Grand 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 Business Division Regional Director of Operations Danielle R[redacted] and based on that review, GCU has determined that Ms. [redacted] complaint was appropriately resolved. This determination is based on the following information:On March 8, 2016 Student Services Manager Daniel D[redacted] attempted to contact Ms. [redacted] to review her initial Revdex.com response.  However he was unable to reach her and was only able to leave a message.  As stated in its previous response GCU can find no records which indicate that Ms. [redacted] stated she did not want to continue her education until her federal student aid was processed. Ms. [redacted] is welcome to provide communication where she made this request with her advisor.       In regards to Ms. [redacted] question on why her balance owed cannot be taken out of her student loans, as stated in the previous response, Ms. [redacted] did not complete the required verification process.  Therefore, she was not awarded financial aid for her 2015/2016 financial aid award year. GCU has conducted another review of its records regarding the contact attempts mentioned in its previous response and every phone call and email is documented for the dates mentioned.  Further, any contact attempts from Ms. [redacted] were either returned by GCU via a phone call or via email. 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,Danielle R[redacted]College of Nursing and Health Care Professions 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].  Based on that review, GCU has determined that Ms. [redacted]’s...

complaint was appropriately resolved. This determination is based on the following information:In Ms. [redacted]’s complaint she feels she should be entitled to an over-awarded stipend check.  She received a stipend check in the amount of $3,721.45 in February, 2015.  GCU does inform its students that per Title IV regulations stipends are to be used for educational purposes only. The reason why the stipend was not for the correct amount was primarily caused by a schedule change.  On January 9, 2015 Ms. [redacted] made a request to change her program of study from a Bachelor of Science in Elementary Education to a Bachelor of Arts in English Literature.  She had her program change take effect on February 5, 2015.  She was currently in a course ([redacted]) which was scheduled to complete on March 15, 2015. This means her Student Advising team had a deadline of March 15, 2015 to schedule her new classes for her new program. The GCU Accounting department cut her next scheduled stipend on February 10, 2015 but there were no future courses scheduled at that point due the program change. Our Student Advising team did get the future courses scheduled on February 18, 2015 but by that point the stipend had already been sent to the student. Ms. [redacted] was told twice to return the stipend (phone calls on 2/18/15 and 2/26/15) to cover her out of pocket obligation within two weeks of the stipend being cut. Even though the stipend was for the incorrect amount she would have received a stipend $709.55 for the current academic year (AY) had she stayed in her current program of study. The team also instructed her that returning the money would be required in order to fund the remainder of her education. Her current balance is $3901.90 and as long as she continues to the next course, she will then be eligible for $890 as a Persistence Scholarship (only if she passes the next course) and this would then bring her balance to $3011.90 which she would be responsible for. I called and left a voicemail with Ms. [redacted] on May 27, 2015 and May 28.2015 to explain the situation and offer my assistance. She did email her Student Advising team on May 27, 2015 in response to this situation. In the email she stated she already cashed and spent the stipend; however, she would only be able to do a payment plan of $100.00 per month. As long as Ms. [redacted] is willing to make $100.00 monthly payments then we should be able to make an arrangement at a later date to help scholarship her on the rest of the outstanding balance as long as she maintains her current GPA or better (3.45). As soon as I speak with Ms. [redacted] I will inform her that we also have a university appeal process she can complete. I will email her the appeal form and provide her with further instructions.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 Operations 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 College of Nursing and Health Care Professions Regional Director of Operations [redacted] and, based on that review;...

GCU has determined that Ms[redacted] complaint was previously resolved.It appears there may be some confusion on Ms. [redacted] behalf.  As stated in her above referenced complaint, GCU did resolve a Revdex.com complaint which Ms[redacted] filed in 2011 regarding a scholarship that she stated she did not receive.  On May 1, 2011 GCU processed a write-off on Ms. [redacted] account in the amount of $500.00 for a new start scholarship; thus resolving her 2011 complaint.  As for the $542 balance referenced in Ms[redacted]’ recent Revdex.com complaint, in July 2011 GCU’s Office of Financial Aid conducted a review of Ms. [redacted] account and discovered that she was over awarded financial aid. This occurred as a result of an employee discount which Ms[redacted] was eligible for but was not processed on her account until after her financial aid had posted to her account.  As Ms. [redacted] received both financial aid and an employer discount, the amount of financial aid she received was over the amount she was eligible for.  As a result, GCU was required to either return the overage of her financial aid or return the employer discount which had been applied to her account.  GCU returned the financial aid overage.  Thus, this created a $542 balance on Ms[redacted]’ account which she is responsible for.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]Regional Director of Operations College of Nursing and Health Care ProfessionsGrand 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 Military Division- RDO [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] attended 6 courses at Grand Canyon University. On December 18, 2012 she received her second financial aid disbursement.  After she withdrew, GCU’s financial aid office was required to review Ms. [redacted] account for a return of title IV funds since GCU is a borrower based university. The calculations based on academic progress indicated that GCU was required to return the unearned financial aid to the lender therefore creating a balance on Ms. [redacted] account. On April 9, 2013 Ms. [redacted] was sent an explanation of the return of title IV funds explaining why her funds were returned and explaining that a balance with GCU was created as a result.  Per University records, GCU attempted eight times through either emails or calls to Ms. [redacted] to resolve her account balance.  On May 23, 2013, Ms. [redacted] account was sent to GCU’s internal collections department as none of the attempts to resolve the balance were successful.  Additionally, on July 9, 2015 Ms. [redacted] called GCU and her Student Service Advisor went over the calculations and reason for her account balance with her. 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] Rodriguez MilitaryGrand 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 [redacted], College of Education Regional Director of Operations and, based on that review; GCU has determined that [redacted] complaint was appropriately resolved.  This determination is based on the following information: 

 

It is [redacted]’ contention that she provided all the information which was asked of her regarding her grade appeal.  However, this appeal was rejected because [redacted] did not provide enough detail.  Additionally, between August 13, 2013 and November 27, 2013 GCU made 25 attempts to secure this documentation from her and to assist her with getting back into class.  However, all attempts by GCU to reach out to [redacted] were unsuccessful.   

 

Upon further research it was discovered that on November 27, 2013 [redacted] finally provided a new telephone number to her Student Services Advisor, [redacted].  

However, [redacted] inadvertently overlooked entering this information into [redacted]’ student file. Nonetheless, the fact still remains that [redacted] remained unresponsive to GCU’s numerous attempts to reach out to her to obtain further details which would assist with her appeal and to assist her with getting back into class.  As well, by this time [redacted] account had been transferred to GCU’s internal collections department for further action for nonpayment.    

 

In addition to the above information, on July 16, 2014 upon receipt of [redacted]’ Revdex.com complaint, I attempted to reach out to her via email in order to speak with her regarding her account and her complaint.  See Attached.  However, as of today, August 29, 2014 [redacted] has still not responded to my email.   

 

My original response to [redacted]’ complaint still stands as she did not submit the requested information regarding her failed class.  Nevertheless, I would be happy to speak with [redacted] on her options to continue the appeal process for her failed grade in ECH-325.  She can contact me at ###-###-####-[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, 

 

 

[redacted] 

Regional Director of Operations  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 Executive Director of Student Services, [redacted], and based on that review, GCU has determined that Ms. [redacted] complaint was appropriately resolved. This determination is based on the following information:As Ms. [redacted] stated in her most recent response dated 10/22/15, she spoke with the Dean of the College of Doctoral Studies on 9/30/15 to craft a resolution to her matter.  The agreement made during this conversation was that Ms. [redacted] could work with her new chair outside of the formal classroom, and return to class on 10/29/15.  During that conversation a one credit future scholarship in the amount of $630 was offered as a means to settle the issue.Ms. [redacted] accepted this offer and is currently scheduled to return to her next course on 10/29/15.  As discussed, a $630 future scholarship has been approved and applied to that course and is currently reflecting on her student account. Further, Ms. [redacted] new chair has been working with her on dissertation matters outside of the formal class as approved by the Dean of the College of Doctoral Studies. All items discussed with Ms. [redacted] on 9/30/15 have been completed as outlined.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 Doctoral StudiesGrand 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 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] graduated from GCU with a Master of Science in Professional Counseling. After graduation, Ms. [redacted] requested that the college complete and sign an Institutional Recommendation form as part of her application to become a school counselor. 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. The college did provide Ms. [redacted] with a letter that provides details regarding the Master of Science in Professional Counseling degree program and the specifics of Ms. [redacted] practicum experience that was part of her degree program. Students are advised throughout their degree program to check with their state boards regarding licensure requirements.  Although Ms. [redacted] completed part of her practicum at a school setting, according to her state board, her degree program does not qualify her for school counselor state licensure. At this point, we have provided Ms. [redacted] with the letter that she is able to take to her state board for review.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

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

Jordan J[redacted] Regional Director of Operations 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] enrolled

into the Masters of Business Administration program at GCU and began taking classes

in that program on March 21, 2013.  She

was enrolled into MGT605 which began on 3/21/13 and ended on 5/15/13.  However, on May 1, 2013; two weeks prior to

the end of the course, Enrollment Counselor Alyyssa S[redacted] received a

voicemail from Ms. [redacted] stating that her instructor had failed her due to

plagiarism and that she needed to take a leave.  Per GCU records, Ms. [redacted] did receive a

non-disciplinary warning regarding her Module 3 assignment so she may have been

assessed an in-class penalty on that one assignment.  However, on May 8, 2013 Ms.

[redacted] emailed Student Services Advisor Bridget B[redacted] and stated that she

wanted to withdraw from her course as she had fallen too far behind in class to

be able to catch up and be successful.  Additionally,

University records indicate that Ms. [redacted]’s last day of attendance was on April

26, 2016 and that she was subsequently withdrawn from the class due to lack of

attendance.  As a result, Ms. Tindal’s

final grade in the class was a W not an F. 

We are unable to determine if the in-class penalty surrounding Ms.

[redacted]’s Module 3 assignment may have impacted her final grade had she

completed her class but Ms. [redacted]’s final grade would have been impacted by

her nonattendance and because she had fallen behind in her course work. In addition to the above

information, Ms. [redacted]’s account balance was due to the withdrawal from her

above mentioned class prior to meeting the requirements to earn the Federal

Financial Aid funding that she had received.  On April 11, 2013 Ms. [redacted] received a

Federal Unsubsidized loan in the amount of $5,478.  This was applied to Ms. [redacted]’s account

balance in the amount of $2,155.95 for the cost of her MGT605 course.  A stipend check in the amount of $1116.10 was

then sent to Ms. [redacted] for the remaining balance.  However, when Ms. [redacted] withdrew from her

course prior to completing it, a return of funds calculation was completed and

GCU was required to send $3,133 back to Ms. [redacted]’s lender.  This left Ms. [redacted] with an account balance

in the amount of $927.05.  At that time

Ms. [redacted] could have used the stipend funds that she had received to pay her

balance with GCU off but she chose to keep the funds instead.  Additionally numerous unsuccessful attempts to

contact Ms. [redacted] to resolve her account balance were made by both emails and

phone calls on 7/23/13, 7/30/13, 8/8/13 and 8/14/13.  On August 19, 2013 Ms. [redacted]’s delinquent account

was transferred to internal collections and was subsequently placed with an

outside collections agency (Reliant) for nonpayment on January 6, 2014.  It then came back to GCU on August 15, 2014

as Reliant was unsuccessful in collecting payment from Ms. [redacted].  Finally on Oct[redacted]r 21, 2014 Ms. [redacted]’s

account went to another collections agency (ACT) where it stayed until recent

payment was made by Ms. [redacted] as mentioned in her 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.

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 Director of Evening Class Operations, [redacted] and, based on that review, GCU has determined that [redacted] complaint...

requires further action. This determination is based on the following information:All traditional pre-licensure students are required to have health insurance while attending GCU. Upon acceptance into the program Ms. [redacted] was made aware of this policy. She applied for AHCCCS on November 8, 2014 and informed GCU that she was told it would take 45 days to process.  On January 22, 2015 GCU followed up with Ms. [redacted] via email and asked if she had received notification of her benefits. However, she responded that she had not yet received approval or denial of her benefits at that time.  The due date for students to turn documentation in was February 1, 2015. GCU students were made aware of this deadline through email campaigns and Ms. [redacted] also informed of this in person prior to the start of her semester and in her class on January 28, 2015.  On March 9, 2015 Ms. [redacted] emailed GCU stating that she was able to get private medical insurance; however she did not provide proof of insurance at that time.  On April 2, 2015 Ms. [redacted] finally provided proof of insurance however, it was well past the deadline. Thus, Ms. [redacted] was issued insurance per GCU policy through AETNA.  However, since Ms. [redacted] did not use the insurance and as GCU likes to serve the best interest of its students, GCU has decided to write off the amount Ms. [redacted] owes to GCU for health insurance. Additionally, going forward Ms. [redacted] will need to abide by any future due dates to provide proof of insurance.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]Director of Evening Class 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 Business Division 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] originally started attending Grand Canyon University on May 4, 2009. She attended until April 25, 2011 at which time she dropped out of attendance with Grand Canyon University. Ms. [redacted] then decided to return to Grand Canyon University on February 14, 2012 which was approximately 9 months after dropping out of attendance.  During that 9 month break Ms. [redacted] attended another school and received Financial Aid from that school. When Ms. [redacted] retured to Grand Caynon University on February 14, 2012 she did not disclose to GCU that she had received Financial Aid from a different university.  When GCU checked her 2010/2011 [redacted] to clear her for the February 14, 2012 start date which would be the 2011/2012 financial aid year, there was no loan showing dispursed by another university. Therefore, GCU awarded Ms. [redacted] financial aid based on her not using any Finacial Aid for that year with any other university. GCU brought in the full amount of Financial Aid for Ms. [redacted]’s 2011/2012 financial aid year and issued Ms. [redacted] stippened checks on March 22, 2012 in the amount of $3510.90, on September 6, 2012 in the amount of $485.50 and on September 16, 2012 in the amount of $2784.45 which totaled $6,780.85. After Ms. [redacted] started attending classes GCU was then made aware that she atteneded another university and used funding from her 2010/2011 [redacted] for the 2011/2012 aid year which caused an over lapping loan issue.  As a result, GCU was required to return Financial Aid due to this overlap in the amount of $7,277.  In-turn this created a balance on Ms. [redacted]’s GCU account in the amount of $5,266.00.  A detailed account break down is attached. 

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 Mr. [redacted]’s...

complaint and we value the opportunity to respond.  The issue has been reviewed by the Regional Director of Operations – [redacted] – Military Division and, based on that review; GCU has determined that Mr. [redacted]’s complaint was appropriately resolved. This determination is based on the following information:

 

GCU spoke with Mr. [redacted] and understood his concerns.  In an effort to resolve his concerns, GCU submitted a request to retract the collections notice from his credit report.  After speaking with Mr. [redacted], he was satisfied with the outcome and had no further questions.

 

 

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,

 

 

Military Division

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 Dan S[redacted] (Regional Director of Operations) and, based on that review, GCU has determined that Ms. [redacted]’s complaint was...

appropriately resolved. This determination is based on the following information:On March 21, 2016 prior to receiving Ms. [redacted]’s complaint, my Student Advising Team had already brought her concerns to my attention and I was able to determine that Ms. [redacted] did withdraw from her class after the first week which per GCU policy would mean that she would be responsible for the full cost of her course.  However, I was also able to validate that Ms. [redacted] never received a welcome call prior to starting her courses at GCU.  While a student is technically bound to the University’s policies once he/she signs an enrollment agreement, it is also GCU’s positon that we want to be as transparent as possible with the policies that impact a student the most within the welcome call discussion.  Therefore, on March 31, 2016 I called Ms. [redacted] and discussed her concerns about her first course and offered to scholarship her for a retake of the course if she wanted to try again.  However, Ms. [redacted] felt this was not the right time to pursue her masters.  Given that Ms. [redacted] did not receive a welcome call I went ahead and wrote off the full balance of her first course ($1,131.65).  However, I informed Ms. [redacted] that she would still be responsible for the Learning Management System fee in the amount of $400.00. Ms. [redacted] was satisfied with the outcome.  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 S[redacted]Regional Director of Operations – Northeast RegionGrand 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 his review, GCU has determined that Ms. [redacted] complaint was...

appropriately resolved. This determination is based on the following information: Ms. [redacted] states in her complaint that she feels GCU did not treat her well during her student teaching and that there was a lack of support and professionalism. She does acknowledge the fact that she was terminated in her student teaching position and that this violates the school’s policy. Ms. [redacted] also acknowledges the fact that she was placed on a Corrective Action Plan and that she now has a balance due to GCU in the amount of $264.00.University records indicates that Ms. [redacted] did receive proper communication regarding expectations for student teaching and that she received numerous phone calls and emails from GCU prior to starting her student teaching on January 26, 2015 to include: August 20, 2014; August 28, 2014; September 5, 2014; September 19, 2014; September 25, 2014; September 26, 2014; October 28, 2014; November 5, 2014; December 1, 2014; January 7, 2015; January 16, 2015 and January 26, 2015. Ms. [redacted] also received and signed a separate student teaching application that detailed the expectations prior to starting her student teaching course. University records also indicate that Ms. [redacted] received consistent communication throughout her first section of student teaching. On February 27, 2015, [redacted] GCU Site Supervisor, contacted Ms. [redacted] and explained that the school principal had asked that Ms. [redacted] not return. Ms. [redacted] also informed Ms. [redacted] that she would contact the school system to see if a placement could be found at another school.  Per Ms. [redacted] request, Ms. [redacted] is working on a placement for the Spring 2016 semester.  As well, official notification of her termination and details of her Corrective Action Plan (CAP) were discussed with Ms. [redacted] and mailed to her on March 5, 2015.  Successful completion of the CAP would allow Ms. [redacted] to retake student teaching one more time. Ms. [redacted] would also be responsible financially for the retake.  This policy was outlined in Ms. [redacted] enrollment agreement, GCU’s student policy handbook and Ms. [redacted] student teaching application.In addition to the above information, Ms. [redacted] and other members of GCU’s student advising team have been in consistent contact with Ms. [redacted] to provide guidance and follow-up through the CAP process to include phone calls and emails on March 6, 2015; March 31, 2015; April 20, 2015; April 27, 2015; May 6, 2015; May 18, 2015; May 20, 2015 and June 8, 2015. On May 20, 2015 Ms. [redacted] completed the written portion of her CAP.   Also, on June 5, 2015 Ms. [redacted] stated she would complete the remaining testing requirements in Fall 2015 and would retake her student teaching in Spring 2016.As for Ms. [redacted] outstanding balance, on April 20, 2015 her Student Services Advisor explained to her that since Ms. [redacted] fell out of attendance, GCU was required to return all remaining financial aid funds back to her lender and once she comes back into attendance GCU will be able to determine how much she is able to borrow and how much she may have to pay out of pocket for the remainder of her degree program.On June 12, 2015 I attempted to contact Ms. [redacted] to discuss her concerns and make sure she is on track to complete her CAP and get back into student teaching.  I was unsuccessful in reaching her but did leave her a voicemail.  To date, she has not returned my call.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] complaint and we value the opportunity to respond.  The issue has been reviewed by the Southeast Division Associate Vice President, [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] enrolled into the Masters of Arts in Teaching with an emphasis in Teacher Leadership program beginning on July 19, 2012.  She attended her first course, [redacted] (Classroom Engagement and Management) from July 19, 2012 to August 2, 2012.  She attended and earned points for the first 3 weeks of her 8 week course.  See Attached.  Per GCU’s drop/refund policy, students who drop after the 1st week of class are not permitted a refund and are 100% responsible for the cost of the course.  Below reflects the GCU’s 2012 Drop/Refund Schedule.  Ms. [redacted] also acknowledged the drop/refund policy by signing her GCU Enrollment Agreement.  See Attached.  Based upon this information, Ms. [redacted] is responsible for the cost of the course.Nontraditional Students 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 refundGCU 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]College of Education SE DivisionGrand Canyon University

Dear Revdex.com,

Grand Canyon University (“GCU”) is in receipt of [redacted]’s 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 was appropriately resolved. This determination is based on the following information:

Ms. [redacted] enrolled at GCU in the Spring Term of 2008 and her official start date was March 10, 2008.  In Ms. [redacted]’s complaint she indicates that she requested to withdraw from Grand Canyon University.  Per University records, that withdrawal was processed per her request.  Ms. [redacted] also states that she owes GCU “almost $10,000”; however, this amount is incorrect.  The balance Ms. [redacted] owes to GCU is $4,530 and is for the non-passing grades she received for her first two courses; [redacted] and [redacted] along the withdrawal fee.  At the time of Ms. [redacted]’s enrollment GCU’s policy was that students took two courses at a time and once they started one course, were assessed tuition and fees for both courses.  As well, Per GCU records Ms. [redacted] participated in both of her courses; twelve posts over three days in [redacted] and five posts over two days in [redacted].  See Attachment.  

As for Ms. [redacted]’s concerns regarding her student loans, Grand Canyon University never processed her financial aid due to a rejected [redacted]. The [redacted] rejection was not cleared and Ms. [redacted]’s financial aid was not processed as she officially withdrew from Grand Canyon University.  Therefore, there are no loan monies for GCU to return as Ms. [redacted]’s financial aid was never processed.  

Ms. [redacted] may contact GCU Collections Department at [redacted] to resolve her balance owed to GCU.  GCU welcomes the opportunity to speak with and work with [redacted] on resolving her 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 (“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, Ian Flores 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] inquired about a Master of Science in Nursing with an Emphasis in Nursing Education and was scheduled to start her program on April 14, 2016.  Prior to the start of her first course, Enrollment Counselor, Tara P[redacted] attempted to contact Ms. [redacted] multiple times to complete a Walk to Class.  However, Ms. P[redacted] was unsuccessful due to a bad number and/or not being able to leave a message for Ms. [redacted] to return her calls.  Attempts were made by Ms. P[redacted] on April 7, 2016; April 8, 2016 and April 14, 2016.  Every student receives a Walk to Class from their enrollment counselor.  During this call the counselor will review the entire LoudCloud system to ensure the student is prepared to take courses online here at GCU.  On April 7, 2016 during a phone conversation between Ms. P[redacted] and Ms. [redacted], a Walk to Class was scheduled for the following day; April 8, 2016.  On April 8, 2016 Enrollment Counselor Miranda B[redacted] attempted to contact Ms. [redacted] to complete the Walk to Class and a message was left by Ms. B[redacted]; however her call was never returned by Ms. [redacted], so the appointment was missed.  On April 14, 2016 there were four different attempts by Ms. P[redacted] to contact Ms. [redacted] to review and go through the Walk to Class but none of her calls were returned.  When Ms. [redacted] finally did call in, after her start date, she spoke with Stacia A[redacted], Miranda B[redacted], Tara P[redacted], and Alicia L[redacted]. During these calls, Ms. [redacted] asked questions and had concerns regarding accreditation, transfer credits, and financial aid.  However, she did not raise any questions about the LoudCloud software or any issues with that system.On April 13, 2016, Ms. [redacted] Student Services Advisor, Ms. L[redacted] completed a Welcome Call with Ms. [redacted]. During the Welcome Call, the counselor will review all GCU policies and procedures with the student, including the Drop\Withdrawal policies as well as all financial aid timelines and policies.  During this call, Ms. L[redacted] also explained that Ms. P[redacted] was Ms. [redacted] Enrollment Counselor and Ms. L[redacted] was Ms. [redacted] Student Services Advisor.  She also explained that they work very closely throughout the entire program for the student, and that as her Student Services Advisor, Ms. [redacted] can always work with Ms. P[redacted].  Ms. L[redacted] also explained that Ms. [redacted] was starting at GCU with an overlapping loan meaning that Ms. [redacted] had attended and used financial aid at another school and that loan overlapped with her loans at GCU.  However, Ms. P[redacted] further explained that Ms. [redacted] would have enough financial aid to cover her first Academic Year in full at GCU with no out of pocket expenses.  However, on April 26, 2016 during week 2 of her courses, Ms. [redacted] submitted a Complete Withdrawal.  Ms. [redacted] last date of attendance was on April 24, 2016 which was also during week 2, therefore she was participating in her classes during week 2 when she decided to withdraw from GCU.  Per GCU Policy that was detailed to Ms. [redacted] during her Welcome Call with Ms. L[redacted], if a student withdraws from a course after week 1, the student is fully responsible for tuition charges. Since Ms. [redacted] decided to withdraw, her Title IV funds were not able to be packaged as they were unearned.  Title IV funds cannot post to a student’s account after their last date of attendance.  As a result, Ms. [redacted] owes a balance in the amount of $2,400 for tuition and fees.On May 19, 2016 a settlement was offered to Ms. [redacted].  GCU offered Ms. [redacted] a full non-passing tuition adjustment in the amount of $2,000 along with a new scheduled Walk to Class to prepare for class if she returned to GCU.  However she declined GCU’s offer.  Ms. [redacted] does have a $2,400 balance owed to GCU for withdrawing from her first course which includes $2,000 in tuition charges and $400 in Learning Management Fees.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,Ian F[redacted] Regional Director of Operations, College of Nursing and Health Care ProfessionalsGrand 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 Business Division Regional Director of Operations, Brett M[redacted] and, based on that review, GCU has determined that Ms....

[redacted] complaint was appropriately resolved. This determination is based on the following information:Per GCU records, Ms. [redacted] only completed one course in GCU’s Master of Business Administration program; Leadership and Organizations (MGT605).  Ms. [redacted] successfully completed the course with an “A” and was charged tuition accordingly for the cost of the class in the amount $2,285.  In addition, she was charged $400 for the Learning Management Fee (LMS) which all students pay, for a total of $2,685 in tuition and fees.  Ms. [redacted] was close to her aggregate limits for financial aid, meaning that she was only eligible for $1,980 in student loans and this was to be broken into two disbursements as financial aid is based on earned credits and weeks completed in a payment period.  Thus, Ms. [redacted] received her first disbursement of financial aid, in the amount of $990 which was for two courses (8 credits and 16 weeks).  However, since she only completed one class, the Office of Financial Aid had to complete a review to determine how much funding was earned and had to return any unearned funding to the lender.  As a result, the Office of Financial Aid was required to return $495 to the student’s lender. Additionally, the second disbursement did not occur as Ms. [redacted] was not eligible since she did not attend anymore classes.   Following is a breakdown outlining 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 will bring this matter to a satisfactory conclusion.  Sincerely,Brett M[redacted]Colangelo College of BusinessGrand Canyon University

Dear Revdex.com,

 

Grand Canyon University (“GCU”) is in receipt of [redacted]...

complaint and we value the opportunity to respond.  The issue has been reviewed by the [redacted], Regional Director of Operations, College of Education and, based on that review; GCU has determined that [redacted]’ complaint was appropriately resolved.  This determination is based on the following information:

 

[redacted] stated in her complaint that she submitted a grade appeal and that it was denied by GCU.  While this is correct, the reason for the denial is that [redacted] did not provide enough detail in her appeal.  In addition, GCU made 25 attempts from August 13, 2013 through November 27, 2013, to contact [redacted] in order to obtain the documentation needed for her appeal and to assist her with getting back into class.  However, all attempts to reach [redacted] were unsuccessful.  As well, as of November 27, 13, [redacted]’s contact information in her GCU student file was no longer valid.  On July 16, 2014, I attempted to reach out to [redacted] again; unfortunately, the phone number is still not valid.  Therefore, on July 16, 14, I sent an email to [redacted] requesting updated contact information and the best time to reach her.  

 

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] complaint and we value the opportunity to respond.  The issue has been reviewed by the Business Division – 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:

[redacted] account balance is the result of 4 consecutive terms with non-passing grades. Unfortunately failed courses are not covered by Title IV Financial Aid in a borrower based system which requires that students demonstrate successful academic progress in order to earn funding. [redacted] claim that she was not responsible for her balance was reviewed at both the division and university levels, and the balance was determined to be valid at both levels.

In addition to the above information, GCU made 23 attempts between September 26, 2011 and April 24, 2012 to resolve this issue with [redacted] from the time the balance was created in June of 2011 through April of 2012 when her account was sent to collections due to her unresolved balance.  As well, even after [redacted] account was in collections, GCU continued to try to find a solution to return [redacted] to school.  GCU offered [redacted] several settlement options between August 31, 2012 and February 5, 2013 that would have reduced her  balance – none of which [redacted] accepted. 

Nonetheless, as the University always tries to serve the best interest of its students and does wish to see [redacted] return to school to successfully complete her degree, GCU is willing to forgive 50% of [redacted] $2,102.75 account balance if [redacted] is able to pay the other half of her balance.  GCU is willing to enter into a settlement agreement with [redacted] in which she would complete an approved payment plan for $1,051.75 and once payment is completed, GCU would waive the other $1,051.75.  [redacted] can contact me at [redacted] to discuss this settlement option.

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 Ms. [redacted] complaint and we value the opportunity to respond.  The issue has been reviewed by the Business Division Regional Director of Operations Danielle R[redacted] and based on that review, GCU has determined that Ms....

[redacted] complaint was appropriately resolved. This determination is based on the following information:Per GCU policy students are allowed to begin classes without their financial aid being completed as they do chose primary and secondary methods of payment upon completing their application for admission.  GCU can find no records which indicate that Ms. [redacted] stated she did not want to continue her education until her federal student aid was processed.   Per GCU records Ms. [redacted] was selected for Financial Aid Verification during the 2014/2015 financial aid award year and the 2015/2016 financial aid award year.  Verification is a random selection process used by the Department of Education (DOE) to verify certain information on a student’s Free Application for Federal Student Aid (FAFSA) to ensure its accuracy.  Based on the information reported on the FAFSA, the DOE will require certain applicants to complete the verification process before becoming eligible for Title IV financial aid.  If a student is selected for verification, GCU will request that the student provide all required documentation which has been requested by the DOE.  Failure to complete the verification process will result in the cancellation of all Title IV funding.On February 12, 2015 Ms. [redacted] was selected for verification for the 2014/2015 financial aid award year.  After some communication between GCU and Ms. [redacted], she provided the required documentation and on June 4, 2015 Ms. [redacted] verification was approved.  On November 3, 2015 Ms. [redacted] was selected for verification for the 2015/2016 financial aid award year.  Between November 10, 2015 and January 21, 2016 Ms. [redacted] SSA contacted Ms. [redacted] numerous times via email and telephone in order to obtain the required documentation needed to complete the verification process.  Additionally, on January 5, 2016 Ms. [redacted] SSA also informed her via email that the balance on her account was about to be sent to GCU’s Internal Collections Department if the verification process was not resolved soon.  Further he informed Ms. [redacted] that a payment plan for her balance owed would then need to be set up in order for her to be scheduled for future courses.  However, to date Ms. [redacted] has never submitted the required documentation; her father’s tax transcript.  Thus, she did not complete the verification process required in order to receive federal student aid.  This resulted in a balance on Ms. [redacted] account.Ms. [redacted] SSA attempted to contact her numerous times regarding her account balance to include January 28, 2016; February 4, 2016; February 12, 2016; February 19, 2016 and February 26, 2016.  On March 7, 2016 Ms. [redacted] unpaid account balance was sent to GCU’s Internal Collections Department. Per GCU policy failure to pay her account balance may result in Ms. [redacted] account being placed with a third party collection agency which may include credit reporting and additional costs.  In order to prevent this from occurring, Ms. [redacted] can contact Internal Collections at ###-###-#### or ###-###-#### to set up payment arrangement for her balance owed.  In regards to Ms. [redacted] transcript, a finance hold prohibits the distribution of any official Grand Canyon University transcripts.  However, once her balance is paid, Ms. [redacted] can request her transcript at that time. 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,Danielle R[redacted]College of Nursing and Health Care Professions Grand Canyon University