlement: Remove the false information reporting to my credit

Business Response: Dear BBB,

Grand Canyon University (“GCU”) is in receipt of Mr. ****** ********* complaint and we value the opportunity to respond.  The issue has been reviewed by the College of Education- ******* ***** and, based on that review, GCU has determined that Mr. ********* complaint was appropriately resolved.  This determination is based on the following information:Mr. ********* participation began in his class which started on 6/24/2010.  Mr. ********* attendance did not continue into the second week of his class therefore if Mr. ******* would have notified GCU of his intent to withdrawal he would have been eligible for 75% refund of the course and only responsible for 25% of the tuition plus any applicable fees.  Mr. ******* has stated he did notify a counselor via email of his intent to withdraw.  Mr. ********* student service advisor and enrollment counselor both checked for any documentation on 11/18/2010 when the SSA spoke with Mr. ******* and neither counselor had received any request.  The SSA notified Mr. ******* to review all sent emails and if he shows documentation of a request being sent the university would review his request.  In addition to the above information, GCU continued to reach out to Mr. ******* to resolve his balance; however no further contact was made by Mr. *******.  As a result, due to his balance going unresolved the University moved Mr. ********* account to collections.  Although to date Mr. ******* still has not provided any documentation to validate his request to withdraw from the University within the required refund period, in the interest of good customer service the University is willing to adjust Mr. ********* balance to reflect his attendance as if he did request to withdrawal within the first week.  In doing so, Mr. ********* balance will be reduced from $1935 to $540 which will still be owed to the company holding his balance as that is the amount that is still unpaid on Mr. ********* behalf.  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,

Matthew Nalan

College of Education

Grand Canyon University

Consumer Response: 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,

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

 

8/4/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I am currently under an academic plan program with the school. Since my return, I've made nothing less than an A. After checking my account balance, I noticed that there was a balance of $2135 for my SPE 573 course. When I asked about the balance left on my account during this course, I was notified it would be $0.00 once my loan was disbursed to them. To date, I still have a balance of $2135; two weeks ago I was hit with a bomb that I had to pay the balance by a certain time or I cannot do student teaching. Mind you I could have paid for the retake in February, but they paid for it from the loan. I asked why was it paid for if financial aid didn't cover retakes, I was told that accounting paid for it and did a roll back. I've tried to speak with financial aid administration and they will not allow me to speak to them. Then I was transferred to student services manager's voicemail, who was supposedly in a meeting at 12:00p; the manager has yet to call me back. I was told that due too the balance of 0.00 in February, I was in the green, then I received an email that I was cleared for this course. It is very stressful and I'm at risk of going into preterm labor because of the merry-go-round I've been on with them. Now I am unable to pay it and I'm being hassled about it. I'm trying to understand why they paid for a course in which they told me they would not cover. Now here I am in my last class, knocking on the door of student teaching, and I'm stuck with paying this course that had yet to be paid by my student loan (******). I feel like they made an error in paying for it and now I'm being backed in a corner, which is not fair.

Desired Settlement: I desire the to pay for the current course I am I'm. They made the mistake, not me. They did not communicate with me my payment options for the retake course, I did not receive email notification, mail, our a phone call regarding this matter.the only thing I received was my academic plan. Instead of communicating in a professional manner regarding the retake, the used the loan to pay it which I was told would not be covered. I am supporting myself, my child, and preparing for the arrival of a baby in October on a $1000/ mo. salary; I feel that I'm being punished for a mistake that was made by the school.

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 *** ********, Regional Director of Operations, and, based on that review, GCU has determined that Ms. ****** complaint requires further action. This determination is based on the following information:

Ms. **** was placed on an academic plan as a result of her GPA falling below a 3.0 standard. As part of her academic plan, Ms. **** was required to re-take a class she had previously taken to increase her GPA. Federal Financial Aid will not cover the re-take of a class. Student Services Manager, ******* *****, had set up a phone appointment with Ms. **** to discuss how this could be resolved, however, Ms. **** missed the appointment and to date has not called back. 

Nonetheless, as GCU did not alert Ms. **** in advance that she would be responsible for the re-take of the class, GCU is willing to write off the balance of the class. 

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 

Consumer Response: 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,

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

 

7/30/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Grand Canyon University (GCU) advertises that their online Master of Education In Special Education, Cross Categorical K-12 program, leads to initial (teaching) licensure and it does not. I began the online program in August 2013 and it concluded in May 2015. I was connected with faculty who worked specifically with knowledge of the ***** ** ****** educational certification requirements and are assigned to work with students from **** to ensure they meet the necessary requirements, to receive their teaching certification upon completion of the program. When I completed all school requirements and state board exams and applied for my license, the **** ********** ** ********* advised I did not fulfill a "Teaching to Read" obligation that has been in effect since 2002 and strictly enforced since 2012 (per **** *********) and my application is on hold. ********* ************ at GCU advised they have been aware of it since April 2013. They only "mention" this to some of their students and apparently it is only mentioned after the funding has commenced in the last semester. Since the school does not advise (some of) the students that use student loans, they very well know, Federal Funding is only possible when the courses you are taking lead to a degree or a specific certification as in a "trade school." So these students in particular are stuck having to find funds and pay for classes in a short period of time in order to be hired in the positions they have applied for. They do not offer the courses as a lab, elective or part of the program when they know that students in **** will be denied licensure and the GCU program has been paid for in full. They do not have a disclaimer that states "Initial Licensure for ARIZONA only..." et cetera. Most importantly, I was not told up-front in August 2013 when I applied and given the choice to choose a different school and or program. These are Fraudulent practice on behalf of the school and the public, state of Arizona credentialing department should also be advised.

Desired Settlement: I believe I should be given store/school credit for the classes I will now have to take in order to receive my license from the ***** ** **** as Grand Canyon University's advertisement was misleading and their product was unsatisfactory and did not stand up to the "guarantee" as stated in title and description.

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 *** *****, Regional Director of Operations and, based on that review, GCU has determined that Ms. ****** ****** complaint requires further action.  This determination is based on the following information:
Ms. **** enrolled in the MED Special Education Institutional Recommendation (IR) program on August 22, 2013 and graduated on May 13, 2015.  As part of the admissions process Ms. **** signed an enrollment agreement on August 15, 2013 to acknowledge her understanding of the policies, procedures, and requirements of the University.  Page 8 of the signed enrollment agreement is as follows “The Grand Canyon University College of Education is approved by the ******* ***** ***** ** ********* to offer Institution Recommendations for the certification of elementary, secondary, and special education teachers, and principals only. Programs that lead to licensure contain a student teaching or internship component. Teacher and principal candidates are responsible for contacting their state department of education for certification requirements and program approval.” All students must acknowledge that it is the requirement of the student to contact their State’s teacher licensure office for certification requirements and program approval.
In addition, the Teacher Education Specialists spoke with Ms. **** on 6 separate occasions prior to her graduation between August 2014 and May 2015 to remind her of the **** Reading requirements. Furthermore, 3 more calls were made to Ms. **** after she graduated from the program as a courtesy reminder to follow up on the additional requirements. The reading requirement is not a mandate in Arizona therefore not required for certification or part of the program.  
Nonetheless, GCU is willing to offer a 75% discount on the two CTE courses that are required by the ***** ** ****.  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 

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.

When I applied to Grand Canyon University, ***** ****** (my Enrollment Counselor) advised I would be assigned to a Teacher Education Specialist who works with the department of education for my state and will assist me with making sure I take the correct state board exams and meet the requirements et cetera.  ***** ******* was my Teacher Education Specialist (TEdS)and it is from him that I received the proper codes and names for the **** State Licensure Exams and additional requirements for the ***** ** **** with regards to licensure, student teaching and the like (please see attached emails).  If it were the students responsibility to know what their respective states require to become licensed then please advise why there are "Teacher Education Specialist" assigned to students upon enrollment?  Since the University was well aware of the requirements since April 2013 (at minimum, per ********* ************), then whey were they not up-front and advertising that you will be licensed only in the state of Arizona upon completion of this course as other states [may] have additional requirements?  Also, since they offer the classes, why then would they not advise prior to enrollment and or as soon as your are placed with a TEdS, they give you a list of the additional courses you need to take during the 21 months you are in the Master Degree program.  Conversations have transpired around this issue at course completion and subsequent as I felt this was an injustice that had befallen me and the University should shoulder some responsibility.  

Mr. ***** offered a 75% discount on two of the four CTE's I will need to acquire my state teaching license, (as I only need two to have it issued and four total to have it renewed).  In the interim,  I have contacted GCU's and was able to successfully enroll in two classes with the help of ****** *******- Enrollment Counselor.  Additionally, **** ****- Student Services Advisor, Non-Degree Studies, has processed a full refund for my initial class, and is processing a full scholarship for my additional class.  I am happy that Grand Canyon University recognized the handling of this issue among their students was not handled equitably and for providing me the same scholarship as they have done with other fellow classmates.
Going forward, i will still recommend GCU to potential graduate program students however I will make it very clear to them that the **** Third Grade Reading Guarantee's requirements will need to be satisfied before licensure will be received; 9 hours in (Teaching to Read) Reading and 3 hours in Phonics (which GCU is now in the process of building the phonics virtual classroom with a start date in late August because "we know people in **** need this course [****** *******]."  I appreciate Grand Canyon University addressing this issue and making changes for the betterment of the program and to assist their students both present and future, with more clearly defined expectations and that will aid in a higher rate of success upon their professional journey. 
Regards,

****** ****

7/28/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I enrolled with another University only to find that I have been billed and turned over to collection for classes not taken. I was advised that I was given a failing grade from an educator, because I filed a complaint advising they were racist. I am angry that complaints are piling against the educational location and nothing is being done.

Desired Settlement: I want my transcripts release and all billing amounts cleared to zero amount.

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 Military Division- RDO ****** ********* and, based on that review, GCU has determined that Ms. ******* ******* complaint was appropriately resolved. This determination is based on the following information:

Ms. ***** attended 6 courses at Grand Canyon University. On December 18, 2012 she received her second financial aid disbursement.  After she withdrew, GCU’s financial aid office was required to review Ms. ******* account for a return of title IV funds since GCU is a borrower based university. The calculations based on academic progress indicated that GCU was required to return the unearned financial aid to the lender therefore creating a balance on Ms. ******* account. On April 9, 2013 Ms. ***** was sent an explanation of the return of title IV funds explaining why her funds were returned and explaining that a balance with GCU was created as a result.  Per University records, GCU attempted eight times through either emails or calls to Ms. ***** to resolve her account balance.  On May 23, 2013, Ms. ******* account was sent to GCU’s internal collections department as none of the attempts to resolve the balance were successful.  Additionally, on July 9, 2015 Ms. ***** called GCU and her Student Service Advisor went over the calculations and reason for her account balance with her. 


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,


****** Rodriguez 
Military
Grand Canyon University 

7/27/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I am writing this letter to express my dissatisfaction with the treatment I received at the end of week five during the Elementary portion of my student teaching. The ******* ** ********* has failed to stand by their Code of Ethics lacking Professionalism when it came to supporting me as a hard working student. Throughout my years of attending GCU, I have prided myself and considered GCU to be an institute for higher learning that held great standards in my eyes. The ******* ** ********* made a life altering decision to end my student teaching session with no regards to the fact that I was currently at a 97% in the course. I pleaded with ******* ****** ******* as well as the *** to relocate me to another student teaching assignment at which the *** made the decision to terminate my student teaching. This decision has in my eyes violated your school policy, tarnished the school’s image by the use of unethical practices. This decision was made to the detriment of my wellbeing and has caused my family and myself great tremendous mental and emotional stress. On March 5th, ***** ******* informed me that I was not going to be reassigned to another student teacher placement based on a hearing the *** held on my behalf earlier that day. I was appalled at this decision and at this point Mr. ******* directed me to ***** ******* who told me that I would be withdrawn from my current class and would have to complete a Corrective Action Plan. At that point, I felt that my academic performance should have spoken for itself and by no means did it warrant such grave disrespect at the hands of educators who are supposed to help students such as myself be the best possible educator. This unwarranted decision has proven to be detrimental to my livelihood. At this point I feel like I am being scammed. The decisions made in haste with no regards to my welfare. This whole process has been executed with no communication. I was not given a liaison to support my position when my student teaching was stopped and that alone is a miscarriage of justice. If this decision only affected me in terms of the time spent, that is now wasted, I could have in some way accepted it. Instead the time has set me back financially, mentally, and I still owe money for this. On top of all that has happen you now tell me I have a negative balance of $264.00 for a class that I received 100% in on each assignment during the five weeks I attending the class. This is the same class I was forced to withdraw from when all I asks for was to be placed in another student teaching position. A student with a 97% average is terminated for trivial issues that could have been rectified. The only entity that benefits from this situation is Grand Canyon University. Currently I have a balance of $264.00 which I would like to file a grievance with GCU to eliminate this negative balance.

Desired Settlement: I would like GCU to remove the negitive balance of $264.00 from my account.

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 Regional Director of Operations, *** ******. Based on his review, GCU has determined that Ms. ********* complaint was appropriately resolved. This determination is based on the following information: 

Ms. ******** states in her complaint that she feels GCU did not treat her well during her student teaching and that there was a lack of support and professionalism. She does acknowledge the fact that she was terminated in her student teaching position and that this violates the school’s policy. Ms. ******** also acknowledges the fact that she was placed on a Corrective Action Plan and that she now has a balance due to GCU in the amount of $264.00.
University records indicates that Ms. ******** did receive proper communication regarding expectations for student teaching and that she received numerous phone calls and emails from GCU prior to starting her student teaching on January 26, 2015 to include: August 20, 2014; August 28, 2014; September 5, 2014; September 19, 2014; September 25, 2014; September 26, 2014; October 28, 2014; November 5, 2014; December 1, 2014; January 7, 2015; January 16, 2015 and January 26, 2015. Ms. ******** also received and signed a separate student teaching application that detailed the expectations prior to starting her student teaching course. University records also indicate that Ms. ******** received consistent communication throughout her first section of student teaching. 
On February 27, 2015, ***** ******** GCU Site Supervisor, contacted Ms. ******** and explained that the school principal had asked that Ms. ********* not return. Ms. ******* also informed Ms. ******** that she would contact the school system to see if a placement could be found at another school.  Per Ms. ********* request, Ms. ******* is working on a placement for the Spring 2016 semester.  As well, official notification of her termination and details of her Corrective Action Plan (CAP) were discussed with Ms. ******** and mailed to her on March 5, 2015.  Successful completion of the CAP would allow Ms. ******** to retake student teaching one more time. Ms. ******** would also be responsible financially for the retake.  This policy was outlined in Ms. ********* enrollment agreement, GCU’s student policy handbook and Ms. ********* student teaching application.
In addition to the above information, Ms. ******* and other members of GCU’s student advising team have been in consistent contact with Ms. ******** to provide guidance and follow-up through the CAP process to include phone calls and emails on March 6, 2015; March 31, 2015; April 20, 2015; April 27, 2015; May 6, 2015; May 18, 2015; May 20, 2015 and June 8, 2015. On May 20, 2015 Ms. ******** completed the written portion of her CAP.   Also, on June 5, 2015 Ms. ******** stated she would complete the remaining testing requirements in Fall 2015 and would retake her student teaching in Spring 2016.
As for Ms. ********* outstanding balance, on April 20, 2015 her Student Services Advisor explained to her that since Ms. ******** fell out of attendance, GCU was required to return all remaining financial aid funds back to her lender and once she comes back into attendance GCU will be able to determine how much she is able to borrow and how much she may have to pay out of pocket for the remainder of her degree program.
On June 12, 2015 I attempted to contact Ms. ******** to discuss her concerns and make sure she is on track to complete her CAP and get back into student teaching.  I was unsuccessful in reaching her but did leave her a voicemail.  To date, she has not returned my call.
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 

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 have forwarded you some emails to support my complaint against Grand Canyon University.  As I read GCUs response to my complaint I found bogus untrue statements that are not consistent with the events regarding this matter.  There was a conversation with ****** ******* that took place on March 5, 2015 where she informed me based on “The Corrective Action Plan (CAP) Committee met on your behalf 3/5/2015 to discuss the circumstances of your student teaching placement. This document serves as official notification that you have been terminated from your student teaching placement”.  All GCU phone calls are recorded and could testify to the fact that I told Ms. ******* that I would not be withdrawing from my student teaching class where I was at a 97% in the class.  Ms. ******* then informed me as a result of this termination, you will be withdrawn from the online student teaching course.  This letter requires a 48 hour response, in writing, indicating you have received official termination notification. You will be required to retake your student teaching course and 16 weeks of student teaching. In order to reapply for your second and final attempt to student teach, you will first need to complete a Corrective Action Plan (CAP) which will be developed and implemented by the ******* ** *********. The dates of the CAP will be 3/9/2015 to 5/3/2015.  Ms. ******* never informed me that she would contact ******* ****** ******* for another placement.  I never told Ms. ******* nor did I request to be places in student teaching in the spring of 2016.  I was very adamant about GCU finding me another student teaching placement as soon as Mr. ******* informed me that Lithia Springs Elementary school did not want me to return to their school after the Friday February 27, 2015.  I was in contact with ***** ******* on March 2, 2015 in which he told me that ******* ****** was not going to reassign me another student teaching placement and that I should start looking for private schools in ******* ****** to possibly be assigned to.  As far as the Corrective Action plan, I was told that I had 48 hours to commit to doing it or I would not be able be to complete me degree.  I never spoke to anyone from GCU on June 5, 2015.  The only reason I fell out of attendance is because I was told that I would not be put in another student teaching placement.  Mr. ****** has only contacted me since I made this complaint.  When I tried to reach out to the dean of students and Ms. *******’s supervisor no one returned any of my phone calls.  I already paid for this course and I was in 97% compliance up until the moment in question.    I never had any idea anything was in the least wrong, concerning GCU,  until I was, to my surprise, told by  ***** ******* that ******* ****** did not want me back.  My husband contacted the Superintendent of ******* ****** , Dr. ****** *****, who informed him that ******* ****** was not the one who terminated me.  That phone call should be recorded as well.  For several days immediately following the initial conversation with ***** ******* I was being told I would be immediately reassigned to another school in ******* ******, most likely a private school. I was then blind sided with the committee meeting news a few days later and the confusion and deception just keeps coming. GCU let me down major and they need to be held accountable. This feels like a complete scam.!
 

Regards,

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

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 Regional Director of Operations, *** ******. Based on his review, GCU has determined that Ms. ********* complaint requires further action. This determination is based on the following information:

Ms. ******** states in her rebuttal complaint that she feels that GCU’s response to her complaint contained untrue statements that are not consistent with the events regarding the matter. Therefore, I reviewed University records again and discussed Ms. ********* rebuttal complaint with the parties involved to validate the concerns. At this point, GCU stands by the previous documentation provided in the original response to Ms. ********. 

I was able to make contact and speak with Ms. ******** on 7/16/15 regarding her concerns. She confirmed that she is in the process of studying for the GACE exams in the state of Georgia. She does not have a date yet for when she will take the testing. I introduced myself and discussed her current status and nature of her BBB complaint. I offered assistance and options available to her. Ms. ******** is adamant that GCU wrongfully pulled her out of student teaching. She says she talked to the school and they said it was GCU that terminated her not them. She said because of her good grades she does not understand why she was withdrawn. 

Ms. ******** is also upset about her outstanding balance of $264.00. I explained that since she has been out of attendance that GCU is required by Federal law to return the funds to her lender. Any remaining balance after that is the student’s responsibility. She feels she was forced out of attendance and should not have to pay the balance. 

I also explained what happens when a school decides to terminate someone from student teaching. I told her about the Corrective Action Plan (CAP) process and that we would be able to work on a retake and final placement of student teaching for either the fall of 2015 or spring of 2016. I did inform her that students are responsible financially for the retake and can only retake one time. She did not agree that she would have to pay for the retake because she was forced to withdraw. I told her at least let our teacher education specialist (TED) team contact her and explain her options for placement. I also told her if she decides she does not want to continue with GCU that we might be able to switch her to a Non-IR version of the program so she could be in a graduated status. I did tell her that means she would not receive her initial licensure. 

In addition to the above information, I informed Ms. ******** that I might be able to help with a customer service write off for a portion of the balance of the retake for student teaching as long as she successfully completes it. She then put her husband on the call too. I allowed him to vent and then proceeded to explain everything again. They want someone held accountable for the decision to end her student teaching even though she had good grades. 

I recommended they contact the school district to get more insight into why they decided to terminate her student teaching. I also told them I would have her assigned TED contact her Friday 7/17/15 to go over details and options for the retake. 

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 

7/17/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Grand Canyon University Falsely made me sign a promissory note that made me take out loans. I have recorded messages saying how I didn't want this fate. They also have a pending disbursement on my academic account and I haven't attended or received any money from them. They have ripped me off and caused me to drop out of my current school. Please help

Desired Settlement: I would like this school to delete all pending and outstanding loans and I would like my financial record to be completely cleared.

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 the College of Education-******* ***** and, based on that review, GCU has determined that Ms. ******-*****’s complaint was appropriately resolved.  This determination is based on the following information:

Ms. ******-***** enrolled with Grand Canyon University on 6/16/14.  Prior to enrolling with GCU Ms. ******-***** had multiple conversations with her enrollment counselor **** ******* dating back to 5/24/14.  **** ******* assisted the student with completing the application to apply with GCU as well as explained the steps to complete her financial aid paperwork including, FAFSA, MPN and EI.  These are the documents required by all students who wish to take out federal financial aid, including student loans.  Both the Master Promissory Note and Entrance Interview explain the details of the types of loans available to students and the MPN explains the repayment terms and conditions of paying the student loans back upon withdrawing or graduation from any university.  

On 6/13/15, student service advisor Ashley ***** completed a financial and academic welcome call with Ms. ******-***** where multiple policies and procedures were discussed.  This conversation was three days prior to Ms. ******-***** starting her first class (6/16/14).  During this welcome call the student was advised to what grants and loans she would be eligible for based on the information input into her FAFSA application.  Upon completion of the welcome call Ms. ***** sent Ms. ******-***** a follow up email with a breakdown of the details of their conversation including information on Federal Student Aid and Responsible borrowing to ensure that the student takes out the least amount of loan debt possible.  During the welcome call Ms. ******-***** did request to take out the maximum amount of student loans for her degree.  Ms. ******-***** did receive a stipend check in the amount of $87 which was excess funding from her unsubsidized student loan.  

After detailed review of Ms. ******-*****’s account it has been determined that the student was notified prior to starting her program that she would be taking out student loans.  This was communicated to her on 6/13/14 in her welcome call as well as listed in her welcome call email follow up.  In addition, Ms. ******-***** completed the Master Promissory Note and Entrance Interview advising her on the obligations of taking out student loans.  Additional emails documenting this communication between the student and the student service advisor can be provided if necessary.  

At this time Grand Canyon University will not return any student loans on Ms. ******-*****’s behalf because she requested the maximum loan amounts, attended three classes with GCU and successfully completed two of these classes while using Federal Financial Aid.  Ms. ******-***** is required to pay these loans back to the Department of Education upon her withdrawal or graduation.  Ms. ******-***** currently has a zero balance with the University and there are no pending disbursements on her account.  

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 

7/9/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Improper academic procedures as they gave me an "F" on a course and they professor refused to talk to me. Two other important courses did not prepare me for my doctorate writing and I was removed to another graduate program. They were fradulent and dishonest in explaining at the last minute about continuation courses. I got no help no writing my doctorate.

Desired Settlement: I want refund of at least 3 courses: my DIS I, my writing course with ***** *******, and my course on METHODOLOGY during my final Residency!! Or $9,000.00 REFUNDED

Business Response: Grand Canyon University (“GCU”) is in receipt of ****** ******* complaint and we value the opportunity to respond.  The issue has been reviewed by the Executive Director, Student Services in the College of Doctoral Studies, ***** **** and, based on that review, GCU has determined that Mr. ******* complaint was appropriately resolved. This determination is based on the following information: It is Mr. ******* complaint that he received an F and his Instructor refused to speak with him. This appears to be related to the ******* course which Mr. ***** completed between May 22, 2014 and July 16, 2014, as he did receive a failed grade in that course. Per University records, Mr. ***** posted 67 new threads in the online individual forum over a period of 8 weeks, frequently posting between 3-6 new threads the same day and often within a few minutes of each other. While each of these posts did not receive a separate response, there is no indication that the Instructor refused to speak with Mr. *****.  University records indicate that his Instructor responded as late as July 13, 2014 to some of Mr. ******* questions in the individual forum.  In addition, he was responsive to Mr. ******* posts in the main forum as well as to the questions presented in the instructor forum.  As well, his Instructor was compliant with service and feedback deliverables. The University can find no evidence to suggest that Mr. ******* Instructor refused to communicate with him. In addition to the above information, University records indicate that between May 22, 2014 and July 16, 2015, Mr. ***** also called in to speak with the Student Service Advisor team twenty times and those conversations with Mr. ***** were each geared to help guide him through the dissertation process. While the Student Service Advisors could not give feedback on his work quality, Mr. ***** was repeatedly counseled on the proper steps that needed to be taken and he repeatedly advised he understand what was expected of him. In regards to the grade Mr. ***** received in his ******* course, Mr. ***** did not provide work to the expectations of the course rubric and assignments, nor were they submitted in the proper course drop box location.  He received a non-passing grade primarily due to the grade he received on his week 7 submission as he did not properly submit the assignment via the assignment drop box as is the standard procedure in all GCU online courses and as is documented in the University Policy Handbook.  Additionally, the feedback from Mr. ******* instructor on his week 7 prospectus submission is substantive, contains embedded comments regarding the content, issues with APA formatting, and writing mechanics. The feedback was very thorough and reflected the issues with Mr. ******* submission.  An auto-rubric was also provided to Mr. ***** to reflect the calculation of his grade. As well, feedback was provided to him in detail for his week 1 Individual Success Plan (ISP) and the Week 4 10 Key Strategic Points. As for Mr. ******* complaint regarding the continuation of courses, on August 24, 2011 Mr. ***** signed his enrollment agreement and in doing so acknowledged his understanding that he granted permission for continuous enrollment.  He also acknowledged having received Grand Canyon University Policy Handbook, Academic Catalog and Student Handbook available to him at the website www.my.gcu.edu and that he understood he could receive the most up-to-date information at this site to include completion requirements.  The continuation policy is also located in the University Policy Handbook.  Continuing courses are also discussed during the student’s welcome call and it is standard practice during the Dissertation Student Service initial conversation.  It is also discussed in the ** ******* (Doctoral Community Network) which is a vibrant online learning community that allows scholars to create and share content related to their respective discipline with other learners and faculty members at Grand Canyon University. Interactive communication, instant notification of new content, and indexed search functionality enable collaboration and connection among individuals with similar academic interests. In regards to Mr. ******* claim that he was removed to another graduate program, on July 17, 2014, the Dissertation Student Services Manager and the Dissertation Student Services Advisor reviewed in detail with Mr. ***** the options available to him after he failed his dissertation course.   During this conversation Mr. ***** was also counseled on the option of changing to the Education Specialist program.   This option was presented as one of several options available to Mr. *****; however, it was never presented as his only option nor was he forced into the new program.  Given the substantive feedback offered to Mr. ***** during each of his courses, the University believes the academic process and his grades were appropriately administered.  Mr. ***** was not forced to change programs, but was offered a non-dissertation program offering as a way to complete an advanced program.  He pursued that option, but it was not a requirement.  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,

***** ** ****

Executive Director of Student Services
College of Doctoral Studies
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 would NOT have gotten an F if these facts were true on the DIS course, NEXT what about my other 2 courses, the first RES and Methodology courses in 2014 and 2013 in #1 document that cost me $9000.

Business Response: Dear BBB,

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

GCU is unable to determine which two courses Mr. ***** is referring to in the above referenced complaint without actual course numbers.  However, GCU records indicate that he took his first RES course in 2011, his second RES course in 2012 and his third RES course in 2013.  All of these RES courses discussed research methodology in some manner, as do the RSD Residency courses, so it is unclear which courses are of concern.  Additionally two courses would not have cost Mr. ***** $9000 as GCU’s non-residency doctoral program courses cost $1890 per course; $630 per credit.  This price per credit hour puts GCU in the lower range of doctoral programs available to students who need the flexibility of an online modality.  

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,


******* ******
Dean
College of Doctoral Studies
Grand Canyon University 

7/1/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Was enrolled in a course for less than a week and expressed a desire to postpone enrollment until next start due to financial hardship and need for accepting work hours. I was denied and told that am responsible for $2212 of an entire tuition for a class I did not take. I offered to settle on something more reasonable, but was denied by denied by several representatives of the school. One representative agreed on $800 and 2 months later the admissions person agreed to that. I continued to receive a bill for $2212 and made many attempts to call and find out why the bill was not changed. I was passed from ****** to ****** to ******* to *******, every call was by another person who had no idea what was going on. Now it has come so far as to send me to collections and finally I receive a response from email from ******* *****. I was emailed false documents that were supposedly mailed to my home, which I never received. I have tried to resolve this matter with this school many times and now I am left to resolve it with a collection company. I do want to pursue legal recourse if they continue to ignore this matter. If I must file a small claims lawsuit and have my day in court then I will do that even if it takes forever to get there. These people should not treat potential students this way, they have given me a new view on online schools.

Desired Settlement: Fair settlement. $300 seems reasonable to me, but if they are hell bent on being dishonest then $800 should satisfy them.

Business Response: Grand Canyon University (“GCU”) is in receipt of Mr. ******* ************* 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. ************* complaint was appropriately resolved.  This determination is based on the following information:
Mr. *********** started his attendance with GCU on 9/29/2015.  Upon the start of his classes he received the required net price calculator, a walk to class, student service advisor welcome call and he was also sent the welcome call check list.  Included in this material is the university’s policies and procedures including the withdrawal policy which is provided to every student in the likelihood there is an issue that requires them to withdraw.  Mr. *********** did state the first week that he was struggling and needed to focus on a routine with class.  The enrollment and student service advisor referred him to work with his instructor to get caught up.  Mr. *********** never requested to withdrawal within the required first week of class to receive a partial refund; therefore he is responsible for 100% of his balance due.  In addition to the above information, after multiple contact attempts from Student Service Advisor ******* ********, she spoke with Mr. *********** on October 14, 2014 and offered him multiple options which included 25% tuition payment plus the $400 LMS fees.  Mr. *********** stated he would agree to this payment.  On November 5, 2014 Student Services Manager **** **** again spoke with Mr. *********** and informed him that GCU would be willing to write off the remaining balance of $1,377 after the $835 was paid. Grand Canyon University continued to attempt to follow up with Mr. *********** over 20 times with only one response and no attempt to make the payment of $835.  On March 5, 2015 Mr. ************* account was transferred to the Internal Collections team due to non-payment of his balance.  While with the Internal Collections team Mr. *********** was sent two formal letters to his existing address in his file on March 11, 20154 and May 6, 2015.  In between the letters the collections team also attempted to reach him for payment four more times with no responses.  Due to Mr. ************* unresponsiveness his account was transferred to external collections on June 1, 2015.  Mr. *********** contacted his student service advisor on May 14, 2015 and was informed that since he did not pay his agreed upon portion of his balance and he was unresponsive his agreement was no longer valid and he would have to work with the collections team for resolution. Although though Mr. *********** did not make his agreed upon payment as he stated he would in October 2014, Grand Canyon University is willing to write off the balance of $1,377 as previously agreed upon.  In doing so we are willing to request $1,377 be removed from the external collections department; however Mr. ************* remaining $835 will remain with collections and he must setup payment arrangements through them.  
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 

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.
I have already contacted GCU collections department and made a partial payment and will follow up with them for this adjustment of balance.

Regards,

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

 

6/29/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: i was a student with grand canyon university back in 2010/2011 I was not passing any of my classes so I withdrew from the school. when I withdrew from the school they told me that the loans that I had were canceled and that I would owe the school that money. I paid the school over 3-4 thousand dollars. when I was checking on my credit score on credit karma I saw that I had a loan that I owe $1056.00. I called the loan that was through ******, and they told me that according to there records that I was still categorized as active student till 2016 and that I need to contact the school and have them help me canceled the loan being that I was never told that I still had that amount of money to pay and that if they did not want to help to contact the better business bureau

Desired Settlement: I need the loan canceled because ****** told me that it can be canceled due to the fact that I was not contacted by phone, email, or through the mail that I still had X amount of money that still needs to be paid

Business Response:

Grand Canyon University (“GCU”) is in receipt of Ms. ******** ******’ 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. ******* complaint was appropriately resolved. This determination is based on the following information: 

As acknowledged by Ms. ****** in her complaint, she did not pass any of her four classes she attempted with GCU. As a result, GCU was required by federal law to return her unearned funds to her lender.  However, Ms. ****** does owe her lender the funds which she earned during her time of attendance.  In addition, GCU is unable to cancel the loan with Ms. ******* lender as this is an agreement strictly between Ms. ****** and her lender. 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.


I am not satisfied with this response because I was never notified that I had a remaining balance and that the time I was at the school I would have to pay that money back if I dropped out. I was told by ****** that the loan could be canceled due to the fact that I was never notified of the remaining balance. In fact according to ******'s records they show that I am still a student which is false because I have not been a student since 2011. So when I dropped out of the school I was told that all loans had been canceled and since all loans had been canceled I would owe the school over 3 thousand dollars which I paid in full. 

Regards,

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

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 Regional Director of Operations and, based on that review, GCU has determined that Ms. ******* complaint was appropriately resolved. This determination is based on the following information:

Grand Canyon University is unable to return financial aid funds from the 2010/2011 aid year.  The loan money in question is currently being used to subsidize tuition costs in the amount of $1051.00.  The reason why these funds cannot and will not be returned is for the following reasons:

The 10/11 year has been archived with the Department of Education.
There were no errors in awarding the financial aid by GCU.
The student was not ineligible for the disbursements, she was eligible for the funds based on the attendance requirements she satisfied.
The student had 30 days from the date of disbursement to request that the funds be returned.
The opportunity to return the funds via paper check to eliminate the origination/interest ended last year.

Ms. ***** has satisfied all outstanding tuition and fees to GCU via the financial aid funds she was eligible for and through the payments she made on her account.  GCU will need to direct her at this time back to her lender to arrange repayment of her eligible student loans which were used to satisfy her tuition costs.

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
Grand Canyon University 

6/9/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: In February I was given a stipend from my college. I called and asked them about it. They said it is mine to buy supplies. So I did just that. I purchased a new laptop, because I attend online school, and I also bought supplies. They are now trying to tell me it was sent to me in error. Well I called them to ask them about it and they said it was mine! Now they are claiming they will send me to collections if I do not send them money. I am not paying them for THEIR MISTAKE!

Desired Settlement: I would like them to take this loss because it is THEIR error. I do not feel I should have to pay them back considering it was their mistake and they knew they sent me the stipend even after I called them about it. They still insisted it was mine. Therefore, I owe them nothing.

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, *** ******.  Based on that review, GCU has determined that Ms. **********’s complaint was appropriately resolved. This determination is based on the following information:
In Ms. **********’s complaint she feels she should be entitled to an over-awarded stipend check.  She received a stipend check in the amount of $3,721.45 in February, 2015.  GCU does inform its students that per Title IV regulations stipends are to be used for educational purposes only. The reason why the stipend was not for the correct amount was primarily caused by a schedule change.  On January 9, 2015 Ms. ********** made a request to change her program of study from a Bachelor of Science in Elementary Education to a Bachelor of Arts in English Literature.  She had her program change take effect on February 5, 2015.  She was currently in a course (*******) which was scheduled to complete on March 15, 2015. This means her Student Advising team had a deadline of March 15, 2015 to schedule her new classes for her new program. The GCU Accounting department cut her next scheduled stipend on February 10, 2015 but there were no future courses scheduled at that point due the program change. Our Student Advising team did get the future courses scheduled on February 18, 2015 but by that point the stipend had already been sent to the student. 
Ms. ********** was told twice to return the stipend (phone calls on 2/18/15 and 2/26/15) to cover her out of pocket obligation within two weeks of the stipend being cut. Even though the stipend was for the incorrect amount she would have received a stipend $709.55 for the current academic year (AY) had she stayed in her current program of study. The team also instructed her that returning the money would be required in order to fund the remainder of her education. Her current balance is $3901.90 and as long as she continues to the next course, she will then be eligible for $890 as a Persistence Scholarship (only if she passes the next course) and this would then bring her balance to $3011.90 which she would be responsible for. 
I called and left a voicemail with Ms. ********** on May 27, 2015 and May 28.2015 to explain the situation and offer my assistance. She did email her Student Advising team on May 27, 2015 in response to this situation. In the email she stated she already cashed and spent the stipend; however, she would only be able to do a payment plan of $100.00 per month. As long as Ms. ********** is willing to make $100.00 monthly payments then we should be able to make an arrangement at a later date to help scholarship her on the rest of the outstanding balance as long as she maintains her current GPA or better (3.45). As soon as I speak with Ms. ********** I will inform her that we also have a university appeal process she can complete. I will email her the appeal form and provide her with further instructions.
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

6/2/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I enrolled at Grand Canyon University and I must say it was the worst experience ever. After deciding to withdraw before the semester ended as well as never even receiving a refund from the school, now I am told by a extremely rude collections agency I owe thousands of dollars. Even when calling and trying to speak with my so-called advisor ***** ***** my emails and calls are never responded to. I called to see why couldn't I log in and print a unofficial transcript or degree plan to give to my employer to verify that certain classes where taken, just not completed, I'm told I can not access MY PERSONAL INFORMATION until a collection is payed. Why am I paying a collection when I never received any monetary funds from the school and it was all in financial aid and even sent back to FAFSA when I withdrew?

Desired Settlement: A adjustment and access to my personal information

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 Regional Director of Operations, ******* *** and, based on that review, GCU has determined that Ms. ******* ******* complaint was appropriately resolved. This determination is based on the following information: Ms. ***** was a student at Grand Canyon University from June 23, 2014 through August 8, 2014. During this time she enrolled in one course. She attended through the course and earned a non-passing grade. Her financial aid funds were processed with the Department of Education according to approved process times and posted to her account. Because she did attend GCU throughout the first course, according to Department of Education regulations, the majority of the funds were returned to the lender after she ceased her attendance. The return of these funds resulted in the balance of $846.50. After many months of voicemails and emails going unreturned, GCU did not have any recourse to resolve the balance owed. Her account was sent to our Internal Collections Department. After additional months of contact efforts, her account was sent to an external agency. Any balances owed on an account will prevent a student from printing transcripts. This will be allowed once the balance has been resolved. 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 Business
Grand Canyon University 

Consumer Response: Grand Canyon University responded but made it seem as if it were my fault that they did not communicate to let me know what exactly would be going on with my financial aid. I was adamantly told on several occasions that my financial aid was approved and it was disbursed and my classes were paid for, therefore I did not owe any money. They claim they tried to contact me when that is not true the least. So no it has not been resolved and I am outraged that a so-called university would be out to just collect money from people. Its sad and I will never recommend anyone to this school or University of Phoenix which my co-worker and sister have had issues with as well. Maybe it's just Arizona but I am not a fan. 

Business Response: Dear BBB,

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

GCU appreciates the chance to readdress Ms. ******* complaint.  However, the previous response submitted by GCU is still valid and GCU stands by this response. Thank you for the opportunity to address the complaint. 

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 Business
Grand Canyon University 

5/19/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: i am an online college student and since the first day i enrolled wich was a year ago they have told me i would get my left over money and then i didnt and i had to leave a class do to health issues and i was told if i left the class that i would not have to pay for it by the dissability office i am now trying to transfer to lakeland in ohio because i just found out if i graduate from there school i cant get my licence in the field in ohio. now they wont send my transcripts because they are charging me for the class i did not take and they didnt even take it out of the money they sent back to financal aid and i would like to know what i should do because my mother lives in ohio and they lied to her saying she would be able to get her license when graduating and she is going for the same thing as me it just seems like since day one they have been d me over. sorry i didnt know what to use for that word

Desired Settlement: i want them to release my transcripts to the other school, and for the bill to go away.

Business Response: Grand Canyon University (“GCU”) is in receipt of Ms. ******** ******* 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 *** ******* complaint was appropriately resolved. This determination is based on the following information:

*** ******* first concern is that she did not receive a  stipend after being told by GCU that she would.  Students are not eligible for stipends when they do not earn their financial aid funds.  Since Ms. ***** withdrew from her course she did not complete her Payment Period or her Academic Year and thus, did not earn all the financial aid funds to pay for her courses.  This caused the unearned portion of her financial aid funds to be return to the ******* ********** leaving Ms. ***** with an account balance of $1372.95.  Per GCU records, *** ******* graduation team explained this information and the return of funds to her on March 3, 2015; March 24, 2015 and on April 9, 2015.  Also, since Ms. ***** did not complete her Payment Period and Academic Year, if she chooses to attend another institution she should verify with them that she will not have an overlapping loan with GCU and the new school.
  
While GCU understands that Ms. ***** may have experienced some health issues, the University does communicate to students that they are responsible for the courses that they have already started.  As well, on March 3, 2015 GCU spoke with Ms. ***** and again explained that per its refund policy, she would be responsible for the cost of her course.  In addition, GCU’s refund policy was also detailed on the enrollment agreement Ms. ***** signed on April 22, 2014. This enrollment agreement explained *** ******* financial obligation once posting into class.  See below:

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

Additionally, by signing her enrollment agreement, Ms. ***** also acknowledged that she had access to the University’s Policy Handbook which also contains GCU’s course tuition refund policy.  However, due to her situation, GCU is willing to work with Ms. ***** on a payment plan to resolve her balance.

In regards to *** ******* claim that her program was not approved in the State of Ohio, GCU records indicate that at the time of her enrollment Ms. ***** lived in the State of West Virgina which is a GCU approved state.  Ms. ***** did not move to Ohio until after her enrollment with GCU.  GCU has since been approved to offer its program in Ohio.  Thus, if Ms. ***** would like to continue her enrollment with GCU, we can help her get her questions answered and get a clear path to graduation. As well, if Ms. ***** returns by June 26, 2015 she will be eligible for a W/F credit.  A W/F Credit is a one-time conditional opportunity for GCU to help a student who may have failed or withdrawn from a course. This Credit will be for the cost of a course to help students who may not otherwise be able to afford to continue on.  The course will be applied to the last class in the payment period.  Ms. ***** should be aware though that students could lose the credit if they do not succussfully pass the course that extends the payment period.  If Ms. ***** is still desiring to get a transcript to transfer to Lakeland, once her balance is paid, GCU would able to send her transcripts. 

Finally, due to Federal Guidelines, GCU cannot speak with Ms. ***** regarding her mothers’ situation.  However, GCU would encourage Ms. ***** to have her mother speak with her Student Service Advisor.    
 
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 Business
College of Engineering and Technology
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 had emailed proof to someone at the better business bureau wich were pics that they were billing me not for the english class but for a class i never took yet i also sent picture of the past courses and recent which i am in nothing. and they also already took the money of 800 and something out of my student loans for english class before sending them back i sent all of the pics to. proving evreything 

Regards,

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

Business Response: DearBBB, Grand Canyon University ("GCU") is in receipt of Ms. ******** ******* 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. ******* complaint was appropriately resolved. This determination is based on the following information: The photos Ms. ***** attached to her rebuttal complaint confirm that since she withdrew
from her course, Eng. 106, she did not complete her Payment Period or her Academic Year and thus, did not earn all the financial aid funds to pay for her courses. In Ms. ******* rebuttal she states that the english class was paid for by her Financial Aid. Originally the course was fully covered by Financial Aid until she withdrew and did not return. This caused the unearned portion of her financial aid funds to be returned to the Federal Government leaving Ms. ***** with an account balance of$1372.95. Ms. ***** is not being charged for any classes she did not post attendance in. The course cost $1950.95. Prior to the return of funds the student had a credit of $881.05. GCU was required to send back $2254.00, the unearned funds, to the ******* **********. This brought Ms. ******* balance to $1372.95. As stated previously in GCU's original response, per GCU records, Ms. ******* graduation team explained this information and the return of funds to her on March 3, 2015; March 24, 2015 and on April 9, 2015. 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,
****** ****
Business Division
Grand Canyon University

5/17/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I need help resolving a problem with my GI Bill benefits. I am in an MBA program with Grand Canyon University online. Last fall, I started a Finance for Business Managers course and realized a couple weeks into it that the material was too difficult for me. When I started falling behind, I immediately called both my student advisor at the school and the GI Bill benefits line to ask what I should do. Both told me that I should not withdraw from the course and as long as I completed the course with an F, I would not have to pay back my GI Bill benefits. Last week I received a debt letter from the VA stating that I had a debt for this course for over $2700. I called the VA and they told me that I had to get the school VA certifying official to send something to them stating that I completed the course with an F. The school has refused to do so. We have a 12 year old son with autism and he requires a very strict diet to keep him from having seizures. I am stressed about this debt putting more pressure on our family's finances and I need resolution.

Desired Settlement: I request that a Grand Canyon University VA Certifying Official send a letter to the VA stating that: 1. Elizabeth Soliday fully met the attendance requirements of Grand Canyon University during the Sept-Nov 2014 enrollment period in the Finance for Business Managers Course (page 30, Grand Canyon University Policy Handbook), and 2. Elizabeth Soliday completed Finance for Business Managers with a letter grade of F, and 3. An official GCU transcript showing that the course was completed and affected my GPA.

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 Regional Director of Operations, Sandra Rodriguez and, based on that review, GCU has determined that Ms. ********* complaint was appropriately resolved. This determination is based on the following information:

GCU is required by law to report non-passing grades to the Department of Veteran’s Affairs along with the last day of class attended by the student. If Ms. Soliday feels that she has extenuating circumstances that caused her to fail the course, the Department of Veteran’s affairs has an appeal process that can be utilized. Since GCU did correctly report Ms. ********* enrollment to the Department of Veteran’s Affairs, and Ms. ********* debt is held directly by the Department of Veteran’s affairs, GCU is unable to take any further action on the student’s behalf.

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 Military Operations
Grand Canyon University 

4/17/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was told by a counselor at Grand Canyon University named ***** ******* that I would receive money from ***** for going to their college, and that it would help me to provide myself with my own computer and wifi,, along with other things I needed. She told me verbally over the phone that I would get a little bit over twenty-five hundred dollars by the first week of march. She told me this in early February, So I had to wait a whole month and take online classes in the mean time at the library and sometimes Id borrow my aunts computer to log in to the online class as well. Just until I got my check which she said I would receive by mail, I was struggling but made it somehow everyday walking to the library and to my aunts house taking online college courses through Grand Canyon University. Then the first week of march had past and then the second week as well. At this point I was confused because I did not receive any ***** check by mail that was going to assist me, so I started to worry and so I called ***** back on about march 14, or 15, or 16 I cant quite remember what day it was but I called her numerous times on numerous days after and still I didn't get an answer back on why I didn't receive the check by mail that she told me I would receive. So someone else named *** ******* who said she was the financial advisor of the school was telling me that I was not going to get money for me to buy a computer and purchase wifi, so that I may be able to complete my online studies at home and not at the library which is hours from where I live. So I told *** on the phone, "But ***** said I would receive money for qualifying for the ***** for my own needs." Then she basically told me, "Im sorry she told you that but no you will not receive anything until June and that will only be around six-hundred dollars." Then on march 20th ***** finally responded back to my messages and phone calls, but by email, and she told me, " I will be out for a indefinite time." So no answer to my question from her. So then I called *** back and told her to un-enroll me from their university , So she did and now I am here messaging yall The BBB, so that yall can assist me and help me so that I will not have to pay any finances to their school. We had a verbal agreement over the phone, and I was miss lead , I feel that I shouldn't have to pay them anything and that they should drop financial charges against me. Because I went through the enrollment process with them and at the time I was broke with no money but needed an education to further me in life. Now im un-enrolled still broke with no money or job, and they want me to pay them, even after they didn't comply with our verbal agreement over the phone. So I refuse to pay them since they didn't pay me. They didn't stick to their part of the deal. I stuck to my part waisting my time walking to the library every day practicaly, but for what? Nothing in return but them to tell me, "You owe us." I don't think so. So please BBB help me out of the financial debt that they are trying to burry me in. I don't want to start off my life at 19 years of age with bad credit because of someones major error on their part. Thank you.

Desired Settlement: Release me of my financial debt towards them, So that I may attend another university.

Business Response: Grand Canyon University (“GCU”) is in receipt of Mr. ******** *********** complaint and we value the opportunity to respond.  The issue has been reviewed by ***** ******** College of Education Associate Vice President, and based on that review; GCU has determined that Mr. *********** complaint requires further action. This determination is based on the following information:

Mr. ********* is a dependent student and was advised by ***** ******* to both dependent and independent funding levels as a student at GCU.  The values of a dependent student to that of an independent student are exactly half.  As a dependent Mr. ********* had enough funding with his Pell grant and student loan to cover the cost of his tuition and fees at GCU.   There would be no additional funding left over to issue him a stipend check at that time.  This will be the case for Mr. ********* until he becomes an independent student by federal regulations.  By explaining both independent and dependent funding to Mr. *********, Ms. ******* confused the situation and from that Mr. ********* thought he would be issued a stipend check when beginning his classes at GCU.    

Nonetheless, GCU will be removing all tuition and fee charges for Mr. *********** first class.  GCU will also be returning all student loan and Pell Grant funds back to the federal government. This will allow Mr. *********** to have access to these monies if he chooses to attend another education institution. 

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,
***** ********
Associate Vice President of the College of Education 
Grand Canyon University

4/15/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was a student at Grand Canyon University. I had dropped out of a class due to gallbladder issues and severe psoriasis outbreak. I was not told that I would be required to still pay for the class. I have been back and forth with Grand Canyon and have not got resolution. I have emails from ******** ***** stating that I was eligible for $2200 to cover the balance and to call her. However, when I called this was not the case. When I called in I was told that I owed more and was not entitled to help. I have been bounced back and forth and feel like there is a lack of training in the academic advisor department. I was also supposed to be receiving a discount through a partnership between my employer and GCU. I have had at least 20 different academic advisors while attending Grand Canyon University and do not feel that I have been provided with good customer service. I am not able to attend classes due to this balance and I feel that it is unfair.

Desired Settlement: I would like for Grand Canyon to clear my balance so that I can go back to college and complete my doctorate. I have saved emails regarding the alleged funding I was eligible for.

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 ***** ****, the Executive Director of Student Servicers in the College of Doctoral Studies, and based on that review; GCU has determined that Ms. *******’s complaint was appropriately resolved. This determination is based on the following information:

Ms. ******* has been a student at Grand Canyon University since 2008 and should be well versed on University Policy as it relates to drop and refund policy. By signing her Enrollment Agreement, Ms. ******* acknowledged having access to GCU’s Academic Catalog and Student Handbook which contained the most up-to-date information and all University policies to include cancellation and refund policies. As well, this information is available for public review in the University Policy Handbook located on the gcu.edu website and was further reviewed in detail at the time of enrollment.  

As for Ms. *******’s complaint that she was eligible for $2,200 to cover the cost of her course, had Ms. ******* stayed in her original program, she could have provided a statement to GCU authorizing us to bring in an additional $2,200 in financial aid to cover the cost of her dropped course. However, she changed programs thus her loans were recalculated and it created an overlapping loan with her new program so she was no longer eligible to bring in those additional funds.  However, as a means to offset the costs, GCU offered Ms. ******* a tuition credit in the amount of $1,890.  On 8/1/13 GCU applied the credit properly to the academic year in which the drop fees occurred.  After this write off, that prior academic year still had an outstanding balance due in the amount of $878 which was the responsibility of Ms. *******.

As stated above, Ms. ******* changed her program emphasis which created a new academic year on 7/11/13 and financial aid to cover the first payment period was received on 7/26/13.  Unfortunately, Ms. ******* failed the first course in this new academic year but did pass the second course (residency). Additionally, Ms. ******* did not continue after the second course. Therefore, since she did not earn the required credit to maintain the financial aid on account (due to failed grade not earning academic credit), Ms. *******’s account became subject to the Department of Education’s return to lender calculation. GCU was unable to keep a portion of the financial aid received, which opened an additional balance on Ms. *******’s account in the amount of $2,595.35 for a total amount due of $3,473.35 ($878 + $2,595.35). Since Ms. ******* was nearing her lifetime aggregate limits for federal financial aid, she was counseled multiple times to apply for a federal Grad PLUS loan to assist with the balance and to help her complete her program. Over 15 follow up attempts to work with Ms. ******* on ways to resolve this balance went without follow through. She also did not complete the Grad PLUS loan as she stated she would.

In regards to the partnership discount which Ms. ******* states she should have received, GCU does not have a partnership with the employer Ms. ******* listed on her original admissions application.  If she has a Memorandum of Understanding that she received from a GCU employee, or has other documentation that GCU may research to determine eligibility we are more than happy to do so. However, at this time, there is no documentation on file that indicates Ms. ******* was employed by a current academic partner for the College of Doctoral Studies and this documentation should have been provided prior to enrollment for any discounts to have been applied.  We respectfully request any written documentation from GCU that Ms. ******* has so we may further research the matter.

In summary, GCU did honor the write off for the dropped course that was promised to Ms. *******, and significant attempts to support her with options to address the existing balance are documented. There is also no documentation on file to support Ms. *******’s claim of discount eligibility, but again we are happy to further investigate any documentation that she may 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,
***** ****
Executive Director, Student Services
College of Doctoral Studies
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 disagree with the response submitted by ***** **** because her report contains many inaccuracies. I have included emails to back up what I am saying and would like ***** **** or someone higher up to take the time to look over all of the emails and documentation that I took the time to provide before a final decision is made.  As a student, I feel like there have been way too many people handling my account and misinformation was provided to me.  As you can see from the emails, I have had numerous academic and financial advisors.

In response to the statement regarding me changing my program, I did initiate the change of program.  I signed up with my original program in June 2011 (see email from ******* ****).  I also attached my original program of study.  I was contacted by **** ********* in May of 2013 and told that my original program was no longer being offered by GCU and I would have to sign a new enrollment agreement.  He stated that the courses that I had previously took would count towards the program.  (Please see emails below between **** and myself) 

In response to not taking advantage of the $2200 that I was emailed about: I contacted ******** ***** who sent me the email about the $2200 (email below) and was told by her that the email was a mistake and it could not be offered to me. She never offered other options to me at that time.    

GCU did provide me with a tuition credit in the amount of $1,890 but that was only because I retook a class that I had previously dropped and passed it so on 8/1/13 GCU applied the credit the academic year in which the drop fees occurred.

In regards to the partnership discount, GCU does have a partnership with my employer and it is the Long Branch Board of Education.  (Please see documentation)  I have always listed this employer.  Please see emails to ******** *****, ******* ****, **** ****** and ****** ****************** regarding the partnership discount.  I find it very hard to believe that there is no documentation on file regarding this when I contacted all of the above people regarding it, filled out an MOU with ****** ****************** and also faxed one to **** Nelson.

I did not continue after my second course because I was told by ******** ***** that I would have to pay the balance before I could take any further classes.  As a single mother of four children, I was unable to pay that large of a balance without putting myself in further financial difficulty.  

In response to over 15 follow up attempts to work with me on ways to resolve this balance went without follow through is not accurate.  I was not provided any other options other than to apply for a Grad Plus Loan.  I was not offered any other options because if I was, I would have tried to rectify the situation.  (I had a payment arrangement in 2012 for something else and followed through with that)

I understand that GCU has a business to run and need to receive payment for services.  However, GCU is a Christian based University and I feel that either the University is not being totally honest or ***** **** is not being provided with all of the information in my case.  I also understand that people change careers in life, but find it very unfair that my academic advisors changed so much and I would not find out until I called looking for someone who no longer worked at GCU.  I would love to obtain my degree and go back to Grand Canyon University but, I will not be able to do so until some type of solution is offered.

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 re-reviewed by ***** ****, the Executive Director of Student Services in the College of Doctoral Studies and, based on that review along with the additional documentation supplied by Ms. *******; GCU has determined that Ms. *******’s complaint was appropriately resolved. This determination is based on the following information:

The documentation supplied by Ms. ******* relative her program change is correct.  The program which she initially enrolled in with the University was replaced by an updated program.  While Ms. *******’s prior courses transferred to the new program, the timing of the change caused an issue with GCU’s ability to bring in the additional funds discussed in Ms. *******’s complaint as it relates to the financial aid portion of the issue.  

Ms. ******* enrolled in the last course of her prior program, LDR809, on 4/11/13.  However, due to extreme personal matters, Ms. ******* requested to be dropped from LDR809 on 5/16/13. Charges incurred from a dropped course are typically the responsibility of the learner. As well, by dropping LDR809 on 5/16/13 and not returning to class until 7/11/13, Ms. ******* became subject to a return to lender calculation for not completing the required academic year in the prior program since she did not earn the financial aid GCU received from the Department of Education. The balance that remained on Ms. *******’s account after the return to lender was completed was $2,768.  To assist Ms. ******* with this balance, GCU agreed to write off $1,890 toward the tuition as a measure of good will.  The remaining amount due by Ms. ******* was $878.  Several GCU Student Service Advisor’s spoke to Ms. ******* about entering into a payment plan to resolve this balance to include on 05/23/13 and 5/31/13.  On 5/23/13 an SSA spoke to Ms. ******* about the balance that would be created from her dropped course and that she would need to work with her SSA on a resolution plan.  On 05/31/13 an SSA spoke to Ms. ******* and discussed a possible payment plan.  At that time, Ms. ******* was advised she would need to begin making payments toward the balance, as well that she may consider utilizing her next stipend to pay toward her outstanding balance.  However, no payments were ever made by Ms. *******. 

Ms. *******’s new program became effective 7/11/13. The point in her academic year that the program change was completed created a new academic year for purposes of financial aid processing, which in turn created an overlapping loan for the new academic year. This significantly diminished the amount of financial aid GCU was able to recover due to the overlap.  Only $4,362 was packaged to cover the first 6 credits in the new year.   The email advising Ms. ******* that she could bring in an additional $2,200 if she provided a statement, was an error by the SSA.  The SSA overlooked the fact that an overlapping loan existed, which is why the following day the SSA suggested that Ms. ******* apply for the Grad PLUS loan to supplement her loan shortfall. While the initial email was an error, it was caught immediately and alternative solutions were provided to Ms. *******.  At the time these options were provided, Ms. ******* agreed to pursue the Grad PLUS loan or to pay the balance with a cash payment plan. There were multiple attempts to contact Ms. ******* to follow through with this option.  To date, Ms. ******* has not applied for the Grad PLUS loan, nor has she made any payments toward her outstanding balance. Had Ms. ******* followed through on applying for the Grad PLUS loan and was approved, she would have been able to continue in her program of study. This was the best solution to assist Ms. ******* with her account balance.

As for Ms. *******’s eligibility for the **** ****** ****** ******** partnership discount, this partnership did not become effective until 8/16/13 and was only available to students who began their program in 2013.   On the date this partnership became effective, Ms. ******* was already enrolled in the last course prior to dropping from her program. Discounts are not retroactively applied, and only applied to future courses.  Since Ms. ******* did not return to class, she is ineligible for this discount.  Additionally, this partnership discount ceased as of 12/31/13, so is no longer available at this time. 

Given the facts outlined above, the balance owed by Ms. ******* is correct and no further adjustments will be made by GCU at this time as Ms. ******* was already previously given a good will write off towards her withdrawn course.  As well, the error by the SSA regarding the statement to secure an additional $2,200 was discovered within a day and an alternate solution was offered to Ms. *******; which she did not follow through with. The balance as presented, remains due. 

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,
***** ****
Executive Director, Student Services
College of Doctoral Studies
Grand Canyon University

4/7/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I applied to Grand Canyon University registered for classes and was told my Student Loans looked great and everything was ready to go for me to start classes. When I tried to log into the program I was not able to complete any tasks, when I called and e-mailed my representative I was told I was never fully accepted because my loan had not went through. After that happened I tried to call and e-mail many times to find out what is going on because no one would never call me back about the status of the loan and i was not able to get into the classes online. I was told because I was never fully accepted into the school I would not have to worry about it. A few years later I received a nasty phone call and e-mail saying I owed them because the loan didn't go through and I registered for classes. I explained to the person that I was told I was never fully accepted into the school and I would not have to pay them because I didn't actually take any classes. Now more than 5 years since then I receive more e-mails and calls threatening to send it to a collections agency because they say I owe them $4500. I am now a single mother working full time who has graduated from another school and have no way of paying money to them that I do not owe. How can I owe someone money when I was never fully accepted into the school?

Desired Settlement: I would like this amount to be removed from my account and not sent to the credit bureau. I do not feel I owe them any money seeing as how I was never accepted.

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 Southeast Division Associate Vice President, Jaime Leonard and, based on that review; GCU has determined that Ms. *******’s complaint was appropriately resolved.  This determination is based on the following information:

Ms. ******* enrolled into the Bachelors of Science in Secondary Education in Business Education and Technology for the Spring semester beginning on January 7th, 2008.  She was enrolled into four classes for the semester; POS 301 and SYM 301 both starting on January 7th 2008 and ending on March 2nd, 2008, and BUS 318 and INT 463 beginning on March 10th, 2008 and ending May 4th, 2008.  Ms. ******* attended the entire eight weeks of both POS 301 and SYM 301, earning grades for both of the courses.  She also posted positive attendance in BUS 318, posting her biography on 3/11/2008 and Week 3 discussion question on 3/25/2008.  As well, she posted into INT 463 on 3/11/2008 presenting a question to her instructor in the Questions for Instructor forum.  

Per GCU’s drop/refund policy, students who drop after the 3rd week of the semester are not permitted a refund and are 100% responsible for the cost of the semester.  Below reflects GCU’s 2008 Drop/Refund Schedule.  By signing her Enrollment Agreement, Ms. ******* acknowledged GCU’s Finance Agreement that reflects this policy. In addition, she also acknowledged having received a GCU Academic Catalog and Student Handbook which contained the most up-to-date information and all University policies to include cancellation and refund policies.  Based upon this information, Ms. ******* is responsible for the tuition for her semester.


Nontraditional Students 
Students who drop/withdraw from a course/all courses are eligible for the following refund: 
Week 1…………...…………100% tuition refund 
Week 2……………………… 75% tuition refund 
Week 3..………………………50% tuition refund
After Week 3 …………………No refund


Upon further review, there were no issues with Ms. *******’s acceptance to GCU.  Students are conditionally accepted and provided the timeframe of the semester to apply for Federal Financial Aid and receive official transcripts in order to be matriculated and fully accepted to GCU.  Ms. ******* completed her FAFSA (Application for Federal Student Aid) on 2/6/2008 and her Master Promissory Note and Entrance Counseling Interview on 2/19/2008.  GCU did request her official transcripts; however, they were never received.  GCU does attempt to request official transcripts on behalf of students; however, it’s ultimately the student’s responsibility to provide them.  Because the transcripts were never received, GCU was unable to matriculate Ms. ******* and certify her loans.

Although Ms. ******* is responsible for the cost of tuition for the spring semester, because there was minimal attendance in BUS 318 and INT 463, GCU is willing to adjust the cost of tuition for those two courses.  The total charge for tuition is $4,500 ($1,125 per course X 4 courses).  This will make Ms. *******’s balance owed $2,250.00 for the two courses she did fully attend; POS 301 and SYM 301.

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 SE Division
Grand Canyon University

3/27/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This class was very difficult not only for myself but other students as well and I believe this was mainly because of the instructor and not the work itself. The instructor made it very difficult to communicate with him. The first example of the instructor not communicating is Dec 30th, 2014 in the individual forum titled "module 5 & 6" I wrote him asking if he received my assignments. He never responded. I sent him another response on Jan 07, 2015 still in the individual forum asking if he had received my attachments for week 5 and 6, and he never responded to that either. I never received a response from him in the individual form titled "module 5 & 6". Also in the individual forum titled "module 4" on Dec 19th I submitted my paper. He responded in the individual forum under the topic "module 4" on Dec 19th saying that he would grade it over the next few days. If you then look in the individual forum under "guidance counselor important" on date Jan 13. I asked him on Jan 18, 2015 if he was going to grade my module 4. As of that date he had still not graded my module 4 assignment and this was almost a month later. The instructor never gave me any guidance on my assignments until week 7. This did not allow me to understand what he was looking for as an instructor. He posted on Jan 21 in the individual forum under Guidance counselor an example of what he was looking for in the assignments. This was way to late of an response for me to be able to make changes to the way I presented my information. The professor gave me no guidance as to how to increase my grades in this class until week 7. In week 7 have became very involved in discussions with me as to what he wanted in the assignments. By this time the class was over and I was unable to make any changes. Week 8 DB grades were low because he stated he did not like how I separated "my support" from "my response" which is how I have been writing my DB's the entire class as well in previous classes for the last 5 years. If the professor wanted me to change that I definitely would have if he would have let me know before week 8, which is when he disclosed that information to me. He gave me a low DB grade on week 8 and he stated "the 1st part of your post was an abstract you copied from a website, or possibly the original article. I was surprised at your post, given your focus on your grade in the class." This was posted in the individual forum on Jan 21, 2015. I have always directly copied "my support" from where I obtain my information from and then under "my response" I respond to the question based on my support and my own personal thoughts. I have attached 18 pictures that prove all of what I have stated above. I have received my masters degree in health administration and leadership as well as a masters in informatics from GCU and I have been with GCU since 2010 and this professor is the only one that did not help me during the entire class. I contacted my guidance counselor about the professors inability to help me in week 6 and I let the professor know that I was contacting my guidance counselor because I was not getting good feedback about my performance. As soon as I sent the instructor this information I believe he started to retaliate against me and give me lower grades on my DB. When I let the instructor know that I had contacted my guidance counselor he then started to respond to me in a faster time frame as well. Even though he never responded to me in the individual form for one of my questions, which I have attached support for as well. I believe this F was given to me because I had reached out to my counselor about the problems in this class. At one point in the class I created a discussion and asked everyone if they had heard from our professor because he had not responded to any of my one on one emails nor had he written in the discussion board. Many of the other students stated that they felt the same way. How can I go from being an A/B student at your university to receiving and F in a class when I participated more than anyone as well as doing the work correctly.

Desired Settlement: My desired outcome would be for someone look at how long it took for my grade to come back for week 4,5, and 6. For someone to see that he did not always respond to me in the individual forum in a timely manner and in one case he never responded at all even to this day. I would like for someone to look and see that he said he would have my week 4 paper graded in a couple of days and that did not occur until Jan, when I had to ask him about it again. For someone to notice that he graded my DB 8 differently than he graded my DB from week 1-7, to notice that his grading requirements changed based on my reflected DB grade and his response to me writing my DB's by having a "my support" section and a "my response" section. If possible I would like for all my items to be reviewed by another set of eyes if possible to ensure that I receive the correct grade for this class.

Business Response: Grand Canyon University (“GCU”) is in receipt of Ms. ******* ******** complaint and we value the opportunity to respond.  The issue has been reviewed by ***** ****, the Executive Director of Student Services in the College of Doctoral Studies and based on that review, GCU has determined that Ms. ******** complaint requires further action.  This determination is based on the following information:

A thorough investigation of the classroom uncovered slight feedback delays for the Week 4, 5, and 6 modules, but questions presented in the individual forum were responded to within the 24 hours. Several questions to the instructor were presented during the published University holiday break, and the professor was not required to respond during this timeframe.  After this matter was fully researched, the professor was counseled on the required turnaround time for module feedback. However, GCU can find no evidence of instructor retaliation in the classroom after the issue was reported.  The appropriate coaching actions for this portion of the complaint were completed at the time the initial issue arose. 

Regarding the discussion questions presented during week 8, these questions will not be re-evaluated as the responses did not address the questions fully, nor were they presented in an acceptable academic format.  The initial grade appeal submitted by Ms. ****** was denied for these reasons.

Nonetheless, GCU is happy to offer several options to allow Ms. ****** to move forward in her program and bring this matter to closure.  First, Ms. ****** is welcome to submit a new grade appeal with additional documentation to have her grade re-evaluated.  In addition, GCU has approved a credit for the amount of tuition for Ms. ****** to retake the course if this is her preference. This will allow Ms. ****** to retake the course and GCU will cover the tuition costs of the repeat. 

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,
***** ****
Executive Director, Student Services
College of Doctoral Studies
Grand Canyon University

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 if GCU will take care of all academic fees for this course. I spoke with my advisor and she stated that I would have to pay $100 or more for the re-take. I will also submit another grade appeal. If it is not approved I would like to make sure that all fees will be taken care of, which means I have no out of pocket cost in this matter.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,
******* ******

3/26/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I recently tried to drop out of my college courses at Grand Canyon University. The schools around where I live in Missouri do not charge for dropping out the first day even though you posted anything on your class wall. I feel that I have been treated unfairly because they are trying to charge me for tuition and books. I was only in the class one day. I don't have the ability to pay what they are asking me to pay I signed up through *****.

Desired Settlement: I don't want to be charged for being in class one day and I would also like an apology. This makes me not ever want to go to school again because of what happened.

Business Response: Grand Canyon University (“GCU”) is in receipt of Ms. ****** *******’ 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. *******’ complaint requires further action. This determination is based on the following information:

On March 4, 2015 Ms. ******* signed an enrollment agreement with GCU which outlined the tuition refund policy for the State of Missouri. Therefore, per GCU policy Ms. ******* is responsible for the pro rata refund based on the number of course days she attended.   However, as GCU always likes to serve the best interest of its students, we will waive Ms. *******’ account 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,
*** ********
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 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.

Which they already did resolve my complaint. Thanks for you help 

Regards,
****** *******

3/24/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: My problem is that I was manipulated and pressured to sign up for classes at GCU, During the process I was mislead and misinformed about the financial aid that I would receive, I constantly asked for the appropriate information and was given false and misleading information. I canceled the classes due to the deceptions and am now being billed a thousand dollars. To this date I still have been denied the information that I have been asking GCU to give me. I feel that the company did everything that it could to get me far enough into the process so that I would have a financial obligation while misleading and lying about the financial aid process.

Desired Settlement: I would like to have the charges removed from my account.

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 Regional Director of Operations, *** ******, and based on that review GCU has determined that Ms. ******* complaint was appropriately resolved. This determination is based on the following information:

A thorough review of Ms. ******* account was conducted and GCU could not find any evidence of Ms. ***** being “manipulated” or “pressured” into signing up for classes with GCU. On the contrary, the process occurred over a 6-week timeframe in which Ms. ***** expressed her eagerness to start courses as soon as possible.  A summary of communication exchanged between Ms. ***** and her Enrollment Counselor, ***** *******, and Student Services Advisor, ****** ******, is provided as follows:

07/28/2014 - Initial conversation between Enrollment Counselor ***** ******* and Ms. ***** took place and Ms. ***** stated she was eager to start school as soon as possible. Ms. ******* described the admissions process and completed the Net Price Calculator (This is a breakdown of all tuition charges and fees throughout the student’s program) and emailed it to Ms. *****.

07/28/2014 – An Enrollment Application was filled out by Ms. ***** and she chose 8/25/2014 for her start date.

7/30/2014 – Ms. ******* spoke to Ms. ***** about alternative credit options and explained the ***** process.

8/8/2014 – Ms. ******* spoke with Ms. ***** about required verification documents and sent Ms. ***** the appropriate forms.

08/22/2014 – Ms. ******* sent an email to Ms. ***** requesting that she submit her HS diploma to GCU for review.

09/02/2014 – Ms. ******* start date was postponed as verification had yet to be completed.

09/08/2014 – Ms. ******* start date was postponed again since verification was still incomplete. Ms. ******* scheduled a “Walk to Class” with Ms. ***** to explore the online classroom. 

09/09/2014 – Ms. ***** was cleared by Ms. ****** to start classes.

9/12/2014 – A Walk to Class was completed with Ms. ***** by Ms. ******* and Ms. ******* also assisted with setting up a Welcome Call between Ms. ***** and Ms. ******.

09/12/2014 – Ms. ***** received a Welcome Call from Ms. ******. A Welcome Call is provided to all students prior to the start of their course and important policies and procedures are addressed during this call with the student to include GCU’s participation and academic expectations as well as financial policies and procedures, including but not limited to the tuition refund policy.  

09/15/2014 – Ms. ***** started class.

09/16/2014 – Ms. ***** expressed concerns to Ms. ******* about her decision to go to school. Ms. ***** also stated that she did not feel confident about her decision to be in school.

09/16/2014 – Ms. ******* followed up with Ms. ***** and explained all of the options and financial responsibilities associated with dropping a course to her.

9/19/2014 – Ms. ***** called in to withdraw from school. Ms. ******* transferred the call to Student Services Advisor, ******* *******, for processing.

09/19/2014 – Student Services Advisor ******* ******* spoke with Ms. ***** regarding GCU’s refund policy and the financial ramifications of a drop. Ms. ***** acknowledged that she understood her financial obligation and requested to proceed with the drop. At this time, Ms. ***** also requested to be billed for the amount due.

GCU takes pride in the transparency of its enrollment processes. At no time was Ms. ***** presented with false information regarding transfer credits, cost of tuition and fees, refund policies, or financial aid processes.  As well, as stated above, GCU provides all incoming students with a Welcome Call in which important policies and procedures are addressed. Ms. ******* Welcome Call was conducted on 09/12/2014 at 08:32AM; three days prior to her start date.  During this phone call, Ms. ***** was informed of GCU’s participation and academic expectations as well as financial policies and procedures, including but not limited to the tuition refund policy. GCU’s tuition refund policy states the following:

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

In addition to this policy being thoroughly reviewed with Ms. ***** via telephone, the refund policy was also detailed on the Enrollment Agreement she signed on July 28, 2014. This enrollment agreement explained the student’s financial obligation once posting into classwhich is as follows:

I am in agreement with the charges as indicated here and elsewhere in University publications and understand that my tuition, applicable fees, and other charges assessed in accordance with Grand Canyon University's published financial policies are my responsibility and due upon enrollment. I accept responsibility for any balance unpaid by Financial Aid, Direct Bill agreement, or resulting from a returned check or credit card. A $25.00 fee will be charged for all returned checks. I understand that I am liable for all charges incurred after the date of this agreement. Failure to pay debt as agreed may result in withdrawal from Grand Canyon University. If it becomes necessary to enforce payment of this account, attorney's fees, court costs, and collection agency fees may be added to the amount owed.

Finally, by signing her Enrollment Agreement, Ms. ***** also acknowledged that she had access to the University’s Policy Handbook which also contains GCU’s course tuition refund policy.

Further to the above information, on multiple occasions, Ms. ******* f***cé has tried calling GCU to ask questions regarding Ms. ******* account. However, due to the ****** ********* ****** ******* *** (*****) laws, a third party cannot access a student’s account unless the student has completed a ***** release form.  As well, as part of the process for approving a third party information release form, the student must contact GCU’s Office of Academic Records via telephone to confirm that they have authorized the third party release.  At one time, Ms. ***** had submitted a request to grant access to her f***cé to access her account however she never followed through on the confirmation portion of the request and therefore the request was denied. To date, Ms. ******* f***cé continues to call GCU requesting to discuss account information and we have had to politely refuse to disclose information as this would be in violation of ***** regulations.

To conclude, GCU cannot substantiate Ms. ******* claim that she was in any way pressured or manipulated into starting classes with GCU. Ms. ***** was provided with clear and concise information regarding GCU’s policies and procedures including our refund policy. Despite being advised of the financial ramifications that would result in dropping her course after incurring financial responsibility, Ms. ***** elected to complete her withdrawal request. Therefore, GCU is not willing to waive Ms. ******* charges and the account balance is due immediately and in-full.

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,

*** ******, MBA
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.


There was no resolution that was offered,  The litany of emails only showed that their have been many emails sent and received.  I agree that many emails have been traded.  I have dozens where I am asking to receive information that I am still waiting on.  I believe that if someone could review the multitude of phone calls a pattern of deception and obfuscation would be seen.  To help in resolving my issues I am once again requesting physical copies of every single financial aid document that I filled out, and that GCU sent to the Department of Education, what they in turn received, and the Award Letter which has never been made available. I will then match this up with every email the notes from my phone conversations.  I to this date have not received this information which I am entitled to and has been withheld intentionally to extend enrollment to the point that a customer will owe something to GCU. 
Regards,

****** *****

Business Response:

Dear BBB,
Grand Canyon University (GCU) is in receipt of Ms. ****** ******* 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. ******* complaint was appropriately resolved. This determination is based on the following information:

The information requested by Ms. ***** is already available for Ms. ***** online at ****************.  Ms. ******* award letter is also available online on her student portal under “My Financial Aid.”  Nonetheless, GCU will mail physical copies of her financial aid documents to the address on her account including the ***** (Free Application for ******* ******* ***), the MPN (Master Promissory Note), EI (Entrance Interview), and the award letter. 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,

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

3/24/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Below is the review I posted to the BBB site in regards to GCU's online RN-BSN program. I have since been trying to reach a resolution with GCU and have spoken with multiple people. Today I was sent final correspondence from an individual stating that they reviewed all of my information and that I still owe $744. I felt pressured into enrolling quickly into the program without fully being made aware of the weekly requirements of the classes and no explanation was given on how to go about dropping a course. On the first day of the online course I knew it wasn't going to be doable with my work schedule, but I was told I had to post in the online classroom so that the instructor would know that I'm in the course. I felt pressured into doing so as my whole goal was to start continuing my education to obtain my BSN. I only posted a "Bio" about myself in the classroom, as instructed by my enrollment counselor. I did not complete or download any assignments, etc...I then began to research on how to drop the course and could not find any information other than to contact my Enrollment Counselor. I am located in California which is in a different time zone than Arizona. Their Enrollment Counselors are only available for a short period each day. This put me into the following day to try and contact them to drop the course. The counselor still tried to persuade me into staying in the course for another week. I then was quick to respond about the fact that they would then charge me the full cost of the course. She then said I had to drop out of the program all together as there was no other way to drop the course. I have been to a few different colleges and have never had any money due if the course was dropped within the first week or 2 weeks of the course start date. And when a course was dropped the first week at these other institutions all Financial Aid was returned, nothing was posted to my official school transcript, and no money was due for the course. My complaint with GCU is extensive. After dropping the online course after 1 day, GCU did the following: a bill was generated for 25% of the total cost of the course ($365) and a Learning Management Service Fee ($400), for a total of $765. This amount is due when no services were rendered. They also applied $21 from my ******* **** ***** which can not be applied unless I am a full-time continuing student in their program. Also, they are putting a "W" on my official transcript which shouldn't happen until being in a course for a longer period of time. Reference the review below as it explains what happened. I was not told about the $400 fee that would be assessed to my bill even after dropping the course I was enrolled in. The enrollment counselors were very vague about the weekly online course requirements/demands, vague about costs, gave me no information how to go about dropping a course as to avoid these fees they deem are valid, and are assessing ******* monies to my bill that shouldn't be applied. A resolution has not been reached and I refuse to make payment when the fees in question are not valid. BBB Review: I would recommend doing a great amount of research before going to this school. My suggestion is to go elsewhere. My review is in regards to the online programs offered by GCU. First, I definitely felt pressure tactics from my enrollment counselor. They were very vague about the exact weekly requirements of the online courses, making it seem so easy to do while working. Also, they were very vague about the hidden costs and what actually happens if you drop a course ONE day after starting. I was signed up for my first class on a Wednesday and had a phone appointment on Saturday to go over more information about online learning and more of the requirements. The Saturday phone appointment left me feeling worried about the time commitment required each week by the online courses. I began to feel it wasn't going to be doable with my work schedule. I was told I had to post a "bio" of myself to the online course (located on *********) the first day or the instructor would assume I wasn't in the class. Feeling pressured I went ahead and did that while still exploring the site for more information in regards to the time commitment. By the end of Monday evening I decided I was going to drop the course and reassess my plan to continue my education. I live in California and the time difference posed a problem in dropping the course. They essentially make you talk with your enrollment counselor prior to dropping the course as there is no way to do so online (unless you drop out of the school). So this put me into the next business day (Tuesday). On Tuesday, I was shuffled around by my GCU enrollment counselor trying to get me to stay in the course. She stated something about holding out until the 2nd week of the course. At that point I said if I hold out until the 2nd week I know I will be charged the full amount of the course if I drop it. When I stated this they said the best course of action would be to drop out of the program. They don't allow you to just drop the course, you have to completely drop out of the program/college all together. Once I did that on Tuesday a bill was generated 2 days later. As of right now I am contacting the ******** ******* of my state and contacting the Department of Education. After dropping the online course ONE day after the start date I was charged for 25% of the total class fee (close to $400) and on top of that they randomly charged a $400 set up fee in which I was never told about. Also, they are putting a "W" on my official transcript, which doesn't sound like an appropriate policy to be in place. For being in an online course for ONE day I now owe the school close to $800! I am a student who had to apply for financial aid to continue my education. I do not have the money to pay for this bill that I don't feel is appropriate. I feel completely taken advantage of. I have never been taken advantage of by an educational institution before. If I could give ZERO stars I would. I now have to come up with this money or risk being sent to collections and having my credit ruined. What an absolute nightmare. Please refer to the Better Business Bureau for more complaints on this school. I have also been contacting everyone I can at GCU to help find a resolution. At this point a resolution has not been made.

Desired Settlement: A billing adjustment needs to be done so that zero money is owed because no services were rendered. The ******* **** ***** funds that were applied to the bill need to be returned to the Government. The "W" needs to be removed from my official transcript.

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 Regional Director of Operations, *** ******. Based on that review, GCU has determined that Ms. ********** complaint was appropriately resolved. This determination is based on the following information:

On November 5, 2014, prior to Ms. ********** enrollment, she was sent a GCU Net Price Calculator via email by her enrollment counselor. The Net Price Calculator provided Ms. ******** a breakdown of all charges in her program including tuition, Canyon Connect fees, and LMS (Learning Management Service) fee of $400.

Upon review of phone calls exchanged between Ms. ******** and ****** ******, Student Services Advisor, it was determined that Ms. ******** was indeed correctly advised of GCU’s tuition refund policy which states that for a student to receive a 100% tuition refund, the drop must occur “before” week 1. Drops occurring “during” week 1 receive a 75% tuition refund. However, this refund does not include fees such as Canyon Connect and Learning Management.

In addition to the above information, GCU provides all incoming students with a Welcome Call in which important policies and procedures are addressed. Ms. ********** Welcome Call was conducted on December 12, 2014 at 10:45AM; three days prior to her start date.  During this phone call, Ms. ******** was informed of GCU’s participation and academic expectations as well as financial policies and procedures, including but not limited to the tuition refund policy which is as follows.


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


Along with the refund policy being thoroughly reviewed with Ms. ******** via telephone, the refund policy was also detailed on the enrollment agreement she signed on November 13, 2014. This enrollment agreement explained Ms. ********** financial obligation once posting into class.  See below:


I am in agreement with the charges as indicated here and elsewhere in University publications and understand that my tuition, applicable fees, and other charges assessed in accordance with Grand Canyon University's published financial policies are my responsibility and due upon enrollment. I accept responsibility for any balance unpaid by Financial Aid, ****** **** agreement, or resulting from a returned check or credit card. A $25.00 fee will be charged for all returned checks. I understand that I am liable for all charges incurred after the date of this agreement. Failure to pay debt as agreed may result in withdrawal from Grand Canyon University. If it becomes necessary to enforce payment of this account, attorney's fees, court costs, and collection agency fees may be added to the amount owed.


Finally, by signing her enrollment agreement, Ms. ******** also acknowledged that she had access to the University’s Policy Handbook which also contains GCU’s course tuition refund policy.

In regards to Ms. ********** concern of being awarded a W grade, this was also discussed during her Welcome Call.  ****** ****** advised her that any course dropped prior to the last two weeks of class would be awarded a grade of W.  Additionally, this policy is also located in the University’s Policy Handbook. 

After careful review, GCU is unable to substantiate Ms. ********** claim that she was incorrectly advised regarding GCU’s refund policy.  As such, her balance due will stand.

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,


*** ******, MBA 
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.


I did not sign any document stating that I agreed to any of the charges listed in my complaint.  I was never told about the $400 fee that would be assessed to my bill and that it would still remain after dropping the course within one day.  This educational institution is taking advantage of students.  I have since filed a complaint with the ******** ******* of California.  GCU didn't even address the fact that they are using ******* Funds from my **** ***** when I am not a continuing student.  My issues are not resolved.  I tried contacting *** ****** and have not been able to communicate with him via telephone.

Regards,

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

Business Response:

Dear BBB,
Grand Canyon University (GCU) is in receipt of Ms. ******** ********** 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. ********** complaint was appropriately resolved. This determination is based on the following information:

Contrary to her complaint, Ms. ******** did sign a document agreeing to all charges listed on her account. As mentioned in GCU’s original response, Ms. ******** signed an enrollment agreement on November 13, 2014 which clearly outlined her financial obligation, GCU’s refund policy, and GCU’s academic policies.  As well, Ms. ******** was also advised of her financial obligations and GCU’s refund policy via telephone during her Welcome Call which was completed December 12, 2014. In regards to Ms. ********** financial aid question, GCU is in compliance with all Department of Education policies with respect to disbursement of funds. Ms. ******** listed financial aid as her intended method of payment when completing her application and completed all necessary financial aid documents prior to enrollment.  However, since Ms. ******** withdrew from courses so soon, she was only awarded a very small and prorated amount of **** ***** totaling $21.  Should Ms. ******** decide to resolve her outstanding balance with GCU, we would be happy to return the disbursement of $21 to the Department of Education at her request.  Payment of $765 would address all of Ms. ********** charges in the term and allow for GCU to return the **** ***** disbursement.

Lastly, GCU staff is committed to returning all voicemail and email communication promptly. I returned Ms. ********** calls and left her voicemails on both February 2nd and February 17th. Should Ms. ******** wish to speak with a GCU staff member, she can rest assured that all communication will be responded to promptly. 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,
*** ******, MBA 
Regional Director of Operations
Grand Canyon University

3/24/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have never attended Grand Canyon University. I originally received a bill in 2008 alleging that I owed $1419. I immediately contacted the school and they admitted that I did attend their school and removed the charges. Somehow, back in 2014 this collection notice appeared on my credit report saying that it was opened in 2013. This is causing me serious financial hardships! I have explained this the school over and over and again and all they say is that it is under investigation. They are preventing me from being able to obtain a home mortgage and they continue to ignore my request for proof that this bill belongs to me. PLEASE help me. What they are doing is against the law and it is causing me economic hardships.

Desired Settlement: I want this removed off of my credit report IMMEDIATELY and a letter stating that I never attended their school and this bill does not belong to me.

Business Response: Grand Canyon University (“GCU”) is in receipt of Ms. ******* ******* 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. ******* complaint was appropriately resolved. This determination is based on the following information:

Per University records, on February 20, 2008 Ms. ***** completed an application to attend GCU and on March 14, 2008 as part of the application process, GCU’s Office of Academic Records (“OAR”) received Ms. ******* Lindenwood college transcripts.  Upon Ms. ******* enrollment, she  participated in the 2008 Spring2 and Summer2 semesters between March and August 2008.  Additionally, on June 25, 2008 GCU was notified that Ms. ***** changed her GCU program to MBA leadership.  

On June 30, 2008 Ms. ***** was awarded Federal student loans in the amount of $11,305.66 in subsidized loans as well as $11,985.96 in unsubsidized loans.  These loans were applied to Ms. ******* tuition charges here at GCU and the credit that was created in the amount of $7,051.32 was issued in a stipend check to Ms. ***** on July 10, 2008.  On August 25, 2008 Ms. ***** faxed a Loan Clearance letter to GCU that stated “I am no longer enrolled in your school. I originally sent this to you on August 12, 2008 and you sent it to my school saying I was still enrolled.”  On August 20, 2008 GCU then processed a complete withdrawal in response to Ms. ******* letter.  

In addition to the above information, Ms. ***** was enrolled in a total of 4 courses at GCU and she received a grade of WF in three of those courses and an F in the fourth course.  With these non-passing grades on September 4, 2008 GCU was required to return both the Federal Subsidized and Federal Unsubsidized loans that Ms. ***** had not earned to the lender.  As a result, this created a $1,399.96 balance owed to GCU by Ms. ***** for her non-passing grades and for not earning the Federal financial aid.  Ms. ***** could have returned this portion of the $7,051.32 stipend amount that was sent to her to GCU in order to pay her account balance; however she chose to keep this money instead.

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

3/20/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I had a debt with Grand Canyon university that was included in my chapter 7 bankruptcy case. I attempted to get my transcript from GCU and they refused to release my transcript until the debt is paid but this debt was included in my Chapter 7 bankruptcy.

Desired Settlement: Have my transcripts released

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

On March 5, 2015, ****** *****, Student Services Advisor, contacted Ms. ***** and processed her request for her transcripts. Ms. ******* transcripts will be sent to the address provided by her.  In addition, I contacted GCU’s Legal Department to ensure Grand Canyon University was included in Ms. ******* bankruptcy claim.

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 
Military Division 
Grand Canyon University

3/7/2015 Problems with Product/Service | Complaint Details Unavailable
2/23/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: In May of 2011 Grand canyon university tried to charge me 542.00 for unexplained charges and even tried to block my graduation. Th college as trying to charge me 542.00 of money i did not use on a student loan and because they had to send it back they tried to charge the me the exact amount of what i was going to borrow I sent this matter the BBB in May of 2011 and it was resolved and the President of the college ***** ****** herself called me the day of graduation and told me this was resolved and I had a 0.00 balance. During that time, I was even able to get my transcripts and everything, Now I am looking at my records, the college has removed the credit that was granted back in May of 2011 of 542.00 and re-added the amount and has now put this on my credit report. My job is requiring that I have my PH.D and this amount is still on balance, On my bill with the college, it says MONEY RETURNED TO ******* ******* **** 542.00 My question is why am i being charged 542.00 for money i did not accept, and they also put this my student loans that I have to repay. THAT I NEVER RECEIVED! Fraud is a strong word. But when I talk to other students about this they seem to have the same issue with the myterious 500.00 dollar charge. This was cleared up by the President herself, ***** ****** in May of 2011, BBB Please check your records and you will see as well, and now they have redid the charges, will not remove them, no explanation. I am going to turn this in to the ******* ******* **** ******* ****, I have 12 individuals where I work that have this same issue, if there is some sort of fraud, or wrong doing, we can all have our student loans forgiven due to the college taking money from students that take out loan and they are making us pay for it. If you are are charging me 542.00 of money i did not use or need, just because it was awarded to me, why are you charging me the exact same amount of what you returned when I never used it, and the ******* ******* **** ******* ****, says I am paying for it with interest. I also find it interesting that the financial office removed the credit from my bill showing the credit Ms. ***** ****** gave me. Why is this?

Desired Settlement: I want a check for 542.00 since i am paying for it on my student loan, Also they need to remove the amount showing I owe 542.00 from my credit report.

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 Nursing and Health Care Professions Regional Director of Operations ******* ****** and, based on that review; GCU has determined that Ms* ***** complaint was previously resolved.

It appears there may be some confusion on Ms. ******* behalf.  As stated in her above referenced complaint, GCU did resolve a BBB complaint which Ms* ***** filed in 2011 regarding a scholarship that she stated she did not receive.  On May 1, 2011 GCU processed a write-off on Ms. ******* account in the amount of $500.00 for a new start scholarship; thus resolving her 2011 complaint.  

As for the $542 balance referenced in Ms* *****’ recent BBB complaint, in July 2011 GCU’s Office of Financial Aid conducted a review of Ms. ******* account and discovered that she was over awarded financial aid. This occurred as a result of an employee discount which Ms* ***** was eligible for but was not processed on her account until after her financial aid had posted to her account.  As Ms. ******* received both financial aid and an employer discount, the amount of financial aid she received was over the amount she was eligible for.  As a result, GCU was required to either return the overage of her financial aid or return the employer discount which had been applied to her account.  GCU returned the financial aid overage.  Thus, this created a $542 balance on Ms* *****’ account which she is responsible for.

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,

******* ******
Regional Director of Operations 
College of Nursing and Health Care Professions
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 am sorry but this is an out right lie!!!! they never restarted a new scholarship, I was told over and over again this was a student loan payment that I did not accept.  The fact that they wrote it off and restarted another one and I never received...that is crazy,  Ms the ***** ****** is no longer there.  They have told this story over and over again and it continues to change.  Why did they release my diploma and transcripts when I first graduated?  If I had a balance this would not have happens.  Why would they start a new scholarship after I had graduated from their college? 

 

They need to "write this off again" so they call it and release my transcripts.  They should also be informed that I have contacted the ******* **** Student loan organization,  I also spoke with **** the organization here in Phoenix that they were suppose to be giving student scholarship too at that time and the amount was 650.00.  Which I never received, and several other students.  That is one of the reasons that **** moved away from GCU because they were not awarding scholarships or the discounts they were suppose to be given and now the hospitals uses and encourages ***.

It makes no sense and it is a lie.  5 financial aid officer all say,  it is because they had to return a Student loan disbursement.   Which makes no Sense!  I am not paying you and the more jobs that I do not get because you are withholding transcripts I am going to file a lawsuit against,  and I now have 15 OTHER STUDENTS that had the same problem with you for the same exact amount and we are forming a letter and case to take to the attorney generals office, cause we all see that is going to be the only way to fight and stop you from stealing or you need to get your Financial Aide department together.   

Enclosed is the diploma that GCU sent me and I had a 0.00 balance.........I did not reapply or ask for another scholarship, and if I did you should have sent me a check for the money I was awarded.  and if you are telling the truth,  why am I being punished because your financial Aide Department incompetent?  Yes incompetent!  I had nothing but problems with your financial Aide department since day 1. 

I want my transcripts and you need to remove the 542.00 balance.    I had a balance and owed you money,  why did you send me my transcripts and diploma back in 2011?  Makes no sense,  You are upset cause the President of the College herself, at the time told you, you was wrong, and now you are doing something totally wrong.




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

Business Response: Dear BBB,

Grand Canyon University (“GCU”) is in receipt of Ms. ******** ******* rebuttal complaint and we value the opportunity to respond.  The issue has been reviewed by the College of Nursing and Health Care Professions Regional Director of Operations ******* ****** and, based on that review; GCU has determined that Ms* ***** complaint was previously resolved.

In the previous response GCU explained how the balance of $542 was created. In July 2011 GCU’s Office of Financial Aid conducted a review of Ms. ******* account and discovered that she was over awarded financial aid. This occurred as a result of an employee discount which Ms* ***** was eligible for but was not processed on her account until after her financial aid had posted to her account.  As Ms. ******* received both financial aid and an employer discount, the amount of financial aid she received was over the amount she was eligible for.  As a result, GCU was required to either return the overage of her financial aid or return the employer discount which had been applied to her account.  GCU returned the financial aid overage. The return reduced the student loan amount by $542. Thus, this created a $542 balance on Ms* *****’ account which she is responsible for.  Ms. ******* diploma was sent to her on June 22, 2011 and her account was moved to graduated status because the review of her awards had not been processed until after that date on July 21, 2011. 

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,

******* ******
Regional Director of Operations 
College of Nursing and Health Care Professions
Grand Canyon University 

2/23/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I had been taking classes at Grand Canyon for almost 2 years using my VA benefits and working toward a business degree. In December 2010 I was enrolled for a class the week before it stared I contacted a counselor at Grand Canyon and asked them if I could take the class at a later time without being penalized. The counselor said I could and she removed me from the class and signed me up for the same class staring in January. In January i checked in with Grand Canyon about my class and was informed that I owed them $7378 and could not take anymore classes until this debt was paid. I contacted a financial counselor ***** ***** and he said because I withdrew from the class in December I did not fulfill my 12 credit obligation during the semester so my financial aid was returned and I needed to pay the $7378 before I could take anymore classes. I explained to ***** that I had asked before I withdrew if there would be a penalty and was told no, and was enrolled for the next session of the class by someone at Grand Canyon. He just said it was my fault and I would have to pay. Ridiculous if I had been told at the time I was rescheduling the class that I would incur a $7378 debt and would be unable to finish my degree until it was paid I would not have withdrawn, I would have found a way to make it work. So not only did I not get my degree ( I only had I think 3 classes to finish) Grand Canyon in now trying to collect $7378 from me. I believe this is their mistake yet they have put it on my credit report so I cannot finish my degree, buy a house or continue with my life plans because of their mistake. Grand Canyon counselors would not even try to work to lower the amount or to admit any blame in the debt all they wanted was for me to pay $300 a month until the debt was paid and they would not claim any fault. Once again if someone had said to me your are going to owe us over $7000 if you withdraw from this class I would have simply taken the class. ****

Desired Settlement: I would like Grand Canyon to "solider up" and admit that this was their mistake for not properly training their representatives and eliminate this 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 the Military Division 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: Upon review of Ms. ******’s educational records, her balance of $7,103 is due to her failing four courses and having her financial aid returned to the lender for failure to complete the academic aid year.  I spoke with Ms. ****** on February 9, 2015 and discussed the failed grades and balance.  Ms. ****** was not aware that she had failed four courses and that the balance was a result of the failed grades and lack of completing her federal aid requirements.  Ms. ****** was under the assumption that the balance was from future courses that she never completed but was charged for.  However all the future scheduled courses were dropped appropriately and no financial balance was associated with those courses.  Ms. ****** said she now understood her balance and was apologetic for not resolving it sooner.  She was appreciative for GCU taking the time to explain her situation and putting her in the right direction to resolve her balance with the collection agency.  She now plans to pay off her balance and return to GCU to complete her remaining coursework and graduate. In addition to the above information, GCU agreed to send Ms. ****** the contact information for the collection agency so that she could resolve the balance, and she stated that she would be contact the University at a later time to complete her program.  Ms. ****** was pleased with the result, and mentioned that she would log back onto the BBB website and update her claim as resolved.  No further action is required at this time. 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.  

2/13/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I enrolled in Grand Canyon in 2012. After enrolling for an online class, I had computer issues and withdrew from the class. I was still charged for the class, and it was sent to collections.

Desired Settlement: I want the university to to investigate and remove the false information from my credit report.

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 Southeast Division Associate Vice President, ***** ******* and, based on that review; GCU has determined that Ms. ******* complaint was appropriately resolved.  This determination is based on the following information:

Ms. ***** enrolled into the Masters of Arts in Teaching with an emphasis in Teacher Leadership program beginning on July 19, 2012.  She attended her first course, *** *** (Classroom Engagement and Management) from July 19, 2012 to August 2, 2012.  She attended and earned points for the first 3 weeks of her 8 week course.  See Attached.  Per GCU’s drop/refund policy, students who drop after the 1st week of class are not permitted a refund and are 100% responsible for the cost of the course.  Below reflects the GCU’s 2012 Drop/Refund Schedule.  Ms. ***** also acknowledged the drop/refund policy by signing her GCU Enrollment Agreement.  See Attached.  Based upon this information, Ms. ***** is responsible for the cost of the course.

Nontraditional Students 
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

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 SE 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. 

I only attended class the first week, after reviewing the documents, it's evident I did not attend class after the first week, instead of dropping me from the course, they added 5 bogus points in week three and charged me full price for the couse. They still took fin. Aid for this class, and turned around and chargedme. I will be getting a lawyer to review the documents and advise me on next steps.

Regards,

****** *****

1/27/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Was enrolled in two classes. First class, ebook would not work. I notified counselors they said my fault and failed me and charged me. To prevent future problems went out and bought new computer. Notified counselors on first day of second class books would not work. Website said incorrect link. Had computer tech come out and he said it was websites fault. Contacted counselors no return call. They failed me and charged me for class. Then unenrolled me and sent me email that account was going to go to collections. Contacted counselors through email to ask why they said they sent an appeal form. I told them no such form was ever received to which they said they sent it thank you. I am now being charged for classes I could not take because supplies to complete the classes, that I paid for, we're never provided. Whenever I contacted professors to explain dilemma they would reply to contact counselors who never call you back or answer their phone.

Desired Settlement: Total amount for two previous classes plus fees and removal if failing grades.

Business Response: Dear BBB,

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

*** ********* had taken and completed 6 previous courses with GCU with the same technology and had no previous issues.  *** *********** 7th course is where he stated he had issues with the E-Book.  However, *** ********* did not notify his counselors until October 22, 2014 of his E-Book issues which was during the 6th week of a 7 week course. Therefore, *** ********* was informed that it was past the time that a student would be able to drop and still be eligible for any type of refund period and that he should contact Student Technical Support for assistance with accessing his E-Book.  When this call took place *** ********* was already receiving a failing grade.  He advised that he had never been able to get into his E-Book.  However, GCU can find no records indicating that *** ********* had ever contacted GCU’s Technical Support Department regarding any issues.  The Technical Support Department verified that between September 15, 2014, the date of the start of *** *********** 7th course; through January 5, 2015 they were unable to locate any requests for assistance by ***  *********.  Given the opportunity GCU’s Technical Support Department can usually resolve these types of issues.  

*** ********* started his next course on November 17, 2014.  His Student Service Advisor (SSA) and Enrollment Counselor (EC) both attempted to contact him within the first two days of the course to verify that he was able to get access to the E-Book. Attempts were made by both Email and telephone.  Voicemails were also left for him.  However, *** ********* did not respond.  On November 25, 2014; the second week of his course; *** *********** SSA called him as GCU had been alerted that he was not participating adequately in his current course.  During this call, *** ********* informed his SSA that he did not have access to his E-Book.  *** *********** SSA told him to contact GCU’s Student Technical Support Department and even suggested that they both call them at that moment together.  *** ********* said that he was not near his computer so he was instructed to contact Student Technical Support at his earliest convenience.  *** ********* was eventually withdrawn from the 2nd course, due to lack of participation, giving him a W for Withdrawal.

*** *********** account is not currently in collections.  He still has the opportunity to resolve his balance with GCU before his account does get sent to collections.  GCU has made several attempts to resolve this balance with him by calling and/or emailing him. As part of giving every student the opportunity to not only resolve their balance, but continue on to graduation, GCU attempts to call and email each student numerous times. 

In addition to the above information, GCU is willing to provide *** ********* with a scholarship in the amount of $1,860 to retake one of the two above mentioned courses, minus the cost of the E-Book.  GCU is also willing to write off $1,000 of his $2,855 account balance.  We will continue to attempt to reach out to *** ********* regarding this offer.  As well, *** ********* can contact SSA ***** ******* at ************** **** ******** to take advantage of this offer and to set up payment arrangements on his remaining account balance. 

In regards to *** *********** appeal, per University records, he did request an appeal form from his EC and on November 11, 2014 his SSA emailed him the appeal form and advised him of the timeline to appeal the course.  Per University records, *** *********** SSA did not receive the completed appeal form back.  The email address which this appeal form was sent to is the same email address on *** *********** account that was provided by him and that is confirmed by him to verify who he is when he calls in to GCU or when GCU calls out to him.    

As stated above, GCU’s Student Technical department given the opportunity should be able to resolve these types of issues. As well, it was *** *********** responsibility to communicate and reach out to the Student Technical Support Department regarding any technical issues he may have had.  He should have contacted the Student Technical department right away.  Students are given various ways to contact them and are advised of this in each course, through the portal, the GCU website and the University Policy Handbook.

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 

Business Response: Dear BBB,

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

*** ********* had taken and completed 6 previous courses with GCU with the same technology and had no previous issues.  *** *********** 7th course is where he stated he had issues with the E-Book.  However, *** ********* did not notify his counselors until October 22, 2014 of his E-Book issues which was during the 6th week of a 7 week course. Therefore, *** ********* was informed that it was past the time that a student would be able to drop and still be eligible for any type of refund period and that he should contact Student Technical Support for assistance with accessing his E-Book.  When this call took place *** ********* was already receiving a failing grade.  He advised that he had never been able to get into his E-Book.  However, GCU can find no records indicating that *** ********* had ever contacted GCU’s Technical Support Department regarding any issues.  The Technical Support Department verified that between September 15, 2014, the date of the start of *** *********** 7th course; through January 5, 2015 they were unable to locate any requests for assistance by ***  *********.  Given the opportunity GCU’s Technical Support Department can usually resolve these types of issues.  

*** ********* started his next course on November 17, 2014.  His Student Service Advisor (SSA) and Enrollment Counselor (EC) both attempted to contact him within the first two days of the course to verify that he was able to get access to the E-Book. Attempts were made by both Email and telephone.  Voicemails were also left for him.  However, *** ********* did not respond.  On November 25, 2014; the second week of his course; *** *********** SSA called him as GCU had been alerted that he was not participating adequately in his current course.  During this call, *** ********* informed his SSA that he did not have access to his E-Book.  *** *********** SSA told him to contact GCU’s Student Technical Support Department and even suggested that they both call them at that moment together.  *** ********* said that he was not near his computer so he was instructed to contact Student Technical Support at his earliest convenience.  *** ********* was eventually withdrawn from the 2nd course, due to lack of participation, giving him a W for Withdrawal.

*** *********** account is not currently in collections.  He still has the opportunity to resolve his balance with GCU before his account does get sent to collections.  GCU has made several attempts to resolve this balance with him by calling and/or emailing him. As part of giving every student the opportunity to not only resolve their balance, but continue on to graduation, GCU attempts to call and email each student numerous times. 

In addition to the above information, GCU is willing to provide *** ********* with a scholarship in the amount of $1,860 to retake one of the two above mentioned courses, minus the cost of the E-Book.  GCU is also willing to write off $1,000 of his $2,855 account balance.  We will continue to attempt to reach out to *** ********* regarding this offer.  As well, *** ********* can contact SSA ***** ******* at ************** **** ******** to take advantage of this offer and to set up payment arrangements on his remaining account balance. 

In regards to *** *********** appeal, per University records, he did request an appeal form from his EC and on November 11, 2014 his SSA emailed him the appeal form and advised him of the timeline to appeal the course.  Per University records, *** *********** SSA did not receive the completed appeal form back.  The email address which this appeal form was sent to is the same email address on *** *********** account that was provided by him and that is confirmed by him to verify who he is when he calls in to GCU or when GCU calls out to him.    

As stated above, GCU’s Student Technical department given the opportunity should be able to resolve these types of issues. As well, it was *** *********** responsibility to communicate and reach out to the Student Technical Support Department regarding any technical issues he may have had.  He should have contacted the Student Technical department right away.  Students are given various ways to contact them and are advised of this in each course, through the portal, the GCU website and the University Policy Handbook.

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 

1/25/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I had filed a complaint against Grand Canyon in November 2014 regarding a bill for an online book that I had no access during my class, I spoke with representative from the school AFTER I filed the complaint (no one would return my phone calls before) and he stated he could see that I did attempt to contact the school regarding access and he would waive the fee. In his response to my complaint, he writes that the fee would be waived if I returned to the school. I never agreed to that. I did state that in the future if I did return to the school I would be responsible for book fees for all future classes. I was never able to respond to his response because the BBB closed the complaint. SInce then I have received e-mails stating if I do not return to the school with in 6 months I could lose the classes I have taken- I don't understand how you can lose a credit you have paid for- I can only assume that this pressuring me to return to class. Today (01/07/15) I received an email that my account was going into collection (have never received any bill, either paper or email) when I called I was told that I agreed I would return to classes at grand canyon- I replied that I never agreed.

Desired Settlement: to waive the fee that never should have been charged for a service that was never delivered. I would like a statement that I do not owe anything to grand canyon, as they have proven they can not be trusted.

Business Response:

See Attached.

1/24/2015 Advertising/Sales Issues | Complaint Details Unavailable
1/7/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I am a current student at Grand Canyon University. My issue is in regards to housing for spring semester 2015. I am currently in student housing at an off campus location. Per GCU policy and deadlines, I notified my advisor that I would not be needing student housing for the spring semester 2015, as I was just recently married. I expected that when my ****** *** student loan funds were disbursed for next semester, housing would not have to be included. My student advisor informed me that I would HAVE to pay for student housing next semester even though I do not plan on living in any GCU associated housing. The problem with this, is that on the withdraw website, it clearly states that I should be reimbursed accordingly. I am not being reimbursed, even though it says I should be, since I gave ample notice.

Desired Settlement: Not required to pay for housing that I do not need or want!

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 *********** ****** ********** Regional Director of Operations, ***** ****** and, based on that review; GCU has determined that Ms. ********** complaint was appropriately resolved.


It is Ms. ********** contention that she recently requested to drop her housing for the Spring 2015 semester at her ********* ***** student housing location due to her recent marriage and that she did not discover until after doing so that the ********* ***** housing location is charged on an academic year (Fall & Spring) rather than a term basis.  On October 16, 2014 Ms. ******** completed a withdraw form and acknowledged that she had read and understood GCU’s Housing Reimbursement Policy.  See Attached.  Per GCU’s housing policy this was well past the July 1, 2014 deadline to receive 100% reimbursement of rent charges.  In addition, ********* ***** residents are charged by the academic year and will be reimbursed accordingly.   
 
In addition to the above information, GCU provides students ample housing notifications regarding deadlines, timelines, and information around reimbursements. GCU Housing policies to include the policy for ********* ***** housing is located in the GCU Housing Application and the Student Policy Handbook.  As well, supporting emails are provided to students prior to cancelation deadlines.  See Attached 


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,


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

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 *********** ****** ********** Regional Director of Operations, ***** ****** and, based on that review; GCU has determined that Ms. ********** complaint was appropriately resolved.


It is Ms. ********** contention that she recently requested to drop her housing for the Spring 2015 semester at her ********* ***** student housing location due to her recent marriage and that she did not discover until after doing so that the ********* ***** housing location is charged on an academic year (Fall & Spring) rather than a term basis.  On October 16, 2014 Ms. ******** completed a withdraw form and acknowledged that she had read and understood GCU’s Housing Reimbursement Policy.  See Attached.  Per GCU’s housing policy this was well past the July 1, 2014 deadline to receive 100% reimbursement of rent charges.  In addition, ********* ***** residents are charged by the academic year and will be reimbursed accordingly.   
 
In addition to the above information, GCU provides students ample housing notifications regarding deadlines, timelines, and information around reimbursements. GCU Housing policies to include the policy for ********* ***** housing is located in the GCU Housing Application and the Student Policy Handbook.  As well, supporting emails are provided to students prior to cancelation deadlines.  See Attached 


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,


***** ******
Traditional Campus Operations
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.



I am not satisfied with the GCU response.  In the pdf that was provided in the GCU response they highlighted
that: ********* ***** Cancellations (residents are responsible for academic year charges;August-April):   

But the document does not explicitly state that a student cannot be reimbursed for the Spring 2015 semester.

Also, it is my understanding that if I were to withdrawal from the institution I would not be responsible for the spring semester housing
charges.  But since I want to continue as a student at GCU I am responsible for the spring housing charge.  This does not make sense.

I do not think it is right for GCU to use my spring student loan money to pay  for housing that I am not utilizing. 

Regards,

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

1/6/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I was attending Grand Canyon University back in 2011. I was advised l had a balance due and was not able to enroll for upcoming classes. Around June/July of 2011 I found out that my balance was $5,266.00. When I asked what the balance was for I was told some funds had overlapped. I had been in contact with them off and on over the years with no solid explanation as to what happened. I contacted them again back in May 2014 and still all I'm being told is that funds overlapped and I'm responsible for the entire bill. For 4 months I contacted the Student Services department to no avail. I placed many calls to my Student Services Advisor (***** *****) and the manager of Student Services (***** ******). I left numerous messages and sent emails as well and it took weeks before I got a response, if I hot a response at all. Finally, in late September 2014 after my many attempts to contact him, I get a call from the Student Services Manager. He wanted to apologize for not being able to return my calls, messages, etc. He said he was going to pit my issue as a priority on his list and he would contact me giving me weekly updates on his review. That didn't happen so I called, again. Few weeks later he calls to let me know that there was nothing that they could do and So I'm stuck with a bill that could have been avoided. I just wanted to know what could be done with this balance in order for me to complete my degree. It appears that a mistake was made during advisement with the Admissions Counselor to where she did not catch that there was a possibility of funds overlapping. No one will own up to the mistake and now I'm faced with a balance of $5,266.00. Had I known funds would overlap there's no way I would have continued taking classes to end up with a bill like this. I have no idea what the balance is for and all I've been told is funds overlapped. I do not feel I should be held responsible for this oversight on their part. They have not been willing to thoroughly investigate or review what occurred. I tried contacting the President, ***** ****** to discuss the slackness of the Student Services department and also to determine how or what happened but was given a bogus email address to an assistant. I've sent 3 emails to her and I got no response. This issue needs to be thoroughly investigated and the balance due should be removed since this was not my fault.

Desired Settlement: I do not feel responsible for this oversight on their part and should not be held responsible.

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 Business Division Regional Director of Operations, ******* *** and, based on that review, GCU has determined that Ms. ******** ******* complaint was appropriately resolved This determination is based on the following information:

Ms. ***** originally started attending Grand Canyon University on May 4, 2009. She attended until April 25, 2011 at which time she dropped out of attendance with Grand Canyon University. Ms. ***** then decided to return to Grand Canyon University on February 14, 2012 which was approximately 9 months after dropping out of attendance.  During that 9 month break Ms. ***** attended another school and received Financial Aid from that school. When Ms. ***** retured to Grand Caynon University on February 14, 2012 she did not disclose to GCU that she had received Financial Aid from a different university.  When GCU checked her 2010/2011 ***** to clear her for the February 14, 2012 start date which would be the 2011/2012 financial aid year, there was no loan showing dispursed by another university. Therefore, GCU awarded Ms. ***** financial aid based on her not using any Finacial Aid for that year with any other university. GCU brought in the full amount of Financial Aid for Ms. *****’s 2011/2012 financial aid year and issued Ms. ***** stippened checks on March 22, 2012 in the amount of $3510.90, on September 6, 2012 in the amount of $485.50 and on September 16, 2012 in the amount of $2784.45 which totaled $6,780.85. After Ms. ***** started attending classes GCU was then made aware that she atteneded another university and used funding from her 2010/2011 ***** for the 2011/2012 aid year which caused an over lapping loan issue.  As a result, GCU was required to return Financial Aid due to this overlap in the amount of $7,277.  In-turn this created a balance on Ms. *****’s GCU account in the amount of $5,266.00.  A detailed account break down is attached. 

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 

 

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.

GCU has provided a response with inconsistencies which further leads me to believe that they are completely responsible for this negative account balance and they need to rectify the issue imeediately.

According the response received from Grand Canyon University, “Ms. ***** originally started attending Grand Canyon University on May 4, 2009. She attended until April 25, 2011 at which time she dropped out of attendance with Grand Canyon University.” This is incorrect as I was in attendance at GCU for the entire year of 2011. GCU also provided a copy of my account breakdown where it proves that I was in actively attending during the time they are saying that I dropped. 

Start Date Course Grade Weeks Earned Credits Earned
2/14/11 ECN-220    B                7                         4
4/4/11 MAT-134    C        7   4
5/23/11 ECN-360    C        8   4
8/1/11 MGT-455    F        8   0
10/31/11 FIN-350    C        8   4
1/30/12 MGT-455    C        8   4

So from 2/14/11 through the end of 2011 I was actively attending GCU. There were breaks received due to holidays and after the end of the MGT-455 class I didn’t start back until 10/31/11 due to a surgery that I had on 10/7/11. My counselor at the time, Candace Albert, was advised and aware that I would be out after that class ended. So how is it that GCU can state that I dropped attendance on 4/25/11 but provides proof in my account breakdown that I was actively attending?

GCU goes on to state that “Ms. ***** then decided to return to Grand Canyon University on February 14, 2012 which was approximately 9 months after dropping out of attendance. During that 9 month break Ms. ***** attended another school and received Financial Aid from that school. When Ms. ***** retured to Grand Caynon University on February 14, 2012 she did not disclose to GCU that she had received Financial Aid from a different university.” The above account breakdown that was provided by GCU proves that this is not true. As of 2/14/12 I was still actively enrolled in MGT-455 which started on 1/30/12. 

In reference to my attendance at other Universities, here is a breakdown:

******* ********** 
6/24/2008 through 4/13/2009

As already confirmed, I started GCU 5/4/2009 taking my last class which started on 3/1/2010. 

******** *******
Summer/Fall 6/2010 – 9/2010

Grand Canyon University 
2/14/2011 – 2/2012

Upon my return to GCU, I was advised that the curriculum had changed and that I had already taken a class that would gave me credit for the class taken at ******** *******. GCU states that I didn’t disclose to them that I had received financial aid from another university. I did advise my counselor, ******* ****** at the time I returned to GCU. GCU’s response states, “When GCU checked her 2010/2011 ***** to clear her for the February 14, 2012 start date which would be the 2011/2012 financial aid year, there was no loan showing dispursed by another university. Therefore, GCU awarded Ms. ***** financial aid based on her not using any Finacial Aid for that year with any other university.” 

It appears that GCU made a huge mistake somewhere, resulting with me having a negative account balance of $5,266.00. With all of the inconsistencies in their statement it leads me to further believe that this is not my fault and Grand Canyon University needs to rectify this issue immediately. I have been sent to collections which has affected my credit in a horrible way. The information provided by GCU does not bring this matter to a satisfactory conclusion.

 

Regards,

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

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

GCU’s initial response to Ms. *****’s complaint should have stated that Ms. ***** attended GCU from April 25, 2010 (rather than 2011) through March 25, 2012.  GCU recognizes that Ms. ***** attended during this time frame; other than the breaks mentioned in GCU’s first response.  The year “2011” was simply a typo and GCU apologizes for any confusion this may have caused.  

In regards to Ms. *****’s Financial Aid, the facts still stand that upon returning to GCU on February 14, 2011; Ms. ***** did not disclose that she had attended another university or that she had used financial aid to pay for any courses. If she had, an additional method of payment would have been required to re-enter so that all costs would be covered. The loans obtained to pay for courses at ******** ******* impacted Ms. *****’s ability to receive the full amount of financial aid when she returned to GCU. Ms. ***** states that the loan that she took at ******** ******* ended on September 2010. However, per the ********** ** *********** website, **************** this loan was active through March 29, 2011, thereby overlapping Ms. *****’s return to GCU on February 14, 2011 and greatly reducing the amount of funding remaining to cover her courses. The overlapping loan was not discovered until after full funding had been disbursed to Ms. *****.

In addition to the above information at the beginning of Ms. *****’s enrollment at GCU, we received transcripts from ******* **********, ******* ********* *******, ******** ********* *******, and **********-******* ********* *******.  However, GCU does not have Ms. *****’s transcripts from ******** ******* nor do we have any record of conversations regarding ******** *******. As well, because Ms. ***** was out of attendance for a period greater than 6 months, per GCU policy, she had to update her program to the latest version. Upon re-entering GCU on February 14, 2011, all credits that had already been transferred in from the above schools and the credits she had already taken here at GCU were re-evaluated and confirmed to cover the proper courses. This does not include any courses from ******** ******* as transcripts were never provided to GCU. 

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,

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

1/2/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My names is ******** ******** and I am writing to you today because I feel as if I have been cheated by Grand Canyon University by having my time and money wasted. I literally broke down in tears at work because I after a big run around and no response from counselors called GCU to find out if they have received my transcripts and what my total GPA was now with the new grades included. I was planning on applying for spring nursing program 2015 and deadline being so close I was anxious with it being on September15th. I was told that the classes I am transferring from community college qualifies as meeting requirements for pre req’s needed to be accepted but would not change my GPA. That I have to have had taken the courses at GCU to affect my GPA. Now I have been going to GCU on and off since 2013 possibly earlier. I have been getting misinformed and told incorrect information since I have been going here. At first I began attending there as an athletic training major was told and given the impression that I would be graduating within a year or year and a half because they had semesters that had classes summer fall and spring which would help me finish faster. So I signed up and agreed to attend. The short amount of time was because I had the majority of pre req’s already prior to attending from community college which at that time were included in my GPA for Grand Canyon. So after I had started and was moving on to my second semester they told me they don't have summer just spring and fall semesters. It is now going to take two years to two and a half years instead because certain classes are only offered during specific times. So I was upset and said I did not agree to attending for that long e decided to then look into other majors and found nursing best suited since most of the classes I had already taken would qualify towards those requirements. They said my GPA was currently a 2.9 and needed a 3.0 to be considered. I asked if I would have to take classes there or can I finish my pre req’s at community college they said to save me some money to take classes at community college and specified which ones to take that matched their class description requirements and that way I can also boost up my GPA to where it needs to be. So I went back making sure to pay out of pocket as advised so this way I would be able to utilize my financial aid upon return when continuing the nursing program if accepted. So now I am being told I basically cannot start and have to go back to Grand Canyon to retake classes to boost my GPA at a greater expense and most likely have to take out student loans because the person I spoke with today said sorry for the miscommunication but now stated in our student handbooks. Mind you that since 2013 I have changed several counselors have had several meetings in person with counselors as well as phone calls verifying each step I need to take to stay on track as well as making sure what they told me was correct each time because I had kept getting misinformed. I am just trying to finish school as soon as possible so I can provide for my daughter. I am a single mother who works and goes to school full time. I would have never thought that with Grand Canyon being a division one university to be so unorganized and so misleading. The biggest part is that they advertise they are a Christian school and I have never in my life felt so fooled, cheated, and basically they are stealing my money and my time with their miscommunications. This is unacceptable in so many ways I have already paid for my fingerprint card, background check, transcripts, and I just paid out of pocket for summer courses as well as the ones I am currently taking this fall which I can no longer drop out of, and also paid for my hesi exam. How on earth did I basically waste two years of time and money thinking that I would be a nurse with a bachelor’s degree one year from now and now all that is taken away by one phone call I made today. Please help me I don’t know what to do and honestly barely have any time to handle such a terrible stress and situation or where to even begin!

Desired Settlement: i would like the 70 dollars it cost me to pay for a backgroud check to be refunded to me as well as something to be done about what has happened to me i wuold like to know what can be done because this is not right at all and i have attached proof of what i have been told thru some emails i have kept. the exact wording specifies what i have been told as well as apparently mislead to think i was well on my way to being able to apply for nursing everything i was told was apparently wrong according to the recent people i have talked to and said it would be best to wait to apply in the fall of next year.

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 Ground Traditional Campus, Associate Vice President, ***** ****** and, based on that review; GCU has determined that Ms. ********’s complaint was appropriately resolved.

This determination is based on the following information:

While Ms. ******** believes she was misinformed, her earned grades and her choice of changing her program have impacted her time to receive her degree. GCU proposes that Mr. ******** consider programs without competitive admissions that have more room for transfer credits.

Per University records, Ms. ******** first attended GCU in 2010 by enrolling in the Athletic Training Program, for one semester then she returned in 2013, three years later.  When she returned in the Fall of 2013, Ms. ******** began her reenrollment in the Athletic Training program, and took courses that applied to her previous enrollment; the Athletic Training Program.  

Ms. ******** then began exploring the possibility of changing her major several times and ultimately decided she wanted to apply for the Nursing program. GCU responded to the requests made by Ms. ********, including her desire to change her degree to nursing, documented in the Pre-Licensure Program Notice of Intent to Attend signed by Ms. ******** on December 23, 2013.  See attached.  As a result, Ms. ******** took classes related to the Nursing degree at GCU for the Spring 2014 term only.  Ms. ******** also took courses at Phoenix and Mesa Community Colleges in Summer 2014, which GCU applied to her Nursing Program at GCU appropriately. 

As for Ms. ********’s complaint regarding the nursing program and its GPA requirements, when Ms. ******** signed the above referenced Pre-Licensure Program Notice of Intent to Attend she initialed understanding the requirements that students must meet, including having a 3.0 pre-requite course GPA. It also states this is a competitive admissions program. Ms. ******** retook course content in which she did average or poorly at the Community College, to demonstrate she could master the content, which is a requirement for admissions into the program. This was in her best interest financially. 

In addition to the above information, GPAs do not transfer into the educational institutions. However, for the purpose of pre-req a GPA is calculated for science courses and pre-req courses that does take into account grades earned at all institutions. Ms. ********’s GPAs for prerequisite work is 2.75 and she has a 2.8 science GPA with her community college work. This is a mathematical calculation, and there is no subjectivity to that. Therefore, Ms. ********’s GPA is directly related to the grades she earned. 

GCU has determined there was no mis-advisement and proper protocol was followed with Ms. ********.  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,


***** ******
GCU Traditional Campus
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 would like at the very least to get my background check funds refunded but please refer to attachment for further response.

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 Associate Vice President of Traditional Campus Operations and, based on that review; GCU has determined that Ms. ********’s complaint was appropriately resolved. This determination is based on the following information:

While Ms. ******** believes she was misinformed, her earned grades and her choice of changing her program have impacted her time to receive her degree. GCU requires that each student sign an Enrollment Agreement which clearly outlines the classes and credits required to completion. The desire to finish a degree program in an accelerated manner is dependent upon the students transfer credits and academic standing (i.e. passing the necessary classes) throughout the program. Ms. ******** had failed classes from her Fall14 term that would have added additional ‘retake’ time to her program.

Student Service Advisors (SSA) assist students as guides throughout each program and advise according to GCU accreditation guidelines in accordance with the Higher Learning Commission. Students ultimately select their programs and are responsible for the earned grades and time to completion.

Per the GCU response from Ms. ********’s original complaint, the following information would still apply to the rebuttal:

As for Ms. ********’s complaint regarding the nursing program and its GPA requirements, when Ms. ******** signed the above referenced Pre-Licensure Program Notice of Intent to Attend she initialed understanding the requirements that students must meet, including having a 3.0 pre-requite course GPA. It also states this is a competitive admissions program. Ms. ******** retook course content in which she did average or poorly at the Community College, to demonstrate she could master the content, which is a requirement for admissions into the program. This was in her best interest financially. 

In addition to the above information, GPAs do not transfer into the educational institutions. However, for the purpose of pre-req a GPA is calculated for science courses and pre-req courses that does take into account grades earned at all institutions. Ms. ********’s GPAs for prerequisite work is 2.75 and she has a 2.8 science GPA with her community college work. This is a mathematical calculation, and there is no subjectivity to that. Therefore, Ms. ********’s GPA is directly related to the grades she earned. In addition to this, Ms. ******** did not fully complete her application for the Nursing program which, along with low GPA scores, contributed to a denial.

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,

***** ******
Traditional Ground Campus
Grand Canyon University

12/27/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I applied for financial aid through the University in order to cover the cost of attendance and receive a stipend in the form of excess financial aid because the enrollment advisor specific told me that GCU offered an intership teaching program that would enable me to work while I completed my graduate degree and credential. The enrollment advisor failed to mention that the intership program was exclusive to Arizona and not authorized in California. I learned this at the price of a full time teaching position that would have hired me as an intern. I applied for the TEACH grant in order to help with the cost of living and attending school since I was not able to work in educational field as a teacher. In order to recieve the TEACH grant I agreed to serve in a low income or high need field/area for a period of 4 years. I applied and agreed to serve in return for recieving the TEACH grant money on top of what I received for my loan disbursment when the TEACH grant was awarded GCU refunded previously awarded loan monies and kep the TEACH at this poin there is no benefit in receiving the grant so why should I serve 4 years in a high need/low income school.

Desired Settlement: I want GCU to award me the full amount of financial aid that I have qualified for based on number of units I am enrolled in and award me the full amount of the TEACH grant that I have qualified for. FULL FINANCIAL AID AWARD+ TEACH GRANT AWARD. I would like to be awarded the full amounts and have the excess money refunded to me. I have recieved financial aid & pell grants during my undergraduate studies and was award the full amount of financial award and grants according to ***** representative I am eligible to recieve both without being penalized.

Business Response: Dear BBB,

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 Military Division Regional Director of Operations, ****** **** and, based on that review; GCU has determined that Mr. *********’s complaint was appropriately resolved. This determination is based on the following information:


All institutions of higher learning that offer Title IV student loan funding are required to comply with the federal guidelines regarding the calculation and disbursement of these funds to students. According to these regulations, Grand Canyon University is required to calculate Teach Grants into the cost of attendance which lowers the amount of loan money that can be disbursed for an academic year. The purpose of the Teach Grant program is to lower the cost for future teachers to obtain a degree by replacing loans which must be repaid with grants which do not need to be repaid in exchange for service at an underperforming school. Unfortunately, Grand Canyon will not be able award additional loans in addition to Teach Grant funds.

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,


****** ****
Military Division
Grand Canyon University 

12/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Grand Canyon university is a rip off they charge you almost 2000.00 a class that has nothing to do with your education and Is based on there university and has nothing to do with your program I finish my term with the them and passed my classes with B average and when I notified the school saying on several occasions I will no longer be attending your school due to the fact the class or too expensive and has nothing to do with my education I did my exit counseling and before the next term started and contact the financial counsler on several occasions , I received a letter in the mail stating that I either further my education with them our be charged 1,083 Dallors . When I owe them no money I withdrew before the next term and passed all my classes and I payed for my education With my fasa and student loans.

Desired Settlement: I want this debt out of my name And off my record and I need to attend a school and receive my Transcripts so I can further my education and at school that has to do with My education I have proof that I passed my classes and that I didn't proceed With the other term and I have proof of the letter of the debt stating continue my education with them or pay a debt of 1,083 That I don't owe .

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 Regional Director of Operations, ******* *** and, based on that review; GCU has determined that Ms. ******** complaint was appropriately resolved.

Per University records, Ms. ******* attended one course with Grand Canyon University. As well, records indicate that Financial Aid was provided by the Department of Education to Ms. ******* for three courses, or one semester, as Ms. ******* states. When Ms. ******* decided not to continue with GCU past that first course, GCU informed her that funds must be returned to the lender, per Department of Education regulations. However, if Ms. ******* could continue in school, she would be allowed to keep her financial aid funds, per Department of Education regulations. Unfortunately, Ms. ******** counselor attempted to reach her to review the attendance policy again; however, Ms. ******* did not respond.  Therefore, GCU sent Ms. ******* the information regarding her funding and her attendance via email.  Ms. ******* did not respond to this as well.  When Ms. ******* withdrew from GCU, her financial aid funds were returned, resulting in a balance due from Ms. ******* in the amount of $269. Once this balance is paid in full, official transcripts can be released to her.

In addition to the above information, the first course in every program at GCU is an introductory course so that students are familiar with our online program and interface. It is a 4-credit class that applies to the general education requirement in the University Foundations competency. 

Because Ms. ******* has not responded to her counselors attempts to reach her, Grand Canyon University has not had an opportunity to work with her to resolve any issues.  We are continuing to reach out to Ms. ******* to resolve this issue.

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 

 

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.

[Provide details of why you are not satisfied with this resolution.]

Regards,

I did get in contact with the advisors on several occasions and I did what I was told by both of them and was still charged this is a lye and I will not settle for this on my behalf. I was told not to post in the new class and I would not be charged for that term.

 
***** *******

12/8/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I started talking to a student advisor in July 2014 in regards to taking online courses for an MSN degree in nursing. In August I talked to ***** ****** student Advisor, on how to continue as I was excited to begin in the fall of 2014. We conversed by email many times as I am an RN that has different hours in regards to answering phone calls. Also it was easier to email and keep in touch as I was very excited to begin my MSN courses. ***** was very courteous and I truly felt I could trust her with assisting me to move forward. The transcripts were sent, ***** was completed in a timely manner. All paperwork was accepted. I had also talked to another advisor named ****** whom explained the online protocol and attendance, classroom participation and GPA that I would need to continue. We also discussed the policy in regards to with-drawl or dropping the course: She had told me the the drop policy was First Week drop = 100% refund; If dropped after first week the charge would be 75% and after 2nd week no refund. Just before starting the course I had a vacation/reunion to go to in another state. While I did take my laptop I seemed to not be able to get into the GCU Student portal, especially the three day allowance before courses started on September 25, that being my first day of class online. While in the airport which we were stranded in, I emailed ***** in regards to not able to see the courses and being able to get on as we were flying back home on September 25th. ***** had stated sometimes airports can mess up getting on as she had worked in an airport facility before and was always getting complaints in regards to this. While I could never get back on that day and we did not get home until September 26th at 1 a.m., I still tried to get into my student portal after I got back on Sept. 26th, I still could not bring up the class program as I should have been able to do three days before the course was to begin. I called ***** that morning in regards to this, She asked me what I had done to get into the courses and I preceded to tell her and she followed me with her computer as I told her what I was doing. I took her through the steps and got to the area that I should be in and still could not see courses to get on. Until she did something on her computer as she apologized that she had not done something to allow me access to the classes. Whatever she did I immediately was able to see the courses and was able to open them. I was concerned that I would be in trouble by not getting on Sept. 25th, my first day of class. She told me not to worry that it was just a bio about myself and to just get it done soon as possible and write a few lines about myself, ie: where I live, married, etc. I thanked her and hung up as I was excited to get started now that things were in order. I wrote my bio and then I had to get ready for work. In less than one hour my husband had told me that we were going to have to move as his company had made other plans and wanted him to move to Wisconsin before the end of the year. As soon as I found out there would not be any way out of not moving I realized that I just could not consider taking this online course and try to pack, move, give my notice at work, etc. I just could not take on this pressure. I emailed ***** within 2 hours and received a response about not worrying about ***** as this money borrowed would be sent back to lender, but there could be fees that I would owe to the university and we needed to discuss this on the phone. I proposed a time to call ***** the next day with an email. Before I could call ***** ****** called and made this a three way phone call and ****** begin to tell me options and how much money I would have to pay the University. "No one had ever told me that if I opened the course that I would automatically be charged" And all I did was enter my Bio as I did not know that we would have to move until a few hours after talking to ***** earlier. I feel frustrated, taken advantage of and have no idea why I would have to pay as this was not something I planned to do and now I am being punished for something beyond my control. I was told that I could take the first course and then drop out. This would ruin my GPA as I know I could not do my best with moving, finding a new home, finding a new job and all by December 2014. I was told that I would not have to ever pay the $400 LMS fee ever again since I would have to pay it now. I was told by *****, after discussing this with her supervisor since Iowa has a pro-rate I would not have to pay the full charges. I should not owe anything to Grand Canyon University due to circumstances beyond my control.

Desired Settlement: If I truly had not wanted to go to GCU I would not have started the process. But... It is not my fault that I cannot continue on, as I did not even get into the actual course activity. With GCU trying to take advantage by charging me for not even a days class work seems ridiculous and unfair. I just want to have my account closed with no cost to me, as well, hope that GCU will have the compassion/courtesy to do what is right, and charging me for something beyond my control just is not right.

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 Regional Director of Operations, ******** ********. Based on that review, GCU has determined that Ms. ******** complaint was appropriately resolved. This determination is based on the following information:

Upon review of phone calls exchanged between Ms* ****** and ****** ******, Student Services Advisor, it was determined that Ms* ****** was indeed correctly advised regarding GCU’s tuition refund policy. The policy states that for a student to receive a 100% tuition refund, the drop must occur “before” week 1. 

GCU provides all incoming students with a Welcome Call in which important policies and procedures are addressed. Ms. ******** Welcome Call was conducted on 08/27/2014 at 03:12PM, nearly a month before her start date.

During this phone call, Ms* ****** was informed of GCU’s participation and academic expectations as well as financial policies and procedures, including but not limited to the tuition refund policy. GCU’s tuition refund policy states the following:


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


In addition to this policy being thoroughly reviewed with Ms* ****** via telephone, the refund procedure was also detailed on the enrollment agreement she signed on 08/16/2014. Additionally, this enrollment agreement explained the student’s financial obligation once posting into class. A brief excerpt is listed below:


I am in agreement with the charges as indicated here and elsewhere in University publications and understand that my tuition, applicable fees, and other charges assessed in accordance with Grand Canyon University's published financial policies are my responsibility and due upon enrollment. I accept responsibility for any balance unpaid by Financial Aid, Direct Bill agreement, or resulting from a returned check or credit card. A $25.00 fee will be charged for all returned checks. I understand that I am liable for all charges incurred after the date of this agreement. Failure to pay debt as agreed may result in withdrawal from Grand Canyon University. If it becomes necessary to enforce payment of this account, attorney's fees, court costs, and collection agency fees may be added to the amount owed.


Lastly, the specifics of GCU’s refund policy are also detailed on page 67 of the Student Policy Handbook. The Handbook can be found at the below hyperlink

http://www.gcu.edu/Documents/University-Handbooks/University-Policy-Handbook.pdf


Regrettably, we are unable to substantiate Ms. ******** claim that she was incorrectly advised regarding our refund policy.

As such, Ms. ******** balance due will stand.

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,


******** ********, MM (Regional Director of Operations)
College of Nursing and Health Care Professions
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.

[Provide details of why you are not satisfied with this resolution.]
Because I was not told that if you signed into the classroom you automatically would be charged. No one told me that if I would have any doubts in starting the course that I should not sign in no matter what. As I stated due to issues beyond my control I was planning on going to GCU. I gave my reasons as to why I could not start the program, I did not even start the program so why should I have to pay anything due to the above explanation. I could see if I had started to work on the classroom studies, etc even for a day or two, I could see getting charged for this, but I did not even start with the course. A bio of yourself does not mean that I started doing the class courses. I was cheated out of money that I never should have been. It would be one thing if I just up and withdrew but I did not even start. Also, this was a situation that I did not know until the first day. I did not know this was going to happen, why would I go over 3 months getting all my transcripts, talking, emailing to advisors, and up and quit for the fun of it? Why would I fill out all that paperwork, *****, just to quit on day one? 

I believe and know that I am being taken and this is just outrageous and unfair. 
I definitely will not consider GCU nor would I recommend this University as they take advantage of an innocent person's trust. How was I to know about my situation for if I had known I sure would not be doing this now.  I wish I had read the reviews about GCU; I know I would not have given them one minute of my time. 
So, you did not do your homework nor read my complaint nor understand my situation. You sided with them as it was much easier to do and rip another innocent person off.  Shame on you BBB!!


** ******  

12/7/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Several emails and phone calls have been made to tech support, a professor and academic counselor regarding the retrieval of an assignment submitted on the school's online portal. The assignment, which is a Word document file, was requested for retrieval because it was lost on my personal computer. I submitted the document as a completed assignment for coursework prior to its due date - however the professor is claiming that the assignment is past due. I'm relying on tech support to provide the proof of my submission by retrieving the submitted file, but the tech support representatives have said they need the written approval of both the professor and academic advisor to fulfill my request. Neither party (i.e. professor and academic counselor) has provided this written request. Instead, I've only received an email from my professor claiming she will not accept my assignment; and now I'm at risk of being expelled from the program.

Desired Settlement: I would like the academic advisor (***** ******) or the professor (Professor *****) to send an email to tech support no later than December 15, 2014 requesting that the submitted assignment be retrieved through GCU tech support. I would like to be CC'ed on this email.

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. This determination is based on the following information:

GCU through the assistance of its Technical Support Department and University Compliance Office was able to retrieve the assignment posting logs of Ms. ********. We are able to see that the week 5 CLC group assignment in question was submitted by the group, however, Ms. ********’s portion of the assignment was not submitted nor was there any record of an attempt to submit.  In addition, the instructor’s feedback was that Ms. ********’s participation in the group forum was lacking and the instructor did not receive tMs. ********’s portion of the group slides. A copy of the assignment posting logs will be forwarded via mail to Ms. ******* for her records.  

Due to Ms. *******’s poor overall GPA she has been dismissed from the program.  Once she has sat out of the program for 12 months, she will be able to reapply through academic appeals for reinstatement into the university as instructed in the GCU policy handbook.  

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 

 

12/1/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I enrolled at GCU and started classes on October 27, 2014 immediatley i started having concerns about financial aid but i had no number to contact them on. I wanted to know things like when would my aid cover classes will i have any charges. Upon start of class i recvd a call from ***** ***** letting me know pricing etc and she told me everything would be handled by her as far as accepting funds for me etc. i found this a bit wierd because i figured i would know how much aid i am accepting as i am the one who has to pay it back. I grew even more scared after talking to people and looking at reviews here on the BBB. So i emailed ***** ***** on Friday the 28th of October to ask her about my financial aid refund this way i would at least know my classes were paid for and if not i could drop from the school. I then recvd an email from her saying she was out on vacation til the 3rd of November. I then emailed ***** ****** and she told me she wasny aware and i had to speak to *****. So today which is the start of week 2 of classes. ***** tells me i have to pay them $2,352.01 if i withdraw today and i wanted to do so on Friday but she was out and i was told by her that she is the only one i can speak to as for as my enrollment goes. So i am hurt to know that i had no way of reaching her because she was out and now i am not even going to take this class and i am being told i have to pay for the whole class as well as a $400 online fee of some sort. Then when i asked for another dept lead such as a finicial aid manager or student services. She told me they do not speak to student services. I said that it weird i have never heard of such there has to be someone i should not have to pay for something i am not using and i couldnt reach anyone. She said well i take all calls they do not talk to students. If you like i can have my boss call yo but i do not know her schedule.

Desired Settlement: I think i should not have to pay this amount to GCU i had issues and questions from day one and its not right. At most i am able to pay the 25% if in week one since she was out and i was not able to reach and on top of that the email i sent her thismorning she didnt reply to i had to call her.

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 Business Division Regional Director of Operations, ******* *** and, based on that review, GCU has determined that Ms. *********’ complaint was appropriately resolved. This determination is based on the following information:

On November 10, 2014 Ms. ********* was advised by GCU that she would only be charged 25% for her UNV 103 course that she started October 27, 2014. As an additional customer service courtesy, GCU reduced her LMS (Learning Management System) Fee to only 25% of the total fee as well. A breakdown of Ms. ********* ledger is as follows: 

Account Charges Prior to Customer Service Reductions
400.00 Learning Management System Fee
1860.00 Tuition for UNV 103
85.00 Canyon Connect Fee
7.01 Sales Tax
= 2,352.01

Current Account Charges
100.00 Learning Management System Fee
465.00 Tuition for UNV 103
85.00 Canyon Connect Fee
7.01 Sales Tax
= 657.01
- 138.00 (Federal Pell Grant Earned by Student)

= 519.01 Current balance on account

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,


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

11/25/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Post masters graduation, or perhaps, any graduation, could and likely does requires that the post grad students produce different correspondence with their graduate school, so to have ongoing verifications available for their different career needs, like state licensing, testing and/or jobs etc. One might like to believe that it's limited to just an ordering of transcripts, but in fact, the need goes far beyond transcripts. I am a graduate counselor and already need several items, such as practicum hours verification, degree verification, and so on. I had had an issue earlier with one student representative who never replied, so I wrote the ***, and I got connected with someone swiftly and he has been great to work with. However we're at an issue now where he is getting derailed by the system, nobody is responding to our needs to communicate. I asked him for degree verification and it took weeks to clarify a correct path for access, then once I did my part in offering the form, it's now been a month and the state (who is requiring the correspondence) has not received anything and the student representative can not locate answers from the supposedly responsible party within the school

Desired Settlement: If I paid for school to allow for this correspondence and I'm not getting it post-graduation, then please refund parts of my tuition. I am now wasting time and losing money in work progress due to the school's delay. Who is accountable to that? Please make a solid channel for these correspondence needs for future issues that I or another student would have available to move swiftly through resolution with a student rep. Whoever is responsible to creating the proper channel functioning of these post graduate needs, is not doing their job. I have heard many other students complain. GCU needs to be accountable to the post graduation needs a lot more strongly

Business Response: Dear ***,

Grand Canyon University (“GCU”) is in receipt of Mr. ******** ********* complaint and we value the opportunity to respond.  The issue has been reviewed by ****** *******, Assistant Vice President ********* ******* ** ******** and, based on that review; GCU has determined that Mr. ********* complaint requires no further action. This determination is based on the following information:

Per University records, on September 25, 2014 Mr. ******* submitted a document for GCU to complete regarding his state licensing; however the form was submitted incomplete.  On October 2, 2014 Mr. ******* resubmitted the form.  On November 12, 2014, the form was completed by GCU and was mailed via ***** to Mr. ******* at GCU’s expense.  GCU also noticed that although it was not requested by Mr., ******* when he submitted his form, an official transcript was needed along with the completed form.  As such, on November 13, 2014 GCU sent the completed form along with an official transcript to Mr. *******.  In addition, ****** *******, Student Services Manager, contacted Mr. ******* to address his complaint and to provide him with this information.  As well, Mr. ******* sent an electronic version of the documents via email to Mr. ******* and also provided the ***** tracking number. Mr. ******* appreciated the call and getting the documentation completed.  GCU apologizes for any inconvenience this delay has caused.

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

Sincerely,


****** *******
Assistant Vice President
********* ******* ** ********
Grand Canyon University 

 

Consumer Response: 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,

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

PS  Please improve systems for others in future

11/24/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I started classes for by RN to BSN in nursing at grand canyon university in the fall of 2013. Upon enrollment, I was told there was about a $400 one time fee that would include all of my ebooks for all of the classes for that program. However, at the end of the first class I received a bill for over $100 for my book for that class. I was then told that the $400 fee was for my "online experience" I commented that I was never told that and wondered why the would charge after the class. I almost did not return, but I did not want to lose out on my $400 fee, so I did pay book fee. A year later I returned even after dealing with me being enrolled in multiple classes that I never signed up for, bills that would come with classes I never requested to take. When I did sign up for my second class, on my first day I had no access to ebook. I contained by professor who told me that I did not need book for any assignments. I contained my adviser by phone with no return call. I also contacted the ebook company and was told my name was never given to them by grand canyon university. I was told to watch my email, that the school would be sending information and then they would send link via email. I never received. I completed the class, receiving an A with out the book, and was shocked to see that I was being charged for ebook. When I contacted the school, they told me the fee was not only for the book, but any online materials. This doesn't make sense to me, as I thought the $400 one time fee was for online materials.

Desired Settlement: I would like the fee for ebook removed from my bill as to the fact I did not have access even when I attempted to contact university with no help. The university has stated they can not wave fee and I feel that is unfair since they never resolved issue from the first day of class.

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 Nursing and Health Care Professions Regional Director of Operations, Richard Lucero and, based on that review; GCU has determined that Ms. ****’s complaint was appropriately resolved. This determination is based on the following information:

University records indicate that on September 9, 2014, Ms. **** was unable to access her electronic book for her ******** course and contacted GCU in an attempt to receive help with accessing it.  However, GCU is unable to determine whether Ms. **** was ever able to obtain access to it or if there was any follow-up communication regarding this issue.  Therefore, as the University always tries to serve the best interest of its students, it is willing to waive the $110 cost of the book if Ms. **** returns to GCU to continue with her educational goals. In addition, GCU reached out to Ms. **** to inform her of this information and also informed her that going forward she will be responsible for the cost of her course materials to include electronic books.  Additionally, Ms. **** agreed that if she has any future issues with accessing her electronic books she will contact GCU and will continue to follow-up with GCU until any issues are resolved.  As well, GCU agreed to do the same. 


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 Professions
Grand Canyon University 

 

11/18/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I applied for online classes back in I believe 2007 and when the first set of classes started I had not been sent any of the text books required to start the course so immediately the second day of the course I emailed administrators letting them know that I was withdrawing and could not take the classes without materials and could never seem to spk with anyone verbally so I would not be doing online classes. No one ever responded and now year’s later I have almost 10,000 for an online school that I never attended. Is there anything I can do or anyway you can assist me in this.also, called them today and they said basically the staff has changed since 2008 and they don’t have any records. I also told them to check and see if I ever attended a class and they said they can’t figure that out. They have info saying I withdrew from 2 classes and failed two classes. I asked how I failed to classes I never attended, not once. Also to check with instructors and attendance logs. Also, the guy who was my counselor or person who signed me up for this school at that time was informed that I would not be attending this school. She said that they are not sure and don’t have noted who the counselor was and would not be able to access that info, basically they have no paper trail to anything. The reps are giving me different info as to who is the supervisor/ president in charge of school. One lady was suppose to update my info from 2008 today so I would not have to go through long process and email me forms regarding the loans. I never recvd email so when I called back she never changed any of my info in the system. this school is obtaining money under false pretenses and defrauding the government out of thousands of dollars.

Desired Settlement: Give the money back to whomever the recieve the loan money from because i never attended that school

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. *******’s last complaint was appropriately resolved. This determination is based on the following information:

Ms. ******* enrolled at GCU in the Spring Term of 2008 and her official start date was March 10, 2008.  In Ms. *******’s complaint she indicates that she requested to withdraw from Grand Canyon University.  Per University records, that withdrawal was processed per her request.  Ms. ******* also states that she owes GCU “almost $10,000”; however, this amount is incorrect.  The balance Ms. ******* owes to GCU is $4,530 and is for the non-passing grades she received for her first two courses; ****** and ****** along the withdrawal fee.  At the time of Ms. *******’s enrollment GCU’s policy was that students took two courses at a time and once they started one course, were assessed tuition and fees for both courses.  As well, Per GCU records Ms. ******* participated in both of her courses; twelve posts over three days in ****** and five posts over two days in ******.  See Attachment.  

As for Ms. *******’s concerns regarding her student loans, Grand Canyon University never processed her financial aid due to a rejected *****. The ***** rejection was not cleared and Ms. *******’s financial aid was not processed as she officially withdrew from Grand Canyon University.  Therefore, there are no loan monies for GCU to return as Ms. *******’s financial aid was never processed.  

Ms. ******* may contact GCU Collections Department at ************* to resolve her balance owed to GCU.  GCU welcomes the opportunity to speak with and work with ******* on resolving her 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,

***** ****
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.

I never attended courses at all and on the first day when i attempted and realized I needed text books to participate and continuously tried to find out the quickest way to get those books. grand canyon was not prompt in assisting me in the matter so i withdrew immediately. Grand Canyon is stated that i posted three times. if so saying what because i don't recall that and had no material to do so and if i were commenting it was questioning where to get material. check the logs and the days and attendance. i was never actively there and if i commented in a course three times like that stated it was that first day when i realize i was not prepared and had not recvd what was required to do the course. so if me enrolling and withdrawing in a 72 hour period cost me almost 5,000.00 what a RIPOFF!!!

Regards,

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

Business Response:

Dear BBB,

Grand Canyon University (“GCU”) is in receipt of ******* *******’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 last complaint will require further action. This determination is based on the following information:

As stated in it’s previous response and per GCU attendance/drop policy, Ms. ******** withdrew past the refund deadline.  Again, GCU records reflect that Ms. ******* worked with GCU representatives, enrolled in school and participated in her courseswork. Particpation in coursework consists of substantive postings in class and responding to an instructor’s discussion questions and in-classroom participation.  

However, as the University always tries to serve the best interest of its students it is willing to offer Ms. ******* a settlement and reduce her $4,530 outstanding account  balance by 50% if she pays half in full on or before September 30, 2014.  Once this is paid, Ms. ********’s account will be adjusted to reflect a zero balance.  Ms. ******* should contact GCU’s Collections Department at *************1 to accept the above offer and to resolve her account balance.  GCU welcomes the opportunity to speak with and work with Ms. ******* on resolving her 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,

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

 

11/17/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have just finished my first year at Grand Canyon University (fall 2013-spring 2014) . I was a forensics major. About a month ago, I was told that my entire freshman year would not count towards my degree, as the syllabus had been changed. There was no warning about this and certainly, no college-wide announcement or email notice. Prior to this, I had also spent $1000 at a local Arizona community college to take a Math class that was absolutely crucial to my degree. That too, is now obsolete under the 'new syllabus' I am now told that all the money , effort, time and sweat spent for one year is now erased. I have worked 30 hours a week all school year and still mantained my GPA at 3.37 in order to keep qualifying for the GCU scholarships. Prior to coming to GCU, I worked for a year to earn and save enough to put me through my first year. Now GCU tells me that if I don't pay up $500 I owe for this summer's housing, I will be on the hook for the fall classes too , which I pleaded to be dis-enrolled from. All my classes are online, but I find that after losing my job at GCU, I now have no money and am forced to go home to *****, where I am from. Hence my address is a ***** address. I want to dis-enroll completely because of the unethical treatment of GCU . But my financial advisors(which keep changing) tell me that I will be on the hook for the rest of the school year even though I want to dis-enroll and am not attending any classes on campus or online . I would have had the money had I not spent money on summer classes for my first year for the forensics degree that GCU now classifies as defunct due to change of syllabus. I also tried to change my major to nursing and was told that I will now need to graduate somewhere in 2018. Furthermore, they have threatened to send my debt of $500 to collections which will adversely affect my credit. This is very stressful and is heartbreaking to me. I have spent so many hours of working(almost 2 years- I am now 20 years old)) in order to put myself through college. As a minority woman, I have not asked for any hand-outs ; this treatment is beyond the pale. It is unethical for a Christian college to make obsolete my entire first year, because of a change in syllabus without prior notice and without any mercy.

Desired Settlement: I would like to disenroll completely from GCU and I would like my money back for the entire freshman year since GCU now classifies my first year obsolete. I would also like to be able to have more time to pay the $500 I owe for student housing for the summer 2014, without being threatened with collections. Also, I would like GCU to release my transcript and send my official transcript to the ***** community college I am now forced to transfer to in order to earn my associates in nursing in 2 years. This has set me back greatly

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 Executive Vice President of Operations for the Traditional Campus and, based on that review, GCU has determined that Ms. **********’s complaint was appropriately resolved. This determination is based on the following information.

With regard to Ms. **********’s syllabus change concerns:

• Ms. ********** began attending Grand Canyon University in the Fall of 2013. She enrolled in the Bachelors of Arts in English Literature with a Minor in Biblical Studies. In the fall semester, Ms. ********** completed 16 credits (4 courses) which all met the outlined requirements of her major course of study at that time, English Literature program.

• Ms. ********** attended the Spring 2014 semester in the same English Literature/Biblical Studies program and was enrolled in 16 credits (4 courses), but dropped a course, reducing her credit count to 12 (3 courses).  All credits applied to her program when she started the semester.  In total, Ms. ********** earned 28 credits that applied to her original program of study, English Literature/Biblical Studies

• On February 12, 2014, 5 weeks after the semester began, Ms. ********** decided to change her program to a Bachelors of Science in Forensic Science. At this point in the semester, it was too late for Ms. ********** to make adjustments to her schedule for the Spring semester as the add/drop period had ended. Ms. ********** completed all coursework that was in progress at the time of her program change that semester. 

• When a student changes their program, especially in this situation from a Bachelor of Arts to a Bachelor of Science, credits earned from one program may not apply to the graduation requirements of another. The University tries its best to ensure as many credits apply as possible, but must abide by accrediting and other regulatory standards that govern program content. In Ms. **********’s case, 8 credits (2 courses) completed as a Bachelor of Arts in English Literature/Biblical Studies did not apply to the Forensic Science program that she switched to. This was not due to a change in University policy or a syllabus change.  This stemmed from a request Ms. ********** made to change programs.

• While enrolled in the Forensic Science program, Ms. ********** sought approval from her Student Services Advisor to take a math course at a community college over the summer.  If completed and she passed the course, this would have met the Math requirement in Forensic Science.

• Ms. ********** worked at GCU in the evaluation office as a Student Worker, where she evaluated transcripts for transfer students. She was aware of the loss of 8 credits in the Forensics program and discovered that if she changed to the Bachelor of Science in Nursing program, she would not lose any credit at all, so she contacted GCU and made the program change on July 22, 2014.  At this time, she was already taking the community college math course that applied to her Forensics program, but unfortunately was not required for the Nursing program she was switching to. 

With regard to Ms. **********’s financial concerns:

• Ms. ********** chose to live on-campus over the summer, and incurred $1632 in charges for housing. Ms. ********** met with her Student Services Advisor on April 10, 2014 and was reminded that all summer charges must be paid for by June 15, 2015. 

• On April 25, 2014, Ms. ********** set up a payment plan with her Student Services Advisor.  Ms. ********** agreed to pay her balance in two installments (one in May and the final payment in June). 

• The terms of this payment arrangement were not met. Payments were made towards this balance as follows: 

05/24/2014 $800.00
06/07/2014 $25.00
07/19/2014 $200.00
07/23/2014 $35.00
08/19/2014 $80.41

Total payments received: $1140.41
Remaining Balance: $491.59

• The balance owed is from housing services rendered during the summer semester, and the charges on Ms. **********’s account are valid.  

GCU contacted Ms. ********** and her mother on Tuesday, August 26 to review the program change series of events and also offered to work with them on an adjusted payment arrangement because of their current financial situation. GCU invited Ms. **********, who was currently in Avondale AZ at the time, to campus for an appointment to review her options. Ms. ********** stated wanted to withdraw and return home to ***** where her mother currently resides and was not interested in meeting to further discuss or resolve the matter.

GCU’s policy prohibits the release of transcripts when there is a balance on account. GCU will promptly release the transcript once the balance is resolved.

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,

***** *. ******
Executive Vice President, Traditional Campus 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.

I understand the charges on the summer housing are valid. That is not my contention.

 
My contention is that my academic adviser, ****** ********, gave me wrong information that impacted my financial affairs, my academic career at GCU and my peace of mind. In all the complaints I have read about GCU, this is the most common one: academic and even financial advisors are poorly trained and often give erroneous information ; when confronted with it, they will flat out deny it.  Their bosses are also very quick to back them up and paint the student as young, flighty, irresponsible, without knowledge or just plain mistaken. When thousands of dollars are involved in one's education, academic advisers should be well trained and also knowledgeable.  The lack of correct information may cause the student to make decisions that will poorly impact their financial health, which is what happened to me.
 
I plainly remember ****** ******** telling me all my credits would transfer and then later telling me they WOULD NOT transfer because of the fact that GCU had changed the nature of my program. He conveniently does not remember this conversation and he is backed up by leadership at GCU .
 
On the one hand, they cite the fact that I was a LOPES Specialist and should know what credits transfer or not (if I should know, why don't academic advisers who are paid more than me know?), but when convenient for their argument, they paint me as a young person who cannot make up her mind as to what major I should have.  I felt insulted when ***** ****** told my mother that GCU could help me get any degree if I didn't care what it was.  Who borrows money to just get some degree with no relevance to job market or personal interests?
 
My contention is that their academic advisers give erroneous information  and when they do, they are never held accountable . They can claim they didn't give wrong information and be backed up by GCU leadership. This is the contention of so many other complainants as well; this mode of operation is disgraceful of a so-called Christian college. Now I am out of funds and have had to go back home. My parents had to scrimp together the money to buy my plane ticket home. I have lost time, effort, money and I am disgusted at the lack of integrity of GCU and would warn anyone who contemplate going there to take their money elsewhere. 
 
 If GCU takes student complaints so seriously and really does everything they can to resolve issues in an amicable manner, I would prefer remunerations in some form, within reason and agreeable to the nature of this issue. Contrary to GCU's response via ***** ******, the issue has not been resolved. Additionally, I did not refuse to meet. I was unable to even if I had been given the option due to gross lack of transportation. I was never offered that option. I later learned my Mother had been informed of that option but I was informed after the fact (e.g. I had returned home). Lastly, I never indicated during the phone interview with ***** ****** that I was satisfied with the outcome or that I considered it resolved. 
 

Regards,
***** **********

Business Response: Dear BBB,

Grand Canyon University is in receipt of Ms. ***** **********’s rebuttal complaint dated September 17, 2014 and we value the opportunity to respond.  The issue has been reviewed by ***** ******, the Executive Vice President of Operations for the Traditional Campus and, based on that review; GCU has determined that Ms. **********’s complaint was appropriately resolved. This determination is based on the following information.

It is Ms. **********’s contention that she incurred financial and academic hardship due to alleged inaccurate information provided by her advisor, ****** ********.  University records indicate that Mr. ******** made the following contact with the Ms. **********:

7/10/14: Spoke With: v2v [voice to voice] - informed student that her completed classes were reviewed as they apply to Forensics and she is now at 20.5 credits, dropping her to GL1 loan eligibility. She is considering changing her major (possibly to nursing). She'll think about it and let me know what she wants to do.

7/11/14: Spoke With: v2v - advised that if she switched to nursing, she'd only be at 20 applied credits. She was thinking about doing RN-BSN - advised she needs her RN for that and that is online only. She'll think about what she wants to do and we'll talk in about a week and half when I return to the office.

8/18/14: Spoke With: v2v - she will do her fall semester here online, but needs to move back to ***** in a month or two due to finances. She wants list of classes taken, what she's enrolled in, and what she has left for program to review at CC back home. Will send unofficial transcript and class schedule. Can send officials after summer is paid off - she can probably get balance to under $300 by end of month and will continue to work on paying it off through September (has stipend coming from fall to help). Emailed student w/ unofficial transcript and schedule. [Unofficial transcript and course schedule sent on 8/18/14 by ****** ********]

8/23/14: No Call Needed: Email received - she has decided to not attend this fall. Wants to make sure all financial aid gets cancelled
Emailed student - ok, SSM will need to talk to her, so expect a call from him today

8/23/14 SSM [Student Services Manager] Email: Left Message: Called student left voicemail asking student to please call me back, she emailed SSA saying she can’t afford to come to GCU even though student was taking all online classes in the Fall and was receiving a stipend student doesn't have money to live off and still owes for Summer $491.59.

8/23/14 SSA [Student Services Advisor] EM: Left Message: Called student left voicemail asking student to please call me back, she emailed SSA saying she can’t afford to come to GCU even though student was taking all online classes in the Fall and was receiving a stipend student doesn't have money to live off and still owes for Summer $491.59

8/25/14 SSM EM: Spoke With: Spoke with student, no SIRF on file can’t talk to parent. Student was upset because her major “Forensic Science” had changed. I let her know that the program never changed, because she changed her major from English Literature to Forensic Science not all of her classes transferred over. With the English literature class student had completed 28.5 credits, when she changed majors to Forensic Science only 20 credits transferred over. I explained to her that is because the Forensic Science program is very specific and there isn’t room for electives. Student said she understood that but that her SSA had told her the program had changed and she believed that all her classes were wasted. I apologized for the confusion but that was not case, she just didn’t have as many credits completed. She asked why then did her SSA call her in July, I let her know that ****** called her on 7/11/2014 to explain to her that since only 20 credits transferred over then she only qualifies for freshman loans not sophomore loans ($1000 less). Student was still upset that she remembered ****** telling her that the major had changed. 

In addition to the above communication which took place between Ms. ********** and GCU, by signing her Enrollment Agreement(s), Ms. ********** acknowledged and agreed to the terms, conditions, and policies outlined in the University’s enrollment application and the University’s Policy Handbook.  Enclosed please find copies of Ms. **********’s signed Enrollment Agreements, dated April 18, 2013; September 4, 2013; February 12, 2014 and July 21, 2014 as well as copy of the Registration Agreement, signed by Ms. ********** on April 18, 2013. 

Additionally, the Grand Canyon University Student Handbook clearly states that the University reserves the right to make changes of any nature to the calendar, admission requirements, degree requirements, fees, regulations, course offerings, programs or academic schedules whenever they are deemed necessary or desirable, including changes or modification of course content, class scheduling, offering patterns, canceling of scheduled classes or other academic activities.  Ms. ********** acknowledged and agreed to this policy when she signed her Enrollment Agreement(s).

As for Ms. **********’s contention that I informed her mother that GCU could help her get any degree if she didn’t care what it was, I was simply asking if Ms. **********’s goal was to graduate as quickly as possible or if she was more interested in a particular field.  Ms. **********’s mother kept referring to “lost credits” as the reason for Ms. ********** changing her program of study.  Unfortunately, her mother seemed to become offended when I asked her what her daughter really wanted to do.  Again, GCU was merely trying to determine what Ms. **********’s goal was and apologizes for any misunderstanding this may have created.
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,

***** J. ******
Executive Vice President, Traditional Campus Operations
Grand Canyon University

11/6/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: First of all the education that this school provide to you is basically you instructing yourself but paying this school. It is highly over priced for the quality. It is very difficult to get someone on the phone and it seems the person on the other end of the phone do not have a clue what your are talking about since the turnover rate is high. They never return your calls. The advisers are not adequate in helping you continue your education, especially the financial aid advisors. The instructors do not come up with the assignments themselves and can only do so much through email. The course work is faulty.There is no extra credit. That whole "go at your own pace" is a lie since you are timed to do this and have a time to do that team learning. How can you have teams when people have their own schedule and numerous time zones? I did not learn a thing from the math courses. The school is very informal and lack compassion. I did not enroll to pay for a building I will never see but an education which I can use to my advantage. I only have seven courses left when they decided I do not have enough financial aid to cover a course I begged them to give me time off due to personal issues. I filled out the ***** and have enough to continue and finish however they will not enroll me and say that I owe them a ridiculous amount of money. This was not the first time I returned them my whole tax refund one year because they said the stipend I received was a mistake and they gave me back too much money. They charging me for a class I informed them I could not take at that time. The degree will not be accepted by employers in my state. I have holds on registration and transcripts. They lied about the cost of this degree program, the time it would take to graduate, and the quality of the education. I would not ever in a million years advise anyone to go to this money hungry school. More like a money hungry company than an educational based school.

Desired Settlement: I want my transcripts so that I can attend a more reputable school in my own state. I want my balance to be zero.

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 ******* ** ******** ******** ********, ***** ******* and, based on that review; GCU has determined that Ms. ********* complaint was appropriately resolved. This determination is based on the following information:

Upon a review of Ms. ********* account, it was determined that her account balance is valid.  Ms. *******’s account balance in the amount of $4,014.00 is due to her receiving three non-passing grades (******* on May 21, 2012, ******* on July 30, 2012, and ******* on September 24, 2012).  After Ms. ******* received the non-passing grade in ******* on May 21, 2012, she was offered a one-time waiver of the tuition balance which was contingent on Ms. ******* successfully completing the retake.  Ms. ******* then attempted the retake; however on July 30, 2012 she received another non-passing grade. Thus the credit was voided and created an additional balance.  Ms. ******* then attempted a third class; PSY-452 but again did not complete it successfully.  

Per University records, on September 20, 2012 Ms. ******* spoke to a finance counselor and was going to make a payment on her account balance. However, she did not make that payment.  On December 12, 2012 Ms. ******* stated that she could not afford to make a payment and as a result her account was sent to Internal collections.  Ms. ******* did make a few collections payments between May 2013 and January 2014, totaling $850.00.  However, as of January 8, 2014 Ms. ******* has not made any further payments towards her account balance.  This brings Ms. *******’s remaining account balance to $3,164.00 still owed.

In regards to Ms. *******’s transcript, per University policy, a Finance hold will prohibit any future class registration as well as prohibit the purchase and distribution of any official Grand Canyon University transcripts or diploma. Any students who have a hold placed on their account will be subject to Grand Canyon University’s Collection Policy. Failure to comply with the stated policies of the University may result in an administrative withdrawal from classes and/or submission to an outside collection agency, with the student assuming all additional costs.  On March 18, 2010 Ms. ******* signed her Enrollment Application and acknowledged having access to the University Policy Handbook which contains these policies.


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 Business
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.

[Provide details of why you are not satisfied with this resolution.]

Regards,

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

P.s. I had my credits evaluated and only 41 of the 92 are acceptable.

10/16/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I contacted Grand Canyon University repeatedly about a billing statement I received in July 2014 about a balance stating I owe money for my current class . My counselor, ********, did not return my phone calls. I was told by another counselor it was a communication issue between two different GCU departments and to disregard the bill. I received the same bill again in August 2014. I, again, contacted my counselor, ********, who was unavailable. I did not receive a return phone call about this bill. Another GCU counselor, ****, informed me that my counselor, ********, had been having trouble for seven weeks (since June 2014) with securing my financial aid funds for my class that ended on August 20, 2014. The other counselor, ****, was able to resolve the problem by putting in an emergency request for financial aid funds to pay for the class before the class ended on August 20, 2014. I received an email confirmation from **** on August 18, 2014 stating that my class was paid for in full by financial aid. I did not learn until September 16, 2014 that I still had a remaining balance of $1,995 for this same class until I received a third bill on September 13, 2014. My new counselor, *******, researched the issue further. On September 17, 2014, my new counselor, *******, informed me that GCU accepted my financial aid funds, issued a stipend check to me, and then returned my financial money to the lender. Therefore, resulting in my current balance. My new counselor, *******, stated that I owe the $1,995 balance to GCU even though the mistake was not on my part and to my knowledgeable was resolved on August 18, 2014. GCU will not issue me my specialist degree until I pay for the class ($1,995) that was already paid for on August 18, 2014 and then, the funds were rejected by GCU. ******* stated a letter was mailed to me on August 28, 2014, but I did not receive this letter explaining the financial aid issue to me. My new counselor, *******, did not contact me informing me of this issue. I contacted GCU on September 15, 2014 and spoke to another counselor, not *******, when I received a third billing statement on September 13, 2014.

Desired Settlement: I would like GCU to remedy their mistake of filing my financial aid paperwork incorrectly. I would like this class to be paid for in full by my financial aid instead of expecting me to pay for this mistake using out-of-pocket funds.

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 ***** *******, Senior Vice President, College of Doctoral Studies.  Based on that review, GCU has determined that Ms. *******’s complaint was appropriately resolved. This determination is based on the following information:

 

  • From 9/15/2014 to 9/19/2014 we were in communication with Ms. ******* every day attempting to resolve this matter.
  • On 9/19/2014 we spoke with Ms. ******* and advised she no longer owed a balance of $1,995.00.  She advised this matter was resolved to her satisfaction and did not require any additional assistance.

 

 

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

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

###-###-####-**** Toll Free

###-###-#### Office

*****.*******@*******

 

9/18/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was given a failing Grade in a class in which i did not deserve the professor deducted points off of my grades in which the professor should not have. i participated in my journals and the syllabus did not state that i had to submitt my journals to turnit in. On the syllabus it stated that all papers that are 500 words are more should be submitted to turnit in. She also gave me a zero on my final assignment. I did the final assignment as she stated in the syllabus. Due to the failing grade i got charge for failing the class and to retake it. I reported this issuse to the University they denied my academic claim. They told me i had a balance and that i can pay little at a time on it and it would not be submitted to collections. After the few payments i have made i got a letter from The GCU collections stating they were trying to contact me and if i did not contact them on a certain date they was goin to send my bill to collections. I've tried contacting them several times and left messages and i have yet to to recieve a phone call back. The only thing i got back was a letter from reliant collections. Before than i have been contacting ****** ********* and ****** ******** through phone calls and email regarding this issue. I have ask for my final transcript and GCU refuse to send it. I have all my emails in which i tried to resolve this issue.

Desired Settlement: I desire to have the balance remove and continue my classes or to recieve my transcript due to the fact the professor did not give proper instructions on what she expected i did as she asked. I feel that i did not deserve these charges or my bill to go to collections.

Business Response:

Dear BBB,

 

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

 

**** ****** stated in her complaint that she submitted a grade appeal and that it was denied by GCU.  While this is correct, the reason for the denial is that **** ****** did not provide enough detail in her appeal.  In addition, GCU made 25 attempts from August 13, 2013 through November 27, 2013, to contact *** ****** in order to obtain the documentation needed for her appeal and to assist her with getting back into class.  However, all attempts to reach *** ****** were unsuccessful.  As well, as of November 27, 13, **** ******’s contact information in her GCU student file was no longer valid.  On July 16, 2014, I attempted to reach out to **** ****** again; unfortunately, the phone number is still not valid.  Therefore, on July 16, 14, I sent an email to **** ****** requesting updated contact information and the best time to reach her.  

 

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 

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.

[Provide details of why you are not satisfied with this resolution.]

Regards,

***** ******

 
This Statement is false. I gave all of the information that was asked of me. I replied back to the email with my valid number and i communicated as need by email due to the fact it was hard reaching GCU through telephone. I faxed and filled out all of the papers that has asked from me.  Here are some of the emails in which i was communicating with a few of the staffs.
 

Business Response: Dear BBB, 
 
Grand Canyon University (“GCU”) is in receipt of *** ***** ****** rebuttal complaint and we value the opportunity to respond.  The issue has been reviewed by *** *****, College of Education Regional Director of Operations and, based on that review; GCU has determined that *** ******* complaint was appropriately resolved.  This determination is based on the following information: 
 
It is *** ******’ contention that she provided all the information which was asked of her regarding her grade appeal.  However, this appeal was rejected because *** ****** did not provide enough detail.  Additionally, between August 13, 2013 and November 27, 2013 GCU made 25 attempts to secure this documentation from her and to assist her with getting back into class.  However, all attempts by GCU to reach out to *** ****** were unsuccessful.   
 
Upon further research it was discovered that on November 27, 2013 *** ****** finally provided a new telephone number to her Student Services Advisor, ******* ********.  
However, *** ******** inadvertently overlooked entering this information into *** ******’ student file. Nonetheless, the fact still remains that *** ****** remained unresponsive to GCU’s numerous attempts to reach out to her to obtain further details which would assist with her appeal and to assist her with getting back into class.  As well, by this time **** ******* account had been transferred to GCU’s internal collections department for further action for nonpayment.    
 
In addition to the above information, on July 16, 2014 upon receipt of *** ******’ BBB complaint, I attempted to reach out to her via email in order to speak with her regarding her account and her complaint.  See Attached.  However, as of today, August 29, 2014 *** ****** has still not responded to my email.   
 
My original response to *** ******’ complaint still stands as she did not submit the requested information regarding her failed class.  Nevertheless, I would be happy to speak with **** ****** on her options to continue the appeal process for her failed grade in ECH-325.  She can contact me at ###-###-####-****. 
 
 
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  
 
 

 

9/15/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I attended this school for online classes, I completed one class and dropped all others. I was awarded financial aid which was refunded back to the department of education once I left the school. Now Grand Canyon University is trying to collect for the dropped classes. They are trying to make me resonsible for classes that I did not even take, all because they refunded financial back to the department of education. This is prohibiting me from starting another college locally because they will not release my transcripts without my balance being paid. I do not feel that I am responisble for this balance as I dropped the classes in time. They are not willing to work with me on a payment plan, they are referring to a third party and told me that the third party will also not be willing to work with me to get my transcripts. I will also be disputing this on my credit reports if I find it on there.

Desired Settlement: I would like this balance waived as I do not see why I am responsible for classes I did not take and have my official transcripts sent to my new college immediately. At the very least I would like a letter sent to my new college on their official letterhead stating what classes I took and which ones I dropped.

Business Response: See attachment.

9/8/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was enrolled in Grand Canyon University in 2011- 2012. During my time at the school I became ill in 2012 and found out I was pregnant. I was hospitalized a few times and informed by my doctor to only things that were necessary and cut back on stress. I contacted my then advisor for an appeal for classes that I could no longer attend due to my illness (which I have record of). At that time he informed me that I would have to speak to my financial aid advisor. My advisor advised me to appeal both classes that was currently in and I would hear back shortly. This occurred in August, 2012. I proceeded with being ill and even was on bed rest due to high blood pressure amongst other pregnancy woes (in and out of the hospital). I did not hear back from anyone in writing or by phone. I was then contacted by inside collections from the school and I asked why I had not heard about my appeal. I was threatened and harassed by this collector for months without resolve or a response from my appeal. He even went as far as harassing me while I was in the hospital and days after they released my sick son who took hours to wake up and eat after birth. Although, it seems like much, it was a very stressful time and I informed the collection agent, because I still had not heard back from the appeal process. Once well in late November, I began to contact the supervisor of my financial advisor since he was no longer with GCU. After several calls and emails I finally received a response in February---yes February 2013 (I have record of all of this information). The response in February was less then satisfactory and down right unbelievable since it was now more then 6 months for a response. I spent countless hours meeting and email exchanging with the Director of Student Services until she was ill on medical leave. Other then her assistance it was unbelievable the lack thereof and plain good old customer service when it came to the financial team and accepting the responsibility of their team! Once I called months later after taking a mental break from pure insanity due to lack of assistance and customer service. I wanted to finish my degree, so I contacted the "grand" (sarcasm) financial aid department, only to be told I was in collections. Funny thing was I was not in collections and due to my call, they contacted the attorney to collect from me. I informed them that although my appeal had been finally received after 8 to 9 months in writing (which I thought was not asking for much), I wanted to appeal again due to the lack of concern and I wanted if possible to appeal in person to present all of the correspondence that was never responded to for months. Not sure if this is how they are trained--not to work with you unless you are talking about payment. But rest assured talking to the very team that has dropped the ball will not give you resolve because one would then have to admit there was an error on their end and that was not happening. To add insult to injury, the attorney and collection agency admitted that it was strange that they received my information very late "after the fact". You see, no one took action until I called and had the nerve to admit in writing--sound strange? In conclusion, I had a collection agent who sound like he was at home calling several people that were not references and informing them of the so-called debt. He called my employer and harassed them and he also called me threatening and yelling calling back to back. I often wonder if I was an athlete would this have occurred? If I was not a minority or a women would you have accepted my appeal and I would be done with my education and degree at this point? Calling your school for a response is null and void. No one calls back and at this time, I keep a log of everything due to this. It is absurd and ridiculous the experience I have had.

Desired Settlement: I am requesting that due to ALL of the circumstances that I have not be afforded, I would like GCU to take responsibility of these unfortunate events and waive all of the current fees owed and release my official transcripts. The other alternative would be for me to complete school with a clean slate. I really just want resolve and to complete school. I would have never taken the steps provided by my financial advisor if they were not given. We had several conversations and he assured me this was the best route. I do not believe that appeals are guaranteed for the positive but according to my handbook I was never afforded due process. I provided my the necessary forms and my personal health records and did everything on my part. Why is the school allowed not to hold up their end of the bargain-the school contract/handbook? A simple response would be nice in a timely matter. Let's get this resolved so I don't waste another few years of my life trying to have what is right completed by GCU.

Business Response:

Dear BBB,

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

*** ******** account balance is the result of 4 consecutive terms with non-passing grades. Unfortunately failed courses are not covered by Title IV Financial Aid in a borrower based system which requires that students demonstrate successful academic progress in order to earn funding. *** ******** claim that she was not responsible for her balance was reviewed at both the division and university levels, and the balance was determined to be valid at both levels.

In addition to the above information, GCU made 23 attempts between September 26, 2011 and April 24, 2012 to resolve this issue with *** ****** from the time the balance was created in June of 2011 through April of 2012 when her account was sent to collections due to her unresolved balance.  As well, even after *** ******** account was in collections, GCU continued to try to find a solution to return *** ****** to school.  GCU offered *** ****** several settlement options between August 31, 2012 and February 5, 2013 that would have reduced her  balance – none of which *** ****** accepted. 

Nonetheless, as the University always tries to serve the best interest of its students and does wish to see *** ****** return to school to successfully complete her degree, GCU is willing to forgive 50% of *** ******** $2,102.75 account balance if *** ****** is able to pay the other half of her balance.  GCU is willing to enter into a settlement agreement with *** ****** in which she would complete an approved payment plan for $1,051.75 and once payment is completed, GCU would waive the other $1,051.75.  *** ****** can contact me at ************** *********** to discuss this settlement option.

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 

 

 

9/4/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On June 9th 2014 Grand Canyon University received my certified letter disputing an account they are listing with the credit bureaus under the account number ******. I previously disputed this account and it came back verified with the bureaus. Under ***** ****, creditors are required to conduct and investigation upon request. **** ********* Ability of Consumer to Dispute information directly with the furnisher. According to the **** they furnisher has 30 days to respond to this written request. As of July 11, 2014 Grand Canyon University has not responded to my request for investigation. At this point they have already violated federal law, and I am respectfully requesting them to do the right thing as set forth by the FTC and request deletion of this account.

Desired Settlement: Request deletion of this account.

Business Response: Dear BBB,

Grand Canyon University (“GCU”) is in receipt of *** ****** ********’ 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 *** ********’ complaint was appropriately resolved. This determination is based on the following information:

I am unaware of the letter *** ******** referenced in his complaint.  However I have conducted an audit on *** ********’ account and have determined that the balance due on his account is for two courses which he dropped during his last attempted academic year. 

In addition, per University records, on September 7, 2010 *** ******** spoke to a GCU finance counselor regarding a potential payment plan for his balance and requested a follow up call later that week.  Per his request, numerous attempts were made to contact him to include: September 13, 2010; September 15, 2010; September 20, 2010; September 23, 2010; October 1, 2010; October 11, 2010; November 19, 2010; December 3, 2010; December 8, 2010; January 18, 2011, January 20, 2011; February 2, 2011, and February 8, 2011.  However, each attempt which included a voice mail and/or email was unsuccessful as *** ******** did not return any of those voice mails or emails from GCU. 

Finally, on February 22, 2011, *** ********’ Finance Counselor finally received an email response from *** ******** in which he stated that he ran into some issues with making his payments but that he planned on starting a payment plan as soon as possible.  *** ******** also acknowledged that his email response was very late but that he would get in contact with his finance counselor to see what kind of payment plan could be made.  However, once again, GCU never heard from *** ******** nor did it receive any payments from *** ******** towards his account balance.  On March 10, 2011 GCU sent a letter to *** ******** advising of the collections process and that his account would be sent to collections if payment was not made on his account.   


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 Business
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.

At this point, my complaint is no longer about the debt.  My complaint has more to do with their collection practices.  First of all their response to my request comes too little too late.  According to ******* ******** ********** *** Grand Canyon University had 30 days to respond to my request for investigation.  I contacted the Better Business Bureau because they did not respond to my request in the specified time frame.  Furthermore, if account was sent to collections as they stated, why then is this account reporting a balance instead of reporting to the bureau "transferred" zero balance?  I think its high time Grand Canyon University cease reporting this item as they have violated consumer protection laws in the process.  I am making every effort to resolve this matter through the BBB, rather than report this matter to the **** ** *********, ******** ******* or take legal action in a courtroom before a jury.  I suggest they make themselves familiar with **** ********) Ability of consumer to dispute information directly with furnisher.

Regards,
****** ********

Business Response: Dear BBB,

Grand Canyon University (“GCU”) is in receipt of *** ****** ********’ 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 *** ******** complaint was appropriately resolved. This determination is based on the following information:


In response to *** ********’ complaint that he feels GCU has unfair collection pr***ices, GCU has reviewed *** ********’ account further and determined that *** ********’ account has been handled within and above the guidelines of the **** **** *********** ********* *** as it does for all delinquent student accounts.  On March 16, 2011, after the numerous attempts to cont*** *** ******** between September 13, 2014 and March 10, 2011 mentioned in my previous response and the many due diligence attempts by the student support staff, *** ********’ account was sent to GCU’s Internal Collections Department.

The Internal Collections Department attempted multiple times via phone and email to reach *** ********.  On July 5, 2011 when their efforts yielded no result *** ********’ account was sent to *******, an external first placement collections agency.  Upon receipt of *** ********’ account ******* sent a letter to *** ********’ which advised him that he had 30 days to respond if he was going to dispute the validity of his balance.  However, ******* never received a response from *** ********.  In addition, ******* made multiple attempts to cont*** *** ******** and again, received no response from him.  After seven months, ******* returned *** ********’ account to GCU.  Following the return o* *** *******’ account, GCU’s Internal Collections Department made additional attempts to cont*** him the next three months but again was unsuccessful.  *** ********’ account was then placed with ***, a second collections agency.  *** currently holds *** ********’ account and is in the process of attempting to collect on his outstanding balance.  As *** ********’ debt was incurred at GCU and remains outstanding to GCU the debtor showing on the credit report (GCU), is correct. 


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 satisf***ory conclusion.  

Sincerely,

***** *******
College of Business
Grand Canyon University 

 

8/11/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I enrolled in Grand Canyon University. During the first week of the regular class I had told my counselor that I wanted to drop out, because I don't learn well by just reading. I had never been to an online school, so I did not know exactly what it had entailed. The counselor said he would call me back the next day, which would have been Friday. I waited for the call, but he never called. I tried contacting him, but with no success. Then I finally got through to him the following Monday, after the deadline for withdrawl. He had told me the previous Thursday that the deadline to drop out was that Sunday. By that Monday when I got through to him, I thought it was too late to drop out. So, I attempted to stay in the class. A few days later I was not able to log into the class. I tried calling tech support multiple times, but was unable to get through. I tried calling the teacher, but no luck. Since I was hardly able to do any class w9rk, the school still wants me to pay.

Desired Settlement: Not to have to pay anything to the school.

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 Associate Vice President, College of Education, ***** ******* and, based on that review; GCU has determined that Mr. ********’s complaint was appropriately resolved. This determination is based on the following information: 

By signing his Enrollment Agreement Mr. ******** acknowledged having received Grand Canyon University’s Policy Handbook, Academic Catalog and Student Handbook available to him at the website: www.gcu.edu/Admissions/Admissions/php and that he understood he could receive the most up-to-date information at the above site regarding all University policies, including cancellation and refund policies. Per University policy, students who drop a course during or after week 2 are not eligible for a refund. 

On May 29, 2014, Mr. ******** spoke with his Enrollment Counselor and expressed concerns with his online course. During this call, Mr. ********’s Enrollment Counselor reviewed GCU’s drop/refund policy with Mr. ********. Mr. ******** indicated he was not aware of the policy but stated that while he did not want to drop his class, he did want to think about it as at that point in time, Mr. ******** would have been responsible for 25% of the cost of his course if he chose to drop it. On June 2, 2014 Mr. ******** spoke with his Enrollment Counselor again and stated that he had decided not to drop his course and that he wanted to continue in his program. However, soon after, Mr. ******** stopped attending his course and became less responsive to multiple attempts from GCU staff to contact him regarding his course and his intentions. As Mr. ******** was already in week 2 of his course and never dropped his course he is responsible for 100% of the tuition cost for his course. 

In addition to the above information, per University records, Mr. ******** did contact GCU technical support. However, this was prior to his complaints that he was unable to submit his assignments. 

Based upon the above information, Mr. ******** is responsible for the cost of his course. However, GCU is open to working with Mr. ******** on a possible resolution although Mr. ******** will simply not return any calls from GCU. He is more than welcome to contact me at ###-###-#### in order to discuss a possible resolution regarding his account 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 Education SE Division 
Grand Canyon University 

8/9/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Grand Canyon Univeristy first verbally promised me by Mr. ******** ********* that my statistics class would grade would be transferable from Univeristy of Phoenix (B-). However, I enrolled in GCU Master's in Psychology program online. I had a great grade point overage above a 3.0 until the near end of my classes when I went ahead and took their statistics class. I was told by the academic advisor that the class can be difficult, and their were no tutors for graduate statistics available, but that their where only undergraduate statistics tutors for this class. The instructor for this class was horrible. She would not return my calls the same day. Would not return my email (threads) until a day or two later, and when she did return emails, and calls she was not helpful at all. In fact the instructor told me statistics shoiuld not be taken online- but in a classroom. This made me feel I would fail this online class anyway. I called ******** ********* as well as my academic adviser for help or suggestions, I was told keep trying to get help from my instructor, or use google or youtube for tutorial help. I asked if I could get another instructor. I was told I could not. I failed the class, put in an academic appeal, and never heard from GCU again. Until I contacted them by email and asked about my MA degree. I was told oh your appeal was denied , do you have the money to take the class again? I was mortified, and the next day I received a call from a man stating he was from GCU and wanted to help me get my MA degree. I told him what happened, and he said he would have my academic advisor call me because maybe they could take my B- from University of Phoenix, and be done with the exprience. The academic advisor called me that same day and said well you have not choice you need to pay and take the class again. I said why should I have to take the class again and pay when your institution made the mistake. I followed all procedures for help, and GCU let me down. In addition I should not have to pay for GCU mistake. That is that last I have heard from them this was back in March, 2014.

Desired Settlement: I want GCU to give me my Master's degree in Psychology accept my B- from Univeristy of Phoenix due to their error and lack of support for this statistics class mess.

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

On June 15, 2012 Ms. ***** was provided a Lopes evaluation prior to starting her program with GCU on June 28, 2012. This Lopes pre-evaluation clearly indicated that the PSYCH- 525/Measurements and Statistics course taken by Ms. ***** at the University of Phoenix would not transfer into her program at GCU due to her low grade.  A copy of this pre-evaluation is attached.

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,
****** *******
Assistant Vice President
Business Division
Grand Canyon University 

7/13/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I withdrew from Grand Canyon University after being misled by a student services advisor. I have put that particular cash scam behind me, but now have a balance on my account. I am willing to pay off the balance for two full classes (even though I was only in each class for one week), but the university will not accept my payment arrangements and are now threatening to send me to collections where the balance will be reported on my credit. I believe that this is completely unethical, especially from an institution that claims to have Christian values.

Desired Settlement: I would like Grand Canyon University to accept the payment arrangements that will work best for my family.

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 *** ********, 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. ******* began her two courses on May 19, 2014 and officially withdrew from these classes and her program on May 27, 2014.  By signing her enrollment agreement, Ms. ******* acknowledged receiving Grand Canyon University’s Policy Handbook, Academic Catalog and Student Handbook available to her at the website: ************************************* and acknowledged that she understood she could receive the most up-to-date information at the above site regarding all University policies, included refund policies.  Per University policy, students who drop a course during or after week 2 are not eligible for a refund.  As a result of dropping her courses in the second week of class, Ms. ******* is responsible for 100% of the tuition cost for her classes.

 

In addition to the above information, on May 27, 2014 Ms. ******* was appropriately advised by her Student Services Advisor that the tuition for her two courses would not be covered by financial aid and that she would be responsible for the balance. Had Ms. ******* chose to complete her two classes, the cost of tuition would have been covered.  However, Ms. ******* did not wish to continue with her two courses because the credits would not transfer to her local school.  GCU is not unwilling to take payment arrangements with Ms. *******.  However, if GCU were to accept the terms requested by Ms. *******, it would take 66 months or five-and-a-half years for her to pay her balance in full.  GCU is willing to accept an alternate arrangement with Ms. ******* just not over the length of time requested by her. GCU is willing to keep Ms. *******’s account from collections if the terms of her payment plan allow for her account balance to be paid in full within an 18-month period.

 

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,

 

 

*** ********

Central Region

Grand Canyon University

 

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,

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

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

Complaint: Being a transfer student to GCU, I transferred several credits. Everything was great until I had to withdraw from a class and not continue my education. I have been told that I can't receive a transcript for classes that were paid for my loans from federal money. I understand that they have a hold on my transcript because I have a balance that I'm unable to pay. But how do you go about getting a transcript for 60 hours of credits, which would mean a pay raise for me, so that I could begin to pay the money I owe them. Which is one class because they say I dropped the class after the cut off date. I had emailed my advisor but they change advisors so often I was emailing the wrong person and my emails never reached the right person. Causing me to have to owe for the entire class. Thus causing me to stop all together. I feel that this was very wrong and unfair.

Desired Settlement: Balance owed to them to be zero or close to it and release my transcript.

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 *** ******, Regional Director of Operations College of Education and, based on that review, GCU has determined that Ms. ***’s complaint was appropriately resolved. This determination is based on the following information:

Ms. *** acknowledges in her complaint that she did knowingly withdraw from GCU.  Per GCU records Ms. ***’s last date of attendance was on August 10, 2012.  Prior to this date there were multiple attempts from GCU counselors and management to offer assistance and follow up with Ms. *** as Ms. *** had not been consistently posting into her classes.  In addition, from August 10, 2012 to April 15, 2013 GCU attempted to contact Ms. *** sixteen times by both telephone and email to discuss her status and account options with her. 

As a result of Ms. *** withdrawing from GCU, this created a balance on her account in the amount of $3,302.43 based on the ***** ** funding she received.  Additionally, since Ms. *** was unable to resolve her account balance her account was sent to collections in 2013.  As a result, per GCU policy a hold was placed on transcript requests until the balance has been satisfied. 

Ms. *** states that GCU kept changing her assigned advisors.  However, GCU records indicate beginning February 9, 2012 Ms. *** had the same Finance Counselor and Academic Counselor assigned to her.  Again, there are numerous documented contacts in which they both offered assistance to Ms. ***.  GCU definitely understands the importance of consistency and anytime a counselor is promoted, transferred, or leaves the organization, GCU immediately assigns a new counselor to service its learners.  

In addition to the above information, upon receipt of Ms. ***’s complaint, I attempted to reach out to her several times but was unsuccessful in doing so.  I left three voicemails for her and also emailed her to discuss her concerns.  However, as of June 19, 2014 I have not heard back from Ms. ***.  If Ms. *** can contact me, we can discuss what she can do to resolve her balance and also get back into attendance so that she can graduate as a certified teacher in *******.  GCU would first need Ms. *** to complete a 2014-2015 *****, which can be done at ************. Once completed, I can discuss with Ms. *** her financial aid options. I would also like to discuss with Ms. *** possible scholarship options that could help her get back on track to completing her degree and help resolve her balance so that she may receive her transcripts. 

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
Grand Canyon University 

 

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 

7/1/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am currently a teacher employed on a provisional license. In order to meet the requirements for full licensure I was encouraged to enroll in the program at Grand Canyon University. In doing so I provided information that included transcripts from my undergraduate and graduate programs as well as the transcripts from the courses I’d completed at GCU during the summer prior to my hire date to my teaching position. At the beginning of the process for registration I was provided excellent service and care. The admissions rep spoke with me rather frequently about the steps and even completed some of the forms with me. During this time I received a per-evaluation on September 23. Based on this information I was willing to pursue the idea of completing the degree. At no time between the per-evaluation, in which 3 classes were waived, and signing up for the program was I presented with any information to negate that the courses waived and those required were to change, so I moved forward. I have never been able to shake the feeling that I suffered a complete disservice. I still want to believe that my situation is unique but do not feel that this is truly the case based on the repeated treatment. Since the beginning of this whole process I feel that I have been more than fair and compliant. I have waited out various false time-frames presented to me and stayed true to my stance that the process I was forced to follow was dishonest and rather shady. In the end I have been made to feel bullied, lessened and not valued as a student, let alone a customer—which is apparent that is what I am, as it was explained to me this is a dollar and cents thing. So again I appeal to you that Grand Canyon University should have to honor my original pre-assessment, as fault has been admitted on the University’s side, because I am still paying for the inappropriate reviews. I feel that at this time I have more than demonstrated my level of competence in both my academic performance at Grand Canyon University as well as in my track record with over five years of work experience in behavior management, as well as my commitment to the profession. In addition to my performance I can honestly state that I have been the only one to constantly adhere to the expectations laid out by GCU. Because of that I adamantly request that the Classroom Management Course be waived as I was originally told would happen. My first issue was that I was told that I would be able to complete the degree within one year because they reviewed my transcripts and waived the courses I'd taken at GCU during the previous summer. At that point I was told I would only need seven classes. After admitting the fault on their side, I still had to pay for it by taking the two classes and was awarded a "scholarship" for one course. This came at the hands of me following up and calling them on the carpet for not following their own standard practices of contacting someone within 48 business hours.  This first issues was not resolved until after two or so months. The next issue I had was the problem with poor communication and threats. I was never provided all the information I needed to complete my courses and be enrolled properly. I had people calling me that had never spoken to me before, and to this date still haven't. I was disappointed in the manner in which the fingerprinting issue was initially handled. That too was resolved, but based on my initiation of action. A few weeks ago, I received an email stating that a class would not be waived even though it is a requirement for the degree-- introduction to Special Education.  Again, I had to do all the follow up to ensure that the appropriate actions were to be followed. Again, more than 48 business hours passed and I did not hear from them.  And with last time, conflicting information was shared with me.  At one point I was told my class would transfer, then I was told it would not. Within 40 minutes of the first email, during which time I was constructing this email, I received another saying the class was now being waived. Honestly, I do not appreciate all the back and forth I have received. Since I have not been able to trust anything they have shared with me, I requested that something official state that the class was indeed being waived.  Overall my experience has been poor. I have been dissatisfied to say the least. I feel that I have gone above and beyond and demonstrated I am an exemplary student and should be treated as such. I have been made very aware I am a customer, but at the same time have not been extended service that warrants the cost I have invested. Because of that, I stand by my previous statement that I will not encourage anyone to attend their university.  I will not go out of my way to discourage, but by no means will I be able to share anything positive, nor will I hang a degree from their university on my wall. It will simply be a piece of paper to me.

Desired Settlement: Now, I am asking for my classroom management course to be waived, I already pass the course, a similar course, and have years of work experience. With this situation, I feel that I have been more than patient and I also feel that I was more than fair. In each of the situations I was the one who initiated contact to address errors made.  I shared on more than one occasion that I felt that I was given the true definition of “bait and switch,” and was still willing to work out a solution, to which I offered two scenarios: 1.Honor the per-evaluation and waive the Classroom Management course. 2.Allow me to audit the classes I’d already taken since I’d demonstrated my mastery of the topic by receiving a 4.0 in both of them as well have been working in the field for a couple years In all of this I felt I was made out to be the one at fault and unheard. I shared with each person on the phone that I do not want any major repercussions for any parties involved, but that since I like to believe this was an anomaly, I feel that GCU should have done more, in a timely manner, to address the rarity of my case. I am more than bothered by my most recent interaction with Grand Canyon University. I feel like I have been bamboozled and scammed by them from the beginning. I honestly would have never considered this University but based on your your recommendation and high praises, paired with the pre-evaluation I considered it and enrolled. Now I can stand firm in saying that my  experience is far from acceptable and completely disatisfactory.

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 the College of Education’s Regional Director of Operations – ***** ******* and, based on that review, GCU has determined that Ms. ***** *********’s complaint requires further action. This determination is based on the following information:

GCU records indicate that Ms. ********* applied for admission to Grand Canyon University on  September 26, 2013 into the Masters of Education in Special Education: Cross-Categorical (not leading to initial teacher licensure) program in the College of Education.  During the application process, an unofficial transcript evaluation was completed indicating Grand Canyon University would potentially accept *** ***0 and *** **** as transfer courses for *** *** and *** ****.  This was an error on the part of Grand Canyon University and its transcript evaluation team, as the University Policy Handbook states the aforementioned courses cannot transfer into a graduate degree program.  Grand Canyon University also determined that since Ms. ********* also completed online courses with GCU in the past, her *** *** course would be waived from her program.  Upon official matriculation, the transfer credits were not accounted for due to the University Policy Handbook (Page 25) excluding any Continuing Teacher Education courses being transferred to a graduate degree program at GCU.  An appeal was made on the behalf of Ms. ********* to the University’s College of Education for transfer credits to be accepted from ****** ***** **********, which was accepted.  GCU finally accepted two courses for 6 credits to be transferred into Ms. *********’s program of study.  However, Ms. ********* was not happy with only transferring in 2 courses and felt she was not treated correctly due to the initial error of transfer credits from her unofficial transcript evaluation.   

After further review and discussion with the student regarding the University Policy, from a customer service stand point, the Regional Director of Operations (“RDO”) offered Ms. ********* a scholarship for the tuition of the one course that did not transfer into her program of study.  Ms. ********* felt this was sufficient, but was still frustrated with still having to take the course.  Upon receipt of Ms. *********’s complaint, the University submitted a second appeal of this transfer policy on Ms. *********’s behalf.  Due to the program of study not leading to any teacher certification, the College has made a one-time exception to the Transfer Policy in the best interest of our student, ***** *********.  Grand Canyon University will accept 3 credits from Ms. *********’s continuing teacher education course (*** ***0), as a substitution for *** ***. Ms. ********* will also need to fulfill a single credit leadership course to account for the entire 47 credits of the Masters of Education in Special Education: Cross Categorical (not leading to initial teacher certification).

In conclusion, Ms. ********* wants to have the original transfer evaluation honored, allowing for *** *** to be waived, and both academic requirements met for *** **** and *** ***.  GCU has made a one-time exception to accept the final three transfer credits from Ms. *********’s continuing teacher education course *** ***0 in order to meet her request and to preserve the best interest of the student.  Ms. ********* will have a total of 9 transfer credits into her graduate program leaving her with 28 credits still to be completed in her degree program.  

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,


***** *******, MSL
College of Education
Grand Canyon University 

7/1/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I recently completed a masters in education leadership. During my last class "internship" our class was givens the opportunity to pilot of the principal ship test and we would receive $100-200 (credit towards taking the test or a ****** *** ***** coupon) taking the test. We provided our instructor our emails and our financial would be administered in 4-6 to receive. I've corresponded via email with **** and to date no one knows anything. There were approximately 15-20 individuals who took these tests and are eagerly awaiting their credit so they can take their state test and get their state certification.

Desired Settlement: I'd like for myself and the students in the class to receive their compensation.

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 ***** ****, Regional Director of Operations College of Education and, based on that review; GCU has determined Ms. *****’s complaint requires further action. This determination is based on the following information:
The Principal Pilot Test mentioned in Ms. *****’s complaint is not a GCU sponsored program.  ******* ********** ******* was responsible for administering the Principal Pilot Test.  In addition, ******* ********** ******* is contracted with the Arizona Department of Education to provide the Arizona Educator Proficiency Assessments (AEPA) program.  The Principal test went through an update and as part of that update; Pearson reached out to various Arizona universities and colleges to assist in a pilot testing. Therefore, in regards to Ms. *****’s request regarding compensation for participating in the Principal Pilot Test, Ms. ***** can contact ******* ********** ******* at ************ or she can contact ***** ***** at ***************************.  

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,


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

 

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 

 

6/17/2014 Billing/Collection Issues | Complaint Details Unavailable
6/6/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I was due to start online classes with Grand Canyon University April 21, 2014. My student advisor ****** ****** called me to walk me through the first day of class, he advised me to post my biography on the class wall and how to naviagte the site. I was having issues with the online learning, navigating through the pages etc. I informed my student advisor and financial advisor 4/22/2014 that I was having issues navigating through and wanted to withdrawl from class. Little did I know that if I was to post in the class I would be responsible for a percentage of that class. My student advisor did not advise me that, if I posted in this class, that I would be responsible for the fee. Yes I did sign a contract with them but I believe that the student advisor should have informed me that if I post in this class that I would be responsible.

Desired Settlement: I would like them to remove any charges against me, I feel that this was a hidden fee.

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 the Regional Director of Operations for Military Students – ***** ******** and, based on that review, GCU has determined that Ms. ******’s complaint was appropriately resolved. 

As a customer service convenience to the student, GCU has decided to write-off the charges for the course Ms. ***** is referencing in her complaint. 


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 

 

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,

***** ******

 

6/3/2014 Billing/Collection Issues | Complaint Details Unavailable
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

4/25/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up at Grand Canyon University and spoke to **** ********* the Enrollment Counselor. When I spoke to him, he told me all the forms I need to fill in to be able to attend the University and to obtain my Financial Aid including the Direct Loan MPN and Entrance Counseling, even after I stated few times I am not interested in applying for loans. **** ********* said I needed these forms filled in regardless and I was not aware I signed up for the Loans since he stated "It's just a procedure". I thought it was part of the Financial Aid (Pell Grant) and he even stated it. He told me to go ahead and start the class on 12/23/2013 so that I can activate my enrollment. I asked few times about the financial Aid and he kept on telling me I would receive a phone call from my financial adviser. After not receiving a call, I emailed ***** ********* ***************@gcu.edu on 12/29/2013 which I have the email to prove that I have emailed her and asked her about the Financial Aid and how the Aid would be disbursed. When I looked at my ***** information I qualified enough to cover a semester. I got a call from ***** on 12/30/2013 while I was at work and I proceeded to leave voice-mails since each time I try to get in contact with ***** she is either out of the office due to a holiday or she is just not available. It's very hard to reach the financial adviser at GCU. I shouldn't have entered the class knowing that the whole procedure didn't make any sense and I was getting a runaround but in faith of Christianity, I gave it a chance. When I did spoke to *****, she advised me that she didn't have the information on my Financial Aid and what I have received. The first phone call with her yet again I stated I was not interested in Loans and she told me if I do get any I can always return them and that I had a choice to do so. She never once stated that loans were actually taken out and how they would be charge each course. I never got any accurate information at all, and if each call is recorded, you will get the proof that I have stated many times my feelings on loans and not once did ***** nor **** acknowledge my concern about the loans. They let me believe I was only going to have the Pell Grant and I was under impression that I would be receiving loans as in scholarships that I don't have to accept. I received a bill of $2,220 and I called **** to ask about the status on my Aid, he told me if I didn't qualify for Financial Aid I wouldn't have been able to enroll and how they will "guarantee" I will. I found that very odd and the only way I did find out about the loans is when I received a letter from ******. With all the runaround, I was very confused about the whole Financial Aid and I decided to research GCU and found out that they have been sued and multiple complaints with students being scammed, especially students who are not native English speakers. I believe I was a easy target to manipulate, and when I did call ***** to talk to her about the Loans, it took a while to reach her again since she was out of the "office". I decided not to raise an issue or have her know that I was suspicious, and wrote down everything she has said to me. She told me all these things she has "apparently said to me" which is all a lie. I never got any information about my Financial Aid till it was disbursed on 2/12/2014. I was under the impression I would get $4,295.00 from Pell Grant, she said I only got $2,148.00. I asked what the GCU $ 2,170.00 Retention Tuition Credit meant, she said students get that back from what is unused and I have the choice to return it back and it would be used against my Loans. I never received that money, nor did I waned it. It makes no sense to me why they haven't used the full Pell Grant? And why would you tell me I would get unused portion back? I was very confused, which was their main target to manipulate me. I asked why were the loans taken out then, her response of course was " You signed up for it". She waited from December till after they made the profit and making sure I was 100% locked in two courses to put the blame on me even after I have stated multiple times I NEVER wanted loans. I wouldn't have signed up with GCU if I knew they charge three courses at once and lie that the Pell Grant wouldn't cover enough. I have enclosed a screenshot, I never accepted those awards. After I spoke to *****, I went back to check and the "Accpet Button" was gone. After I gathered all of my notes and research, and judging by their tone of voice and manipulate way of providing information I knew I was scammed from the start. It was all ready to late because I entered the first and second course without knowing about the loans and that I would own 100%, this is why I couldn't reach ***** ********* until they made sure I entered those courses. I have made multiple calls about the Financial Aid and Grand Canyon should be ashamed and I am disgusted how a Christan school who hides behind God can scam students like this. Normal schools would gather all the information and wait for Financial Aid instead of lying to student to get a profit out of them. Once I figured out what was going on, I called **** because I was unable to reach ***** and demanded to have the Loans returned after I got a clear understanding what was taken out on my name. **** also started to give me a round around and said I got a new Financial Adviser ******* *****. I knew right there and then I was a victim with all the others, and I told **** exactly I refuse to be a victim and I read the complaints and the same story line was used on me. I emailed ******* ***** and she told me that ***** ********* is still my adviser. Finally I reached ***** and the whole blame was put on me because I signed something I had no idea it was about Unsubsidized and Subsidized Loans and was manipulated to believe it was for the Pell Grant. ***** yet again proceeded to tell me something I had no acknowledge off and how she went over this information that was all new to me. I was lied to from the start and If I stated many times to **** and ***** about my beliefs on the Loans, and each time they manipulated me to believe something completely different. I told ***** I wanted to return the Loans and she told me the first two courses have been used and can't be returned after they made sure they made a profit. She told me I will have to pay back $1,800 in Loans and I even started I wouldn't continue because I was taken advantage off. She told me it's best to continue on, I told her I would call her back after I spoke to ***** and never stated I would continue with GCU. I got a letter now stating I have to pay back $2,403.63 in Loans and $1,555.00 to GCU. I called ***** today 4/15/2014 to ask her about the Loans and she said because I didn't drop out that it went against me. ***** did not mention anything about dropping out and that the rate would go up if I was inactive through the second course, even after she was under impression I wouldn't continue on and through the whole conversation she never once mentioned any accurate information yet again. She is very unprofessional and lied that she did go over something I never once heard from her, once she and the school made a profit, the ugly side of the truth come out of her. I am very disgusted by GCU and this school needs to be investigated and so many students are in debt because of GCU. I do feel like I was a victim, and I never got a clear understanding how the Financial Aid would be disbursed. They take out Loans to profit off students and manipulate them to sign and believe something completely different. I refused to pay back GCU, and the Loans I will fight in court if they refuse to fix this issue. Please investigate GCU and take actions against them, prevent others from getting scammed. Thank you.

Desired Settlement: I want the full Loans returned back and the balance of $1,555.00 that I own GCU discharged.

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 Regional Director of Operations ***** ******* and, based on that review GCU has determined that Ms. ******** complaint was appropriately resolved. This determination is based on the following information:

When Ms. ****** completed her financial aid paperwork she was led to complete all documents necessary to apply for both Federal Title IV loans and grants. Upon completion of these documents the Office of Financial Aid evaluates and packages both loans and grants if eligible, unless advised differently by the Student Services Advisor. Ms. ******** Student Services Advisor attempted to contact her prior to her course start date to complete a welcome call in which funding would have been discussed, however she was unsuccessful in reaching her. Because this conversation did not take place and changes were not noted, the office of financial aid packaged both loans and grants. Once the counselor was able to speak with Ms. ****** they did discuss both types of funding as well as the additional credits that Ms. ****** was eligible for. However, by the time that Ms. ****** advised she no longer wanted the loans she had incurred a balance for her courses and was advised that upon receipt of payment for these course the loans could be sent back to the lender. 

Grand Canyon University strives to provide world class customer service and after careful evaluation of her history, though we were unable to reach Ms. ****** for a welcome call to review the financial information, we have made the decision to return all funds to the lender. This will leave a balance on Ms. ******** account which will be written off by GCU.  As a result, Ms. ******** account will have a zero 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,


***** *******
Regional Director of Operations
*** ********* College of Business
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.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

***** ******

 

4/19/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I've emailed Grand Canyon several times requesting my credit report to be cleared as promised. As a veteran, I was approved for educational benefits but my adviser was let released from employment and it did not get filed correctly. (GCU FAULT) I found this out because it prevented me from closing on a mortgage loan. (PISSED) I have called, emailed, and left messages countless times over the negative credit listing and it's still on my credit report after I promptly sent the missing paperwork back to the school a second time. This happened SEVERAL months ago and the military released the funds in full SO I owe them NOTHING plus I paid everything on time like requested. I'm asking for my official transcript they are holding along with the negative credit remarked listed by GCU. I'm upset, how I was/currently treated by Grand Canyon University. I've left tons of emails and phone messages and no one calls me back. I'm asking for my transcript plus for them to remove the negative remarks on my transcript ASAP. I've had to retake the class because they are wrongfully holding my transcript for funds they failed to collect on.

Desired Settlement: I want a refund and my credit history cleared. The credit has been wrongfully on hold to long for points toward my certification.

Business Response:

Dear BBB,

 

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 – ***** ******** – Military Division and, based on that review; GCU has determined that Mr. *******’s complaint was appropriately resolved. This determination is based on the following information:

 

GCU spoke with Mr. ******* and understood his concerns.  In an effort to resolve his concerns, GCU submitted a request to retract the collections notice from his credit report.  After speaking with Mr. *******, he was satisfied with the outcome and had no further questions.

 

 

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 

4/19/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have also had trouble with Grand Canyon University. It started last year when I had some trouble with a family emergency and failed a class. I had to pay for the class and re take it. I questioned why I needed to pay again and they gave me a grant to cover payment. Now I understand needing to pay for classes taken but why do I have to pay them for failing a class, they did not put give the money back to my loan people for the failed class and I had to pay for the class I retook. Then after the next 2 classes I noticed did not receive my Stipend so I looked into my financial aid and saw problems. I requested a review into why things in my report were wrong. I got a run around and told that a request would be submitted but I was not given the opportunity to speak to anyone in that department. I was sent the stipend I was to receive it was only half of what they had been but I figured as things were corrected it would be fixed. There were more family emergencies and some hospitalizations and 2 more failed classes which had to be repaid and the retaken classes paid for. I was sent more stipend money I was never sent anything about what was being found in the review. On my last class failure I was told that I was sent too much money and now I owed them. I now owe them over 3 thousand dollars and my classes are on hold. when I called them to work things out I was told that they would work with me to keep things going if I paid for the failed class again and I told them I needed to wait till I receive my tax return I was told just all when I was ready . I received my taxes and called them and was informed that I had let things go to long (five weeks) and there was nothing they would do for me. I printed out my account and sat with a calculator and discover many mistakes and the fact that I owe them nothing and have a credit to my account. When I addressed this to them I lost all ability to access my accounts and a bill for the total amount.

Desired Settlement: I want the errors corrected and to be able to complete my classes

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:

 

During her current academic year Ms. ********** had two failed courses and withdrew from one of her courses well past the refund deadline.  As a result, this extended her financial aid year by three courses.  Financial Aid regulations state that students are financially responsible for failed courses.  In addition, per University policy, students who drop/withdraw from a course during or after week 2 are not eligible for a refund. However, GCU did allow Ms. ********** to retake one of her failed courses at no cost to her and applied a scholarship covering one of the failed courses in the amount of $1,740.

 

Additionally, Ms. **********’s excess funds (stipend) were miscalculated and a check in the amount of $2,228 was sent to her in error.  When this was discovered, GCU asked Ms. ********** to return the funds to GCU so that the $2,228 could be applied to her account balance in order to reduce her balance.  However, Ms. ********** failed to do so and spent the money instead. 

 

As a result of the above information, Ms. ********** currently has an account balance of $3,613.  This was explained to her on January 10, 2014 by Student Service Manager ****** ******.  Ms. ****** also explained that in order to resolve her current financial obligation, Ms. ********** would need to make a one-time payment of $1,740 and a payment plan would need to be set up to resolve the remaining balance.

 

In an effort to resolve this matter, GCU is willing offer Ms. ********** an additional scholarship of $1,500 towards her $3,613 account balance.  This would leave her with an account balance in the amount of $2,113.  She would then need to pay $700 towards her new account balance prior to starting classes again with GCU.  Once the $700 payment is made, Ms. ********** will have a remaining account balance in the amount of $1,413 Ms. ********** will then need to set up a payment plan in order to pay this remaining balance in full before the end of her current academic year.  In addition, Ms. ********** will be allowed to determine when these payments will be scheduled.

 

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,

 

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

Regional Director of Operations, College of Education

Grand Canyon University

3/17/2014 Problems with Product/Service | Read Complaint Details
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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 

3/6/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have try dealing with my current academic adviser and have had rediculous difficulties in conducting simple matters with her at least 4 times. One time I needed transcripts sent and the card issue was off. I'd called and left several messages on phone and email for a simple resolve and she never got in touch with me. I don't know if she is overtasked or what. She took over for the financial adviser role too and that's unfortunate because that person was the one to finally help a few times. I even had to drive in to their call center office to try and get a face to face. Recently I've asked for simple clarifications on this question regarding financial records and she does not respond or finally responds and then doesn't do anything, then I try reminding her for help and she doesn't respond. I have serious needs coming up regarding my education validation for state license, and after 60,000 dollars paid at your school, I'm not about to have things postponed due to this person being too busy or intently avoiding help me for whatever reason. I am tired of it and it makes no sense. I'd been switched around before and this person is by far the worst responder and I've complained about it and nobody switches me to a better person.

Desired Settlement: I need a different more available, more capable representative for my adviser needs and I'd like the contact information for this new person's supervisor so if I have issues they can be promptly handled. I want a different team supervisor and new adviser asap. I'd like to hear that my current adviser, ******* **********, is somehow taught how to conduct important business matters and that she needs to learn better respect for the needs of someone spending 3 years and 60K at her school. Thanks

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 Business Division and, based on that review, GCU has determined that Mr. ******* complaint was appropriately resolved. This determination is based on the following information:

 

Issue

  • Student contacted Student Service Advisor (SSA) various times
  • The student’s concerns were not addressed in a timely manner by the SSA

     

    Student conversation and Resolution

  • Student Services Manager spoke with student on 3/3/2014
  • Student Services Manager is sending student statement of fees on 3/4/14
  • Student Services Manager is recoding student to new SSA as requested by student
  • Student is happy with this resolution

 

 

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,

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

Assistant Vice President/ KBCOB & CAS

Grand Canyon University

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,

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

2/25/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Between 2006-2008 I was looking into universities requirements for Master's Program in Special education, I called many universities and Grand Canyon University was one of them. I made a decision to attend ******** ***** ********** because Grand Canyon is not offering what I needed. I never attended the University; not even for orientation or a class with Grand Canyon University. I made inquires and that was it. During the time the Grand Canyon University personnel had asked about my personal information-name, address and social security number and e.t.c., which I provided to them. After a couple of years, Grand Canyon started calling me and threatening that I pay them two thousand dollars plus or they will send my name to collection agency. I was surprised and felt that they wanted to take advantage of me. I asked them: Why should I pay? Should I pay for inquiring about your school and the program it offers? Also, I explained to them I never even completed admission process, and never registered a class with them. They stopped calling me. On January 24, 20014 at 9:54 am, I received a called from somebody who identified him/herself as "an attempt to collect a debt, this call may be recorded, any information gathered can be used against you, can you verify your social security number". I was upset and did not comply. I told the individual that I never registered or took a class with Grand Canyon University. Again, on January 31, 20014, another individual who identified himself as, *** ********* from Account Control Technology called to collect two thousand dollars plus from me for attending Grand Canyon University. After, I spoke with *** *********, I called Grand Canyon University to settle matter. The receptionist transferred me to someone and I left a message. All my attempts to have Grand Canyon University clear me from this unwarranted charges and defraud have proved abortive

Desired Settlement: I want Grand Canyon University to write to Collection Agency and ****** ****** ****** to clear my name of this debt or take my name off their records. Then send a letter to me showing that they have cleared me off the agencies' records.

Business Response: Grand Canyon University (“GCU”) is in receipt of **** ********** 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. ********** complaint was appropriately resolved. This determination is based on the following information:

Ms. ******** posted her introduction into course SPE/529 which started on 5/5/2008, which is contrary to the statement in she makes in her complaint indicating she did not complete the enrollment process.  Ms. ******** did complete the enrollment process, started her program and posted in the first course of her program.  Based on University Policy for that enrollment term, Ms. ******** did not officially drop from the course and her program within 21 days from the start date of the term.  Therefore Ms. ******** has been assed tuition and fees for her term in the amount of $2,570.00

The outstanding tuition and fees due to Grand Canyon University are valid and immediately due.  Upon receipt of payment in the amount of $2,570.00 to Grand Canyon University will remove her account from the collections process and report the the crediting entities that her balance was paid in full. Enclosed is a copy of her accounting ledger and verification of posting in her program.

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

2/22/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have for about 3 months now attended Grand Caynon University and have got nothing but a hard time from them. They said they were a helpful college but on several instances the Instructor **** ********* has tried to detrailed me into failing Gcu.I have withdrawn today because of his teaching practices and methods. I have received a letter from the college detailing a violation of student of code conduct, I have on several times have tried to call my advisor to no response from him. **** has on several times have given to me 0 grades on assignments, I ask him for response and my outrage and he in return turns me in to the college. I have told him on several instances of my working conflicts but to no response from him. He told us students over the Christmas Holiday not to post any questions but he in return talked to a student during that period dated the 3rd of Jan. When I e-mailed him about this, he in return sent that personal e-mail to the college stated that this was bad behavior and thus a violation of Student Code of Conduct. I am a Veteran and believe that my rights have been violated by this college for non-response to a potential problem. I furthermore will never return to Grand Caynon University because of this.

Desired Settlement: I wish to be left alone and my Student Loans to be returned. I also want no contact from GCU or anyone else. I will ask that **** ********* be relocated to another department and a mark be put on his record.

Business Response: Grand Canyon University (“GCU”) is in receipt of ****** ************ complaint and we value the opportunity to respond.  The issue has been reviewed by the Military Division – Regional Director of Operartions, *********** ********, and based on that review, GCU has determined that Mr. ************ complaint requires further action as Mr. ********** has not returned any phone calls to the University. This determination is based on the following information:

Mr. ********** started his program with the University in November 2013, and during his first course experienced a communication break down and misunderstanding with his instructor.  While trying to work out the concern with the instructor, Mr. ********** resorted to using inappropriate language and conduct toward his instructor in the online course.  Ms. ************ instructor correctly followed GCU protocol and worked with the University to issue Mr. ********** a student code of conduct warning to alert him that his behavior will not be tolerated.  Upon receiving the letter, Mr. ********** dropped out of his degree program.  All attempts to contact Mr. ********** have failed as he has not returned any voicemails left for him.

No settlement has been offered to Mr. ********** as he has not responded to our numerous attempts to contact. 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 Operation

2/1/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I initially called an Grand Canyon University (GCU) to enroll in the Secondary Education Masters program; but the enrollment counselor suggested Special Education (SPED) because of the financial assistance available and because the SPED degree was versatile and would allow me to teach secondary general education classes. I was about 2 classes into the program when I learned I couldn't teach general education as I was advised. The school provided a change in program, but no reimbursement for lost time or tuition for their error. I opted to stay in SPED, but upon graduating I enrolled again, on the promise of a new enrollment counselor that I could get an Institutional Recommendation (IR) without a second student teaching. I made sure to verify with multiple states (all said if the university allowed it they would accept it), as well as my academic adviser and her supervisor. Half way through the first course, I was informed I must student teach the second time in order for me to get the IR I need for licensing. Again, no restitution offered. I wasn't even permitted to drop the class. I had to continue to give my time so it would not impact my GPA (which it still did). In addition, upon graduating, I discovered the ***** ***** that was promised me was not files. Of the $17,000 grant I could have earned to pay back my loan, I was only awarded $4,000. All forms were submitted from my end as instructed by my financial advisers, but they had failed to submit the paper work from their end. Now, I have been graduated for almost a year, and still not able to meet my career goals, held back by school loans, and was just informed by GCU I cannot use the rest of the ***** ***** for another degree. GCU's error has cost me a great deal of time and money, I am struggling to recover from. I have made attempts to contact individuals about these issues. Until reaching someone today, I have had a few message about the ***** ***** issue go unreturned. When a person is reached, I have been told they would inquire of their supervisors and return the call--they had not been returned.

Desired Settlement: I would an agreeable portion of my tuition refunded, in particular the ***** ***** amount and the tuition for the General education course I took under their promise I could earn license.

Business Response: Dear BBB,

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

After reviewing Mr. ********* account it has been determined that the student did receive one year of ***** ***** eligibility in the amount of $4,000.  Each graduate student is eligible for up to the maximum of $8,000 per Master’s program if all paperwork is completed.  After receiving the first $4,000 in ***** ***** for the 2011/2012 year, the student never completed the paperwork required for the 2012/2013 ***** ***** of $4,000.  Instead, the student was awarded the maximum amount of student loans per his request on the federal master promissory note that was signed.  The student did not and has not completed the required paperwork for ***** ***** to this day and is not eligible for any additional grants as he is no longer in attendance with the university.

The second concern that was reviewed was the student starting a second program due to communication from his enrollment counselor that he would not need to complete student teaching.  After reviewing this aspect of his account he did successfully complete the course and he was informed by his counselor that he should speak to his state’s ********** ** ********* regarding his ability to teach at the secondary level without taking the student teaching component of Secondary Education.  Mr. ******* found out that he would need student teaching at the secondary level after he had already started the second program. And at this point he chose not to continue into his second class. 

After reviewing all aspects of ****** account and speaking with him on the phone the university is willing to offer a credit in the amount of $1,582.20.  By doing this the university will be returning $1,582.20 of ****** student loan to reduce his total loan balance owed to his lender which was his concern.  The university has already returned $2,358 of ****** loan in accordance with federal regulations and he also received his last stipend of $3,898.80 in March 2013.  In total, **** has received over $19,000 in stipends that he did not return to the lender that could have reduced his monthly loan payments.  Grand Canyon University supports responsible borrowing and we did inform **** that it is in his best interest to return his excess funds; however students are not required to do so.   

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 ****er to a satisfactory conclusion.  

Sincerely, 
******* *****
College of Education
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.

GCU claims my financial record shows I received $4,000 in ***** ***** the "first year," but failed to complete paper work for it the second year. However, I don't believe I received the first $2,000 the first year. In an email I have dated 8/9/11, after the first $2k was missed, my financial advisory stated, "I do apologize for my error in not submitting the 10/11 ***** ***** application on your behalf. Please complete a new form, Agreement to Serve and the Entrance Counseling." Which was resubmitted, but could not be backdated. It would appear the second year (2011-2012) was the year that I receive grant money, but did not receive it during the 2012-13 year. As I recall, I had check to see if I needed to submit a new form, but was told the paper work completed prior would be sufficient. This, I believe, was stated in a phone conversation. Whether or not I am believed concerning the last payment of the teach grand for the 2012-13 error, still I believe sufficient evidence demonstrates failure on the part of my advisor for the first $2,000. May I point out, GCU's acknowledgement of my attending 2010-11 school year, yet ignores mention of that payment, asserting my "first year" was 2011-12.  

In regards to the "second concern" of starting another program due to inaccurate information on the part of multiple staff (similar to incorrect information during my first enrollment), GCU argued that I was advised to speak to my state's ********** ** *********. This statement is followed by the fact that I "found out" that I would need student teaching, but does not mention that I learned of this from GCU--Not from my State's ********** ** *********. As a ****er of fact, I called and spoken with 2 or 3 state's Departments of Education and was advised by them that if the University would accept it and provide an IR, they would accept it. This was communicated back to GCU and I was stilll assured by my enrollment counselor, my Academic Advisor and her manager that GCU would not require student teaching. I had several conversations, and check multiple times with both school districts and GCU representatives. It was not until mid-course that my academic advisor was absent and in speaking with another advisor in her place, was I informed that IR without the second student teaching would be "to her knowledge" impossible. Multiple phone conversations later I was assured this was the case, and in demanding to speak to someone higher than an academic advisor's manager, I was informed it would be impossible. It is my present understanding that managers were to direct requests for someone of higher standing, to ****. In multiple phone calls, this was never the case. I was also informed that withdrawing form the course this late was not an option. I was informed that I had two choices--finish the course and protect my GPA and forgo any chance of a grievance process. or fail the course, lower my straight A average all for a 1 in a million chance of the grievance process. Those I spoke too, insinuated the grievance processes would not get me a refund. Under extreme stress at the time, I did what felt the wisest to do. I did what it took to pass, but did not find it worth the time to get the A grade my other program grades reflect. GCU also mentioned my "over $19k stipends" received as an argument against my wanting to lower my monthly payments. I don't understand the point of this argument or what it proves or supports. I had desired to return the first stipend received but was advised by a GCU representative, that "some students keep the stipends in case of emergencies, then return it upon graduation." This seemed wise. And it did aid us in multiple career and school related needs during my school years.  My understanding is that I could spend it in any manner I choose, so it seems unfair to bring it up as some allusive evidence that somehow GCU should be accountable for their misinformation. I believe I have very detailed financial accounts and feel most of my spending to have been wise. If GCU's argument has any barring on the outcome of this complaint, I would be willing to provide some financial records related to my spending--but at this point, I don't know what good it would do. Lowering my payments was not the reason for my complaint with the BBB; but the continual misinformation from GCU that has brought me lost time and money, as well as other stresses and difficulties. 

I appreciate GCU's willingness to award $1,582 and am in agreement that the money should be returned to reduce the balance of my loan. In discussing this resolution the other day with ****, I had made the decision to reject the offer, but upon understanding this process with the BBB further, I would accept whatever portion of the $8,000 I requested that they will a lot me, as a partial resolution--but not full. I will, however, insist that information about my complaint and proceedings still be public record for others to read unless full payment is made. I do believe this partial payment is not the full amount of a single class. There was so much more lost than money in this business arrangement, I am sometimes unsure $8k is enough to let it go. As my first degree was based on false information, I believe a good business would refund the whole amount; especially as I am constantly looking for employment other than where my degree has gotten me because it did not qualify me for what I was told. Neither program I began with GCU was what it was advertised to be. I don't know if I have legal footing for asking for $8k, let alone more. GCU may have the upper hand with the law, but what is legal is not always ethical nor right. The undesirable situation I am presently because of continual misinformation by GCU leaves me to think I am doing GCU a favor by requesting such a low amount to end this issue. 

Regards,
**** *******

Business Response: Grand Canyon University (“GCU”) is in receipt of **** ********* rebuttal comments to his complaint and we value to opportunity to respond.

After speaking with Mr. ******* on December 30, 2013 I informed him know that currently I was able to offer $1583 towards the one class he took in his second program with GCU.  I also let him know that I would conduct a search for the documents that he stated he had completed for his 10/11 teach grant.  After speaking with him initially, I was not able to locate the documents in GCU’s system so I went online to look with the ********** ** ********* where I ultimately did locate his Agreement to Serve document and his Entrance counseling document that had not been sent to the school.  In the meantime, I also looked into GCU’s archived emails and was able to locate the ***** ***** application Mr. ******* sent to his finance counselor in January 2011.  After collecting all documents and reviewing Mr. ********* GPA to determine his eligibility for the first semester I was able to determine that he is eligible for an additional $2,000 in ***** ***** that we are happy to offer to him.  I did email him on January 9, 2014 to let him know that his documents were located and let him know of the additional $2,000.

At this point in time, the University has reviewed Mr. ********* follow up complaint and we have offered the amount that is owed to him based on the facts of what his account shows he is owed.  Mr. ******* was aware of the program that he selected when he started and he did have the opportunity to discontinue his program at any time and switch to a different program but he chose to stay in the program, successfully complete the course work and graduate with his degree.  Grand Canyon University is not responsible for the excess funding that was taken out above and beyond the tuition charges on Mr. ********* account. The university is willing to reduce Mr. ********* loans for the $2,000 ***** ***** disbursement and we are also willing to offer one full course in the second program that he chose not to finish in the amount of $1895.10 for a total credit of $3895.10.

If this is agreed upon please notify the university so this transaction can take place.


Sincerely,
******* *****
College of Education
Grand Canyon University

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

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

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


 

 

11/9/2013 Problems with Product/Service | Complaint Details Unavailable
11/5/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: the school mislead me to believe i would be able to finish my degree there school to find out they want me to come up with 12,000 dollars which never was brought up till funding was absolete .

Desired Settlement: I want my money back so i can finish my degree elsewhere since they cant give me the proper information to do so. Full coverage .

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:

On December 6, 2010, prior to Ms. ******* ******’s start with GCU, a finance counselor discussed that Ms. ****** was close to her aggregate financial aid limit. This subsequently meant that Ms. ****** would be required to seek an alternate loan or pay out of pocket for classes to complete the program.

Over the course of Ms. ******’s program at GCU she has been awarded additional financial aid funds to the amount of $8,664.52 which could have been used towards this cost of attendance. As was communicated with Ms. ****** on May 7th,
2013, these funds plus the $4700 remaining in financial aid funds would leave Ms. ****** with no additional out of pocket for this academic year. There would be a total out of pocket of $2610 for the remainder of the program. This potential out of pocket expense was outlined prior to Ms. ****** starting the program with GCU.

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 

10/29/2013 Problems with Product/Service | Read Complaint Details
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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,

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

 


Customer Review(s)

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Customer Reviews Summary

22 Customer Reviews on Grand Canyon University
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