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:10/30/2024

  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.

  Signed up for Penn Foster at the end of the school year in May. Payed the down payment and signed up for 1 automatic monthly payment to be withdrawn each month on the 23rd/24th. This month they took my payment out twice with NO AUTHORIZATION from myself as I only agreed to make 1 monthly payment. I have called numerous times and have to sit on hold for over 25 minutes each time to be told I cant speak with a supervisor, they have to place a ticket and get a callback within ***** hours. I was told Id be reimbursed within 3-5 business days. Only to call back and no ticket was submitted. After going through all that again, now they say 7-10 business days. Cant speak to anyone revelant and they had absolutely no permission to take 2 payments out and give me the run around when Im a single mother on a budget and have $0 to my name because they refuse to help or give me my money back only giving me the run around

  Business Response

  Date: 11/08/2024

  To Whom It May Concern:? 
   
  I am grateful for the opportunity to address Mr. *************** Mr. ****** officially enrolled in the Penn Foster High School Program on April 23, 2024, by completing and submitting a signed enrollment agreement and fulfilling the necessary down payment requirements.  

  It was brought to our attention that after a glitch in our system occurred, Mr. ****** was incorrectly charged twice for his monthly payment. Since this finding, our IT team has resolved the error and we have refunded the duplicate charge amount back to Mr. ****** via his original payment method.

  We sincerely regret the inconvenience and frustration this has caused Mr. ******* Our Learner Success Team is fully committed to assisting Mr. ****** on his academic journey, and we wish him continued success as he progresses. At Penn Foster High School, we are dedicated to the educational advancement and overall satisfaction of all our students.? 
  
  Sincerely, 
  ******* E 
  Learner Success Specialist 

  Customer Answer

  Date: 11/09/2024

  [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:10/28/2024

  Type:Product 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.

  They are not refunding me within the 6 weeks. I have been calling and emailing for weeks. Instead they say they will refund me, which I have in writing from them, but never do. Instead they charge me and mess up my credit. I just want my money back. I have documented ALL of this.

  Business Response

  Date: 10/29/2024

  To whom it may concern:
  
  I am grateful for the opportunity to address Ms. ******** concerns. Ms. ******* officially enrolled in the ************* Agent program on June 6, 2024, by completing and submitting a signed enrollment agreement and fulfilling the necessary down payment requirements.
  
  We received a voicemail from Ms. ******* and responded promptly to her concerns on October 14, 2024 regarding a refund post course cancellation. Due to an error in our system, Ms. ******* received a partial refund. Since, our team has addressed this issue by successfully processing a manual refund to Ms. ******** original payment method for the correct remaining amount she was owed.
  
  We sincerely regret the inconvenience and frustration this has caused Ms. ******** Our Learner Success Team wishes her continued success in all of her future endeavors. At Penn Foster Career School, we are dedicated to the educational advancement and overall satisfaction of all our students.
  
  Sincerely,
  ******* E
  Learner Success Specialist

  Customer Answer

  Date: 10/30/2024

  I received an email saying much the same. As I have been sent many emails filled with guarantees, I am hesitant to close this out before I actually receive the refund. As of 10/30/2024 @ 0938 PST, I have not been refunded.

  Thank you,

  ******* Wingerd 

  Customer Answer

  Date: 10/30/2024

  [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:10/13/2024

  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.

  Through my sons account *** had nothing but issues paying online through his account or calling in to apply payments. We had the IT - customer service department create a ticket on July 2024. After my sons account couldnt be used from Mid June. In September they transferred our file to collections and were charging us until the current date. Which is a violation of the Pennsylvania Civil Code, you can not ethically nor legally charge for services not given. Since September Ive been dealing with a finance manager who called and stated they would credit the full amount since they illegally threw me into collections. I had a ticket in and was waiting for a follow up. Later she retracted her verbal contract with me. Ive received numerous calls stating to call them back and they dont leave a phone number so theyll email me requesting more money for services not rendered. And Ive emailed the executives as mentioned in the bio. None of them work there and forward it to a different department. Its been a very unprofessional and unsettling experience. Causing extreme stress and mental and emotional damages to my health.

  Customer Answer

  Date: 10/23/2024

  I received a voicemail from ******* and this whole situation was resolve properly. I no longer need this complaint opened as the voicemail stated that they have now resolved the issue. Thank you 

• Initial Complaint

  Date:10/04/2024

  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 paid 1350 for a high school diploma they will not give me my information I dont know if this a real school I feel like they scammed me.

  Business Response

  Date: 10/18/2024

  I appreciate the opportunity to address Ms. **************** Our records show Ms. ******* enrolled in the Penn Foster High School Program on March 5, 2024, by completing and submitting a signed enrollment agreement and fulfilling the necessary down payment requirements.

  Ms. ******* completed the Penn Foster High School Program as of September 25th, 2024.  Due to technical challenges with third-party Parchment, the Diploma release was delayed.  Ms. ******* inquiry (September 27, 2024) regarding the release of her diploma was escalated to the Penn Foster Leadership team on September 30, 2024.

  Penn Foster has been in constant contact with Ms. ******* regarding her Diploma. It was confirmed on October 11, 2024, that access to the digital Diploma was available for Ms. ******** Once the learner has received the digital Diploma the printing and shipping of a physical copy begins. ********** was notified of this via email on October 10, 2024 and again on October 15, 2024.

  We are enthused to congratulate Ms. ******* on successfully graduating from Penn Fosters High School Program. It is a great honor to have Ms. ******* as an alumnus and wish her the best in her future endeavors.
  Penn Foster is devoted to the educational advancement and satisfaction of all our students.  
  
  Sincerely,
  ******* ********
  Learner Success Specialist

• Initial Complaint

  Date:10/03/2024

  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 purchased the program believing this was a current tax course that would provide me the information I need as a bookkeeper to keep building my business. I reached out online twice and never heard anything since all the information was not appropriate for the 2024 term. All the information was 2022 and 2023. How are you going to have a tax class that is already out dated.

  Business Response

  Date: 10/09/2024

  To Whom It May Concern:

  
  I am grateful for the opportunity to address Ms. Dufresne’s concerns. Ms. Dufresne’s officially enrolled in the Tax Preparation Program with Penn Foster College on March 20, 2024, by completing and submitting a signed enrollment agreement and fulfilling the necessary down payment requirements.

  
  Our Tax Preparation Program curriculum is typically based on prior tax years. This approach ensures that learners gain a comprehensive understanding of established tax principles, regulations, and laws, which may take time to finalize and integrate into educational materials. Using prior years' data allows for a more accurate and complete learning experience, as the information is well-documented and thoroughly vetted. Additionally, many of the core concepts and processes remain consistent, providing a solid foundation for understanding current and future tax practices.

  
  We sincerely regret the inconvenience and frustration this has caused Ms. Dufresne. Our Learner Success Team is fully committed to assisting Ms. Dufresne on her academic journey, and we wish her continued success as she progresses. At Penn Foster College, we are dedicated to the educational advancement and overall satisfaction of all our students.

  
  Sincerely,
  Kendall E
  Learner Success Specialist

• Initial Complaint

  Date:10/02/2024

  Type:Billing 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 have contacted Penn Foster College on numerous occasions, both by phone with excessive wait times each time and their online chat option, trying to obtain an itemized billing statement for the Medical **************** Program I completed in April 2024. My employer provides a tuition reimbursement benefit, however they require I submit an itemized billing statement to complete this. Each time I have contacted Penn Foster College, I have been told varying things relating to my request, either that the school doesn't provide a billing statement which seems almost absurd frankly or that billing statement has been requested and would be mailed to me though each time it has failed to show up. While I do have the student agreement and the paid in full letter provided through the online student portal, I have been informed by my employer's accounting department that these are not sufficient in meeting the requirement of an official itemized billing statement. In light of this, I have now exceeded the 60-days in which my reimbursement isn't considered taxable and will now be taxed on the tuition reimbursement I receive. I am hoping to rectify this issue by having Penn Foster College send me an official billing statement immediately.

  Business Response

  Date: 10/08/2024

  BBB Case Number: 22370664
  Student Name: ******* ******
  Student Number: 23897595
  
  To Whom It May Concern:
  
  I welcome the opportunity to address Mr. ****** concerns. ******** enrolled into the Medical Billing and Coding diploma program on May ******, by submitting a signed enrollment agreement and downpayment. I will include a copy of the agreement. Mr. ****** account went into graduation status on July 21, 2024.
  All terms and conditions were listed on the enrollment agreement the Mr. ****** signed. This included the full price of the program. Students can review all payment information via their Student Portal. On October 8, 2024,a statement of account was emailed to Mr. ******* I will include a copy of the statement. We do not have any other documents that we can provide to **********
  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: 10/09/2024

  [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.  Might I humbly suggest a change in practice and communication with those who take customer service calls and messages that in fact this statement of financial account can in fact be requested and provided upon request as it appears that there is a misunderstanding or miscommunication which required I submit this complaint through the BBB to obtain it. I appreciate the expeditious effort and response. 
  
  Regards,
  
  ******* ******
  
  

• Initial Complaint

  Date:09/30/2024

  Type:Customer Service 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 hope this message finds you well. I am writing to express my concerns regarding the expiry of my semester in the Veterinary Technician program. I enrolled on July 6, 2022, and actively worked on my studies throughout 2022. However, in 2023, my dog became seriously ill, requiring my full attention and round the clock care, which ultimately led to his passing. This took a significant emotional toll on me, prompting a decision to pause my studies.I believed the program was self-paced and was unaware of any time limits for semester completion. My enrollment agreement didnt mention a one-year requirement. Had I known, I would have requested an extension.I spoke with a representative who said this info is in my account preferences, but I found it hard to navigate. Although my access expired on 07/06/23, I still have access to my coursework, which confuses me further.Moreover, I was disappointed to learn that I received no notifications about the impending expiration of my program. The absence of an option for alerts regarding semester expiry is concerning, especially since I was informed about a missed payment via email on August 16, 2023after my semester had already expired. If Penn Foster can send reminders about missed payments, I believe similar communication regarding program expirations is equally important.The only option presented to me was to re-enroll and pay for the first semester again, which feels unfair. I raised my concerns, but they werent acknowledged.Given my situation, Im unsure about continuing with the program and would like to explore options regarding the semester I already paid for, including a refund. Thank you for your attention to this matter.Sincerely,****** *** *********************** Student ID: ********

  Business Response

  Date: 10/07/2024

  BBB Case Number: 22361256
  Student Name: ****** ***
  Student Number: 57802733
  
  To Whom It May Concern:
  
  I welcome the opportunity to address Ms. **** concerns. ****** enrolled into the Veterinary Technician A.S. Degree Semester 1 on July ******, by submitting a signed enrollment agreement. I will attach the Enrollment Agreement.  
  All terms and conditions were listed on the enrollment agreement the Ms. *** signed. On October 2, 2024, the Veterinary Client Coordinator reached out to Ms. *** to discuss her concerns and the programs terms. An agreement was reached, and Ms. *** is now enrolled under the ** number ********.
  ********************** 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: 10/07/2024

  [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:09/30/2024

  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.

  Signed a school agreement on 6-6-23 that said if I cancel after 6 days of starting I would get my money back it said nothing else so I got in a accident and my schooling expired on 8-28-24 and I called to get my money back since I can't work now with my leg gone and they are refusing my refund saying it was only good for a year but nowhere on my agreement does it say that.

• Initial Complaint

  Date:09/29/2024

  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 am writing to formally express my dissatisfaction with the service I have received as a student of Penn Foster College. I am reaching out to you because I do not know where else to turn for assistance. Since my enrollment in August, I have experienced numerous issues with account management and financial mishandling. I was mistakenly enrolled twice, leading to two separate monthly payments that I cannot afford. Despite submitting multiple support cases and making numerous phone calls, the issue remains unresolved, and my concerns have not been addressed for several weeks.I have attempted to speak with individuals in the admissions, financial, and general support departments; however, all phone numbers provided on the Penn Foster website and learner support portal consistently redirect me to the same customer service team. Due to this repeated redirection and the lack of escalation, I am beginning to doubt the existence of separate departments altogether. Furthermore, I have been assured multiple times that someone would get back to me, yet no one has reached out.Due to the poor handling of these issues, I would like to withdraw from the program. However, I was informed there would be a $2000 liability fee. While I understand this is stated in the tuition agreement, given the numerous service failures and unresolved issues, I do not believe it is fair or ethical to charge such a high feeespecially one that exceeds the cost of tuition.I am seeking your help in finding a fair resolution to this matter, as I wish to avoid escalating this further if possible. I would appreciate your assistance in addressing these significant concerns, as my experience so far has raised questions about the credibility of this program.Thank you for your time and attention to this matter.

  Business Response

  Date: 10/09/2024

  To Whom It May Concern:? 
   
  I am grateful for the opportunity to address Ms. ******* concerns. Ms. ****** officially enrolled in the Veterinary Technician Program with Penn Foster College on August 12, 2024, by completing and submitting a signed enrollment agreement and fulfilling the necessary down payment requirements.  
  Our Learner Success and ****************** teams have been in contact with Ms. ****** through various channels to find a resolution regarding the liability on the account. ********************** offers payment plans for each semester, and it seems there was a misunderstanding regarding multiple enrollments. This likely arose due to the financial liability for Semester 1 and the subsequent enrollment in Semester 2. 
  We sincerely regret the inconvenience and frustration this has caused Ms. ******* In light of her less-than-satisfactory experience, we have cleared the balance associated with the cancellation as requested.  
  Please rest assured that we are committed to supporting all our learners and will use this experience to improve our communication and processes moving forward. Penn Foster is devoted to the educational advancement and satisfaction of all our students. ? 
  ? 
  Sincerely, 
  ******* E 
  Learner Success Specialist 
  

  Customer Answer

  Date: 10/10/2024

  
  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. However, while I can empathize with the fact there was a misunderstanding, the fact remains that Penn Foster did not handle this issue appropriately and made it extremely difficult to obtain any clarification or pertinent information. Their inadequate support system prolonged the misunderstanding which resulted in this escalation. I highly suggest they look into their various lines of communication and support for students so that this does not occur in the future.
  
  Regards,
  
  ********* ******
  
  

• Initial Complaint

  Date:08/21/2024

  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 attend ********************************************* and during my time attending the schooling I was unable to get into the the website to submit test or do anything for about two week upon doing the course I was doing I did not like it and I called to ask if I could change my course they told me I was to late being that I could not get into the course they should granted me the change. They are changing me a cancelation fee I feel I don't owe becuase I was unable to get into the site for two weeks.

  Business Response

  Date: 09/03/2024

  BBB Case Number: 22175217
  Student Name: ***************************
  Student Numbers: 240302L2VQ

  To Whom It May Concern: 
  
  I am grateful for the opportunity to address Ms. ******** concerns. *************************** officially enrolled in the Catering Program with Penn Foster Career School on March ******, by completing and submitting a signed enrollment agreement and fulfilling the necessary down payment requirements.

  It was brought to our attention that ****************** was experiencing challenges submitting an exam within one of the courses. Our Learner Success Team has connected with ****************** in efforts to resolve the issue. ****************** was asked to provide screenshots or a video of the challenge she had encountered.  Our team did not receive the requested information to further assist in identifying and resolving the issue.

  We regret the inconvenience and frustration this has caused. ****************** did confirm with one of our advocates on March 18th,2024, that she wanted to continue within this program.  As a gesture of goodwill, our Learner Success team has removed Ms. ******** account from collections and cleared the balance associated with the cancellation as a courtesy for the inconvenience caused.Rest assured, we are dedicated to supporting *************** academic journey and wish her well with the next path.

  Penn Foster is devoted to the educational advancement and satisfaction of all our students.  

   
  Sincerely. 
  ***********************************
  Student Services: Supervisor