Grand Canyon University

Review: To make a long story short, I enrolled at GCU to finish off my Finance degree. Since I enrolled there has been issue after issue regarding finances. While enrolled they screwed up my financial aid, which left me with a large balance and they told me I had to pay it before my next class started which was a couple days later. So, they ended up dropping me from my courses. Three months later I ended up back enrolled but only because I emailed the president of the school. The agreement was that I pay 225 per month until my balance is paid off, which is what O have been doing. My last class is supposed to start June 10 and now they are threatening me telling me my remaining balance (1,963) has to be paid before my next class is to start which is Monday, June 10 or I will not be allowed to take my final class. I do not want to blame the entire school. It is just the financial aid department. The agreement was that the entire balance is to be paid by August 1, which is when my last class ends. I am willing to pay $660/month for 3 months which will eliminate my balance.Desired Settlement: $660/month for 3 months or something similar and also a new counselor other than [redacted].

Business

Response:

Dear Ms. [redacted], Grand Canyon University (“GCU”) is in receipt of your complaint and we value the opportunity to respond. The issue has been reviewed by the Business Division and, based on that review, GCU has determined that your complaint was appropriately resolved. This determination is based on the following information: Ms. [redacted] received the appropriate amount of Financial Aid funds for the current Academic Year. These funds should be applied for tuition and fees at the time of receipt with excess funds available to the student. Ms. [redacted] is in the process of receiving a Financial Aid stipend check in the amount of $3000, however, the cost of her next course is $1945. These funds more than cover the cost of the course in this dispute. Therefore, there is no need for a payment plan on this account. If Ms. [redacted] choses to make payments for the course, she will not be allowed to continue with classes until the balance is paid in full. Ms. [redacted] successfully applied for and received Financial Aid funds to help her cover the cost of tuition and fees. The funds have become available and are sufficient in resolving the balance from tuition and fees. Ms. [redacted] has requested the ability to work with a new Student Service Advisor and GCU will honor this request effective immediately. 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 Arts and Sciences- Operations Campus SixGrand Canyon University

Consumer

Response:

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.In the process of me filing a complaint, I spoke with my counselor regarding the balance of $1963. The written agreement was that I pay $1500 on 6/14 (which I already paid today) and the remaining $463 is to be paid on 7/30. The counselor has the document. Yes, I received a stipend from the school but I also have room and board that I pay for with that also. This is the agreement that was made and the counselor said it was okay. Therefore, I will stick with the written agreement. Just like they have a roof over their head and have to eat, so do I. I am doing the best that I can and this counselor is not helpful nor understanding at all. Please keep in mind the financial aid department screwed up my financial aid which is my I have this balance in the first place. So, this balance is from awhile back and the last course that I am in currently is already paid for. So, no I am not satisfied with this resolution. Per the written agreement $1500 on 6/14 and $463 on 7/30. Regards,[redacted]

Business

Response:

The University has worked out a payment arrangement per Ms. [redacted]'s rebuttal. We hope this will bring this complaint to a satisfactory conclusion.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Never have I been as frustrated with any association as I was tonight with Grand Canyon University?. To my immediate friends and family I have made it very clear that I have issues with my roommate, not uncommon for a freshman girl. The problem I have is with the institutions way of handling the situation. If you asked me right now, I would not recommend any upcoming college freshman to attend GCU because of the way I have been treated.
A mediation was set up between my two RA's and my roommate (no big deal). The mediation went fine, although the RA's (the school's) solution for conflict was to create a list of rules for each other to follow to make living together easier (i.e. I won't listen to music in the morning or I will try to be quieter when I come in at night). For me, this petty attempt at a solution did absolutely nothing. I then went to the room of the RA of the hall that I wanted to switch to and talked to her about my situation. She was extremely nice and listened and helped me think of different solutions to my problems and saw no problem with me moving out of my current room, into one in her hall that will be open at semester, also claiming that she had three open rooms currently. She suggested I talk to housing.
I went to the housing office a few minutes later where I was not given the time of day and simply told that there would be no roommate switches under any circumstance, without even being given the opportunity to explain myself or even speak with someone in authority. I then contacted my RD requesting a meeting just to talk about my situation, since no one would listen or even tell me what steps are necessary. She sent me an email stating the my RA had told her that I did not want to continue with the mediation process (AKA move out), which was a complete lie. I was never asked if I wanted to continue the process or even talked to in person about how things were going after the list of rules was given. This offended me greatly. I then reached out to my RA asking why she would say this when clearly I did want to move out still. She then said that I was not acting like an adult and there was no reason that the RD would even consider a meeting with me. I kept asking her why it would be a problem to move into a room that I know without a shadow of a doubt is available to which she never replied.
Tonight, I had a one on one meeting with this same RA because I had missed a hall meeting for work. She came into the room, extremely unfriendly and handed me a piece of paper saying this is what was covered (not explaining anything) and made an effort to leave. I stopped her, since I thought I could ask some questions in person about why I could not leave my room. I asked her about the room I knew was available and she claimed that even if it was available someone else might move in at semester, which I know is a lie since that room has already been paid for, yet will remain empty because that student will have transferred (which doesn't seem like a bad idea). She told me that even if a room is empty I am not allowed to move into it. I continued to ask questions with to which she would reply every time, "[redacted], there are no room switches," in a heated voice. She then stated, "I will not argue with you," when I was simply asking questions in a reasonable tone. I asked if she would just sit down so we could talk about it, when she simply walked out and said, "have a goodnight." She is the one acting like a child, not me. She would not even sit me down to answer questions like a good RA would do. She refused to give me the time of day and walked out, slamming the door on her way out.
If GCU's housing staff cannot make time to sit down and talk with a student about issues that are occurring, or try to keep the student happy, that student will leave. Because of GCU treating me poorly and the staff not being willing to help someone that is supplying money for their paychecks, there is no reason for me to continue giving my support to GCU. If they treat their students like this, I do not want to be one of their students any longer.

Review: I applied to Grand Canyon University registered for classes and was told my Student Loans looked great and everything was ready to go for me to start classes. When I tried to log into the program I was not able to complete any tasks, when I called and e-mailed my representative I was told I was never fully accepted because my loan had not went through. After that happened I tried to call and e-mail many times to find out what is going on because no one would never call me back about the status of the loan and I was not able to get into the classes online. I was told because I was never fully accepted into the school I would not have to worry about it. A few years later I received a nasty phone call and e-mail saying I owed them because the loan didn't go through and I registered for classes. I explained to the person that I was told I was never fully accepted into the school and I would not have to pay them because I didn't actually take any classes. Now more than 5 years since then I receive more e-mails and calls threatening to send it to a collections agency because they say I owe them $4500. I am now a single mother working full time who has graduated from another school and have no way of paying money to them that I do not owe. How can I owe someone money when I was never fully accepted into the school?Desired Settlement: I would like this amount to be removed from my account and not sent to the credit bureau. I do not feel I owe them any money seeing as how I was never accepted.

Business

Response:

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

Review: I had been taking classes at Grand Canyon for almost 2 years using my VA benefits and working toward a business degree. In December 2010 I was enrolled for a class the week before it stared I contacted a counselor at Grand Canyon and asked them if I could take the class at a later time without being penalized. The counselor said I could and she removed me from the class and signed me up for the same class staring in January. In January I checked in with Grand Canyon about my class and was informed that I owed them $7378 and could not take anymore classes until this debt was paid. I contacted a financial counselor [redacted] and he said because I withdrew from the class in December I did not fulfill my 12 credit obligation during the semester so my financial aid was returned and I needed to pay the $7378 before I could take anymore classes. I explained to [redacted] that I had asked before I withdrew if there would be a penalty and was told no, and was enrolled for the next session of the class by someone at Grand Canyon. He just said it was my fault and I would have to pay. Ridiculous if I had been told at the time I was rescheduling the class that I would incur a $7378 debt and would be unable to finish my degree until it was paid I would not have withdrawn, I would have found a way to make it work. So not only did I not get my degree ( I only had I think 3 classes to finish) Grand Canyon in now trying to collect $7378 from me. I believe this is their mistake yet they have put it on my credit report so I cannot finish my degree, buy a house or continue with my life plans because of their mistake. Grand Canyon counselors would not even try to work to lower the amount or to admit any blame in the debt all they wanted was for me to pay $300 a month until the debt was paid and they would not claim any fault. Once again if someone had said to me your are going to owe us over $7000 if you withdraw from this class I would have simply taken the class.

[redacted]Desired Settlement: I would like Grand Canyon to "solider up" and admit that this was their mistake for not properly training their representatives and eliminate this debt.

Business

Response:

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.

Review: I started talking to a student advisor in July 2014 in regards to taking online courses for an MSN degree in nursing.

In August I talked to [redacted] student Advisor, on how to continue as I was excited to begin in the fall of 2014.

We conversed by email many times as I am an RN that has different hours in regards to answering phone calls. Also it was easier to email and keep in touch as I was very excited to begin my MSN courses.

[redacted] was very courteous and I truly felt I could trust her with assisting me to move forward.

The transcripts were sent, [redacted] was completed in a timely manner. All paperwork was accepted.

I had also talked to another advisor named [redacted] whom explained the online protocol and attendance, classroom participation and GPA that I would need to continue.

We also discussed the policy in regards to with-drawl or dropping the course: She had told me the the drop policy was First Week drop = 100% refund; If dropped after first week the charge would be 75% and after 2nd week no refund.

Just before starting the course I had a vacation/reunion to go to in another state. While I did take my laptop I seemed to not be able to get into the GCU Student portal, especially the three day allowance before courses started on September 25, that being my first day of class online.

While in the airport which we were stranded in, I emailed [redacted] in regards to not able to see the courses and being able to get on as we were flying back home on September 25th. [redacted] had stated sometimes airports can mess up getting on as she had worked in an airport facility before and was always getting complaints in regards to this.

While I could never get back on that day and we did not get home until September 26th at 1 a.m., I still tried to get into my student portal after I got back on Sept. 26th, I still could not bring up the class program as I should have been able to do three days before the course was to begin.

I called [redacted] that morning in regards to this, She asked me what I had done to get into the courses and I preceded to tell her and she followed me with her computer as I told her what I was doing. I took her through the steps and got to the area that I should be in and still could not see courses to get on. Until she did something on her computer as she apologized that she had not done something to allow me access to the classes.

Whatever she did I immediately was able to see the courses and was able to open them. I was concerned that I would be in trouble by not getting on Sept. 25th, my first day of class.

She told me not to worry that it was just a bio about myself and to just get it done soon as possible and write a few lines about myself, ie: where I live, married, etc.

I thanked her and hung up as I was excited to get started now that things were in order. I wrote my bio and then I had to get ready for work. In less than one hour my husband had told me that we were going to have to move as his company had made other plans and wanted him to move to Wisconsin before the end of the year. As soon as I found out there would not be any way out of not moving I realized that I just could not consider taking this online course and try to pack, move, give my notice at work, etc. I just could not take on this pressure. I emailed [redacted] within 2 hours and received a response about not worrying about [redacted] as this money borrowed would be sent back to lender, but there could be fees that I would owe to the university and we needed to discuss this on the phone.

I proposed a time to call [redacted] the next day with an email. Before I could call [redacted] called and made this a three way phone call and [redacted] begin to tell me options and how much money I would have to pay the University.

"No one had ever told me that if I opened the course that I would automatically be charged" And all I did was enter my Bio as I did not know that we would have to move until a few hours after talking to [redacted] earlier.

I feel frustrated, taken advantage of and have no idea why I would have to pay as this was not something I planned to do and now I am being punished for something beyond my control.

I was told that I could take the first course and then drop out. This would ruin my GPA as I know I could not do my best with moving, finding a new home, finding a new job and all by December 2014.

I was told that I would not have to ever pay the $400 LMS fee ever again since I would have to pay it now.

I was told by [redacted], after discussing this with her supervisor since Iowa has a pro-rate I would not have to pay the full charges.

I should not owe anything to Grand Canyon University due to circumstances beyond my control.Desired Settlement: If I truly had not wanted to go to GCU I would not have started the process.

But...

It is not my fault that I cannot continue on, as I did not even get into the actual course activity.

With GCU trying to take advantage by charging me for not even a days class work seems ridiculous and unfair.

I just want to have my account closed with no cost to me, as well, hope that GCU will have the compassion/courtesy to do what is right, and charging me for something beyond my control just is not right.

Business

Response:

Dear Revdex.com,

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Sincerely,

[redacted], MM (Regional Director of Operations)

College of Nursing and Health Care Professions

Grand Canyon University

Review: GCU has taken part of my financial aid to pay a fee for a course I dropped. Then, sent me a stipend for the remainder. Now they are demanding I pay it back as they say it was a mistake that it was sent to me. The amount they want me to pay back is larger than what they sent me. The fee I was "charged" for dropping a class was $510.00 and that was "paid" by my financial aid. The stipend was 1500.00+ I was told that the accounting department had to "re-figure" my account. They now say my balance is 1700.00+ and though I have tried to get a legitimate explanation, my questions are not answered and the financial adviser becomes angry and demeaning. I had finished one masters at GCU and decided with all the bad press that I would not continue with my second master's in that school so dropped to find another college. I want my account to return to a zero balance. I do not owe them money. They "say" they paid my financial lender for the stipend that was "not mine"...but when I ask for proof, there is none. Can you please investigate this?Desired Settlement: To return my balance to a zero and send me my transcripts so I can attend a school that does not have a history of fraudulent practice with financial aid.

Business

Response:

Dear Revdex.com,

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

I spoke with Ms. [redacted] on November 14, 2013 and discussed the entirety of her account from her tuition costs to why her stipend was issued, and ultimately when/why her return of funds took place. I explained these details so Ms. [redacted] understood the process and at the end of the conversation she did understand what had taken place.

I let her know that the University is bound by federal regulations with regards to sending out stipend checks as well as returning funds for all students who fall out of attendance for greater than 14 days or do not successfully complete their payment period with the University. She received the stipend check of $1530 prior to the University returning the $1730 back to her lender which is what created the balance.

Ms. [redacted] understood and just asked that I send her a breakdown of our conversation so she can make a decision on whether to return or not. I gave her a breakdown of what we discussed and she said she would email me her decision.

I offered Ms. [redacted] the opportunity to return to GCU and upon her return she would be charged tuition for the class she needs to retake, as well as the past due balance for her previously withdrawn class. I did let her know that if she returned we could bring back the amount of $1730 that we returned to the lender and that she would need to make her payment of $1530 back to the University which was the stipend she received. By doing this it would reduce her balance to $510 which is what was owed from initially dropping the class. I let Ms. [redacted] know that she could setup a payment plan for that as she moved into her next class. The second option, if she chooses not to return is to pay her $1530 stipend back to the University to assist in resolving the balance of $1730. This would leave a remaining balance due of $200. I let Ms. [redacted] know we would need to setup payments to resolve this within the following two months.

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,

Education Division

Grand Canyon University

Review: In March of 2013 I became deathly ill and was admitted into the hospital intensive care unit for over one week. I was in the middle of taking a class, HIT205, Healthcare Systems & Transcultural Health Care for my bachelor degree in Counseling. Due to being in the hospital I could not finish the last two weeks of class. When I was finally discharged from the hospital, I had to learn how to walk and perform basic activities for daily living again. I also had weekly dialysis treatments, home health, physical, and occupational therapy appointments to take. I was not mentally or physically able to finish my class. When I was physically and mentally able to finish the HIT205 class, Grand Canyon University (GCU) notified me that I failed the course. I received a statement from GCU saying I was in a Health Policy and Economics class as of March 8th totaling $2514 which I never took because I was sick. I was not given an opportunity to provide my paperwork from the doctor to prove my illness or given a chance to finish my course work. I was then notified by GCU I owed over $2000 for the class and until I paid this fee, I am unable to continue at GCU or get my transcript to attend another class without repeating a course. I have since left GCU and taking courses at Argosy University. Due to GCU not forwarding my transcript because they say I owe $2514, I have to take a course I already taken at GCU. I complained to [redacted] my admissions representative and spoke to her every other day. I complained until I started Argosy in May, 2013. I believe I am a victim of health discrimination and I am very hurt I have to experience this after going through almost dying. I am also hurt I have to go through this ordeal from a Christian university which I feel is not very Christian-like.Desired Settlement: I would like the opportunity to provide my paperwork from my doctor and have my fail status taken off and changed to incomplete for the classes stated. I would like the opportunity to finish my coursework for that class and continue towards my degree in Counseling. I would also like the $2514 and other monies GCU says I owe for the class taken off and my transcripts released.

Business

Response:

Dear Ms. [redacted]

Grand Canyon University (“GCU”) is in receipt of your complaint and we value the opportunity to respond. The issue has been reviewed by the College of Arts and Sciences Division and, based on that review; GCU has determined that your complaint requires further action. This determination is based on the following information:

You did not successfully complete a full payment period with GCU. Since you were unable to complete your payment period your account was reviewed by the Office of Financial Aid. The Office of Financial Aid was required to complete a return of Title IV funds calculation. Based off of their calculation you did not earn $2,514 of your financial aid. These funds were returned to the lender and the balance of $2,514 remains outstanding on your account.

Based on your personal situation we would like to offer you the opportunity to appeal the cost of your HLT-205 course. GCU understands that you were going through a challenging time and you still have the opportunity to present your case to our appeals committee. The appeals committee will evaluate your appeal and make a decision based on the supporting information that you 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,

College of Arts and Sciences Division

Grand Canyon University

Review: I had been attending Grand Canyon University for a year and a few months. I ran into an issue this last year with financial aid numerous times where it had delayed my continuance with my classes. I told my advisor that I had wanted to wait until I knew for sure that the financial aid had gone through with out an issue before I was enrolled into my next courses. Unfortunately, my advisor had said that my financial aid had gone through with no issues and I was able to start my next course. After a few weeks which was too late for my to withdraw from the course, I had never received an email. Up until after the completion of the course, an email was received after two months. The email disclosed that my financial aid had an issue and I was not able to receive the funds which had stuck me with the bill. The same incident happened once again a few months down the line with a separate course which again was timed to where I could not withdraw from the class. I have done everything in my power to speak with my advisors manager and on top of that his manager and nothing has been resolved with these issues. I also send an email to my advisor stating that I was planning on leaving Grand Canyon University because I kept having so many issues and the staff did not seem willing to help me. The last time that I have heard from my advisor was an automated message that was sent out to me March 26th about returning to GCU.Desired Settlement: With all of the frustrations and headaches that I have gone through with this school, from being lied to about receiving scholarships for G.P.A which is not eligible to online students such as myself, the inconvenience with the lack of communication from my advisor which had kept me from returning and continuing my courses, and lastly the inconvenience that I am now left with because I am now having to put off transferring universities to deal with this mess. I would like, since they have done this before, for GCU to take out the remaining money from my Sallie Mae private loans to go forth towards my bill so that I am able to get my transcripts released. I still am wanting to transfer universities and I would hope, to keep the balance or allow it to be turned to collections if worse comes to worse, but most importantly uplift the hold on my transcripts so that I am able to complete the transfer process.

Business

Response:

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

Consumer

Response:

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

Review: I received several calls in reference to enrolling in Grand Canyon after I requested information on Masters Programs.. A guy called me several times also offering me a scholarship and on the last day to enroll and receive the scholarship he had me fax over after sending me emails docs about the scholarship asking that I accept scholarship and I asked shim several times about dropping classes and was advice I could drop classes by the end of the week at which I was enrolled in by the advisor that called. Once I reviewed the syllabus which was not available until I was enrolled the requirements were not to my satisfaction which classes only requested papers and forums which does not seem logical or a proper learning environment because at no time would I have been tested, nor did I have time to write papers every other day, so I tried to drop class and had to speak with an advisor and sent a email to do so because if would not let me drop and at no time was I advised of any fees for dropping class plus any additional fees.. I specifically asked advisor about cancelling classes and was never told about fees plus I never signed anything agreeing to any of this except as scholarship. I feel that this is very unethical and very unfair to anyone trying to enroll in school and a big scamDesired Settlement: I wanted all debt to this school removed and no further collection calls and any negative information removed from my credit report

Consumer

Response:

when I spoke with representative from Grand Canyon I added him not one time did the admission rep nor rep when I asked to drop class notified me of a manage fee or a 25 % fee for dropping the class even after I asked several times. Only agreemet I signed was one for a scholarship and on page 90 of the school.enrollment policy from the document the repredental ice sent in regards to filing an appeal which I had not sent because that would indicate that I was in agreeable with what he was offering me which is not because again I was enrolled the same day I signed scholarship.docs and who has time to read up ro page 90 of a guide? I asked several times about if I needed to drop.class and was not advised ans how can I be charged a technology fee or whatever fee when I haven't used aby of their services.

Review: I was given a failing Grade in a class in which I did not deserve the professor deducted points off of my grades in which the professor should not have. I participated in my journals and the syllabus did not state that I had to submitt my journals to turnit in. On the syllabus it stated that all papers that are 500 words are more should be submitted to turnit in. She also gave me a zero on my final assignment. I did the final assignment as she stated in the syllabus. Due to the failing grade I got charge for failing the class and to retake it. I reported this issuse to the University they denied my academic claim. They told me I had a balance and that I can pay little at a time on it and it would not be submitted to collections. After the few payments I have made I got a letter from The GCU collections stating they were trying to contact me and if I did not contact them on a certain date they was goin to send my bill to collections. I've tried contacting them several times and left messages and I have yet to to recieve a phone call back. The only thing I got back was a letter from reliant collections. Before than I have been contacting [redacted] and [redacted] through phone calls and email regarding this issue. I have ask for my final transcript and GCU refuse to send it. I have all my emails in which I tried to resolve this issue.Desired Settlement: I desire to have the balance remove and continue my classes or to recieve my transcript due to the fact the professor did not give proper instructions on what she expected I did as she asked. I feel that I did not deserve these charges or my bill to go to collections.

Business

Response:

Dear Revdex.com,

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

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

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

Sincerely,

Regional Director of Operations

Grand Canyon University

Consumer

Response:

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,

Review: I started classes for by RN to BSN in nursing at grand canyon university in the fall of 2013. Upon enrollment, I was told there was about a $400 one time fee that would include all of my ebooks for all of the classes for that program. However, at the end of the first class I received a bill for over $100 for my book for that class. I was then told that the $400 fee was for my "online experience" I commented that I was never told that and wondered why the would charge after the class. I almost did not return, but I did not want to lose out on my $400 fee, so I did pay book fee. A year later I returned even after dealing with me being enrolled in multiple classes that I never signed up for, bills that would come with classes I never requested to take. When I did sign up for my second class, on my first day I had no access to ebook. I contained by professor who told me that I did not need book for any assignments. I contained my adviser by phone with no return call. I also contacted the ebook company and was told my name was never given to them by grand canyon university. I was told to watch my email, that the school would be sending information and then they would send link via email. I never received. I completed the class, receiving an A with out the book, and was shocked to see that I was being charged for ebook. When I contacted the school, they told me the fee was not only for the book, but any online materials. This doesn't make sense to me, as I thought the $400 one time fee was for online materials.Desired Settlement: I would like the fee for ebook removed from my bill as to the fact I did not have access even when I attempted to contact university with no help. The university has stated they can not wave fee and I feel that is unfair since they never resolved issue from the first day of class.

Business

Response:

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,

College of Nursing and Health Care Professions

Grand Canyon University

It took GCU 6 months to process my financial aid paperwork due to an issue that they failed to inform me of. Initially I was told that it would "take a while". I completed the paperwork in September and didn't receive any information until I had to call (in December) and find out how much longer it would take. In December I learned about the paperwork issue and was able to fix it. I received a notice last week, on the 19th of February during the 7th and final week of last course for the semester AY1/PP1 that I finally would receive a disbursement and the remaining credit would automatically be sent to me in form of refund check withing 14 days. I emailed my counselor to ensure it was automatic and everything was good to go and she confirmed that it would be automatic and it takes up to 14 days to be mailed out. Today according to my account information I was charged entirely for the courses assigned to AY1/PP2 which obviously cancels out most of the left over funding from PP1. The communication of the financial department and advisers is abhorrent and simply embarrassing business practice. Taking 6 months to accomplish what should be considered a fairly routine task is absolutely ridiculous. Having emailed a counselor about my account credit, receive one answer then find out today that it is something completely different just proves that they did not look into my student account at all and just replied with a generic answer. I am highly frustrated with this university and don't understand how there can be so many similar complaints with little to no corrective action being taken. This will most likely be my last semester with this school and have discouraged my spouse and brother from enrolling in masters programs here.

Review: All documentation sent to me when I enrolled in GCU in 2011 indicated 60 hours of credit to achieve the Ed.D. degree. In my plan of study, there was no indication of multiple dissertation continuation courses. There was no indication of this in the university handbook that was current when I enrolled either. I now have 72 hours of credit with all of the time and exorbitant expense that entails.

Business

Response:

Dear Revdex.com,Grand Canyon University (“GCU”) is in receipt of Ms. [redacted]’ complaint and we value the opportunity to respond. The issue has been reviewed by the Executive Director of Student Services, Nancy P[redacted] and, based on that review, GCU has determined that Ms. [redacted]’ complaint was appropriately resolved. This determination is based on the following information:On June 23, 2011 Ms. [redacted] signed an Application and a program specific Enrollment Agreement to enroll with GCU in the College of Doctoral Studies. The Enrollment Agreement stated that the program consisted of a “minimum” of 60 credits. By signing her enrollment agreement, Ms. [redacted] also acknowledged having received Grand Canyon University’s Policy Handbook and Academic Policy Handbook which also contained the program information and requirements. Further, the Policy Handbook also contains a Dissertation Milestones Guide which outlines the progression requirements and the steps required in order for students to secure an approved dissertation which is needed in order to graduate the program. In addition, it is important to note, the doctoral program is established to allow learners to complete the program in 60 credits if all dissertation milestones and programmatic requirements are met. Thus, it is possible to complete the dissertation and obtain the necessary signed approval from the dean after completion of the 60 credits. However, the University also developed continuation courses to assist those students who need additional time to secure the required dissertation approvals; as is the case with Ms. [redacted]. This guide further outlines that students are required to be in class in order to continue to work with their dissertation committees toward this goal. Although Ms. [redacted] did complete 72 credits she has still not met the dissertation milestones that are needed in order to secure a dean-approved dissertation. GCU informed Ms. [redacted] of this information on April 14, 2015 and since that time she has been enrolled in the additional courses needed to obtain approval of her dissertation.As Ms. [redacted]’ dissertation has not yet been approved she will need to continue with the additional courses needed in order to complete her dissertation and obtain approval from the dean. Additionally, once approved, in order for Ms. [redacted] to participate in the graduation ceremony, she will need to submit the dissertation form signed by the dean to the College of Doctoral Studies by close of business 60 days prior to the date of the graduation ceremonies. Ms. [redacted] is welcome to contact Nancy P[redacted] at [redacted] for any questions she may have regarding her program requirements and where she is within the dissertation approval process.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 m[redacted]er to a satisfactory conclusion. Sincerely,Nancy R. P[redacted]College of Doctoral StudiesGrand Canyon University

Review: I need help resolving a problem with my GI Bill benefits. I am in an MBA program with Grand Canyon University online. Last fall, I started a Finance for Business Managers course and realized a couple weeks into it that the material was too difficult for me. When I started falling behind, I immediately called both my student advisor at the school and the GI Bill benefits line to ask what I should do. Both told me that I should not withdraw from the course and as long as I completed the course with an F, I would not have to pay back my GI Bill benefits.

Last week I received a debt letter from the VA stating that I had a debt for this course for over $2700. I called the VA and they told me that I had to get the school VA certifying official to send something to them stating that I completed the course with an F. The school has refused to do so.

We have a 12 year old son with autism and he requires a very strict diet to keep him from having seizures. I am stressed about this debt putting more pressure on our family's finances and I need resolution.Desired Settlement: I request that a Grand Canyon University VA Certifying Official send a letter to the VA stating that:

1. Elizabeth Soliday fully met the attendance requirements of Grand Canyon University during the Sept-Nov 2014 enrollment period in the Finance for Business Managers Course (page 30, Grand Canyon University Policy Handbook), and

2. Elizabeth Soliday completed Finance for Business Managers with a letter grade of F, and

3. An official GCU transcript showing that the course was completed and affected my GPA.

Business

Response:

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, Sandra Rodriguez and, based on that review, GCU has determined that Ms. [redacted] complaint was appropriately resolved. This determination is based on the following information:GCU is required by law to report non-passing grades to the Department of Veteran’s Affairs along with the last day of class attended by the student. If Ms. Soliday feels that she has extenuating circumstances that caused her to fail the course, the Department of Veteran’s affairs has an appeal process that can be utilized. Since GCU did correctly report Ms. [redacted] enrollment to the Department of Veteran’s Affairs, and Ms. [redacted] debt is held directly by the Department of Veteran’s affairs, GCU is unable to take any further action on the student’s 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,[redacted]

Regional Director of Military OperationsGrand Canyon University

Review: I enrolled at GCU and started classes on October 27, 2014 immediatley I started having concerns about financial aid but I had no number to contact them on. I wanted to know things like when would my aid cover classes will I have any charges. Upon start of class I recvd a call from [redacted] letting me know pricing etc and she told me everything would be handled by her as far as accepting funds for me etc. I found this a bit wierd because I figured I would know how much aid I am accepting as I am the one who has to pay it back. I grew even more scared after talking to people and looking at reviews here on the Revdex.com. So I emailed [redacted] on Friday the 28th of October to ask her about my financial aid refund this way I would at least know my classes were paid for and if not I could drop from the school. I then recvd an email from her saying she was out on vacation til the 3rd of November. I then emailed [redacted] and she told me she wasny aware and I had to speak to [redacted]. So today which is the start of week 2 of classes. [redacted] tells me I have to pay them $2,352.01 if I withdraw today and I wanted to do so on Friday but she was out and I was told by her that she is the only one I can speak to as for as my enrollment goes. So I am hurt to know that I had no way of reaching her because she was out and now I am not even going to take this class and I am being told I have to pay for the whole class as well as a $400 online fee of some sort. Then when I asked for another dept lead such as a finicial aid manager or student services. She told me they do not speak to student services. I said that it weird I have never heard of such there has to be someone I should not have to pay for something I am not using and I couldnt reach anyone. She said well I take all calls they do not talk to students. If you like I can have my boss call yo but I do not know her schedule.Desired Settlement: I think I should not have to pay this amount to GCU I had issues and questions from day one and its not right. At most I am able to pay the 25% if in week one since she was out and I was not able to reach and on top of that the email I sent her thismorning she didnt reply to I had to call her.

Business

Response:

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