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Description

Founded in 1996, Northcentral University (NCU) is a global, online, graduate-focused university. Theregionally-accredited University offers doctoral, master’s and bachelor’s degrees in business and technology management, education, psychology, and marriage and family therapy. Northcentral University has academic and administrative offices in Prescott Valley and Scottsdale, Arizona. 

BBB Accreditation

A BBB Accredited Business since

BBB has determined that Northcentral University, Inc. 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.

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Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for Northcentral University, Inc. include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 43 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

43 complaints closed with BBB in last 3 years | 19 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 4
Billing/Collection Issues 12
Delivery Issues 3
Guarantee/Warranty Issues 0
Problems with Product/Service 24
Total Closed Complaints 43

Customer Reviews Summary Read customer reviews

6 Customer Reviews on Northcentral University, Inc.
Customer Experience Total Customer Reviews
Positive Experience 2
Neutral Experience 0
Negative Experience 4
Total Customer Reviews 6

Additional Information

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BBB file opened: June 02, 2000 Business started: 08/06/1996 in AZ Business started locally: 08/06/1996 Business incorporated: 08/24/1998 in AZ
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 Commission for Post Secondary Education
2020 N Central Ave, #650, Phoenix AZ 85004-4503
http://azppse.state.az.us/contact_form.asp
Phone Number: 602.258.2435
Fax Number: 602.258.2483

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

Type of Entity

Corporation

Business Management
Mr. George A Burnett, Chief Executive Officer/President Mr. Corey Carpenter, Complaint Handler
Contact Information
Principal: Mr. George A Burnett, Chief Executive Officer/President
Customer Contact: Mr. Corey Carpenter, Complaint Handler
Business Category

Schools - Academic - Colleges & Universities Schools - Business & Vocational Schools - General Interest Behavioral Education Services

Alternate Business Names
Northcentral University

Customer Review Rating plus BBB Rating Summary

Northcentral University, Inc. 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

  • 10000 E University Dr

    Prescott Vly, AZ 86314 (928) 541-7777 (888) 327-2877

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Additional Phone Numbers

  • (888) 327-2877(Phone)
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Complaint Detail(s)

11/17/2014 Billing/Collection Issues
11/12/2014 Billing/Collection Issues
11/9/2014 Problems with Product/Service
10/28/2014 Billing/Collection Issues
10/28/2014 Problems with Product/Service
8/29/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been enrolled in this institution for approximately 8 years and have yet to earn a doctorate degree. I have experienced numerous changes to committee members that require re-writes each time. I pass the expectations of the committee to be rejected by another NCU committee. This is a documented complaint that is pervasive across doctoral students. I endured numerous re-writes of a Concept Paper (Chapters 1-3 of a proposed dissertation) and I am now doing the same with the Dissertation Proposal. Both papers are identical with the exception of format. The problem seems to be that one committee does not know the expectations of. another committee. In fact, that very statement has been communicated to me. I have been told that this paper would be accepted because the committee chair and the committee member were the determining factors, but that is not the case. I was also told that I have been "caught up in the changes" made by the institution. Most importantly, I am being asked to justify my study and I have been told via a telephone conference with an *** member that my proposed study is valid. I have been instructed to spend countless hours perfecting a Literature Review and now the emphasis is on justifying the study.

Desired Settlement: I would like my Dissertation Proposal to be accepted. If it is not acceptable,, I would like my committee members to assist me before sending it on to the next committee. I should be grandfathered in to the program I started, and not be the result of a person caught between the rock and a hard place! I have a 30 thousand dollar loan and I pay out of pocket tuition monthly. There appears to be no end in sight. This is a money making operation and this institution does not provide the necessary support for a doctoral student that a traditional institution provides.

Business Response: Dear *** *****

Part of Northcentral University's overall mission is a commitment to helping students achieve academically and become valuable contributors to their communities and within their professions.  We appreciate the opportunity to work with you through this matter. Unfortunately, FERPA privacy rights preclude us from discussing the details of the student’s record to an unauthorized third party in response to the complaint.

In Northcentral University’s Candidacy Resource Guide it states “After you have successfully passed the Comprehensive Examination, there are several milestones in the doctoral candidacy stage. Each one represents a significant accomplishment on the way to obtaining a doctoral degree. It is the student’s successful progression through these scholarly works that facilitates graduation.

1. Concept Paper (CP)
2. Dissertation Proposal (DP)
3. Institutional Review Board (IRB) Application and Approval
4. Dissertation Manuscript (DM)
5. Oral Examination

The dissertation journey is unlike any other academic endeavor and can be a very humbling experience even for the most educated of people.  It is a learning process that takes a student and turns him or her into a scholar. The journey is not for the faint of heart and it demands a mastery of many different skills sets in order to be successful.  These skill sets include but are not limited to: communication (verbal and written), active listening, critical thinking, and conflict resolution. Students are expected to work closely with their course faculty, assigned Chair and committee members to navigate the dissertation process. Responsiveness to feedback is critical for learning and growth.
 
It is not unusual for candidates to experience challenges in their personal evolution from being a student, consumer of information, to becoming a scholar, a producer of information.

At this time, the University considers this matter to be resolved. Sincerely,
Office of Legal Services Office of the President

 

8/11/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: This school is not true to its word and just want to make money off of students and drop them because according to them they haven't met qualifications. In the course of 4 yes I have had 4 different academic advisors and 3 different dissertation mentors. **** ******** approved my paper and told me to make some corrections and she would send it to dissertation board. Well 3 days later, after making the proper changes, I received an email that Dr. ******** will no longer be my dissertation mentor. I receive a new professor and he wanted me to start my concept paper from the beginning. Devastation one professor states its fine for approval and all of a sudden its no longer good enough so I can't have it sent to the board. I complained to my academic advisor which is advisor number 4 and she told me to talk to my new professor. I did and we could never see eye to eye and paper never met his standards and the dissertation courses I took from him I failed. I personally feel that my assignments were not approved because I informed my advisor the professor and I were not getting a long and on purpose he was not approving my assignments so I could move on to have my paper sent to the board for review and approval.

Desired Settlement: Admission back into the PHD program. Move forward to have my paper sent to the dissertation chair/board for review and approval, so that I can graduate a receive my doctoral degree by December 2014.

Business Response:

Part of Northcentral University's overall mission is a commitment to helping students achieve academically and become valuable contributors to their communities and within their professions.  We appreciate the opportunity to work with you through this matter. Unfortunately, FERPA privacy rights preclude us from discussing the details of the student’s record to an unauthorized third party in response to the complaint.

Northcentral University is unique in providing constructive feedback prior to the dissertation proposal stage. This is to ensure that the candidate has a feasible and realistic plan that can culminate in a well- conceived, substantive, quality dissertation. Concept paper reviews serve to assess that the topic is appropriate and that the planned research is sound and practical within the scope of a doctoral program. The Concept Paper is initially approved by the Dissertation Chair and Dissertation Committee, and submitted for review to the Graduate School (GS). If, in the review, it is indicated that the research idea is feasible, the Graduate School will offer suggestions for improvements and the candidate will proceed to work on the Dissertation Proposal. If the Graduate School indicates that the research idea is not likely to succeed, then the candidate should, in consultation with his or her Dissertation Chair and Dissertation Committee, consider embarking on an entirely new project and write a new Concept Paper. It is not out of the ordinary for initial CP submissions to need some improvement. In essence if the Concept Paper is lacking in any manner, the student will not be able to find success in completing their dissertation journey.

 Additionally, in Northcentral Universitys published policy: Unsatisfactory Grades for Doctoral Students, Dissertation (DIS) Sequence - Any student who receives a third U” will be dismissed from the University. This applies to any combination of three “U” grades in the DIS sequence, whether the three grades are received in the same course or different courses.

Being associated with academic performance, we have been in contact with Ms. ****** on several occasions providing clarification, guidance and have evaluated the students record, academic performance, communications, faculty feedback, academic progression, and policies in response to her concerns.

At this time, the University considers this matter to be resolved. Sincerely,

Office of Legal Services Office of the President

Consumer Response: Better Business Bureau:

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

The school constantly changed academic advisors and dissertation advisors, which did not give me the adequate attention needed.  One advisor said that the paper was good and should be reviewed by the dissertation chair, then a new advisor was given without the student being notified in advance.  In this manner, the advisor felt that the paper should be rewritten.  The constant changes of staff does not give the students the adequate support needed to complete a dissertation.  Too much inconsistency due to the constant change in faculty and staff and this was not presented in any documentation that advisors will be constantly changed.  The school gives a false representation of what they are all about.

Regards,

******* ******

Business Response:

Part of Northcentral University's overall mission is a commitment to helping students achieve academically and become valuable contributors to their communities and within their professions.  We appreciate the opportunity to work with you through this matter. Unfortunately, ***** privacy rights preclude us from discussing the details of the student’s record to an unauthorized third party in response to the complaint.

All faculty members have earned doctoral degrees. They use a distinctive mentor-directed teaching model that provides individualized, substantive feedback to students as they progress through their programs. The interactive online learning environment provides structure which facilitates tracking and evaluation of assignments as well as attendance and academic progress. Being associated with academic performance, we have been in contact with Ms. ****** on several occasions providing clarification, guidance and have evaluated the students record, academic performance, communications, faculty feedback, academic progression, and policies in response to her concerns.

At this time, all issues have been reviewed, researched, and adjudicated properly in accordance with policies. I hope you find this to clarify the students concerns, please let me know if you need any additional assistance in the future.

Sincerely,

Office of Legal Services Office of the President

7/30/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I started the Business Administration Program focusing in human resource in the fall of 2012. I took one break in the summer of 2013. Then I took no breaks between classes in order to take off a couple weeks around Christmas and stay on schedule. I finished my class in the beginning of March and took a break to have my daughter. This was a medical break, which I discussed in advance with your staff. I had to take the rest of March off because my daughter was due on March 13th and we did not know if she would come early. I did not want to stop in the middle of a class. I had complications that required me to stay in the hospital longer then expected. When talking to *******, I was informed that I had three classes left after I came back. I have since completed one of the three. I’m now being told that was an added class and I still have three remaining. I was anxious to get started. I wanted to get as much schooling done while I was on maternity leave. As you know it is quite difficult going to grad school, working full time and having a newborn baby. Per my original contract and my discussion with ******* I should be able to continue with the original contracted number of classes. Students should be responsible for the original contract when a medical leave is required during the contract period. Especially when your staff tells them that is what will remain in effect. I should only be responsible to finish the original number of courses from when I started at NorthCentral University which are also the courses required according to *******. However, the course you added, MGT5026-8, I just completed. Please allow this added class to count toward the original contract and take the place of one of my final 3 classes. In that way I will graduate with the same number of classes as in my original contract, and I will graduate around the same time as scheduled.

Desired Settlement: My desired outcome is to honor my original contract credit hours for my Business Administration focusing in Human Resources. I should only have to take and pay for the original number of credit hours. This was discussed with my advisor, *******, before and after my medical leave.

Business Response:
 

 

Ms. Britnee Glass

Dispute Resolution Consultant

Arizona Better Business Bureau

 

 

RE: ********* **** ID #********

 

Dear Ms. Glass

 

Part of Northcentral University's
overall mission is a commitment to helping students achieve academically and
become valuable contributors to their communities and within their
professions.  We appreciate the opportunity
to work with you through this matter. 
Unfortunately, FERPA privacy rights preclude Northcentral from
discussing the details of the student’s record to an unauthorized third party
in response to the complaint.  

 

Being associated with
programmatic requirements, we have been in contact with *** ****, on several
occasions providing clarification, guidance and have offered every option
available to assist her in reaching her academic goals.  This includes a
special exception made by the Dean.  I hope you find this to clarify
the students concerns, please let me know if you need any additional assistance
in the future.

 

Sincerely,

 

 

Office of Legal Services

Office of the President 

7/26/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: A person claiming to be from Northcentral has contacted me after I withrew from the school demanding a 100 dollar payment. I requested the individual mail me a copy of the justification for the charge but he refused and stated email was good enough. If valid I believe the charge to be a scam and if not it may be a rogue employee trying to gain my financial information.

Desired Settlement: Provide me with a ** **** copy of the alleged bill so I can properly dispute the charges that I do not consider valid.

Business Response: July 11, 2014

Ms. ******* *****
Dispute Resolution Consultant
Arizona Better Business Bureau

RE: ******* ****** ID# ********

Dear Ms. *****,

Part of Northcentral University's overall mission is a commitment to helping students achieve academically and become valuable contributors to their communities and within their professions.  In accordance with Mr. ******’s specific requests for resolution, the University has been in contact with the student and is working with him on his billing/collection issues.

Please let me know if we can provide any addition information or be of any other service. Sincerely,

Office of Legal Affairs
Office of the President

 

7/6/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: This school is not true to its word and just want to make money off of students and drop them because according to them they haven't met qualifications. In the course of 4 yes I have had 4 different academic advisors and 3 different dissertation mentors. **** ******** approved my paper and told me to make some corrections and she would send it to dissertation board. Well 3 days later, after making the proper changes, I received an email that Dr. ******** will no longer be my dissertation mentor. I receive a new professor and he wanted me to start my concept paper from the beginning. Devastation one professor states its fine for approval and all of a sudden its no longer good enough so I can't have it sent to the board. I complained to my academic advisor which is advisor number 4 and she told me to talk to my new professor. I did and we could never see eye to eye and paper never met his standards and the dissertation courses I took from him I failed. I personally feel that my assignments were not approved because I informed my advisor the professor and I were not getting a long and on purpose he was not approving my assignments so I could move on to have my paper sent to the board for review and approval.

Desired Settlement: Admission back into the PHD program. Move forward to have my paper sent to the dissertation chair/board for review and approval, so that I can graduate a receive my doctoral degree by December 2014.

Business Response: Dear Ms. *****

Part of Northcentral University's overall mission is a commitment to helping students achieve academically and become valuable contributors to their communities and within their professions.  We appreciate the opportunity to work with you through this matter. Unfortunately, ***** privacy rights preclude us from discussing the details of the student’s record to an unauthorized third party in response to the complaint.

Northcentral University is unique in providing constructive feedback prior to the dissertation proposal stage. This is to ensure that the candidate has a feasible and realistic plan that can culminate in a well- conceived, substantive, quality dissertation. Concept paper reviews serve to assess that the topic is appropriate and that the planned research is sound and practical within the scope of a doctoral program. The Concept Paper is initially approved by the Dissertation Chair and Dissertation Committee, and submitted for review to the Graduate School (GS). If, in the review, it is indicated that the research idea is feasible, the Graduate School will offer suggestions for improvements and the candidate will proceed to work on the Dissertation Proposal. If the Graduate School indicates that the research idea is not likely to succeed, then the candidate should, in consultation with his or her Dissertation Chair and Dissertation Committee, consider embarking on an entirely new project and write a new Concept Paper. It is not out of the ordinary for initial CP submissions to need some improvement. In essence if the Concept Paper is lacking in any manner, the student will not be able to find success in completing their dissertation journey.

Additionally, in Northcentral University’s published policy: Unsatisfactory Grades for Doctoral Students, “Dissertation (DIS) Sequence - Any student who receives a third “U” will be dismissed from the University. This applies to any combination of three “U” grades in the DIS sequence, whether the three grades are received in the same course or different courses.”
 
Being associated with academic performance, we have been in contact with Ms. ****** on several occasions providing clarification, guidance and have evaluated the student’s record, academic performance, communications, faculty feedback, academic progression, and policies in response to her concerns.

At this time, the University considers this matter to be resolved. Sincerely,
Office of Legal Services Office of the President

 

6/21/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I contacted NCU about an online masters program, and told them I was not in a hurry to begin. I have a very hectic work schedule with projects which I am in charge of and take up a great deal of my time during them. I needed to know that there was a flexible schedule to turn in assignments, as I would have difficulty following a hard schedule at times. I was assured that they were very flexible and that assignment turn in would be no problem. I was very excited to start classes, as this is my subject of choice, and I have been looking to get a degree in this field for many years. Several people assisted me in beginning school, and they were of great help to my beginning the program. As I began classes, I found that the system took some getting used to, but that was ok, as there were systems in place to help me adapt, and they were changing things as well, mostly for the better. My first complaint came when they had a new teacher, with poor teaching skills, trying to guide students through online classes, grading strictly on APA style, which is more of a guideline than a hard design, and having strict guidelines on turning in papers. No papers could be turned in early, but had to be turned in by an end of week deadline. Strict attention was paid to any error, and grades were docked, sometimes severely for simple mistakes. I noticed that emails and contacts from her were filled with mistakes in grammar and spelling. It makes it frustrating when you notice such obvious issues and are being graded by this person. Next and more at issue was the grading policy for late work. I was told that NCU was flexible toward students and schedules, however, grades were dropped ten percent for each day they were late. This is a huge penalty for those of us with serious responsibilities and families. On two different locations on the new portal website, two different policies were listed with regard to assignment schedules. Only one talked of a hard schedule, while the other talked of the flexible schedule I had signed on knowing about. I called and ask my advisor for help. She did contact the teacher for both the grading issues and the issues with penalties. This did make life a little easier. Next and most at issue was the next penalty. During this few first months, I took 2 classes. It was a process to find the right way to schedule my time to pursue my degree while staying current on each assignment. I completed all of the assignments, even if they were late, because I felt that each was important to my growth and learning of this important subject. This caused several assignments to be late, docking my grade severely. This lead to being told that a professional courtesy discount which I had been given was now called a scholarship, and that because I received a B-, (due to the grade docking), that I would lose that money toward my tuition. I asked for help from my advisor, but when she heard that the "scholarship" money was a breaking point for me, I heard a noticeable change in her tone toward me and my problem. She told me that she would discuss my problem with those in charge and get back to me. She wrote an email and carbon copied me a one line question. Was the current policy to void monies for scholarships if grades were not at least a B. We had, by now, already found out the policy, and I was trying to get past that, to have them wait another class or 2 so that I could adapt to the schedule and issues I was having. This was made me feel all alone in the process, and that business went on without regard for the student and promises to him or her. Before I took a leave of absence to try to deal with these feelings and pressures, I was contacted by the school and informed that if I didn't get an A in the next term, I would have my schooling terminated. Then, during my leave, I was contacted and threatened with charges if I did not return to classes after my leave. All of these things put undue stress on me, and made it less than desirable to return to classes. I would be taking another class with this less skilled teacher if I continued. I would face paying tuition and then being removed for not keeping a B average if I did not pass with an A. Finally, they sent me a bill to pay for dropping a class after all they had done to me, and put me through. They wanted me to pay some more money for dropping a class on time...with the policy of no charge when dropped right away. Also, while I was on leave, they barred me from my student portal, with all the information about my classes, future classes, and school policies, leaving me without a way to even find out my options. They have marred my experience, and cost me a tidy sum of money in the process, and added insult to injury by trying to collect more money. I have contacted an attorney about recouping tuitions and collecting damages regarding breach of contract dealing with promises of flexible times for assignment deadlines. I have not come to a conclusion on whether to pursue or not I was pressured to start right away, and I yielded to that pressure as assurances were clear that they were flexible enough enough for my needs. Also, I received an email telling me that they were charging me for dropping the latest class. On the invoice it appears that they have charged me and extra 2170.00 to my student loan, without permission and without a class to bill it against. I don't know what it is about, as I only have the email and have not contacted the loan center yet. It only says Unsub Funds Returned to COD, but is listed on the total bill, and was listed as paid by student loan.

Desired Settlement: I tried to work through the designed methods the University provided, however it would appear that advisors do not really have any authority to do much of anything, and that I was mislead in believing that she could or would help me to the best of her ability. I think that if I could have avoided threats of money and being dropped for poor grades, I would have still been in school today, and happy about it. I would have adjusted to the new policies and been on my way to my degree. As it stands, I feel taken advantage of, and put under undue pressure. I feel like a number, and not the unique and hard working person that I am. Some of my excitement has gone away. I am seeking restitution of tuitions and charges. I have already paid for books I cannot use, and have used and cannot use professionally. I have already spent time I can not get back. I have already had dreams stripped from my grasp, and had to turn to other avenues for securing my future. I don't know what else to ask for but my money.

Business Response:

Part of Northcentral University's overall mission is a commitment to helping students achieve academically and become valuable contributors to their communities and within their professions. We appreciate the opportunity to work with you through this matter. Unfortunately, ***** privacy rights preclude Northcentral from discussing the details of the student’s record to an unauthorized third party in response to the complaint.

Being associated with academic performance, we have been in contact with Mr. *******, on several occasions providing clarification, guidance and have evaluated the student’s record, academic performance, communications, faculty feedback, academic progression, and policies in response to his concerns. As a good will gesture, we have waived a drop fee and have a department that will be happy to assist in the re-entry process if he chooses to return. At this time, all issues have been reviewed, researched, and adjudicated properly in accordance with policies. I hope you find this to clarify the students concerns, please let me know if you need any additional assistance in the future.

Sincerely,



Office of Legal Services
Office of the President

 

 

4/20/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I received an email from Northcentral University, please see below: "Hello *******, I am sorry to bother you but after an internal audit we realized there is still a balance due for $100.00 on your account. It appears that there was a miscalculation when we setup your payment plan. Each of the 10 payments was $10 short of what it should have been and this caused the remaining balance. I do apologize for the inconvenience and have also attached a copy of your transaction history so that you can see the breakdown. Please get back in contact with us so that we can work out arrangements to get the rest taken care of. Thank you for your understanding!" I do not think that I should have to pay for their mistake. Is this legal? I told them I needed time to think about it. I paid all my payments on time, and a year later am receiving this email. How is it my mistake that they made the payment plan in error?

Desired Settlement: My desired outcome is that I do not have to pay $100 back to them for their mistake in making an agreed upon payment plan without fail. I do realize that this person is just doing their job, but this is utterly ridiculous.

Business Response:

Dear Ms. Glass,

 

Part of Northcentral University's overall mission is a commitment to helping students achieve academically and become valuable contributors to their communities and within their professions. In accordance with the student's specific requests for resolution, the University has responded affirmatively and has completed all administrative steps in this process.

Please let me know if I can provide any addition information or be of any other service.

Sincerely

Office of Legal Affairs

Office of the President

4/17/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I attended Northcentral University in August of 2013 and withdrew November 27th 2013. Before withdrawing I spoke with my academic advisor (******* **********), informing her I will be withdrawing after taking class 5105, because I was applying for Social Work instead. I asked her if it would affect me financially and if it was okay to do so. She told me that it was okay, On December 13th, I received an email from the financial aid department, saying that I owe $1,590 because I withdrew before the quarter was over. I called the school and informed them about financial advisors assurance that I wouldn't have to owe anything. They told me she was specialized in that department to know. They then told me that I could re-enroll to complete 5106. It was then that I told them that I would only complete that course, because I'd already applied for another school. They assured me that it would be okay. After I re-enrolled I got another call from a different financial aid advisor telling me that I am unable to complete one course and quit. So I told them that I would not complete the degree, because I don't want to get a degree in that field anymore. They then told me that I'm required to pay the amount and they told me to set up a payment time. I told them that I didn't have a job and that my ex ***** ***** will help me pay $50 month towards the fee. They agreed to it. However, ***** called the school and told them not to use his credit card anymore. They still tried taking money out of his account. They reached me via email a few times asking for payment, now they threatened to transfer it to collections, with an added fee of $40. I kept telling them that I didn't have a job to pay them. I personally think that it is unfair that I have to pay this, considering that I was told by one of the employees at the college that it was okay for me to withdraw at the time. I have emails that were sent to me if needed.

Desired Settlement: All I am asking is that they waive the cost that they say I owe. ***** has already paid $50 towards the fee, in which I think we deserved to be paid back for it. But they can keep it, as long as I don't have to pay any remaining balance.

Business Response: Dear *** ****** Part of Northcentral University‘s overall mission is a commitment to helping students achieve academically and become valuable contributors to their communities and within their professions.  Due to *** ****** voluntary withdrawal from Northcentral University, we were required to perform a return calculation for federal aid according to regulations set forth by the Department of Education. According to this calculation, we are required to return the amount owed to Direct Lending on the students behalf. This return calculation determines how much of financial aid was “earned” based upon the number of days that the student actively participated in their courses at Northcentral and the number of courses they successfully completed within the payment period. *** ***** is responsible for paying Northcentral this amount, (which includes stipends paid directly to the student). Please note the University made a special hardship plan approval for the student to make minimal payments, in which she initially accepted but cancelled after one payment. Our finance staff has been in contact with the student on over forty occasions trying to assist and provide service in every way possible. Besides offering the special exception we are not sure what else we can do to assist. Sincerely, Office of Legal Affairs Office of the President  

Consumer Response:

Better Business Bureau:

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

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


Yes. I admit I talked to many people from Northcentral.  I do not deny the communication, however, the communication between me and my academic advisor was mostly over the phone, which means, if our conversations is recorded it should be in their recordings.  I have no reason to lie about this and if I would have known that I couldn't withdraw during the time approved, I wouldn't have withdrawn. 


Regards,

***** *****

Business Response: Dear *** ****** Thank you for allowing us to make a final statement in regard to this issue. We understand that *** ***** feels she should not be responsible for her balance based on an alleged conversation with an Academic Advisor. Please note Academic Advisors do not provide financial advice to students. *** ***** confirmed this fact and stated “Yes. I admit I talked to many people from Northcentral.” In fact she had several conversations with our Finance Department during the time she was enrolled, (well over 10 different occasions), prior to her decision to withdraw, and following her decision to leave the University as well.  *** ***** voluntarily withdrew from the program, and was provided timely financial advice from trained finance professionals, as we provided in our last correspondence. The University has been in continuous contact with *** ***** and provided her with detailed information surrounding her financial situation. At this time, the University considers this matter to be resolved. Sincerely, Office of Legal Affairs Office of the President

 

4/12/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I enrolled in North Central University (NCU) in January 2007 in an International Business PhD program. I had no financial aid, or a career veteran I had no government or military assistance. I was progressing through NCU with a high Grade Point Average. Therefore, every class I took and had to pay myself. This meant the classes would take longer to complete. The NCU staff was aware of my situation. In June 2010, I injured myself and had to go into major back surgery with rehabilitation. I had to stop taking classes for six month. This was approved by NCU academic adviser. I started classes again in January 2011. At the end of 2011 I began my Comprehensive classes I was assigned a Chair person to evaluate my Comprehensives. Half-way through the class my Academic Adviser advised me that the Chair-person assigned was unqualified to instruct on this class and I was assigned another Chair-person that was presumably qualified. This meant that all the work I complete for the previous Chair-Person had to be completely re-done. Therefore, eating more of my valuable time. I complained to the Academic Adviser *** ******* and she informed me that I had seven years to complete my degree. During the next 14 months I completed 5 more classes in the dissertation process with a GPA of 4,69/of 5.0 In my forth class DISC9323B I was assigned a Chair a *** *****. ** ***** critically evaluated my work and stated everything that I had accomplished in previous classes was all wrong. Therefore, I started redeveloping my Concept paper for dissertation. In My next class ********. NCU started rotating Chair-person(s) this meant everything I accomplished for *** ***** had to be re-done. In October 2012 I turned in my last assignment for Concept Paper *********. It took from October 2012 to March 2013 to get the paper review and graded. I asked for an explanation and no one told me. I began my next class ********* in April 2013 and was progressing along. Then I was re-assigned another Chair person who critically graded my work and said that everything I accomplished for previous Chairs was also incorrect. It is now October 2013 and my seven year time limit runs out in January 2014. By this time I had a new Academic Adviser who took 7 days to answer a question sent to him. I asked the Academic Adviser for a extension to the 7 year time frame due to circumstances completely out of my control, after waiting a reply for almost two weeks the Academic Adviser responded telling me I had to a an Appeal through the SAP committee requesting an extension, which I accomplished the next day. I also informed the Dean and Chancellor of my appeal. Three weeks went by and it was once again I received a reply from Academic Adviser. Not the Dean, not the Chancellor, not the Appeals board. But from Academic Adviser stating my appeal for extension was denied. However, during this whole 6(six) year enrolment at NCU. No one at NCU in the Academic Department, to include Dean, and Academic Adviser advised me what could have been done to expedite me through the PhD International Business system, without falling prey to the 7 year enrollment period. Now they are dismissing me after 6 and one-half years, without a valid reason for not extending me through the 7 year period. I have gone through 17 Classes with NCU and spent approximately $34,000 and NCU would not grant me an extension of six to 8 months to complete my dissertation in two more classes. Since my withdrawal from NCU in October of my own accord. I have written the Chancellor, Dean, and Accreditation Boards. I have also written NCU and once again asked for a reply and rational why I could not be extended and NCU refuses to answer professionally or provide a rational reason for mistakes caused by them and myself (Unexpected Surgery). This is unacceptable behavior by a school that prides there-self in professional academics.


North-central University stated over three weeks ago, they were going to resolve my previous complaint below. They stated they were considering me for reentry back into my PhD program at NCU. I provided the reentry individual and North-central University Ombudsman *** ******* required information for reentry, now going on three weeks ago. I have corresponded via email to the Ombudsman *** ******* and she said it would be taken care of by reentry person. After countless number of call to get the situation resolved and over three weeks my email and other correspondence have been ignored. This is unacceptable for a school that has a A+ rating from BBB, in my opinion it they should they have the Customer Service of a D rated  for such a prestigious University. I wish to reopen my complaint against North-central University stating slothfulness in customer relations and integrity in processes. Thank you

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

Desired Settlement: I desire to be re-admitted into NCU at my last class level, or a Letter from NCU Appeals Board or Chancellor, detailing why I cannot be re-admitted. Thank youard

Business Response: Part of Northcentral University's overall mission is a commitment to helping students achieve academically and become valuable contributors to their communities and within their professions.  In accordance with *** ******* specific requests for resolution, the University has been in contact with the student and is working with him to re-enter in our Pathway Program.

Please let me know if we can provide any addition information or be of any other service. Sincerely,

Office of Legal Affairs Office of the President

 

Business Response:

Dear *** *****,

Part of Northcentral University's overall mission is a commitment to helping students achieve academically and become valuable contributors to their communities and within their professions.  In accordance with *** ******* initial requests for resolution, the University has been in contact with the student on several occasions (over 5 different times) between the dates of 02/26/2014 and 03/25/2014 working with him as well as administratively to re-enter in our Pathway Program. We understand that this timeframe may not be as fast as *** ***** would like or aligns with his expectations, but please note that this was an exception to policy in which approvals and steps have to be completed in order for the re-entry process to begin.

After receiving communication in regard to *** ******* rebuttal with the BBB, our Legal Services Department, immediately reached out and inquired how we can positively move forward with a resolution. We also offered to work diligently to expedite the re-entry process in every way possible and to take point in ensuring that *** ******* experience back in class was as positive as possible. *** ***** responded “What I am looking at to get this complaint resolved at NCU by BBB is to let the process work. NCU has delayed me so much with their ineffective communication and scholastic internal review processes. So my resolution for now is to let the complaint process work, and maybe an investigation will occur on NCU processes and maybe something will change” “I have not made my mind up on weather I want to continue/reenter at NCU or not”.  As an institution we stand behind our special exception and offer to let *** ***** return to class and hopefully achieve his academic goals by participating in our Pathway Program. Besides offering this exception and completing the re-entry process we are not sure what else we can do to assist.

Please let me know if we can provide any addition information or be of any other service. Sincerely,


Office of Legal Affairs Office of the President

3/29/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have been enrolled in a PhD program at NorthCentral University since 2006. I completed all the required courses and the Comprehensive exam in November 2010. I began writing my dissertation August 2011. Since then I have taken seven dissertation courses and am now enrolled in my eight course. I have also had my committee chair person changed three times. Most recently (September 2013) I expressed my concerns to the school about the dissertation process. The school offered me the option to take the Ombudsman path to degree completion. It is six months since starting on that path. However, I am having a difficult time getting the school to accept my proposal so that I can start my research. With only six months to go I would like the school to accept my proposal so I can start my research and complete my dissertation by September 2014 and be awarded by PhD.

Desired Settlement: I paid for a PhD and after all the time and financial resources I have dedicated pursuing this degree I would like to get my degree.

Business Response: Dear Ms. *****

Part of Northcentral University's overall mission is a commitment to helping students achieve academically and become valuable contributors to their communities and within their professions. We appreciate the opportunity to work with you through this matter. Unfortunately, FERPA privacy rights preclude Northcentral from discussing the details of the student’s record to an unauthorized third party in response to the complaint.

In Northcentral University’s Candidacy Resource Guide it states “After you have successfully passed the Comprehensive Examination, there are several milestones in the doctoral candidacy stage. Each one represents a significant accomplishment on the way to obtaining a doctoral degree. It is the student’s successful progression through these scholarly works that facilitates graduation.

1. Concept Paper (CP)
2. Dissertation Proposal (DP)
3. Institutional Review Board (IRB) Application and Approval
4. Dissertation Manuscript (DM)
5. Oral Examination

We have been in contact with Mr. ***** providing clarification and guidance surrounding degree requirements specifically scholarly milestones that need to be achieved in the Dissertation Process. We have offered him the opportunity to participate in our Pathway Program, which is a special program designed to assist students who are experiencing challenges in their specific dissertation journey.

Within this program the student is provided the opportunity to pair up with an appropriately qualified chair to assist with his specific research method who commits to working with the student four hours per week to guide them on the path to completing their doctoral degree. Our Ombudsman Office has also reached out to him after receipt of this complaint assisting in providing any alternatives and solutions we can provide to assist him in his journey.
 
It is not unusual for candidates to experience challenges in their personal evolution from being a student, consumer of information, to becoming a scholar, a producer of information. We encourage Mr. ***** to work closely with the Ombudsman Office and his Dissertation Chair to gain the necessary insight and feedback for his scholarly work to progress toward graduation.

At this time, the University considers this matter to be resolved.

Sincerely,

Office of Legal Services
Office of the President

 

3/3/2014 Problems with Product/Service | Complaint Details Unavailable
3/3/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: The two Northcentral University did not provide adequate delivery of service in courses ******** and ******** because of the inability of the mentor to perform the necessary functions. In the second course, ******** the mentor after the fact lied about my work in a personal email to me justifying my final grade. Dr. ******* ********* gave me 12 100%'s, but claimed that I did not follow through on contacting the Librarian, which I did; that I did not call her, which I did; and that I did not provide primary sources in my work, which I did, and I have proof that I did. The final grade is in the appeal process.

Desired Settlement: Northcentral University needs to refund me the full amount of my tuition for the two courses, ********, and ********.

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

Part of Northcentral University‘s overall mission is a commitment to helping students achieve academically and become valuable contributors to their communities and within their professions.  In support of this mission, Northcentral University has developed a grade appeal procedure that allows students to express his/her concerns to the Dean for adjudication.  In this instance, Ms. **** has submitted several appeals between 02/18/2014-02/19/2014. The student is currently seeking resolution through this process with Northcentral University and as such these matters are under review. On 02/18/2014, her faculty member provided clarification and guidance specifically surrounding her concerns entailing her final grade. Additionally, our Ombudsman Office is reaching out to help mediate the issue with the student.

Being academic in nature, we request the opportunity to complete the complaint process with Ms. ****. Please note FERPA privacy regulations preclude the University from sharing the details of this student’s academic record without written consent. We appreciate your support in the execution of our internal procedures.

Sincerely,


Office of Legal Affairs Office of the President

 

3/1/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I enrolled in Northcentral University to obtain a PhD. in Curriculum and Instruction in 2009. I have been a teacher more than 10 years and have an M Ed and Specialist Degree from a respected university. I was assured during the admissions process that Northcentral was a respectable and accredited school and despite the high tuition decided to proceed. In the 4 years I have been at Northcentral the school has changed the chair at least 4 times. I was able to advance to the final phase of the program incident free and then was given a new chair. In almost 6 months of working with the new chair it has become apparent that my completion of the program will be delayed or stopped after paying more than $20,000.00 I am feeling scammed. I have found numerous reviews since enrolling that have accused this school of being a scam and noticed they have a large number of BBB complaints many of which have been resolved which I hope mine may be as well. I have requested another chair change after 6 months of not progressing and have been asked to go through a long process just to make the request formally.

Desired Settlement: I regret at this point enrolling at Northcentral and if this school just strung me along to get as much money from me as possible with no intention of assisting me in graduating I would like a full refund from my entire time there. I would rather have the school fulfill the commitment of my completing this degree and change the chair like I have requested and have a chair placed with me that has a history of student success and graduation if such a chair exists at Northcentral. In my Specialist degree I was recognized as the Outstanding Student in my class and have no doubt I have the ability to complete this program if given an opportunity by Northcentral or extend me the refund so I can pursue this degree elsewhere.

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

Part of Northcentral University's overall mission is a commitment to helping students achieve academically and become valuable contributors to their communities and within their professions.  Northcentral University is unique in providing constructive feedback prior to the dissertation proposal stage. This is to ensure that the candidate has a feasible and realistic plan that can culminate in a well-conceived, substantive, quality dissertation. Concept paper reviews serve to assess that the topic is appropriate and that the planned research is sound and practical within the scope of a doctoral program. The Concept Paper is initially approved by the Dissertation Chair and Dissertation Committee, and submitted for review to the Graduate School (GS). If, in the review, it is indicated that the research idea is feasible, the Graduate School will offer suggestions for improvements and the candidate will proceed to work on the Dissertation Proposal. If the Graduate School indicates that the research idea is not likely to succeed, then the candidate should, in consultation with his or her Dissertation Chair and Dissertation Committee, consider embarking on an entirely new project and write a new Concept Paper.

We have been in contact with Ms. ****** on several occasions providing clarification and guidance surrounding Northcentral University’s Policy announced by the Provost, to all doctoral candidates and faculty, that the University will migrate all students to the full time dissertation chair model. This academic related decision was implemented to support academic rigor, standards, and education. Ms. ******’s faculty is a highly-qualified full time chair who will guide her dissertation through this key milestone as well as the entire educational journey. Please note that her chair has been providing substantial feedback and adhering to policies outlined in the Doctoral Candidacy Resource Guide. The University provides several additional resources for students to help them to successfully complete the dissertation portion of their program. Resources include but are not limited to their advisor, their Dissertation Committee, the NCU Catalog, and several documents and templates in the Dissertation Center on the student portal.
 
It is not unusual for candidates to experience challenges in their personal evolution from being a student, consumer of information, to becoming a scholar, a producer of information.  I encourage Ms. ****** to work closely with her Dissertation Chair to gain the necessary insight and feedback for her scholarly work to progress toward graduation. This includes scheduling a time to have a phone or ***** conversation with her chair. Regular communication via teleconferences might help resolve some of the challenges stated in the initial complaint.

At this time, all issues have been reviewed, researched, and adjudicated properly in accordance with policies. I hope you find this to clarify the students concerns, please let me know if you need any additional assistance in the future.

Sincerely,

Office of Legal Affairs

 

2/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Northwestern University called me 78 times from January 21, 2014 until February 3, 2014.

Desired Settlement: I don't want anymore calls

Business Response: February 5, 2014

Ms. ******* *******
Dispute Resolution Consultant
Arizona Better Business Bureau

RE: ******** ***** ID# *******



Dear Ms. *******,

Part of Northcentral University's overall mission is a commitment to helping students achieve academically and become valuable contributors to their communities and within their professions.  In accordance with Ms. *****’s specific requests for resolution, the University has responded affirmatively and has completed all administrative steps in this process.

Please let me know if we can provide any addition information or be of any other service.


Sincerely,

Office of Legal Affairs
Office of the President

 

11/26/2013 Delivery Issues | Complaint Details Unavailable
9/5/2013 Delivery Issues | Complaint Details Unavailable
8/14/2013 Problems with Product/Service | Complaint Details Unavailable
8/6/2013 Billing/Collection Issues | Complaint Details Unavailable
7/3/2013 Billing/Collection Issues
6/18/2013 Problems with Product/Service | Complaint Details Unavailable
5/31/2013 Billing/Collection Issues | Complaint Details Unavailable
4/28/2013 Advertising/Sales Issues | Complaint Details Unavailable
4/26/2013 Problems with Product/Service | Complaint Details Unavailable
4/5/2013 Billing/Collection Issues | Complaint Details Unavailable
2/28/2013 Delivery Issues | Complaint Details Unavailable
2/22/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: NCU did not provide me with the service I paid for. I completed an eight-week class without any feedback from my instructor - that person would not respond to my emails. I submitted a "concern" form on 3/22/12 with NCU during the course (over a month ago) and they still have not responded to me. I then submitted a grievance on 04/12/12 which they still have not responded to (they are supposed to respond in 10 days and this time has already passed). In addition to this problem, the course materials and content were horrible in this course. There is no "teaching" going on in any of these courses. There is no interaction between mentors and learners. The administration does not respond promptly to issues, and I am still consistently billed at the wrong rate.The inattentiveness to these matters on the part of NCU leaves me with no confidence of having any support or learning in future coursework. Unfortunately, these NCU courses will not transfer to another school.

Desired Settlement: Refund of all tuition ($6144), fees (~$85), and materials ($351.90): in total = $6581

Business Response:

Hello Ms. *******-

Please find attached letter in response to Complaint ID#xxxxxxx.  If there are any further inquiries, please let me know.

Sincerely,

***** ***** M.Ed, M.Ed

Academic Liaison

Office of the Provost

toll free: ###-###-####, ext. ****

p: ###-###-####

e: **************

f:  ###-###-####

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

**********, Arizona *****

Office Hours:

Monday - Friday  7:30am -4pm

 

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 many of NCU's responses, particularly with the fact that they have failed to provide feedback on assignments (activities) and have failed to provide timely communication to student. Please see the attached document for specific reasons/details of my rejection of their response.

Regards,

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

 

 

Business Response:

June 20, 2012

Ms. ******* *******

Better Business Bureau
**** ** **** ******
*******, AZ **********
###-###-#### | ###-###-####
**********.org

RE:  Complaint ID #********

Dear Ms. *******:

The rebuttal presented by the student in regards to a previous complaint response did not provide the necessary details to respond to her comments.  If the student would like to resend her comments including commentary in regards to her concerns from the previous response she received, she can forward those details to me at my email address below or provide greater enumeration back to the BBB.

If there are any further questions, please let me know.

Sincerely,

 

***** ***** M.Ed, M.Ed

Academic Liaison

Office of the Provost

toll free: ###-###-####, ext. ****

p: ###-###-####

e: **************

f:  ###-###-####

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

*********** Arizona *****

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 do not understand why I am only now being sent this response dated from June. The school is well aware of my issues and that they have refused to resolve them to my satisfaction. I still believe money is due to me for their lack of service as promised.

A copy of my complaint to the *** is attached for your information. Your system does not allow me to attach all of the backup data. It can be forwarded upon request. The school already has this information.

Regards,

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

 

 

12/24/2012 Problems with Product/Service | Complaint Details Unavailable
12/17/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: NCU is an online university. I have completed online classes for a PhD. Once I entered the dissertation stage, I was assigned a new professor who was unable to work with me because she had not been trained by NCU. However, even after her training, this professor was unresponsive to my requests for assistance. I have sent numerous messages to NCU and have received very few responses. My last message to them asked for answers by October 30, 2012, but I never received a reply. Without completing my dissertation, the classes I have completed are virtually worthless.

Desired Settlement: I want a refund of all tuition and fees I have paid.

Business Response: November 26, 2012
 


 
Better Business Bureau
Attn: ****** ******
4428 North 12th Street
Phoenix, AZ 85014-4585
 
 
RE:  Complaint #******* 1******
 
 
Thank you for the opportunity to research and address the concerns brought to the Better Business Bureau by Ms. ********.   As FERPA regulations preclude us from providing details about the student’s academic record to a third party without her written authorization, we will be providing the BBB with a summarized version of each addressed issue and providing the student with a detailed account on each point.  The student can supply her letter from us to you if you would like to see the details.

We are hopeful that in responding to the student and providing her what we consider to be an appropriate resolution that she will be able to continue her academic journey with Northcentral University.  We appreciate your patience and willingness to allow us to respond to the student.
 
If you have any further questions about this response, please do not hesitate to contact me.  At this time, all remaining issues have been reviewed, research, and adjudicated properly in accordance with our policies and these matters are now closed.
 
Sincerely,
 
***** ******* ****
Provost and Chief Academic Officer

11/3/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I'm being scammed by Northcentral University. I'm desperate for help in forcing them to graduate me instead of stringing me along for years while I pay continuous tuition as they have been doing for two years now. I started my own investigation and found many, many other students of the school who are being bled dry in exactly the same way. Northcentral University offers Ph.Ds with 100% on-line courses. When you reach the dissertation process however, they hold students at a stand still until they run out of money and quit. I have documentation and a list of names of angry students (some are suing). My State Representative told me that they are one of 75 universities currently under federal investigation. They will be reviewed for accreditation by the Higher Learning Commission next month on October 8-10, 2012. (For more info on scam schools, please see **** ******* *** ******* 2010 Senate Report on this topic). I have done the required work. Please insist that Northcentral University fast-track me to graduation. Also note that I fear that reporting the school is a great risk to my academic career, as others have been expelled for "plagiarism" immediately after making a complaint.Please help me bring this to light and force them to do the right thing. You may be my only hope of graduating and completing my lifelong dream.

Desired Settlement: I have done the required work. Please insist that Northcentral University fast-track me to graduation immediately. Thank You.

Business Response:

***** ** ********** ****** ******** ******* ******* ***** USA
www.ncu.edu · p: ************ · f: 928-541-7817
October 23, 2012
Better Business Bureau
Attn: Andrea
4428 North 12th Street
Phoenix, AZ 85014-4585

RE: ***** ********

Thank you for the opportunity to research and address the concerns brought to the Better Business Bureau by Ms. ********. As FERPA regulations preclude us from providing details about the student’s academic record to a third party without her written authorization, we will be providing the BBB with a summarized version of each addressed issue and providing the student with a detailed account on each point. The student can supply her letter from us to you if you would like to see the details.

The dissertation journey is unlike any other academic endeavor and can be a very humbling experience even for the most educated of people. It is a learning process that takes a student and turns him or her into a scholar. The journey is not for the faint of heart and it demands a mastery of many different skills sets in order to be successful. These skill sets include but are not limited to: communication (verbal and written), active listening, critical thinking, and conflict resolution. Students are expected to work closely with their course faculty, assigned Chair and committee members to navigate the dissertation process. Responsiveness to feedback is critical for learning and growth.

To support students in the dissertation process, Northcentral provides a dedicated online environment, The Dissertation Center, which provides a plethora of tools and resources to support the scholarly journey. The Dissertation Center provides materials such as: Dissertation Handbook, “how to” papers, case studies, sample documents, formatting and citation guidelines, and Dissertation Conference Calls. The student’s dissertation committee, which includes a Dissertation Chair and Subject Matter Expert, provides substantive and personal feedback on assignments to guide the student’s development of a scholarly work along with dedicated Dissertation Academic Advisors. The student’s ability to leverage these tools and resources is critical in the successful completion of the journey.

We are hopeful that in responding to the student and providing policies and specific examples that she will be able to understand and accept the outcomes. We appreciate your patience and willingness to allow us to respond to the student.


If you have any further questions about this response, please do not hesitate to contact me. At this time, all remaining issues have been reviewed, research, and adjudicated properly in accordance with our policies and these matters are now closed.

Sincerely,

*** ***** ******
Provost

11/2/2012 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I am filing a complaint in regards to a balanced owed on my account at North Central University. The reason for this outstanding balance, is due to a course *** **** that I was enrolled into, automatically by my academic counselor. My concern is that prior to the start date for *** ****, I had some complications that had taken place, while enrolled in the course ESE 7001. I was also told that a Ms. ****** would be contacting me in regards to an Academic Violation. I Immediately reached out to Ms. ****** and I never received any contact back from Ms. ******, until after I contacted her, and that correspondence was well after ESE 7001 was over. It was never my intent to begin another course, outside of the course that I didnt finish, especially awaiting to hear from Ms. ****** about the Academic Violation. At that point, I was looking to redo the course ESE 7001 over, or have a discussion with the appropriate person(s) about what had taken place within the course. When I found out that this was not the course in which I thought, I immediately emailed my academic counselor to let her know my situation and that I did not wish to move ahead and take another course without redoing ESE 7001. It was an honest mistake opening the course, and I expressed my concern in regards to that, several times, to many, but never received a response back from anyone. I am now being charged for a course *** **** that I never completed an assignment, discussion, etc. I am at a point now of what do I do?! This is my lively hood, my education, which has been placed on hold due to the balance at NCU. I am asking, please, that situation be looked into a little closer, because at no moment in time am I trying to get over on anyone; this was truly situation that was an honest mistake. I am not in any position to pay 2,000.00 for a course that I did not wish to begin. As a student, it is very frustrating knowing that I may not be able to finish out my Doctorate program, and will be forced to pay this large amount.

Desired Settlement: I would like to have this balanced removed, considering all factors. It was an honest mistake. Making payment arrangements is unacceptable in this case because I feel that I am being overlooked as a student, and the University not looking at my situation on a case by case situation. I contact everyone in the chain of command, and I was not contacted via telephone to speak about the situation to hear out my story.

Business Response:

Dear Mr. ****** and Representatives of the Better Business Bureau,

Thank you for the opportunity to look into Mr. ******’s complaint.  Unfortunately, due to FERPA regulations, I am unable to address the details of his academic record in response to his claims in the submitted complaint.  If Mr. ****** would like to sign a FERPA Release form with Northcentral University, I can provide the BBB representative with the appropriate details surrounding this complaint.  What I can offer is information regarding the various communications and University processes for course scheduling and acceptance. 

When a student is registered for a course, he/she receives a communication from the University which provides details about the course and how to move forward with the registration process and acceptance of financial responsibility.  The course acceptance process is not automatic but rather is triggered by the student when he/she accepts the course.  An excerpt of the pre-registration communication is below:

“Congratulations! You are now initially registered for course [course name] which starts on x/x/2012. To complete your registration, simply enter the online course room within the first seven days after the course start date, click the Activities tab and click Accept to begin the course.”  “... Please read the information at the bottom of this Course Registration Information (CRI) carefully, as it contains information regarding the course scheduling process; course attendance and course participation requirements; the last date to withdraw from a course without financial or academic penalty; and the tuition refund process.”

 Additionally, the online course room provides information that clearly communicates to the potential student that before clicking the “Accept” button, that this action means that he/she accepts financial responsibility for the identified course. 

Northcentral also publishes its refund policies within this communication and in the course catalog so that students are knowledgeable about their decisions to register and withdraw.  Our Academic and Financial Advisors also provide this information upon being notified of a student’s desire to withdraw.

Although I can understand Mr. ******’s desire to have his tuition waived for this course, the University acted in good faith in response to his decision to register for the course and we provided him with all the necessary information to make his decision.  He received timely communication regarding the outcome of the “complications” he mentioned in his complaint and as such had the ability to drop the course if he chose to do so.

I understand that this is not the outcome that he desires but it is important that we manage all policies consistently for all students.  

Sincerely

 

*** ********

Director of Compliance

11/2/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: The accounting department automatically charged my account for tuition. I fully understand that I signed an agreement stating that I would allow them to charge my account, but they did it without any notice. Then they proceeded to tell me that I can't remove my card from my account without adding another one even though I've gone over two years at the university without having one on my account. I mean, if I didn't pay, just kick my out instead of stealing my hard earned money! Be very careful, these people would love to snatch anybody's money!

Desired Settlement: No settlement needed. Simply want them to remove my card and not take anymore of my well-deserved money!!!!!

Business Response:

September 17, 2012

 

 Better Business Bureau

Attn: ****** ******

4428 North 12th Street

Phoenix, AZ  85014-4585

 

 RE:  ******* ******** ********* # ******* 


Thank you for the opportunity to respond to Ms. ********’ concern regarding the automated charging of her credit card for tuition fees she incurred.  As she acknowledges, she did have the opportunity to review and select a payment method for her academic expenses including providing her credit card number to Northcentral University.

Although I cannot speak to her comment about not having a credit card on file for two years, I can stipulate that universally, as organizations grow and change it is not uncommon for policies to also change to better support and facilitate operations.  Northcentral University offers a variety of payment options for students to consider and these can be researched in the Catalog and explored further by speaking to a Tuition Planner or Financial Aid representative if her current arrangements need to be changed.  The Statement of Financial Responsibility is also in the Catalog.

I would also like to take this opportunity to clarify the charging process.  Students are scheduled for courses and are asked to electronically “accept” a course for enrollment.  A student has up to seven (7) days from the course start date to accept a course.  On the 8th day of enrollment in that “accepted” course, the credit card is charged for the tuition for that course.   Additionally, if a student “accepts” a course but then subsequently drops that same course before the 7th day of enrollment, the credit card is not charged.  

If there is a specific situation that Ms. ******** would like me to research regarding what she believes to be an erroneous charge, I am happy to do so.  

I hope that this information provides greater insight and understanding into the charging process and provides guidance to pursue other forms of financial responsibility planning for the student to explore.

 

Thank you,

 

***

  *** ********* ****

Director of Compliance

Office of Compliance Management

10/24/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On May 25, 2012 the financial services at Northcenteral University stated that I had out-of-pocket fees of $495 was due towards my first course. This e-mail was sent by Bobbie Campbell and was properly taken care of by Sue Ellen in the financial aid dept. Now during that May 25 email I did state that I do not think I will continue my education at this university due to all of the miscommunication that was occurring. The next issue started with my PSY7102 course on June 25, 2012. In the week of July 2, 2012 I printed off my syllabus the week before with the set due dates for my assignments. Well I did not know that the IT made some changes to the due dates and times. So from that point I e-mailed my professor letting her know what was going on and wanted to make sure my assignment was not late. Well I did not get a respond back from the professor letting me know if I had the correct dates or not. So I reached out to my advisor Julian Goldenthal regarding this matter and he stated that I my assignment was not late but wait until your professor gets back with you regarding this email. It was during the 4th July holiday week so I gave her until next week but still no response. My next assignment was due that following Monday and the professor graded my assignment and asked me to resubmit. Well before redoing the assignment I emailed her first, but no response. I redid the assignment and resubmitted the assignment underneath the old assignment. Well the professor never emailed me back regarding my email for this particular assignment. When she finally went back to grade that resubmitted assignment she stated that I did not resubmit the assignment and that she went on and graded the first assignment that I had done. The grade that was given for that assignment was a D which is below standards for a doctoral program. I did express to my professor in my first assignment how terrible my writing was and also expressed this to Julian Goldenthal about this matter. I emailed Julian again around the week of July 16, 2012 regarding my professor not responding to my emails. I stated to him that I was failing in the class and wanted to drop it and how I could withdrawal from the school. I was so not happy with what was going on. Julian stated that he did not understand what I was trying to ask my professor in the emails that was sent to her. I stated to him I wanted reassurance from her stating that the due dates for the assignments are correct, here is where you can get help with assignment 2, etc. I felt there was no guidance or assistance with my professor or my advisor. I asked my advisor if I was going to be charged or just lose out on financial aid funds and his reply was that he does not work in the financial aid department and that they will get with you on that matter. I told my advisor that I will get back with him later on next week regarding my final decision with withdrawing from the school but I wanted to see if my professor was going to respond to my email and still upload my third assignment. Still no response and I sent out an email to Julian Goldenthal informing him I as of July 20, 2012 I was withdrawing from the PSY7102 course and the University. I was never informed that I need to speak with financial aid before I made this final decision or anything that else that could have been important at that time. The reason for this grievance letter is because I was not given the proper guidance or information pertaining to this matter and also received a $3500 bill because I withdrew from the University without finishing the course. As a student I made attempts after attempts to get clarification on assignments from my professor and lack of resolution from my advisor. The resolution that is being requested is to cancel my repayment of $3515 to Direct Lending on behalf of the NCU advisor not providing me with a resolution to the outcome of this entire situation and not advising me to speak with financial aid. If not the entire amount at least half of the repayment to Direct Lending, which is $1757.50. This matter needs to be addressed to the professor of the PSY7102 and the advisor needs to be informed about this matter pertaining to the correct procedures on informing a student with information on withdrawal from the university. On August 28, 2012 Tennielle emailed me and stated that she have forwarded all of my emails to her manager and she will get back with me when she hear of anything. Well I never heard back from her until Monday regarding the voicemail and email I sent her. I asked her what did her manager say about my request and she stated that she would not send a request like that to her manager because they only deal with collections. I responded to her and stated thats not what you told me and who is the person I really need to be speaking with. Tennielle stated that I do not need to be call Mike French and her if I want her to help me and she does not need more than one person handling this issue. I made myself the only reason Mike French was contact because you never gave me an update on what was going on. I contacted Mike because he said if I need anything to please give him a call. She stated that she is going to send my information over to Gina Bruscato and this was the response email I received from Tennielle on Monday Sept. 10, 2012, " I just got off the phone with Gina Bruscato, she stated you have already submitted a grievance and will need to follow up with Charley Ables phone number 888.327.2877 ext 8018. Please let me know if you have any additional questions. What upsets me the most is that on August 23, 2012 I left Gina Bruscato a message on her voice mail and she never returned my call. I left Charley a voice mail regarding an update on my grievance being submitted. Tennielle stated if you do not hear back from Charley Ables by Friday 9/14/12 please email me and I will follow up with my manager again.Hello Tennielle, You wanted me to get back with you if Charl

Desired Settlement: The resolution that is being requested is to cancel my repayment of $3515 to Direct Lending on behalf of the NCU advisor not providing me with a resolution to the outcome of this entire situation and not advising me to speak with financial aid. If not the entire amount at least half of the repayment to Direct Lending, which is $1757.50. This matter needs to be addressed to the professor of the PSY7102 and the advisor needs to be informed about this matter pertaining to the correct procedures on informing a student with information on withdrawal from the university.

Business Response: Northcentral University thanks you for the opportunity to respond to ****** *****'s concern, and to provide clarification and a resolution to this matter.  I have spoken to the student directly and  we have agreed on a resolution that the student has now accepted.  This concern is now considered closed, from the student and University perspective, thank you.

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,

****** *****

 


 

 

9/16/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Northcentral University is using a call center to contact prospective students. I've never requested information from them nor have I requested information about pursuing additional higher education in general. I receive 8 to 10 calls per day, everyday from their call center and this has been ongoing for the past 3 weeks. I've called them about this a couple of times. The first time they said it must have been a glitch, and that they'd contact their call center vendor. It has continued for the past 2 weeks and when I called them back telling them it was continuing, they focused the conversation on the fact that I must have signed up to be contacted by them.Regardless of whether someone requests to be contacted or not, 10 calls a day for 3 weeks is bordering on harassment.

Desired Settlement: I would like NCU and their vendor to stop contacting me.

Business Response:

Better Business Bureau (Phoenix, AZ)
4428 N. 12th Street 
Phoenix, AZ 85014-4585

Subject:  Complaint #******* **** ******

Thank you for the opportunity to respond to this complaint.  We would like to begin with an apology for any inconvenience that the complainant may have experienced as a result of these contacts.  I have confirmed that the telephone number provided in the complaint has been added to the Do Not Call list as of today in both our internal and external contact management systems. 

We have opened a formal investigation of this matter to evaluate what happened and if there are opportunities for improvement.  We have learned that the telephone number provided to us was also included in records we received indicating inquiries about attending our University.  It is unfortunate but not unusual for people to provide inaccurate contact information when using web services.

We thank you again for bringing this to our attention and allowing us to resolve the issue.

Sincerely,

*** ********, MAOM

Director of Compliance

Office of Compliance Management

Subject:  Complaint #******* **** ******

Thank you for the opportunity to respond to this complaint.  We would like to begin with an apology for any inconvenience that the complainant may have experienced as a result of these contacts.  I have confirmed that the telephone number provided in the complaint has been added to the Do Not Call list as of today in both our internal and external contact management systems. 

 

We have opened a formal investigation of this matter to evaluate what happened and if there are opportunities for improvement.  We have learned that the telephone number provided to us was also included in records we received indicating inquiries about attending our University.  It is unfortunate but not unusual for people to provide inaccurate contact information when using web services.

 

We thank you again for bringing this to our attention and allowing us to resolve the issue.

 

Sincerel

9/14/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am writing this letter to cite serious defects with the education provided by Northcentral University's doctoral program in TESOL (Teaching English to Speakers of Other Languages. I was formerly a student in the school's doctoral program in Education with a specialization in TESOL (Teaching English to Speakers of Other Languages). I had completed all coursework and the comprehensive exam, and was working on the first paper of the dissertation program when I was unable to find a qualified reviewer and was forced to leave. During my entire time at the university, I did not have one professor with any degree in TESOL,linguistics,English,or any other major even remotely related to TESOL (Documentation can be provided). My dissertation chair, for example, had a PhD in Educational Administration with a minor in statistics, an MBA in business, and a bachelor's degree in Math and Secondary education (Qualifications for other professors are similar). All papers constructed in the doctoral program were reviewed by an anonymous board called the Office of Academic Research (OAR). After receiving a paper which had been reviewed by the OAR, I realized that the reviewer did not even understand key concepts and vocabulary from a foundational textbook used in the Northcentral University doctoral course ESOL6007: Second Language Acquisition. When asking the dissertation chair if the paper could be reviewed by someone qualified in my field, I was told that I cannot expect professors to have my depth of knowledge in the field and was, subsequently, asked to simplify the paper for "the layman" and "general education people". These are exact quotes and documentation of this correspondence can be provided. Due to the fact that both professors and members of the OAR board did not have even basic qualifications in the TESOL field, I am requesting a complete refund for this program, which was a waste of both time and money.

Desired Settlement: I deserve a refund for the entire program which spanned four years.

Business Response: February 29, 2011 Better Business BureauCaitlin Denning
4428 N. 12th StreetPhoenix, AZ  85014 Re: Better Business Bureau Complaint # ******* Dear Ms. Denning: This letter is in response to the above referenced complaint by Mr. Andrew Douglas Schenck that stated, “Due to the fact that both professors and members of the OAR board did not have even basic qualifications in the TESOL field, I am requesting a complete refund for this program, which was a waste of both time and money.”  Please review the following overview provided by the School of Education: The six ESOL specialization courses were taught in Andrew Schenck’s program by three faculty members with terminal degrees. Dr. Anthony Pellegrini, Barbara Gerard, and Dr. LuAnne Forrest were the three mentors for Andrew’s courses and each taught two of the specialization courses.  Dr. Pellegrini has an Ed.D  in Higher Education and Education Leadership, an M.Ed. in Secondary Education/Education Leadership, and 21 credits of additional courses for an ESOL Endorsement. He was certified and taught ESOL courses in Utah.  Dr. Pellegrini has also written curriculum for ESL courses at Northcentral University and is a Lead Mentor for the School of Education. Dr. Pellegrini also serves as a committee member for student presentations in Cyprus.  Dr. Gerard has an Ed.D in Education and a M.A. in Education. She has had a position for numerous years in the Office of Multicultural Education, New York City Board of Education. She has served as an Administrator for Instructional Services and Staff Development, been an administrator of Multicultural and Multilingual (and Trilingual) Education, was a Program Director for the Bilingual Children’s Project, New York City Board of Education, and also served as a Program Director for the Bilingual Teacher Intern Program. All of these positions were for the New York Board of Education. Additionally, Dr. Gerard has presented and published on the topic of multicultural and bilingual education and has conducted diversity training for staff developments in New York School Districts.  Dr. Luanne Forrest has an Ed.D in Educational Leadership and a M.Ed. in Education. She also holds Endorsements in ESL, Gifted and Talented, Reading, and Reading Specialist.  She is a certified ESL teacher, and prior to Northcentral University, Dr. Forrest taught ten different ESL courses at the University level. She has also published articles including this article relating to English Language Learners.  Parker (Forrest), L. (2003). Professional development that makes a difference in English language learners. The Utah Special Educator. 23(5). Utah Personnel Development Center. Salt Lake City: Utah All three have prior teaching experience, terminal degrees in Education, and a wide variety of experiences relating to English Second Language. I hope this satisfies the inquiry Mr. Schenck had about the quality instructors we provided him while in his program. Sincerely, Dr. Janet Booker Ombuds, Office of the ProvostNorthcentral Universitye: jbooker@ncu.edup: 888-327-2877 x 8048f: 928-443-1466

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.

This letter falls very short of providing the information requested in the complaint.
First of all, having a PhD in Higher Education, Education, or any other unrelated field does not make the professor qualified to teach TESOL (Teaching English to Speakers of Other Languages) courses at a doctoral level, which is why I require a refund. Any degree in general education does mean that professors have the qualifications to teach in TESOL. Only two of the professors listed have an ESL (English as a Second Language) endorsement, which is a certificate designed to help classroom teachers understand basics of the field of TESOL (Teaching English as a Second Language). Professor Gerard apparently does not even have this basic endorsement. The aforementioned course background does NOT provide the theoretical background necessary to teach doctoral level courses in TESOL. The university has cited these professors have taught ESL courses. ESL courses (those for ESL learners) can be taught by anyone with a basic certificate which, again, does not prove the point that these professors have the course background necessary to teach methodology and theoretical courses in the TESOL field. Second, only three of the professors in the letter were addressed. Why? No one from the doctoral committee or the anonymous OAR reviewer was addressed, although they were listed in the complaint. What were their qualifications? The Northcentral University handbook states that members of my dissertation committee and the dissertation chair have a “Demonstrated record of research and/or doctoral level teaching and/or practical experience appropriate to the program and degree specialization” Where are these qualifications and publications? My dissertation chair, Tim Delicath, had a Ph.D. in Higher Education Administration with a minor in Research Methodology/Statistics from Saint Louis University, a master’s degree in Business Administration from Lindenwood University. Once again, qualifications outside the TESOL field are irrelevant.

In sum, the reply letter hardly proves that I was given qualified instructors for doctoral level courses. Listed professors have only a weak course background in the TESOL field, which is hardly adequate to teach doctoral level courses in TESOL methodology; moreover, there is no listing of TESOL qualifications for professors of the dissertation committee and the OAR review board, which continues to prove the point that a second-rate education was provided. I, therefore, deserve a refund.

Regards,

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


 

 

9/6/2012 Problems with Product/Service | Complaint Details Unavailable
4/23/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Graduation Request.After completing all the required courses of the MBA program, and speaking with the academic advisor who stated everything was complete. I submitted a graduation request to the school and they deny the request stating " I received a C- on my first course OM7015 and that was not a passing grade. This grade has been on my transcript since I began and the professor confirmed I had passed this class. I have only made As and Bs throughout my time at NCU. I had 4 academic advisors since I began at NCU. Not one advisor mentioned this as an issue and overlooked it for 3 years. I have spoken to the advisor on several occasions asking him if there was anything that I needed to do to graduate, he insisted I was finished. This course is on my transcripts and has been there for 3 years with no mention that I should retake it to graduate. C- is not an option on a Graduate Grading scale, so how could this been overlooked for 3 years. I have researched all the correspondence on this course and it was to say the least, stressful. The school is trying to get me to retake this course, pay them more money for a course that only they offer, which is not one of the specialization courses. I have made nothing less than an A or B throughout my time at NCU. This is unacceptable and needs to be rectified.

Desired Settlement: To receive the MBA that I deserve and not have to pay them more money.

Business Response:

February 8, 2012 

Better Business Bureau 

Caitlin Denning
4428 N. 12th Street 

Phoenix, AZ  85014 

 

Re: Better Business Bureau Complaint # *******

 

Dear Ms. Denning: 

 

This letter is in response to the above referenced complaint by ****** *******. The student has been allowed to submit her graduation request form so she may be awarded her MBA. The student is in pending graduation status as of today. 

 

Please let me know if you have any questions. 

 

Sincerely, 

 

Dr. Janet Booker 

 

Ombuds, Office of the Provost 

Northcentral University 

e: jbooker@ncu.edu 

p: 888-327-2877 x 8048 

f: 928-443-1466 

 

4/1/2012 Problems with Product/Service