Important information
- Customer Complaint:Recently, BBB has received complaints for this company that allege billing, product, sales, and customer service issues. Complainants allege that this business may misinform them regarding the cost of attendance at the university and the amount of financial aid that may be available to the student. Some consumers report that the company may overcharge for classes. Other complainants state that the company may fail to respond to the customer when problems arise. In addition, when complainants ask the university to explain additional fees or tuition amounts on their account prior to paying the fees, the company may send the student’s account to collections without an explanation. Furthermore, some consumers report dissatisfaction with the quality of the academic programs, the professor’s lessons, and the attentiveness of the advisors employed by the university. At this time, University of Phoenix is responding and resolving all BBB complaints.
Complaints
This profile includes complaints for University of Phoenix's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 103 total complaints in the last 3 years.
- 33 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:03/17/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Fall of 2024, I was placed in Professor ***** **** Wagners MHA-506 class, which I failed due to her failure lack of clarification for the assignments she post. Ive been a great student and successfully completed every class except hers. Spring semester 2025, I was told she was the only professor for this class. So once again Im back in her class and its no difference. I emailed her after she stated my assessment was not met, which I felt was. I listened to her collaborate session and went back over my work and still dont understand what Im missing. I asked and was told that she cant look at my work prior to me submitting it,. Meanwhile, shes not explaining anything thats missing from my work she did review. When I call the school, Im told they listened to my prior calls, and never heard me mention my issues with this professor. In the state of ************, its illegal to record without asking my permission. I bring that up because when I ask to hear those recording, I was told no. Ive also looked up this professor and she has a 1.2 out of 5 rating on rate your professor site. Most of the complaints sound very similar to mine. A few people who failed her class mentioned how they passed with flying colors with another professor. I was offered a 200 fee to withdraw out of this class, but no guarantee to be placed with a different professor. Another issue I see lots of students complaining about. I shouldnt have to pay to leave a class where there is an issue, and I cant speak to the professors supervisor. Meanwhile, Im told to file an appeal if I fail. Thats the solution? After speaking with my attorney, I was told to take this step first prior to him moving forward. Im asking for Professor supervisor to listen to the collaborative session, and my work, and please explain whats missing. If not, I would like to be removed from this class, and placed with another professor, without being recharged. My advisor failed me placing me back in this class
Business Response
Date: 03/24/2025
RE: Complaint # ********; ***** ******
Dear ******* *******:
The University received the BBB notice of this complaint on March 18, 2025. We have completed a thorough review of the concerns and provided a response directly to the student on March 24, 2025 at 9:39 AM at the email address they provided to the BBB.
The response contains information subject to the Family Educational Rights and Privacy Act (FERPA), and informs the student they may share the response with the BBB at their election.
Please let us know if anything additional is required so that we may respond accordingly.
Thank you,
University of Phoenix
Resolution Services
*************************
Phoenix, AZ 85040
***********************************************************************Initial Complaint
Date:03/08/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
They are not passing me on a course I know I passed with a c- and I don't have the funds to retake the course do to this happening 2x before and then taking over 5 thousand dollars from my grants and loansBusiness Response
Date: 03/11/2025
RE: Complaint # ********; ***** ***
Dear ******* *******:
The University received the BBB notice of this complaint on March 8, 2025. We have completed a thorough review of the concerns and a response was sent directly to the student on March 10, 2025.
The response contains information subject to the Family Educational Rights and Privacy Act (FERPA), and informs the student they may share the response with the BBB at their election.
Please let us know if anything additional is required so that we may respond accordingly.
Thank you,
University of Phoenix
Resolution Services
*************************
Phoenix, AZ 85040
***********************************************************************Initial Complaint
Date:02/28/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My name is ****** ****** Student# **********. I currently go to University of Phoenix for my Masters Program in *************************** I started the Master Program on February 04, 2025. I enjoy going to school. I am a little disappointed that i have not received my financial for my financial aid. I have spoken to several representative in the ****************** and one of the **** finally put in a ticket to fine out where the financial aid is. The ticket was put in on February 21, 2025. So far they are are near resolving the issue with my reward letter. I checked the financial tab and it show I will be getting financial aid but it only says to be determined.I understand due to the new president election that it delayed some things about receiving the financial aid. I am receiving billing notices by email. Can you please resolve the issue so I can sign my reward letter.Business Response
Date: 04/18/2025
RE: Complaint # ********; ****** ******
Dear ******* *******:
The University received the BBB notice of this complaint on April 25, 2025. We have completed a thorough review of the concerns and provided a response directly to the student on April 17, 2025 at 9:51 AM at the email address they provided to the BBB.
The response contains information subject to the Family Educational Rights and Privacy Act (FERPA), and informs the student they may share the response with the BBB at their election.
Please let us know if anything additional is required so that we may respond accordingly.
Thank you,
University of Phoenix
Resolution Services
*************************
Phoenix,AZ 85040
***********************************************************************Initial Complaint
Date:02/18/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have been attending The University of Phoenix for almost 3 years. I have been audited twice, and just approved for my fafsa, and turned in all the required documents, on several occasions. Now with the new semester starting, my school guidance caseworker ****** ***** is showing extreme differential indifference. I have until 3-6 to turn in several documents, I just gave them. I have images of proof that after getting approved for my FASFA, that my courses were already set and everything in order. I have copies of all conversations. Next ****** ****** took off all my upcoming courses, she is refusing to answered my calls. Which where my courses are normally, are now a notification saying to contact her. After the school heard I was a full time authorized tester with Hackerone, they have been resorting to cruel and unusual punishment, now with the latest to deny my education and degree. The school gave me a voucher to take my test, the **** say my vouchure is not good, but the school says it is. One unusual occurrence after the next.Business Response
Date: 02/25/2025
RE: Complaint # ********; ****** *****
Dear ******** ******:
The University received the BBB notice of this complaint on February 18, 2025. We have completed a thorough review of the concerns and provided a response directly to the student on February ******* at 3:25 PM at the email address they provided to the BBB.
The response contains information subject to the Family Educational Rights and Privacy Act (FERPA), and informs the student they may share the response with the BBB at their election.
Please let us know if anything additional is required so that we may respond accordingly.
Thank you,
University of Phoenix
Resolution Services
*************************
Phoenix, AZ 85040
***********************************************************************Initial Complaint
Date:02/11/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I took a course with university of phoenix and want my refund of $2,635 for having a bad instructor and not getting the services rendered for learning and teaching in this course i paid 4.Business Response
Date: 02/11/2025
RE: Complaint # ********; ****** ************
Dear ******** ******:
The University is in receipt of the BBB notice of this complaint. We have previously responded to the outlined concerns with information subject to the Family Educational Rights and Privacy Act (FERPA). If there are continuing questions, the student may reach out to **********************************************
Thank you,
University of Phoenix
Resolution Services
*************************
Phoenix, AZ 85040
***********************************************************************Initial Complaint
Date:02/03/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
The university has decided to withhold my Pell ***** and disperse it little by little. Its always a long wait too.Business Response
Date: 02/07/2025
RE: Complaint # ********; ***** *****
Dear ******** ******:
The University received the BBB notice of this complaint on February 3, 2025. We have completed a thorough review of the concerns and provided a response directly to the student on February 7, 2025 at 3:23 PM at the email address they provided to the BBB.
The response contains information subject to the Family Educational Rights and Privacy Act (FERPA), and informs the student they may share the response with the BBB at their election.
Please let us know if anything additional is required so that we may respond accordingly.
Thank you,
University of Phoenix
Resolution Services
*************************
Phoenix, AZ 85040
***********************************************************************Customer Answer
Date: 02/07/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, as of right now, we are communicating outside of the bbb, but currently not happy with the response. I sent them far more detailed response of what and where my complaints lay. Currently, awaiting their response.
Regards
***** *****
Initial Complaint
Date:01/28/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have enrolled at the University of Phoenix. My decision to choose this institution was influenced by the positive experiences shared by several individuals who have graduated from its program.I was also accepted into two other universities, but I opted for the University of Phoenix due to its established reputation and the recommendations from those who have successfully completed their studies there.Regrettably, my enrollment experience has not been satisfactory. The organization appears to be quite disorganized; in contrast, the other two universities provided me with a transcript evaluation within days of my ************* the University of Phoenix, my enrollment has been delayed until 2/11/25, despite having submitted all necessary paperwork on time. Furthermore, I have been informed that I have not yet been accepted, which raises questions about their organizational efficiency, especially since I received a welcome email indicating otherwise.I was hurried to finalize my financial aid, which I accomplished, yet they have not shown the courtesy to conduct a transcript evaluation of my previous credits.Overall, my onboarding experience has been marked by a lack of professionalism and organization. The customer service experience has not been a positive experience for me this far.Business Response
Date: 01/30/2025
We are not the University of Phoenix.
We are the University Club of Phoenix, and are in no way affiliated with the school.
Please remove this complaint from our account.
Thank you
Initial Complaint
Date:01/25/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On January ******* I received a call from the University of Phoenix informing me that I was on academic probation from a grade made in July of 2024, and this grade was a C. Prior to this call, I knew nothing about being on academic probation, I never received a call, email, or written correspondence from the University reporting academic probation. The person I was speaking with then demanded that I drop out of my program, which was more like bullying me or harassment and I refused. I continued to ask for documentation regarding this so-called academic probation, while asking why am I just learning about a academic probation now, in January of 2025, for a grade that occurred in July of 2024. Still no explanation as this representative continued to insist that I drop out of school. Again I refused. What is weird is that months ago, I was told that I was doing good job and on my way to graduation, since July of 2025, I continued to complete my classes with A's and B's, still no emails or documentation stating that I was in trouble academically.I called the University again on January 17, 2025, and spoke to another representative, who told me that I had been withdrawn without my knowledge, I told him that I never agreed to this withdraw and that I wanted my status reinstated. The representative that I spoke with was rude and refused to help me, which I was then transferred to an academic advisor who told me that I would start classes again on February 4, 2025.On January 24, 2025, I received a message on my school portal stating I was officially withdrawn from the University, without my consent.This fraud on the behalf of the University as well as racial discrimination and discrimination against a person with a disability, as I do have a disability. ******* ***** is the contact **************Business Response
Date: 01/31/2025
RE: Complaint # ********; ****** ********
Dear ******** ******:
We are in receipt of your outlined concerns. To protect your privacy, we are unable to respond with direct information. We appreciate the opportunity to address the outlined issues. The University has a dedicated department to assist students, and we encourage you to contact ******************* by email at ***********************************************************************.
Please let us know if anything additional is required so that we may respond accordingly.
Thank you,
University of Phoenix
*******************
*************************
Phoenix, AZ 85040
***********************************************************************Initial Complaint
Date:01/24/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am a current student with university of Phoenix and my husband and I have both be subject to a hold on our education due to a "randomized internal review". Which doesn't seem to be random since we both were demanded to provide this information.Both of our financial aid has already been given to the school and is now on hold, even though it is our legal right to be able to go to school and receive our excess funding. ALL classes have also been removed. I have already submitted a report to the BBB and have an attorney on standby if needed. I believe we are being targeted and this is absolutely ridiculous.Business Response
Date: 01/27/2025
RE: Complaint # ********; ******* *********
Dear ******** ******:
The University received the BBB notice of this complaint on January 25, 2025. We have completed a thorough review of the concerns and provided a response directly to the student on January 27, 2025 at 2:28 PM at the email address they provided to the BBB.
The response contains information subject to the Family Educational Rights and Privacy Act (FERPA), and informs the student they may share the response with the BBB at their election.
Please let us know if anything additional is required so that we may respond accordingly.
Thank you,
University of Phoenix
Resolution Services
*************************
Phoenix, AZ 85040
***********************************************************************Initial Complaint
Date:01/06/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My supervisor has created a toxic work environment for me, and he has threatened me with being unable to teach in the future. This caused a great deal of anxiety and depression for which I have been receiving treatment through a referral by my primary care physician for me to seek appropriate treatment.Business Response
Date: 01/07/2025
RE: Complaint # ********;***** ****
Dear ******** ******:
The University received the BBB notice of this complaint on January 7, 2025. We have completed a thorough review of the concerns and provided a response directly to the student on January 7, 2025 at 2:55 PM at the email address they provided to the BBB.
The response contains information subject to the Family Educational Rights and Privacy Act (FERPA), and informs the student they may share the response with the BBB at their election.
Please let us know if anything additional is required so that we may respond accordingly.
Thank you,
University of Phoenix
Resolution Services
*************************
Phoenix, AZ 85040
***********************************************************************
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