Tru-Green

[redacted] [redacted] Thank you for forwarding the complaint from a student about not getting a refund when he missed a massage appointment at the UofL Health Promotion OfficeWe regret that the complainant had an issue accessing the building, but the Health Promotion Office website has clearly outlined policies for these pay-in-advance appointmentsSince he had scheduled and paid for the appointment, thus preventing others from participating in this extremely popular program at that time, he is responsible for that appointment time slotAs the complainant noted, he did not miss the appointment due to illness or emergencyNor did he call to ask for assistance with access to the building when he encountered difficulty, even though the Health Promotion Office phone number is on both front and back doorsOther people had come in and out of the front door/main entrance to the facility for their appointments that day and the rear entrance is marked by a sign that clearly directs students to the front doorThis service has been provided for eight years and this is our first complaint of this typeOur office coordinator responded to the complainant’s email and several subsequent communications, including documentation of the no-refund policy that was included with his appointmentThank you again for sharing this information and providing an opportunity to respond to the complaintSincerely, [redacted] **Director, Health Promotion Wellbeing CentralUofL Campus Health ServicesStudent Services Annex Louisville KY 40292** [redacted] ** [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 did not enroll in any class (online or otherwise) at the University of Louisville for the Spring semesterI will not accept any resolution that states thisThe ONLY contact I have had with the University of Louisville has been in the form of an phone call from [redacted] stating that the financial hold will be "lifted while the situation is being investigated." I have received a copy of my transcripts which I ordered, paid for, and have receivedWhile the transcript does not show the class, I still have not received any written documentation showing that this situation has been resolved regarding the $2,for which I was only notified through a 3rd party onlyAs of October 6, 2015, I have received ZERO written, or otherwise, documentation regarding the resolution of this situationI absolutely require written documentation directly from the University of Louisville, addressed to me, showing that the situation has been resolved with finality showing zero amount due as well as removal of the class.] Regards, [redacted] ***

Response: After receiving Ms [redacted] complaint today, a refund in the amount of $has been processed and a receipt sent to herI called Ms [redacted] to alert her to this and apologized for any inconvenience to herShe was appreciative of my call

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 for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted] ***

See attachment for response in its entirety.Thank you for your follow letter dated 10/20/for the Complaint ID ***The following information is responding to their dispute or concernsIn order to reflect the most accurate and truthful response, we have provided the following information and Reference points for the additional confirmation to the complainant concerns.The UofL Registrar and Bursar Office, with the use of the electronic documentation program of Registration Audit, determined that Complainant self-enrolled themselves into an online course for the Spring (See Reference Point (A) confirming registration audit for validity and accurate reporting the truthful account of the information which is documented)The electronic secured registration process requires that a student enter in their User ID and password in order to be able to register for a courseThe electronic process also documents with a date and time stamp as to when a student registers for a course.On September 21, Complainant contacted the UofL RegistrarThe UofL Registrar provided the information to Complainant on the appeal process for her enrollment for the Spring enrollment.On September 22, (See Reference Point (B) reflecting email sent), the UofL Bursar Office sent an email to Complainant confirming that the Complainant student account balance reflected a zero balance due and that *** was notified to clear the Complainant accountNo negative information was reported to the credit bureau for this student.On September 23, 2015, the UofL Registrar’s Office reviewed and approved her appealThe UofL Registrar’s Office then updated their academic record to reflect that their enrollment was deleted and all tuition and fees were updated and removed(Complainant has acknowledged that they did receive and Official academic transcript to reflect the updated enrollment information for the Spring 2015)Per the interactions with the Complainant and the information provided to Complainant from the UofL Registrar’s Office and UofL Bursar Office, we consider this situation to be resolved to their satisfaction and considered the matter and appeal closed.In a follow up to the Complainant, we have emailed and paper mailed today for more clarity on the financial resolution of their situation and will confirm that the student account balance has been adjusted reflecting no balance due.Thank you for your consideration and updating of the response to this Complaint ***If you have any further questions, please email me at *** or telephone at ***Sincerely,*** ***University Bursar

SEE ATTACHMENT FOR ORIGINAL RESPONSE.Thank you for your letter dated 9/21/for the Complaint ID ***In review of the information attached by the complaint filed, we are responding with the following information.The University received the inquiry from Complainant on September 16,
inquiring the validity of a tuition balance dueThe Uof Bursar Office, determined that Complainant self-enrolled themselves into an online course and was not aware of the proper steps to un-enroll themselves from the course.Complainant was then referred to the University of Louisville Registrar for information on the steps to appeal their enrollment for both an academic and financial appealThese steps provided to Complainant were the protocol that any student would need to take in order for an appeal to be reviewed and considered by the UniversityThese steps assure academic and financial accuracy and integrity are maintained especially when Complainant self-enrolled for the enrollment of courses in the Spring 2015.On September 21, Complainant contacted the Uof RegistrarThe Uof Registrar provided the information to Complainant on the appeal process for her enrollment for the Spring enrollment.On September 23, 2015, the Uof Registrar’s Office reviewed and approved her appealThe Uof Registrar’s Office then updated their academic record to reflect that their enrollment was deleted and all tuition and fees were updated and removed.On September 23, 2015, the Uof Bursar Office sent an email to Complainant confirming that the Complainant student account balance reflected a zero balance due and that Heartland/ECS was notified to clear the Complainant account.In an overall review, Complainant did self-enroll themselves in the Online Course for the Spring 2015, but did not unenroll themselves from the course and therefore, the Complainant needed to complete the appeal process for the academic and financial records to be updatedThe Uof Policy and processes are provided to all studentsThe University has reviewed the current policies and procedures and believes that these policies and procedures are applicable and correct for the needs of the students that have been enrolled in the past and will be in the future.Per the interactions with the Complainant and the information provided to Complainant from the Uof Registrar’s Office and Uof Bursar Office, we consider this situation to be resolved to their satisfaction and considered the matter and appeal closed.Thank you for your consideration and updating of the response to this Complaint ***If you have any further questions, please email me at *** * *** or telephone at ***.Sincerely,*** ** *** University BursarUniversity of Louisville Bursars Office

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 for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Response:
After receiving Ms. [redacted] complaint today, a refund in the amount of $130 has been processed and a receipt sent to her. I called Ms. [redacted] to alert her to this and apologized for any inconvenience to her. She was appreciative of my call.

[redacted] [redacted] Thank you for forwarding the complaint from a student about not getting a refund when he missed a massage appointment at the UofL Health Promotion Office. We regret that...

the complainant had an issue accessing the building, but the Health Promotion Office website has clearly outlined policies for these pay-in-advance appointments. Since he had scheduled and paid for the appointment, thus preventing others from participating in this extremely popular program at that time, he is responsible for that appointment time slot. As the complainant noted, he did not miss the appointment due to illness or emergency. Nor did he call to ask for assistance with access to the building when he encountered difficulty, even though the Health Promotion Office phone number is on both front and back doors. Other people had come in and out of the front door/main entrance to the facility for their appointments that day and the rear entrance is marked by a sign that clearly directs students to the front door. This service has been provided for eight years and this is our first complaint of this type. Our office coordinator responded to the complainant’s email  and several subsequent communications, including documentation of the no-refund policy that was included with his appointment. Thank you again for sharing this information and providing an opportunity to respond to the complaint. Sincerely,[redacted]Director, Health Promotion Wellbeing CentralUofL Campus Health ServicesStudent Services Annex  Louisville KY 40292** [redacted]  ** [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.
[1. I did not enroll in any class (online or otherwise) at the University of Louisville for the Spring 2015 semester. I will not accept any resolution that states this. 2. The ONLY contact I have had with the University of Louisville has been in the form of an phone call from [redacted] stating that the financial hold will be "lifted while the situation is being investigated." 3. I have received a copy of my transcripts which I ordered, paid for, and have received. While the transcript does not show the class, I still have not received any written documentation showing that this situation has been resolved regarding the $2,229 for which I was only notified through a 3rd party only. 4. As of October 6, 2015, I have received ZERO written, or otherwise, documentation regarding the resolution of this situation. I absolutely require written documentation directly from the University of Louisville, addressed to me, showing that the situation has been resolved with finality showing zero amount due as well as removal of the class.]
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 for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]