Complaints

This profile includes complaints for Penn Foster's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Penn Foster

  200 Hickory St Scranton, PA 18505-1135

  
• 

  Penn Foster College

  14300 N Northsight Blvd Ste 125 Scottsdale, AZ 85260-3674

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:06/03/2023

  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 am not liable for the debt with penn foster or ***** corporation I do not have a contract with any of them and they did not provide me with the original contract as i requested

  Business Response

  Date: 06/06/2023

  BBB Case Number: ********
  Student Name *******************************
  Student Number: ********
  To Whom It May Concern:
  
  I welcome the opportunity to address **. *********** concerns. ************************ enrolled into the High School diploma program on March 15, 2022, by submitting a signed enrollment agreement and down payment. I will include a copy of the agreement.
  Due to defaulted payments, **. *********** account was turned over to a third-party collection agency. As of June 6, 2023, ************************ has not requested to withdraw from the program according to the terms of the agreement. As a result,the full program liability was reported to the collection agency.
  Due to the information ************************ provided the BBB, I closed the account out according to the terms of the agreement. The cancellation was completed on June 6, 2023. ************************ will need to speak to the agency directly in order to settle her cancel liability.
  Penn Foster devoted to the educational advancement and satisfaction of all our students. If you have any further questions, please contact me at *************.
  
  Sincerely.
  *****************************
  Sr. Escalation Specialist

• Initial Complaint

  Date:05/05/2023

  Type:Order 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 enrolled in the Appliance Repair course, but I can no longer attend and would like to disenroll and discontinue further payments. I have tried to do this, but it can only be done by phone and I am never available during their customer service hours.

  Business Response

  Date: 05/16/2023

  BBB Case Number: ********
  Student Name *************************
  Student Number: ********
  To Whom It May Concern:
  
  I welcome the opportunity to address **. ******* concerns. **************** enrolled into the Appliance Repair program on February 3, 2023, by submitting a signed enrollment agreement and down payment.
  Per **. ******* enrollment agreement, students can terminate their enrollment via telephone, email or first-class mail. Per the message provided to the BBB, I closed **. ******* account on 5/16/2023 according to the contractual terms. *************** will be provided a refund of $44.51.
  Penn Foster devoted to the educational advancement and satisfaction of all our students. If you have any further questions, please contact me at *************.
  
  Sincerely.
  *****************************
  Sr. Escalation Specialist

  Customer Answer

  Date: 05/21/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:04/21/2023

  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.

  The representative from the college stated it was asynchronous learning when in fact it is not. They require you to take webinars but these webinars are schedule the same day of the week at the same time. When I asked why they couldnt give credit when watched on demand, I was told it was a requirement for discuss among student, teacher, and peers. Although all that is required for the live webinars is to type hello and goodbye and then write a 2 paragraph summary. I have also not been provided my book I needed for a course only to be told the book was back ordered and even though Im almost finished with the course, I can be switched to a new course but nothing I have worked on will be transferred. The instructors are not qualified and never answer questions that are being asked. The institution has been in lawsuits before.

  Business Response

  Date: 04/24/2023

  BBB Case Number: ********
  Student Name: ***** **************** Number: ********
  To Whom It May ***************** welcome the opportunity to address Ms. ****** concerns. Ms.***** enrolled into the Veterinary Technician Degree on November 10, 2020 , by submitting a signed enrollment agreement and down payment. I will include a copy of the enrollment agreement.
  On page 25 in the student catalog it states, Students in certain programs may also be required to attend scheduled online classes in order to pass the course. For the Veterinary Technician program, students are required to attend live webinars in their third and fourth semester.  Students have 12 months to attend webinars that work best with their schedule. Webinars are offered various days and times of the week and even some on weekends to allow flexibility to study at a time that works best for the students, making the program still asynchronous. A copy of the student catalog and more information can be found on our marketing website, ****************************************************************************** .
  On April 21, 2023, a representative reach out directly to Ms. ***** regarding her concerns of the live webinars for the Veterinary Technician program and having a new textbook reshipped as courtesy.
  Penn Foster is devoted to the educational advancement and satisfaction of all our students. If you have any further questions, please contact me at **************.
  
  Sincerely.
  *********************
  Escalation Specialist

• Initial Complaint

  Date:04/18/2023

  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 started August of 22 in a class with Penn Foster and they made me believe that their diploma was recognized in **** and it is not but they proceeded to take money from me since August to April of this year I am dissatisfied of their practices and I would really like to have my money back and an apology I am on Social Security and I need my money if I'm not going to get a diploma that's recognized in the ************* I want to go someplace else like Penna but I want this issue with Penn Foster to be settled if you would please help me

  Business Response

  Date: 04/24/2023

  BBB Case Number: ********
  Name: ***********************
  Student Number: ********
  To Whom It May *********************** welcome the opportunity to address Ms. ******* concerns. **************** enrolled herself online into the High School program on August 31, 2022, by submitting a signed enrollment agreement and down payment. I will include a copy of the agreement.
  Penn Foster High School has earned both regional and national accreditation. Penn Foster is accredited by the ******** ********* ********************** (****). The **** is listed by the **** ********** ** ********* as a recognized accrediting agency and is recognized by the ******* *** ****** ********* ************* (****).
  Penn Foster High School is regionally accredited for grades 9 through adult, by the Commission on Secondary Schools of the ************************* of Colleges and Schools. Penn Foster High School is accredited by Cognia. Cognia offers accreditation and certification, assessment, professional learning, and improvement services to institutions and other education providers. Penn Foster Career School is licensed by the ****************** ***** of ******* Licensed Schools.
  As of April 24, 2023 **************** has completed 9 out of 107 exams. **************** completed 8.4% of the program. If **************** would like to withdraw from the program, she will be held to the terms that she voluntarily agreed to. The cancellation policy is as follows:
  
  If you cancel within 6 calendar days of signing the enrollment agreement you will owe: $0 (100% refund)
  
  
  If you withdraw after 6 calendar days:
  
  
  Before submitting a completed program assignment you will owe:  registration fee + administrative fee + shipping and handling fees (if applicable)
  Up to and including 10% of the program assignments completed you will owe: registration fee + administrative fee + shipping and handling fees (if applicable) + 10% of refundable tuition
  After 10% and up to and including 25% of the program assignments completed you will owe: registration fee + administrative fee + shipping and handling fees (if applicable) + 25% of refundable tuition
  After 25% and up to and including 50% of the program assignments completed you will owe: registration fee + administrative fee + shipping and handling fees (if applicable) + 50% of refundable tuition
  After 50% of the program assignments completed you will owe: full program tuition and any applicable fees
  

  The percentage of the program completed shall be determined by comparing the number of completed lessons received for services by the school to the total number of lessons in the program.
  

  If **************** would like to withdraw from the program , she would owe a liability of $105.90. **************** is not eligible for a refund. 
  Penn Foster is devoted to the educational advancement and satisfaction of all our students. If you have any further questions, please contact me at **************.
   
  Sincerely.
  *****************************
  Sr. Escalation Specialist
  

  
  

• Initial Complaint

  Date:03/07/2023

  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 enrolled in their classes while suffering a mental health crisis. I emailed them per the instructions on their website on 4/12/22 at 1:04pm asking them to cancel my enrollment with all the information I was required to include. I noticed that I am still on auto pay and they are still charging me when I reached out them, they refused to acknowledge I made contact and basically told me have a nice day. Now, I can opt to pay $95 for an extension and attempt to get a state cert I don't want or need or suck up a $900 loss. I would like refunded my money from the time I sent the email requesting the course cancelation.

  Business Response

  Date: 03/09/2023

  BBB Case Number: ********
  Student Name: *****************************
  Student Number: ********
  To Whom It May Concern:
  
  I welcome the opportunity to address **************** concerns. ************* enrolled into the Medical Billing and Coding program on December 9, 2021,by submitting a signed enrollment agreement and down payment. I will include a copy of the enrollment agreement.
  ************** completed 4 out of 44 exams. As per the enrollment agreement, You are responsible for paying and Penn Foster shall be entitled to receive the entire Program Tuition and the Non-Refundable Registration Fee if you cancel (a) more than 12 months after your enrollment. After reviewing *************** account, I was unable to locate any previous correspondence regarding canceling the program. Additional information regarding the refund policy can be found at *************************************************************************** March 9, 2023, I personally reached out to ************** via email to go over any additional concerns she may have.
  Penn Foster is devoted to the educational advancement and satisfaction of all our students. If you have any further questions, please contact me at **************.
  
  Sincerely.
  *********************
  Escalation Specialist

• Initial Complaint

  Date:03/01/2023

  Type:Order 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.

  Canceled enrollment after one month. I paid for that one month. Now I am being told I owe $435 BECAUSE I CANCELED! Mind you it does not state ANYWHERE that you will be charged a cancelation fee and I canceled because I did not have time for schooling due to my father being diagnosed with cancer and 13 months to live. I paid for the ONE LESSON and the month of whatever the fees are for so now why am I expected to pay to NOT ATTEND SCHOOL?!

  Business Response

  Date: 03/02/2023

  BBB Case Number: ********
  Student Name: *************************
  Student Number: ********
  

  To Whom It May Concern:
  
  I welcome the opportunity to address **************** concerns. ************** enrolled online into the Veterinary Technician Associate Degree on May 26, 2022 by submitting a signed enrollment agreement and down payment. I will include a copy of the enrollment agreement.
  

  All cancellation terms can be located on our web site and on each enrollment agreement. For ease of access please use this link, *************************************************************************** time of cancellation, ************** completed 8.3% of the semester. Per the agreed upon terms,
  

  If you cancel within 6 calendar days of signing the enrollment agreement you will owe: $0 (100% refund)
  

  If you withdraw after 6 calendar days:
  

  Before submitting a completed program assignment you will owe:  registration fee + administrative fee +shipping and handling fees (if applicable)
  

  Up to and including 10% of the program assignments completed you will owe:registration fee + administrative fee + shipping and handling fees (if applicable) + 10% of refundable tuition
  

  After 10% and up to and including 25% of the program assignments completed you will owe: registration fee + administrative fee + shipping and handling fees (if applicable) + 25% of refundable tuition
  

  After 25% and up to and including 50% of the program assignments completed you will owe: registration fee + administrative fee + shipping and handling fees (if applicable) + 50% of refundable tuition
  

  After 50% of the program assignments completed or more than 12 months after your enrollment you will owe: full program tuition and any applicable fees
  The percentage of the program completed shall be determined by comparing the number of completed lessons received for services by the school to the total number of lessons in the program.
  

  Per the terms listed above, ************** will owe: registration fee +administrative fee + shipping and handling fees (if applicable) + 10% of refundable tuition.
  

  Due to defaulted payments, **************** account was turned over to a third party collection agency. ************** must speak to the agency directly to resolve her financial obligations.
  
  Penn Foster is devoted to the educational advancement and satisfaction of all our students. If you have any further questions, please contact me at *************.
  
  Sincerely.
  *****************************
  Sr. Escalation Specialist

• Initial Complaint

  Date:02/16/2023

  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.

  They are scam they take your money and you never see them again plus their is office Is in canada but you can not go their office but their office is in the u.s but is a different name vey strange

  Business Response

  Date: 03/01/2023

  BBB Case Number: ********
  Student Name: ***** ******
  Student Number: N/A

  To Whom It May Concern:
  I welcome the opportunity to address *** *******s concerns. An extensive search for an account was made, however we could not locate an account for *** ******.  
  *** ****** is headquartered in Quebec, with operations in the United States through Penn Foster, and internationally through Penn Foster International. *** ****** is accredited by the Distance Education Accrediting Commission (DEAC). The DEAC is listed by the U.S. Department of Education as a recognized accrediting agency and is recognized by the Council for Higher Education Accreditation (CHEA).
  Penn Foster Career School and High School have earned both regional and national accreditation. Penn Foster College has earned national accreditation. Accreditation is a public notification that an institution and a program meet the quality standards set forth by the accreditor. It means that Penn Foster schools and programs have been evaluated against a pre-determined set of criteria set forth by the accrediting body.
  As our programs are available online only, students do not need to physically come to any of our locations for their studies.
  Penn Foster is devoted to the educational advancement and satisfaction of all our students. If you have any further questions, please contact me at (**** ********.
  
  Sincerely.
  Andrew K*******
  Sr. Escalation Specialist
  

• Initial Complaint

  Date:02/10/2023

  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.

  So I unfortunately decided to enroll in Penn Foster through my employer. It took four attempts to successfully cancel my enrollment. I've tried cancelling since December of 2022 and it was cancelled until late January 2022. There are clear policies with instructions on how to cancel, but once you speak to Penn Foster they tell you something different. After jumping through the first hurdle, now I'm having issues with the refund. There is a refund policy that is dependent on how much was completed during the semester. The refund policy does not explicitly state these percentages will be calculated using student's transferred credits. Penn Foster is trying to keep 50% of my refund, however, I only took one class with them. That means they are supposed to give me a 75% refund. I had the unfortunate luck to deal with ***************************** and she has not answered my email when I'd explained that she should not be in including my transfer credits since technically I did not submit assignments to Penn Foster in those classes. I am complaining because I'm entitled to 75% of the paid amount and not 50%. Not to mention, she already miscalculated the first time.

  Business Response

  Date: 02/14/2023

  BBB Case Number: ********
  Student Name: *******************************
  Student Number: ********
  To Whom It May Concern:
  
  I welcome the opportunity to address **. ********* concerns. ******************** enrolled into the Veterinary Technician Degree program via our Business-to-Business with ********* on August 16, 2022. I will include a copy of the enrollment agreement.
  ******************** completed 10 out of 37 lessons. Upon cancelling,******************** is at a  35.7% cancel liability which takes her to the 50%cancellation terms. As stated in the cancellation policy with *********, After you have completed more than 25% but less than 50% of the semester coursework, Penn Foster will retain the lesser of 50% of your tuition amount ($300) or the amount you have paid in tuition as of the date of cancellation, and you will receive a refund equal to the balance of the amount you have paid to Penn Foster as  of the cancelation date. I will include a copy of the cancellation policy with Bluepearl. The cancellation terms do not apply to the 9 transfer lessons but instead the lessons taken with Penn Foster. If ******************** has any concerns regarding her cancellation policy,she can reach out to Bluepearl directly.
  Penn Foster is devoted to the educational advancement and satisfaction of all our students. If you have any further questions, please contact me at **************.
  

  Sincerely.
  *********************
  Escalation Specialist

• Initial Complaint

  Date:01/10/2023

  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.

  I have been trying to sign up for the next module of classes for plumbing as I am almost at the end of my apprenticeship. I completed the first mod of classes and was told by ***************************** to send test to him via scan. Sent it over and asked for confirmation of receipt and have heard nothing for 2 months. Have called and spoken with the school they said another form needed to be sent with it. Can't get a straight answer and the grade for my final test still not posted. This is because when I started before covid it was on paper and have since upgraded to online testing. I have no access to that mod online testing so had to have exception and hence sending it in. I have called numerous times to enroll with ***************************** in my next mod and he will tell me they don't do payment plans. Has to be paid in full. Then tells me he will see what he can do with finance. I recieve weekly emails from Penn Foster outling my plumbing program and showing that you can do 1 of 3 options. 1. Pay in full, option 2 pay $39 down and $59 a month auto withdraw or option 3 pay $59 a month with mail in coupons. This is holding me back from completion. I want resolution as to why these options are not offered to me. I paid the first mod in full and have never had any issues.

  Business Response

  Date: 01/13/2023

  BBB Case Number: ********
  Student Name: ***************************
  Student Number: ********
  To Whom It May ***************** welcome the opportunity to address Mr. ******** concerns. ****************** enrolled via our Business to ***************** on August 6. 2019. As our Business to *****************s Plumbing program does not meet the requirements for the *********** Technical School System, all students in *********** must enroll with our Business to *****************.
  The screenshots provided by ****************** reflect information regarding the Business to ***************** Plumbing program. On January 11, 2023, the instructor left a voicemail for ****************** regarding his concerns. Mr. ******** ******* exam was graded on January 13, 2023.
  Penn Foster is devoted to the educational advancement and satisfaction of all our students. If you have any further questions, please contact me at *************.
  
  Sincerely.
  *****************************
  Sr. Escalation Specialist

  Customer Answer

  Date: 01/26/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  I still have one rep telling me I can't have a payment plan and another offering me a payment plan. I finally got my test graded thanks to the BBB after being ignored for months and trying to male contact with this school. I still have yet to sign up for next module as I am not sure I am going to proceed with this disorganized school model. 
  
  Regards,
  
  ***************************
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 03/28/2023

  BBB Case Number: ********
  Student Name: ***************************
  Student Number: ********
  To Whom It May ***************** welcome the opportunity to address Mr. ******** concerns. As previously stated our Business to Consumer divisions Plumbing program does not meet the requirements for the *********** Technical School System, all students in *********** must enroll with our Business to ******************
  I am going to have a member of our Business to ***************** reach out to ****************** to directly discuss the account and address any additional questions.
  Penn Foster is devoted to the educational advancement and satisfaction of all our students. If you have any further questions, please contact me at *************.
  
  Sincerely.
  *****************************
  Sr. Escalation Specialist

• Initial Complaint

  Date:12/25/2022

  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 enrolled at Penn foster to help myself get a education but the country shut down because of political flu and lost my job and it was hard to pay anything and this company has no companion and they gave me less then a year before they sent me into collections but the country was closed for almost two years and now I'm hurting g even more for a service or product I never received, how do you owe money when you never received anything at all well anyways I finally got back on my feet and called them to catch up and I got a recording saying I've been sent to collections and now I owe then and collections and I would like to continue but I'm not paying a collection agency no matter what.

  Business Response

  Date: 12/30/2022

  BBB Case Number: ********
  Student Name: *********************************
  Student Number: ********
  To Whom It May Concern:
  
  I  welcome the opportunity to address **************** concerns. ************** enrolled into the High School Diploma program on July 5, 2022, by submitting a signed enrollment agreement and down payment.
  All of **************** attempted payments have come back as declined as of December 30, 2022. ************** has been provided with ample notification regarding delinquent payments. On October 24, 2022, ************** stated he would call on October 28,2022 to pay his past due and when his credit card came in he would pay for his program in full with an offered discount. ************** did not make a payment attempt on October 28, 2022.
  Due to defaulted payments the account was sent to a third-party collection agency on December 1, 2022. ************** will need to speak to the agency to resolve his financial obligations.
  Penn Foster is devoted to the educational advancement and satisfaction of all our students. If you have any further questions, please contact me at *************.
  
  Sincerely.
  *****************************
  Sr. Escalation Specialist