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:03/30/2024

  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.

  my courses have bin locked, they give u this false hope of u do it on yuh time but they are trying to stop me from completing my course .. every time i called i get a different response from different ppl .. i try calling they say the phone is down but a WHITE lady was able to call that sane day and get them .. i also have pics that they end the chats as soon ad they see my name .. i am in mental and emotional distress this racism needs to end this had bin happen from the 1 day i signed up

  Business Response

  Date: 04/11/2024

  BBB Case Number: 21507619
  Student Name: ***** Massicot 
  Student Numbers: 240315W1SN
  To Whom It May ********************************    I am grateful for the opportunity to address ************************ concerns. ******************** officially enrolled in the Diesel Mechanics/Heavy Truck Maintenance: Career Diploma program on March 15, 2024, by completing and submitting a signed enrollment agreement and fulfilling the necessary down payment requirements.

  On March 16, 2024, ******************** inquired about the opening of additional courses. At this time ***** had already completed his first course Orientations to Diesel Mechanics. Our leaner Success Advocates did advise it would take 2-3 business days to process the request. ******************** completed multiple courses within a 2448-hour period. Once completed, additional time is required to manually open the subsequent courses due to the advanced progression.

  ******************** submitted numerous inquiries regarding his coursework from the time of enrollment 3/15/2024 to yesterday 4/10/2024.  Each inquiry was handled promptly. During the interactions with ********************, it was reported the learner was using unfavorable language with various members of the staff. Due to the reports, an unofficial warning was given to ******************** for violations of the Code of Conduct.

  The Student Code of Conduct safeguards the rights of students, faculty, staff, and Penn Foster itself, fostering an environment of mutual respect and civility in all interactions. All Penn Foster students and those authorized to represent students are expected to adhere to the standards and policies set forth by the school.

  I would like to encourage ******************** to review the Student Code of Conduct, which can be located within the student catalog, as well as the Unofficial Warning that was sent on April 1, 2024.

  I would also like to congratulate ******************** on Academically completing his current program. The learner completed the program as of March 31, 2024. Once the financial obligations have been met, we would be honored to issue a Diploma for his incredible success!

  Penn Foster College is devoted to the educational advancement and satisfaction of all our students.  
   
  Sincerely. 
  ***********************************
  Student Services: Supervisor  

  
  

  Customer Answer

  Date: 04/11/2024

  [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: 21507619
  
  I am rejecting this response because:
  i would like them to provide proof of this bad language the same i provided my screenshots of them blocking me from the chat and lying to me/ giving false information 
  Regards,
  
  ***************************
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:03/28/2024

  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.

  My child enrolled in the high school program, which I paid in full and because she graduated early I was entitled to a refund of ******. I have been reaching out to this company for the past 8 months and have continuously been told that a check will be mailed to me at my current address. I have received all previous correspondences, but have not received a check for my refund. When I call, I am continuously put on hold and/or do not receive a return call at all. This has been going on for the past 8 months. I am seeking help to get money that is owed me by this company. They keep telling me that theyve sent out the check, but I havent received.

  Business Response

  Date: 04/01/2024

  BBB Case Number: 21498595
  Name:************************;        
  Student Numbers: AC2110777
  Student Name *********************
  To Whom It May ***************** welcome the opportunity to address Ms. ********* concerns. ******************** enrolled ************ into the High School Diploma program on June 6, 2023, by submitting a signed enrollment agreement and payment in full.
  Penn Foster does not provide discounts to student who graduate prior to their course expiring.  On June 8, 2023, a transcript evaluation was completed for ************, and we provided credit for 13 credits.This resulted in a discount of $260.00 off the program. As Ms. ***** account was paid in full, a refund check in the amount of $260.00 was issued. The system did appear as though the refund did not process. When we did attempt to reissue the check in February of 2024, it was discovered that the original refund check was cashed by ******************** and ************ already. I will include a copy of the cashed check.
  ******************* received her refund of $260.00 and is not *********** anymore of a refund.
  
  Penn Foster is devoted to the educational advancement and satisfaction of all our students.
  
  Sincerely.
  *****************************
  Escalation Specialist

• Initial Complaint

  Date:03/20/2024

  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 canceled my enrollment in this school back in March of 2023 and received a letter that I was due a tuition refund payment in the amount of $455.20. I have been calling the school and emailing them to let them know I have not received the check that they said they sent me. I just want my refund either back to ****** how I paid or back in a check. I have attached copies of the letter showing the refund I am due.
  
  

  Business Response

  Date: 03/25/2024

  BBB
  Case Number: ********
  Student Name:***** ******   
  Student Numbers: ********
  To
  Whom It May Concern:
  
  I welcome the opportunity to address Ms. ****** concerns.
  Ms. ****** enrolled into the Business Management Bachelor’s Degree on May 13,
  2022, by submitting a signed enrollment agreement and payment in full.
  On March
  30, 2023, Ms. ****** withdrew from the program. The account was closed out and
  the initial refund request was placed. As Ms. ****** has stated she did not
  receive her refund check, we will reissue. This can take a few weeks to process
  and receive. I sent Ms. ****** an email on March 25, 2024, to confirm her
  address. We do apologize that Ms. ****** has not received her refund and are
  working on resolving.
  Penn
  Foster is devoted to the educational advancement and satisfaction of all our
  students.
  
  Sincerely.
  ****** ********
  Escalation Specialist

  Customer Answer

  Date: 03/28/2024

  Thanks for your reply. I will wait until I receive the check and let you know when I get it. 

  Business Response

  Date: 05/17/2024

  
  BBB Case Number: ********
  Student Name:***** ******   
  Student Numbers: ********
  To Whom It May Concern:
  
  I welcome the opportunity to address Ms. ****** concerns. Attached you will find the copy of Ms. ******* cashed, refund check. Ms.
  ****** has received her refund, and her account is closed with a zero balance.
  
  Penn Foster is devoted to the educational
  advancement and satisfaction of all our students.
  
  
  
  
  Sincerely.
  ****** ********
  Escalation Specialist

  Customer Answer

  Date: 05/17/2024

  I apologize but it sent my last reply before I was finished typing. I received the check dated 3/28/2024 from Penn Foster and deposited it on April 10th. I accept this issue as resolved and thank you for your help. 

• Initial Complaint

  Date:03/19/2024

  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.

  I had a stroke on 2/29/24 and due to this can not continue the course. I was working with someone to get manager approval to cancel my contract without having to pay the remaining balance and they are no longer responding after I submitted medical documents of proof. I have tried to follow up several times with no response . I even broke hippa and provided my medical records to the school to show them I indeed had a stroke.

  Business Response

  Date: 03/22/2024

  BBB
  Case Number: ********
  Student Name:**** *******         
  Student Numbers: ********
  To
  Whom It May Concern:
  
  I welcome the opportunity to address *** *******
  concerns. *** ******* enrolled into the *** Certified Wedding Planner program
  on January 19, 2024, by submitting a signed enrollment agreement and down payment.
  To date, *** ******* has completed 53.3% of the program.
  *** ******* initially reached out to inquire on withdrawing from the program on
  February 27, 2024. *** ******* stated she was unhappy with the program. *** *******
  was replied to and was advised that, per her enrollment agreement, she
  completed over 50% of the program and owes the full programs liability.
  On
  March 13, 2024, *** ******* emailed the school to state she had a medical
  condition and wanted to see if sending in proof would waive her liability. *** *******
  was advised to provide the paperwork and that we would review the account. That
  review was still ongoing.
  We
  are sorry to learn about *** *******’s medical condition, however she completed
  over 50% of the program. Per the enrollment agreement that *** ******* voluntary
  signed, she is responsible for the program’s liability. The liability will not
  be waived, and *** ******* will owe her liability.
  Penn
  Foster is devoted to the educational advancement and satisfaction of all our
  students.
  
  Sincerely.
  ****** ********
  Escalation Specialist

• Initial Complaint

  Date:03/15/2024

  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.

  I enrolled at Penn Foster on Tuesday. I did not recieve a welcome email like I was supposed to. When I try to log in with my email, it tells me my email address isn't linked to an account. I have received emails from Penn Foster at the email they are claiming isn't valid. I have called and emailed multiple times with no progress. It makes me want to unenroll and go to a different school.

  Business Response

  Date: 03/25/2024

  BBB Case Number: ********
  Student Name: **** ***** 
  Student Numbers: **********
  To Whom It
  May Concern: 
  
  I am grateful for the opportunity to
  address *** ****'s concerns. *** **** officially enrolled in the Veterinary
  Technician: Term 1 Associate of Science Degree program on March 12, 2024, by
  completing and submitting a signed enrollment agreement and fulfilling the
  necessary down payment requirements.
  On March 19, 2024, *** ****s inquired about the Welcome
  Email and access to the Learner Center (Student Portal). A Learner Success
  Advocate confirmed the accuracy of the email address and proceeded to send a
  duplicate welcome email for her convenience.
  *** ****s has completed the first course, "Starting
  your Program," and has advanced to the second available course,
  "Introduction to Veterinary Technician."
  I would like to encourage *** ****s to reach out to our
  Learner Success Advocates or schedule an appointment using this link College ****** to
  address and discuss any further concerns or inquiries she may have.
  ******** College is devoted to the educational advancement
  and satisfaction of all our students.  
   
  Sincerely. 
  ******** *********
  Student Services: Supervisor  
  

• Initial Complaint

  Date:03/11/2024

  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. PAID. THE. $1109. IN. 1. FULL. PAYMENT... I. RECEIVED. THE. BOOKS. FOR. MEDICAL. BILLING. ... THEN. I. STARTED. TO. FEEL. ILL. I. NEVER. OPENED. THE. BOOKS. I. CALLED. PENN. FOSTER. TO. TELL. THEM. I. WASNT. FEELING. WELL. ..AND. I. DIDNT. KNOW. IF. I. STILL. WANTED. TO. COMPLETE. MEDICAL. BILLING. OR. SOMETHING. ELSE... THE. MAN. AT. PENN. FOSTER. TOLD. ME. THERE. WAS. NO. TIMELINE. TO. *****. MY. 1109. CREDIT. AND. THAT THERE. IS. A. $75.00. FEE. IF. I. DONT. FINISH. THE. COURSE. WITHIN. A. CERTAIN. TIME. ABOUT. A. YEAR. LATER. I. CALLED. THEM. BACK. A. LADY. AT. PF. TOLD. ME. THAT. MY. CREDIT. IS. NOW. 0. ????? WHAT. EXACTLY. IS. THERE. POLICY.... I'M. DOING. A. SEARCH. AT. BANK. FOR. 1109. RECEIPT. AND. THEY. NEVER. SENT. ME. A. LETTER. TO. VERIFY. THIS.. SO. WHAT. EXACTLY. IS. THEIR. POLICY ???

  Business Response

  Date: 03/14/2024

  
  BBB Case Number: 21418962
  Student Name: *************************
  Student Numbers: ******** 21556828
  To Whom It May ***************** welcome the opportunity to address Ms. ****** concern. ************** enrolled into the Medical Billing and Coding program on March 4, 2009, by submitting a signed enrollment agreement and down payment. ************** did not complete the program and let her contracted study time expire. Per Ms.****** enrollment agreement, there are no refunds beyond 15 months of enrollment.
  On August 3, 2011, ************** inquired on her program and was advised that her program had expired. ************** was advised that she was not due a refund, but we could allow her to re-enroll into the current version of the program and we would discount it based on what she originally paid.
  On August 4, 2011, ************** was re-enrolled into the Medical Billing in coding program by submitting a signed enrollment agreement and down payment. ************** has not completed the program and the terns of her enrollment agreement have expired. I am not showing a new enrollment from **************
  If ************** would like to enroll into the program again, she will need to pay for the program. The terms of her previous enrollment agreements have expired.
  Penn Foster is devoted to the educational advancement and satisfaction of all our students.
  
  Sincerely.
  *****************************
  Escalation Specialist

• Initial Complaint

  Date:03/06/2024

  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 want me to pay $2000 for a program I only did a few assignments and dont feel i should have to pay this. i want my account cancelled.

  Business Response

  Date: 03/13/2024

  
  BBB Case Number: 21395129
  Student Name: ********************************;       
  Student Numbers: 22472002
  To Whom It May ***************** welcome the opportunity to address ******************** concerns. ****************** enrolled into the Veterinary Technician associate degree on September 14, 2024, by submitting a signed enrollment agreement and down payment.  
  ***************** completed 9 out of 36 lessons. This means ****************** completed 25% of her semesters tuition. On January 3, 2017, ****************** submitted a request to withdraw from the program. ******************** account was closed out and she was advised of her cancellation terms.
  ***************** is bound to the following terms, 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. ****************** currently owes a liability of $467.25.
  
  Penn Foster is devoted to the educational advancement and satisfaction of all our students.
  
  Sincerely.
  *****************************
  Escalation Specialist

  Customer Answer

  Date: 03/20/2024

  [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: 21395129
  
  I am rejecting this response because:
  I didnt do the course and do not accept this as a response 
  
  Regards,
  
  ***************************
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:03/05/2024

  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.

  I cancelled my sons enrollment with Penn Foster. They said they would issue a credit. They tried to issue a credit to the card that I paid with. That card is no longer valid and I told them that. They said they would mail me a check. As of March 5, 2024 I have not received a refund check and they will not respond to email either. I just want the refund of $686.00 that I am owed and that I have been trying to get since January 23, 2024.

  Business Response

  Date: 03/13/2024

  BBB Case Number: 21388256
  Student Name: ******* Ridge        
  Student Numbers: 23791235
  To Whom It May ***************** welcome the opportunity to address Ms. ****** concerns. As the account in question is not Ms. ****** account, we are unable to provide her with any information. We must protect the privacy of the student as the school follow FERPA laws.  Correspondence will be provided to the student regarding their student account.
  ********************** is devoted to the educational advancement and satisfaction of all our students.
  
  Sincerely.
  *****************************
  Escalation Specialist

• Initial Complaint

  Date:02/23/2024

  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.

  My account was placed on hold due to a balance on another account for the same class, I have requested a statement that shows what was owed and what was paid for each account semester to show I was not double billed. I requested the ledger from the collection company as my previous account was sent to but they don't have a statement just a balance, they have indicated that they have to request it from the school and the school says I have to contact the collection company. I need to review the statement/ledger to make sure I am not being doubled billed as I am taking the same class and every time I enroll it shows a balance for each semester which I pointed out but they are not saying I am not being double billed but unable to provide the proof.

  Business Response

  Date: 02/27/2024

  
  BBB Case Number: 21338712
  Student Name: *******************************   
  Student Numbers: ********
  To Whom It May ***************** welcome the opportunity to address ********************** concerns. ******************** enrolled into the Criminal Justice Bachelors degree program on April 19, 2022 , by submitting a signed enrollment agreement and down payment.******************** was in the Fifth Semester of this program when they requested to withdraw from the program. Due to defaulted payments, Mr. ******** account was turned over to a third-party collection agency.
  ***************** has enrolled into Penn Foster many times in the past. ******************** re-enrolled into the Criminal Justice Bachelors degree on January 3, 2024. Once it was learned that ****************** owed on his previous enrollment, a hold was placed on the new account. ****************** will not be permitted to continue with the new enrollment and will receive a refund of the $39.00 they have paid toward the new account.
  ***************** will need to speak to the collection agency to settle their debt. A letter with Mr. ******** cancellation terms will be sent to them.
  Penn Foster is devoted to the educational advancement and satisfaction of all our students.
  
  Sincerely.
  *****************************
  Escalation Specialist

• Initial Complaint

  Date:02/15/2024

  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 advertise about accepting military benefits but they will not allow me to use my military benefits and I tried to withdraw benefit I can not pay a liability fee because I don't make enough I am part-time employee 4 to 15 hours per week. They allowed me to enroll while I waited for my VA benefits to kick in. Now that I have my certificate. They are saying they don't accept it. I only been enrolled since January 5 and I have to withdraw due to lack of finances. Which is why I was depending on my VA benefits. I am dependent and my mother is a retired disabled veteran. My educational benefits are there. Is there away to resolve this and withdraw without having to pay a liability fee?

  Business Response

  Date: 02/22/2024

  BBB Case Number: 21301030
  Student Name: *********************
  Student Numbers: 24021527
  To Whom It May ***************** welcome the opportunity to address ************** concerns. ************** enrolled into the Veterinary Technician Associate degree program on January 5, 2024, by submitting a signed enrollment agreement and down payment. As of February 22, 2024, ************** has completed 8 exams in her degree.
  Penn Foster does not advertise itself as a school that currently accepts VA benefits. Via our Marketing site, we do provide a Military Section. This can be located at ********************************************************** . We outline underneath the Military Education Benefits section specifically *********** Credentialing Assistance, and the Penn Foster Institutional ***** for Military Personnel, Veterans and Spouses.
  Underneath the Military FAQ section, we specifically address VA Benefits. This can be located at **********************************************************/faq .  We provide the following disclaimer.
  Effective 10/31/22, Penn Foster Group is no longer accepting new enrollments from veterans or their dependents who wish to use their VR&E benefits and GI Bill (veterans benefits) as payment for their educational program(s).
  
  Students enrolled prior to October 31, 2022, will be permitted to continue in their programs and utilize their VA benefits for the full duration of their program as outlined in their enrollment agreement. This change also impacts students who planned to re-enter after a withdrawal from school or those who considered changing their program of study.
  
  As you can see, we do not state that we currently accept VA benefits. On February 2, 2024, ************** called the school in order to have her payment due date changed. During this phone call ************** mentioned the Military. ************** was advised of the ***** that Penn Foster provides and was advised on the steps to qualify for that *****.
  On February 11, 2024, ************** submitted a chat inquiring on how to have her VA paperwork filled out and sent to the VA. An email was sent to ************** on February 12. 2024, advising ************** that our school does not qualify for VA benefits but advised on how to take advantage of the Military ***** offered by Penn Foster. As a result of this, ************** requested to be withdrawn from her program.
  When ************** enrolled into the program, she agreed to be held to the terms of her enrollment agreement. ************** will currently be held to the terms of the agreement.On 2/20/2024 ************** sent an email stating that she would like to cancel the program and start a payment plan to pay her liability. As a result, the course was closed out according to the agreed upon cancellation terms. All cancellation terms can be located on the enrollment agreement and at *************************************************************************
  
  
  
  
  .Penn Foster is devoted to the educational advancement and satisfaction of all our students.
  
  Sincerely.
  *****************************
  Escalation Specialist