I do not agree with thisAnd as for the attendance and participation in the online class that's the first time I ever taken an online class and I had no clue what I was doing, until they told me I had to log in and participate in a group chatAnd the class should have been a passing grade if the teacher would have contacted me like they were suppose to, but the school made several excuses and prolonged it so it was a win for them to charge meAlso my financial aide would have covered the cost the paper I received stated thatBut it was returned due to a failing gradeAlso for the $settlement I was offered on the phone the lady told me it was a one time dealShe said if I didn't take it then I wouldn't be offered it againI told her I don't have that kind of money laying aroundI currently live on a fixed incomeI have kids and the holidays will be coming upI can't throw that kind of money around right nowShe told me it would have to be paid within a monthI can't afford that so I could not accept and stated I will call the dept of educationI will call the ombudsmenI feel my transcript should not be heldOr please remove me from the student clearinghouse as if I didn't go to this school because it should not hold me up from making a better living and trying to better myselfHow do you want people to get better jobs to pay stuff?
Dear Revdex.com,Grand Canyon University (“GCU”) is in receipt of Ms*** ***’ complaint and we value the opportunity to respond The issue has been reviewed by the Executive Director of Student Services, Nancy P*** and, based on that review, GCU has determined that Ms***’ complaint
was appropriately resolvedThis determination is based on the following information:On June 23, Ms*** 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 credits By signing her enrollment agreement, Ms*** 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 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 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 *** 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*** did complete credits she has still not met the dissertation milestones that are needed in order to secure a dean-approved dissertation GCU informed Ms*** of this information on April 14, and since that time she has been enrolled in the additional courses needed to obtain approval of her dissertation.As Ms***’ 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*** 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 days prior to the date of the graduation ceremonies Ms*** is welcome to contact Nancy P*** at *** *** *** 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***er to a satisfactory conclusion Sincerely,Nancy RP***College of Doctoral StudiesGrand Canyon University
I have very carefully kept correspondence from GCU on my laptop and can verify a series of bad communications ....Mr Williams has only attempted to contact me once by phone to resolve my difficulties, which continue...offered to call me back and never did. This was over a month ago
Dear Revdex.com,Grand Canyon University (“GCU”) is in receipt of Ms*** *** rebuttal complaint and we value the opportunity to respond. The issue has been reviewed by the Regional Director of Operations (RDO) Jordan J*** and, based on that review, GCU has determined that Ms*** complaint was appropriately resolvedThis determination is based on the following information:A Faculty Specialist ticket was submitted to have the class reviewed based off Ms*** complaint and we could not substantiate that in the classroom forum the instructor used an inappropriate tone or provided unsubstantive feedback to the student. Once Ms*** expressed concerns GCU encouraged her to stay in the class since it was only the first weekMs*** made the decision to drop the course since she did not want to work with this instructorDespite no wrongdoing by GCU, and in an act of good faith, GCU allowed Ms*** to retake the course by providing her a customer service write-off in the amount of $1,Further, as previously indicated, at this time we are actively working to have a different instructor assigned to her class which would be scheduled for 3-29-18. 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,Jordan J***College of Humanities and Social Sciences Grand Canyon University
Dear Revdex.com,Grand
Canyon University (“GCU”) is in receipt of Ms*** ***’s complaint and
we value the opportunity to respond. The issue has been reviewed by Regional
Director of Operations Kenneth A** and, based on that review, GCU has
determined that Ms*** ***’s complaint was
appropriately resolvedThis
determination is based on the following information:It
is worth noting that Ms***’s complaint stems from her enrollment at GCU over seven years ago. Ms*** enrolled with GCU on June 28,
and was in attendance from July 12, through October 24, While
in attendance, she attempted two courses; UNV-and CWV-101. Ms*** was unsuccessful in completing
her courses. However she was charged
accordingly for her classes; $1,for her UNVcourse and $1,for
her CWVcourse for a total of $3,313.34.
On October 4, Ms*** received a financial aid Pell Grant in
the amount of $2,775. This grant was
applied to the cost of Ms***’s courses but an out of pocket expense
remained in the amount of $which Ms*** was responsible for.Further
to above information, because Ms*** failed to successfully complete her classes,
on December 10, GCU was required per federal regulations to complete a
partial return of her financial aid grant and return $1,to the
Department of Education When combined
with the $mentioned above, the return left a balance on Ms***’s account
in the amount of $2,which is past due and owingGCU
attempted to reach out to Ms*** numerous times between September 20,
and September 29, regarding her account balance However she made no attempt to resolve her
balance or set up payment arrangements. Between
June 13, and November 17, Ms***’s account was placed with several
external collections agencies however her account was returned to GCU due to
all efforts being exhausted but no payment made/or no response to attempts to
contact Ms***.In
regards to Ms***’s complaint surrounding late assignments, per GCU
records, Ms*** struggled to turn assignments in on time as well as meet
attendance and participation requirements while attending GCUIn multiple
phone conversations between GCU and Ms*** in August, September and October
of 2010, Ms*** was reminded that she needed to post in her online class
for participation and attendance requirements as well as turn in her assignment
on timeFurther, Ms*** was informed that she could submit a grade
appeal; however she responded by saying she had computer issues and was not
able to post in class nor do the grade appealFurther,
in a phone call with Ms*** on September 20, 2010, she indicated that she
was upset to find out that she had not passed her first class which had ended
on August 29, She stated she had done all the assignments but her
computer had crashed and she was not able to retrieve them for proof She also stated in the same conversation that
she was able to send some of the assignments to the professor via email on September
19, Unfortunately, the class had already ended three weeks prior and per GCU policy, once a course ends assignments
cannot be submittedOn
August 16, and August 17, Ms*** called GCU’s Student Services Department
and requested her transcripts It was
explained to her that she will need to resolve her delinquent account balance
in order to receive her transcripts per University policy. However, she was also informed that per GCU
policy, all students who request transcripts who are in a collection status can
complete and submit a form to inspect and review their educational records if
they wish to do soThis form was emailed to the email address that GCU has on
file for Ms***Finally, on August 21,
Ms*** called GCU’s Internal Collections Department regarding her
balance and her transcripts. She was offered
a settlement in the amount of $1,and in exchange GCU offered to write-off
the remaining $1,of Ms***’s account balance. Ms*** did not accept the offer rather
she stated she was going to file a complaint with the Department of Education
and she disconnected the call. As GCU
likes to serve the best interest of its student’s, the settlement offer is
still available for Ms***. She can
contact Tanya V*** at *** if she wishes to accept the offer.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,Kenneth A**College of Humanities
and Social SciencesGrand Canyon
University
Grand Canyon University responded but made it seem as if it were my fault that they did not communicate to let me know what exactly would be going on with my financial aidI was adamantly told on several occasions that my financial aid was approved and it was disbursed and my classes were paid for, therefore I did not owe any moneyThey claim they tried to contact me when that is not true the leastSo no it has not been resolved and I am outraged that a so-called university would be out to just collect money from peopleIts sad and I will never recommend anyone to this school or University of Phoenix which my co-worker and sister have had issues with as wellMaybe it's just Arizona but I am not a fan
In response to"Next, it
is Ms*** claim that GCU allows instructors to grade based on personal
biases rather than the material and learning objectives. This claim is
not true. The University’s focus is on providing a wonderful learning
experience through campus and online classrooms. The University has faculty
instructors from all across the country to enrich this experience. Thus,
the characteristics of the faculty change from instructor to instructor, just
as students personalities change from student to student. Therefore,
sometimes personalities and styles may not mix. The University also has
an impartial investigation process which examines the classroom, and thus is
not biased on anyone’s behalf; instructor or student"
The claim I made about grading of the instructor is completely
trueThe instructor docked points because I did not answer the question in the
way in which he felt the question should be answeredI provided GCU with
proofThe university simply refuses to have a non-biased approach in holding
their instructors accountableWhen I brought up the issue with the grade when
it first occurred no one would look into the incident which is why I withdrew
from the courseMy past academics speak for themselvesIt is absurd for the
university to attempt to place the blame on a student who has shown dedication
throughout their enrollmentIf there had been an accountability system in
place I would not have had to withdraw from the course
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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 contact the instructor, she has YET to this MOMENT returned my emails! I have the assignments done and have YET to be able to turn them in because she (the instructor) locked me out of being able to submit it; which I also emailed her back about with NO response! When I FIRST messaged the instructor she told me "I would be fine", I have proof of this email! That was the last I heard from her no matter how many times I made attempts to communicate; which again I have proof of! I did every single step she advised and yet when I messaged her to be able to turn in assignments since she locked them she STILL has not responded to me! What else was I left to do? How could I turn them in when she closed the class and to date has not responded! I did everything on my part I could! Even my academic advisor has tried to contact Professor *** and Ms*** STILL has not even responded to her! Explain how this is okay and acceptable on behalf of your staff? Is this GCU's policy to allow professors to act in such manner and return no ones contact attempts?If you give me an email address to send the proof to I will at once! She neglecting her job and my education is suffering because of it and your University stands by her? How was I to turn the assignments in when I contacted the professor to ask since it was locked and she NEVER responded to be or my Academic Advisor?You are stating you are siding with the professor; how is the even possible! I have PROOF I would GLADLY share of all my attempts, again as of 7/31/at 4:43pm MST she has yet to return an email!I refuse to let this go! I have all the proof I need and a Lawyer will be my next step! Also, please explain how I was on academic probation when I had a and was NEVER made aware of this!I promise you, my education means enough to me that I will not drop this by accepting a copied and pasted generic response about your Universities policy! Did you even take the time to do the research and see how many numerous attempts to contact Professor *** was made with zero attempt on her part? Did you speak to my academic advisor and find out Ms*** did not even respond to her email attempts? I was NEVER ONCE contacted by Grand Canyon University, NEVER ONCE offered a chance to speak to someone live, NEVER ONCE offered a chance to submit my evidence and yet I am being told there is nothing that can be done?YOUR faculty is not doing her job and yet I am being punished?I DEMAND true research be done into this matter and my evidence to be reviewed!
Regards,
*** ***
I would like to reopen Complaint ID:***.I am not sure why it was closed since my issue did not get resolvedI do not agree with GCU decisionGCU responded that I should fill out form an " Appeals Form.pdf." Filling out that form would have admitted my guilt, but I did not get kicked out on basis of having a low GPAI was temporarily suspended from college since the GPA was not on my transcript therefore I was treated as a special studentThat is the issue I would like GCU to understand that due to circumstances beyond my responsibility my GPA was not on my transcript and I would like to be accepted as regular student retroactively from the beginning of my time as GCU
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***
Dear Revdex.com,Grand Canyon University (“GCU”) is in receipt of Ms*** *** complaint and we value the opportunity to respond The issue has been reviewed by the College of Nursing Health Care Professions *** *** and based on that review, GCU has determined that Ms*** complaint was
appropriately resolvedThis determination is based on the following information:On May 1, Ms*** spoke with her Student Services Advisor, *** *** and stated that she was going to “sit out for a while” On May 18, Ms*** unsuccessfully completed *** This was her last day of attendance with GCU Between June 24, and July 18, Ms*** attempted to contact Ms*** numerous times via telephone and email in order to discuss her return however, she was unable to reach her On August 15, Ms*** spoke with Ms*** and confirmed she would return to her classes on October 6, However, on September 12, Ms *** received notice that the October 6, class was shut down so she placed Ms*** into the September 29, course instead and attempted to reach her to inform her of this information Ms*** was unable to reach her by phone so she sent her a detailed email with the information On October 2, another SSA attempted to reach Ms*** as she did not post into the course As GCU was unable to reach Ms*** she was removed from the course for nonattendance Ms*** next course was scheduled to begin on November 10, 2014; however, Ms*** did not post into this course either so again, she was removed from the course for nonattendance At this point, Ms*** was out of attendance for over days thus she would have needed to complete a new Enrollment Agreement and would now fall under the current version of her programIf Ms*** had returned by October 27, she would have remained in the previous version and would have had only three courses remaining to complete her program of study However, GCU was unable to reach Ms*** until January 22, at which time Ms*** spoke with her about returning, sent her a new agreement and advised her that she would now fall under the new program Ms*** never returned the new enrollment agreement GCU did not hear from Ms*** again until August and since she was out of attendance for so long, she was considered a new enrollment Ms*** Enrollment Counselor informed her of this but to date, Ms*** has not re-enrolled with GCU.In addition to the above information, by signing her enrollment agreement on October 12, 2012, Ms*** acknowledged her understanding that all University programs follow a Program of Study which can be changed by the University at any time.Since Ms*** still had three courses remaining in order to complete her degree at the time she fell out of attendance, an approved appeal would be needed for GCU to put her into her prior program version Ms*** can submit an appeal requesting to return to the retired program version to finish degree requirements and if the appeal is approved GCU will be able to re-enroll Ms*** into her previous program version Appeals procedures can be found in the Student Policy handbook on page Students must initiate the appeal by contacting their Student Services AdvisorThe Student Services Advisor will gather the information and route to the appropriate parties at the universityAll supporting documentation should clearly and explicitly describe the appeal (including the actual policy being appealed), demonstrating he or she attempted in good faith to resolve the issues with the involved partiesStudents are strongly encouraged to discuss the intended appeal with a Student Services Advisor prior to submission On September 23, Student Services Manager, *** *** sent Ms*** a detailed email with this information However, to date, Ms*** has not contacted him or anyone else at GCU regarding an appeal 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,*** ***Regional Director of OperationsCollege of Nursing and Health Care ProfessionsGrand Canyon University
Dear Revdex.com,Grand Canyon University (“GCU”) is in receipt of Ms*** *** complaint and we value the opportunity to respond The issue has been reviewed by the Business Division Regional Director, Brett M*** and, based on that review, GCU has determined that Ms*** complaint
was appropriately resolvedThis determination is based on the following information:At the beginning of each payment period, GCU applies any financial aid that a student is eligible to receive to their courses for that payment period If there are any excess funds after the FA is applied to a student’s tuition and fees, a stipend check is issued to the student for the amount of the overage However, in Ms*** case, she is at her Aggregate Lifetime Limit of financial aid funding of $57, Therefore, once her FA for her current payment period was applied to her tuition and fees for her current courses she did not have any excess funding which could be sent to her in the form of a stipend In fact, for her current payment period she actually has a shortfall of approximately $which she will need to pay out of pocket in order to complete the payment period for her three classes This shortfall will only occur if she decides to complete the third class of her payment period Further, Ms*** has no financial obligation at this pointIf she passes the first two classes of the payment period successfully and decides not continue any further, she will have earned 100% of the financial aid given to her during her enrollment and she will have a $balance with GCU However, if Ms*** decides to complete her third class, as mentioned above, she will need to pay $as she will have exhausted her limit of financial aid available to her On March 27, GCU provided Ms*** with a link via email which provided her with options for alternative loans and scholarships that she may be eligible for Additionally, whether Ms*** decides to continue with GCU or attend another school she is still at her aggregate limit to receive financial aid so will not be eligible for future financial aid no matter what school she attends.As for obtaining official transcripts, those can be received at any time as long as a student does not have an account balance In Ms*** case since she does not have an account balance she can request official transcripts at any time Once her Official Transcript request is received and she has paid the $fee associated with the request, Ms*** official transcript will be sent to the location she provides on her request.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,Brett M***Business DivisionGrand Canyon University
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
My complaint was a request to address poor customer service on GCUs partIf I had had a timely response to my email request for 'withdrawal' assistance from GCU, then I would not have 'missed' the deadlineIt has worked to GCU's financial advantage to delay a response to my request for withdrawal.
Regards,
*** ***
Dear Revdex.com,Grand Canyon University (“GCU”) is in receipt of Ms*** *** complaint and we value the opportunity to respond The issue has been reviewed by the Regional Director of Operations, Jordan J***, and, based on that review, GCU has determined that Ms*** complaint requires
further actionThis determination is based on the following information:Ms*** is in the middle of her last academic year with GCU and completing her program for her Bachelor of Science in Psychology degree On January 6, Ms*** spoke with Enrollment Counselor Paul Likens about some questions she had about the graduate degree program she was looking at once she completes her undergraduate degree with GCU On January 10, Ms*** completed a new Free Application for Federal Student Aid (FAFSA) for 2017/in anticipation for her next graduate degree/program However, when she did this, there was conflicting information between the information she provided on her 2017/FAFSA and the information she had provided on her current 2016/FAFSA The conflicting information then triggered a Critical C-Code C-Codes occur when there is something dramatically wrong with the information that is reported on a student’s FAFSAIt is similar to an error message and the information has to be fixed in order for a student to receive any financial aid. Additionally, per Federal regulations GCU cannot disburse further funds until this is resolved In fact, if not resolved within days GCU is required to complete a return of funds for all funds that have been received for a student’s account during the current academic year GCU records indicate that GCU notified Ms*** several times via email of these issues and informed her that resolution was needed to include January 12, 2017; January 19, and January 25, Additionally GCU records also reflect that Student Service Counselor Michelle M*** attempted to reach out to Ms*** via telephone on January 19, 2017; January 24, and January 25, and left voicemail messages for Ms*** in further attempts to work with Ms*** to resolve this matter Once Ms*** provides GCU with her tax return transcripts and/or the signed and dated statement which is needed, GCU will hopefully be able to resolve this matter. GCU can find no records which indicate that Ms*** attempted to contact GCU and that she was unable to get through or that she was placed on hold for extended periods of time However, it is my understanding that MsM*** received email contact from Ms*** yesterday; January 25, and Ms*** stated that she is working on providing the required information If Ms*** has further concerns, she is welcome to contact her MsMionke’s Student Services Manager, Ronnie Overton at ###-###-#### Ext ***.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,Jordan J***College of BusinessGrand Canyon University
Dear Revdex.com,Grand Canyon University (“GCU”) is in receipt of Ms*** *** complaint and we value the opportunity to respond The issue has been reviewed by the Business Division Regional Director of Operations, Brett M*** and, based on that review, GCU has determined that Ms***
complaint was appropriately resolvedThis determination is based on the following information:Per GCU records, Ms*** only completed one course in GCU’s Master of Business Administration program; Leadership and Organizations (MGT605) Ms*** successfully completed the course with an “A” and was charged tuition accordingly for the cost of the class in the amount $2, In addition, she was charged $for the Learning Management Fee (LMS) which all students pay, for a total of $2,in tuition and fees Ms*** was close to her aggregate limits for financial aid, meaning that she was only eligible for $1,in student loans and this was to be broken into two disbursements as financial aid is based on earned credits and weeks completed in a payment period Thus, Ms*** received her first disbursement of financial aid, in the amount of $which was for two courses (credits and weeks) However, since she only completed one class, the Office of Financial Aid had to complete a review to determine how much funding was earned and had to return any unearned funding to the lender As a result, the Office of Financial Aid was required to return $to the student’s lenderAdditionally, the second disbursement did not occur as Ms*** was not eligible since she did not attend anymore classes Following is a breakdown outlining this information.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,Brett M***Colangelo College of BusinessGrand Canyon University
Grand Canyon University (“GCU”) is in receipt of Mr*** *** complaint and we value the opportunity to respond The issue has been reviewed by the *** ** *** Regional Director of Operations, *** *** and based on that review, GCU has determined that Mr
*** complaint was appropriately resolved This determination is based on the following information:Mr*** started his attendance with GCU on 9/29/ Upon the start of his classes he received the required net price calculator, a walk to class, student service advisor welcome call and he was also sent the welcome call check list Included in this material is the university’s policies and procedures including the withdrawal policy which is provided to every student in the likelihood there is an issue that requires them to withdraw Mr*** did state the first week that he was struggling and needed to focus on a routine with class The enrollment and student service advisor referred him to work with his instructor to get caught up Mr*** never requested to withdrawal within the required first week of class to receive a partial refund; therefore he is responsible for 100% of his balance due In addition to the above information, after multiple contact attempts from Student Service Advisor *** ***, she spoke with Mr*** on October 14, and offered him multiple options which included 25% tuition payment plus the $LMS fees Mr*** stated he would agree to this payment On November 5, Student Services Manager *** *** again spoke with Mr*** and informed him that GCU would be willing to write off the remaining balance of $1,after the $was paid. Grand Canyon University continued to attempt to follow up with Mr*** over times with only one response and no attempt to make the payment of $ On March 5, Mr*** account was transferred to the Internal Collections team due to non-payment of his balance While with the Internal Collections team Mr*** was sent two formal letters to his existing address in his file on March 11, and May 6, In between the letters the collections team also attempted to reach him for payment four more times with no responses Due to Mr*** unresponsiveness his account was transferred to external collections on June 1, Mr*** contacted his student service advisor on May 14, and was informed that since he did not pay his agreed upon portion of his balance and he was unresponsive his agreement was no longer valid and he would have to work with the collections team for resolution. Although though Mr*** did not make his agreed upon payment as he stated he would in October 2014, Grand Canyon University is willing to write off the balance of $1,as previously agreed upon In doing so we are willing to request $1,be removed from the external collections department; however Mr*** remaining $will remain with collections and he must setup payment arrangements through them GCU takes student complaints very seriously and does everything it can to resolve them in an amicable manner I hope the aforementioned information/actions will bring this matter to a satisfactory conclusion Sincerely,*** ***College of EducationGrand Canyon University
Dear Revdex.com,Grand Canyon University (“GCU”) is in receipt of Ms*** *** complaint and we value the opportunity to respond The issue has been reviewed by the Associate Vice President, *** *** and, based on that review, GCU has determined that Ms*** complaint was appropriately resolved This determination is based on the following information:All emails that were received from Ms*** were responded to via email and/or a phone within the next business day from when they were received Ms*** did not request to withdraw prior to 7/16/when she would have been eligible for a partial refund of tuitionHer request was on 7/21/and processed on 7/23/ With both of these dates being after the deadline there is no benefit to GCU GCU records also indicate that SSA *** reached out to Ms*** on 7/16/He left her a voicemail and also sent her an email in regards to her low grades in the class and advised her to email her instructor if she was having any issues in her course as she was coming down to the final two weeks of class On 7/17/Ms*** replied that she was away from home and with her parents back east for their 50th wedding anniversary party but that she would email that day However, the next email received from Ms*** was not until 7/23/in which she stated that she wanted to withdraw from her class.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,*** ***Southwest DivisionCollege of Education
Dear Revdex.com,Grand Canyon University (“GCU”) is in receipt of Ms*** *** complaint and we value the opportunity to respond The issue has been reviewed by the Regional Director of Operations, Ian Flores and, based on that review, GCU has determined that Ms*** complaint was
appropriately resolvedThis determination is based on the following information:Ms*** inquired about a Master of Science in Nursing with an Emphasis in Nursing Education and was scheduled to start her program on April 14, Prior to the start of her first course, Enrollment Counselor, Tara P*** attempted to contact Ms*** multiple times to complete a Walk to Class However, MsP*** was unsuccessful due to a bad number and/or not being able to leave a message for Ms*** to return her calls Attempts were made by MsP*** on April 7, 2016; April 8, and April 14, Every student receives a Walk to Class from their enrollment counselor During this call the counselor will review the entire LoudCloud system to ensure the student is prepared to take courses online here at GCU On April 7, during a phone conversation between MsP*** and Ms***, a Walk to Class was scheduled for the following day; April 8, On April 8, Enrollment Counselor Miranda B*** attempted to contact Ms*** to complete the Walk to Class and a message was left by MsB***; however her call was never returned by Ms***, so the appointment was missed On April 14, there were four different attempts by MsP*** to contact Ms*** to review and go through the Walk to Class but none of her calls were returned When Ms*** finally did call in, after her start date, she spoke with Stacia A***, Miranda B***, Tara P***, and Alicia L***During these calls, Ms*** asked questions and had concerns regarding accreditation, transfer credits, and financial aid However, she did not raise any questions about the LoudCloud software or any issues with that system.On April 13, 2016, Ms*** Student Services Advisor, MsL*** completed a Welcome Call with Ms***During the Welcome Call, the counselor will review all GCU policies and procedures with the student, including the Drop\Withdrawal policies as well as all financial aid timelines and policies During this call, MsL*** also explained that MsP*** was Ms*** Enrollment Counselor and MsL*** was Ms*** Student Services Advisor She also explained that they work very closely throughout the entire program for the student, and that as her Student Services Advisor, Ms*** can always work with MsP*** MsL*** also explained that Ms*** was starting at GCU with an overlapping loan meaning that Ms*** had attended and used financial aid at another school and that loan overlapped with her loans at GCU However, MsP*** further explained that Ms*** would have enough financial aid to cover her first Academic Year in full at GCU with no out of pocket expenses However, on April 26, during week of her courses, Ms*** submitted a Complete Withdrawal Ms*** last date of attendance was on April 24, which was also during week 2, therefore she was participating in her classes during week when she decided to withdraw from GCU Per GCU Policy that was detailed to Ms*** during her Welcome Call with MsL***, if a student withdraws from a course after week 1, the student is fully responsible for tuition chargesSince Ms*** decided to withdraw, her Title IV funds were not able to be packaged as they were unearned Title IV funds cannot post to a student’s account after their last date of attendance As a result, Ms*** owes a balance in the amount of $2,for tuition and fees.On May 19, a settlement was offered to Ms*** GCU offered Ms*** a full non-passing tuition adjustment in the amount of $2,along with a new scheduled Walk to Class to prepare for class if she returned to GCU However she declined GCU’s offer Ms*** does have a $2,balance owed to GCU for withdrawing from her first course which includes $2,in tuition charges and $in Learning Management Fees.GCU takes student complaints very seriously and does everything it can to resolve them in an amicable manner I hope the aforementioned information/actions will bring this matter to a satisfactory conclusion Sincerely,Ian F* Regional Director of Operations, College of Nursing and Health Care ProfessionalsGrand Canyon University
I do not agree with thisAnd as for the attendance and participation in the online class that's the first time I ever taken an online class and I had no clue what I was doing, until they told me I had to log in and participate in a group chatAnd the class should have been a passing grade if the teacher would have contacted me like they were suppose to, but the school made several excuses and prolonged it so it was a win for them to charge meAlso my financial aide would have covered the cost the paper I received stated thatBut it was returned due to a failing gradeAlso for the $settlement I was offered on the phone the lady told me it was a one time dealShe said if I didn't take it then I wouldn't be offered it againI told her I don't have that kind of money laying aroundI currently live on a fixed incomeI have kids and the holidays will be coming upI can't throw that kind of money around right nowShe told me it would have to be paid within a monthI can't afford that so I could not accept and stated I will call the dept of educationI will call the ombudsmenI feel my transcript should not be heldOr please remove me from the student clearinghouse as if I didn't go to this school because it should not hold me up from making a better living and trying to better myselfHow do you want people to get better jobs to pay stuff?
Dear Revdex.com,Grand Canyon University (“GCU”) is in receipt of Ms*** ***’ complaint and we value the opportunity to respond The issue has been reviewed by the Executive Director of Student Services, Nancy P*** and, based on that review, GCU has determined that Ms***’ complaint
was appropriately resolvedThis determination is based on the following information:On June 23, Ms*** 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 credits By signing her enrollment agreement, Ms*** 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 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 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 *** 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*** did complete credits she has still not met the dissertation milestones that are needed in order to secure a dean-approved dissertation GCU informed Ms*** of this information on April 14, and since that time she has been enrolled in the additional courses needed to obtain approval of her dissertation.As Ms***’ 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*** 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 days prior to the date of the graduation ceremonies Ms*** is welcome to contact Nancy P*** at *** *** *** 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***er to a satisfactory conclusion Sincerely,Nancy RP***College of Doctoral StudiesGrand Canyon University
I have very carefully kept correspondence from GCU on my laptop and can verify a series of bad communications ....Mr Williams has only attempted to contact me once by phone to resolve my difficulties, which continue...offered to call me back and never did. This was over a month ago
Dear Revdex.com,Grand Canyon University (“GCU”) is in receipt of Ms*** *** rebuttal complaint and we value the opportunity to respond. The issue has been reviewed by the Regional Director of Operations (RDO) Jordan J*** and, based on that review, GCU has determined that Ms*** complaint was appropriately resolvedThis determination is based on the following information:A Faculty Specialist ticket was submitted to have the class reviewed based off Ms*** complaint and we could not substantiate that in the classroom forum the instructor used an inappropriate tone or provided unsubstantive feedback to the student. Once Ms*** expressed concerns GCU encouraged her to stay in the class since it was only the first weekMs*** made the decision to drop the course since she did not want to work with this instructorDespite no wrongdoing by GCU, and in an act of good faith, GCU allowed Ms*** to retake the course by providing her a customer service write-off in the amount of $1,Further, as previously indicated, at this time we are actively working to have a different instructor assigned to her class which would be scheduled for 3-29-18. 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,Jordan J***College of Humanities and Social Sciences Grand Canyon University
Dear Revdex.com,Grand
Canyon University (“GCU”) is in receipt of Ms*** ***’s complaint and
we value the opportunity to respond. The issue has been reviewed by Regional
Director of Operations Kenneth A** and, based on that review, GCU has
determined that Ms*** ***’s complaint was
appropriately resolvedThis
determination is based on the following information:It
is worth noting that Ms***’s complaint stems from her enrollment at GCU over seven years ago. Ms*** enrolled with GCU on June 28,
and was in attendance from July 12, through October 24, While
in attendance, she attempted two courses; UNV-and CWV-101. Ms*** was unsuccessful in completing
her courses. However she was charged
accordingly for her classes; $1,for her UNVcourse and $1,for
her CWVcourse for a total of $3,313.34.
On October 4, Ms*** received a financial aid Pell Grant in
the amount of $2,775. This grant was
applied to the cost of Ms***’s courses but an out of pocket expense
remained in the amount of $which Ms*** was responsible for.Further
to above information, because Ms*** failed to successfully complete her classes,
on December 10, GCU was required per federal regulations to complete a
partial return of her financial aid grant and return $1,to the
Department of Education When combined
with the $mentioned above, the return left a balance on Ms***’s account
in the amount of $2,which is past due and owingGCU
attempted to reach out to Ms*** numerous times between September 20,
and September 29, regarding her account balance However she made no attempt to resolve her
balance or set up payment arrangements. Between
June 13, and November 17, Ms***’s account was placed with several
external collections agencies however her account was returned to GCU due to
all efforts being exhausted but no payment made/or no response to attempts to
contact Ms***.In
regards to Ms***’s complaint surrounding late assignments, per GCU
records, Ms*** struggled to turn assignments in on time as well as meet
attendance and participation requirements while attending GCUIn multiple
phone conversations between GCU and Ms*** in August, September and October
of 2010, Ms*** was reminded that she needed to post in her online class
for participation and attendance requirements as well as turn in her assignment
on timeFurther, Ms*** was informed that she could submit a grade
appeal; however she responded by saying she had computer issues and was not
able to post in class nor do the grade appealFurther,
in a phone call with Ms*** on September 20, 2010, she indicated that she
was upset to find out that she had not passed her first class which had ended
on August 29, She stated she had done all the assignments but her
computer had crashed and she was not able to retrieve them for proof She also stated in the same conversation that
she was able to send some of the assignments to the professor via email on September
19, Unfortunately, the class had already ended three weeks prior and per GCU policy, once a course ends assignments
cannot be submittedOn
August 16, and August 17, Ms*** called GCU’s Student Services Department
and requested her transcripts It was
explained to her that she will need to resolve her delinquent account balance
in order to receive her transcripts per University policy. However, she was also informed that per GCU
policy, all students who request transcripts who are in a collection status can
complete and submit a form to inspect and review their educational records if
they wish to do soThis form was emailed to the email address that GCU has on
file for Ms***Finally, on August 21,
Ms*** called GCU’s Internal Collections Department regarding her
balance and her transcripts. She was offered
a settlement in the amount of $1,and in exchange GCU offered to write-off
the remaining $1,of Ms***’s account balance. Ms*** did not accept the offer rather
she stated she was going to file a complaint with the Department of Education
and she disconnected the call. As GCU
likes to serve the best interest of its student’s, the settlement offer is
still available for Ms***. She can
contact Tanya V*** at *** if she wishes to accept the offer.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,Kenneth A**College of Humanities
and Social SciencesGrand Canyon
University
I am requesting that the full amount be waived
Grand Canyon University responded but made it seem as if it were my fault that they did not communicate to let me know what exactly would be going on with my financial aidI was adamantly told on several occasions that my financial aid was approved and it was disbursed and my classes were paid for, therefore I did not owe any moneyThey claim they tried to contact me when that is not true the leastSo no it has not been resolved and I am outraged that a so-called university would be out to just collect money from peopleIts sad and I will never recommend anyone to this school or University of Phoenix which my co-worker and sister have had issues with as wellMaybe it's just Arizona but I am not a fan
In response to"Next, it
is Ms*** claim that GCU allows instructors to grade based on personal
biases rather than the material and learning objectives. This claim is
not true. The University’s focus is on providing a wonderful learning
experience through campus and online classrooms. The University has faculty
instructors from all across the country to enrich this experience. Thus,
the characteristics of the faculty change from instructor to instructor, just
as students personalities change from student to student. Therefore,
sometimes personalities and styles may not mix. The University also has
an impartial investigation process which examines the classroom, and thus is
not biased on anyone’s behalf; instructor or student"
The claim I made about grading of the instructor is completely
trueThe instructor docked points because I did not answer the question in the
way in which he felt the question should be answeredI provided GCU with
proofThe university simply refuses to have a non-biased approach in holding
their instructors accountableWhen I brought up the issue with the grade when
it first occurred no one would look into the incident which is why I withdrew
from the courseMy past academics speak for themselvesIt is absurd for the
university to attempt to place the blame on a student who has shown dedication
throughout their enrollmentIf there had been an accountability system in
place I would not have had to withdraw from the course
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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 contact the instructor, she has YET to this MOMENT returned my emails! I have the assignments done and have YET to be able to turn them in because she (the instructor) locked me out of being able to submit it; which I also emailed her back about with NO response! When I FIRST messaged the instructor she told me "I would be fine", I have proof of this email! That was the last I heard from her no matter how many times I made attempts to communicate; which again I have proof of! I did every single step she advised and yet when I messaged her to be able to turn in assignments since she locked them she STILL has not responded to me! What else was I left to do? How could I turn them in when she closed the class and to date has not responded! I did everything on my part I could! Even my academic advisor has tried to contact Professor *** and Ms*** STILL has not even responded to her! Explain how this is okay and acceptable on behalf of your staff? Is this GCU's policy to allow professors to act in such manner and return no ones contact attempts?If you give me an email address to send the proof to I will at once! She neglecting her job and my education is suffering because of it and your University stands by her? How was I to turn the assignments in when I contacted the professor to ask since it was locked and she NEVER responded to be or my Academic Advisor?You are stating you are siding with the professor; how is the even possible! I have PROOF I would GLADLY share of all my attempts, again as of 7/31/at 4:43pm MST she has yet to return an email!I refuse to let this go! I have all the proof I need and a Lawyer will be my next step! Also, please explain how I was on academic probation when I had a and was NEVER made aware of this!I promise you, my education means enough to me that I will not drop this by accepting a copied and pasted generic response about your Universities policy! Did you even take the time to do the research and see how many numerous attempts to contact Professor *** was made with zero attempt on her part? Did you speak to my academic advisor and find out Ms*** did not even respond to her email attempts? I was NEVER ONCE contacted by Grand Canyon University, NEVER ONCE offered a chance to speak to someone live, NEVER ONCE offered a chance to submit my evidence and yet I am being told there is nothing that can be done?YOUR faculty is not doing her job and yet I am being punished?I DEMAND true research be done into this matter and my evidence to be reviewed!
Regards,
*** ***
I would like to reopen Complaint ID:***.I am not sure why it was closed since my issue did not get resolvedI do not agree with GCU decisionGCU responded that I should fill out form an " Appeals Form.pdf." Filling out that form would have admitted my guilt, but I did not get kicked out on basis of having a low GPAI was temporarily suspended from college since the GPA was not on my transcript therefore I was treated as a special studentThat is the issue I would like GCU to understand that due to circumstances beyond my responsibility my GPA was not on my transcript and I would like to be accepted as regular student retroactively from the beginning of my time as GCU
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***
Dear Revdex.com,Grand Canyon University (“GCU”) is in receipt of Ms*** *** complaint and we value the opportunity to respond The issue has been reviewed by the College of Nursing Health Care Professions *** *** and based on that review, GCU has determined that Ms*** complaint was
appropriately resolvedThis determination is based on the following information:On May 1, Ms*** spoke with her Student Services Advisor, *** *** and stated that she was going to “sit out for a while” On May 18, Ms*** unsuccessfully completed *** This was her last day of attendance with GCU Between June 24, and July 18, Ms*** attempted to contact Ms*** numerous times via telephone and email in order to discuss her return however, she was unable to reach her On August 15, Ms*** spoke with Ms*** and confirmed she would return to her classes on October 6, However, on September 12, Ms *** received notice that the October 6, class was shut down so she placed Ms*** into the September 29, course instead and attempted to reach her to inform her of this information Ms*** was unable to reach her by phone so she sent her a detailed email with the information On October 2, another SSA attempted to reach Ms*** as she did not post into the course As GCU was unable to reach Ms*** she was removed from the course for nonattendance Ms*** next course was scheduled to begin on November 10, 2014; however, Ms*** did not post into this course either so again, she was removed from the course for nonattendance At this point, Ms*** was out of attendance for over days thus she would have needed to complete a new Enrollment Agreement and would now fall under the current version of her programIf Ms*** had returned by October 27, she would have remained in the previous version and would have had only three courses remaining to complete her program of study However, GCU was unable to reach Ms*** until January 22, at which time Ms*** spoke with her about returning, sent her a new agreement and advised her that she would now fall under the new program Ms*** never returned the new enrollment agreement GCU did not hear from Ms*** again until August and since she was out of attendance for so long, she was considered a new enrollment Ms*** Enrollment Counselor informed her of this but to date, Ms*** has not re-enrolled with GCU.In addition to the above information, by signing her enrollment agreement on October 12, 2012, Ms*** acknowledged her understanding that all University programs follow a Program of Study which can be changed by the University at any time.Since Ms*** still had three courses remaining in order to complete her degree at the time she fell out of attendance, an approved appeal would be needed for GCU to put her into her prior program version Ms*** can submit an appeal requesting to return to the retired program version to finish degree requirements and if the appeal is approved GCU will be able to re-enroll Ms*** into her previous program version Appeals procedures can be found in the Student Policy handbook on page Students must initiate the appeal by contacting their Student Services AdvisorThe Student Services Advisor will gather the information and route to the appropriate parties at the universityAll supporting documentation should clearly and explicitly describe the appeal (including the actual policy being appealed), demonstrating he or she attempted in good faith to resolve the issues with the involved partiesStudents are strongly encouraged to discuss the intended appeal with a Student Services Advisor prior to submission On September 23, Student Services Manager, *** *** sent Ms*** a detailed email with this information However, to date, Ms*** has not contacted him or anyone else at GCU regarding an appeal 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,*** ***Regional Director of OperationsCollege of Nursing and Health Care ProfessionsGrand Canyon University
Dear Revdex.com,Grand Canyon University (“GCU”) is in receipt of Ms*** *** complaint and we value the opportunity to respond The issue has been reviewed by the Business Division Regional Director, Brett M*** and, based on that review, GCU has determined that Ms*** complaint
was appropriately resolvedThis determination is based on the following information:At the beginning of each payment period, GCU applies any financial aid that a student is eligible to receive to their courses for that payment period If there are any excess funds after the FA is applied to a student’s tuition and fees, a stipend check is issued to the student for the amount of the overage However, in Ms*** case, she is at her Aggregate Lifetime Limit of financial aid funding of $57, Therefore, once her FA for her current payment period was applied to her tuition and fees for her current courses she did not have any excess funding which could be sent to her in the form of a stipend In fact, for her current payment period she actually has a shortfall of approximately $which she will need to pay out of pocket in order to complete the payment period for her three classes This shortfall will only occur if she decides to complete the third class of her payment period Further, Ms*** has no financial obligation at this pointIf she passes the first two classes of the payment period successfully and decides not continue any further, she will have earned 100% of the financial aid given to her during her enrollment and she will have a $balance with GCU However, if Ms*** decides to complete her third class, as mentioned above, she will need to pay $as she will have exhausted her limit of financial aid available to her On March 27, GCU provided Ms*** with a link via email which provided her with options for alternative loans and scholarships that she may be eligible for Additionally, whether Ms*** decides to continue with GCU or attend another school she is still at her aggregate limit to receive financial aid so will not be eligible for future financial aid no matter what school she attends.As for obtaining official transcripts, those can be received at any time as long as a student does not have an account balance In Ms*** case since she does not have an account balance she can request official transcripts at any time Once her Official Transcript request is received and she has paid the $fee associated with the request, Ms*** official transcript will be sent to the location she provides on her request.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,Brett M***Business DivisionGrand Canyon University
They are asking me to pay dollars of which I do not haveI do not feel I should have to pay anything because a error on their part
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
My complaint was a request to address poor customer service on GCUs partIf I had had a timely response to my email request for 'withdrawal' assistance from GCU, then I would not have 'missed' the deadlineIt has worked to GCU's financial advantage to delay a response to my request for withdrawal.
Regards,
*** ***
Dear Revdex.com,Grand Canyon University (“GCU”) is in receipt of Ms*** *** complaint and we value the opportunity to respond The issue has been reviewed by the Regional Director of Operations, Jordan J***, and, based on that review, GCU has determined that Ms*** complaint requires
further actionThis determination is based on the following information:Ms*** is in the middle of her last academic year with GCU and completing her program for her Bachelor of Science in Psychology degree On January 6, Ms*** spoke with Enrollment Counselor Paul Likens about some questions she had about the graduate degree program she was looking at once she completes her undergraduate degree with GCU On January 10, Ms*** completed a new Free Application for Federal Student Aid (FAFSA) for 2017/in anticipation for her next graduate degree/program However, when she did this, there was conflicting information between the information she provided on her 2017/FAFSA and the information she had provided on her current 2016/FAFSA The conflicting information then triggered a Critical C-Code C-Codes occur when there is something dramatically wrong with the information that is reported on a student’s FAFSAIt is similar to an error message and the information has to be fixed in order for a student to receive any financial aid. Additionally, per Federal regulations GCU cannot disburse further funds until this is resolved In fact, if not resolved within days GCU is required to complete a return of funds for all funds that have been received for a student’s account during the current academic year GCU records indicate that GCU notified Ms*** several times via email of these issues and informed her that resolution was needed to include January 12, 2017; January 19, and January 25, Additionally GCU records also reflect that Student Service Counselor Michelle M*** attempted to reach out to Ms*** via telephone on January 19, 2017; January 24, and January 25, and left voicemail messages for Ms*** in further attempts to work with Ms*** to resolve this matter Once Ms*** provides GCU with her tax return transcripts and/or the signed and dated statement which is needed, GCU will hopefully be able to resolve this matter. GCU can find no records which indicate that Ms*** attempted to contact GCU and that she was unable to get through or that she was placed on hold for extended periods of time However, it is my understanding that MsM*** received email contact from Ms*** yesterday; January 25, and Ms*** stated that she is working on providing the required information If Ms*** has further concerns, she is welcome to contact her MsMionke’s Student Services Manager, Ronnie Overton at ###-###-#### Ext ***.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,Jordan J***College of BusinessGrand Canyon University
Dear Revdex.com,Grand Canyon University (“GCU”) is in receipt of Ms*** *** complaint and we value the opportunity to respond The issue has been reviewed by the Business Division Regional Director of Operations, Brett M*** and, based on that review, GCU has determined that Ms***
complaint was appropriately resolvedThis determination is based on the following information:Per GCU records, Ms*** only completed one course in GCU’s Master of Business Administration program; Leadership and Organizations (MGT605) Ms*** successfully completed the course with an “A” and was charged tuition accordingly for the cost of the class in the amount $2, In addition, she was charged $for the Learning Management Fee (LMS) which all students pay, for a total of $2,in tuition and fees Ms*** was close to her aggregate limits for financial aid, meaning that she was only eligible for $1,in student loans and this was to be broken into two disbursements as financial aid is based on earned credits and weeks completed in a payment period Thus, Ms*** received her first disbursement of financial aid, in the amount of $which was for two courses (credits and weeks) However, since she only completed one class, the Office of Financial Aid had to complete a review to determine how much funding was earned and had to return any unearned funding to the lender As a result, the Office of Financial Aid was required to return $to the student’s lenderAdditionally, the second disbursement did not occur as Ms*** was not eligible since she did not attend anymore classes Following is a breakdown outlining this information.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,Brett M***Colangelo College of BusinessGrand Canyon University
Grand Canyon University (“GCU”) is in receipt of Mr*** *** complaint and we value the opportunity to respond The issue has been reviewed by the *** ** *** Regional Director of Operations, *** *** and based on that review, GCU has determined that Mr
*** complaint was appropriately resolved This determination is based on the following information:Mr*** started his attendance with GCU on 9/29/ Upon the start of his classes he received the required net price calculator, a walk to class, student service advisor welcome call and he was also sent the welcome call check list Included in this material is the university’s policies and procedures including the withdrawal policy which is provided to every student in the likelihood there is an issue that requires them to withdraw Mr*** did state the first week that he was struggling and needed to focus on a routine with class The enrollment and student service advisor referred him to work with his instructor to get caught up Mr*** never requested to withdrawal within the required first week of class to receive a partial refund; therefore he is responsible for 100% of his balance due In addition to the above information, after multiple contact attempts from Student Service Advisor *** ***, she spoke with Mr*** on October 14, and offered him multiple options which included 25% tuition payment plus the $LMS fees Mr*** stated he would agree to this payment On November 5, Student Services Manager *** *** again spoke with Mr*** and informed him that GCU would be willing to write off the remaining balance of $1,after the $was paid. Grand Canyon University continued to attempt to follow up with Mr*** over times with only one response and no attempt to make the payment of $ On March 5, Mr*** account was transferred to the Internal Collections team due to non-payment of his balance While with the Internal Collections team Mr*** was sent two formal letters to his existing address in his file on March 11, and May 6, In between the letters the collections team also attempted to reach him for payment four more times with no responses Due to Mr*** unresponsiveness his account was transferred to external collections on June 1, Mr*** contacted his student service advisor on May 14, and was informed that since he did not pay his agreed upon portion of his balance and he was unresponsive his agreement was no longer valid and he would have to work with the collections team for resolution. Although though Mr*** did not make his agreed upon payment as he stated he would in October 2014, Grand Canyon University is willing to write off the balance of $1,as previously agreed upon In doing so we are willing to request $1,be removed from the external collections department; however Mr*** remaining $will remain with collections and he must setup payment arrangements through them GCU takes student complaints very seriously and does everything it can to resolve them in an amicable manner I hope the aforementioned information/actions will bring this matter to a satisfactory conclusion Sincerely,*** ***College of EducationGrand Canyon University
Dear Revdex.com,Grand Canyon University (“GCU”) is in receipt of Ms*** *** complaint and we value the opportunity to respond The issue has been reviewed by the Associate Vice President, *** *** and, based on that review, GCU has determined that Ms*** complaint was appropriately resolved This determination is based on the following information:All emails that were received from Ms*** were responded to via email and/or a phone within the next business day from when they were received Ms*** did not request to withdraw prior to 7/16/when she would have been eligible for a partial refund of tuitionHer request was on 7/21/and processed on 7/23/ With both of these dates being after the deadline there is no benefit to GCU GCU records also indicate that SSA *** reached out to Ms*** on 7/16/He left her a voicemail and also sent her an email in regards to her low grades in the class and advised her to email her instructor if she was having any issues in her course as she was coming down to the final two weeks of class On 7/17/Ms*** replied that she was away from home and with her parents back east for their 50th wedding anniversary party but that she would email that day However, the next email received from Ms*** was not until 7/23/in which she stated that she wanted to withdraw from her class.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,*** ***Southwest DivisionCollege of Education
Dear Revdex.com,Grand Canyon University (“GCU”) is in receipt of Ms*** *** complaint and we value the opportunity to respond The issue has been reviewed by the Regional Director of Operations, Ian Flores and, based on that review, GCU has determined that Ms*** complaint was
* Regional Director of Operations, College of Nursing and Health Care ProfessionalsGrand Canyon University
appropriately resolvedThis determination is based on the following information:Ms*** inquired about a Master of Science in Nursing with an Emphasis in Nursing Education and was scheduled to start her program on April 14, Prior to the start of her first course, Enrollment Counselor, Tara P*** attempted to contact Ms*** multiple times to complete a Walk to Class However, MsP*** was unsuccessful due to a bad number and/or not being able to leave a message for Ms*** to return her calls Attempts were made by MsP*** on April 7, 2016; April 8, and April 14, Every student receives a Walk to Class from their enrollment counselor During this call the counselor will review the entire LoudCloud system to ensure the student is prepared to take courses online here at GCU On April 7, during a phone conversation between MsP*** and Ms***, a Walk to Class was scheduled for the following day; April 8, On April 8, Enrollment Counselor Miranda B*** attempted to contact Ms*** to complete the Walk to Class and a message was left by MsB***; however her call was never returned by Ms***, so the appointment was missed On April 14, there were four different attempts by MsP*** to contact Ms*** to review and go through the Walk to Class but none of her calls were returned When Ms*** finally did call in, after her start date, she spoke with Stacia A***, Miranda B***, Tara P***, and Alicia L***During these calls, Ms*** asked questions and had concerns regarding accreditation, transfer credits, and financial aid However, she did not raise any questions about the LoudCloud software or any issues with that system.On April 13, 2016, Ms*** Student Services Advisor, MsL*** completed a Welcome Call with Ms***During the Welcome Call, the counselor will review all GCU policies and procedures with the student, including the Drop\Withdrawal policies as well as all financial aid timelines and policies During this call, MsL*** also explained that MsP*** was Ms*** Enrollment Counselor and MsL*** was Ms*** Student Services Advisor She also explained that they work very closely throughout the entire program for the student, and that as her Student Services Advisor, Ms*** can always work with MsP*** MsL*** also explained that Ms*** was starting at GCU with an overlapping loan meaning that Ms*** had attended and used financial aid at another school and that loan overlapped with her loans at GCU However, MsP*** further explained that Ms*** would have enough financial aid to cover her first Academic Year in full at GCU with no out of pocket expenses However, on April 26, during week of her courses, Ms*** submitted a Complete Withdrawal Ms*** last date of attendance was on April 24, which was also during week 2, therefore she was participating in her classes during week when she decided to withdraw from GCU Per GCU Policy that was detailed to Ms*** during her Welcome Call with MsL***, if a student withdraws from a course after week 1, the student is fully responsible for tuition chargesSince Ms*** decided to withdraw, her Title IV funds were not able to be packaged as they were unearned Title IV funds cannot post to a student’s account after their last date of attendance As a result, Ms*** owes a balance in the amount of $2,for tuition and fees.On May 19, a settlement was offered to Ms*** GCU offered Ms*** a full non-passing tuition adjustment in the amount of $2,along with a new scheduled Walk to Class to prepare for class if she returned to GCU However she declined GCU’s offer Ms*** does have a $2,balance owed to GCU for withdrawing from her first course which includes $2,in tuition charges and $in Learning Management Fees.GCU takes student complaints very seriously and does everything it can to resolve them in an amicable manner I hope the aforementioned information/actions will bring this matter to a satisfactory conclusion Sincerely,Ian F