Grand Canyon University

Dear Revdex.com,Grand Canyon University (“GCU”) is in receipt of Mr. [redacted] complaint and we value the opportunity to respond.  The issue has been reviewed by [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 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 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 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 [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] 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 requires further action. This determination is based on the following information:Ms. [redacted] states in her rebuttal complaint that she feels that GCU’s response to her complaint contained untrue statements that are not consistent with the events regarding the matter. Therefore, I reviewed University records again and discussed Ms. [redacted] rebuttal complaint with the parties involved to validate the concerns. At this point, GCU stands by the previous documentation provided in the original response to Ms. [redacted]. I was able to make contact and speak with Ms. [redacted] on 7/16/15 regarding her concerns. She confirmed that she is in the process of studying for the GACE exams in the state of Georgia. She does not have a date yet for when she will take the testing. I introduced myself and discussed her current status and nature of her Revdex.com complaint. I offered assistance and options available to her. Ms. [redacted] is adamant that GCU wrongfully pulled her out of student teaching. She says she talked to the school and they said it was GCU that terminated her not them. She said because of her good grades she does not understand why she was withdrawn. Ms. [redacted] is also upset about her outstanding balance of $264.00. I explained that since she has been out of attendance that GCU is required by Federal law to return the funds to her lender. Any remaining balance after that is the student’s responsibility. She feels she was forced out of attendance and should not have to pay the balance. I also explained what happens when a school decides to terminate someone from student teaching. I told her about the Corrective Action Plan (CAP) process and that we would be able to work on a retake and final placement of student teaching for either the fall of 2015 or spring of 2016. I did inform her that students are responsible financially for the retake and can only retake one time. She did not agree that she would have to pay for the retake because she was forced to withdraw. I told her at least let our teacher education specialist (TED) team contact her and explain her options for placement. I also told her if she decides she does not want to continue with GCU that we might be able to switch her to a Non-IR version of the program so she could be in a graduated status. I did tell her that means she would not receive her initial licensure. In addition to the above information, I informed Ms. [redacted] that I might be able to help with a customer service write off for a portion of the balance of the retake for student teaching as long as she successfully completes it. She then put her husband on the call too. I allowed him to vent and then proceeded to explain everything again. They want someone held accountable for the decision to end her student teaching even though she had good grades. I recommended they contact the school district to get more insight into why they decided to terminate her student teaching. I also told them I would have her assigned TED contact her Friday 7/17/15 to go over details and options for the retake. 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]’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 complaint was appropriately. This determination is based on the following information:GCU through the assistance of its Technical Support Department and University Compliance Office was able to retrieve the assignment posting logs of Ms. [redacted]. We are able to see that the week 5 CLC group assignment in question was submitted by the group, however, Ms. [redacted]’s portion of the assignment was not submitted nor was there any record of an attempt to submit.  In addition, the instructor’s feedback was that Ms. [redacted]’s participation in the group forum was lacking and the instructor did not receive tMs. [redacted]’s portion of the group slides. A copy of the assignment posting logs will be forwarded via mail to Ms. [redacted] for her records.  Due to Ms. [redacted]’s poor overall GPA she has been dismissed from the program.  Once she has sat out of the program for 12 months, she will be able to reapply through academic appeals for reinstatement into the university as instructed in the GCU 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/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 Mr. [redacted] complaint and we value the opportunity to respond.  The issue has been reviewed by the College of Education- [redacted]hew Nalan and, based on that review; GCU has determined that Mr. [redacted] complaint was...

appropriately resolved. This determination is based on the following information:After reviewing Mr. [redacted] account it has been determined that the student did receive one year of [redacted] eligibility in the amount of $4,000.  Each graduate student is eligible for up to the maximum of $8,000 per Master’s program if all paperwork is completed.  After receiving the first $4,000 in [redacted] for the 2011/2012 year, the student never completed the paperwork required for the 2012/2013 [redacted] of $4,000.  Instead, the student was awarded the maximum amount of student loans per his request on the federal master promissory note that was signed.  The student did not and has not completed the required paperwork for [redacted] to this day and is not eligible for any additional grants as he is no longer in attendance with the university.The second concern that was reviewed was the student starting a second program due to communication from his enrollment counselor that he would not need to complete student teaching.  After reviewing this aspect of his account he did successfully complete the course and he was informed by his counselor that he should speak to his state’s [redacted] regarding his ability to teach at the secondary level without taking the student teaching component of Secondary Education.  Mr. [redacted] found out that he would need student teaching at the secondary level after he had already started the second program. And at this point he chose not to continue into his second class.  After reviewing all aspects of [redacted] account and speaking with him on the phone the university is willing to offer a credit in the amount of $1,582.20.  By doing this the university will be returning $1,582.20 of [redacted] student loan to reduce his total loan balance owed to his lender which was his concern.  The university has already returned $2,358 of [redacted] loan in accordance with federal regulations and he also received his last stipend of $3,898.80 in March 2013.  In total, [redacted] has received over $19,000 in stipends that he did not return to the lender that could have reduced his monthly loan payments.  Grand Canyon University supports responsible borrowing and we did inform [redacted] that it is in his best interest to return his excess funds; however students are not required to do so.   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 [redacted]er to a satisfactory conclusion.  Sincerely, [redacted]College 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 College of Education- [redacted] and, based on that review, GCU has determined that Mr. [redacted] complaint...

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

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 [redacted], the Executive Director of Student Servicers in the College of Doctoral Studies, 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] has been a student at Grand Canyon University since 2008 and should be well versed on University Policy as it relates to drop and refund policy. By signing her Enrollment Agreement, Ms. [redacted] acknowledged having access to GCU’s Academic Catalog and Student Handbook which contained the most up-to-date information and all University policies to include cancellation and refund policies. As well, this information is available for public review in the University Policy Handbook located on the gcu.edu website and was further reviewed in detail at the time of enrollment.  As for Ms. [redacted]’s complaint that she was eligible for $2,200 to cover the cost of her course, had Ms. [redacted] stayed in her original program, she could have provided a statement to GCU authorizing us to bring in an additional $2,200 in financial aid to cover the cost of her dropped course. However, she changed programs thus her loans were recalculated and it created an overlapping loan with her new program so she was no longer eligible to bring in those additional funds.  However, as a means to offset the costs, GCU offered Ms. [redacted] a tuition credit in the amount of $1,890.  On 8/1/13 GCU applied the credit properly to the academic year in which the drop fees occurred.  After this write off, that prior academic year still had an outstanding balance due in the amount of $878 which was the responsibility of Ms. [redacted].As stated above, Ms. [redacted] changed her program emphasis which created a new academic year on 7/11/13 and financial aid to cover the first payment period was received on 7/26/13.  Unfortunately, Ms. [redacted] failed the first course in this new academic year but did pass the second course (residency). Additionally, Ms. [redacted] did not continue after the second course. Therefore, since she did not earn the required credit to maintain the financial aid on account (due to failed grade not earning academic credit), Ms. [redacted]’s account became subject to the Department of Education’s return to lender calculation. GCU was unable to keep a portion of the financial aid received, which opened an additional balance on Ms. [redacted]’s account in the amount of $2,595.35 for a total amount due of $3,473.35 ($878 + $2,595.35). Since Ms. [redacted] was nearing her lifetime aggregate limits for federal financial aid, she was counseled multiple times to apply for a federal Grad PLUS loan to assist with the balance and to help her complete her program. Over 15 follow up attempts to work with Ms. [redacted] on ways to resolve this balance went without follow through. She also did not complete the Grad PLUS loan as she stated she would.In regards to the partnership discount which Ms. [redacted] states she should have received, GCU does not have a partnership with the employer Ms. [redacted] listed on her original admissions application.  If she has a Memorandum of Understanding that she received from a GCU employee, or has other documentation that GCU may research to determine eligibility we are more than happy to do so. However, at this time, there is no documentation on file that indicates Ms. [redacted] was employed by a current academic partner for the College of Doctoral Studies and this documentation should have been provided prior to enrollment for any discounts to have been applied.  We respectfully request any written documentation from GCU that Ms. [redacted] has so we may further research the matter.In summary, GCU did honor the write off for the dropped course that was promised to Ms. [redacted], and significant attempts to support her with options to address the existing balance are documented. There is also no documentation on file to support Ms. [redacted]’s claim of discount eligibility, but again we are happy to further investigate any documentation that she may provide. 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]Executive Director, Student ServicesCollege of Doctoral StudiesGrand 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.

There was no resolution that was offered,  The litany of emails only showed that their have been many emails sent and received.  I agree that many emails have been traded.  I have dozens where I am asking to receive information that I am still waiting on.  I believe that if someone could review the multitude of phone calls a pattern of deception and obfuscation would be seen.  To help in resolving my issues I am once again requesting physical copies of every single financial aid document that I filled out, and that GCU sent to the Department of Education, what they in turn received, and the Award Letter which has never been made available. I will then match this up with every email the notes from my phone conversations.  I to this date have not received this information which I am entitled to and has been withheld intentionally to extend enrollment to the point that a customer will owe something to GCU. 

Regards,

Dear Revdex.com,

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

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

This determination is based on the following information:

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

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

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

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

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

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

Sincerely,

GCU Traditional Campus

Grand Canyon University

Dear Revdex.com,Grand Canyon University (“GCU”) is in receipt of Ms. [redacted]’ complaint and we value the opportunity to respond.  The issue has been reviewed by the 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:On November 10, 2014 Ms. [redacted] was advised by GCU that she would only be charged 25% for her UNV 103 course that she started October 27, 2014. As an additional customer service courtesy, GCU reduced her LMS (Learning Management System) Fee to only 25% of the total fee as well. A breakdown of Ms. [redacted] ledger is as follows: Account Charges Prior to Customer Service Reductions400.00 Learning Management System Fee1860.00 Tuition for UNV 10385.00 Canyon Connect Fee7.01 Sales Tax= 2,352.01Current Account Charges100.00 Learning Management System Fee465.00 Tuition for UNV 10385.00 Canyon Connect Fee7.01 Sales Tax= 657.01- 138.00 (Federal Pell Grant Earned by Student)= 519.01 Current balance on accountGCU takes student complaints very seriously and does everything it can to resolve them in an amicable manner.  I hope the aforementioned information and actions will bring this matter to a satisfactory conclusion.  Sincerely,[redacted]Regional Director of OperationsGrand 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.GCU claims my financial record shows I received $4,000 in [redacted] the "first year," but failed to complete paper work for it the second year. However, I don't believe I received the first $2,000 the first year. In an email I have dated 8/9/11, after the first $2k was missed, my financial advisory stated, "I do apologize for my error in not submitting the 10/11 [redacted] application on your behalf. Please complete a new form, Agreement to Serve and the Entrance Counseling." Which was resubmitted, but could not be backdated. It would appear the second year (2011-2012) was the year that I receive grant money, but did not receive it during the 2012-13 year. As I recall, I had check to see if I needed to submit a new form, but was told the paper work completed prior would be sufficient. This, I believe, was stated in a phone conversation. Whether or not I am believed concerning the last payment of the teach grand for the 2012-13 error, still I believe sufficient evidence demonstrates failure on the part of my advisor for the first $2,000. May I point out, GCU's acknowledgement of my attending 2010-11 school year, yet ignores mention of that payment, asserting my "first year" was 2011-12.  In regards to the "second concern" of starting another program due to inaccurate information on the part of multiple staff (similar to incorrect information during my first enrollment), GCU argued that I was advised to speak to my state's [redacted]. This statement is followed by the fact that I "found out" that I would need student teaching, but does not mention that I learned of this from GCU--Not from my State's [redacted]. As a [redacted]er of fact, I called and spoken with 2 or 3 state's Departments of Education and was advised by them that if the University would accept it and provide an IR, they would accept it. This was communicated back to GCU and I was stilll assured by my enrollment counselor, my Academic Advisor and her manager that GCU would not require student teaching. I had several conversations, and check multiple times with both school districts and GCU representatives. It was not until mid-course that my academic advisor was absent and in speaking with another advisor in her place, was I informed that IR without the second student teaching would be "to her knowledge" impossible. Multiple phone conversations later I was assured this was the case, and in demanding to speak to someone higher than an academic advisor's manager, I was informed it would be impossible. It is my present understanding that managers were to direct requests for someone of higher standing, to [redacted]. In multiple phone calls, this was never the case. I was also informed that withdrawing form the course this late was not an option. I was informed that I had two choices--finish the course and protect my GPA and forgo any chance of a grievance process. or fail the course, lower my straight A average all for a 1 in a million chance of the grievance process. Those I spoke too, insinuated the grievance processes would not get me a refund. Under extreme stress at the time, I did what felt the wisest to do. I did what it took to pass, but did not find it worth the time to get the A grade my other program grades reflect. GCU also mentioned my "over $19k stipends" received as an argument against my wanting to lower my monthly payments. I don't understand the point of this argument or what it proves or supports. I had desired to return the first stipend received but was advised by a GCU representative, that "some students keep the stipends in case of emergencies, then return it upon graduation." This seemed wise. And it did aid us in multiple career and school related needs during my school years.  My understanding is that I could spend it in any manner I choose, so it seems unfair to bring it up as some allusive evidence that somehow GCU should be accountable for their misinformation. I believe I have very detailed financial accounts and feel most of my spending to have been wise. If GCU's argument has any barring on the outcome of this complaint, I would be willing to provide some financial records related to my spending--but at this point, I don't know what good it would do. Lowering my payments was not the reason for my complaint with the Revdex.com; but the continual misinformation from GCU that has brought me lost time and money, as well as other stresses and difficulties. I appreciate GCU's willingness to award $1,582 and am in agreement that the money should be returned to reduce the balance of my loan. In discussing this resolution the other day with [redacted], I had made the decision to reject the offer, but upon understanding this process with the Revdex.com further, I would accept whatever portion of the $8,000 I requested that they will a lot me, as a partial resolution--but not full. I will, however, insist that information about my complaint and proceedings still be public record for others to read unless full payment is made. I do believe this partial payment is not the full amount of a single class. There was so much more lost than money in this business arrangement, I am sometimes unsure $8k is enough to let it go. As my first degree was based on false information, I believe a good business would refund the whole amount; especially as I am constantly looking for employment other than where my degree has gotten me because it did not qualify me for what I was told. Neither program I began with GCU was what it was advertised to be. I don't know if I have legal footing for asking for $8k, let alone more. GCU may have the upper hand with the law, but what is legal is not always ethical nor right. The undesirable situation I am presently because of continual misinformation by GCU leaves me to think I am doing GCU a favor by requesting such a low amount to end this issue. Regards,[redacted]

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] Regional Director of Operations, [redacted] and based on that review, GCU has determined that Mr....

[redacted] complaint was appropriately resolved.  This determination is based on the following information:Mr. [redacted] started his attendance with GCU on 9/29/2015.  Upon the start of his classes he received the required net price calculator, a walk to class, student service advisor welcome call and he was also sent the welcome call check list.  Included in this material is the university’s policies and procedures including the withdrawal policy which is provided to every student in the likelihood there is an issue that requires them to withdraw.  Mr. [redacted] did state the first week that he was struggling and needed to focus on a routine with class.  The enrollment and student service advisor referred him to work with his instructor to get caught up.  Mr. [redacted] never requested to withdrawal within the required first week of class to receive a partial refund; therefore he is responsible for 100% of his balance due.  In addition to the above information, after multiple contact attempts from Student Service Advisor [redacted], she spoke with Mr. [redacted] on October 14, 2014 and offered him multiple options which included 25% tuition payment plus the $400 LMS fees.  Mr. [redacted] stated he would agree to this payment.  On November 5, 2014 Student Services Manager [redacted] again spoke with Mr. [redacted] and informed him that GCU would be willing to write off the remaining balance of $1,377 after the $835 was paid. Grand Canyon University continued to attempt to follow up with Mr. [redacted] over 20 times with only one response and no attempt to make the payment of $835.  On March 5, 2015 Mr. [redacted] account was transferred to the Internal Collections team due to non-payment of his balance.  While with the Internal Collections team Mr. [redacted] was sent two formal letters to his existing address in his file on March 11, 20154 and May 6, 2015.  In between the letters the collections team also attempted to reach him for payment four more times with no responses.  Due to Mr. [redacted] unresponsiveness his account was transferred to external collections on June 1, 2015.  Mr. [redacted] contacted his student service advisor on May 14, 2015 and was informed that since he did not pay his agreed upon portion of his balance and he was unresponsive his agreement was no longer valid and he would have to work with the collections team for resolution. Although though Mr. [redacted] did not make his agreed upon payment as he stated he would in October 2014, Grand Canyon University is willing to write off the balance of $1,377 as previously agreed upon.  In doing so we are willing to request $1,377 be removed from the external collections department; however Mr. [redacted] remaining $835 will remain with collections and he must setup payment arrangements through them.  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 EducationGrand Canyon University

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: As acknowledged by Ms. [redacted] in her complaint, she did not pass any of her four classes she attempted with GCU. As a result, GCU was required by federal law to return her unearned funds to her lender.  However, Ms. [redacted] does owe her lender the funds which she earned during her time of attendance.  In addition, GCU is unable to cancel the loan with Ms. [redacted] lender as this is an agreement strictly between Ms. [redacted] and her lender. 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 – central regionGrand Canyon University

I have been a student at GCU since 2010 and I am still working towards my degree. When I first enrolled I was told I could finish my degree in less than 2 years. I have the GPA to take more classes but did not learn this until this past summer so I had been taking one class at a time for years. I switched majors and was told I could take classes in April only for April to come and be told at the last minute that I would not be able to start classes in August. I took double classes and earned A's. After all of the obstacles I faced I made sure to ask the same question over and over because somehow they always go back on what they tell me. Sure enough I was told that I needed to pass 10 classes to graduate, I asked why they only had me scheduled for 6 classes and when they finally released my full schedule they had me scheduled for 11 classes instead of 10 classes. I even paid out of pocket almost $2k because the counselor said financial aid would not cover it then she goes and pushes back my schedule. I look at my schedule and they have me taking classes through 2018 and now my counselor has yet to email me back about a resolution. I am trying to figure out how I could take 6 classes in 5 months in 5 months and then have to take another 5 classes over 2 years, that makes absolutely ZERO sense. I feel like I am being strung along when all I want to do is get my degree and keep it moving. I thought about getting my Master's from GCU but now I am not sure. I just want out of there in April 2017, not October 2017 or April 2018. I am so done and I want answers and a resolution. I honestly have stories for days about this school but this is the latest situation that is so far beyond the last straw. The only reason why I am still there is because I have so many credits that I can't transfer.

I have spent years, trying to get through...... my first committee didn't even know they were my committee and backed out. Then I worked for a year with a committee to get through what they called "the process", finally the university claimed that I was finally correct that the committee they had original assigned was not capable of completing the process. I am not engaging with a new committee that seems to be nearly identical to the last. NOT ABLE OT FACILITATE FORWARD MOTION. Now I am not sure what to do....... if this what students are suppose to feel at the PhD level. After 25 years of teaching in higher education I would clearly state that GCU is a complete scam!!

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

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 did not sign any document stating that I agreed to any of the charges listed in my complaint.  I was never told about the $400 fee that would be assessed to my bill and that it would still remain after dropping the course within one day.  This educational institution is taking advantage of students.  I have since filed a complaint with the [redacted] of California.  GCU didn't even address the fact that they are using [redacted] Funds from my [redacted] when I am not a continuing student.  My issues are not resolved.  I tried contacting [redacted] and have not been able to communicate with him via telephone.

Regards,