Grand Canyon University

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I have forwarded you some emails to support my complaint against Grand Canyon University.  As I read GCUs response to my complaint I found bogus untrue statements that are not consistent with the events regarding this matter.  There was a conversation with [redacted] that took place on March 5, 2015 where she informed me based on “The Corrective Action Plan (CAP) Committee met on your behalf 3/5/2015 to discuss the circumstances of your student teaching placement. This document serves as official notification that you have been terminated from your student teaching placement”.  All GCU phone calls are recorded and could testify to the fact that I told Ms. [redacted] that I would not be withdrawing from my student teaching class where I was at a 97% in the class.  Ms. [redacted] then informed me as a result of this termination, you will be withdrawn from the online student teaching course.  This letter requires a 48 hour response, in writing, indicating you have received official termination notification. You will be required to retake your student teaching course and 16 weeks of student teaching. In order to reapply for your second and final attempt to student teach, you will first need to complete a Corrective Action Plan (CAP) which will be developed and implemented by the [redacted]. The dates of the CAP will be 3/9/2015 to 5/3/2015.  Ms. [redacted] never informed me that she would contact [redacted] for another placement.  I never told Ms. [redacted] nor did I request to be places in student teaching in the spring of 2016.  I was very adamant about GCU finding me another student teaching placement as soon as Mr. [redacted] informed me that Lithia Springs Elementary school did not want me to return to their school after the Friday February 27, 2015.  I was in contact with [redacted] on March 2, 2015 in which he told me that [redacted] was not going to reassign me another student teaching placement and that I should start looking for private schools in [redacted] to possibly be assigned to.  As far as the Corrective Action plan, I was told that I had 48 hours to commit to doing it or I would not be able be to complete me degree.  I never spoke to anyone from GCU on June 5, 2015.  The only reason I fell out of attendance is because I was told that I would not be put in another student teaching placement.  Mr. [redacted] has only contacted me since I made this complaint.  When I tried to reach out to the dean of students and Ms. [redacted]’s supervisor no one returned any of my phone calls.  I already paid for this course and I was in 97% compliance up until the moment in question.    I never had any idea anything was in the least wrong, concerning GCU,  until I was, to my surprise, told by  [redacted] that [redacted] did not want me back.  My husband contacted the Superintendent of [redacted] , Dr. [redacted], who informed him that [redacted] was not the one who terminated me.  That phone call should be recorded as well.  For several days immediately following the initial conversation with [redacted] I was being told I would be immediately reassigned to another school in [redacted], most likely a private school. I was then blind sided with the committee meeting news a few days later and the confusion and deception just keeps coming. GCU let me down major and they need to be held accountable. This feels like a complete scam.! 

Regards,

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
My complaint was a request to address poor customer service on GCUs part. If I had had a timely response to my email request for 'withdrawal' assistance from GCU, then I would not have 'missed' the deadline. It has worked to GCU's financial advantage to delay a response to my request for withdrawal. 

Regards,

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 Executive Director of Student Services, [redacted], and based on that review, GCU has determined that Mr. [redacted]...

complaint was appropriately resolved. However, as a measure of goodwill, GCU is willing to write off the Learning Management Fee in the amount of $400 based on the following information:At the time Mr. [redacted] submitted his 15/16 [redacted] to GCU, the [redacted]’s c-code 359 for unusual enrollment was only applicable to undergraduate learners who were receiving PELL grants.  As of July 1, 2015, those students who began a new academic year under 15/16 [redacted] and who received the unusual enrollment c-code 359, that c-code was now applicable to students at all levels who were applying for [redacted] Loans. Mr. [redacted] account was financially cleared on 8/12/15 to start classes on 8/20/15.  Mr. [redacted] received a welcome call from his Student Services Advisor (SSA) on 8/18/15 to review the University’s financial and academic policies prior to starting his program.  During this call, Mr. [redacted] was fully informed of the in-class posting requirements, the financial aid processing time of 30-45 days from the start of his program, as well as the financial implications associated with dropping a course.  These policies are also available for public viewing on the GCU website in the Policy Handbook. At that time, the c-code 359 was not noticed on the [redacted] by the SSA.On 8/29/15, the SSA was reviewing Mr. [redacted] financial aid status, and noticed a comment entered by the Office of Financial Aid that informed us that due to the 359 C-code populated by the [redacted], Mr. [redacted] needed to provide unofficial transcripts from colleges attended over the last four years in order to move forward with financial aid processing.  On 8/29/15, Mr. [redacted] was notified that GCU needed to secure the following transcripts:For the 11/12 aid year:  transcripts from [redacted] –[redacted]- SacramentoFor the 12/13 aid year:  transcripts from [redacted] – University CampusFor the 13/14 aid year: [redacted] and [redacted]-University Campus.For the 14/15 aid year – [redacted].Unfortunately, Mr. [redacted] ceased attending class as of 9/5/15, which is well after the published refund policy for tuition and prior to providing the above transcripts so that his financial aid could be processed.  Since Mr. [redacted] ceased attending classes prior to financial aid being processed, GCU cannot bring in financial aid to cover the tuition and fees incurred.  Further, Mr. [redacted] did not consult his SSA to discuss his intentions of not continuing in class so they could reiterate the information about the financial policy that was reviewed in the 8/18/15.  While published policy states that Mr. [redacted] owes 100% of the tuition and fees incurred since he dropped his class after the published tuition deadline, and prior to financial aid being processed, GCU is willing to write off the Learning Management Fee which is charged to all new learners in the amount of $400 as a measure of good will.  Mr. [redacted] will then be responsible for tuition and book fees only.  Tuition for the course he attended is $1,890 plus the cost of his electronic books is $105 for a total amount of $1,995. GCU has further applied his military discount in the amount of $94.50 to reduce the total amount owed to GCU of $1,900.50.  We hope this gesture will meet Mr. [redacted] request as outlined in his 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]. [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 Executive Director of Student Services from the College of Doctoral Studies, Nancy P[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] began a continuation course (DIS-975) with GCU on January 28, 2016 and paid for this course in advance of the class start date. Her complaint is correct in that this course was erroneously removed from her schedule.  However, it was an unusual technical error which was corrected immediately upon being brought to GCU’s attention.  Per GCU records, on the morning of Ms. [redacted] course start date, January 28, 2016; she notified her Dissertation Student Services Advisor Terila J[redacted] of her inability to gain access to the course.  Upon receiving Ms. [redacted] email at the start of her shift that morning, Ms. J[redacted] responded immediately to Ms. [redacted] and informed her that she was working on a resolution to have the issue resolved.  Ms. [redacted] replied and thanked Ms. J[redacted] for being on top of it.  The issue was resolved that same day within a few hours and Ms. J[redacted] notified Ms. [redacted] immediately that class room access had been restored.  Thus, Ms. [redacted] was still provided the opportunity to participate in the course on her first day of class.In regards to Ms. [redacted] allegations of unprofessional interactions with her dissertation chair and committee, GCU records indicate that Ms. [redacted] submitted four separate complaints on March 6, 2015; July 9, 2014; July 24, 2014 and April 6, 2015 citing difficulty reaching her dissertation chair in her first complaint and untimely feedback by her dissertation chair in the following three complaints.  Separate independent investigations were conducted by GCU to research Ms. [redacted] claims that included in-depth review of classroom participation, system activity, and email interactions between Ms. [redacted] and the committee.  However, all four investigations revealed that the committee responded to Ms. [redacted] within the published service agreement timeframes established by the college.  Therefore, all four separate investigations determined that Ms. [redacted] complaints were unsubstantiated. Grand Canyon University values the diverse opinions of terminal degree prepared committee members and their part in the learner’s dissertation journey.  Feedback is offered to assist the learner in publishing scholarly level work that adds new information to the existing body of knowledge for their chosen topic.  The process is extensive and a great part of that journey is the scholarly collaboration between the learner and the committee members. In September 2015, Ms. [redacted] was approved to begin data collection for her dissertation study. This is a critical milestone toward her degree completion and we applaud her on this accomplishment.At this time, all specific allegations submitted by Ms. [redacted] have been researched and unsubstantiated. The matter relative to the course removal was corrected the same day and within several hours of being brought to the attention of Ms. [redacted] Dissertation Student Services Advisor.  If Ms. [redacted] has a specific matter that she believes to be unresolved, we welcome the opportunity to review that item and quickly bring it to closure. 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]Executive DirectorCollege 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 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 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:

When Ms. [redacted] completed her financial aid paperwork she was led to complete all documents necessary to apply for both Federal Title IV loans and grants. Upon completion of these documents the Office of Financial Aid evaluates and packages both loans and grants if eligible, unless advised differently by the Student Services Advisor. Ms. [redacted] Student Services Advisor attempted to contact her prior to her course start date to complete a welcome call in which funding would have been discussed, however she was unsuccessful in reaching her. Because this conversation did not take place and changes were not noted, the office of financial aid packaged both loans and grants. Once the counselor was able to speak with Ms. [redacted] they did discuss both types of funding as well as the additional credits that Ms. [redacted] was eligible for. However, by the time that Ms. [redacted] advised she no longer wanted the loans she had incurred a balance for her courses and was advised that upon receipt of payment for these course the loans could be sent back to the lender. 

Grand Canyon University strives to provide world class customer service and after careful evaluation of her history, though we were unable to reach Ms. [redacted] for a welcome call to review the financial information, we have made the decision to return all funds to the lender. This will leave a balance on Ms. [redacted] account which will be written off by GCU.  As a result, Ms. [redacted] account will have a zero 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

[redacted] College of Business

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 College of Nursing and Health Care Professions Regional Director of Operations, Richard Lucero...

and, based on that review; GCU has determined that Ms. [redacted]’s complaint was appropriately resolved. This determination is based on the following information:

University records indicate that on September 9, 2014, Ms. [redacted] was unable to access her electronic book for her [redacted] course and contacted GCU in an attempt to receive help with accessing it.  However, GCU is unable to determine whether Ms. [redacted] was ever able to obtain access to it or if there was any follow-up communication regarding this issue.  Therefore, as the University always tries to serve the best interest of its students, it is willing to waive the $110 cost of the book if Ms. [redacted] returns to GCU to continue with her educational goals. In addition, GCU reached out to Ms. [redacted] to inform her of this information and also informed her that going forward she will be responsible for the cost of her course materials to include electronic books.  Additionally, Ms. [redacted] agreed that if she has any future issues with accessing her electronic books she will contact GCU and will continue to follow-up with GCU until any issues are resolved.  As well, GCU agreed to do the same. 

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 Nursing and Health Care Professions

Grand Canyon University

To date, the [redacted] has never contacted me about an audit regarding my attendance.  Since 2009, using [redacted] money, I have earned five degrees, and at three different levels.  This is not suspicious attendance. 
GCU had to have already had my NAU transcript in order for me to be admitted to GCU.  Additionally, [redacted] told me over the phone, during our last scheduled introductory counseling session, that GCU already had all of my needed transcripts.  Thar is why I had not sent in my CSUS transcript.  So, the excuse that GCU could not process my [redacted] loan because they did not have all of the needed transcripts is not valid, as they had told me otherwise, and thus they created that situation. 
Before I started class at GCU, GCU knew that I needed [redacted] money in order to pay them.  So, for them to let three weeks pass, and still not get their money from [redacted] is not my fault, thus not my problem.   This is another artificial problem that GCU created. 
I never signed a contract, saying that I would pay for classes that were barely attempted, and that I could or would pay for classes out of pocket. 
GCU did not use ~1900 worth of labor on me.  Therefore, this amount shocks the conscience for only three weeks worth of attendance.
Why did GCU only now mention a military discount? 
The same GCU person that responded to Revdex.com also just sent me an email, stating that my account has already been sent to collections.  This is unreasonable, as she knows that the amount due is being disputed.  If this shows up on my credit report, then this will need to be corrected by GCU. I feel that GCU is retaliating for my Revdex.com action. 
GCU needs to be able to let students begin a class, but leave soon thereafter, and not have personal bills and bad credit due to it.
If at the end, I agree to pay GCU anything, then I would need a fair payment plan.  I would also need any bad reports to the credit reporting agencies reversed.

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 for the College of Theology, Chris K[redacted] and, based on that review, GCU has determined...

that Ms. [redacted]’s complaint was appropriately resolved, however we are willing to accommodate the request given the circumstances. This determination is based on the following information:Ms. [redacted] received a call from her Student Service Advisor outlining the cost, fees, and policies regarding attendance several days prior to the class start date. At that time, she was made aware of refund periods and charges for attendance. Ms. [redacted] did post attendance in the class, but the post was simply to inform the instructor of her inability to begin. That communication which took place in the system registered her as an attending student making her financially responsible for the class and any upcoming fees that any be incurred as a result of attendance. That all said, we are willing to waive the balance owed in the spirit of customer service for Ms. [redacted] since the post that created the record of attendance was simply to communicate to the faculty they will be unable to attend As stated, we are willing to waive any balance that has been incurred and Ms. [redacted] will have no outstanding liability to GCU. The total amount of account adjustment will be the current balance of $847.01, which includes all current fees and prorated tuition.  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,Chris K[redacted]College of TheologyGrand Canyon University

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I had emailed proof to someone at the Revdex.com wich were pics that they were billing me not for the english class but for a class I never took yet I also sent picture of the past courses and recent which I am in nothing. and they also already took the money of 800 and something out of my student loans for english class before sending them back I sent all of the pics to. proving evreything 

Regards,

Dear Revdex.com,   Grand Canyon University (“GCU”) is in receipt of Ms. [redacted]’s rebuttal comments and we value the opportunity to respond.  The issue has been reviewed by the Executive Director of Student Services, College of Doctoral Studies, Nancy P[redacted] and, based on that review, GCU has determined that Ms. [redacted] complaint was appropriately resolved.  This determination is based on the following information:   We appreciate Ms. [redacted] efforts to secure funding for her future academic courses.  Further, we understand the confusion on the dollar amounts discussed with Ms. [redacted] as it appears the Student Services Advisor did not clearly delineate the differences between amounts due for the academic year when residency was scheduled vs. the amounts owed for program completion.  We apologize for not making this clearer. The amounts owed for the program completion may not be offered due to the unique academic journey of each doctoral learner as they embark on the dissertation process. The number of continuation courses (if any) cannot be predicted and is based entirely on the learner’s individual academic progress of their unique dissertation study. The best information we can offer regarding the cost for future continuation courses, is the costs per credit hour of $640 plus a $105 Canyon Connect fee per course which can be used as a means for Ms. [redacted] to plan for her future expenses.  It is also important to note that tuition may change in the future as outlined in our Policy Handbook. In addition, GCU will gladly change Ms. [redacted] counselor to a seasoned Team Lead whom we hope will offer a more concise communication approach as it relates to financial matters.   We acknowledge the payment Ms. [redacted] made in the amount of $4,815.  Those payments were received as such:  7/1/16: $4,000 (2 separate payments of $2,000 each) and 7/8/16: $815. These payments were applied towards Ms. [redacted] 6/23/16 course which totaled $1,920, and the remaining $80 credit and payments were applied toward her residency course which cost $2,895.  The payments Ms. [redacted] made covered completely the amounts owed for these two courses ($1920 +2,895 = $4,815 = amounts of payments made).  Ms. [redacted] is accurate in stating her payments zeroed out her balance due.   Since Ms. [redacted] was back in attendance, GCU was able to bring in the remaining financial aid available in her lifetime aggregate loan amount. We were able to bring in $236 worth of financial aid remaining on 7/12/16 which appears as a credit on her account and is available to pay towards her next course that begins on 8/18/16.  I hope that helps explain the amount of $236 on Ms. [redacted]’s account.  It is a credit balance, and not an amount owed to GCU.   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 Studies 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 [redacted] Assistant Vice President of the College of Business and, based on that review; GCU has determined that [redacted]...

[redacted] complaint was appropriately resolved. This determination is based on the following information:[redacted] had taken and completed 6 previous courses with GCU with the same technology and had no previous issues.  [redacted] 7th course is where he stated he had issues with the E-Book.  However, [redacted] did not notify his counselors until October 22, 2014 of his E-Book issues which was during the 6th week of a 7 week course. Therefore, [redacted] was informed that it was past the time that a student would be able to drop and still be eligible for any type of refund period and that he should contact Student Technical Support for assistance with accessing his E-Book.  When this call took place [redacted] was already receiving a failing grade.  He advised that he had never been able to get into his E-Book.  However, GCU can find no records indicating that [redacted] had ever contacted GCU’s Technical Support Department regarding any issues.  The Technical Support Department verified that between September 15, 2014, the date of the start of [redacted] 7th course; through January 5, 2015 they were unable to locate any requests for assistance by [redacted].  Given the opportunity GCU’s Technical Support Department can usually resolve these types of issues.  [redacted] started his next course on November 17, 2014.  His Student Service Advisor (SSA) and Enrollment Counselor (EC) both attempted to contact him within the first two days of the course to verify that he was able to get access to the E-Book. Attempts were made by both Email and telephone.  Voicemails were also left for him.  However, [redacted] did not respond.  On November 25, 2014; the second week of his course; [redacted] SSA called him as GCU had been alerted that he was not participating adequately in his current course.  During this call, [redacted] informed his SSA that he did not have access to his E-Book.  [redacted] SSA told him to contact GCU’s Student Technical Support Department and even suggested that they both call them at that moment together.  [redacted] said that he was not near his computer so he was instructed to contact Student Technical Support at his earliest convenience.  [redacted] was eventually withdrawn from the 2nd course, due to lack of participation, giving him a W for Withdrawal.[redacted] account is not currently in collections.  He still has the opportunity to resolve his balance with GCU before his account does get sent to collections.  GCU has made several attempts to resolve this balance with him by calling and/or emailing him. As part of giving every student the opportunity to not only resolve their balance, but continue on to graduation, GCU attempts to call and email each student numerous times. In addition to the above information, GCU is willing to provide [redacted] with a scholarship in the amount of $1,860 to retake one of the two above mentioned courses, minus the cost of the E-Book.  GCU is also willing to write off $1,000 of his $2,855 account balance.  We will continue to attempt to reach out to [redacted] regarding this offer.  As well, [redacted] can contact SSA [redacted] at [redacted] to take advantage of this offer and to set up payment arrangements on his remaining account balance. In regards to [redacted] appeal, per University records, he did request an appeal form from his EC and on November 11, 2014 his SSA emailed him the appeal form and advised him of the timeline to appeal the course.  Per University records, [redacted] SSA did not receive the completed appeal form back.  The email address which this appeal form was sent to is the same email address on [redacted] account that was provided by him and that is confirmed by him to verify who he is when he calls in to GCU or when GCU calls out to him.    As stated above, GCU’s Student Technical department given the opportunity should be able to resolve these types of issues. As well, it was [redacted] responsibility to communicate and reach out to the Student Technical Support Department regarding any technical issues he may have had.  He should have contacted the Student Technical department right away.  Students are given various ways to contact them and are advised of this in each course, through the portal, the GCU website and the University Policy Handbook.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]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 Military Division 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: Upon review of Ms. [redacted]’s educational records, her balance of $7,103 is due to her failing four courses and having her financial aid returned to the lender for failure to complete the academic aid year.  I spoke with Ms. [redacted] on February 9, 2015 and discussed the failed grades and balance.  Ms. [redacted] was not aware that she had failed four courses and that the balance was a result of the failed grades and lack of completing her federal aid requirements.  Ms. [redacted] was under the assumption that the balance was from future courses that she never completed but was charged for.  However all the future scheduled courses were dropped appropriately and no financial balance was associated with those courses.  Ms. [redacted] said she now understood her balance and was apologetic for not resolving it sooner.  She was appreciative for GCU taking the time to explain her situation and putting her in the right direction to resolve her balance with the collection agency.  She now plans to pay off her balance and return to GCU to complete her remaining coursework and graduate. In addition to the above information, GCU agreed to send Ms. [redacted] the contact information for the collection agency so that she could resolve the balance, and she stated that she would be contact the University at a later time to complete her program.  Ms. [redacted] was pleased with the result, and mentioned that she would log back onto the Revdex.com website and update her claim as resolved.  No further action is required at this 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.

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 Southeast Division Associate Vice President, Jaime Leonard 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 Bachelors of Science in Secondary Education in Business Education and Technology for the Spring semester beginning on January 7th, 2008.  She was enrolled into four classes for the semester; POS 301 and SYM 301 both starting on January 7th 2008 and ending on March 2nd, 2008, and BUS 318 and INT 463 beginning on March 10th, 2008 and ending May 4th, 2008.  Ms. [redacted] attended the entire eight weeks of both POS 301 and SYM 301, earning grades for both of the courses.  She also posted positive attendance in BUS 318, posting her biography on 3/11/2008 and Week 3 discussion question on 3/25/2008.  As well, she posted into INT 463 on 3/11/2008 presenting a question to her instructor in the Questions for Instructor forum.  Per GCU’s drop/refund policy, students who drop after the 3rd week of the semester are not permitted a refund and are 100% responsible for the cost of the semester.  Below reflects GCU’s 2008 Drop/Refund Schedule.  By signing her Enrollment Agreement, Ms. [redacted] acknowledged GCU’s Finance Agreement that reflects this policy. In addition, she also acknowledged having received a GCU Academic Catalog and Student Handbook which contained the most up-to-date information and all University policies to include cancellation and refund policies.  Based upon this information, Ms. [redacted] is responsible for the tuition for her semester.Nontraditional Students Students who drop/withdraw from a course/all courses are eligible for the following refund: Week 1…………...…………100% tuition refund Week 2……………………… 75% tuition refund Week 3..………………………50% tuition refundAfter Week 3 …………………No refundUpon further review, there were no issues with Ms. [redacted]’s acceptance to GCU.  Students are conditionally accepted and provided the timeframe of the semester to apply for Federal Financial Aid and receive official transcripts in order to be matriculated and fully accepted to GCU.  Ms. [redacted] completed her FAFSA (Application for Federal Student Aid) on 2/6/2008 and her Master Promissory Note and Entrance Counseling Interview on 2/19/2008.  GCU did request her official transcripts; however, they were never received.  GCU does attempt to request official transcripts on behalf of students; however, it’s ultimately the student’s responsibility to provide them.  Because the transcripts were never received, GCU was unable to matriculate Ms. [redacted] and certify her loans.Although Ms. [redacted] is responsible for the cost of tuition for the spring semester, because there was minimal attendance in BUS 318 and INT 463, GCU is willing to adjust the cost of tuition for those two courses.  The total charge for tuition is $4,500 ($1,125 per course X 4 courses).  This will make Ms. [redacted]’s balance owed $2,250.00 for the two courses she did fully attend; POS 301 and SYM 301.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 Education SE DivisionGrand 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 [redacted], College of Education, Associate Vice President and based on that review, GCU has determined that Mr. [redacted] complaint was appropriately resolved. This determination is based on the following information:GCU followed up with Mr. [redacted] instructor and discovered that she only received one email from Mr. [redacted] on June 11, 2015. She replied and let Mr. [redacted] know to contact her in the Individual forum. This is done so that all communications are documented during the course.  This allows GCU’s Faculty Specialist department to have access if there are any issues or appeals that need to be researched.  GCU’s Faculty Specialist department found that the instructor’s in-class responses were immediate, and that Mr. [redacted] waited until the last week of class to try to do all of his written assignments.Mr. [redacted] did not attend class at all in week one and the instructor did grant him a grace period to turn in his work for that week.  However, he did not follow through and turn in any of his assignments by the due date the instructor communicated. In addition to the above information, Mr. [redacted] did not turn in any assignments during the entire class. He did complete some of the discussion questions and classroom participation.  However, he contacted the instructor one week before the classes ended to tell her he would need an extension for the entire class.  At that point the instructor advised Mr. [redacted] that he should retake the class because he did not turn in any of the assignments and was too far behind in class.  As well, Mr. [redacted] had earned only 10.4% of the possible points for the class. Additionally, the online classroom ([redacted]) does not allow anyone to turn in work after the class has ended. This is why the drop box would have been closed to Mr. [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]Southwest DivisionCollege of EducationGrand 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 [redacted], College of Education, Associate Vice President and based on that review, GCU has determined that Mr....

 [redacted] complaint was appropriately resolved. This determination is based on the following information:A review of the [redacted] Learning Management System confirmed Mr. [redacted] attempted contact to his instructor during the course in question, [redacted] (Creating and Managing Engaging Learning Environments). Mr. [redacted] contacted the instructor in the virtual classroom in the appropriate space reserved for private communication between the student and the instructor. The instructor replied to Mr. [redacted] on 6.16.2015 after Mr. [redacted] initial inquiry on 6.14.2015 indicating he had returned from vacation and would be catching up work. The instructor’s reply indicated that the student should indeed continue to post discussion question answers and participation requirements. Further, the student advised the instructor he would be catching up assignments to which the instructor replied that the student should do this. In addition to the above information, Grand Canyon University’s Academic Compliance department reviewed all submissions made by Mr. [redacted] and determined that no course assignments were ever submitted by Mr. [redacted] after he indicated he would be catching up his required coursework. Therefore, it was determined that because Mr. [redacted] did not attempt to submit any of the core assignments in his course his final grade rendered would be based only on work that he did complete. In this case that work comprised a percentage less than what was required to successfully pass the course. Mr. [redacted] has been made aware of this review by the Academic Compliance team and advised of the consequences of the failing grade and his standing with the university. As well, Mr. [redacted] was admitted to GCU with an academic status of admitted with specifications.  This status is defined from the GCU University Policy Handbook as “Students who do not meet the standards for admission may be admitted to Grand Canyon University programs with specification. Admission with specification requires nontraditional baccalaureate students to limit coursework to no more than 12 attempted credits or one semester for traditional baccalaureate student (no more than16 credits)”.  Mr. [redacted] did not meet the below standard set for by this policy:Minimum Standards Graduate Student• Complete their coursework with a minimum institutional GPA of 3.0.• Review of academic record occurs after attempting 8 credits for nontraditional campus students, or one semester according to the program course-walk for traditional campus students.• Administrative Withdrawal occurs after failing to achieve the minimum-standard GPA.• Acceptance occurs after achieving the minimum-standard GPA.Mr. [redacted] was advised of this policy both in writing (2/24/2015) and verbally (2/25/2015) by his Student Service Advisor during his new student welcome call. Mr. [redacted] did not complete his assignments in class and was issued the correct grade. This caused Mr. [redacted] to have a GPA lower than 3.0 and per GCU’s policy he was dismissed from GCU.  Per the policy, Mr. [redacted] can apply to be reinstated in 1 year from his dismissal date.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]Southwest DivisionCollege of EducationGrand Canyon University

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

The initial posting in the class is a required introduction to the other students participating in the course. I responded to the first discussion question once instead of the 5 posting I am required to make. The additional post were to the instructor informing him/her I will be withdrawing from the class. The final post made on day 7 of week one was to my financial advisor [redacted] informing her of the same information. Ms. [redacted] responded on Monday which was day 8 and week 2. I requested to withdraw from the class within the appropriate tome frame. I do not deny stating I have financial obligation because I willingly participated, however if I knew I would have to pay for the entire class I would have completed the course just as I had done before and requested an LOA. GCU has access to my class participation for that week. Instead of counting posting dates time should be taken to read the posts. In doing so this will support the information I have given.

Regards,

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

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 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:

I am unaware of the letter [redacted] referenced in his complaint.  However I have conducted an audit on [redacted]’ account and have determined that the balance due on his account is for two courses which he dropped during his last attempted academic year. 

In addition, per University records, on September 7, 2010 [redacted] spoke to a GCU finance counselor regarding a potential payment plan for his balance and requested a follow up call later that week.  Per his request, numerous attempts were made to contact him to include: September 13, 2010; September 15, 2010; September 20, 2010; September 23, 2010; October 1, 2010; October 11, 2010; November 19, 2010; December 3, 2010; December 8, 2010; January 18, 2011, January 20, 2011; February 2, 2011, and February 8, 2011.  However, each attempt which included a voice mail and/or email was unsuccessful as [redacted] did not return any of those voice mails or emails from GCU. 

Finally, on February 22, 2011, [redacted]’ Finance Counselor finally received an email response from [redacted] in which he stated that he ran into some issues with making his payments but that he planned on starting a payment plan as soon as possible.  [redacted] also acknowledged that his email response was very late but that he would get in contact with his finance counselor to see what kind of payment plan could be made.  However, once again, GCU never heard from [redacted] nor did it receive any payments from [redacted] towards his account balance.  On March 10, 2011 GCU sent a letter to [redacted] advising of the collections process and that his account would be sent to collections if payment was not made on his account.   

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]

College of Business

Grand Canyon University

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.[Provide details of why you are not satisfied with this resolution.]

Regards,

 

This Statement is false. I gave all of the information that was asked of me. I replied back to the email with my valid number and I communicated as need by email due to the fact it was hard reaching GCU through telephone. I faxed and filled out all of the papers that has asked from me.  Here are some of the emails in which I was communicating with a few of the staffs.