Carpet America

Provided by the consumer:Dear, [redacted].We are in receipt of your inquiry and are responding on behalf of the University.  We would like to address the concerns you outlined regarding the Bachelor of Science in Information Technology (BSIT) degree program in which you graduated with the...

University of Phoenix.As outlined in your grievance you express concerns regarding the quality of education offered at the University of Phoenix.  We regret that you feel you did not earn a high quality degree.  While we are empathetic of your concerns, we have found that the University is providing you with the educational services as it agreed.   The University follows consistent processes that ensure that the curriculum and its resultant outcomes will return a valuable, substantive and quality education to our students. Our supervised faculty members all possess advanced degrees and meet high expectations of both professionalism and expertise in their qualified areas, thus bringing value to our students. A substantial amount of effort is required to accommodate the rigors of a degree program, and a degree from the University of Phoenix, or any Apollo Group school, is recognized by employers and other institutions of higher learning as a valid degree.  The University of Phoenix continues to hold regional accreditation by the Higher Learning Commission of the North Central Association of Colleges and Schools, and has held this accreditation since 1978. Attendance in class is voluntary and constitutes the acceptance of the services provided and applicable fees.   Upon enrollment, you were provided with the academic and financial policies in the student catalog and with information regarding the costs of tuition. You signed documents for your admissions to the University, which included your acknowledgement of the hardware and software requirements for attendance, and your agreement with the policies provided and the financial obligations associated with enrollment in the University of Phoenix. You may request additional copies of enrollment documents through the Office of Admissions and Records at [redacted]If you have any additional questions, please contact an Academic Counselor for additional assistance.   On behalf of the University, we wish you much success in your academic goals in the future. Sincerely,Office of Dispute ManagementUniversity of Phoenix  |  Office of Dispute Management

RE: Revdex.com Complaint # [redacted]
Dear Ms. [redacted]
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. 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]
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RE: Revdex.com Complaint # [redacted]
Dear Ms. [redacted]Thank you for your follow-up message. As we are in receipt of the student’s completed FERPA release form, a copy of the response is below. Best regards,
November 17, 2015Ms. [redacted]RE: Student IRN:  [redacted]Dear Ms. [redacted]We received notice on November 10, 2015 of your complaint filed with the Revdex.com concerning your account with the University of Phoenix Online.  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 602-626-2038.  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.After completing a thorough review, I find that you enrolled in the University of Phoenix in December 2013, selecting Financial Aid as your primary payment option. Your application was last certified for the academic year of June 30, 2015 through April 11, 2016 and a 12/12 credit split. This means you were required to earn 12 credits to become eligible for the second disbursement, and you were required to earn 24 credits to fulfill the academic year. The first disbursement of $3,463.00 in unsubsidized funds, $2,721.00 in subsidized funds, and $813.00 in Pell Grant Funds posted to your account between August 24 and August 25, 2015.   University records reflect you did not complete the disbursement period when you were out of attendance longer than the allowable 29 days after dropping your PSY/245 class.  The University recorded your last date of attendance as September 14, 2015.  The University was obligated to perform a Return of Title IV Funds (ROTIV) calculation based on Federal Title IV guidelines once you were out of attendance longer than the allowable 29 days. The calculation serves to determine the percentage of funds earned for the disbursement period based on courses that were successfully completed and weeks of attendance. Courses from which a student withdraws or courses that are retaken or failed are not considered courses that were successfully completed.Through the ROTIV calculation, it was determined you were eligible to retain $3,254.00 of the $6,997.00 in Title IV funds disbursed to your account; however, the University was required to return the remaining $3,743.00 in funds to your lender as it was considered unearned. While the funds returned reduced your account balance with the lender, it left a shortfall and balance due on your account with the University.  The prorated tuition and fees with all eligible discounts applied for your attendance in four classes totaled $3,496.52.  Your account reflected a credit balance of $337.50 from your attendance in a prior academic period.  Additionally, because the funds disbursed exceeded the anticipated fees for your attendance in the first disbursement period, the University released refunds to you totaling $1,343.70 on August 27, 2015.  Records reflect these refunds cleared your account between August 28, 2015 and September 1, 2015, respectively.  As a result, your account reflects a shortfall and balance due of $1,248.72 upon the completion of the 12 credit obligation of your first disbursement period.  Ms. [redacted] after completing a thorough review of your account, the University has found the balance due of $1,248.72 is valid and correct.  The balance on your account is primarily comprised of the excess funds which were returned to you from your Federal Financial Aid which when awarded to you were contingent upon your completion of the 12 credit obligation that you were required to fulfill before you were eligible to retain this refund.  Your attendance in class is voluntary and constitutes accepting the services provided and your acceptance of the applicable fees. You were provided with the academic and financial policies in the student catalog and 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 your acknowledgement of the hardware and software requirements for attendance, and your agreement with the policies provided and the financial obligations associated with enrollment in the University of Phoenix Online. You may request copies of these and other enrollment documents through the University Services office at [redacted]  The campus can hold accounts for a limited time.  When campus representatives exhausted efforts to collect the balance due, the manager authorized the referral of your account to the Corporate Collection Center on October 24, 2015.  As we find the balance valid, your account will remain with the designated collection agency until the remaining balance of $1,248.72 is rectified.  If you would like to remit payment now, please contact a collections representative at [redacted] We hope you find this review informative regarding your account with the University. If you have any further questions, please do not hesitate to contact us.Sincerely,David D[redacted]Executive Relations DivisionUniversity of Phoenix Onlinecc: student file       Ms. Diana S[redacted] Director of Finance

Re: IRN [redacted] ~ Balance on Account Dear Mr. [redacted]: We are in receipt of your inquiry on July 17, 2015.  University records reflect we previously responded to you concerning this information on July 13, 2015.  The University strives to provide exceptional service to all...

present and past students. Mr. [redacted], your most recent correspondence is duplicative of your original inquiry and offers no new information.  As shown in our previous correspondence, you attended two weeks in PSYCH/500 which started on July 27, 2010 and you attended one week in PSYCH/500 which started on August 24, 2010.  Enclosed is a copy of the attendance summary confirming you did meet attendance in the respective classes and weeks. In regards to your credit balance, the credit balance check was issued in anticipation of completion of the Title IV requirements for the first disbursement.  The check was issued in the amount of $8,592.00 (#[redacted]) on June 29, 2010 and financially cleared on July 7, 2010.  As we have validated the balance due in the amount of $1,196.50, your account will remain with a designated collection agency until the balance is rectified. If you would like to remit payment now, please contact a representative at Financial Business and Consumer Solutions, Inc. at ###-###-####. Once your balance is paid in full, the appropriate agencies will be notified and any necessary credit bureau updates will be initiated.  Please review the enclosed response that was sent previously and file this in your records.  Unless further inquiries include requests for new information and/or documentation, this will serve as the University’s final response.Thank you, [redacted]Executive Account AnalystExecutive Relations DepartmentUniversity of Phoenix

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. 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. Rodesno: Thank you for your follow-up message. The University of Phoenix has mailed the response directly to [redacted] on July 20, 2017. 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]
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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 Administrator  University of PhoenixOffice of Dispute Management  [redacted]
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RE: Revdex.com Complaint # [redacted]
 
 
Dear Ms. Rodesno,
 
Thank you for your follow-up message. As we are in receipt of the student’s completed FERPA release form, a copy of the response is attached. 
 
Best regards,

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 Administrator University of PhoenixOffice of Dispute Management  [redacted]
[redacted]
[redacted]  [redacted]  [redacted]
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RE: Complaint # [redacted]Dear Ms. Rodesno:Thank you for your follow-up message. The University of Phoenix has responded directly to [redacted] on November 28, 2016. 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

Dear Ms. [redacted]:This letter is in response to your inquiry, submitted through the Revdex.com (Revdex.com), regarding your financial aid application.You enrolled in the Medical Records Certificate program in December 2015 and selected financial aid as your payment option.  The University...

was unable to facilitate the certification of your loan application as you submitted an official withdrawal notice before the process was complete.  Students must be in full time attendance in order to qualify for federal Title IV funding.You posted one week of administrative attendance in HCS/131 beginning January 19, 2016, and the cost of the class was prorated accordingly.  The drop/refund policy is outlined in the student catalog, and the following is noted:Students who withdraw from a course prior to the start date will receive a 100% refund for that course. Students who have completed 60% or less of the course of instruction are eligible for a pro rata refund. The refund will be the amount the student paid for the instruction multiplied by a fraction, the numerator of which is the number of hours (weeks) of instruction which the student has not received, but for which the student has paid, and the denominator of which is the total number of hours (weeks) instruction for which the student has paid.Example of refund on attendance for a 5 week course:Attend first week 80% refund dueAttended through 2nd week 60% refund dueAttended through 3rd week 40% refund dueAttended through 4th week no refund dueThe balance due on your University of Phoenix account is for the following:HCS/131 January 19, 2016 $246.00rEsource HCS/131 January 19, 2016 $140.00 BALANCE DUE $386.00The campus maintains that the balance is valid as attendance in class is voluntary and constitutes the acceptance of services provided as well as the applicable tuition and fees. Your signature on admissions and finance documents is your agreement with University policy and financial obligations associated with enrollment at University of Phoenix. Your signature on the Student Finance Agreement (SFA) verifies your understanding you would be financially responsible for all incurred costs, regardless of the selected payment option.  I have included a copy of your signed SFA for your review.  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 480-643-1600.  You may submit this form electronically as outlined in the following steps:• Login to e-Campus:  https://ecampus.phoenix.edu/portal/portal/public/login.aspx• Click on the Program tab• Under 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 directly if you prefer.Please contact your finance advisor regarding payment options.Sincerely,Margaret I[redacted]Executive Account AnalystUniversity of Phoenix

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,
[redacted]

Good Evening,I do not accept this response from the Business as I have yet to have this issue resolved.  Until this issue is resolved, I wish to continue the complaint process as this University has been malicious throughout my entire enrollment process and has delayed in responding to my multiple requests which has placed me in this situation with them.I have tried to reach out to higher ups within the University to establish a resolution before it has reached this level with no response back and again, this is why I am dealing with this issue with the University.I have been lied to and mislead during my entire process from start to finish and I am completely dissatisfied with the service that I received and the malicious intent to keep me enrolled past the proper withdrawal timeframe.At this point, I paid for courses and completed credits that are being withheld so basically I paid for services that I have no access to because they do not find any fault on their end regardless of the multiple phone calls and emails that I sent to get a resolution before my initial decision to withdraw from this school.

[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.  University of Phoenix has done their part on their end . Problem solved.
Regards,
[redacted]

RE: Complaint Number [redacted]
Thank you for your follow-up message. The University of Phoenix has reviewed this complaint submitted by Mr. S[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 
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Thank for sending this for our review. The following message was sent to the Revdex.com this morning: From: Tondra R[redacted] Sent: Wednesday, September 14, 2016 11:26 AM To: 'Karina Rodesno' <[email protected]> Subject: Email 1 of 2: You have a new message from the Revdex.com complaint #[redacted].  Good morning, Karina. We received a second inquiry regarding this student.  Since there is a FERPA on file, we are attaching the response that is being sent to her today (password to follow). If you have any questions, please do not hesitate to contact our office. Kind regards,  Tondra R[redacted], MBA/HRM Senior ManagerUniversity of Phoenix Office of Dispute Management  [redacted]
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August 27, 2015Ms. [redacted] Smyrna, GA 30080-8412, USRE: Student IRN: [redacted] Dear Ms. [redacted]:We received notice on August 20, 2015 of your response to the University’s findings regarding your complaint filed with the Revdex.com concerning your account with the University of Phoenix Online.  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.aspx• Click on the Program tab• Under 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.According to our records, we previously responded to you concerning this information on July 10, 2015 (copy enclosed).  This “new” request is duplicative and contains no new inquiries regarding your student account with University of Phoenix.In response to your initial complaint, we explained that the University was unable to facilitate certification of your Title IV loan request as you were no longer in attendance at the time that your funds were able to be awarded.  It is a requirement of the Department of Education that you must be enrolled or accepted for enrollment as a regular student in an eligible degree or certificate program in order to be eligible for any Federal Student Aid.  As you were no longer eligible to receive the Federal Student Aid that you had applied for, the cost of your attendance in two weeks of one class became due.While we acknowledge the award letter that you have made reference to, the University was unable to award any of these funds to you at the time that they were eligible to be released as you were no longer in attendance in class.  These funds were cancelled on October 15, 2011, and the balance for your attendance in class remains due.As we have validated the balance due in the amount of $830.00, your account will remain with a designated collection agency until the balance is rectified. If you would like to remit payment now, please contact a collections representative at ###-###-####.Please review the enclosed response that was sent previously and file this in your records.  Unless further inquiries include requests for new information and/or documentation, this will serve as the University’s final response.Thank you,[redacted]Executive Account AnalystUniversity of Phoenix Onlinecc: student fileMr. [redacted], Director of Finance

RE: Revdex.com Complaint # [redacted]  Dear Ms. [redacted], 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,

May 29, 2015[redacted]Maricopa, AZ 85138Dear Ms. [redacted], IRN: [redacted]We are in receipt of your most recent concerns as presented to the Revdex.com.  We have conducted an additional review of your concerns and our prior responses.  You presented concern with the cost of Year 4 Residency ([redacted]) and where it is listed as far as cost/justification.  Being that this is 0 credits, our system is unable to show a pre-invoice for this course on our end or on the student’s end (eCampus).  Our advisors have to request an unofficial invoice to be created if the student needs to see something in advance.  Once the student posts attendance at residency the $1700 is then officially invoiced with any applicable tuition reduction.  The cost has been $1700 since 09/01/2011.Our records indicate that you have a workforce solutions tuition reduction of 5%, which would bring your cost down to $1615.  We did find that the price you were quoted, $1578.50, was a calculation error but we can honor that by completing an adjustment once the residency is invoiced. It is our hope that this effectively addresses your questions related to the cost.  We did find that all other matters were addressed in prior correspondence and would encourage you to review all such correspondence accordingly.Unless we receive new inquiries, this will serve as the University’s final response in this matter.Kind regards, Office of Dispute ManagementUniversity of Phoenix  |  cc: Student file; Marie Garcia – Revdex.com