ComplaintsforMaryville University

• Initial Complaint

  08/15/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Maryville University has sent me to collection for $1500 for a class I dropped prior to the start of class due to being ill with Covid. On 7/4/2022 I emailed the Solution Squad at Maryville University to drop a class I was registered for because I had contracted Covid 19 and was barely able to function. This date was before the quarter started, but was within a day or two of the class start date. I would have started off a week behind had I attempted to stay in the class with trying to catch up after recovering from Covid. I knew I didn't want to play catch up, which was why I canceled. Being sick and sleeping most of my days between 7/3 - 7/9, I didn't think about school again. I had let them know that I was sick and unable to continue. I didn't check my school email again for awhile, but when I did, I had a lot of "missing assignment" emails. I emailed that instructor and let him know I had dropped the class before the start of the quarter. Which should have been obvious since I had never attended a single class or turned in a single assignment. I thought that was the end of things until I went to apply for the following quarter and found that I was on academic probation. I replied to that email and again stated that I was sick with Covid and had dropped the class. No response. I get weekly calls, texts and email reminding me to register for the next semester, but never anything saying that I owe $1500 for the class I canceled. Until my credit report showed a collection in that amount from the school. I was very sick, I dropped the class. I clearly wasn't there and have the email documentation that shows I dropped it prior to the start date. There is no way I should have to pay this, it's ridiculous!

  Business response

  08/29/2023

  August 25, 2023
  

  Dear Dispute Resolution Department,
  

  Maryville University received a copy of complaint ID ******** and reviewed *** ******** account balance and communication history.  While the University agrees that *** ****** did email her request to withdraw from her course on 7/4/2022, this was beyond the drop period for the course that started on 6/27/2022.
  

  Given Ms. Kroese’s extenuating circumstances due to her medical concerns, Maryville University has decided to remove the $1500 balance on *** ******** account and will remove her account from collections.  We sincerely hope this will help ease some of the burden *** ****** has experienced in her academic pursuits thus far. 
  

  If you need further assistance with this matter, please feel free to contact us at ***** ********* **********

  ******* ************** *****
  Assistant Vice President of Operational Strategy, Service, & Standards
  Maryville University—St. Louis

  Customer response

  08/29/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20475116, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  07/10/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I enrolled in Maryville. The assignments were to read approximately 70+ hours of various articles from journals. Very few assignments included education which could be used in a clinic setting. Further, three times I requested assistance to obtain paperwork to submit my chosen preceptor, all three times I was given the same link which did not help. A student cannot proceed into the next course without a preceptor. Thus, I discuss with staff my need to withdraw from the course based on their failure to assist or provide documents. She responded, "ok, have a good day". It would have been appropriate to educate me at that time concerning the student loan policy. I attempted to speak with Maryville staff about my concerns, they only responded "you cannot prove you asked for help". I was billed >$3687.00 I would like this charge to be discontinued due to failure to provide education (service that was purchased) and failure to provide paperwork necessary to successfully complete the program.

  Business response

  07/23/2023

  RE: Dispute Response—***** ******** ********
  
  Maryville University reviewed Ms. ********’s complaint regarding her balance and institutional charges as outlined in complaint ********.  Ms. ******** was charged $5,578 for tuition and fees for Spring 2023.  Ms. ******** borrowed a federal student loan in the amount of $10,142 to cover her charges and received a refund of $4,564.  When Ms. ******** withdrew from her courses, she became ineligible for the full amount of her federal funds and Maryville University was required by Title IV regulations to return $3,687 to her lender.  This resulted in a balance of $3,687 owed to Maryville University. 

  
  While the University holds that Ms. ********’s charges were in alignment with the institutional refund policy, the University offers an appeal process for students to request an exception to institutional policy.  If Ms. ******** believes she had extenuating circumstances that impacted her withdrawal from her courses and resulting charges, the University encourages Ms. ******** to submit a petition for an appeal. 

  
  For convenience, a copy of the Petition Form will be sent to the personal email address Ms. ******** has on file with the University.  Once received, Ms. ******** should provide the necessary information to complete the form and an explanation as to why she believes the charges should be removed.  Once complete, Ms. ******** will need to submit the form to the University for the Petitions Committee to review.  If Ms. ******** has any questions regarding the process, she can email ***************** for more information.

• Initial Complaint

  02/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In December of 2022 I was looking into a PMHNP program that I could transfer some credits from another school. Over the ensuing 3-4 weeks or so I received upwards of 5 calls a day. I was told that I would be able to transfer my credits so long as I mailed a transcript (among the other paperwork). As a result of this I agreed to attend. This resulted in the school giving me two different accounts under two different email addresses with which to submit the "Intent to Enroll" form. After numerous calls to the "help" desk, the admissions advisor and a few others I solved the problem myself and was able to submit. I was already signed up for two courses at this point which I did not sign up for of my own volition. One of these would have been covered by the aforementioned transfer credits. I enquired about this and was told that the credits were too old to be transferred and the third they would need a syllabus in order to determine whether they could accept it. I was persuaded to drop the one course but retain the second while this was "resolved." This week as an exam approached I spoke with "tech support" as the proctored exam listed itself as submitted after my driver's license didn't work as identification (my Global Entry card didn't work either, my work ID didn't register at all). I could not take the exam as it was already "submitted." I was bounced around between the help desk, the "proctorio" help desk and eventually the after hours live help from Wednesday to Friday. The exam people kept pointing to the school, the school pointed to the exam people and the help desk said that the "help" desk I phoned (the number on their dashboard) wasn't who I needed to talk to and encouraged me to just ask the instructor to fix it...after 50ish hours of jerking me around. So, get people to register then point fingers at admissions for "missing a step" then provide lousy service until you're several thousand dollars in seems to be the way things work.

  Business response

  02/17/2023

  February 17, 2023
  Dear Dispute Resolution Department,
  

  Maryville University received a copy of complaint ID ******** and contacted the student directly to request more details.  We will be researching Mr. *******’s case to identify any areas of opportunity and will use those results to improve the service experience for all students.
  

  If you need further assistance with this matter, please feel free to contact us at ***** ********.
  Sincerely,
  
  ******* ************** *****
  Assistant Vice President of Operational Strategy, Service, & Standards
  Maryville University—St. Louis

• Initial Complaint

  03/18/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I applied to attend college at Maryville University as a returning student for Spring2022 term. I was registered for two courses, or six credits. On 3/2 I emailed the student support center to verify that my Financial Aid went through and that I was not owing. I was informed that I was paid up and that I would also be receiving a refund for the amount awarded that was over the cost of my courses. I started my courses on 3/8 and noticed that the school had canceled one of my courses. I looked at my financial information and it showed a refund amount for the amount of the dropped course and the previous refund amount. I attended my course for just over a week when I was notified that I had a balance of over $1800 owing for the current term. I contacted the student support right away and they told me that I did owe the $1800 because I was only taking 3 credits. This was through no fault of my own. I registered for 6 credits and wasn't on a waitlist or anything. It was the college that dropped the ball. At the very least they should have informed me, but instead they told me, less than a week before classes started that i was all paid up and would be receiving a refund. Now they say that since I was in class a week that I am responsible for $750. They have been horrible to me since last year when I was struggling with my son's cancer, and finally relented when he passed away. Now this, I have no words.

  Business response

  03/25/2022

  March 25, 2022

  
  Dear Dispute Resolution Department,

  
  Maryville University received a copy of complaint ID ******** and reviewed Ms. ******’s account balance and communication history.  Our records indicate that Ms. ****** emailed the University on 1/21/2022 to ask about her balance.  At that time, the University representative explained to Ms. ****** “Changes in your registration can reflect in your financial aid, however, as of today, you [c]ould expect a refund.”  Likewise, on 2/14/2022, the University notified Ms. ****** via email that one of her classes was cancelled and that her registration had changed.  This email also stated, “Changes to your schedule may have financial aid implications.” 

  
  Ms. ****** started only one course on 3/7/2022 because her second course had been cancelled, which indicates she was aware she only had one course to attend.  Ms. ****** did not contact the University to inquire about her financial aid or balance until the following week on 3/15/2022 and withdrew from the course on 3/17/2022.  Because Ms. ****** withdrew from her course during the second week of classes, she was charged 25% of the tuition for that course in accordance with the refund policy published in the Maryville University Academic Catalog.  As a result, Ms. ******’s remaining balance owed to the University is $750. 

  
  It has come to the University’s attention, however, that Ms. ****** experienced some extenuating circumstances while enrolled in her courses at Maryville.  As an institution designed to promote student success, Maryville will occasionally provide relief to students who request assistance due to hardship.  Given Ms. ******’s significant challenges over the past year, Maryville University has decided to waive the $750 balance on Ms. ******’s account.  We sincerely hope that this will help ease some of the burden Ms. ****** has experienced in her academic pursuits thus far. 

  
  If you need further assistance with this matter, please feel free to contact us at ***** *********

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

  Customer response

  03/31/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  Thank you.

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

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