Grand Canyon University

Dear Revdex.com,

Grand Canyon University (“GCU”) is in receipt of Ms. [redacted] complaint and we value the opportunity to respond.  The issue has been reviewed by the Regional Director of Operations, [redacted] and, based on that review; GCU has determined that Ms. [redacted] complaint...

was appropriately resolved.

Per University records, Ms. [redacted] attended one course with Grand Canyon University. As well, records indicate that Financial Aid was provided by the Department of Education to Ms. [redacted] for three courses, or one semester, as Ms. [redacted] states. When Ms. [redacted] decided not to continue with GCU past that first course, GCU informed her that funds must be returned to the lender, per Department of Education regulations. However, if Ms. [redacted] could continue in school, she would be allowed to keep her financial aid funds, per Department of Education regulations. Unfortunately, Ms. [redacted] counselor attempted to reach her to review the attendance policy again; however, Ms. [redacted] did not respond.  Therefore, GCU sent Ms. [redacted] the information regarding her funding and her attendance via email.  Ms. [redacted] did not respond to this as well.  When Ms. [redacted] withdrew from GCU, her financial aid funds were returned, resulting in a balance due from Ms. [redacted] in the amount of $269. Once this balance is paid in full, official transcripts can be released to her.

In addition to the above information, the first course in every program at GCU is an introductory course so that students are familiar with our online program and interface. It is a 4-credit class that applies to the general education requirement in the University Foundations competency. 

Because Ms. [redacted] has not responded to her counselors attempts to reach her, Grand Canyon University has not had an opportunity to work with her to resolve any issues.  We are continuing to reach out to Ms. [redacted] to resolve this issue.

GCU takes student complaints very seriously and does everything it can to resolve them in an amicable manner.  I hope the aforementioned information/actions will bring this matter to a satisfactory conclusion.  

Sincerely,

Regional Director of Operations 

Grand Canyon University

Dear Revdex.com,

Grand Canyon University (“GCU”) is in receipt of [redacted]’s rebuttal complaint and we value the opportunity to respond.  The issue has been reviewed by the [redacted], Regional Director of Operations and, based on that review, GCU has determined that Ms. [redacted]’s last complaint will require further action. This determination is based on the following information:

As stated in it’s previous response and per GCU attendance/drop policy, Ms. [redacted] withdrew past the refund deadline.  Again, GCU records reflect that Ms. [redacted] worked with GCU representatives, enrolled in school and participated in her courseswork. Particpation in coursework consists of substantive postings in class and responding to an instructor’s discussion questions and in-classroom participation.  

However, as the University always tries to serve the best interest of its students it is willing to offer Ms. [redacted] a settlement and reduce her $4,530 outstanding account  balance by 50% if she pays half in full on or before September 30, 2014.  Once this is paid, Ms. [redacted]’s account will be adjusted to reflect a zero balance.  Ms. [redacted] should contact GCU’s Collections Department at [redacted]1 to accept the above offer and to resolve her account balance.  GCU welcomes the opportunity to speak with and work with Ms. [redacted] on resolving her outstanding balance.  

GCU takes student complaints very seriously and does everything it can to resolve them in an amicable manner.  I hope the aforementioned information/actions will bring this matter to a satisfactory conclusion.  

Sincerely,

Regional Director of Operations

Grand Canyon University

Dear Revdex.com,

Grand Canyon University is in receipt of Ms. [redacted]’s rebuttal complaint dated September 17, 2014 and we value the opportunity to respond.  The issue has been reviewed by [redacted], the Executive Vice President of Operations for the Traditional Campus and, based on that review; GCU has determined that Ms. [redacted]’s complaint was appropriately resolved. This determination is based on the following information.

It is Ms. [redacted]’s contention that she incurred financial and academic hardship due to alleged inaccurate information provided by her advisor, [redacted].  University records indicate that Mr. [redacted] made the following contact with the Ms. [redacted]:

7/10/14: Spoke With: v2v [voice to voice] - informed student that her completed classes were reviewed as they apply to Forensics and she is now at 20.5 credits, dropping her to GL1 loan eligibility. She is considering changing her major (possibly to nursing). She'll think about it and let me know what she wants to do.

7/11/14: Spoke With: v2v - advised that if she switched to nursing, she'd only be at 20 applied credits. She was thinking about doing RN-BSN - advised she needs her RN for that and that is online only. She'll think about what she wants to do and we'll talk in about a week and half when I return to the office.

8/18/14: Spoke With: v2v - she will do her fall semester here online, but needs to move back to [redacted] in a month or two due to finances. She wants list of classes taken, what she's enrolled in, and what she has left for program to review at CC back home. Will send unofficial transcript and class schedule. Can send officials after summer is paid off - she can probably get balance to under $300 by end of month and will continue to work on paying it off through September (has stipend coming from fall to help). Emailed student w/ unofficial transcript and schedule. [Unofficial transcript and course schedule sent on 8/18/14 by [redacted]]

8/23/14: No Call Needed: Email received - she has decided to not attend this fall. Wants to make sure all financial aid gets cancelled

Emailed student - ok, SSM will need to talk to her, so expect a call from him today

8/23/14 SSM [Student Services Manager] Email: Left Message: Called student left voicemail asking student to please call me back, she emailed SSA saying she can’t afford to come to GCU even though student was taking all online classes in the Fall and was receiving a stipend student doesn't have money to live off and still owes for Summer $491.59.

8/23/14 SSA [Student Services Advisor] EM: Left Message: Called student left voicemail asking student to please call me back, she emailed SSA saying she can’t afford to come to GCU even though student was taking all online classes in the Fall and was receiving a stipend student doesn't have money to live off and still owes for Summer $491.59

8/25/14 SSM EM: Spoke With: Spoke with student, no SIRF on file can’t talk to parent. Student was upset because her major “Forensic Science” had changed. I let her know that the program never changed, because she changed her major from English Literature to Forensic Science not all of her classes transferred over. With the English literature class student had completed 28.5 credits, when she changed majors to Forensic Science only 20 credits transferred over. I explained to her that is because the Forensic Science program is very specific and there isn’t room for electives. Student said she understood that but that her SSA had told her the program had changed and she believed that all her classes were wasted. I apologized for the confusion but that was not case, she just didn’t have as many credits completed. She asked why then did her SSA call her in July, I let her know that [redacted] called her on 7/11/2014 to explain to her that since only 20 credits transferred over then she only qualifies for freshman loans not sophomore loans ($1000 less). Student was still upset that she remembered [redacted] telling her that the major had changed. 

In addition to the above communication which took place between Ms. [redacted] and GCU, by signing her Enrollment Agreement(s), Ms. [redacted] acknowledged and agreed to the terms, conditions, and policies outlined in the University’s enrollment application and the University’s Policy Handbook.  Enclosed please find copies of Ms. [redacted]’s signed Enrollment Agreements, dated April 18, 2013; September 4, 2013; February 12, 2014 and July 21, 2014 as well as copy of the Registration Agreement, signed by Ms. [redacted] on April 18, 2013. 

Additionally, the Grand Canyon University Student Handbook clearly states that the University reserves the right to make changes of any nature to the calendar, admission requirements, degree requirements, fees, regulations, course offerings, programs or academic schedules whenever they are deemed necessary or desirable, including changes or modification of course content, class scheduling, offering patterns, canceling of scheduled classes or other academic activities.  Ms. [redacted] acknowledged and agreed to this policy when she signed her Enrollment Agreement(s).

As for Ms. [redacted]’s contention that I informed her mother that GCU could help her get any degree if she didn’t care what it was, I was simply asking if Ms. [redacted]’s goal was to graduate as quickly as possible or if she was more interested in a particular field.  Ms. [redacted]’s mother kept referring to “lost credits” as the reason for Ms. [redacted] changing her program of study.  Unfortunately, her mother seemed to become offended when I asked her what her daughter really wanted to do.  Again, GCU was merely trying to determine what Ms. [redacted]’s goal was and apologizes for any misunderstanding this may have created.

GCU takes student complaints very seriously and does everything it can to resolve them in an amicable manner.  I hope the aforementioned information/actions will bring this matter to a satisfactory conclusion. 

Sincerely,

[redacted] J. [redacted]

Executive Vice President, Traditional Campus Operations

Grand Canyon University

Dear Revdex.com,

Grand Canyon University (“GCU”) is in receipt of Ms. [redacted]’s complaint and we value the opportunity to respond.  The issue has been reviewed by the Regional Director of operations, [redacted], and, based on that review, GCU has determined...

that Ms. [redacted]’s complaint was appropriately resolved. This determination is based on the following information:

Ms. [redacted] entered a Technology program which is not a Teacher Shortage Area in the state of Arizona, as listed by the US Department of Education nationwide listings. See Attachment.  It is the responsibility of the student to contact the Department of Education to ascertain whether their area of study will qualify for Teach Grant funding. This was also available to Ms. [redacted] on GCU’s website at [redacted]

To qualify for Teach Grant Funding a student must apply for the funding in the Financial Aid Academic Year they wish to apply the funds. There is no record of Ms. [redacted] requesting information on the teach grant until October 24th, 2011, which was in Ms. [redacted]’s final academic year of the program. We also did not receive any paperwork from Ms. [redacted] to process the 2010-11 Teach Grant application.

The Grand Canyon University website does not state that the Master of Education in Curriculum and Instruction: Technology program is TEACH grant eligible. On a separate page dedicated to TEACH Grant, it lists the requirements to be eligible for TEACH Grant, stating that you must earn a degree in a high need area. 

Grand Canyon University has not received correspondence from Ms. [redacted] since August 21st, 2013, at which point the issue was thought to be closed. GCU cannot issue Ms. [redacted] the TEACH Grant because she was not eligible and it cannot be retroactively applied.

GCU takes student complaints very seriously and does everything it can to resolve them in an amicable manner.  I hope the aforementioned information/actions will bring this matter to a satisfactory conclusion.  

Sincerely,

College of Education – Central Region

Grand Canyon University

Dear Revdex.com,Grand Canyon University (“GCU”) is in receipt of Ms. [redacted] complaint and we value the opportunity to respond.  The issue has been reviewed by the [redacted], Regional Director of Operations, and, based on that review, GCU has determined that Ms. [redacted] complaint...

requires further action. This determination is based on the following information:Ms. [redacted] was placed on an academic plan as a result of her GPA falling below a 3.0 standard. As part of her academic plan, Ms. [redacted] was required to re-take a class she had previously taken to increase her GPA. Federal Financial Aid will not cover the re-take of a class. Student Services Manager, [redacted], had set up a phone appointment with Ms. [redacted] to discuss how this could be resolved, however, Ms. [redacted] missed the appointment and to date has not called back. Nonetheless, as GCU did not alert Ms. [redacted] in advance that she would be responsible for the re-take of the class, GCU is willing to write off the balance of the class. GCU takes student complaints very seriously and does everything it can to resolve them in an amicable manner.  I hope the aforementioned information/actions will bring this matter to a satisfactory conclusion.  Sincerely,[redacted]Regional Director of OperationsGrand Canyon University

Dear Revdex.com,Grand Canyon University (GCU) is in receipt of Ms. [redacted] rebuttal complaint and we value the opportunity to respond.  The issue has been reviewed by the Regional Director of Operations, [redacted] and based on that review; GCU has determined that Ms. [redacted] complaint was appropriately resolved. This determination is based on the following information:
Contrary to her complaint, Ms. [redacted] did sign a document agreeing to all charges listed on her account. As mentioned in GCU’s original response, Ms. [redacted] signed an enrollment agreement on November 13, 2014 which clearly outlined her financial obligation, GCU’s refund policy, and GCU’s academic policies.  As well, Ms. [redacted] was also advised of her financial obligations and GCU’s refund policy via telephone during her Welcome Call which was completed December 12, 2014. In regards to Ms. [redacted] financial aid question, GCU is in compliance with all Department of Education policies with respect to disbursement of funds. Ms. [redacted] listed financial aid as her intended method of payment when completing her application and completed all necessary financial aid documents prior to enrollment.  However, since Ms. [redacted] withdrew from courses so soon, she was only awarded a very small and prorated amount of [redacted] totaling $21.  Should Ms. [redacted] decide to resolve her outstanding balance with GCU, we would be happy to return the disbursement of $21 to the Department of Education at her request.  Payment of $765 would address all of Ms. [redacted] charges in the term and allow for GCU to return the [redacted] disbursement.
Lastly, GCU staff is committed to returning all voicemail and email communication promptly. I returned Ms. [redacted] calls and left her voicemails on both February 2nd and February 17th. Should Ms. [redacted] wish to speak with a GCU staff member, she can rest assured that all communication will be responded to promptly. GCU takes student complaints very seriously and does everything it can to resolve them in an amicable manner.  I hope the aforementioned information will bring this matter to a satisfactory conclusion.  Sincerely,[redacted], MBA Regional Director of OperationsGrand Canyon University

Dear Revdex.com,

Grand Canyon University (“GCU”) is in receipt of Ms. [redacted] complaint and we value the opportunity to respond.  The issue has been reviewed by the [redacted] and, based on that review; GCU has determined...

that Ms. [redacted] complaint was appropriately resolved. This determination is based on the following information:

Upon a review of Ms. [redacted] account, it was determined that her account balance is valid.  Ms. [redacted]’s account balance in the amount of $4,014.00 is due to her receiving three non-passing grades ([redacted] on May 21, 2012, [redacted] on July 30, 2012, and [redacted] on September 24, 2012).  After Ms. [redacted] received the non-passing grade in [redacted] on May 21, 2012, she was offered a one-time waiver of the tuition balance which was contingent on Ms. [redacted] successfully completing the retake.  Ms. [redacted] then attempted the retake; however on July 30, 2012 she received another non-passing grade. Thus the credit was voided and created an additional balance.  Ms. [redacted] then attempted a third class; PSY-452 but again did not complete it successfully.  

Per University records, on September 20, 2012 Ms. [redacted] spoke to a finance counselor and was going to make a payment on her account balance. However, she did not make that payment.  On December 12, 2012 Ms. [redacted] stated that she could not afford to make a payment and as a result her account was sent to Internal collections.  Ms. [redacted] did make a few collections payments between May 2013 and January 2014, totaling $850.00.  However, as of January 8, 2014 Ms. [redacted] has not made any further payments towards her account balance.  This brings Ms. [redacted]’s remaining account balance to $3,164.00 still owed.

In regards to Ms. [redacted]’s transcript, per University policy, a Finance hold will prohibit any future class registration as well as prohibit the purchase and distribution of any official Grand Canyon University transcripts or diploma. Any students who have a hold placed on their account will be subject to Grand Canyon University’s Collection Policy. Failure to comply with the stated policies of the University may result in an administrative withdrawal from classes and/or submission to an outside collection agency, with the student assuming all additional costs.  On March 18, 2010 Ms. [redacted] signed her Enrollment Application and acknowledged having access to the University Policy Handbook which contains these policies.

GCU takes student complaints very seriously and does everything it can to resolve them in an amicable manner.  I hope the aforementioned information will bring this matter to a satisfactory conclusion.  

Sincerely,

College of Business

Grand Canyon University

Dear Revdex.com,Grand Canyon University (“GCU”) is in receipt of Mr. [redacted] complaint and we value the opportunity to respond.  The issue has been reviewed by the College of Education- [redacted] and, based on that review, GCU has determined that Mr. [redacted] complaint...

was appropriately resolved.  This determination is based on the following information:Mr. [redacted] participation began in his class which started on 6/24/2010.  Mr. [redacted] attendance did not continue into the second week of his class therefore if Mr. [redacted] would have notified GCU of his intent to withdrawal he would have been eligible for 75% refund of the course and only responsible for 25% of the tuition plus any applicable fees.  Mr. [redacted] has stated he did notify a counselor via email of his intent to withdraw.  Mr. [redacted] student service advisor and enrollment counselor both checked for any documentation on 11/18/2010 when the SSA spoke with Mr. [redacted] and neither counselor had received any request.  The SSA notified Mr. [redacted] to review all sent emails and if he shows documentation of a request being sent the university would review his request.  In addition to the above information, GCU continued to reach out to Mr. [redacted] to resolve his balance; however no further contact was made by Mr. [redacted].  As a result, due to his balance going unresolved the University moved Mr. [redacted] account to collections.  Although to date Mr. [redacted] still has not provided any documentation to validate his request to withdraw from the University within the required refund period, in the interest of good customer service the University is willing to adjust Mr. [redacted] balance to reflect his attendance as if he did request to withdrawal within the first week.  In doing so, Mr. [redacted] balance will be reduced from $1935 to $540 which will still be owed to the company holding his balance as that is the amount that is still unpaid on Mr. [redacted] behalf.  GCU takes student complaints very seriously and does everything it can to resolve them in an amicable manner.  I hope the aforementioned information/actions will bring this matter to a satisfactory conclusion.  Sincerely,Matthew NalanCollege of EducationGrand Canyon University

Dear Revdex.com,Grand Canyon University (“GCU”) is in receipt of Ms. [redacted] complaint and we value the opportunity to respond.  The issue has been reviewed by the College of Education’s Matthew N[redacted] and, based on that review, GCU has determined that Ms. [redacted] complaint was...

appropriately resolved. This determination is based on the following information:Ms. [redacted] started with Grand Canyon University as a Master’s level student which requires 2.8 GPA or higher for full acceptance into the program.  The University’s policy states that any student who enters a master’s program with less than 2.8 GPA will be accepted with specifications.  Master’s students must have a 3.0 unweighted GPA after completion of their first 8 credits otherwise they are dismissed from the University for 12 months.Ms. [redacted] GCU record indicates that after successful completion of her 8th credit she did not have the 3.0 unweighted GPA to be accepted to the University.  Her unweighted GPA was 2.9 which is what caused her dismissal.  The University’s recommendation is that Ms. [redacted] file a University appeal to dispute her dismissal.  Until an appeal is filed the University’s policy stands with regards to Ms. [redacted] dismissal.  Ms. [redacted] assigned Student Service Advisor Maria E[redacted] spoke with Ms. [redacted] on the phone on 5/19/16 and explained why she was dismissed.  Ms. [redacted] stated she would check on why her transcript from her previous school did not have her GPA listed.  Additionally, after the call Ms. E[redacted] emailed Ms. [redacted] the information to file an appeal and recommended that Ms. [redacted] do so.  However as of today, Ms. [redacted] has not submitted that appeal.  If Ms. [redacted] would like to submit an appeal she can complete the attached document and submit it to [email protected].  GCU takes student complaints very seriously and does everything it can to resolve them in an amicable manner.  I hope the aforementioned information/actions will bring this matter to a satisfactory conclusion.  Sincerely,Matthew N[redacted]College of EducationGrand Canyon University

Dear Revdex.com,Grand Canyon University (GCU) is in receipt of Ms. [redacted] rebuttal comments and we value the opportunity to respond.  The issue has again been reviewed by the Regional Director of Operations, [redacted] and, based on that review, GCU has determined that Ms. [redacted] complaint was appropriately resolved. This determination is based on the following information:GCU appreciates the chance to readdress Ms. [redacted] complaint.  However, the previous response submitted by GCU is still valid and GCU stands by this response. Thank you for the opportunity to address the complaint. GCU takes student complaints very seriously and does everything it can to resolve them in an amicable manner.  I hope the aforementioned information/actions will bring this matter to a satisfactory conclusion.  Sincerely,[redacted]College of BusinessGrand Canyon University

Their employee caused this issue but they have done nothing to resolve this issue.

Dear Revdex.com,Grand Canyon University (“GCU”) is in receipt of Ms. [redacted] rebuttal comments and we value the opportunity to respond.  The issue has been reviewed by the Regional Director of Operations Dan B[redacted] and, based on that review, GCU has determined that Ms. [redacted] complaint requires further action.  This determination is based on the following information:I reached out to [redacted] on 5/25/16 to notify her that the recent statement she provided regarding her verification process had been submitted and now we are just awaiting a response from the Office of Financial Aid.  I also informed Ms. [redacted] that GCU would write off the balance on her account due to the Student Services Advisor incorrectly scheduling Ms. [redacted] for the current class without financial clearance if her verification statement was not accepted. On 5/31/16 the Office of Financial Aid approved Ms. [redacted] verification statement.  Thus, Ms. [redacted] has now completed the Verification process in its entirety and as a result, GCU will request funds from the Department of Education to cover the cost of both of Ms. [redacted]’ classes.  On 5/31/16 Student Services Advisor Andrea H[redacted] notified Ms. [redacted] of this information. GCU takes student complaints very seriously and does everything it can to resolve them in an amicable manner.  I hope the aforementioned information/actions will bring this matter to a satisfactory conclusion.  Sincerely,Dan B[redacted]Regional Director of OperationsGrand Canyon University

Dear Revdex.com,Grand Canyon University (“GCU”) is in receipt of Ms. [redacted] complaint and we value the opportunity to respond.  The issue has been reviewed by the Traditional Campus Division and, based on that review, GCU has determined that Ms. [redacted] complaint was...

appropriately resolved.  This determination is based on the following information:Ms. [redacted] requested and received an invoice with her first course tuition. She submitted this to her employer, even though it did not include the Learning Management System (LMS) fee that she is disputing. GCU has spoken with Ms. [redacted] since then and have offered to send her a new invoice with tuition and LMS fee listed. She is not satisfied with this because she has already submitted her first course for reimbursement through her employer. She is requesting that GCU change its accounting practices and have the LMS fee listed as a second course charge and GCU cannot do so. We are willing and able to send her an invoice for the first course that includes tuition and LMS fee. It is the student’s responsibility to work out the reimbursement dispute with her employer, as GCU cannot control their policies. GCU takes student complaints very seriously and does everything it can to resolve them in an amicable manner.  I hope the aforementioned information/actions will bring this matter to a satisfactory conclusion.  Sincerely,Reggie AlfonsoAssistant Vice PresidentGrand Canyon University

I remember specifically explaining to Jesse over the phone after the first incident about how I need for the FASFA information and student aid to go through because this is what I rely on in order to continue my education besides taking out student loans. As mentioned in the response, yes, I am aware of the primary and secondary methods of payments which I have not had an issue with prior and has been taken into action before, but this was never an option on these two occasions. I was under the impression of the verification process that I was "selected" for, however I did keep my advisor in the loop of what was going on with the entire process since my father had filed numerous extensions for the tax return in question. Why couldn't the balance that is owed be taken out of my student loans?  In addition, I received a call from Daniel D[redacted] Tuesday the 8th conveniently after I had filed a complaint with the Revdex.com 4 days prior.  In addition to the dates that are being addressed in the response, those being, January 28, 2016; February 4, 2016; February 12, 2016; February 19, 2016 and February 26, 2016, I checked my email to validate the dates but I am not seeing any emails from anyone from GCU regarding these incidents on alleged dates. The voicemail's that I had also received were on January 5th, January 6th and January 22nd. I had attempted as well to contact Jesse via phone call after I got off work since I work a odd shift and never received phone calls back. I don't know if the messages did not go through or not as well.  
If I plan to pay off this bill in total in order to receive my transcripts,  what types of loans will I have to take out? I have tried to take out numerous loans but since you are a private university the policy is different. I want to solve this issue as soon and smoothly as possible so that I can continue my education else where.

Dear Revdex.com,Grand Canyon University (“GCU”) is in receipt of Ms. [redacted] rebuttal complaint and we value the opportunity to respond.  The issue has been reviewed by the College of Humanities and Social Sciences Regional Director of Operations, [redacted], and based on that review, GCU has determined that Ms. [redacted] complaint was appropriately resolved. This determination is based on the following information:Ms. [redacted] requested that the college complete and sign an Institutional Recommendation form as part of her application to become a school counselor in the state of Wyoming. Ms. [redacted] degree program does not qualify for approval on the Institutional Recommendation form, therefore the college is unable to complete and sign the document. Ms. [redacted] was not advised that we would be able to sign the form for the state of Wyoming. We have spoken with Dr. [redacted], Assistant Dean of the College of Humanities and Social Sciences, and he has stated that neither he, nor anyone else in his department, advised Ms. [redacted] that the college would be able to sign the Institutional Recommendation form. The student has received a letter that she is able to provide to a state board that outlines her practicum field experience, should the state board have any questions regarding her practicum experience. Students are advised to check with their state boards for licensure requirements throughout their program. Ms. [redacted] has stated that she researched and reviewed the requirements of the Arizona state board for school counseling, the IR form submitted by Ms. [redacted] is for the state of Wyoming. Ms. [redacted] program, Master of Science in Professional Counseling, does not meet the IR requirement of a degree in school counseling.GCU takes student complaints very seriously and does everything it can to resolve them in an amicable manner.  I hope the aforementioned information/actions will bring this matter to a satisfactory conclusion.  Sincerely,[redacted]College of Humanities and Social SciencesGrand Canyon University

Dear Revdex.com,

Grand Canyon University (“GCU”) is in receipt of Ms. [redacted]’s complaint and we value the opportunity to respond.  The issue has been reviewed by the Ground Traditional Campus, Associate Vice President, [redacted] and, based on that review; GCU has determined...

that Ms. [redacted]’s complaint was appropriately resolved.

This determination is based on the following information:

While Ms. [redacted] believes she was misinformed, her earned grades and her choice of changing her program have impacted her time to receive her degree. GCU proposes that Mr. [redacted] consider programs without competitive admissions that have more room for transfer credits.

Per University records, Ms. [redacted] first attended GCU in 2010 by enrolling in the Athletic Training Program, for one semester then she returned in 2013, three years later.  When she returned in the Fall of 2013, Ms. [redacted] began her reenrollment in the Athletic Training program, and took courses that applied to her previous enrollment; the Athletic Training Program.  

Ms. [redacted] then began exploring the possibility of changing her major several times and ultimately decided she wanted to apply for the Nursing program. GCU responded to the requests made by Ms. [redacted], including her desire to change her degree to nursing, documented in the Pre-Licensure Program Notice of Intent to Attend signed by Ms. [redacted] on December 23, 2013.  See attached.  As a result, Ms. [redacted] took classes related to the Nursing degree at GCU for the Spring 2014 term only.  Ms. [redacted] also took courses at Phoenix and Mesa Community Colleges in Summer 2014, which GCU applied to her Nursing Program at GCU appropriately. 

As for Ms. [redacted]’s complaint regarding the nursing program and its GPA requirements, when Ms. [redacted] signed the above referenced Pre-Licensure Program Notice of Intent to Attend she initialed understanding the requirements that students must meet, including having a 3.0 pre-requite course GPA. It also states this is a competitive admissions program. Ms. [redacted] retook course content in which she did average or poorly at the Community College, to demonstrate she could master the content, which is a requirement for admissions into the program. This was in her best interest financially. 

In addition to the above information, GPAs do not transfer into the educational institutions. However, for the purpose of pre-req a GPA is calculated for science courses and pre-req courses that does take into account grades earned at all institutions. Ms. [redacted]’s GPAs for prerequisite work is 2.75 and she has a 2.8 science GPA with her community college work. This is a mathematical calculation, and there is no subjectivity to that. Therefore, Ms. [redacted]’s GPA is directly related to the grades she earned. 

GCU has determined there was no mis-advisement and proper protocol was followed with Ms. [redacted].  GCU takes student complaints very seriously and does everything it can to resolve them in an amicable manner.  I hope the aforementioned information/actions will bring this matter to a satisfactory conclusion.  

Sincerely,

GCU Traditional Campus

Grand Canyon University

Dear Revdex.com,

Grand Canyon University (GCU) is in receipt of Ms. [redacted] complaint and we value the opportunity to respond.  The issue has been reviewed by the Regional Director of Operations, [redacted]. Based on that review, GCU has determined that Ms. [redacted] complaint was...

appropriately resolved. This determination is based on the following information:

Upon review of phone calls exchanged between Ms[redacted] and [redacted], Student Services Advisor, it was determined that Ms[redacted] was indeed correctly advised regarding GCU’s tuition refund policy. The policy states that for a student to receive a 100% tuition refund, the drop must occur “before” week 1. 

GCU provides all incoming students with a Welcome Call in which important policies and procedures are addressed. Ms. [redacted] Welcome Call was conducted on 08/27/2014 at 03:12PM, nearly a month before her start date.

During this phone call, Ms[redacted] was informed of GCU’s participation and academic expectations as well as financial policies and procedures, including but not limited to the tuition refund policy. GCU’s tuition refund policy states the following:

Students who drop/withdraw from a course/all courses are eligible for the following refund: 

Before Week 1................................................ 100% tuition refund 

During Week 1 ................................................. 75% tuition refund 

During or after Week 2 ................................................... No refund

In addition to this policy being thoroughly reviewed with Ms[redacted] via telephone, the refund procedure was also detailed on the enrollment agreement she signed on 08/16/2014. Additionally, this enrollment agreement explained the student’s financial obligation once posting into class. A brief excerpt is listed below:

I am in agreement with the charges as indicated here and elsewhere in University publications and understand that my tuition, applicable fees, and other charges assessed in accordance with Grand Canyon University's published financial policies are my responsibility and due upon enrollment. I accept responsibility for any balance unpaid by Financial Aid, Direct Bill agreement, or resulting from a returned check or credit card. A $25.00 fee will be charged for all returned checks. I understand that I am liable for all charges incurred after the date of this agreement. Failure to pay debt as agreed may result in withdrawal from Grand Canyon University. If it becomes necessary to enforce payment of this account, attorney's fees, court costs, and collection agency fees may be added to the amount owed.

Lastly, the specifics of GCU’s refund policy are also detailed on page 67 of the Student Policy Handbook. The Handbook can be found at the below hyperlink

http://www.gcu.edu/Documents/University-Handbooks/University-Policy-Handbook.pdf...⇄ />
Regrettably, we are unable to substantiate Ms. [redacted] claim that she was incorrectly advised regarding our refund policy.

As such, Ms. [redacted] balance due will stand.

GCU takes student complaints very seriously and does everything it can to resolve them in an amicable manner.  I hope the aforementioned information will bring this matter to a satisfactory conclusion.  

Sincerely,

[redacted], MM (Regional Director of Operations)

College of Nursing and Health Care Professions

Grand Canyon University

Dear Revdex.com,

Grand Canyon University (“GCU”) is in receipt of [redacted]’ rebuttal complaint and we value the opportunity to respond.  The issue has been reviewed by the Regional Director of Operations [redacted] and, based on that review; GCU has determined that [redacted] complaint was appropriately resolved. This determination is based on the following information:

In response to [redacted]’ complaint that he feels GCU has unfair collection pr[redacted]ices, GCU has reviewed [redacted]’ account further and determined that [redacted]’ account has been handled within and above the guidelines of the [redacted] as it does for all delinquent student accounts.  On March 16, 2011, after the numerous attempts to cont[redacted] between September 13, 2014 and March 10, 2011 mentioned in my previous response and the many due diligence attempts by the student support staff, [redacted]’ account was sent to GCU’s Internal Collections Department.

The Internal Collections Department attempted multiple times via phone and email to reach [redacted].  On July 5, 2011 when their efforts yielded no result [redacted]’ account was sent to [redacted], an external first placement collections agency.  Upon receipt of [redacted]’ account [redacted] sent a letter to [redacted]’ which advised him that he had 30 days to respond if he was going to dispute the validity of his balance.  However, [redacted] never received a response from [redacted].  In addition, [redacted] made multiple attempts to cont[redacted] and again, received no response from him.  After seven months, [redacted] returned [redacted]’ account to GCU.  Following the return o[redacted]’ account, GCU’s Internal Collections Department made additional attempts to cont[redacted] him the next three months but again was unsuccessful.  [redacted]’ account was then placed with [redacted], a second collections agency.  [redacted] currently holds [redacted]’ account and is in the process of attempting to collect on his outstanding balance.  As [redacted]’ debt was incurred at GCU and remains outstanding to GCU the debtor showing on the credit report (GCU), is correct. 

GCU takes student complaints very seriously and does everything it can to resolve them in an amicable manner.  I hope the aforementioned information will bring this matter to a satisf[redacted]ory conclusion.  

Sincerely,

College of Business

Grand Canyon University

Dear Revdex.com,
Grand Canyon University (GCU) is in receipt of Ms. [redacted] complaint and we value the opportunity to respond.  The issue has been reviewed by the Regional Director of Operations, [redacted] and, based on that review, GCU has determined that Ms. [redacted]...

complaint was appropriately resolved. This determination is based on the following information: Ms. [redacted] was a student at Grand Canyon University from June 23, 2014 through August 8, 2014. During this time she enrolled in one course. She attended through the course and earned a non-passing grade. Her financial aid funds were processed with the Department of Education according to approved process times and posted to her account. Because she did attend GCU throughout the first course, according to Department of Education regulations, the majority of the funds were returned to the lender after she ceased her attendance. The return of these funds resulted in the balance of $846.50. After many months of voicemails and emails going unreturned, GCU did not have any recourse to resolve the balance owed. Her account was sent to our Internal Collections Department. After additional months of contact efforts, her account was sent to an external agency. Any balances owed on an account will prevent a student from printing transcripts. This will be allowed once the balance has been resolved. GCU takes student complaints very seriously and does everything it can to resolve them in an amicable manner.  I hope the aforementioned information/actions will bring this matter to a satisfactory conclusion.  Sincerely,
[redacted]College of BusinessGrand Canyon University

Dear Revdex.com,Grand Canyon University (“GCU”) is in receipt of Ms. [redacted] complaint and we value the opportunity to respond.  The issue has been reviewed by the Executive Director of Student Services, Nancy P[redacted] and, based on that review, GCU has determined that Ms. [redacted]’s complaint...

was resolved. This determination is based on the following information:Ms. [redacted] signed an enrollment agreement with Grand Canyon University (GCU) for the Doctor of Education in Organizational Leadership with an Emphasis in Heath Care Administration on June 18, 2014.  This enrollment agreement clearly outlined the costs associated with the program which includes tuition and fees.  Ms. [redacted] also signed a financial agreement acknowledging that tuition may change at any time. Additionally by signing her enrollment agreement Ms. [redacted] acknowledged she had access to the University Policy Handbook that is housed on GCU’s public website, and also states that tuition may change at any time.  Therefore, the claim that Ms. [redacted] was advised tuition would never change is not accurate. GCU works hard to minimize tuition increases and has rarely made such changes over the last five years. The tuition increase to which Ms. [redacted] is referring was a $10 per credit increase which caused a very minimal impact to her overall program costs.When Ms. [redacted] enrolled with the University, she participated in several counseling sessions, one of which is the Welcome Call with the Student Services Advisor.  Her Welcome Call was completed on July 3, 2014 with Student Service Advisor Sharee T[redacted] during which time Ms. [redacted] was counseled that she had already used $104,524 of her lifetime aggregate of student loans which is $138,500, and this would cause some out of pocket expense to her in order to complete her program which consists of 60 program credits, plus any additional coursework required to complete her dissertation project.  During that session, responsible borrowing was also discussed which described ways to minimize borrowing.  During the call, Ms. [redacted] disclosed that she was receiving approximately $3,000 per year in employer tuition assistance which would assist her with those out of pocket expenses. She was counseled to minimize borrowing. Since Ms. [redacted] began her program, she has received five excess funds checks which could be used toward future out of pocket tuition expenses. The total amount of those checks to date equates to $6,849.    On September 10, 2015, Ms. [redacted] received an email response from Student Services Advisor Roman R[redacted] regarding her inquiry about the number of courses remaining and the impact of the recent tuition increase toward her total remaining costs. He responded to Ms. [redacted] and informed her that she had at that point completed 24 of the required 60 credits and that tuition increased $10 per credit.  He also copied Ms. Tate on that email.  This information was provided to assist Ms. [redacted] in planning her future out of pocket expenses.Regarding the February 27, 2016 telephone conversation with Mr. R[redacted], we believe there may have been a misunderstanding regarding total out of pocket expenses for the remaining program versus the amount of out of pocket expense to complete the academic year when residency was included in the academic year. There is no indication in our documented records that a total program out of pocket expense of only $3,500 was discussed.  We apologize that the distinction between the costs for the academic year and the program completion was not more clearly defined during the discussion to help better understand the difference but find no indication that an amount of $3,500 was discussed.On April 11, 2016 Mr. R[redacted] contacted Ms. [redacted] to discuss her next course clearance, and again reminded Ms. [redacted] that she was approaching her lifetime aggregate in student loans, and that she should start researching options to help pay for future courses so as to keep her on track with her program.  Mr. R[redacted] further referenced the Federal Grad PLUS loan information to assist her with these plans.  On May 31, 2016, Mr. R[redacted] spoke to Ms. [redacted] about her plans to secure out of pocket funding to help pay for future courses.  Given the amount of aid already used prior to coming to GCU, she would have an out of pocket expense as discussed on her July 3, 2014 welcome call. The estimated amounts from the beginning of her program would be at minimum $8,000 at the time she started the program which does not include tuition and fees increases nor does it factor in any costs for courses that would need to be repeated or extension courses to complete the dissertation process or stipend checks that would be sent directly to Ms. [redacted].  It should be noted, that $6,849 of her remaining financial aid was sent directly to Ms. [redacted] in the form of stipend checks. It should be further be noted that Ms. Tate was not promoted to Director of Finance.  She was promoted in to Dissertation Student Services Advisor role with the University and does remain a highly qualified member of the student services staff.We appreciate Ms. [redacted] proactive actions to secure out of pocket funding to help cover her future out of pocket expenses. We do not require the entire amount be provided at one time, but instead, work on a course by course basis to cover expenses as they arise. We do apologize for this misunderstanding and will work with Mr. R[redacted] to be more clear in his conversations regarding future out of pocket expenses and how those monies should be secured.  What is never acceptable from a student services perspective is perceived laughter at our learner base. Very specific coaching and live y-connecting to hear first-hand the conversations that Mr. R[redacted] has with learners has been completed and coaching provided. Further, prior telephone calls have been reviewed, but there is no indication that a figure of $3,500 out of pocket expense was provided.A total and final cost for Ms. [redacted] remaining program cannot be provided at this time given the many variables related to the doctoral journey.  Each learner’s progression is unique to their individual scholarly research as is the process of original research.  The best we can provide is the current costs of the tuition which is $640 per credit with a canyon connect fee of $105 per course but it’s important to note, the cost of tuition could change in the future.  While the program requires a total of 60 credits to complete the academic portion of the program, it is possible, depending on Ms. [redacted] progression in her original research, that additional continuation courses may be required to complete the dissertation research project which is the equivalent of writing a scholarly book. It is impossible to determine at this time the number of continuation courses (if any) that will be required for Ms. [redacted] to secure her doctoral degree.  We are very happy to change the student services advisor with which Ms. [redacted] works to one of our experienced Team Leads in the department to help try to improve communication and her service experience with GCU.  We hope this will help provide a more smooth transition toward a very exciting journey.GCU takes student complaints very seriously and does everything it can to resolve them in an amicable manner.  I hope the aforementioned information/actions will bring this matter to a satisfactory conclusion.  Sincerely,Nancy R. P[redacted]College of Doctoral StudiesGrand Canyon University