Dear Revdex.com,Grand Canyon University (“GCU”) is in receipt of Ms. [redacted] rebuttal comments and we value the opportunity to respond. The issue has been reviewed by the Regional Director of Operations, Kenneth A** 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] had been advised that the Office of Field Experience will continue to assist her in finding a site. She is requesting a plan of action should she not find a site. The requirements for Ms. [redacted] degree include a practicum, the plan is to continue assisting her to the best of our ability until she has an approved practicum site. Ms. [redacted] has been concerned with possible program changes to her degree, to this we have advised her that she will only need to complete practicum. There is no other course of action than to continue working on locating a practicum site. In regards to the Canyon Connect fee that is associated with the courses in Ms. [redacted] program, she was advised appropriately and in a timely manner concerning this fee. On September 25, 2013, she spoke with her Student Service Advisor, Albert C[redacted] and he explained the cost and fees of the program. Ms. [redacted] then began the program on November 7, 2013. Per the Grand Canyon University Student Policy handbook which Ms. [redacted] acknowledged she had access to (and which all students have access to) when she signed her enrollment agreement, the Canyon Connect fee is assessed as follows:“Any course where digital materials are provided will be charged the course materials fee. Digital course materials include but are not limited to, simulations, multimedia content, eBooks and/or custom created content. Some courses will include electronic textbooks for which students will be charged a Canyon Connect fee.” 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**Regional Director of 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 College of Education’s 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] started with Grand Canyon University as a Master’s level student which requires 2.8 GPA or higher for full acceptance into the program. The University’s policy states that any student who enters a master’s program with less than 2.8 GPA will be accepted with specifications. Master’s students must have a 3.0 unweighted GPA after completion of their first 8 credits otherwise they are dismissed from the University for 12 months.Ms. [redacted] GCU record indicates that after successful completion of her 8th credit she did not have the 3.0 unweighted GPA to be accepted to the University. Her unweighted GPA was 2.9 which is what caused her dismissal. The University’s recommendation is that Ms. [redacted] file a University appeal to dispute her dismissal. Until an appeal is filed the University’s policy stands with regards to Ms. [redacted] dismissal. Ms. [redacted] assigned Student Service Advisor Maria E[redacted] spoke with Ms. [redacted] on the phone on 5/19/16 and explained why she was dismissed. Ms. [redacted] stated she would check on why her transcript from her previous school did not have her GPA listed. Additionally, after the call Ms. E[redacted] emailed Ms. [redacted] the information to file an appeal and recommended that Ms. [redacted] do so. However as of today, Ms. [redacted] has not submitted that appeal. If Ms. [redacted] would like to submit an appeal she can complete the attached document and submit it to [email protected]. 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
I remember specifically explaining to Jesse over the phone after the first incident about how I need for the FASFA information and student aid to go through because this is what I rely on in order to continue my education besides taking out student loans. As mentioned in the response, yes, I am aware of the primary and secondary methods of payments which I have not had an issue with prior and has been taken into action before, but this was never an option on these two occasions. I was under the impression of the verification process that I was "selected" for, however I did keep my advisor in the loop of what was going on with the entire process since my father had filed numerous extensions for the tax return in question. Why couldn't the balance that is owed be taken out of my student loans? In addition, I received a call from Daniel D[redacted] Tuesday the 8th conveniently after I had filed a complaint with the Revdex.com 4 days prior. In addition to the dates that are being addressed in the response, those being, January 28, 2016; February 4, 2016; February 12, 2016; February 19, 2016 and February 26, 2016, I checked my email to validate the dates but I am not seeing any emails from anyone from GCU regarding these incidents on alleged dates. The voicemail's that I had also received were on January 5th, January 6th and January 22nd. I had attempted as well to contact Jesse via phone call after I got off work since I work a odd shift and never received phone calls back. I don't know if the messages did not go through or not as well. If I plan to pay off this bill in total in order to receive my transcripts, what types of loans will I have to take out? I have tried to take out numerous loans but since you are a private university the policy is different. I want to solve this issue as soon and smoothly as possible so that I can continue my education else where.
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 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] started her program with Grand Canyon University on September 28th, 2015. Two days later Ms. [redacted] contacted her student service advisor Catherine C[redacted] requesting to drop because she received communication that she was accepted into a different program through her work. The Ms. [redacted] requested to withdraw after posting into her class the first week which placed her in the 25% refund period. Grand Canyon University’s refund policy would require that Ms. [redacted] be responsible for the full $925 balance based on her attendance in her class. Ms. [redacted] contacted Grand Canyon University again after the initial Revdex.com response was submitted and stated that she found out she was not eligible for the new program that was offered to her through her work. At this time Ms. [redacted] had already officially withdrawn from GCU but has since asked to return to GCU. We have approved for her to return as of November 2nd, 2015. At this time the university will only offer to waive the 25% tuition that was previously charged as long as Ms. [redacted] completes the retake of the previously withdrawn class. The total amount eligible to be waived is ($440) and Ms. [redacted] will be responsible for the remaining balance of $485 because the LMS fee and Canyon Connect fees are non-refundable. This balance can be paid out of pocket by Ms. [redacted] or through the use of her future available financial aid funding upon her return to the university. If Ms. [redacted] chooses not to return she would be responsible for the $925 balance in full and due immediately. At this time, the university feels that this offer is more than reasonable based on Ms. [redacted] current situation. Mr. N[redacted] is in the process of contacting Ms. [redacted] to explain this to her voice to voice and to answer any questions she may have. 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
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, Ian Flores, 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] enrolled with GCU starting in December of 2014. She completed her first payment period and moved into her second payment period starting on May 18, 2015. Ms. [redacted] Title IV funds posted to her account and covered the entire cost of her second payment period. Ms. [redacted] completed her first course of her second payment period and began course two on July 6, 2015 (BIO-220). Ms. [redacted] then decided to withdraw from the course on July 13, 2015 which would be in week two of the course. Per GCU Drop Policy (Page 86 of Policy Handbook):The University will refund tuition according to the following policy unless a student attending courses online is a resident of a state that requires the University to follow different guidelines. These state policies are listed in the State Refund Policies section of this handbook. Refer to the Official Enrollment Status Change section of the University Policy Handbook for a complete explanation of the University’s Withdrawal Policy. Nontraditional Students Students who drop/withdraw from a course/all courses are eligible for the following refund: Before Week 1................................................ 100% tuition refund During Week 1 ................................................. 75% tuition refund During or after Week 2 ................................................... No refund Therefore Ms. [redacted] is responsible for the full cost of her course based on her time posting into her BIO-220 course.In addition to the above information, once Ms. [redacted] withdrew from her course, the Office of Financial Aid was required to calculate a Return of Title IV funds, which in-turn required GCU to send back any financial aid Ms. [redacted] had not earned for her payment period. Ms. [redacted] received a $3,471.15 stipend check on June 8, 2015 after all her course tuition and fees were covered. However, when Ms. [redacted] fell out of attendance the Office of Financial Aid returned $2,968 in Unsubsidized loans and $611 of Subsidized loans back to her lender which created the $1,753.05 balance which Ms. [redacted] currently owes to GCU. Ms. [redacted] did not meet the requirements needed to earn her financial aid including the stipend which she received.In regards to the $5.00 transcript fee, the fee was applied correctly to the request and the $5.00 payment was not applied towards Ms. [redacted] current balance owed to GCU. The $5 transcript fee was processed on July 21, 2015 and a copy of Ms. [redacted] official transcripts were mailed to Stockton University, per Ms. [redacted] request. Per GCU records, Ms. [redacted] file at GCU has been handled appropriately and correctly per GCU policies and the Department of Education. We will continue to work with Ms. [redacted] if she wishes to return back to GCU to complete her degree.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], Regional Director of OperationsCollege of Nursing and Healthcare ProfessionalsGrand Canyon University
I have recordings of my conversations with every individual states in their response. At no time did any of them advise me that I would owe more than $3000 in fees. Since GCU is refusing to cooperate, I guess we will take the matter up in court at a later date. I also will be advising as many people as I can to not attend this university.Sincerely,[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.As stated in my first...
response, when enrolling in classes, I was told that my previous courses would transfer. i was put in classes that were already taken. then further into my academics at GCU, I enrolled in a few classes and prior to the time frame I asked to be removed from a couple because the course load was to many. No matter how many calls were made, there was NEVER a straight answer as to why I was removed from classes in a timely manner, never the same person, always being told they would have to look into it. I completed the courses that I chose to stay enrolled in and do not feel I should be held responsible for negligence on the school not withdrawing when specifically asked to do so prior to deadline. If the deadlines cant be kept by the school, and no one knows what is going on how do you justify holding me responsible for fees ??? All I want is this matter cleared up and my transcripts released.
Regards,
[redacted]
Grand Canyon University is straight up lieing. I didn't purposely wait for anything. I am disability social security. During this monitoring period with my student loan discharge, social security has at several times re-examine me for continued disability benefits. I was sent to their doctors and based on the medical evidence during this period. I was found to be disabled still within the social security guidelines. You call them today. Social Security will say that I am disabled by their definition. The family medical doctor a general practice medical doctor states that I am able to work at least part time or less. Even social security allows this to people who are disabled. So, no one can say that I am purposely doing anything like what grand canyon is accusing me of when I have the Social Security Administration backing me and says otherwise. U.S. Department of Education has no problems with this and considers this a violation of my civil rights. All this is a punishment for me having a disability.
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 Regional Director of Operations Brett M[redacted] and, based on that review, GCU has determined that Ms. [redacted] complaint requires...
further action. This determination is based on the following information:Upon review, it was determined that Ms. [redacted] account was handled with a lack of customer service and that she did not receive a response from GGU for the appeal which she submitted on August 6, 2010. Therefore, in order to rectify this situation and provide proper customer service GCU is processing a write off on Ms. [redacted] account for the total balance of $1,810.04. This will bring her amount owed to GCU to a zero balance. Once this write off is processed the amount will also be removed from Ms. [redacted] credit and she will be placed in good standing. On April 12, 2016 Teresa P[redacted], Student Services Manager, spoke with Ms. [redacted] and informed her of 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/actions will bring this matter to a satisfactory conclusion. Sincerely,Brett M[redacted]College of BusinessGrand Canyon University
Dear Revdex.com,Grand Canyon University (“GCU”) is in receipt of Ms. [redacted] complaint and we value the opportunity to respond. The issue has been reviewed by the Traditional Campus Division and, based on that review, GCU has determined that Ms. [redacted] complaint was appropriately resolved. This determination is based on the following information:Ms. [redacted] received an email on November 4, 2015 with an invoice showing her tuition cost as well as the Learning Management (LMS) Fee. This is exactly what the student has requested. Her initial request, for GCU to include the LMS fee on her second course, would be fraudulent as this charge is only associated with her first course. Please see attachment with confirmation that this invoice was sent to the student. 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]Assistant Vice PresidentGrand Canyon University
Grand Canyon University (“GCU”) is in receipt of Ms. [redacted]-[redacted]’s complaint and we value the opportunity to respond. The issue has been reviewed by the College of Education-[redacted] and, based on that review, GCU has determined that Ms. [redacted]-[redacted]’s complaint was...
appropriately resolved. This determination is based on the following information:Ms. [redacted]-[redacted] enrolled with Grand Canyon University on 6/16/14. Prior to enrolling with GCU Ms. [redacted]-[redacted] had multiple conversations with her enrollment counselor [redacted] dating back to 5/24/14. [redacted] assisted the student with completing the application to apply with GCU as well as explained the steps to complete her financial aid paperwork including, FAFSA, MPN and EI. These are the documents required by all students who wish to take out federal financial aid, including student loans. Both the Master Promissory Note and Entrance Interview explain the details of the types of loans available to students and the MPN explains the repayment terms and conditions of paying the student loans back upon withdrawing or graduation from any university. On 6/13/15, student service advisor Ashley [redacted] completed a financial and academic welcome call with Ms. [redacted]-[redacted] where multiple policies and procedures were discussed. This conversation was three days prior to Ms. [redacted]-[redacted] starting her first class (6/16/14). During this welcome call the student was advised to what grants and loans she would be eligible for based on the information input into her FAFSA application. Upon completion of the welcome call Ms. [redacted] sent Ms. [redacted]-[redacted] a follow up email with a breakdown of the details of their conversation including information on Federal Student Aid and Responsible borrowing to ensure that the student takes out the least amount of loan debt possible. During the welcome call Ms. [redacted]-[redacted] did request to take out the maximum amount of student loans for her degree. Ms. [redacted]-[redacted] did receive a stipend check in the amount of $87 which was excess funding from her unsubsidized student loan. After detailed review of Ms. [redacted]-[redacted]’s account it has been determined that the student was notified prior to starting her program that she would be taking out student loans. This was communicated to her on 6/13/14 in her welcome call as well as listed in her welcome call email follow up. In addition, Ms. [redacted]-[redacted] completed the Master Promissory Note and Entrance Interview advising her on the obligations of taking out student loans. Additional emails documenting this communication between the student and the student service advisor can be provided if necessary. At this time Grand Canyon University will not return any student loans on Ms. [redacted]-[redacted]’s behalf because she requested the maximum loan amounts, attended three classes with GCU and successfully completed two of these classes while using Federal Financial Aid. Ms. [redacted]-[redacted] is required to pay these loans back to the Department of Education upon her withdrawal or graduation. Ms. [redacted]-[redacted] currently has a zero balance with the University and there are no pending disbursements on her account. 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
I do not accept the GCU response to my complaint for the following reasons:1) Mr. Ash mentioned 5 attempts to contact me. He did not mention the lack of response to my emails, phone calls, and refusal to allow me to speak directly with the financial aid office. 2) On July 20, 2017 when financial aid was discussed GCU had already been invoicing me not only the class I was talking but a future class. 3) After receiving no information about the status of the financial aid, on July 27, 2017, I received information that on July 26, 2017 GCU had received and posted a Pell Grant in the amount of $2,907.00 and two student loans in the amount of $1,732.00 and $532.00. As soon as I was aware of this I contacted Erica and requested that the school cancel and return the grant and loans to the Dept. of Education. (Copy of email was forwarded separately)4) There appears to be a system in place of pressuring students to rush through the registration process and then timing information where the student is past the date for responding and cancelling. 5) When initial costs where discussed with me, they discussed only total costs and not specific costs of classes. 6) At no time was I told that I could not withdraw before completing three classes. 7) Mr. [redacted] state that as of July 21, 2017 GCU had not brought in any financial aid for me. Why would they accept financial aid (grants and loans) after I requested to withdraw? 8) The practices of GCU are deceptive and have created significant financial consequences without my full understanding. Sincerely,[redacted]
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
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]
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], [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
I have confirmed with the [redacted] Department of Education that they NEVER accepted Special Education Framework 529 N course to their education requirements. The course that they accept is 526 SPED Educating Diverse Learners for meeting the Special Education Prerequisite requirement. You are welcomed to get further information about this from [redacted], Licensure Specialist, ###-###-#### I sent over a letter from came from the [redacted] of Education stating what course they would accept. I know several students that went to GCU from 2012 onward that had to take another course just to even get a provisional license in the [redacted] because the [redacted] of Education DOES NOT accept 529N. I have two co-workers that had to pay additional money to meet the [redacted] of Education requirement just to even get a provisional license. I sent documents verifying what I claimed to Dr[redacted] and never heard back. I along with other former students related this program had issues with the 529N acceptance which led to other issues with gaining a Special Education Credential in the State of Virginia. I sent several emails to Dr[redacted] and members of the student services team and haven't heard back. If you have been hired to teach Special Education and you have never held a Virginia Special Education Teaching License you will need to go through the initial license process to be issued a 5-year renewable license if you have met all requirements for licensure or a 3- year non-renewable Special Education Provisional License if you hold at least a Bachelors degree and you have completed and passed the Intro to Special Education Students/Characteristics and Legal Aspects of Special Education course(s). Again 529N has never met this requirement. (Introduction to Special Education) course through [redacted] University– which meets the Virginia
requirement for provisional licensure in special education – this one course at [redacted] University allows for a provisional license. The 529N doesn't cover the same topics. There is courses from [redacted] University or [redacted] University that meets the requirements. I want GCU give me a scholarship to finish out my program. I shouldn't have to pay for additional courses. What is the harm to help me finish out my degree? GCU has already failed me as an institution.
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 of College of Nursing and Healthcare Professions – Jennifer G[redacted] and, based on that review, GCU...
has determined that Ms. [redacted] complaint requires further action. This determination is based on the following information:On October 13, 2016, Ms. [redacted] began course BIO-550. On November 29, 2016 Student Services Counselor Desiree S[redacted] called Ms. [redacted] regarding her lack of posting into her course. Ms. [redacted] informed Ms. S[redacted] that she had emergency surgery and Ms. S[redacted] advised Ms. [redacted] to contact her instructor to see if she could get extra time to complete her class assignments since she was only one week away from finishing the course. Ms. S[redacted] then received another alert that Ms. [redacted] still hadn’t posted in class yet as of December 7, 2016 which was the last day of class. Ms. S[redacted] called Ms. [redacted] but was unable to reach her. On December 14, 2016 Ms. S[redacted] was finally able to reach Ms. [redacted] and they discussed that Ms. [redacted] had finished the course with a failed grade instead of an incomplete. Ms. S[redacted] advised Ms. [redacted] to reach out to her instructor again. On December 15, 2016, Ms. [redacted] sent an email to Ms. S[redacted] informing her that the instructor had allowed her to turn in her assignments in order to receive an Incomplete rather than a grade of F. However, GCU records there was no activity anywhere in the classroom by Ms. [redacted] after November 23, 2016. In fact GCU records indicate that on December 1, 2016 Ms. [redacted] instructor posted a message to Ms. [redacted] in the Individual Classroom Forum informing her that this would be the last week of class and asking her to review all of her previously issued grades and scores and to let him know if she found any deficiencies or errors and to try to complete this by the Saturday of Week 8 of the class. Further he informed Ms. [redacted] that he would be available throughout the week and the following week if she had any issues which she would like to address. However, GCU can find no records which indicate that Ms. [redacted] ever responded. As a result of Ms. [redacted] lack of attendance on December 27, 2016, GCU was required to complete a return of financial aid funds and return $2,908 to Ms. [redacted] lender. This caused a balance of $908 on her account. However, on January 1, 2017 GCU completed a write off in the amount of $908 in order to provide Ms. [redacted] a one-time courtesy to allow her get back on track with her education. On January 19, 2017 Ms. [redacted] attempted course BIO550 for the second time. Her financial aid paid for a portion of her course retake. However; an unpaid balance in the amount of $1,091 remained on Ms. [redacted] account which she was responsible for. On January 25, 2017 Ms. [redacted] spoke with Ms. S[redacted] and discussed dropping the course again. However, since dropping the course would create a greater balance on Ms. [redacted] account and she would only have one more attempt to pass the course, Ms. [redacted] decided to stay in class. On February 6, 2017 Ms. [redacted] spoke with Ms. S[redacted] and voiced her concern about the difference of grading between her first BIO550 instructor and her current BIO550 instructor. Ms. S[redacted] submitted a faculty specialty ticket which would prompt a review of the classroom. However, Ms. [redacted] stopped posting on February 8, 2017 and on February 10, 2017 she sent email communication to Ms. S[redacted] indicating that she wanted to withdraw from her BIO550 class and retake it yet again. On February 17, 2017 GCU sent Ms. [redacted] an email informing her that she was being placed on notice as her GPA had dropped below the graduate GPA requirement of 3.0. Further, Ms. [redacted] was informed her that if she was unable to raise her GPA during the “On Notice” period, she would be academically disqualified for a period of 15 weeks. On February 23, 2017 Ms. [redacted] attempted to complete course BIO550 for her third time and was able to successfully complete the course on April 19, 2017 with a B+. On March 14, 2017, Student Services Counselor Ben M[redacted] spoke to Ms. [redacted] regarding her above mentioned balance and Ms. [redacted] informed Ms. M[redacted] that she had discussed a plan with her former counselor to roll her account balance to her second financial aid disbursement period. On April 27, 2017 Ms. [redacted] started her next course; HCA-620 which was still in her first payment period of the academic year. However, on April 29, 2017 Ms. [redacted] stopped posting into this course. On May 9, 2017 Ms. [redacted] spoke with Student Services Counselor Ben M[redacted] and said she wanted to drop the class and did not know when she wanted to return. Ms. [redacted] said she was aware of the previous unpaid balance that was still on her account and acknowledged that she would also be responsible for 25% of the cost of her current class. As a result of Ms. [redacted] withdraw, it created a $1,694.17 balance on her account. GCU attempted to contact Ms. [redacted] eight times between May 17, 2017 and June 23, 2017 regarding her account balance. On June 28, 2017 Mr. M[redacted] finally spoke with Ms. [redacted] and offered her a payment plan and informed her that her account was in jeopardy of being sent to internal collections for nonpayment. During this call Ms. [redacted] voiced her concern that she was never offered the military discount.In regards to Ms. [redacted] concern regarding a military discount, on May 5, 2015 she completed an enrollment application and next to the U.S. military status, she selected non-applicable. However, on May 26, 2016, Ms. [redacted] informed Student Services Counselor Leah P[redacted] that she was a member of the National Guard. Ms. [redacted] should have been eligible at the start of her next course for GCU’s military discount as any eligible military discount takes effect in the first payment period after active duty status is disclosed. The discount provides active duty military personnel a $400 reduction in tuition per credit hour for a master’s level degree and waives the cost of Canyon Connect fees. Additionally, the discount should also have been applied to Ms. [redacted] following three classes. During GCU’s review of Ms. [redacted] complaint it was discovered that this discount had not been applied to the four courses which Ms. [redacted] completed after she disclosed her military status. GCU would like to apologize for any confusion this has caused Ms. [redacted]. In addition as we like to serve the best interests of our students we have applied a $1,695 credit to Ms. [redacted] account which brings her account to a zero balance.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,Jennifer G[redacted]Regional Director of OperationsGrand 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 the Regional Director of Operations, Ian Flores 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] dropped her NUR-502 course on April 23, 2016 which was a Saturday during week 2 of her class. Per the GCU drop policy that was reviewed with Ms. [redacted] on April 13, 2016 during her Welcome Call with Student Services Advisor Alicia L[redacted], Ms. [redacted] was charged 100% of the tuition charges. Additionally Ms. [redacted] signed her Enrollment Agreement on March 12, 2016. By signing her Enrollment Agreement, Ms. [redacted] acknowledged her understanding of the Drop\Refund Policy (which is detailed on the Enrollment Agreement) and that she had access to all GCU policies located in the University Policy Handbook at the website www.gcu.edu to include the refund policy. In addition to the above information, I reviewed the phone conversation between Ms. [redacted] and Ms. L[redacted] which took place on April 13, 2016, and can confirm that all policies and procedures were addresses and discussed during the phone call. In the beginning of the call, Ms. L[redacted] explained her role in the student cycle and that she would be handling Ms. [redacted] finances and academics. Ms. L[redacted] advised that Ms. [redacted] could always call and speak with her Enrollment Counselor Tara P[redacted] but that Ms. L[redacted] would be handling everything moving forward and Ms. [redacted] was understanding during this conversation. Throughout the beginning of the phone conversation, Ms. [redacted] specifically stated, “I do not need a Walk to Class, as I have taken online courses before and am familiar with the set up.” Ms. L[redacted] verified if Ms. [redacted] had an appointment set up with Ms. P[redacted] to complete the Walk to Class. Ms. [redacted] stated she did and missed the phone call, but there was no need to reschedule the call because Ms. [redacted] felt comfortable with starting. Ms. [redacted] only stated she had questions about her Financial Aid, which Ms. L[redacted] addressed and answered. The total length of the Welcome Call with Ms. L[redacted] was nineteen minutes, and during the sixteenth minute of the call, Ms. L[redacted] fully discussed the Drop Policy detailing each aspect of the policy (which is also detailed on the above mentioned Enrollment Agreement that Ms. [redacted] signed on March 12, 2016). As for the deductions Ms. [redacted] received for the assignment mentioned in her complaint, her assignment was deducted ten percent for going over the word count. Her instructor posted an announcement prior to the start of the week with the exact phasing: “There is a word count for this assignment. (10% deduction if you are under of over the word count – word count only includes the content of the paper, does not include the title and reference page.” It was also confirmed that Ms. [redacted] submitted her first assignment on April 21, 2016 which was one day after the due date, resulting in an additional ten percent deduction for the assignment. Ms. [redacted] was offered a chance to retake the course at no charge to her. Ms. [redacted] was also informed that she could receive a thorough Walk to Class prior to beginning the course retake to ensure there would be no confusion. However, Ms. [redacted] rejected this offer. Ms. [redacted] does have a $2,400 balance owed to GCU for withdrawing from her first course which includes $2,000 in tuition charges and $400 in Learning Management Fees. On May 31, 2016 her account was placed with GCU’s Collections Department. Ms. [redacted] can contact them at ###-###-#### to discuss payment. 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[redacted], Regional Director of OperationsCollege of Nursing and Health Care ProfessionsGrand 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.
Regards,
[redacted]
Dear Revdex.com,Grand Canyon University (“GCU”) is in receipt of Ms. [redacted] rebuttal comments and we value the opportunity to respond. The issue has been reviewed by the Regional Director of Operations, Kenneth A** 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] had been advised that the Office of Field Experience will continue to assist her in finding a site. She is requesting a plan of action should she not find a site. The requirements for Ms. [redacted] degree include a practicum, the plan is to continue assisting her to the best of our ability until she has an approved practicum site. Ms. [redacted] has been concerned with possible program changes to her degree, to this we have advised her that she will only need to complete practicum. There is no other course of action than to continue working on locating a practicum site. In regards to the Canyon Connect fee that is associated with the courses in Ms. [redacted] program, she was advised appropriately and in a timely manner concerning this fee. On September 25, 2013, she spoke with her Student Service Advisor, Albert C[redacted] and he explained the cost and fees of the program. Ms. [redacted] then began the program on November 7, 2013. Per the Grand Canyon University Student Policy handbook which Ms. [redacted] acknowledged she had access to (and which all students have access to) when she signed her enrollment agreement, the Canyon Connect fee is assessed as follows:“Any course where digital materials are provided will be charged the course materials fee. Digital course materials include but are not limited to, simulations, multimedia content, eBooks and/or custom created content. Some courses will include electronic textbooks for which students will be charged a Canyon Connect fee.” 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**Regional Director of 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 College of Education’s 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] started with Grand Canyon University as a Master’s level student which requires 2.8 GPA or higher for full acceptance into the program. The University’s policy states that any student who enters a master’s program with less than 2.8 GPA will be accepted with specifications. Master’s students must have a 3.0 unweighted GPA after completion of their first 8 credits otherwise they are dismissed from the University for 12 months.Ms. [redacted] GCU record indicates that after successful completion of her 8th credit she did not have the 3.0 unweighted GPA to be accepted to the University. Her unweighted GPA was 2.9 which is what caused her dismissal. The University’s recommendation is that Ms. [redacted] file a University appeal to dispute her dismissal. Until an appeal is filed the University’s policy stands with regards to Ms. [redacted] dismissal. Ms. [redacted] assigned Student Service Advisor Maria E[redacted] spoke with Ms. [redacted] on the phone on 5/19/16 and explained why she was dismissed. Ms. [redacted] stated she would check on why her transcript from her previous school did not have her GPA listed. Additionally, after the call Ms. E[redacted] emailed Ms. [redacted] the information to file an appeal and recommended that Ms. [redacted] do so. However as of today, Ms. [redacted] has not submitted that appeal. If Ms. [redacted] would like to submit an appeal she can complete the attached document and submit it to [email protected]. 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
I remember specifically explaining to Jesse over the phone after the first incident about how I need for the FASFA information and student aid to go through because this is what I rely on in order to continue my education besides taking out student loans. As mentioned in the response, yes, I am aware of the primary and secondary methods of payments which I have not had an issue with prior and has been taken into action before, but this was never an option on these two occasions. I was under the impression of the verification process that I was "selected" for, however I did keep my advisor in the loop of what was going on with the entire process since my father had filed numerous extensions for the tax return in question. Why couldn't the balance that is owed be taken out of my student loans? In addition, I received a call from Daniel D[redacted] Tuesday the 8th conveniently after I had filed a complaint with the Revdex.com 4 days prior. In addition to the dates that are being addressed in the response, those being, January 28, 2016; February 4, 2016; February 12, 2016; February 19, 2016 and February 26, 2016, I checked my email to validate the dates but I am not seeing any emails from anyone from GCU regarding these incidents on alleged dates. The voicemail's that I had also received were on January 5th, January 6th and January 22nd. I had attempted as well to contact Jesse via phone call after I got off work since I work a odd shift and never received phone calls back. I don't know if the messages did not go through or not as well. If I plan to pay off this bill in total in order to receive my transcripts, what types of loans will I have to take out? I have tried to take out numerous loans but since you are a private university the policy is different. I want to solve this issue as soon and smoothly as possible so that I can continue my education else where.
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 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] started her program with Grand Canyon University on September 28th, 2015. Two days later Ms. [redacted] contacted her student service advisor Catherine C[redacted] requesting to drop because she received communication that she was accepted into a different program through her work. The Ms. [redacted] requested to withdraw after posting into her class the first week which placed her in the 25% refund period. Grand Canyon University’s refund policy would require that Ms. [redacted] be responsible for the full $925 balance based on her attendance in her class. Ms. [redacted] contacted Grand Canyon University again after the initial Revdex.com response was submitted and stated that she found out she was not eligible for the new program that was offered to her through her work. At this time Ms. [redacted] had already officially withdrawn from GCU but has since asked to return to GCU. We have approved for her to return as of November 2nd, 2015. At this time the university will only offer to waive the 25% tuition that was previously charged as long as Ms. [redacted] completes the retake of the previously withdrawn class. The total amount eligible to be waived is ($440) and Ms. [redacted] will be responsible for the remaining balance of $485 because the LMS fee and Canyon Connect fees are non-refundable. This balance can be paid out of pocket by Ms. [redacted] or through the use of her future available financial aid funding upon her return to the university. If Ms. [redacted] chooses not to return she would be responsible for the $925 balance in full and due immediately. At this time, the university feels that this offer is more than reasonable based on Ms. [redacted] current situation. Mr. N[redacted] is in the process of contacting Ms. [redacted] to explain this to her voice to voice and to answer any questions she may have. 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
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, Ian Flores, 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] enrolled with GCU starting in December of 2014. She completed her first payment period and moved into her second payment period starting on May 18, 2015. Ms. [redacted] Title IV funds posted to her account and covered the entire cost of her second payment period. Ms. [redacted] completed her first course of her second payment period and began course two on July 6, 2015 (BIO-220). Ms. [redacted] then decided to withdraw from the course on July 13, 2015 which would be in week two of the course. Per GCU Drop Policy (Page 86 of Policy Handbook):The University will refund tuition according to the following policy unless a student attending courses online is a resident of a state that requires the University to follow different guidelines. These state policies are listed in the State Refund Policies section of this handbook. Refer to the Official Enrollment Status Change section of the University Policy Handbook for a complete explanation of the University’s Withdrawal Policy. Nontraditional Students Students who drop/withdraw from a course/all courses are eligible for the following refund: Before Week 1................................................ 100% tuition refund During Week 1 ................................................. 75% tuition refund During or after Week 2 ................................................... No refund Therefore Ms. [redacted] is responsible for the full cost of her course based on her time posting into her BIO-220 course.In addition to the above information, once Ms. [redacted] withdrew from her course, the Office of Financial Aid was required to calculate a Return of Title IV funds, which in-turn required GCU to send back any financial aid Ms. [redacted] had not earned for her payment period. Ms. [redacted] received a $3,471.15 stipend check on June 8, 2015 after all her course tuition and fees were covered. However, when Ms. [redacted] fell out of attendance the Office of Financial Aid returned $2,968 in Unsubsidized loans and $611 of Subsidized loans back to her lender which created the $1,753.05 balance which Ms. [redacted] currently owes to GCU. Ms. [redacted] did not meet the requirements needed to earn her financial aid including the stipend which she received.In regards to the $5.00 transcript fee, the fee was applied correctly to the request and the $5.00 payment was not applied towards Ms. [redacted] current balance owed to GCU. The $5 transcript fee was processed on July 21, 2015 and a copy of Ms. [redacted] official transcripts were mailed to Stockton University, per Ms. [redacted] request. Per GCU records, Ms. [redacted] file at GCU has been handled appropriately and correctly per GCU policies and the Department of Education. We will continue to work with Ms. [redacted] if she wishes to return back to GCU to complete her degree.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], Regional Director of OperationsCollege of Nursing and Healthcare ProfessionalsGrand Canyon University
I have recordings of my conversations with every individual states in their response. At no time did any of them advise me that I would owe more than $3000 in fees. Since GCU is refusing to cooperate, I guess we will take the matter up in court at a later date. I also will be advising as many people as I can to not attend this university.Sincerely,[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.As stated in my first...
response, when enrolling in classes, I was told that my previous courses would transfer. i was put in classes that were already taken. then further into my academics at GCU, I enrolled in a few classes and prior to the time frame I asked to be removed from a couple because the course load was to many. No matter how many calls were made, there was NEVER a straight answer as to why I was removed from classes in a timely manner, never the same person, always being told they would have to look into it. I completed the courses that I chose to stay enrolled in and do not feel I should be held responsible for negligence on the school not withdrawing when specifically asked to do so prior to deadline. If the deadlines cant be kept by the school, and no one knows what is going on how do you justify holding me responsible for fees ??? All I want is this matter cleared up and my transcripts released.
Regards,
[redacted]
Grand Canyon University is straight up lieing. I didn't purposely wait for anything. I am disability social security. During this monitoring period with my student loan discharge, social security has at several times re-examine me for continued disability benefits. I was sent to their doctors and based on the medical evidence during this period. I was found to be disabled still within the social security guidelines. You call them today. Social Security will say that I am disabled by their definition. The family medical doctor a general practice medical doctor states that I am able to work at least part time or less. Even social security allows this to people who are disabled. So, no one can say that I am purposely doing anything like what grand canyon is accusing me of when I have the Social Security Administration backing me and says otherwise. U.S. Department of Education has no problems with this and considers this a violation of my civil rights. All this is a punishment for me having a disability.
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 Regional Director of Operations Brett M[redacted] and, based on that review, GCU has determined that Ms. [redacted] complaint requires...
further action. This determination is based on the following information:Upon review, it was determined that Ms. [redacted] account was handled with a lack of customer service and that she did not receive a response from GGU for the appeal which she submitted on August 6, 2010. Therefore, in order to rectify this situation and provide proper customer service GCU is processing a write off on Ms. [redacted] account for the total balance of $1,810.04. This will bring her amount owed to GCU to a zero balance. Once this write off is processed the amount will also be removed from Ms. [redacted] credit and she will be placed in good standing. On April 12, 2016 Teresa P[redacted], Student Services Manager, spoke with Ms. [redacted] and informed her of 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/actions will bring this matter to a satisfactory conclusion. Sincerely,Brett M[redacted]College of BusinessGrand Canyon University
Dear Revdex.com,Grand Canyon University (“GCU”) is in receipt of Ms. [redacted] complaint and we value the opportunity to respond. The issue has been reviewed by the Traditional Campus Division and, based on that review, GCU has determined that Ms. [redacted] complaint was appropriately resolved. This determination is based on the following information:Ms. [redacted] received an email on November 4, 2015 with an invoice showing her tuition cost as well as the Learning Management (LMS) Fee. This is exactly what the student has requested. Her initial request, for GCU to include the LMS fee on her second course, would be fraudulent as this charge is only associated with her first course. Please see attachment with confirmation that this invoice was sent to the student. 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]Assistant Vice PresidentGrand Canyon University
Grand Canyon University (“GCU”) is in receipt of Ms. [redacted]-[redacted]’s complaint and we value the opportunity to respond. The issue has been reviewed by the College of Education-[redacted] and, based on that review, GCU has determined that Ms. [redacted]-[redacted]’s complaint was...
appropriately resolved. This determination is based on the following information:Ms. [redacted]-[redacted] enrolled with Grand Canyon University on 6/16/14. Prior to enrolling with GCU Ms. [redacted]-[redacted] had multiple conversations with her enrollment counselor [redacted] dating back to 5/24/14. [redacted] assisted the student with completing the application to apply with GCU as well as explained the steps to complete her financial aid paperwork including, FAFSA, MPN and EI. These are the documents required by all students who wish to take out federal financial aid, including student loans. Both the Master Promissory Note and Entrance Interview explain the details of the types of loans available to students and the MPN explains the repayment terms and conditions of paying the student loans back upon withdrawing or graduation from any university. On 6/13/15, student service advisor Ashley [redacted] completed a financial and academic welcome call with Ms. [redacted]-[redacted] where multiple policies and procedures were discussed. This conversation was three days prior to Ms. [redacted]-[redacted] starting her first class (6/16/14). During this welcome call the student was advised to what grants and loans she would be eligible for based on the information input into her FAFSA application. Upon completion of the welcome call Ms. [redacted] sent Ms. [redacted]-[redacted] a follow up email with a breakdown of the details of their conversation including information on Federal Student Aid and Responsible borrowing to ensure that the student takes out the least amount of loan debt possible. During the welcome call Ms. [redacted]-[redacted] did request to take out the maximum amount of student loans for her degree. Ms. [redacted]-[redacted] did receive a stipend check in the amount of $87 which was excess funding from her unsubsidized student loan. After detailed review of Ms. [redacted]-[redacted]’s account it has been determined that the student was notified prior to starting her program that she would be taking out student loans. This was communicated to her on 6/13/14 in her welcome call as well as listed in her welcome call email follow up. In addition, Ms. [redacted]-[redacted] completed the Master Promissory Note and Entrance Interview advising her on the obligations of taking out student loans. Additional emails documenting this communication between the student and the student service advisor can be provided if necessary. At this time Grand Canyon University will not return any student loans on Ms. [redacted]-[redacted]’s behalf because she requested the maximum loan amounts, attended three classes with GCU and successfully completed two of these classes while using Federal Financial Aid. Ms. [redacted]-[redacted] is required to pay these loans back to the Department of Education upon her withdrawal or graduation. Ms. [redacted]-[redacted] currently has a zero balance with the University and there are no pending disbursements on her account. 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
I do not accept the GCU response to my complaint for the following reasons:1) Mr. Ash mentioned 5 attempts to contact me. He did not mention the lack of response to my emails, phone calls, and refusal to allow me to speak directly with the financial aid office. 2) On July 20, 2017 when financial aid was discussed GCU had already been invoicing me not only the class I was talking but a future class. 3) After receiving no information about the status of the financial aid, on July 27, 2017, I received information that on July 26, 2017 GCU had received and posted a Pell Grant in the amount of $2,907.00 and two student loans in the amount of $1,732.00 and $532.00. As soon as I was aware of this I contacted Erica and requested that the school cancel and return the grant and loans to the Dept. of Education. (Copy of email was forwarded separately)4) There appears to be a system in place of pressuring students to rush through the registration process and then timing information where the student is past the date for responding and cancelling. 5) When initial costs where discussed with me, they discussed only total costs and not specific costs of classes. 6) At no time was I told that I could not withdraw before completing three classes. 7) Mr. [redacted] state that as of July 21, 2017 GCU had not brought in any financial aid for me. Why would they accept financial aid (grants and loans) after I requested to withdraw? 8) The practices of GCU are deceptive and have created significant financial consequences without my full understanding. Sincerely,[redacted]
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
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]
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], [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
I have confirmed with the [redacted] Department of Education that they NEVER accepted Special Education Framework 529 N course to their education requirements. The course that they accept is 526 SPED Educating Diverse Learners for meeting the Special Education Prerequisite requirement. You are welcomed to get further information about this from [redacted], Licensure Specialist, ###-###-#### I sent over a letter from came from the [redacted] of Education stating what course they would accept. I know several students that went to GCU from 2012 onward that had to take another course just to even get a provisional license in the [redacted] because the [redacted] of Education DOES NOT accept 529N. I have two co-workers that had to pay additional money to meet the [redacted] of Education requirement just to even get a provisional license. I sent documents verifying what I claimed to Dr[redacted] and never heard back. I along with other former students related this program had issues with the 529N acceptance which led to other issues with gaining a Special Education Credential in the State of Virginia. I sent several emails to Dr[redacted] and members of the student services team and haven't heard back. If you have been hired to teach Special Education and you have never held a Virginia Special Education Teaching License you will need to go through the initial license process to be issued a 5-year renewable license if you have met all requirements for licensure or a 3- year non-renewable Special Education Provisional License if you hold at least a Bachelors degree and you have completed and passed the Intro to Special Education Students/Characteristics and Legal Aspects of Special Education course(s). Again 529N has never met this requirement. (Introduction to Special Education) course through [redacted] University– which meets the Virginia
requirement for provisional licensure in special education – this one course at [redacted] University allows for a provisional license. The 529N doesn't cover the same topics. There is courses from [redacted] University or [redacted] University that meets the requirements. I want GCU give me a scholarship to finish out my program. I shouldn't have to pay for additional courses. What is the harm to help me finish out my degree? GCU has already failed me as an institution.
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 of College of Nursing and Healthcare Professions – Jennifer G[redacted] and, based on that review, GCU...
has determined that Ms. [redacted] complaint requires further action. This determination is based on the following information:On October 13, 2016, Ms. [redacted] began course BIO-550. On November 29, 2016 Student Services Counselor Desiree S[redacted] called Ms. [redacted] regarding her lack of posting into her course. Ms. [redacted] informed Ms. S[redacted] that she had emergency surgery and Ms. S[redacted] advised Ms. [redacted] to contact her instructor to see if she could get extra time to complete her class assignments since she was only one week away from finishing the course. Ms. S[redacted] then received another alert that Ms. [redacted] still hadn’t posted in class yet as of December 7, 2016 which was the last day of class. Ms. S[redacted] called Ms. [redacted] but was unable to reach her. On December 14, 2016 Ms. S[redacted] was finally able to reach Ms. [redacted] and they discussed that Ms. [redacted] had finished the course with a failed grade instead of an incomplete. Ms. S[redacted] advised Ms. [redacted] to reach out to her instructor again. On December 15, 2016, Ms. [redacted] sent an email to Ms. S[redacted] informing her that the instructor had allowed her to turn in her assignments in order to receive an Incomplete rather than a grade of F. However, GCU records there was no activity anywhere in the classroom by Ms. [redacted] after November 23, 2016. In fact GCU records indicate that on December 1, 2016 Ms. [redacted] instructor posted a message to Ms. [redacted] in the Individual Classroom Forum informing her that this would be the last week of class and asking her to review all of her previously issued grades and scores and to let him know if she found any deficiencies or errors and to try to complete this by the Saturday of Week 8 of the class. Further he informed Ms. [redacted] that he would be available throughout the week and the following week if she had any issues which she would like to address. However, GCU can find no records which indicate that Ms. [redacted] ever responded. As a result of Ms. [redacted] lack of attendance on December 27, 2016, GCU was required to complete a return of financial aid funds and return $2,908 to Ms. [redacted] lender. This caused a balance of $908 on her account. However, on January 1, 2017 GCU completed a write off in the amount of $908 in order to provide Ms. [redacted] a one-time courtesy to allow her get back on track with her education. On January 19, 2017 Ms. [redacted] attempted course BIO550 for the second time. Her financial aid paid for a portion of her course retake. However; an unpaid balance in the amount of $1,091 remained on Ms. [redacted] account which she was responsible for. On January 25, 2017 Ms. [redacted] spoke with Ms. S[redacted] and discussed dropping the course again. However, since dropping the course would create a greater balance on Ms. [redacted] account and she would only have one more attempt to pass the course, Ms. [redacted] decided to stay in class. On February 6, 2017 Ms. [redacted] spoke with Ms. S[redacted] and voiced her concern about the difference of grading between her first BIO550 instructor and her current BIO550 instructor. Ms. S[redacted] submitted a faculty specialty ticket which would prompt a review of the classroom. However, Ms. [redacted] stopped posting on February 8, 2017 and on February 10, 2017 she sent email communication to Ms. S[redacted] indicating that she wanted to withdraw from her BIO550 class and retake it yet again. On February 17, 2017 GCU sent Ms. [redacted] an email informing her that she was being placed on notice as her GPA had dropped below the graduate GPA requirement of 3.0. Further, Ms. [redacted] was informed her that if she was unable to raise her GPA during the “On Notice” period, she would be academically disqualified for a period of 15 weeks. On February 23, 2017 Ms. [redacted] attempted to complete course BIO550 for her third time and was able to successfully complete the course on April 19, 2017 with a B+. On March 14, 2017, Student Services Counselor Ben M[redacted] spoke to Ms. [redacted] regarding her above mentioned balance and Ms. [redacted] informed Ms. M[redacted] that she had discussed a plan with her former counselor to roll her account balance to her second financial aid disbursement period. On April 27, 2017 Ms. [redacted] started her next course; HCA-620 which was still in her first payment period of the academic year. However, on April 29, 2017 Ms. [redacted] stopped posting into this course. On May 9, 2017 Ms. [redacted] spoke with Student Services Counselor Ben M[redacted] and said she wanted to drop the class and did not know when she wanted to return. Ms. [redacted] said she was aware of the previous unpaid balance that was still on her account and acknowledged that she would also be responsible for 25% of the cost of her current class. As a result of Ms. [redacted] withdraw, it created a $1,694.17 balance on her account. GCU attempted to contact Ms. [redacted] eight times between May 17, 2017 and June 23, 2017 regarding her account balance. On June 28, 2017 Mr. M[redacted] finally spoke with Ms. [redacted] and offered her a payment plan and informed her that her account was in jeopardy of being sent to internal collections for nonpayment. During this call Ms. [redacted] voiced her concern that she was never offered the military discount.In regards to Ms. [redacted] concern regarding a military discount, on May 5, 2015 she completed an enrollment application and next to the U.S. military status, she selected non-applicable. However, on May 26, 2016, Ms. [redacted] informed Student Services Counselor Leah P[redacted] that she was a member of the National Guard. Ms. [redacted] should have been eligible at the start of her next course for GCU’s military discount as any eligible military discount takes effect in the first payment period after active duty status is disclosed. The discount provides active duty military personnel a $400 reduction in tuition per credit hour for a master’s level degree and waives the cost of Canyon Connect fees. Additionally, the discount should also have been applied to Ms. [redacted] following three classes. During GCU’s review of Ms. [redacted] complaint it was discovered that this discount had not been applied to the four courses which Ms. [redacted] completed after she disclosed her military status. GCU would like to apologize for any confusion this has caused Ms. [redacted]. In addition as we like to serve the best interests of our students we have applied a $1,695 credit to Ms. [redacted] account which brings her account to a zero balance.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,Jennifer G[redacted]Regional Director of OperationsGrand 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 the Regional Director of Operations, Ian Flores 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] dropped her NUR-502 course on April 23, 2016 which was a Saturday during week 2 of her class. Per the GCU drop policy that was reviewed with Ms. [redacted] on April 13, 2016 during her Welcome Call with Student Services Advisor Alicia L[redacted], Ms. [redacted] was charged 100% of the tuition charges. Additionally Ms. [redacted] signed her Enrollment Agreement on March 12, 2016. By signing her Enrollment Agreement, Ms. [redacted] acknowledged her understanding of the Drop\Refund Policy (which is detailed on the Enrollment Agreement) and that she had access to all GCU policies located in the University Policy Handbook at the website www.gcu.edu to include the refund policy. In addition to the above information, I reviewed the phone conversation between Ms. [redacted] and Ms. L[redacted] which took place on April 13, 2016, and can confirm that all policies and procedures were addresses and discussed during the phone call. In the beginning of the call, Ms. L[redacted] explained her role in the student cycle and that she would be handling Ms. [redacted] finances and academics. Ms. L[redacted] advised that Ms. [redacted] could always call and speak with her Enrollment Counselor Tara P[redacted] but that Ms. L[redacted] would be handling everything moving forward and Ms. [redacted] was understanding during this conversation. Throughout the beginning of the phone conversation, Ms. [redacted] specifically stated, “I do not need a Walk to Class, as I have taken online courses before and am familiar with the set up.” Ms. L[redacted] verified if Ms. [redacted] had an appointment set up with Ms. P[redacted] to complete the Walk to Class. Ms. [redacted] stated she did and missed the phone call, but there was no need to reschedule the call because Ms. [redacted] felt comfortable with starting. Ms. [redacted] only stated she had questions about her Financial Aid, which Ms. L[redacted] addressed and answered. The total length of the Welcome Call with Ms. L[redacted] was nineteen minutes, and during the sixteenth minute of the call, Ms. L[redacted] fully discussed the Drop Policy detailing each aspect of the policy (which is also detailed on the above mentioned Enrollment Agreement that Ms. [redacted] signed on March 12, 2016). As for the deductions Ms. [redacted] received for the assignment mentioned in her complaint, her assignment was deducted ten percent for going over the word count. Her instructor posted an announcement prior to the start of the week with the exact phasing: “There is a word count for this assignment. (10% deduction if you are under of over the word count – word count only includes the content of the paper, does not include the title and reference page.” It was also confirmed that Ms. [redacted] submitted her first assignment on April 21, 2016 which was one day after the due date, resulting in an additional ten percent deduction for the assignment. Ms. [redacted] was offered a chance to retake the course at no charge to her. Ms. [redacted] was also informed that she could receive a thorough Walk to Class prior to beginning the course retake to ensure there would be no confusion. However, Ms. [redacted] rejected this offer. Ms. [redacted] does have a $2,400 balance owed to GCU for withdrawing from her first course which includes $2,000 in tuition charges and $400 in Learning Management Fees. On May 31, 2016 her account was placed with GCU’s Collections Department. Ms. [redacted] can contact them at ###-###-#### to discuss payment. 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[redacted], Regional Director of OperationsCollege of Nursing and Health Care ProfessionsGrand 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.
Regards,
[redacted]