Carpet America

RE: Revdex.com Complaint # [redacted]
Hello,
Thank you for your follow-up message. The University of Phoenix has reviewed this complaint and responded directly to the complainant via USPS mail. Due to privacy laws the University of Phoenix cannot release the results of our findings or communications...

with the complainant without the required written authorization.
If you need additional details that will enable you to close this issue, please contact the complainant.
Best regards,

RE: Complaint # [redacted]     Dear Ms. [redacted]:     Thank you for your follow-up message. The University of Phoenix has responded directly to [redacted] on December 14, 2016. As we are in receipt of the student's completed FERPA release form, a copy of the response has been emailed to you today.Best regards,Joel R[redacted]Dispute Management Administrator  University of PhoenixOffice of Dispute Management  [redacted]Mail Stop: [redacted]Phone:  [redacted] Fax:  [redacted]

I wasn’t emailed on thirsdsay and was advised I would get information via mail. The explaination that was provided to me via email is the same thing that was mailed to me which in no way is sufficient or legal. It’s unacceptable

RE: Complaint Number [redacted]
Thank you for your follow-up message. The University of Phoenix has reviewed this complaint submitted by Ms. [redacted] and responded directly to the complainant.
 
Due to privacy laws the University of Phoenix cannot release the results of our findings or...

communications with the complainant without the required written authorization.
 
If you need additional details that will enable you to close this issue, please contact the complainant.
 
Best regards,
 
 
Tondra R[redacted], MBA/HRM
Senior Manager
University of Phoenix
Office of Dispute Management 
4025 S. Riverpoint Parkway, Phoenix, AZ 85040
[redacted]
Phone  ###-###-####  Fax  ###-###-####
email:  [redacted]

RE: Complaint # [redacted] [redacted] Dear Ms. Rodesno: Thank you for your follow-up message. The University of Phoenix has reviewed this complaint submitted by [redacted] and responded directly to the complainant. Due to privacy laws the University of Phoenix cannot release the results of our findings or communications with the complainant without the required written authorization. If you need additional details that will enable you to close this issue, please contact the complainant. Best regards,Joel R[redacted]Dispute Management Administrator University of PhoenixOffice of Dispute Management  [redacted], Phoenix AZ 85040Mail Stop: CF-S907Phone:  ###-###-#### Fax:  ###-###-####[redacted]@phoenix.edu

December 11, 2016 Mary A[redacted] University of Phoenix [redacted] Phoenix, AZ 85040 Dear Mary A[redacted], July 12th 2016, I initiated email communication to Finance Advisor, Mandi B[redacted], asking about my financial aid. At this time Ms. B[redacted] informed me of the documents needed to process my financial aid for the verification process, and she stated financial aid can take "30 - 90 days." I understood and accepted that at that time, but also asked for communication if anything is else is needed. I then gathered the needed paperwork and submitted them, also informed Ms. B[redacted] the paperwork has been completed. On July 15th, Ms. B[redacted] asked me for the verification worksheet and I also submitted this worksheet on July 15th as shown in the email communication. I never heard anything of the verification worksheet again until October 27th from new Finance Advisor Alesta E[redacted]. On November 29th, I was notified by Ms. E[redacted] that the verification worksheet was needed. I submitted the worksheet for a third time. On December 7th at 3:22pm I received a phone call from Ms. E[redacted] stating "the verification worksheet was not needed a second or third time and because of this error, and my withdrawal from the University the process will be slowed down." She also stated " you will be responsible for the balance if financial aid doesn't pay, the University will not release your transcripts to the new school you plan to attend if there is an unpaid balance." On October 31, 2016, I copied an email to Finance Manager Jaime R[redacted] that I sent to Ms. E[redacted], and received no response or follow up from Ms. R[redacted].. December 7th 11:49am left a message for Ms. R[redacted], no return phone call. On October 26th and December 6th I notified Disability Advisor Greg G[redacted] that I needed some help with this situation because this was affecting my disabilities in a negative way. He referred me to the Finance Manager Jaime R[redacted], and I tried that route with no avail as stated above.   Finally, I made the decision to withdrawal from University of Phoenix with the reason of "medical" and transfer to College of Western Idaho starting date January 17, 2017. I got so tired of hearing the "process takes 30 to 90 days." I can't get a straight answer from anybody I work with regarding my financial aid.   The remedy I am looking for is to be done with UOPX, the balance to be paid by financial aid, and my transcripts sent to CWI.   Please see email communication between myself and University of Phoenix staff members.   Sincerely,   [redacted]

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and would like to give the business the information requested, my date of birth is 5/24/1990 last four of my social is 5515. I do not know my [redacted] number. 
Regards,
[redacted]

We have reviewed the customers appeal and will accept the counter offer of $[redacted] to satisfy the complaint and consider all matters closed.  The issues that are now being brought to light have never been addressed with Carpet America allowing us to fix any claimed problems with the materials or installation.  In fact, the customer first claimed that the installers were "very professional and did a great job".  The customer said "they worked very hard knowing it was a 3 day job and they were great".  There was not any mention of there being a problem or damages.  We do not understand why the customer did not contact us before immediately contacting the Revdex.com.  The manner in which the job was performed was done in accordance with regulations.  As with any laminate or wood installation, this would have created some dust from cutting laminate and cannot be avoided.  This was done outside, as always, and there should not have been any dust that would have scratched or ruined anything.  The installers that performed the job sweep up as best they can and we apologize if there was dust remaining.  The other claims are conflicting reports of what was interpreted and we are sorry that there was any misunderstanding.  The customer claims it took a month to complete the job, however, this was the date that the customer chose upon purchasing the floors.  It was not due to fault of us putting the customer off.  We made arrangements to complete the customers laminate within a few days of the first installation and sincerely tried to accommodate the customers schedule.  We did so by working on an evening and weekend so there would not be any time taken off. We will remit payment of $[redacted] to the customer as the customer has requested to satisfy this complaint and we will consider this a closed matter.  Please advise where a check should be mailed.

RE: Revdex.com Complaint # [redacted] Hello, Thank you for your follow-up message. The University of Phoenix has reviewed this complaint and responded directly to the complainant via USPS mail. Due to privacy laws the University of Phoenix cannot release the results of our findings or...

communications with the complainant without the required written authorization. If you need additional details that will enable you to close this issue, please contact the complainant. Best regards,  Star C[redacted]University Account Analyst

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
As I have stated many many times before, you as a university has a responsibility to tell your students the correct information.  I am finding out you do this to a lot of your students as they get towards the end of their degree.  I am advising them to contact the Revdex.com and the Department of Justice.  I was told numerous times it would not be a problem and that I met all academic areas for the scholarship and the tuition freeze. (Do you not record phone calls?)  I don't care what the paperwork says, you are wrong for leading students to believe they are getting something you never intended to give them or to continue giving them.  As a student who has done well, I would think you would want to see me graduate from your university with good things to say.  Due to your lack of proper training and education of your staff I believe I should get the tuition freeze and my scholarship back.  Own up to your responsibilities and do the right thing.  I don't want to have to take this matter any further, but I will if I have to.
Regards,
[redacted]

RE: Complaint # [redacted] Dear Ms. [redacted]: Thank you for your follow-up message. The University of Phoenix has reviewed this complaint submitted by Jennifer Williamson and responded directly to the complainant. As we are in receipt of the student's completed FERPA release form, a copy of the response has been emailed to you today.  Best regards,Joel R[redacted]Dispute Management Administrator University of PhoenixOffice of Dispute Management  [redacted]
[redacted]
[redacted]  [redacted]  [redacted]
[redacted]

March 28, 2016[redacted] S [redacted]1068 Creatwood CircleSmyrna, GA 30080RE: Account IRN: [redacted]Dear Mr. [redacted]In response to your inquiry received through the Revdex.com March 21, 2016, this letter serves to verify your prior attendance in classes in the MBA degree program at the University of Phoenix.  In order for our campus to remain in compliance with FERPA (Family Educational Rights and Privacy Act) regulations, the details of our review will not be forwarded to the Revdex.com without your written consent.  If you would like us to disclose the results of our review to the Revdex.com, please complete the attached FERPA Release Form and fax it to ###-###-####.  If you still have access to your student website, you can submit this form electronically as outlined in the following steps:Login to eCampus:  https://ecampus.phoenix.edu/portal/portal/public/login.aspxClick on the Program tabUnder Services, click on Request FERPA Release and follow the instructionsOnce received, a copy of this letter will be forwarded to the Revdex.com.  Please keep in mind that you may forward a copy of this letter to the Revdex.com to expedite their receipt as they are requesting this to further review this matter.I have researched your account and found you had a valid balance due of $795.51 as of November 01, 2011 for two weeks out of six in attendance met in your MGT/521 course prior to your withdrawal from the University. According to University records, you were aware of the balance due and had been advised of the collections process that would ensue should the balance not be resolved within a timely manner. Records show that this balance was not resolved within the 90 day period allotted for campus collection efforts and your account was transitioned to third party collections on May 19, 2010 for continued collection efforts. Research shows that when you began attending with the University, you opted to utilize Federal Title IV funding (financial aid) as your primary payment option. In order to utilize this option, each student is required to use the funds provided in an effort to complete the designated disbursement requirements (credits, weeks of instruction and calendar days) in order to “earn” said funds. Unfortunately, University records show that you withdrew from your MGT/521 course and the University prior to the completion of your financial aid certification. The decision to remain out of attendance meant that you were ineligible for Title IV funding (financial aid) as these funds cannot be awarded to a student no longer in attendance. It is important to note that attendance within a week of instruction is constituted by posting into any forum in the classroom environment on two separate days of the week. Each week that attendance is met becomes a financial obligation of the student, as outlined in your student catalog. You acknowledged receipt and understanding of the student catalog on your signed/dated student finance agreement and your enrollment agreement.Review of your account shows that your MGT/521 course was initially invoiced at $2145.00 in tuition ($715.00 per credit hour for 500 level courses at online, and $123.05 per course rEsource fee, including tax) for a total cost of $2268.05. Records show that you received a tuition discount of 5%, which discounted the cost of tuition to $2037.75, plus your resource fee ($2160.80). Upon your premature withdrawal from the course, your tuition was reviewed and prorated to match the “actual” weeks of attendance met in accordance with the University Institutional Refund Policy, located in the consumer guide section of your student catalog.  Your tuition was reduced from $2037.75 to $672.46, adding your resource fee of $123.05 to the balance left you with a total outstanding charge of $795.51, leaving you responsible for the remaining tuition and resource fees assessed to your account ($795.51). Records show that you entered into a payment plan with the campus in which you agreed to make payments of $100.00 each month until resolved in full. Records show that you were informed that any breach of the payment arrangement would result in your remaining balance due being forwarded to outside collections for continued resolution efforts. Unfortunately, your first agreed payment date passed without receipt of payments, which resulted in your account being transferred to outside collections on December 08, 2011. Records show that a payment of $100.00 was received on January 04, 2012 and a second payment of $100.00 was received on February 24, 2012 through payments made directly through your student account, thus reducing your outstanding balance due to $595.51. Unfortunately, no additional payments were received, resulting in the remaining balance of $595.51 being “charged off” and credit reported as bad debt for non-payment on February 24, 2012.  University records show that you entered into a settlement agreement with the designated third party collections agency (Asset Recovery Solutions) in which you made a single settlement payment in the amount of $420.00 on August 07, 2013. The remaining balance of $175.51 was written off by the University of Phoenix on August 07, 2013 in accordance with the terms of your settlement agreement. Once all payments and adjustments were completed, your account was returned to the campus from outside collections in good standing with a zero balance.  University records show that your credit report was updated to reflect an updated status of “paid charge-off” at the time of your settlement (August of 2013). It is important to note that settling or resolving a debt through settlement/payment in full after an account has been charged off does not result in the removal of a derogatory line item, but rather, results in an update to the status to reflect the paid or settled status for the amount of time as designated by the credit reporting agencies. In your inquiry you requested to have the line item associated with your University account removed from your credit report. Because the University has a vested interest in its students both past and present along with their personal and educational goals, we have agreed to grant a one-time removal of the negative line item from your credit report as a goodwill gesture. Please note that it may take up to 30 days for your credit report to reflect the change in status or removal of the line item.  Please note that any future balances with the University remain your responsibility in accordance with University service agreements. We hope that this action serves to aid you. A formal copy of this response has been mailed to the physical address provided on your student account and includes copy of your student account history to date, your student finance agreement and your enrollment agreement for your records and review. Please contact us if you have further questions or concerns. Sincerely,Barb S[redacted]Executive Account AnalystUniversity of Phoenix

Thank you for your follow-up message. The University of Phoenix has reviewed this complaint submitted by Ms. [redacted] and submitted an additional response to the complainant.   As there is a FERPA on file, this response will be forwarded to Karina Rodesno for review.   If you need additional details that will enable you to close this issue, please feel free to contact our office.   Best regards,     Tondra R[redacted], MBA/HRM Senior Manager University of Phoenix Office of Dispute Management  [redacted], Phoenix, AZ 85040 Mail Stop:  [redacted] Phone  ###-###-####  Fax  ###-###-#### email:  [redacted]

Thank you for bringing this matter to our attention.  We have had a manager follow up with Mr. [redacted] and have taken note of his concerns. The University strives to provide excellent customer service, and we regret that our staff has fallen short of your expectations. The University of...

Phoenix is always eager to review comments of deficiencies from its students and works diligently to review and improve areas identified. We look forward to assisting you. Kind regards,  Tondra R[redacted], MBA/HRM Senior ManagerUniversity of Phoenix Office of Dispute Management  [redacted]

RE: Complaint # [redacted] Dear Ms. [redacted]: Thank you for your follow-up message. The University of Phoenix has mailed the response directly to [redacted] on December 20, 2016. We have forwarded the response letter to the email provided and believe this matter to be resolved. Due to privacy laws the University of Phoenix cannot release the results of our findings or communications with the complainant without the required written authorization. If you need additional details that will enable you to close this issue, please contact the complainant. Best regards,Joel R[redacted]Dispute Management Administrator University of PhoenixOffice of Dispute Management  4025 South Riverpoint Parkway, Phoenix AZ 85040Mail Stop: CF-S907Phone:  ###-###-#### Fax:  ###-###-####[redacted]@phoenix.edu

RE: Complaint # [redacted]     Dear Ms. [redacted]     Thank you for your follow-up message. The University of Phoenix has reviewed this complaint submitted by [redacted] and responded directly to the complainant.  As we are in receipt of the...

student's completed FERPA release form, a copy of the response has been emailed to you today.   Best regards,Joel R[redacted]Dispute Management Administrator  University of PhoenixOffice of Dispute Management [redacted]Mail Stop: [redacted]Phone:  [redacted] Fax:  [redacted]Joel.R[redacted]@phoenix.edu

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
Shantell C[redacted]

ID#: [redacted]
Hello,
Thank you for your follow-up message. The University of Phoenix has reviewed this complaint and responded directly to the complainant via USPS mail. Due to privacy laws the University of Phoenix cannot release the results of our findings or communications with the...

complainant without the required written authorization.
If you need additional details that will enable you to close this issue, please contact the complainant.
Best regards,

We received notice of your inquiry on June 3, 2015, regarding your account with the University of Phoenix. I would like to respond to your inquiry and provide clarification regarding the status of your account.I researched your account and found that you enrolled in August 2014 selecting the...

Military/Government Billing plan as your primary payment option: University of Phoenix directly bills the military or other government agency for a student's tuition. The following benefits are eligible for this plan: Marine Gunnery Sergeant John David Fry Scholarship (Chapter 33), Vocational Rehabilitation and Employment VetSuccess program (Chapter 31), and Post-9/11 (Chapter 33) benefit. In order for the University to bill the military directly, the University must collect documentation prior to financially clearing you for courses you attend. However, University records reflect the Certificate of Eligibility was not received in order to process your Military Billing.University records reflect you completed the GEN/201 course in October 2014. Tuition and fees for your enrollment and attendance in the course listed above totaled $1,287.84. As such, the shortfall and balance owed on your account is $1,287.84.  The campus attempted contacting you in an effort to resolve the balance owed. However, the campus can hold accounts only for a limited time. As you did not remit payment for the balance owed, the campus submitted your account to collections on January 20, 2015, for further collection efforts. The campus maintains that all charges on your account are valid as attendance in class is voluntary and constitutes accepting the services provided and acceptance of the applicable fees.  You were provided with the academic and financial policies in the student catalog upon enrollment. You were also provided with information regarding the costs of tuition upon enrollment. You signed documents for your admissions to the University, which included acknowledgement of the hardware and software requirements for attendance, agreement with the policies provided and the financial obligations associated with enrollment in the University of Phoenix. You may request copies of your enrollment documentation by writing to the University Registrar at the University of Phoenix, Mail Stop: CF-L201, [redacted].Based on our thorough review of your account we determined the balance owed of $1,287.84 is valid and correct. While we have determined the balance is valid, the University will waive the balance owed as a customer service courtesy. However, please note that prior to starting any future courses you will need to have all documentation confirmed as received prior to starting the courses and we encourage you to also discuss your account directly with the University’s Veterans Affairs Department to discuss your funding eligibility. If for any reason it is determined you are not able to receive funding for the course(s), the balance due for the course(s) will then be your responsibility. Finally, in order for our campus to remain in compliance with FERPA (Family Educational Rights and Privacy Act) regulations, the details of our review will not be forwarded to the Revdex.com without your written consent.  If you would like us to disclose the results of our review to the Revdex.com, please complete the attached FERPA Release Form and fax it to ###-###-####.  If you still have access to your student website, you can submit this form electronically as outlined in the following steps:Login to eCampus:  https://ecampus.phoenix.edu/portal/portal/public/login.aspxClick on the Program tabUnder Services, click on Request FERPA Release and follow the instructions Once received, a copy of this letter will be forwarded to the Revdex.com.  Please keep in mind that you may forward a copy of this letter to the Revdex.com to expedite their receipt as they are requesting this to further review this matter. We appreciate you bringing this matter to our attention, and we wish you much success as you continue forward with your program. If you have any further questions, please do not hesitate to contact us.Sincerely,

RE: Complaint # [redacted] Dear Ms. Rodesno: Thank you for your follow-up message. The University of Phoenix has reviewed this complaint submitted by [redacted]and responded directly to the complainant. Due to privacy laws the University of Phoenix cannot release the results...

of our findings or communications with the complainant without the required written authorization. If you need additional details that will enable you to close this issue, please contact the complainant. Best regards,Joel R[redacted]Dispute Management Coordinator  University of PhoenixOffice of Dispute Management  4025 South Riverpoint Parkway, Phoenix AZ 85040Mail Stop: CF-S907Phone:  ###-###-#### Fax:  ###-###-####[redacted]@phoenix.edu