Grand Canyon University

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,
[redacted]

Revdex.com:
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,
[redacted]

Revdex.com: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 disagree with the response submitted by [redacted] because her report contains many inaccuracies. I have included emails to back up what I am saying and would like [redacted] or someone higher up to take the time to look over all of the emails and documentation that I took the time to provide before a final decision is made.  As a student, I feel like there have been way too many people handling my account and misinformation was provided to me.  As you can see from the emails, I have had numerous academic and financial advisors.In response to the statement regarding me changing my program, I did initiate the change of program.  I signed up with my original program in June 2011 (see email from [redacted]).  I also attached my original program of study.  I was contacted by [redacted] in May of 2013 and told that my original program was no longer being offered by GCU and I would have to sign a new enrollment agreement.  He stated that the courses that I had previously took would count towards the program.  (Please see emails below between [redacted] and myself) In response to not taking advantage of the $2200 that I was emailed about: I contacted [redacted] who sent me the email about the $2200 (email below) and was told by her that the email was a mistake and it could not be offered to me. She never offered other options to me at that time.    GCU did provide me with a tuition credit in the amount of $1,890 but that was only because I retook a class that I had previously dropped and passed it so on 8/1/13 GCU applied the credit the academic year in which the drop fees occurred.In regards to the partnership discount, GCU does have a partnership with my employer and it is the Long Branch Board of Education.  (Please see documentation)  I have always listed this employer.  Please see emails to [redacted], [redacted], [redacted] and [redacted] regarding the partnership discount.  I find it very hard to believe that there is no documentation on file regarding this when I contacted all of the above people regarding it, filled out an MOU with [redacted] and also faxed one to [redacted] Nelson.I did not continue after my second course because I was told by [redacted] that I would have to pay the balance before I could take any further classes.  As a single mother of four children, I was unable to pay that large of a balance without putting myself in further financial difficulty.  In response to over 15 follow up attempts to work with me on ways to resolve this balance went without follow through is not accurate.  I was not provided any other options other than to apply for a Grad Plus Loan.  I was not offered any other options because if I was, I would have tried to rectify the situation.  (I had a payment arrangement in 2012 for something else and followed through with that)I understand that GCU has a business to run and need to receive payment for services.  However, GCU is a Christian based University and I feel that either the University is not being totally honest or [redacted] is not being provided with all of the information in my case.  I also understand that people change careers in life, but find it very unfair that my academic advisors changed so much and I would not find out until I called looking for someone who no longer worked at GCU.  I would love to obtain my degree and go back to Grand Canyon University but, I will not be able to do so until some type of solution is offered.Regards,[redacted]

Dear Revdex.com,Grand Canyon University (“GCU”) is in receipt of Ms. [redacted] rebuttal complaint and we value the opportunity to respond.  The issue has been reviewed by the College of Education- Matthew N[redacted] and, based on that review, GCU has determined that Ms. [redacted] complaint was appropriately resolved.  This determination is based on the following information:Ms. [redacted] has reached out to Grand Canyon University requesting her transcript being reviewed again based on the coursework taken from her bachelor’s degree.  Maria E[redacted], Ms. [redacted] Student Service Advisor submitted a request to GCU’s Academic Compliance department but the transcript was not reviewed a second time because based on the CR status on the transcript equating to a C grade (2.0 GPA), Ms. [redacted] admission status would still remain Accepted with Specification status because of her GPA being less than the requirement for full admittance.  Therefore, the University will stand by Ms. [redacted] dismissal based on the academic transcripts that were evaluated.  GCU has offered Ms. [redacted] the opportunity to apply for reinstatement and explore the option of being admitted into the Non Degree Seeking program and take single courses to help increase her GPA until she can return to her degree seeking program.  This is currently the only remaining option available to Ms. [redacted] and the University is willing to allow her to apply for reinstatement; however it will not be for the degree seeking program until her dismissal period is over.GCU takes student complaints very seriously and does everything it can to resolve them in an amicable manner.  I hope the aforementioned information/actions will bring this matter to a satisfactory conclusion.  Sincerely,Matthew N[redacted] College of EducationGrand Canyon University

Revdex.com:
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.Which they already did resolve my complaint. Thanks for you help Regards,
[redacted]

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

complaint was appropriately resolved.  This determination is based on the following information:[redacted] began his program with Grand Canyon University on March 5, 2015.  On March 11, 2015 [redacted] Teacher Education Specialist, [redacted] began the process of emailing [redacted] the instructions for the fingerprint clearance process.  [redacted] was instructed to follow the same process as all Nevada students for fingerprint clearance.  [redacted] and [redacted] Student Service Advisor regularly communicated the importance of [redacted] completing his fingerprint clearance paperwork.  On April 7, 2015, April 22, 2015 and May 11, 2015 [redacted] attempted to reach [redacted] to complete the fingerprint clearance paper work.  On May 28, 2015 [redacted] stated he had finally completed the paperwork.  On August 18, 2015 [redacted] fingerprint clearance came back with issues so at that point he is required to complete the [redacted] fingerprint clearance process.  This is the same process for all students who have a charge on their FBI fingerprint clearance.  However, [redacted] became upset because and said he did not want to complete the [redacted] process and be held out of class.  Unfortunately, [redacted] remaining courses all have practicum, therefore he cannot continue until verification of the [redacted] fingerprint clearance is complete.  In regards to [redacted] tuition, Grand Canyon University will not refund any of his tuition as he successfully completed all three of his courses while completing the fingerprint clearance process.  [redacted] decision to not continue in the program because he must comply with [redacted] regulations does not warrant any tuition refund.  GCU worked with [redacted] from the very start of his enrollment on March 5, 2015 to get his fingerprint clearance paperwork completed; however he chose to wait until May 28, 2015 to complete it.  Grand Canyon University would like to have [redacted] continue into his program after he completes the [redacted] fingerprint clearance process; however it must be completed before he can enter his next course.  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

Revdex.com: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 has provided a response with inconsistencies which further leads me to believe that they are completely responsible for this negative account balance and they need to rectify the issue imeediately.According the response received from Grand Canyon University, “Ms. [redacted] originally started attending Grand Canyon University on May 4, 2009. She attended until April 25, 2011 at which time she dropped out of attendance with Grand Canyon University.” This is incorrect as I was in attendance at GCU for the entire year of 2011. GCU also provided a copy of my account breakdown where it proves that I was in actively attending during the time they are saying that I dropped. Start Date Course Grade Weeks Earned Credits Earned2/14/11 ECN-220    B                7                         44/4/11 MAT-134    C        7   45/23/11 ECN-360    C        8   48/1/11 MGT-455    F        8   010/31/11 FIN-350    C        8   41/30/12 MGT-455    C        8   4So from 2/14/11 through the end of 2011 I was actively attending GCU. There were breaks received due to holidays and after the end of the MGT-455 class I didn’t start back until 10/31/11 due to a surgery that I had on 10/7/11. My counselor at the time, Candace Albert, was advised and aware that I would be out after that class ended. So how is it that GCU can state that I dropped attendance on 4/25/11 but provides proof in my account breakdown that I was actively attending?GCU goes on to state that “Ms. [redacted] then decided to return to Grand Canyon University on February 14, 2012 which was approximately 9 months after dropping out of attendance. During that 9 month break Ms. [redacted] attended another school and received Financial Aid from that school. When Ms. [redacted] retured to Grand Caynon University on February 14, 2012 she did not disclose to GCU that she had received Financial Aid from a different university.” The above account breakdown that was provided by GCU proves that this is not true. As of 2/14/12 I was still actively enrolled in MGT-455 which started on 1/30/12. In reference to my attendance at other Universities, here is a breakdown:[redacted] [redacted] 6/24/2008 through 4/13/2009As already confirmed, I started GCU 5/4/2009 taking my last class which started on 3/1/2010. [redacted] Summer/Fall 6/2010 – 9/2010Grand Canyon University  2/14/2011 – 2/2012Upon my return to GCU, I was advised that the curriculum had changed and that I had already taken a class that would gave me credit for the class taken at [redacted]. GCU states that I didn’t disclose to them that I had received financial aid from another university. I did advise my counselor, [redacted] at the time I returned to GCU. GCU’s response states, “When GCU checked her 2010/2011 [redacted] to clear her for the February 14, 2012 start date which would be the 2011/2012 financial aid year, there was no loan showing dispursed by another university. Therefore, GCU awarded Ms. [redacted] financial aid based on her not using any Finacial Aid for that year with any other university.” It appears that GCU made a huge mistake somewhere, resulting with me having a negative account balance of $5,266.00. With all of the inconsistencies in their statement it leads me to further believe that this is not my fault and Grand Canyon University needs to rectify this issue immediately. I have been sent to collections which has affected my credit in a horrible way. The information provided by GCU does not bring this matter to a satisfactory conclusion. Regards,[redacted]

I spoke to Dan S[redacted] and Brittany D[redacted] regarding the $1,351.00 for the stipend that they sent to me. If I should not have received the stipend then I should return it to the company that gave me the stipend. I did not tell GCU to send me the stipend, the finance department sent it to me. So if I did not deserve the stipend then it should go back toward my student loans or to my company not to GCU if I am not enrolled in any classes. GCU will not give me a bill stating that I owe $1,351.00 for the stipend, so why should I give them money and I can't see in writing what I owe the money for, when you pay a bill you need to know what the bill is for and they will not give me a bill with stipend on it for $1,351.00. GCU is trying to scam me out of $1,351.00 and holding my BS degree and transcripts. Please give me my BS Degree and transcripts and (0) out my balance because I don't owe GCU any money.

DearRevdex.com, Grand Canyon University ("GCU") is in receipt of Ms. [redacted] rebuttal complaint and we value the opportunity to respond. The issue has been reviewed by the Regional Director of Operations [redacted] and, based on that review; GCU has determined that Ms. [redacted] complaint was appropriately resolved. This determination is based on the following information: The photos Ms. [redacted] attached to her rebuttal complaint confirm that since she withdrewfrom her course, Eng. 106, she did not complete her Payment Period or her Academic Year and thus, did not earn all the financial aid funds to pay for her courses. In Ms. [redacted] rebuttal she states that the english class was paid for by her Financial Aid. Originally the course was fully covered by Financial Aid until she withdrew and did not return. This caused the unearned portion of her financial aid funds to be returned to the Federal Government leaving Ms. [redacted] with an account balance of$1372.95. Ms. [redacted] is not being charged for any classes she did not post attendance in. The course cost $1950.95. Prior to the return of funds the student had a credit of $881.05. GCU was required to send back $2254.00, the unearned funds, to the [redacted]. This brought Ms. [redacted] balance to $1372.95. As stated previously in GCU's original response, per GCU records, Ms. [redacted] graduation team explained this information and the return of funds to her on March 3, 2015; March 24, 2015 and on April 9, 2015. 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]Business DivisionGrand 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 [redacted], Regional Director of Operations Military Division and based on that review; GCU has determined that Ms. [redacted] complaint was...

appropriately resolved.  This determination is based on the following information:On March 5, 2015, [redacted], Student Services Advisor, contacted Ms. [redacted] and processed her request for her transcripts. Ms. [redacted] transcripts will be sent to the address provided by her.  In addition, I contacted GCU’s Legal Department to ensure Grand Canyon University was included in Ms. [redacted] bankruptcy claim.GCU takes student complaints very seriously and does everything it can to resolve them in an amicable manner.  I hope the aforementioned information/actions will bring this matter to a satisfactory conclusion.  Sincerely,[redacted]Regional Director of Operations Military Division 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 Director of Evening Class Operations, [redacted] and, based on that review, GCU has determined that [redacted] complaint requires...

further action. This determination is based on the following information:All traditional pre-licensure students are required to have health insurance while attending GCU. Upon acceptance into the program Ms. [redacted] was made aware of this policy. She applied for AHCCCS on November 8, 2014 and informed GCU that she was told it would take 45 days to process.  On January 22, 2015 GCU followed up with Ms. [redacted] via email and asked if she had received notification of her benefits. However, she responded that she had not yet received approval or denial of her benefits at that time.  The due date for students to turn documentation in was February 1, 2015. GCU students were made aware of this deadline through email campaigns and Ms. [redacted] also informed of this in person prior to the start of her semester and in her class on January 28, 2015.  On March 9, 2015 Ms. [redacted] emailed GCU stating that she was able to get private medical insurance; however she did not provide proof of insurance at that time.  On April 2, 2015 Ms. [redacted] finally provided proof of insurance however, it was well past the deadline. Thus, Ms. [redacted] was issued insurance per GCU policy through AETNA.  However, since Ms. [redacted] did not use the insurance and as GCU likes to serve the best interest of its students, GCU has decided to write off the amount Ms. [redacted] owes to GCU for health insurance. Additionally, going forward Ms. [redacted] will need to abide by any future due dates to provide proof of insurance.GCU takes student complaints very seriously and does everything it can to resolve them in an amicable manner. I hope the aforementioned information/actions will bring this matter to a satisfactory conclusion.  Sincerely,[redacted]Director of Evening Class OperationsGrand Canyon University

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

determined that Ms. [redacted] complaint was appropriately resolved. This determination is based on the following information:Ms. [redacted] began a continuation course (DIS-975) with GCU on January 28, 2016 and paid for this course in advance of the class start date. Her complaint is correct in that this course was erroneously removed from her schedule.  However, it was an unusual technical error which was corrected immediately upon being brought to GCU’s attention.  Per GCU records, on the morning of Ms. [redacted] course start date, January 28, 2016; she notified her Dissertation Student Services Advisor Terila J[redacted] of her inability to gain access to the course.  Upon receiving Ms. [redacted] email at the start of her shift that morning, Ms. J[redacted] responded immediately to Ms. [redacted] and informed her that she was working on a resolution to have the issue resolved.  Ms. [redacted] replied and thanked Ms. J[redacted] for being on top of it.  The issue was resolved that same day within a few hours and Ms. J[redacted] notified Ms. [redacted] immediately that class room access had been restored.  Thus, Ms. [redacted] was still provided the opportunity to participate in the course on her first day of class.In regards to Ms. [redacted] allegations of unprofessional interactions with her dissertation chair and committee, GCU records indicate that Ms. [redacted] submitted four separate complaints on March 6, 2015; July 9, 2014; July 24, 2014 and April 6, 2015 citing difficulty reaching her dissertation chair in her first complaint and untimely feedback by her dissertation chair in the following three complaints.  Separate independent investigations were conducted by GCU to research Ms. [redacted] claims that included in-depth review of classroom participation, system activity, and email interactions between Ms. [redacted] and the committee.  However, all four investigations revealed that the committee responded to Ms. [redacted] within the published service agreement timeframes established by the college.  Therefore, all four separate investigations determined that Ms. [redacted] complaints were unsubstantiated. Grand Canyon University values the diverse opinions of terminal degree prepared committee members and their part in the learner’s dissertation journey.  Feedback is offered to assist the learner in publishing scholarly level work that adds new information to the existing body of knowledge for their chosen topic.  The process is extensive and a great part of that journey is the scholarly collaboration between the learner and the committee members. In September 2015, Ms. [redacted] was approved to begin data collection for her dissertation study. This is a critical milestone toward her degree completion and we applaud her on this accomplishment.At this time, all specific allegations submitted by Ms. [redacted] have been researched and unsubstantiated. The matter relative to the course removal was corrected the same day and within several hours of being brought to the attention of Ms. [redacted] Dissertation Student Services Advisor.  If Ms. [redacted] has a specific matter that she believes to be unresolved, we welcome the opportunity to review that item and quickly bring it to closure. GCU takes student complaints very seriously and does everything it can to resolve them in an amicable manner.  I hope the aforementioned information/actions will bring this matter to a satisfactory conclusion.  Sincerely,Nancy R. P[redacted]Executive DirectorCollege of Doctoral StudiesGrand Canyon University

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

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

Grand Canyon University (“GCU”) is in receipt of Ms. [redacted]’s rebuttal complaint and we value the opportunity to respond.  The issue has been re-reviewed by [redacted], the Executive Director of Student Services in the College of Doctoral Studies and, based on that review along with the additional documentation supplied by Ms. [redacted]; GCU has determined that Ms. [redacted]’s complaint was appropriately resolved. This determination is based on the following information:The documentation supplied by Ms. [redacted] relative her program change is correct.  The program which she initially enrolled in with the University was replaced by an updated program.  While Ms. [redacted]’s prior courses transferred to the new program, the timing of the change caused an issue with GCU’s ability to bring in the additional funds discussed in Ms. [redacted]’s complaint as it relates to the financial aid portion of the issue.  Ms. [redacted] enrolled in the last course of her prior program, LDR809, on 4/11/13.  However, due to extreme personal matters, Ms. [redacted] requested to be dropped from LDR809 on 5/16/13. Charges incurred from a dropped course are typically the responsibility of the learner. As well, by dropping LDR809 on 5/16/13 and not returning to class until 7/11/13, Ms. [redacted] became subject to a return to lender calculation for not completing the required academic year in the prior program since she did not earn the financial aid GCU received from the Department of Education. The balance that remained on Ms. [redacted]’s account after the return to lender was completed was $2,768.  To assist Ms. [redacted] with this balance, GCU agreed to write off $1,890 toward the tuition as a measure of good will.  The remaining amount due by Ms. [redacted] was $878.  Several GCU Student Service Advisor’s spoke to Ms. [redacted] about entering into a payment plan to resolve this balance to include on 05/23/13 and 5/31/13.  On 5/23/13 an SSA spoke to Ms. [redacted] about the balance that would be created from her dropped course and that she would need to work with her SSA on a resolution plan.  On 05/31/13 an SSA spoke to Ms. [redacted] and discussed a possible payment plan.  At that time, Ms. [redacted] was advised she would need to begin making payments toward the balance, as well that she may consider utilizing her next stipend to pay toward her outstanding balance.  However, no payments were ever made by Ms. [redacted]. Ms. [redacted]’s new program became effective 7/11/13. The point in her academic year that the program change was completed created a new academic year for purposes of financial aid processing, which in turn created an overlapping loan for the new academic year. This significantly diminished the amount of financial aid GCU was able to recover due to the overlap.  Only $4,362 was packaged to cover the first 6 credits in the new year.   The email advising Ms. [redacted] that she could bring in an additional $2,200 if she provided a statement, was an error by the SSA.  The SSA overlooked the fact that an overlapping loan existed, which is why the following day the SSA suggested that Ms. [redacted] apply for the Grad PLUS loan to supplement her loan shortfall. While the initial email was an error, it was caught immediately and alternative solutions were provided to Ms. [redacted].  At the time these options were provided, Ms. [redacted] agreed to pursue the Grad PLUS loan or to pay the balance with a cash payment plan. There were multiple attempts to contact Ms. [redacted] to follow through with this option.  To date, Ms. [redacted] has not applied for the Grad PLUS loan, nor has she made any payments toward her outstanding balance. Had Ms. [redacted] followed through on applying for the Grad PLUS loan and was approved, she would have been able to continue in her program of study. This was the best solution to assist Ms. [redacted] with her account balance.As for Ms. [redacted]’s eligibility for the [redacted] partnership discount, this partnership did not become effective until 8/16/13 and was only available to students who began their program in 2013.   On the date this partnership became effective, Ms. [redacted] was already enrolled in the last course prior to dropping from her program. Discounts are not retroactively applied, and only applied to future courses.  Since Ms. [redacted] did not return to class, she is ineligible for this discount.  Additionally, this partnership discount ceased as of 12/31/13, so is no longer available at this time. Given the facts outlined above, the balance owed by Ms. [redacted] is correct and no further adjustments will be made by GCU at this time as Ms. [redacted] was already previously given a good will write off towards her withdrawn course.  As well, the error by the SSA regarding the statement to secure an additional $2,200 was discovered within a day and an alternate solution was offered to Ms. [redacted]; which she did not follow through with. The balance as presented, remains due. 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

Dear Revdex.com,Grand Canyon University (“GCU”) is in receipt of Ms[redacted] rebuttal complaint and we value the opportunity to respond.  The issue has been reviewed by Chris K[redacted], the Regional Director of Operations for the College of Theology and, based on that review, GCU has determined that Ms. [redacted] complaint was appropriately resolved. This determination is based on the following information:As explained on a phone call on 11-9-2016 between [redacted] and myself, GCU is exercising its right to deny awarding Ms. [redacted] federal loans under section 479 A(c) of the Higher Education Act. Due. This Title IV denial means she is still be able to receive any Pell grant funds she is eligible for, just not new loans.  Further, GCU is not denying her enrollment, admission or any institutional benefits that are commensurate with being a student with GCU.  GCU has reviewed the timeline of events and has exercised its ability to deny Title IV funds due to the fact that it appears that Ms. [redacted] may have purposefully waited the 3 years to become recertified by a physician to avoid repayment of prior Title IV loans, GCU has made the decision that granting more Federal Aid to Ms. [redacted] does not uphold the intent of the accommodation received, nor does it uphold the premise of responsible borrowing.  In the time since our call, [redacted] has been in contact with her University Counselor to see her Net Price Calculator to show all of the amounts that may be due, has had information corresponded relating to the credits and time remaining with a schedule of classes that has been sent and has had exchanges with her counselor regarding payment arrangements outside of Title IV loans.GCU takes student complaints very seriously and does everything it can to resolve them in an amicable manner. I hope the aforementioned information/actions will bring this matter to a satisfactory conclusion.  Sincerely,Chris K[redacted]College of Theology | Grand Canyon Theological SeminaryGrand 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

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

[redacted]’s complaint was appropriately resolved. This determination is based on the following information:All institutions of higher learning that offer Title IV student loan funding are required to comply with the federal guidelines regarding the calculation and disbursement of these funds to students. According to these regulations, Grand Canyon University is required to calculate Teach Grants into the cost of attendance which lowers the amount of loan money that can be disbursed for an academic year. The purpose of the Teach Grant program is to lower the cost for future teachers to obtain a degree by replacing loans which must be repaid with grants which do not need to be repaid in exchange for service at an underperforming school. Unfortunately, Grand Canyon will not be able award additional loans in addition to Teach Grant funds.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]Military 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 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

Revdex.com:
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,
[redacted]
P.s. I had my credits evaluated and only 41 of the 92 are acceptable.

Grand Canyon University (“GCU”) is in receipt of [redacted] complaint and we value the opportunity to respond.  The issue has been reviewed by the Executive Director, Student Services in the College of Doctoral Studies, [redacted] and, based on that review, GCU has determined that Mr....

[redacted] complaint was appropriately resolved. This determination is based on the following information: It is Mr. [redacted] complaint that he received an F and his Instructor refused to speak with him. This appears to be related to the [redacted] course which Mr. [redacted] completed between May 22, 2014 and July 16, 2014, as he did receive a failed grade in that course. Per University records, Mr. [redacted] posted 67 new threads in the online individual forum over a period of 8 weeks, frequently posting between 3-6 new threads the same day and often within a few minutes of each other. While each of these posts did not receive a separate response, there is no indication that the Instructor refused to speak with Mr. [redacted].  University records indicate that his Instructor responded as late as July 13, 2014 to some of Mr. [redacted] questions in the individual forum.  In addition, he was responsive to Mr. [redacted] posts in the main forum as well as to the questions presented in the instructor forum.  As well, his Instructor was compliant with service and feedback deliverables. The University can find no evidence to suggest that Mr. [redacted] Instructor refused to communicate with him. In addition to the above information, University records indicate that between May 22, 2014 and July 16, 2015, Mr. [redacted] also called in to speak with the Student Service Advisor team twenty times and those conversations with Mr. [redacted] were each geared to help guide him through the dissertation process. While the Student Service Advisors could not give feedback on his work quality, Mr. [redacted] was repeatedly counseled on the proper steps that needed to be taken and he repeatedly advised he understand what was expected of him. In regards to the grade Mr. [redacted] received in his [redacted] course, Mr. [redacted] did not provide work to the expectations of the course rubric and assignments, nor were they submitted in the proper course drop box location.  He received a non-passing grade primarily due to the grade he received on his week 7 submission as he did not properly submit the assignment via the assignment drop box as is the standard procedure in all GCU online courses and as is documented in the University Policy Handbook.  Additionally, the feedback from Mr. [redacted] instructor on his week 7 prospectus submission is substantive, contains embedded comments regarding the content, issues with APA formatting, and writing mechanics. The feedback was very thorough and reflected the issues with Mr. [redacted] submission.  An auto-rubric was also provided to Mr. [redacted] to reflect the calculation of his grade. As well, feedback was provided to him in detail for his week 1 Individual Success Plan (ISP) and the Week 4 10 Key Strategic Points. As for Mr. [redacted] complaint regarding the continuation of courses, on August 24, 2011 Mr. [redacted] signed his enrollment agreement and in doing so acknowledged his understanding that he granted permission for continuous enrollment.  He also acknowledged having received Grand Canyon University Policy Handbook, Academic Catalog and Student Handbook available to him at the website www.my.gcu.edu and that he understood he could receive the most up-to-date information at this site to include completion requirements.  The continuation policy is also located in the University Policy Handbook.  Continuing courses are also discussed during the student’s welcome call and it is standard practice during the Dissertation Student Service initial conversation.  It is also discussed in the [redacted] (Doctoral Community Network) which is a vibrant online learning community that allows scholars to create and share content related to their respective discipline with other learners and faculty members at Grand Canyon University. Interactive communication, instant notification of new content, and indexed search functionality enable collaboration and connection among individuals with similar academic interests. In regards to Mr. [redacted] claim that he was removed to another graduate program, on July 17, 2014, the Dissertation Student Services Manager and the Dissertation Student Services Advisor reviewed in detail with Mr. [redacted] the options available to him after he failed his dissertation course.   During this conversation Mr. [redacted] was also counseled on the option of changing to the Education Specialist program.   This option was presented as one of several options available to Mr. [redacted]; however, it was never presented as his only option nor was he forced into the new program.  Given the substantive feedback offered to Mr. [redacted] during each of his courses, the University believes the academic process and his grades were appropriately administered.  Mr. [redacted] was not forced to change programs, but was offered a non-dissertation program offering as a way to complete an advanced program.  He pursued that option, but it was not a requirement.  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]Executive Director of Student ServicesCollege of Doctoral StudiesGrand Canyon University