ComplaintsforHerzing University

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 09-2023 I enrolled in Herzing University, I was told I wouldnt have to pay a ***** out of my pocket regardless if I failed a class or not and well now fast forward to now they are saying I have to pay them $2,430 each semester to stay in school even though I do have financial aid but they said I cant use my financial aid because they only scheduled me for 5 credits instead of 6 and theres nothing they can do to help me. Another thing that has happen to me while attending Herzing was they gave students the hessi exam with out teaching us about what would be on the hessi or how to pass the hessi nor what to study for the hessi and if you didnt pass the hessi you would fail that class which I was never told before enrolling, and well I failed the hessi which meant I failed the class even tho I was passing before the hessi was given and another thing was that in the fundamental lpn lab with ************** field we where never signed off nor showed how to do our skill in class she would just make us sign off on things we didnt do and when brought to the attention to the higher up people in Herzing nothing ever came of it another thing that is super unprofessional of them was the way the teachers talk during class especially when the pharm teacher was making jokes about herpies and saying herpies on your d*** which is very unprofessional and distasteful ,which I do have a video of but cant attach for some reason. If you would like the video I can send it to your email or phone.

  Business response

  01/25/2024

  Thank you for making Herzing University aware of the complaint and giving us an opportunity to respond to *********************************. Her concerns have been reviewed and investigated. Below is a summary of our response to the concerns.
  

  1. Changes in Scheduling and Financial Aid
  
  ********************** began in Herzing University ****** Practical Nursing diploma program on May 8, 2023.  ********************** was informed that to participate in nursing clinical courses, all of her required health documents must be submitted on or before June 21, 2023. She was informed of the requirement during New Student Orientation and was reminded of the requirement at various times during the ** 099 course, as well as via email from both the University and the document tracking and storing platform used by the University; ************.
  
  When the deadline was missed, ********************** was told she could not progress to her clinical courses. As a result, she was scheduled for two general education courses in the program. A change in program load and sequencing created a change in ********************** financial aid package,and she was informed of this update on November 20, 2023. While taking the general education courses, ********************** submitted all required health documentation and was enrolled in her nursing courses for Fall B term.Unfortunately, ********************** failed the Fundamentals of Nursing course in the Fall B term which resulted in the need to retake the failed course and thus requiring a second change in financial packaging. She was notified of this change on January 9, ****.
  
  2. **************
  
  The **** milestone exams are built into the Practical Nursing program to gauge student learning. Exams scheduled throughout a program to assess progression readiness are common in nursing education, but less so in other programs. This information is detailed in the Practical Nursing section of the Herzing University Undergraduate Catalog, the ***** Practical Nursing Student Handbook, and is discussed during New Student Orientation. Additionally, the Nursing Program Chair visits each ** 120 Fundamentals of Nursing course to explain the milestone exams, their purpose,the timing, and the next steps when a test is passed or failed. The majority of the students in the ** 120 course passed the **** exam, indicating that the preparation for the assessment at that point in the program is appropriate. 
  
  3. Course ************************************** ** 120 Fundamentals of Nursing course, there were some changes made to the order of skills instruction and check-offs in the laboratory component of the course. The didactic faculty member was concerned skills might be missed or rushed to complete the lab.
  
  To ensure that student experiences were at a satisfactory level, the Academic **** visited Ms. ********** lab section and interviewed 4 of the 9 students taking the lab course about the students lab skills check-off sheets. Each student was asked about their lab experience so far in the term, whether they had been able to cover the information listed for the lab, if there had been clear demonstrations of each skill, and whether their signatures accurately reflected their ability to perform the skills. Finally,each student was asked if they felt prepared to move into their upcoming clinical rotation, and each of the four students answered all questions in the affirmative. The student comments about their class and experience were all positive. 
  
  4. Class Professionalism
  
  As a result of Ms. ********** concern, the Pharmacology Professor was interviewed by the Academic **** to discuss the allegations. The Professor did not remember the specific statement quoted and believed she would have used the anatomically accurate term rather than a slang word in class, but said it is possible she could have used the other word instead and apologized for the possible mistake. The faculty was reminded about the Herzing University P.R.I.C.E. of Success Model which is one of the Universitys core values on which we base our educational and professional philosophy.
  
  Should ********************** have additional questions regarding her concerns, please do not hesitate to contact me.
  
  Sincerely,
  
  ***************************** (SEB)
  Chief ************************************************************************************************************************************************************* Undergraduate Catalog May 2023

  *****************************************************************************************************

  Practical Nursing Curriculum Progression Milestone Exams and Policy
  The purpose of the nursing progression milestone exams and policy is to ensure preparation of the student for the ***** exam. This process validates knowledge acquisition and application through standardized, third-party exams. Students will be required to complete three progression milestone exams at key points in the curriculum as well as an exit exam during the final semester.  Each progression milestone exam is a comprehensive assessment of all content covered in the program up to exam administration.

  Progression Milestone exam #1 is administered after completing **120 and while completing **125.
  Progression Milestone exam #2 is administered after completing **230 and while completing **235.
  Progression Milestone exam #3 is a Pharmacology exam and will be administered during week 4 of the **275 course.

  If the *benchmark score on the first formal attempt is not attained, a plan for remediation will be developed in collaboration with the faculty/program chair/***** coach and a second attempt will be provided.
  

  If the benchmark score is not achieved on the second attempt, the student cannot be registered for any subsequent clinical courses. The student will be registered for outstanding general education requirements and a mandatory nursing remediation course.Students who are registered for the nursing remediation course must actively participate in the course, post attendance, and complete course requirements to be eligible for a milestone retake. Students who fail to actively participate, post attendance, and complete remediation course requirements will be withdrawn from the program and ineligible to take a milestone retake. The final milestone retake is administered to eligible students at the conclusion of the 8-week remediation course. It is important to note that this may impact the anticipated graduation date by a minimum of one semester.
  

  In the event a student fails a nursing course but passes the milestone exam, the student will re-take the milestone exam upon successful completion of the failed course. This will demonstrate retention of knowledge and preparation for the ***** exam.
  

  Students who are successful on the final retake exam will be rescheduled by Registrar Services.
  

  Students who are unsuccessful on the final retake exam will be dismissed from the nursing program and provided advisement on alternative program pathways.
  

  PN Exit Exam
  The exit exam will cover content from all nursing courses, is reflective of ***** readiness and is administered in the final semester. Students will take practice assessments during the **280 course, in conjunction with individualized remediation and completion of assignments focused on ***** readiness.  This is followed by a final exit exam.

  Students who are unable to reach the *benchmark score on the exit exam will receive an Incomplete (I)grade for their **280 course and will be required to successfully reach this benchmark on the final exit exam by the second week of the subsequent semester to resolve the (I) grade.

  If they are unable to resolve the (I) grade by the second week of the subsequent semester, the grade will convert to an (F) grade and the student will be placed on Approved Breakfor the remainder of the semester, during which time they must remain actively engaged in formal remediation.  This will cause a delay in program completion and graduation.  Students should discuss the implications of being on Approved Break with their financial aid advisor.

  *Threshold benchmark scores required to pass the milestone or exit exams are based upon national student performance data and may be changed at any time by the university.

• Initial Complaint

  12/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been attending Herzing since November 2021 and up until recently, have no complaints. In May, I scheduled a phone call with my clinical coordinator to find out more information regarding finding a preceptor. It was during this phone call that I was informed of a test that I would be taking to see my level of knowledge. The impression given during this conversation was that I needn't worry too much about this test. So I didn't. I get enrolled in the test class and proceed to take my first attempt. It was while reading the attestation that I must attest to understanding that should I fail this test after 3 attempts, I will be dismissed from the school. At no point was I informed of what to expect on this test so I didn't study prior to the first one as I didn't know what to study. I fail the first attempt and 7 weeks later, fail the second attempt. It was during this 7 week remediation that I did all the preparation that was provided by the school, under the guise that it would ensure passage of the second test. 105 classmates have been in communication and of them, only 24 passed this exam. I can't imagine that all the students who failed the second attempt are truly that unintelligent. The school is aware of this and are sending generic responses to students. There has been no attempt to rectify this situation.

  Business response

  01/03/2024

  Thank you for making Herzing University aware of the complaint and giving us an opportunity to respond to *************************. Her concerns have been reviewed and investigated.

  ************** is currently enrolled in the Master of Science in Nursing in Psychiatric Mental Health Nurse Practitioner (****PMHNP) program at Herzing University. She started in the program in January 2022.
  
  The exam referenced by ************** was initially included in course NU 671 Clinical Decision Making in Psychiatric Mental Health, which is part of the ****PMHNP program. As part of the course, the students were expected to pass the exam to pass the course (NU 671). If the exam was failed,the course was failed. In an effort to continually improve our program, we analyzed feedback from students and decided to pull the exam out of the course into a stand-alone zero credit requirement.
  
  Students were informed of the requirements and were scheduled for the course as part of their program while completing course NU 671. To provide clarity, the Clinical Proficiency Exam and Policy information was added to the Graduate Catalog. A copy of the policy is outlined below. ************** was enrolled in NSG **** Clinical Proficiency Exam at the same time she was enrolled in NU 671. ************** was registered for NSG **** Clinical Proficiency Exam on May 17, 2023 with the course starting on October 30, 2023. She was able to see the registration for NSG **** on May 17, 2023. ************** participated in the course on October 31, 2023 and the course became active at that time.
  
  This exam tests the students foundational knowledge of advanced pharmacology, advanced pathophysiology, and advanced assessment; all content from three courses previously successfully completed (NU610, NU 621, NU 636) at Herzing University or transferred in from another institution.  As part of this course, all students are provided with learning resources, books, and additional study materials to help prepare for this exam. As indicated in the policy, students are allowed three opportunities to pass this exam. After failing, remediation is provided to the students with resources continuing during the time of remediation.
  
  Students are expected to demonstrate competency and pass the exam. This exam is a representative of the students knowledge in the areas of foundational concepts (Advanced Pathophysiology, Advanced Pharmacology and Advanced Physical Assessment). It tests the foundational knowledge that was acquired to evaluate appropriate preparation prior to entering their specialty courses. Our priority is to ensure that students have all components to be a safe, competent nurse practitioner.  
  
  Please note, due to the Family Educational Rights and Privacy Act, we are unable to comment on other students exam records.
  
  Should ************** have additional questions regarding her concerns, please do not hesitate to contact me.
  
  Sincerely,
  
  ***************************** (SEB)
  Chief Academic Officer 
  Herzing University
  
  
  =========================================================
  Third Party Testing
  Assessment and remediation are critical components of nursing education. Students in the graduate nursing program may be required to take proctored third-party, standardized exams in an electronic format throughout the curriculum. These standardized tests are valid and reliable predictors of success on certification examinations and provide valuable feedback concerning student strengths and weaknesses. Student learning outcome data identifies content areas that require remediation, allowing faculty to personalize student support and intervention. Courses that utilize third-party exams will incorporate the points based upon student performance as specified in the course syllabus.
  
  Clinical Proficiency Exam and Policy
  Students in the graduate nursing program are subject to a clinical proficiency exam following successful completion of the following courses: Advanced Assessment, Advanced Pathophysiology and Advanced Pharmacology (3Ps). This exam is a comprehensive assessment of all content covered in the three courses completed.
  
  The Clinical Proficiency Exam is administered, utilizing a proctoring program, while completing either NU 611, NU 671, or NU 664 depending on the students program.
  
  If the benchmark score on the first attempt is not attained a plan for remediation will be developed in collaboration with the faculty/program chair/success coach and a second attempt will be provided. If the student is below the benchmark score on the second attempt, the student cannot enroll in the next semester clinical courses. The student will be enrolled in any outstanding didactic courses as well as a Nursing Remediation course to provide remediation of the content. At the end of the remediation course, students will be provided a final attempt to demonstrate competency on the Clinical Proficiency exam.
  
  If the student is unsuccessful on the final attempt to demonstrate competency, the student will be dismissed from the program and will not be eligible to re-enter into another practice program. A student who is dismissed may appeal to transfer into any other non-nursing program offered at Herzing University.
  
  Students who are successful on the final retake exam will be rescheduled by ********* Services in the next available clinical course.
  
  Clinical Proficiency Exam
  The following courses are **** semester credit hours associated with the policy outlined above. Students are required to take as co-requisite courses along with NU 611, NU 664, or NU 671, depending on the program of study.
  
  NSG **** - Clinical Proficiency Exam Semester Credit Hours:****
  NSG ****R - Clinical Proficiency Remediation Course (if needed) Semester Credit Hours: ****
  
  
  
  
  

  
  

• Initial Complaint

  08/22/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In July i had to drop a class due to my health and I was told by the school that I wouldn't receive a refund for that class even though it was paid for because I already started the class. My health gradually declined due to my pregnancy so I had to withdrawal from school while on an approved break. I had a student loan to cover the tuition as well as a plus loan I took out. I never signed the title 5 withdrawal from giving Herzing University permission to return to my loan to lender. I knew what I was doing when I took out the loan, the loan was already applied. I will have to pay the loan back so I think I should receive the loan. Also if I was to start in the courses I would of been ineligible for a refund at least that is what the school told me.

  Business response

  09/08/2023

  To whom this may concern,
  Thank you for making Herzing University aware of the complaint and giving us an opportunity to respond to *******************************. We have reviewed ************************** records regarding her concerns over the returned funds. ************************** unsubsidized loan was returned based on the Return to Title IV calculation. The $4363.00 of the unsubsidized loan was unearned based on the ************************** last day of attendance. The funds had to be refunded to the lender as required by policy.The Title IV Authorization - Withdrawal form provides the student an opportunity to provide their preference on how credit balances should be treated and is optional. In this case, ****************** Abregos preference or opt out to complete the form does not apply since the credit balance on the account was not an earned credit balance based on the length of time the student attended in the semester.
  The Title IV Funds Policy is outlined in both the Herzing University Graduate Catalog and on the website.  A copy of the policy is below.
  

  Should ***************** ****** have additional questions regarding her concerns, please do not hesitate to contact me.
  

  Sincerely,
  

  
  ***************************** (SEB)
  Chief Academic Officer
  
  =============================================================================================================================================================================
  Title IV Funds Policy
  Students earn Title IV assistance in proportion to their attendance in school, up until they attend beyond the 60% point of the semester. If a student withdraws from the University at or before the 60%point, he/she will have earned financial aid in direct proportion to the percentage of days attended in the semester. After 60%, the student has earned 100% of his/her financial aid awards for that enrollment period. The Return of Title IV Funds regulation does not dictate the institutional refund policy, but prescribes the amount of Title IV funds a student has earned at the time of withdrawal. The amount of Title IV funds earned or unearned has no relationship to the students institutional charges. The institutional charges are determined by the institutional refund policy. The Return of Title IV regulation, coupled with the institutions refund policy, can result in a student with a balance owed to the University and/or the Title IV programs if the student withdraws from school.
  The formula in brief is as follows:
  Determine the date of withdrawal and the percentage of the payment period attended by the student.  The date of withdrawal is the students last date of attendance.  The last date of attendance is the last date of academic attendance or completion of one of the following academically related activities in an online course: post to a discussion board, submit an assignment, or submit a quiz or exam.
  Determine the amount of Title IV aid that has been disbursed to the student account and the amount of Title IV aid that could have been but had not been disbursed to the student account at the time of withdrawal.  If eligible Title IV aid had not posted to the student account, there may be eligibility for a post-withdrawal disbursement.
  Determine the amount of Title IV aid earned by the student by multiplying the total Title IV aid for which the student was eligible by the percentage of the payment period attended by the student.
  Compare the amount earned to the amount disbursed. If the amount earned is greater than the amount disbursed, then a post-withdrawal disbursement may be made. If the amount disbursed exceeds the amount earned, Title IV aid must be returned. This review is completed within 30 days from the date the school determined the student withdrew.
  Allocate the responsibility for returning unearned aid between the University and the student according to the portion of disbursed aid that could have been used to cover institutional charges and the portion that could have been disbursed directly to the student once institutional charges were covered. The school has 45 days from the date the school determined the student withdrew to return unearned funds.
  Distribute the unearned Title IV aid back to the Title IV programs in the following order:
       a. Unsubsidized Federal Direct Loans (other than PLUS loans)
       b. Subsidized Federal Direct Loans
       c. Federal ******* Loans
       d  Federal PLUS Loans
       e. Direct PLUS Loans
       f. Federal Pell ***** for which a return of funds is required
       g. Federal Supplement Educational Opportunity *****s (SEOG)for which a return of funds is required
  

  
  

• Initial Complaint

  06/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I started at Herzing University-Brookfield Jan 2023. As of Sept 2023, Herzing has implemented an exam called the Milestone. This is a test pilot and **** states it is a success. The complaint is, the did not tell us about this exam prior to enrolling. This exam is pass/fail, regardless if you're passing the class and clinical. We had a meeting with the **** as we were given no prior context to study regarding the exam. He stated he had no information and referred us to our modules that had nothing to do with the Milestone exam. Last week Wed was our first time taking the Milestone. Out of 17 students, 4 passed. Today, there was a retake. Out of those students, 2 passed. This has to tell the **** it isn't working. They are getting rid of great, compassionated, empathetic, eager, and amazing future nurses based off of an exam that was just implemented. Also, they are charging us "room and board" fees for what reason? They don't have dorms. Why is this a fee? I asked financial services about this and was given some made up excuse. Please take the time to look into this university and help the great students that are now leaving due to failing this Milestone. Thank you.

  Business response

  07/06/2023

  Thank you for making Herzing University aware of the complaint and giving us an opportunity to respond to ***************************************. Her concerns have been reviewed and investigated.
  
  ********************** is currently in the Practical Nursing (**)program at our Herzing University Brookfield campus. She enrolled in the ** program on December 22, 2022 and started the program on January 9, 2023. The milestone exams are not a pilot as indicated by **********************. The milestone exams have been in place in the ** program at Herzing University since fall 2022, and information on the exams is clearly outlined in the undergraduate catalog as follows:
  
  Practical Nursing Curriculum Progression Milestone Exams and Policy
  The purpose of the nursing progression milestone exams and policy is to ensure preparation of the student for the ***** exam. This process validates knowledge acquisition and application through standardized,third-party exams. Students will be required to complete three progression milestone exams at key points in the curriculum as well as an exit exam during the final semester.  Each progression milestone exam is a comprehensive assessment of all content covered in the program up to exam administration.
  
  Progression Milestone exam #1 is administered after completing NP120 and while completing NP125.
  
  Progression Milestone exam #2 is administered after completing NP230 and while completing NP235.
  
  Progression Milestone exam #3 is a Pharmacology exam and will be administered during week 4 of the NP275 course.
  
  If the *benchmark score on the first formal attempt is not attained, a plan for remediation will be developed in collaboration with the faculty/program chair/***** coach and a second attempt will be provided.
  
  If the benchmark score is not achieved on the second attempt,the student cannot be registered for any subsequent clinical courses. The student will be registered for outstanding general education requirements and a mandatory nursing remediation course. Students who are registered for the nursing remediation course must actively participate in the course, post attendance, and complete course requirements to be eligible for a milestone retake.  Students who fail to actively participate, post attendance, and complete remediation course requirements will be withdrawn from the program and ineligible to take a milestone retake. The final milestone retake is administered to eligible students at the conclusion of the 8-week remediation course. It is important to note that this may impact the anticipated graduation date by a minimum of one semester.
  
  In the event a student fails a nursing course but passes the milestone exam, the student will re-take the milestone exam upon successful completion of the failed course. This will demonstrate retention of knowledge and preparation for the ***** exam.
  
  Students who are successful on the final retake exam will be rescheduled by Registrar Services.
  Students who are unsuccessful on the final retake exam will be dismissed from the nursing program and provided advisement on alternative program pathways.
  
  The milestone I and II exams are third-party exams provided by HESI and are a compilation of nationally norm-referenced test items. The third milestone is also provided by HESI, but it is a standard exam which is nationally norm-referenced.

  The links for both the Fall 2022,  Spring 2023, and Summer 2023 catalogs are outlined below with a direct link to the milestone exam information.As part of the admissions process, ********************** reviewed and attested to the catalog containing the program outline, description of courses, and other educational terms and conditions (Appendix A). In addition to the catalog, the milestone exams are mentioned in the PowerPoint presentation utilized during the admissions process, and information regarding the milestone exams is referenced in the Practical Nursing Handbook.  

  Fall 2022 Undergraduate Catalog, Practical Nursing - *****************************************************************************************************
  Spring 2023 Undergraduate Catalog, Practical Nursing - *****************************************************************************************************
  Summer 2023 Undergraduate Catalog, Practical Nursing - *****************************************************************************************************
  

  Prior to taking exam #1, ********************* requested a study guide, but we do not provide study guides for the milestone exams. The Academic **** met with ********************** and explained what she could do to prepare for the exam. Due to the **************** Rights and Privacy Act (FERPA), we are unable to comment on ************************ reference to other students pass rate results on the milestone exam. ********************** passed milestone exam #1.
  
  Regarding ************************ statement around room and board. Herzing University is required by the U.S.Department of Education to outline this information in the students financial aid package. These are not fees or charges that Herzing University assesses,but rather estimates of cost-of-living figures to be used when calculating financial aid eligibility. Additional information regarding this fee type may be found on the Herzing University website at *******************************************************. ********* should reference her student ledger card for actual fees charged for the program.

  
  Should ********************** have any additional questions, please do not hesitate to contact me.

  
  Sincerely,

  **************************** (SEB)
  Chief *********************************************

• Initial Complaint

  05/30/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I completed this program in 2019 and asked several of questions about their accreditation and was informed and given paperwork that stated their nursing program was CCNE accredited. I have reached out to them several times since becoming a nurse and have not got a call back. My issue is that I am not able to get my license in certain states because the school accreditation is under review and from my understanding has been for years. I also am having a hard time getting accepted into a BSN program due to the same exact reason. I paid for my degree out of pocket and am still currently paying off some of my deferred balance. I really would like for the schools president and administration to contact me and I would like an explanation as well as my balance with them reviewed. The school has lied and basically stole money from me under false information.

  Business response

  06/14/2023

  Thank you for making Herzing University aware of the complaint and giving us an opportunity to respond to *****************************. Her concerns have been reviewed and investigated.

  **************** graduated from Herzing University ********** Associate of Science in ******* (***) program in December 2019. She originally started in the program in May 2018, withdrew in December 2018, and restarted the program again in March 2019. At the time of Ms. ******* original enrollment (May 2018) and re-entry (March 2019),reference to the *** programmatic accreditation status was clearly outlined in the Undergraduate Catalog. Please see the links below for the archived catalogs. Herzing University made no such representation that the program was programmatically accredited by the *******************************************************). 

  The ***BHM program at the ********** Campus does not have specialized programmatic accreditation by the ************************************************************************************************************************************************** ************,******************). No representation has been made as to when or if such accreditations will be obtained. New and current students should not plan on the program having said accreditation at the time they graduate. Some employers may prefer applicants from programs that have ******************. Students are advised to consult with employers of preference as to the importance of this accreditation on their hiring decisions.
  

  Additionally, the programmatic accreditation status was provided during the enrollment process and reference to the catalog was also indicated in the disclosure document. Please reference the attached Exhibit A.

  Upon completion of the *** program at the ********** campus, graduates are eligible to apply the ************* ***** of ******* to sit for the **************** of ***** *****s of ******* (NCLEX-RN) licensing exam. ************************ requirements maybe found at *************************************************;

  Herzing University reviewed the recorded phone calls to the campus president at the ********** campus, and we were unable to find any call information from **************** specific to the *** program.

  In August 2022, **************** enrolled in the Herzing University ******* ***************** RN to Bachelor of Science in ******* (BSN) program. This RN-BSN program is programmatically accredited by the Commission on Collegiate ******* Education (CCNE). Please reference Exhibit B. **************** withdrew from the program in November 2022.

  Should **************** have any additional questions, please do not hesitate to contact me or our ********** campus ********** ************************** at **************.

  
  Sincerely,

  **************************** (SEB)
  Chief ************************************************************************************* 2018 Undergraduate Catalog
  ****************************************************************************

  May 2018 Undergraduate Catalog
  ****************************************************************************

  January 2019 Undergraduate Catalog
  *****************************************************************************

  May 2019 Undergraduate Catalog
  *****************************************************************************

  May 2022 Undergraduate Catalog
  *****************************************************************************

• Initial Complaint

  05/15/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Herzing University made an error with my credit hours, sent this error stricken form in to the VA, I was paid for a housing allowance that was based on the error, thus I was charged with a debt letter because of this. Herzing University should take care of this ASAP. I am not liable for an error made by Herzing University.

  Business response

  05/25/2023

  Thank you for making Herzing University aware of the complaint and giving us an opportunity to respond to *******************************. Her concerns have been reviewed and investigated. The University recently responded to the VA for the same complaint made by ******************. Below is the response to this complaint and the complaint to the VA.

  Should ****************** have additional questions regarding her concerns, please do not hesitate to contact me. If ***************** has VA specific questions, she may also reach out to *****************************************.

  Sincerely,

  **************************** (SB)
  Chief ************************************************************************ the complaint, ****************** states Herzing University miscommunicated information to the VA regarding her Veteran Rapid Retraining Assistance Program (VRRAP) benefits that resulted in housing allowance debt. Herzing University has addressed Ms. ******** concerns and explains any resolution below.

  Per Herzing University School Certifying Officials:
  The original certification submitted to the VA for Spring (done on 12/15/22) was mistakenly submitted backwards. Ms ******** original schedule put her at 3 credits in the A-term, and 9 credits for the **term. However, our School Certifying Official reported to the VA 9 credits in the A-term and 3 credits in the **term. Please see Attachment 1 and 2.

  When ****************** reduced her **Term schedule from 9 to 6 credits on 3/10/23 this led to our School Certifying Official noticing the mistake of our initial certification. At that time, the proper paper VBA22-1999B was submitted to the VA through Quick Submit. Later Herzing University also updated Enrollment Manager, even though all VRRAP students are not processed through the VAs Enrollment Manager system. Please see Attachment 3 and 4.
  
  Per VA Housing rules, Ms. ******** rate-of-pursuit must be 51% or higher to qualify for Housing Allowance. The ** reevaluates this rate every 8 weeks - twice a semester (A and B Terms). The VA considers a student full-time as an undergraduate student if they are in 6 credits per 8-week term. The A-term 8 weeks when ****************** was in 3 credits would equate to no Housing, as her rate of pursuit was only 50%. The VA sent ****************** housing during the A-term that should have been sent in the **term,due to our original error. Therefore, as the corrected error was reported and processed by the VA it triggered a housing debt letter to the student. The reduction of Ms. ******** **term schedule from 9 to 6 credits did not change her eligibility for full-time housing for those 8 weeks as her rate of pursuit remained above 50%. 

  Regarding payments, ****************** is using the Veteran Rapid Retraining Assistance Program (VRRAP) benefit. The payment model for VRRAP tuition and fees; paid directly to the education institution, is milestone based 50% when the Veteran begins the program, 25%when the Veteran completes the program and 25% when the Veteran finds employment in the field of study. Ms. ******** total Associate of Science in Legal Studies program cost is $13,351 as reported to the VA in Attachment 5 and Herzing University has received 50% of that program cost in $6,675.50. Please see Attachment 6. Therefore, at this time the VA has not overpaid the University for any course or program costs.    
  

  Herzing University is diligently working directly with a VA processor to get Ms. ******** housing allowance debt resolved. On 5/16/2023, our School Certifying Official contacted the *** Hotline and spoke with a VA representative that explained the students Spring ******************************************** and processed correctly now.Unfortunately, this does not clear Ms. ******** debt with the VA, but the VA did pay her additional March and ***** housing allowance & book stipends;which totals more than her current debt. Ms. ******** current housing &book debt is $650.69. The VA paid her $300.32 for March and $813.37 for ***** housing & book allowance. This totals $1,113.69 that ****************** got deposited from the VA the week of May 15th. This is enough to clear her debt and leave ****************** with an additional $463 to keep. ****************** is responsible for paying back the debt with the VA directly, not Herzing University, as this is not related to tuition/fees but rather Housing &book allowance and Herzing University resolved the initial error with the VA processing team directly.  
  ===========
  Note: Herzing University link to our Undergraduate catalog Associate of Science in Legal Studies program:
  *****************************************************************************************************  
  

  Note: Link to Education and Training VRRAP benefit
  *****************************************************************

  Customer response

  05/26/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The **************** Act (***) apply in several ways. The *** sets requirements and standards for educational institutions participating in federal student aid programs, including those that provide benefits to veterans and their dependents.
  Here are a few aspects of the *** that apply in this situation:
  Program Integrity: The *** includes provisions related to program integrity, which aim to prevent fraud, abuse, and misrepresentation in the administration of federal student aid programs. *********al institutions are required to provide accurate and truthful information to the ********** of ********* and other relevant entities. If a school knowingly provides false or misleading information, it may be subject to penalties or sanctions.
  Compliance and Eligibility: The *** establishes eligibility requirements for educational institutions to participate in federal student aid programs. These requirements include maintaining proper accreditation, meeting financial responsibility standards, and complying with federal laws and regulations. If a school fails to meet these requirements or engages in misconduct, it may face consequences such as loss of eligibility to participate in federal student aid programs.
  Student Rights and Protections: The *** includes provisions to protect the rights and interests of students. This includes consumer protection measures and safeguards against unfair or deceptive practices by educational institutions. Students have the right to accurate and transparent information about their educational programs, financial obligations, and available benefits.

  Thus, the school is solely responsible for this error and it is their responsibility ALONE to solve it with the **** OF VA. ********** actions directly impacted me negatively ie cause and effect, which I had no involvement in. Handing it over to the student is not sound judgement and could result in penalties and consequences. Furthermore, this school has engaged in this act previously with other students, which caused significant harm to other students and it needs to be investigated.
  
  Regards,
  
  *******************************

• Initial Complaint

  03/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The first issue that I have is the fact that financial aid never responds to emails, calls, or voicemails. The second issue i have is the fact that I have a balance on my account for maybe 2k thats showing eft, but how is that possible when they dont have my bank information and its been showing that since 3/3 and it is now 3/16. The third issue is the fact that I am currently enrolled in MA program, but no funding is showing anymore and no one has called to explain that. I also show a student balance of $118 and no explanation for that. I also requested to switch programs and was told that it would start in May, but funding doesnt start until September and I am confused because I do not want to stay in a program that I dislike until September. No one from financial aid has reached out to explain absolutely anything. This is very frustrating and unprofessional.

  Business response

  04/04/2023

  To whom this may concern,
  
  Thank you for making Herzing University aware of the complaint and giving us an opportunity to respond to *********************. Her concerns have been reviewed and investigated.
  
  We reached out to ****************** immediately following this complaint to apologize for the frustration and to see what could occur to correct the financial concerns. Unfortunately, there was a Herzing technical error that occurred after ****************** had course schedule changed. A member of our financial aid team was able to correct the number credits which repopulated the financial aid, and a new award notification notice was sent to ****************** personal and Herzing email accounts. ****************** also received her stipend check as soon as the error was corrected. In review of our records, it appears ***************** account is correctly reflecting course scheduling in the new program for the upcoming semester and her financial aid package is updated.
  
  We scheduled a follow-up call with ****************** to address any outstanding concerns, but we havent been able to connect with her directly. A Herzing University financial aid team member left a voice message and emailed her in attempt to connect. Herzing University attempts to return all messages and emails within 48 hours. If ****************** has any additional concerns, we encourage her reach out directly and leave a voice message if we are unable to answer.
  
  Sincerely,
  
  ***************************** (SEB)
  Chief *****************************************

• Initial Complaint

  02/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I feel this school is cheating us out of all the hard work . They are really unfair after all the time spent in finishing and their just charging us to fail.

  Business response

  02/20/2023

  Case #: ********
  Sent to Business on: 02/06/2023
  Business Info:
  Herzing University
  ************************************************************************* 53203
  866508074801225
  
  
  Consumer Info:
  **************************
  ***************************************************************** 53223
  **********
  *********************************
  
  Nature of the Complaint: Repair Issues
  Consumers Original Complaint:
  I feel this school is cheating ** out of all the hard work . They are really unfair after all the time spent in finishing and their just charging us to fail.
  Consumers Desired Resolution:
  Refund
  
  
  BBB Response to Case #********
  

  To whom this may concern,
  

  Thank you for making Herzing University aware of the complaint and giving us an opportunity to respond to *************************. We have reviewed **************** records and found she is satisfactorily progressing in her program. If ************** would like to provide additional information about her complaint we ask that she follow the procedures for filing a complaint or grievance as outlined in the Herzing University Undergraduate Catalog.
  

  Should ************** have additional questions regarding her concerns, please do not hesitate to contact me.
  
  Sincerely,
  
  ***************************** (AS)
  Chief ***************************************************

  Customer response

  02/21/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  *************************

  Customer response

  02/21/2023

  I Have Reached Out to The *********************** regarding the problems not just myself but My Classmates now as well in both semesters honestly even the class before this one . So many things have been added to our program at the last minute and not in a timely manner they put things on us thats their responsibility to let us know . My Class is failing because of a Test they added on again in this program literally 2 weeks before it was due . Weve expressed our concerns and they literally sat in and looked at us like they dont understand that theres so much their asking and not giving enough time Our teacher told us it was her first time teaching the curriculum because it was a test why do us like that using us as dummies without letting us know or even giving us a choice not in the end of our program to have us get so far just to turn us around and make us feel like were not worth being a nurse weve literally rerouted our whole entire life for this . Its not fair and they know that . Its definitely a scam please look into all the complaints it all lays together PLEASE HELP US.

• Initial Complaint

  01/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have tried to contact my schools ************************ multiple times about reducing the amount of money I owe for this semester in school. Last semester they took away a ***** I was receiving stating its no longer offered and expected me to pay more than $18,000 extra after taking it away. Only after I raised concerns about a scam did they take the money off of my account. They promised to take the money off of my account again this semester, but I have received no further communication from them, and they will not answer the phone when I call to get them resolved. I have email proof stating they will be taking the money off, but they are refusing to honor this.

  Business response

  01/20/2023

  To whom this may concern,
  

  Thank you for making Herzing University aware of the complaint and giving us an opportunity to respond to *******************. Her concerns have been reviewed and investigated. ************ started with Herzing University in the Bachelor of Science in Nursing program in January 2022 (spring semester).
  

  On August 31, 2022, prior to the start of the fall 2022 semester, a financial aid advisor from Herzing University contacted ************ to let her know that she had been incorrectly awarded a scholarship at 45% and that moving forward it would be a 10% award. ************ responded that same day indicating she would not be able to afford the tuition increase and asked for clarification. On September 1, 2022, the same Herzing University financial aid advisor responded to ************** email to let her know Herzing would not adjust the amount  awarded in the first two semesters (spring 2022 and summer 2022 at 45%), but that going forward 10%would be the awarded amount. Several additional loan options and funding sources were presented to ************ at this time to cover the benefit gap,including a resource guide. The error was clearly communicated to ************ via email (Appendix A).
  

  On September 9, 2022, the Herzing University financial aid advisor responded to an email from ************ discussing different options and payment plans for both the fall 2022 and spring 2023 semesters. ************ also signed a payment plan. Additional communication occurred with ************ on September 27, 2022 and October 14, 2022 regarding both her fall 2022 and spring 2023 payment plans.
  

  On January 9, 2022, Herzing University financial aid advisor communicated program projection costs for the spring 2023 semester.  At this time, the financial aid advisor offered to schedule some time to discuss the cots with ************. On the same day,January 9th, ************ spoke with the financial aid advisor to discuss funding for the spring 2023 semester.
  

  Herzing University will continue to work with ************ to discuss funding options for her program. Should she have any questions, she can continue to reach out to her financial aid advisor or email ****************************
  Should ************ have additional questions regarding her concerns, please do not hesitate to contact me.
  

  Sincerely,
  

   

  
  ***************************** (SEB)
  Chief *********************************************

• Initial Complaint

  09/27/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I withdrew from classes before I was even half way through the classes and they are still charging me for the whole class. I want the money for the classes I withdrew from refunded. I should only be charged for ONE class!

  Business response

  10/10/2022

  To whom this may concern,

  
  Thank you for making Herzing University aware of the complaint and giving us an opportunity to respond to ***************************. Her concerns have been reviewed and investigated.

  
  ******************** started in the Associate of Applied Science in Nursing program on January 10, 2022 and withdrew from the program on March 25,2022. ******************** was made aware and signed a withdrawal form when she withdrew that explained that her financial aid might be affected as well as Herzings policy for charges for courses taken. The balance owed on Ms.********* account was accurate and in line with Herzing Universitys withdrawal policy. Given extenuating circumstances around Ms. ********* withdrawal from the University, however, her remaining balance has been cleared. ******************** has a zero balance on her account and a ledger card is available should it be requested.

  
  Should ******************** have additional questions regarding her concerns, please do not hesitate to contact me.
  

  Sincerely,
  
  ***************************** (SEB)
  Chief *********************************************

  Customer response

  10/10/2022

  [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,
  
  ***************************
  

*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. ↩