Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/11/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The university make me wasted my time and my money. I am from ****** and I try to transfer my transcripts, asked for *** the I paid for this and its not free, after asked for me pay $70,00 I paid , after almost 2 months waiting now asked for *********** and anothers universities never asked for ************ I want my *** Transcript and my money back I paid .

  Business Response

  Date: 04/16/2024

  Thank you for providing us the opportunity to address this applicant's complaint. The ASU admissions office has connected with them to discuss their concerns. 

• Initial Complaint

  Date:03/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They have violeted their own policies and on top of that have shown a significant amount of discrimination towards students of color like myself by ignoring my request for a refund and purposely ignoring it passed the deadline so that they don't have to refund me they need to take the balance off of my account and refund me so that we can part ways. I have received horrible treatment from this school I've experienced significant issues with financial aid in the past especially with higher upside who claimed they didn't over charge me when in reality they did and continued to deny it. They have also done it to other students and this needs to become public because people do not need to pursue their education at a fraudulent place such as this one. I emailed the **** multiple times asking for a meeting to discuss this refund so that I can leave this school. This behavior is disgusting and shows the clear differenc in treatment towards students of color and the ones who are not a minority. I have never received such poor treatment from a u diversity. They have also denied accommodation. Requests their instructors don't teach etc over horrible experience. They need to refund me and take the balance off of my account so that we can part ways and never have to deal with each other again.

  Business Response

  Date: 03/18/2024

  Thank you for providing us the opportunity to respond to this complaint. Our Student Advocacy and ***************** has previously outreached to ************** on multiple occasions to offer assistance with her concerns, and the team remains available to assist her. We recommend she contact SAA via their website, ****************************************************************************** by calling the **** of *************** at **************.
  
  ASU expressly prohibits discrimination and harassment. If ************* believes she has been the subject of discrimination, she is encouraged to contact ASUs Office of University Rights and Responsibilities at ***************************************, or ************. ***** neutral case managers investigate all complaints of discrimination, harassment,and retaliation.
  

• Initial Complaint

  Date:02/01/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ASU approved me for financial aid, so I enrolled in some courses. After it was too late for me to drop these courses, they informed me that I didn't "really" qualify for the financial aid and revoked it. By then it was too late for me to drop the courses (although I didn't immediately withdraw from them, in other words received no benefit), so ASU has ever since then been sending me bills, trying to I guess get me to pay out of pocket for coursework I was only enrolled in because financial aid covered them. I have of course tried repeatedly to get this remedied, but not only has it not been fixed they also choose to not respond to any of my questions or complaints. The most recent email from them said they are now going to send me to collections. I tried resolving this through various financial aid and education agency based services, but it has been ignored by all.

  Business Response

  Date: 02/08/2024

  Thank you for providing us the opportunity to assist this student. Due to FERPA laws, we are unable to share information regarding their educational record; however, we are working with ASU **************************************, as well as ASU **************** Services, to assist the student and are working to contact them directly.

• Initial Complaint

  Date:12/08/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I applied to Arizona State University for their online **** in Computer Science, because I need a technical degree in order to take the patent bar exam and because I am interested in coding software for people with disabilities. I was forced to choose a second choice major, which I didnt want to do, and pay a $75 non-refundable application fee. ASU declined my bid for Computer Science based on GPA reasons even though I am a practicing attorney and have made it through law school. They admitted me in biophysics which was the second choice major I didnt have any desire for. I then applied and was admitted into the **** in Computer Science online program at Southern ************* University. Now ASU is constantly emailing me even though I have asked several times for them to not email me. I have had to spend valuable time reviewing these emails to see whether they were still important to address. I want Arizona State University to stop contacting me, and I want my deposit back.

  Business Response

  Date: 12/15/2023

  Thank you for providing us the opportunity to assist this applicant to ASU. We have worked with different departments within the university to identify sources for possible communications related to the academic program to which ************** was admitted, Financial Aid, and others,and have removed him from all known messaging lists. We believe this should eliminate future emails originating from ASU. We also thank ************** for his understanding that the ASU application fee is non-refundable, as he noted in his complaint and which is identified at the time of application. 

• Initial Complaint

  Date:08/24/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My son went to ********* on 8/22/33, by ASU Student exchange program. On 8/23/23 at 3 pm ** time (6 am ********* time) he landed to *********, after 25 hrs flight. He was informed there, that check in at his dormitory starts at 3 pm, meaning he must stay on the streets / airport for 9 hrs after landing! I immediately contacted ASU , ***** ************************* and Student Housing and *********************** in *********, asking to please accommodate check in time earlier than 3 pm. ASU even did not have contact information for ********* dormitory! Only after I expressed urgency, she "find" their e-mail! Then after I sent e-mail to *****, I got the response 3 hrs later (at 6 pm AZ time), stating that they communicated with my son via whats up and he is all good. I could not believe what I read. I stated once again that my son is NOT **** ok, he is exhausted and frustrated, and I request immediate check, because it is insanity to have 19 yo wait for 9 hrs in airport after 25 hrs flight! There must be a process in place to accommodate foreign students in need! At 7:22 pm (AZ time), 4.5 hrs later after I contacted them, I got one more senseless e-mail, when they stated that they are in touch with my son and its "taken care off"???. As backup option, they recommended me to book hotel. - As of 9 pm (AZ time), 6 hrs after I contacted them and asked to allow my son check in the dorm-, my son has NOT been checked in the dormitory yet.Now I am considering changing the university and I also warned to warn all the enrolled and potential students to be aware of ASU-, especially do NOT send kids oversee with their student exchange, ASU do not do their job, it is not safe and a very frustrating experience. - THEY DO NOT CARE. In my situation, no emergency happened (at this moment), now imagine if there is an emergency! People in the office are neglect and careless. YOU SIMPLY DO NOT CARE!

  Business Response

  Date: 09/01/2023

  Thank you for the opportunity to respond to this complaint. ASUs *********************** has attempted to contact the parent several times in the past week, unsuccessfully, with the intent of discussing their concerns. The student arrived several days prior the first day of check-in for the study abroad program with the ********* University of Science and Technology (*****), and ***** was able to accommodate them into the residence halls the same day of arrival. 

  Customer Answer

  Date: 09/01/2023

  ASU contacted me telephonically twice during the last 2 weeks, during my working hours. I asked them to respond via e-mail and do not call me during my work hours. However, I have not received reply neither via e-mail not BBB- it is obvious because ASU do not want to be responsible, even after they put student in trouble.

  Whoever wrote the response above, go ahead and read one more time the nature of complain, and try to understand that you fail to do your job by being ignorant to urgent requests, not being able to accommodate student living conditions oversee  accordingly ,and putting students in trouble. To make it easier for you, try to imagine your own child, who travels oversee for the first time, after 25 hrs flight, spending another 10 hrs WAITING FOR YOUR DORMITORY PEOPLE TO DO THEIR JOB AND PROVIDE STUDENT WITH THE ROOM. On the top of all the ****, they charged $50 for early checkin (at 1 pm, instead of regular check in time 3 pm). 

  I recommend potential students consider the other reputable colleges, especially if you plan to utilize student exchange program. 

  Business Response

  Date: 09/08/2023

  We understand the circumstance at the center of this complaint was a stressful experience for the student and parent. As mentioned previously,the student arrived unexpectedly several days prior to the first check-in date for the program,and our partner institution, *****, was able to accommodate them into a lodging assignment the same day.
  
  The ASU *********************** is the department best suited to connect with the parent regarding the specifics of the circumstance and support for the student moving forward. They have reached out to the parent multiple times by both phone and email, unsuccessfully, and continue to remain available to connect with her.

• Initial Complaint

  Date:08/18/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My son is a student at ASU (***** Campus). He lives on campus. He lives in the ********************** ***********. He owns a car and purchased a parking permit on campus. On the very first day parking permits were available for purchase, my son got online and attempted to purchase a permit. His only option as a Resident was the Novus garage which is on the other side of campus and not close to his hall. The closest and most appropriate parking area would be the ******** garage. He inquired with the parking department, but the only option given to him was to go on a waiting list for the ******** garage. He purchased the Novus permit and is on the waiting list for ********. To me, this is unacceptable. As a resident on campus, he should automatically be given the option for the closest parking area to his residence hall. If he wants to go off campus to go shopping for groceries for example, he would need to carry his groceries from his car and walk almost 3/4 mile to his dorm room. When I inquire about the situation with the parking department, they offer absolutely no concession. They simply reply with a canned response and advise me to review the campus parking policy. This is poor planning and preparation by the parking department. I would expect a more fair policy to be put in place by the university.

  Business Response

  Date: 08/25/2023

  Thank you for giving us the opportunity to address this concern related to on-campus parking at Arizona State University. ASUs **************************** has connected with ****************** to discuss his request; due to FERPA laws, we are unable to comment on his students specific situation. In general, the availability of on-campus parking spaces at ASU must be balanced between the needs of both on-campus resident students and commuter students, as well as faculty, staff and visitors. The waitlists for various parking locations across campus will be continually reevaluated as the fall semester progresses and the utilization of garages and surface lots change.

  Customer Answer

  Date: 08/27/2023

  
  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.  The resolution was not what I had proposed in my original letter, however the university parking department accommodated my son's immediate need by moving him to a parking structure closer to his residence hall.  Again, this is not the closest structure to his room, but the parking department has assured me that they will keep my son on the waiting list for that closest structure and will accommodate the transfer as soon as possible.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  Date:04/27/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to ASU in 2021 and withdrew from ASU due to out-of-state tuition and I didn't know I had a pending balance at ASU. They didn't contact me at all not even emailed me on my personal email. I only went to college for 3 months then after that they charged me 10k. I even withdraw from the classes. I was told that I wasn't gonna pay at all and they still have me as a registered student. But then I receive a call from the collections team through my mom that I owe money after 1 year. I can't even get my official transcripts they are on hold. I want to enroll in college because I have the money to this year. I just wish I could get those transcripts in paying it off in collections now I just wish the college was better.

  Business Response

  Date: 05/03/2023

  Thank you for providing us the opportunity to assist this student. Due to FERPA laws, I am unable to share specific information, however, ASU's department overseeing student finances and billing has connected with the student to discuss their situation.

• Initial Complaint

  Date:04/24/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took a course ASM 104, thinking it would fulfill a requirement needed toward my degree. In signing up, I made the error of signing up for an SG coded course instead of SQ. It was an honest mistake. A timely and costly mistake. However, I did not realize this until after I took the course that it was an elective I did not need and that did not count toward my degree. So, I wasted both time and a lot of money. I tried to petition for the credit to be used for something, perhaps substitute for my SQ course and it was denied. I waited a month for a response and after the denial, no other resolution was offered. Other than to appeal. Which I am doing. I feel this is so unfair considering I am a great student, with great grades and I put forth all the time and effort needed for this course. I ONLY took that course thinking it would satisfy a requirement. I am asking for my money refunded for that course, and the course wiped from my transcript. ASU can not give my time and hard work spent on this course back, but they can absolutely give my money back so that I CAN afford to take the course necessary for my degree. It is, a business, after all. If this University truly wants their students to succeed, why arent they more willing and understanding to help a student out when a huge misunderstanding like this occurs; and such an honest mistake is made?

  Business Response

  Date: 05/05/2023

  Thank you for providing us the opportunity to assist this student. Due to FERPA laws, we are unable to share specific information; however, we are working with ASU **************** Services and Financial Aid to assist the student. We have also contacted her directly regarding the resolution to her complaint.

  Customer Answer

  Date: 05/05/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  Date:04/24/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I will be graduating ASU this upcoming spring. Unfortunately, when I **** for my commencement the system didn't record the **** for my convocation for **************************************************. I have contacted the graduation department and they've instructed me to email them to confirm if I can still attend the ceremony. Well, that was last week and I have yet to receive a response from either one. I just want to make sure I will be allowed to attend and walk my ceremony for convocation although the **** didn't go through. I have family flying in to town and I am unable to confirm with them if I can attend my convocation ceremony since ASU is not responding to me. Please help.

  Business Response

  Date: 04/27/2023

  Thank you for providing us the opportunity to assist this student. ASUs ************************************************** has been made aware of ******' inquiry and will respond to provide assistance.

• Initial Complaint

  Date:03/23/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  For several months I attempted to contact ASU with critical questions pertaining to the program. Due to the impending deadlines, I proceeded to apply. I was granted acceptance and continued to submit questions via email to multiple sources, including counselors. As a response, I only received due dates for a deposit. I went ahead and paid the $500 to avoid being removed from the future program set to start in August of 2023. I finally received contact back and found out that it was not a standard program/Univ structure. I would not be able to sign up for classes like a traditional college, and only full-time day attendance was available. As a full-time auditor this would not work with my schedule. I notified them of my numerous attempts to obtain this information over the span of several months. Ultimately, I performed a charge-back and submitted the email evidence of my requests occurring well in advanced of deadlines and my bank sided with me, refunding the $500 deposit as no services were rendered. They contacted me this morning threatening to send it to collections, my opinion is that they should owe me $500 for wasting me time for so long. I'm certainly not paying a ***** though.

  Business Response

  Date: 03/29/2023

  Thank you for providing us the opportunity to assist this student. Due to Family Educational Rights and Privacy Act (FERPA) laws,I am unable to share specific information. However, the ********************************** has contacted the student and is working to resolve the issue.