Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Dear Revdex.com,Grand Canyon University (GCU) is in receipt of Ms. [redacted] complaint and we value the opportunity to respond. The issue has been reviewed by the Regional Director of Operations, [redacted] 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] was a student at Grand Canyon University from June 23, 2014 through August 8, 2014. During this time she enrolled in one course. She attended through the course and earned a non-passing grade. Her financial aid funds were processed with the Department of Education according to approved process times and posted to her account. Because she did attend GCU throughout the first course, according to Department of Education regulations, the majority of the funds were returned to the lender after she ceased her attendance. The return of these funds resulted in the balance of $846.50. After many months of voicemails and emails going unreturned, GCU did not have any recourse to resolve the balance owed. Her account was sent to our Internal Collections Department. After additional months of contact efforts, her account was sent to an external agency. Any balances owed on an account will prevent a student from printing transcripts. This will be allowed once the balance has been resolved. 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 BusinessGrand Canyon University
Dear Revdex.com,Grand Canyon University (“GCU”) is in receipt of Mr. [redacted] complaint and we value the opportunity to respond. The issue has been reviewed by Nancy P[redacted], the Executive Director of Student Services College of Doctoral Studies, and based on that review, GCU has determined that...
Mr. [redacted] complaint was appropriately resolved. This determination is based on the following information:Mr. [redacted] began coursework at Grand Canyon University (GCU) on January 21, 2016 in the Doctor of Education in Organizational Leadership with an emphasis in Higher Education Leadership Program. While in his second course in this program, he decided to change majors to that of Doctor of Philosophy in Psychology with an emphasis in Cognition and Instruction and began coursework in that program on July 7, 2016. This is a major programmatic change in academic focus. Prior to starting class, Mr. [redacted] signed an Enrollment Agreement (for both programs) one on 12/21/15 (EdD) and on 6/10/16 (PhD) each of which outlined all courses in the programs and also outlined GCU’s tuition refund policy and informed Mr. [redacted] that programs may be updated at the University’s discretion. GCU revises and discontinues programs from time to time to make sure we offer our students the most up to date education possible. Updating programs is an important element that allows GCU to keep each program current to both societal and economic demands and is not a feature unique to GCU. By signing his enrollment agreement, Mr. [redacted] acknowledged his understanding of this information. Further, Mr. [redacted] acknowledged his understanding that he had access to the University Policy Handbook and his understanding that he could receive the most up-to-date information regarding degree program admission and completion requirements, program objectives, schedule of tuition and fees and all university policies including cancellation and refund policies. In addition to the above information, Mr. [redacted] was not charged for an extra course. He completed four courses then took an approved leave of absence between December 21, 2016 and February 2, 2017. His Student Services Counselor (SSC), Sarah D[redacted], was in communication with Mr. [redacted] on January 24, 2017 to confirm his return to class on February 2, 2017 and to discuss the timing of charging tuition for his next course; PSY820 Cognitive Science. Mr. [redacted] advised that he would in fact return to class on February 2, 2017 and GCU should charge his account on February 14, 2017. Mr. [redacted] is a cash paying student. GCU’s policy for learners using the Cash Method of Payment is that tuition is due in full at least 7-10 days prior to the start of class. However, to accommodate Mr. [redacted] situation, GCU allowed a late payment without penalty as we have a sound history with Mr. [redacted] as a learner. GCU charged Mr. [redacted] tuition on February 15, 2017 for his above mentioned PSY820 course which began on February 2, 2017 per his instruction. On February 27, 2017, Mr. [redacted] contacted Ms. D[redacted] to advise that his mother also made a payment toward his course. Upon notice, Ms. D[redacted] immediately submitted the appropriate documentation to refund the extra tuition payment, and that refund was completed by GCU’s Accounting team on February 28, 2017. Mr. [redacted] began his PSY820 course on February 2, 2017 and posted regularly in this class up through March 3, 2017 when he submitted a request to withdraw from the course as well as completely withdraw from the University. Both requests have been honored. Mr. [redacted] received a grade of W in his PSY820 course that began on February 2, 2017, and his request to completely withdraw from GCU has been processed. Since Mr. [redacted] posted in class well beyond GCU’s published refund policy, GCU will not honor his request to completely refund the tuition for his PSY820 course in which he actively posted attendance. He remains responsible for the full cost of tuition for that course. All future courses have been removed from his schedule.Finally, GCU properly reports required data to the Integrated Postsecondary Education Data System (IPEDS) as outlined by federal requirements and is in compliance with those terms. Further, GCU (nor any higher education entity) cannot disburse federal student aid to learners who are in active default. This statement made by Mr. [redacted] is inaccurate. GCU takes student complaints very seriously and does everything it can to resolve them in an amicable manner. I hope the aforementioned information/actions will bring this matter to a satisfactory conclusion. Sincerely,Nancy R. P[redacted]College of Doctoral StudiesGrand Canyon University
Is it possible to have the Veteran Benefits listed on the website along with all the other aid? I have no way of knowing anyting regarding my VA benefits on the student portal. When I look on my Veterans Affairs ebenefits portal it says that I am certified for this semester. I have received my...
monthly stifend so I am not understanding why GCU claims to have not.
Grand
Canyon University (“GCU”) is in receipt of [redacted] complaint and we
value the opportunity to respond. The issue has been reviewed by the
Business Division – Brett M[redacted] and, based on that review, GCU has determined
that [redacted] complaint was appropriately resolved....
This determination is
based on the following information:Unfortunately,
[redacted] was improperly advised by her Teacher Education Specialist in regards
to her student teaching course. [redacted]
was not completing the EDTPA certification path and therefore, did not need to
take the first 8 weeks of her current course.
As a result and per [redacted]’s request, GCU has agreed to write off half
the cost of this course and would like to apologize for any inconvenience this
has caused [redacted]. On October 25, 2016
Student Services Manager, Tammy S[redacted] emailed [redacted] and informer 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.
Dear Revdex.com,Grand Canyon University (“GCU”) is in receipt of [redacted] rebuttal complaint and we value the opportunity to respond. The issue has been reviewed by [redacted], Dean of the College of Doctoral Studies, and based on that review, GCU has determined that Mr. [redacted] complaint was appropriately resolved. This determination is based on the following information:GCU is unable to determine which two courses Mr. [redacted] is referring to in the above referenced complaint without actual course numbers. However, GCU records indicate that he took his first RES course in 2011, his second RES course in 2012 and his third RES course in 2013. All of these RES courses discussed research methodology in some manner, as do the RSD Residency courses, so it is unclear which courses are of concern. Additionally two courses would not have cost Mr. [redacted] $9000 as GCU’s non-residency doctoral program courses cost $1890 per course; $630 per credit. This price per credit hour puts GCU in the lower range of doctoral programs available to students who need the flexibility of an online modality. 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]DeanCollege of Doctoral StudiesGrand Canyon University
Dear Revdex.com,Grand Canyon University (“GCU”) is in receipt of Ms[redacted] rebuttal complaint and we value the opportunity to respond. The issue has been reviewed by Chris K[redacted], the Regional Director of Operations for the College of Theology and, based on that review, GCU has determined that Ms. [redacted] complaint was appropriately resolved. This determination is based on the following information:As explained on a phone call on 11-9-2016 between [redacted] and myself, GCU is exercising its right to deny awarding Ms. [redacted] federal loans under section 479 A(c) of the Higher Education Act. Due. This Title IV denial means she is still be able to receive any Pell grant funds she is eligible for, just not new loans. Further, GCU is not denying her enrollment, admission or any institutional benefits that are commensurate with being a student with GCU. GCU has reviewed the timeline of events and has exercised its ability to deny Title IV funds due to the fact that it appears that Ms. [redacted] may have purposefully waited the 3 years to become recertified by a physician to avoid repayment of prior Title IV loans, GCU has made the decision that granting more Federal Aid to Ms. [redacted] does not uphold the intent of the accommodation received, nor does it uphold the premise of responsible borrowing. In the time since our call, [redacted] has been in contact with her University Counselor to see her Net Price Calculator to show all of the amounts that may be due, has had information corresponded relating to the credits and time remaining with a schedule of classes that has been sent and has had exchanges with her counselor regarding payment arrangements outside of Title IV loans.GCU takes student complaints very seriously and does everything it can to resolve them in an amicable manner. I hope the aforementioned information/actions will bring this matter to a satisfactory conclusion. Sincerely,Chris K[redacted]College of Theology | Grand Canyon Theological SeminaryGrand Canyon University
Dear Revdex.com,Grand Canyon University (“GCU”) is in receipt of Ms. [redacted] complaint and we value the opportunity to respond. The issue has been reviewed by the 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] requested and received an invoice with her first course tuition. She submitted this to her employer, even though it did not include the Learning Management System (LMS) fee that she is disputing. GCU has spoken with Ms. [redacted] since then and have offered to send her a new invoice with tuition and LMS fee listed. She is not satisfied with this because she has already submitted her first course for reimbursement through her employer. She is requesting that GCU change its accounting practices and have the LMS fee listed as a second course charge and GCU cannot do so. We are willing and able to send her an invoice for the first course that includes tuition and LMS fee. It is the student’s responsibility to work out the reimbursement dispute with her employer, as GCU cannot control their policies. 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,Reggie AlfonsoAssistant Vice PresidentGrand Canyon University
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 again been reviewed by the Regional Director of Operations, [redacted] and, based on that review, GCU has determined that Ms. [redacted] complaint was appropriately resolved. This determination is based on the following information:GCU appreciates the chance to readdress Ms. [redacted] complaint. However, the previous response submitted by GCU is still valid and GCU stands by this response. Thank you for the opportunity to address the complaint. 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 BusinessGrand Canyon University
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 Business, Regional Director of Operations Jordan J[redacted] and, based on that review, GCU has determined that [redacted]...
[redacted] complaint was appropriately resolved. This determination is based on the following information:Ms. [redacted] claim that GCU failed to provide the remaining course needed for her to complete her degree in a reasonable timeframe is false. In short, Ms. [redacted] herself is the reason for the delay due to her decision to wait until another Instructor is teaching the course. GCU in no way caused this delay in Ms. [redacted] progress. Rather, GCU simply accommodated Ms. [redacted] request and removed her from her [redacted] course which she was scheduled to start on February 15, 2017. Ms. [redacted] was scheduled to begin [redacted]; the final course of her program on February 15, 2018 – immediately following the completion of her [redacted] course which ended on February 14, 2018. However, on February 14, 2017; the day prior to the start of her final course; Ms. [redacted] said she wanted to wait and take the course when another Instructor is teaching it. She indicated the reason for this was because the Instructor teaching the course was the same one who taught a previous course that she had attended and subsequently withdrew from. On February 28, 2018 Heidi V[redacted], Director of College of Humanities Arts and Social Sciences, spoke with Ms. [redacted] and informed her that the next [redacted] course is scheduled for March 29, 2018. Further Ms. V[redacted] said she would work with GCU’s Faculty Services to find out which Instructor will be teaching that course. Ms. V[redacted] informed Ms. [redacted] that GCU could submit a Faculty Ticket regarding her Instructor complaint (this will be addressed further below). She also informed her that she would need to provide documents such as emails and class screen shots in support of her complaint. As well Ms. V[redacted] informed Ms. [redacted] that she could submit an appeal regarding class availability. Student Services Manager Amanda [redacted] also spoke with Ms. [redacted] on this date and informed her that she would also work with GCU’s Faculty Services to determine which Instructor will be teaching the course.Next, it is Ms. [redacted] 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. On February 28, 2018 a Faculty Specialist Inquiry was submitted regarding Ms. [redacted] Instructor complaint. On March 1, 2018 GCU completed an inquiry into Ms. [redacted] June 1, 2017 JUS515 classroom and was unable to find any evidence that the Instructor used an inappropriate tone or provided unsubstantive feedback to Ms. [redacted]. Currently an Instructor has not yet been assigned to the March 29, 2018 [redacted] class. This information will not be determined until closer to the class date. GCU should have an update on the Instructor assignment approximately one week prior to the start of the course – hopefully no later than March 23, 2017. Also, assignment will be based on several factors to include instructor contracts, availability and willingness to accept the assignment. Additionally, Ms. V[redacted] and Ms. [redacted] will work University Faculty Services to see if the [redacted] course can be scheduled on a different date with a different instructor in the event the same Instructor is assigned to the March 29, 2019 [redacted] course. However, scheduling and assignment will be based on several factors to include student/teacher ratio (number of students to support the course) and instructor contracts, availability and willingness to accept additional classes. Although GCU has been working to accommodate Ms. [redacted], it appears she believes that GCU should schedule a class specifically for her. On March 5, 2018 Ms. [redacted] spoke with Ms. [redacted] and Ms. [redacted] indicated that if GCU is not able to accommodate her she is going to transfer to a different school. Ms. [redacted] said she was sorry Ms. [redacted] felt that way but advised her that GCU is trying its best to accommodate her request. Furthermore, while Ms. [redacted] is welcome to request changes to her schedule, her request was made without any regard to availability and scheduled course start dates – all of which determine every GCU student’s course schedule. As stated herein, GCU will offer [redacted] with a different instructor if/when one is available. However, GCU is unable to make any promises or guarantees on if/when that will occur. Ms. [redacted] will contact Ms. [redacted] once the Instructor has been assigned to the March 29, 2018 [redacted] course. In the meantime, if Ms. [redacted] has any questions or further concerns, she is welcome to reach out to Ms. [redacted]. GCU takes student complaints very seriously and does everything it can to resolve them in an amicable manner. To reiterate, GCU in no way caused any a delays in Ms. [redacted] program and any delays were due to her own requests. I hope the aforementioned information/actions will bring this matter to a satisfactory conclusion. Sincerely,Jordan J[redacted]Regional Director of OperationsCollege 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 Regional Director of Operations, Jordan J[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 January 31, 2017 Student Services Manager Daniela R[redacted] and Ms. [redacted] discussed the difficulty in her recent course, ACC/502 which began on January 5, 2017. During this call Ms. R[redacted] explained that if Ms. [redacted] withdrew from the course without completing the course successfully, a return to title IV calculation would be required. After the calculation, there could arise a balance as a result of receiving financial aid, including the stipend in the amount of $1,590.00 that Ms. [redacted] received, if she did not fully earn the financial aid that had been awarded on October 4, 2016. On February 6, 2017 Ms. [redacted] withdrew from her course and as a result GCU was required to complete a return of funds to Ms. [redacted] lender.Subsequently, Student Services Manager Dan Prefontaine felt it appropriate to continue seeking resolution with Ms. [redacted] and see if we would be able to help her return to her studies and be successful.On February 9, 2017 Mr. Prefontaine discussed with Ms. [redacted] the possibility of resolving her concerns by ensuring she returned to class within the next 30 days. Ms. [redacted] agreed she would be able to return to class, and be successful in March of 2017. Mr. Prefontaine advised Ms. [redacted] that GCU would be able to offer a tuition credit, provided she successfully completed her current payment period by returning to class and successfully completing her next course. This credit would resolve Ms. [redacted] outstanding balance of tuition which resulted from her withdrawal of course ACC/502.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[redacted], RDOCollege of BusinessGrand Canyon University
Grand Canyon University claims it has been making attempts to push through my financial aid to have it processed, which is a poor description of the attempt made on their part. I am three weeks away from ending my final class at the institution, and still nothing has been processed since my student aid was submitted April 20, 2015. Each and every time I desperately call to have the situation settled, I am forwarded to my Student Services Advisor's voicemail. I leave a voicemail, which continues to be unreturned, and then choose to speak to her manager. I continue to be forwarded to her manager's voicemail, which is also left unreturned. When I choose to be forwarded to someone else and ask for the manager, I am told she is in a meeting. I am given the meeting excuse every single day I call, with no one returning my voicemails. I have left two voicemails for Dan B[redacted], Director of Operations, with no contact from him as well. I have no doubt in my mind that Grand Canyon University will drag this out for the remaining three weeks of my final class, and withhold my transcripts, leaving me unable to transfer to another college. Their actions have led me to gather phone records and email records, a small claims suit will be filed. I am appalled that any institution claiming Christian ethics and care for their students would treat anyone this way.
Dear Revdex.com,Grand Canyon University (“GCU”) is in receipt of Ms. [redacted] complaint and we value the opportunity to respond. The issue has been reviewed by the Executive Director of Student Services from the College of Doctoral Studies, Nancy P[redacted] and, based on that review, GCU has...
determined that Ms. [redacted] complaint was appropriately resolved. This determination is based on the following information:Ms. [redacted] began a continuation course (DIS-975) with GCU on January 28, 2016 and paid for this course in advance of the class start date. Her complaint is correct in that this course was erroneously removed from her schedule. However, it was an unusual technical error which was corrected immediately upon being brought to GCU’s attention. Per GCU records, on the morning of Ms. [redacted] course start date, January 28, 2016; she notified her Dissertation Student Services Advisor Terila J[redacted] of her inability to gain access to the course. Upon receiving Ms. [redacted] email at the start of her shift that morning, Ms. J[redacted] responded immediately to Ms. [redacted] and informed her that she was working on a resolution to have the issue resolved. Ms. [redacted] replied and thanked Ms. J[redacted] for being on top of it. The issue was resolved that same day within a few hours and Ms. J[redacted] notified Ms. [redacted] immediately that class room access had been restored. Thus, Ms. [redacted] was still provided the opportunity to participate in the course on her first day of class.In regards to Ms. [redacted] allegations of unprofessional interactions with her dissertation chair and committee, GCU records indicate that Ms. [redacted] submitted four separate complaints on March 6, 2015; July 9, 2014; July 24, 2014 and April 6, 2015 citing difficulty reaching her dissertation chair in her first complaint and untimely feedback by her dissertation chair in the following three complaints. Separate independent investigations were conducted by GCU to research Ms. [redacted] claims that included in-depth review of classroom participation, system activity, and email interactions between Ms. [redacted] and the committee. However, all four investigations revealed that the committee responded to Ms. [redacted] within the published service agreement timeframes established by the college. Therefore, all four separate investigations determined that Ms. [redacted] complaints were unsubstantiated. Grand Canyon University values the diverse opinions of terminal degree prepared committee members and their part in the learner’s dissertation journey. Feedback is offered to assist the learner in publishing scholarly level work that adds new information to the existing body of knowledge for their chosen topic. The process is extensive and a great part of that journey is the scholarly collaboration between the learner and the committee members. In September 2015, Ms. [redacted] was approved to begin data collection for her dissertation study. This is a critical milestone toward her degree completion and we applaud her on this accomplishment.At this time, all specific allegations submitted by Ms. [redacted] have been researched and unsubstantiated. The matter relative to the course removal was corrected the same day and within several hours of being brought to the attention of Ms. [redacted] Dissertation Student Services Advisor. If Ms. [redacted] has a specific matter that she believes to be unresolved, we welcome the opportunity to review that item and quickly bring it to closure. GCU takes student complaints very seriously and does everything it can to resolve them in an amicable manner. I hope the aforementioned information/actions will bring this matter to a satisfactory conclusion. Sincerely,Nancy R. P[redacted]Executive DirectorCollege of Doctoral StudiesGrand Canyon University
Dear Revdex.com,Grand Canyon University (“GCU”) is in receipt of Mr. [redacted] complaint and we value the opportunity to respond. The issue has been reviewed by the College of Doctoral Studies (CDS) and, based on that review, GCU has determined that Mr. [redacted] complaint requires further...
action. This determination is based on the following information:Mr. [redacted] was previously working with Dr. S[redacted] as his dissertation chair. While initially Dr. S[redacted] was meeting CDS expectations for our faculty as of October of 2015, she did begin to demonstrate deficiency in the classroom as the courses moved onward. Mr. [redacted] last course with Dr. S[redacted] ended on 1/25/2017 and on that date he spoke with a Research Specialist (RS) in CDS about his concerns regarding her poor feedback and engagement. The RS began an investigation into the classroom and after several days it was determined that a chair change would be the best outcome. CDS did not want to put Mr. [redacted] back into class with Dr. S[redacted], so he was advised to wait out of class until a new chair could be located. This process can take between 4 and 7 days as CDS reaches out to faculty with the appropriate skill and availability to see if they will accept a new learner. On 2/13/2017 a new chair was found. There was a slight miscommunication between the RS team and the scheduling team, which meant that Mr. [redacted] wasn’t put back into class with the new chair until 2/23/2017. He was in no way billed for his time out of class. Following GCU policy, Mr. [redacted] was advised to submit an Academic Dissertation Appeal to recover some of the money spent during his time with Dr. S[redacted]. At this point there was an oversight in the appeals process, as the individual appeal was not connected with the larger ongoing investigation of concerns with Dr. S[redacted]. This first level appeal awarded Mr. [redacted] a one (1) credit scholarship for what happened in the course ending on 1/25/2017 but did not take into account what had occurred in the courses prior to that.In addition, while new chairs do need some time to get up to speed with a new learner, as dissertation research is extensive and a large amount of reading is involved, it appears as though it took from 2/23/2017 until 4/3/2017 for Mr. [redacted] to receive substantial feedback from his new chair. This information came in after the original appeal ruling, which was on 3/7/2017.Given the information from the expanded investigation into Dr. S[redacted], and the longer than desired prep time of his new chair, CDS would like to extend an apology to Mr. [redacted] as well as an additional four (4) credits of scholarship, for a total of five (5). 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,Michael B[redacted], EdDDeanCollege of Doctoral StudiesGrand Canyon University
Dear Revdex.com,Grand Canyon University (“GCU”) is in receipt of Mr. [redacted] complaint and we value the opportunity to respond. The issue has been reviewed by Associate Vice President, Jaime L[redacted] and, based on that review, GCU has determined that Mr. [redacted] complaint was appropriately...
resolved. This determination is based on the following information:Mr. [redacted] started an MBA program with GCU on 11/26/15. His first course was UNV-504, in which he successfully passed the course and earned 2 credits. Financial aid funds posted to Mr. [redacted] account on 12/4/15 and once applied to his account balance, a stipend in the amount of $2,019.33 for the remaining amount was mailed out to Mr. [redacted] on 12/10/15. His second course was MGT-605 that began on 1/07/17, in which a failing grade was earned by Mr. [redacted] and therefore zero credits were earned. Mr. [redacted] fell inactive after this course and sat out for a period of 3 months. Per federal financial aid guidelines a return of funds for his financial aid was calculated and returned to Mr. [redacted] lender, which resulted in a balance on his account in the amount of $1,122.11. Mr. [redacted] then returned to class on 6/30/16 and re-took MGT-605, in where the funds that had been returned to the lender were able to be returned to his account. However, Mr. [redacted] received another F in the re-take of MGT-605 and fell inactive again. Upon falling out of attendance, another return to lender was calculated and processed, which resulted in a balance on Mr. [redacted] account in the amount of $2,648.28. In Academic Year 1, Payment Period 1, Mr. [redacted] only ended up earning 2 credits out of the 10 credits he attempted, therefore since he didn’t earn all of his funding, it has resulted in a balance on his account in the amount of $2,648.28. The total institutional cost for Academic Year 1, Payment Period 1 starting on 11/26/15 was $5,908.95. Mr. [redacted] was disbursed $7,493.00. Once the return for funds was calculated by our Office of Financial Aid, it was determined Mr. [redacted] earned $4,136.14. Therefore a return was completed in the amount of $3,356.86 ($2,648 which is due to the school and $709 that is due from Mr. [redacted]). The $709 is the portion of unearned funds that were sent to Mr. [redacted] in the form of a stipend on 12/10/15.Our counseling and management staff reached out to Mr. [redacted] multiple times over the course of a few months in efforts to speak with him about the balance and put a plan in place to resolve the balance and continue with his program of study. Unfortunately, all of these attempts were not responded to and therefore Mr. [redacted] account was transitioned to GCU’s internal collections department. However, since receiving this compliant, we have attempted to reach out to Mr. [redacted] again in efforts to further explain the balance and answer any questions he may have. In addition to reaching out via telephone, on March 2, 2017 GCU emailed Mr. [redacted] and provided him a copy of his loan history which included a breakdown of the above information. Mr. [redacted] responded and stated that he preferred to communicate via email and had some questions. GCU is in the process of responding to Mr. [redacted] questions via email per his request. We have been more than willing to work with Mr. [redacted] to further explain his account balance, as well as discuss a plan that would allow him to resolve the balance and finish his program. Although Mr. [redacted] indicated he would like to communicate via email, he is welcome to contact Student Service Manager, Becca D[redacted] at ###-###-#### in order to discuss his balance and a plan to resolve his balance and complete his program. Otherwise GCU will continue to communicate with Mr. [redacted] via email per his 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,Jaime L[redacted]COE- Southeast Division Grand Canyon University
Dear Revdex.com,Grand Canyon University (“GCU”) is in receipt of Ms. [redacted] complaint and we value the opportunity to respond. The issue has been reviewed by Mid Atlantic Regional Director – Steve M[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] concern is that a 2016/2017 Pell disbursement was not cancelled in the Common Origination and Disbursement (COD) system following her withdrawal from classes at GCU. Ms. [redacted] was awarded her Pell disbursement for Academic Year 3, Payment Period 2, however she ceased attendance prior to the payment period beginning. Therefore, the Pell award was cancelled, however due to a processing error the actual scheduled disbursement remained in COD which kept her new school from being able to award it. However, I have confirmed that as of March 7, 2017 all pending disbursements for Ms. [redacted] in both loans and Pell have been cancelled, and Ms. [redacted] new school should now be able to award full funding. Student Services Manager Mike Patterson has left Ms. [redacted] several voicemail messages asking her to confirm with her new school that they are seeing the available funding. However, to date, Ms. [redacted] has been unresponsive to GCU attempts to contact her and confirm.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,Steve M[redacted]College of Education – Mid Atlantic Grand Canyon University
Dear Revdex.com,Grand
Canyon University (“GCU”) is in receipt of Mr. [redacted]’s complaint and we value
the opportunity to respond. The issue has been reviewed by Student
Services Manager Adrian R[redacted] and, based on that review, GCU has determined that
Mr. [redacted]’s complaint was appropriately resolved....
This determination is based on
the following information:Mr. [redacted]’s financial aid
posted on 8/28/2017 and a stipend check for the remaining amount was issued and
placed in the mail to his attention on 9/6/2017. On 09/17/2017 GCU was informed
by Mr. [redacted] that he never received the stipend check. Therefore, on 09/28/2017 GCU put a stop
payment on the check and reissued it to Mr. [redacted] on 10/3/2017. On 10/19/2017 Mr. [redacted] spoke
with GCU again and informed Student Services Manager Adrian R[redacted] that he still had
not received the stipend check. At that
time Mr. R[redacted] explained GCU’s 21 day stop payment waiting period. However, Mr. R[redacted] reached out to GCU’s Accounting
Department to request an exception to the policy and it was approved that same
day. On 10/23/2017 the stop payment was
processed and GCU was able to reissue the check and mail it overnight via FedEx
to the address on file for Mr. [redacted] at no fee. The FedEx Tracking number is [redacted].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.
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 Operation, Mat W[redacted], and, based on that review, GCU has determined that Ms. [redacted]...
complaint was appropriately resolved. Ms. [redacted] received the full amount of financial aid and grants that she is eligible for as a dependent student. She was also offered two scholarships from GCU for the time she attended GCU. At the end of Ms. [redacted] first payment period of the academic year on 6/21/16, she was sent a stipend of the overage of financial aid in the amount of $864. Any excess funds on an account for financial aid cannot stay on the account with GCU; they must be sent to the student in a stipend check. However, the student does have the opportunity to return the excess funds to the lender. During the second payment period, Ms. [redacted] completed only two classes with GCU. Since she did not complete the requirements for the academic year, funds in the amount of $1,389.96 were returned to the lender. No unused funding was retained by GCU. Ms. [redacted] is currently eligible for a new Academic year of funding. If Ms. [redacted] needs to pay out of pocket for another school then it is because the tuition and fees at the other school exceed what she is eligible for as a dependent student. The return of funds from GCU does not impact what Ms. [redacted] is eligible for in financial aid. Ms. [redacted] completed six classes with GCU, with the final two grades being a D and an F. Most accredited universities will only accept transfer credits from other Universities that are at least a C or better. As such, only four classes would be eligible for transfer. It is up to the new University as to which courses it will accept and whether it will fit into the program Ms. [redacted] is pursuing. 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,Mat W[redacted]Regional Director of OperationsGrand Canyon University
The response given to me by Grand Canyon University is general information that can be found on any financial aide website. It does not address what was presented to me by a Grand Canyon University representative. Specific claims of debt forgiveness in conjunction with the school district I work for were presented to me.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Please see GCU's original response as there was no new issue to address in the rebuttal comment.
Dear Revdex.com,Grand Canyon University (GCU) is in receipt of Ms. [redacted] complaint and we value the opportunity to respond. The issue has been reviewed by the Regional Director of Operations, [redacted] 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] was a student at Grand Canyon University from June 23, 2014 through August 8, 2014. During this time she enrolled in one course. She attended through the course and earned a non-passing grade. Her financial aid funds were processed with the Department of Education according to approved process times and posted to her account. Because she did attend GCU throughout the first course, according to Department of Education regulations, the majority of the funds were returned to the lender after she ceased her attendance. The return of these funds resulted in the balance of $846.50. After many months of voicemails and emails going unreturned, GCU did not have any recourse to resolve the balance owed. Her account was sent to our Internal Collections Department. After additional months of contact efforts, her account was sent to an external agency. Any balances owed on an account will prevent a student from printing transcripts. This will be allowed once the balance has been resolved. 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 BusinessGrand Canyon University
Dear Revdex.com,Grand Canyon University (“GCU”) is in receipt of Mr. [redacted] complaint and we value the opportunity to respond. The issue has been reviewed by Nancy P[redacted], the Executive Director of Student Services College of Doctoral Studies, and based on that review, GCU has determined that...
Mr. [redacted] complaint was appropriately resolved. This determination is based on the following information:Mr. [redacted] began coursework at Grand Canyon University (GCU) on January 21, 2016 in the Doctor of Education in Organizational Leadership with an emphasis in Higher Education Leadership Program. While in his second course in this program, he decided to change majors to that of Doctor of Philosophy in Psychology with an emphasis in Cognition and Instruction and began coursework in that program on July 7, 2016. This is a major programmatic change in academic focus. Prior to starting class, Mr. [redacted] signed an Enrollment Agreement (for both programs) one on 12/21/15 (EdD) and on 6/10/16 (PhD) each of which outlined all courses in the programs and also outlined GCU’s tuition refund policy and informed Mr. [redacted] that programs may be updated at the University’s discretion. GCU revises and discontinues programs from time to time to make sure we offer our students the most up to date education possible. Updating programs is an important element that allows GCU to keep each program current to both societal and economic demands and is not a feature unique to GCU. By signing his enrollment agreement, Mr. [redacted] acknowledged his understanding of this information. Further, Mr. [redacted] acknowledged his understanding that he had access to the University Policy Handbook and his understanding that he could receive the most up-to-date information regarding degree program admission and completion requirements, program objectives, schedule of tuition and fees and all university policies including cancellation and refund policies. In addition to the above information, Mr. [redacted] was not charged for an extra course. He completed four courses then took an approved leave of absence between December 21, 2016 and February 2, 2017. His Student Services Counselor (SSC), Sarah D[redacted], was in communication with Mr. [redacted] on January 24, 2017 to confirm his return to class on February 2, 2017 and to discuss the timing of charging tuition for his next course; PSY820 Cognitive Science. Mr. [redacted] advised that he would in fact return to class on February 2, 2017 and GCU should charge his account on February 14, 2017. Mr. [redacted] is a cash paying student. GCU’s policy for learners using the Cash Method of Payment is that tuition is due in full at least 7-10 days prior to the start of class. However, to accommodate Mr. [redacted] situation, GCU allowed a late payment without penalty as we have a sound history with Mr. [redacted] as a learner. GCU charged Mr. [redacted] tuition on February 15, 2017 for his above mentioned PSY820 course which began on February 2, 2017 per his instruction. On February 27, 2017, Mr. [redacted] contacted Ms. D[redacted] to advise that his mother also made a payment toward his course. Upon notice, Ms. D[redacted] immediately submitted the appropriate documentation to refund the extra tuition payment, and that refund was completed by GCU’s Accounting team on February 28, 2017. Mr. [redacted] began his PSY820 course on February 2, 2017 and posted regularly in this class up through March 3, 2017 when he submitted a request to withdraw from the course as well as completely withdraw from the University. Both requests have been honored. Mr. [redacted] received a grade of W in his PSY820 course that began on February 2, 2017, and his request to completely withdraw from GCU has been processed. Since Mr. [redacted] posted in class well beyond GCU’s published refund policy, GCU will not honor his request to completely refund the tuition for his PSY820 course in which he actively posted attendance. He remains responsible for the full cost of tuition for that course. All future courses have been removed from his schedule.Finally, GCU properly reports required data to the Integrated Postsecondary Education Data System (IPEDS) as outlined by federal requirements and is in compliance with those terms. Further, GCU (nor any higher education entity) cannot disburse federal student aid to learners who are in active default. This statement made by Mr. [redacted] is inaccurate. GCU takes student complaints very seriously and does everything it can to resolve them in an amicable manner. I hope the aforementioned information/actions will bring this matter to a satisfactory conclusion. Sincerely,Nancy R. P[redacted]College of Doctoral StudiesGrand Canyon University
Is it possible to have the Veteran Benefits listed on the website along with all the other aid? I have no way of knowing anyting regarding my VA benefits on the student portal. When I look on my Veterans Affairs ebenefits portal it says that I am certified for this semester. I have received my...
monthly stifend so I am not understanding why GCU claims to have not.
Grand
Canyon University (“GCU”) is in receipt of [redacted] complaint and we
value the opportunity to respond. The issue has been reviewed by the
Business Division – Brett M[redacted] and, based on that review, GCU has determined
that [redacted] complaint was appropriately resolved....
This determination is
based on the following information:Unfortunately,
[redacted] was improperly advised by her Teacher Education Specialist in regards
to her student teaching course. [redacted]
was not completing the EDTPA certification path and therefore, did not need to
take the first 8 weeks of her current course.
As a result and per [redacted]’s request, GCU has agreed to write off half
the cost of this course and would like to apologize for any inconvenience this
has caused [redacted]. On October 25, 2016
Student Services Manager, Tammy S[redacted] emailed [redacted] and informer 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.
Dear Revdex.com,Grand Canyon University (“GCU”) is in receipt of [redacted] rebuttal complaint and we value the opportunity to respond. The issue has been reviewed by [redacted], Dean of the College of Doctoral Studies, and based on that review, GCU has determined that Mr. [redacted] complaint was appropriately resolved. This determination is based on the following information:GCU is unable to determine which two courses Mr. [redacted] is referring to in the above referenced complaint without actual course numbers. However, GCU records indicate that he took his first RES course in 2011, his second RES course in 2012 and his third RES course in 2013. All of these RES courses discussed research methodology in some manner, as do the RSD Residency courses, so it is unclear which courses are of concern. Additionally two courses would not have cost Mr. [redacted] $9000 as GCU’s non-residency doctoral program courses cost $1890 per course; $630 per credit. This price per credit hour puts GCU in the lower range of doctoral programs available to students who need the flexibility of an online modality. 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]DeanCollege of Doctoral StudiesGrand Canyon University
Dear Revdex.com,Grand Canyon University (“GCU”) is in receipt of Ms[redacted] rebuttal complaint and we value the opportunity to respond. The issue has been reviewed by Chris K[redacted], the Regional Director of Operations for the College of Theology and, based on that review, GCU has determined that Ms. [redacted] complaint was appropriately resolved. This determination is based on the following information:As explained on a phone call on 11-9-2016 between [redacted] and myself, GCU is exercising its right to deny awarding Ms. [redacted] federal loans under section 479 A(c) of the Higher Education Act. Due. This Title IV denial means she is still be able to receive any Pell grant funds she is eligible for, just not new loans. Further, GCU is not denying her enrollment, admission or any institutional benefits that are commensurate with being a student with GCU. GCU has reviewed the timeline of events and has exercised its ability to deny Title IV funds due to the fact that it appears that Ms. [redacted] may have purposefully waited the 3 years to become recertified by a physician to avoid repayment of prior Title IV loans, GCU has made the decision that granting more Federal Aid to Ms. [redacted] does not uphold the intent of the accommodation received, nor does it uphold the premise of responsible borrowing. In the time since our call, [redacted] has been in contact with her University Counselor to see her Net Price Calculator to show all of the amounts that may be due, has had information corresponded relating to the credits and time remaining with a schedule of classes that has been sent and has had exchanges with her counselor regarding payment arrangements outside of Title IV loans.GCU takes student complaints very seriously and does everything it can to resolve them in an amicable manner. I hope the aforementioned information/actions will bring this matter to a satisfactory conclusion. Sincerely,Chris K[redacted]College of Theology | Grand Canyon Theological SeminaryGrand Canyon University
Dear Revdex.com,Grand Canyon University (“GCU”) is in receipt of Ms. [redacted] complaint and we value the opportunity to respond. The issue has been reviewed by the 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] requested and received an invoice with her first course tuition. She submitted this to her employer, even though it did not include the Learning Management System (LMS) fee that she is disputing. GCU has spoken with Ms. [redacted] since then and have offered to send her a new invoice with tuition and LMS fee listed. She is not satisfied with this because she has already submitted her first course for reimbursement through her employer. She is requesting that GCU change its accounting practices and have the LMS fee listed as a second course charge and GCU cannot do so. We are willing and able to send her an invoice for the first course that includes tuition and LMS fee. It is the student’s responsibility to work out the reimbursement dispute with her employer, as GCU cannot control their policies. 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,Reggie AlfonsoAssistant Vice PresidentGrand Canyon University
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 again been reviewed by the Regional Director of Operations, [redacted] and, based on that review, GCU has determined that Ms. [redacted] complaint was appropriately resolved. This determination is based on the following information:GCU appreciates the chance to readdress Ms. [redacted] complaint. However, the previous response submitted by GCU is still valid and GCU stands by this response. Thank you for the opportunity to address the complaint. 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 BusinessGrand Canyon University
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 Business, Regional Director of Operations Jordan J[redacted] and, based on that review, GCU has determined that [redacted]...
[redacted] complaint was appropriately resolved. This determination is based on the following information:Ms. [redacted] claim that GCU failed to provide the remaining course needed for her to complete her degree in a reasonable timeframe is false. In short, Ms. [redacted] herself is the reason for the delay due to her decision to wait until another Instructor is teaching the course. GCU in no way caused this delay in Ms. [redacted] progress. Rather, GCU simply accommodated Ms. [redacted] request and removed her from her [redacted] course which she was scheduled to start on February 15, 2017. Ms. [redacted] was scheduled to begin [redacted]; the final course of her program on February 15, 2018 – immediately following the completion of her [redacted] course which ended on February 14, 2018. However, on February 14, 2017; the day prior to the start of her final course; Ms. [redacted] said she wanted to wait and take the course when another Instructor is teaching it. She indicated the reason for this was because the Instructor teaching the course was the same one who taught a previous course that she had attended and subsequently withdrew from. On February 28, 2018 Heidi V[redacted], Director of College of Humanities Arts and Social Sciences, spoke with Ms. [redacted] and informed her that the next [redacted] course is scheduled for March 29, 2018. Further Ms. V[redacted] said she would work with GCU’s Faculty Services to find out which Instructor will be teaching that course. Ms. V[redacted] informed Ms. [redacted] that GCU could submit a Faculty Ticket regarding her Instructor complaint (this will be addressed further below). She also informed her that she would need to provide documents such as emails and class screen shots in support of her complaint. As well Ms. V[redacted] informed Ms. [redacted] that she could submit an appeal regarding class availability. Student Services Manager Amanda [redacted] also spoke with Ms. [redacted] on this date and informed her that she would also work with GCU’s Faculty Services to determine which Instructor will be teaching the course.Next, it is Ms. [redacted] 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. On February 28, 2018 a Faculty Specialist Inquiry was submitted regarding Ms. [redacted] Instructor complaint. On March 1, 2018 GCU completed an inquiry into Ms. [redacted] June 1, 2017 JUS515 classroom and was unable to find any evidence that the Instructor used an inappropriate tone or provided unsubstantive feedback to Ms. [redacted]. Currently an Instructor has not yet been assigned to the March 29, 2018 [redacted] class. This information will not be determined until closer to the class date. GCU should have an update on the Instructor assignment approximately one week prior to the start of the course – hopefully no later than March 23, 2017. Also, assignment will be based on several factors to include instructor contracts, availability and willingness to accept the assignment. Additionally, Ms. V[redacted] and Ms. [redacted] will work University Faculty Services to see if the [redacted] course can be scheduled on a different date with a different instructor in the event the same Instructor is assigned to the March 29, 2019 [redacted] course. However, scheduling and assignment will be based on several factors to include student/teacher ratio (number of students to support the course) and instructor contracts, availability and willingness to accept additional classes. Although GCU has been working to accommodate Ms. [redacted], it appears she believes that GCU should schedule a class specifically for her. On March 5, 2018 Ms. [redacted] spoke with Ms. [redacted] and Ms. [redacted] indicated that if GCU is not able to accommodate her she is going to transfer to a different school. Ms. [redacted] said she was sorry Ms. [redacted] felt that way but advised her that GCU is trying its best to accommodate her request. Furthermore, while Ms. [redacted] is welcome to request changes to her schedule, her request was made without any regard to availability and scheduled course start dates – all of which determine every GCU student’s course schedule. As stated herein, GCU will offer [redacted] with a different instructor if/when one is available. However, GCU is unable to make any promises or guarantees on if/when that will occur. Ms. [redacted] will contact Ms. [redacted] once the Instructor has been assigned to the March 29, 2018 [redacted] course. In the meantime, if Ms. [redacted] has any questions or further concerns, she is welcome to reach out to Ms. [redacted]. GCU takes student complaints very seriously and does everything it can to resolve them in an amicable manner. To reiterate, GCU in no way caused any a delays in Ms. [redacted] program and any delays were due to her own requests. I hope the aforementioned information/actions will bring this matter to a satisfactory conclusion. Sincerely,Jordan J[redacted]Regional Director of OperationsCollege 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 Regional Director of Operations, Jordan J[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 January 31, 2017 Student Services Manager Daniela R[redacted] and Ms. [redacted] discussed the difficulty in her recent course, ACC/502 which began on January 5, 2017. During this call Ms. R[redacted] explained that if Ms. [redacted] withdrew from the course without completing the course successfully, a return to title IV calculation would be required. After the calculation, there could arise a balance as a result of receiving financial aid, including the stipend in the amount of $1,590.00 that Ms. [redacted] received, if she did not fully earn the financial aid that had been awarded on October 4, 2016. On February 6, 2017 Ms. [redacted] withdrew from her course and as a result GCU was required to complete a return of funds to Ms. [redacted] lender.Subsequently, Student Services Manager Dan Prefontaine felt it appropriate to continue seeking resolution with Ms. [redacted] and see if we would be able to help her return to her studies and be successful.On February 9, 2017 Mr. Prefontaine discussed with Ms. [redacted] the possibility of resolving her concerns by ensuring she returned to class within the next 30 days. Ms. [redacted] agreed she would be able to return to class, and be successful in March of 2017. Mr. Prefontaine advised Ms. [redacted] that GCU would be able to offer a tuition credit, provided she successfully completed her current payment period by returning to class and successfully completing her next course. This credit would resolve Ms. [redacted] outstanding balance of tuition which resulted from her withdrawal of course ACC/502.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[redacted], RDOCollege of BusinessGrand Canyon University
Grand Canyon University claims it has been making attempts to push through my financial aid to have it processed, which is a poor description of the attempt made on their part. I am three weeks away from ending my final class at the institution, and still nothing has been processed since my student aid was submitted April 20, 2015. Each and every time I desperately call to have the situation settled, I am forwarded to my Student Services Advisor's voicemail. I leave a voicemail, which continues to be unreturned, and then choose to speak to her manager. I continue to be forwarded to her manager's voicemail, which is also left unreturned. When I choose to be forwarded to someone else and ask for the manager, I am told she is in a meeting. I am given the meeting excuse every single day I call, with no one returning my voicemails. I have left two voicemails for Dan B[redacted], Director of Operations, with no contact from him as well. I have no doubt in my mind that Grand Canyon University will drag this out for the remaining three weeks of my final class, and withhold my transcripts, leaving me unable to transfer to another college. Their actions have led me to gather phone records and email records, a small claims suit will be filed. I am appalled that any institution claiming Christian ethics and care for their students would treat anyone this way.
Dear Revdex.com,Grand Canyon University (“GCU”) is in receipt of Ms. [redacted] complaint and we value the opportunity to respond. The issue has been reviewed by the Executive Director of Student Services from the College of Doctoral Studies, Nancy P[redacted] and, based on that review, GCU has...
determined that Ms. [redacted] complaint was appropriately resolved. This determination is based on the following information:Ms. [redacted] began a continuation course (DIS-975) with GCU on January 28, 2016 and paid for this course in advance of the class start date. Her complaint is correct in that this course was erroneously removed from her schedule. However, it was an unusual technical error which was corrected immediately upon being brought to GCU’s attention. Per GCU records, on the morning of Ms. [redacted] course start date, January 28, 2016; she notified her Dissertation Student Services Advisor Terila J[redacted] of her inability to gain access to the course. Upon receiving Ms. [redacted] email at the start of her shift that morning, Ms. J[redacted] responded immediately to Ms. [redacted] and informed her that she was working on a resolution to have the issue resolved. Ms. [redacted] replied and thanked Ms. J[redacted] for being on top of it. The issue was resolved that same day within a few hours and Ms. J[redacted] notified Ms. [redacted] immediately that class room access had been restored. Thus, Ms. [redacted] was still provided the opportunity to participate in the course on her first day of class.In regards to Ms. [redacted] allegations of unprofessional interactions with her dissertation chair and committee, GCU records indicate that Ms. [redacted] submitted four separate complaints on March 6, 2015; July 9, 2014; July 24, 2014 and April 6, 2015 citing difficulty reaching her dissertation chair in her first complaint and untimely feedback by her dissertation chair in the following three complaints. Separate independent investigations were conducted by GCU to research Ms. [redacted] claims that included in-depth review of classroom participation, system activity, and email interactions between Ms. [redacted] and the committee. However, all four investigations revealed that the committee responded to Ms. [redacted] within the published service agreement timeframes established by the college. Therefore, all four separate investigations determined that Ms. [redacted] complaints were unsubstantiated. Grand Canyon University values the diverse opinions of terminal degree prepared committee members and their part in the learner’s dissertation journey. Feedback is offered to assist the learner in publishing scholarly level work that adds new information to the existing body of knowledge for their chosen topic. The process is extensive and a great part of that journey is the scholarly collaboration between the learner and the committee members. In September 2015, Ms. [redacted] was approved to begin data collection for her dissertation study. This is a critical milestone toward her degree completion and we applaud her on this accomplishment.At this time, all specific allegations submitted by Ms. [redacted] have been researched and unsubstantiated. The matter relative to the course removal was corrected the same day and within several hours of being brought to the attention of Ms. [redacted] Dissertation Student Services Advisor. If Ms. [redacted] has a specific matter that she believes to be unresolved, we welcome the opportunity to review that item and quickly bring it to closure. GCU takes student complaints very seriously and does everything it can to resolve them in an amicable manner. I hope the aforementioned information/actions will bring this matter to a satisfactory conclusion. Sincerely,Nancy R. P[redacted]Executive DirectorCollege of Doctoral StudiesGrand Canyon University
Dear Revdex.com,Grand Canyon University (“GCU”) is in receipt of Mr. [redacted] complaint and we value the opportunity to respond. The issue has been reviewed by the College of Doctoral Studies (CDS) and, based on that review, GCU has determined that Mr. [redacted] complaint requires further...
action. This determination is based on the following information:Mr. [redacted] was previously working with Dr. S[redacted] as his dissertation chair. While initially Dr. S[redacted] was meeting CDS expectations for our faculty as of October of 2015, she did begin to demonstrate deficiency in the classroom as the courses moved onward. Mr. [redacted] last course with Dr. S[redacted] ended on 1/25/2017 and on that date he spoke with a Research Specialist (RS) in CDS about his concerns regarding her poor feedback and engagement. The RS began an investigation into the classroom and after several days it was determined that a chair change would be the best outcome. CDS did not want to put Mr. [redacted] back into class with Dr. S[redacted], so he was advised to wait out of class until a new chair could be located. This process can take between 4 and 7 days as CDS reaches out to faculty with the appropriate skill and availability to see if they will accept a new learner. On 2/13/2017 a new chair was found. There was a slight miscommunication between the RS team and the scheduling team, which meant that Mr. [redacted] wasn’t put back into class with the new chair until 2/23/2017. He was in no way billed for his time out of class. Following GCU policy, Mr. [redacted] was advised to submit an Academic Dissertation Appeal to recover some of the money spent during his time with Dr. S[redacted]. At this point there was an oversight in the appeals process, as the individual appeal was not connected with the larger ongoing investigation of concerns with Dr. S[redacted]. This first level appeal awarded Mr. [redacted] a one (1) credit scholarship for what happened in the course ending on 1/25/2017 but did not take into account what had occurred in the courses prior to that.In addition, while new chairs do need some time to get up to speed with a new learner, as dissertation research is extensive and a large amount of reading is involved, it appears as though it took from 2/23/2017 until 4/3/2017 for Mr. [redacted] to receive substantial feedback from his new chair. This information came in after the original appeal ruling, which was on 3/7/2017.Given the information from the expanded investigation into Dr. S[redacted], and the longer than desired prep time of his new chair, CDS would like to extend an apology to Mr. [redacted] as well as an additional four (4) credits of scholarship, for a total of five (5). 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,Michael B[redacted], EdDDeanCollege of Doctoral StudiesGrand Canyon University
Dear Revdex.com,Grand Canyon University (“GCU”) is in receipt of Mr. [redacted] complaint and we value the opportunity to respond. The issue has been reviewed by Associate Vice President, Jaime L[redacted] and, based on that review, GCU has determined that Mr. [redacted] complaint was appropriately...
resolved. This determination is based on the following information:Mr. [redacted] started an MBA program with GCU on 11/26/15. His first course was UNV-504, in which he successfully passed the course and earned 2 credits. Financial aid funds posted to Mr. [redacted] account on 12/4/15 and once applied to his account balance, a stipend in the amount of $2,019.33 for the remaining amount was mailed out to Mr. [redacted] on 12/10/15. His second course was MGT-605 that began on 1/07/17, in which a failing grade was earned by Mr. [redacted] and therefore zero credits were earned. Mr. [redacted] fell inactive after this course and sat out for a period of 3 months. Per federal financial aid guidelines a return of funds for his financial aid was calculated and returned to Mr. [redacted] lender, which resulted in a balance on his account in the amount of $1,122.11. Mr. [redacted] then returned to class on 6/30/16 and re-took MGT-605, in where the funds that had been returned to the lender were able to be returned to his account. However, Mr. [redacted] received another F in the re-take of MGT-605 and fell inactive again. Upon falling out of attendance, another return to lender was calculated and processed, which resulted in a balance on Mr. [redacted] account in the amount of $2,648.28. In Academic Year 1, Payment Period 1, Mr. [redacted] only ended up earning 2 credits out of the 10 credits he attempted, therefore since he didn’t earn all of his funding, it has resulted in a balance on his account in the amount of $2,648.28. The total institutional cost for Academic Year 1, Payment Period 1 starting on 11/26/15 was $5,908.95. Mr. [redacted] was disbursed $7,493.00. Once the return for funds was calculated by our Office of Financial Aid, it was determined Mr. [redacted] earned $4,136.14. Therefore a return was completed in the amount of $3,356.86 ($2,648 which is due to the school and $709 that is due from Mr. [redacted]). The $709 is the portion of unearned funds that were sent to Mr. [redacted] in the form of a stipend on 12/10/15.Our counseling and management staff reached out to Mr. [redacted] multiple times over the course of a few months in efforts to speak with him about the balance and put a plan in place to resolve the balance and continue with his program of study. Unfortunately, all of these attempts were not responded to and therefore Mr. [redacted] account was transitioned to GCU’s internal collections department. However, since receiving this compliant, we have attempted to reach out to Mr. [redacted] again in efforts to further explain the balance and answer any questions he may have. In addition to reaching out via telephone, on March 2, 2017 GCU emailed Mr. [redacted] and provided him a copy of his loan history which included a breakdown of the above information. Mr. [redacted] responded and stated that he preferred to communicate via email and had some questions. GCU is in the process of responding to Mr. [redacted] questions via email per his request. We have been more than willing to work with Mr. [redacted] to further explain his account balance, as well as discuss a plan that would allow him to resolve the balance and finish his program. Although Mr. [redacted] indicated he would like to communicate via email, he is welcome to contact Student Service Manager, Becca D[redacted] at ###-###-#### in order to discuss his balance and a plan to resolve his balance and complete his program. Otherwise GCU will continue to communicate with Mr. [redacted] via email per his 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,Jaime L[redacted]COE- Southeast Division Grand Canyon University
Dear Revdex.com,Grand Canyon University (“GCU”) is in receipt of Ms. [redacted] complaint and we value the opportunity to respond. The issue has been reviewed by Mid Atlantic Regional Director – Steve M[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] concern is that a 2016/2017 Pell disbursement was not cancelled in the Common Origination and Disbursement (COD) system following her withdrawal from classes at GCU. Ms. [redacted] was awarded her Pell disbursement for Academic Year 3, Payment Period 2, however she ceased attendance prior to the payment period beginning. Therefore, the Pell award was cancelled, however due to a processing error the actual scheduled disbursement remained in COD which kept her new school from being able to award it. However, I have confirmed that as of March 7, 2017 all pending disbursements for Ms. [redacted] in both loans and Pell have been cancelled, and Ms. [redacted] new school should now be able to award full funding. Student Services Manager Mike Patterson has left Ms. [redacted] several voicemail messages asking her to confirm with her new school that they are seeing the available funding. However, to date, Ms. [redacted] has been unresponsive to GCU attempts to contact her and confirm.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,Steve M[redacted]College of Education – Mid Atlantic Grand Canyon University
Dear Revdex.com,Grand
Canyon University (“GCU”) is in receipt of Mr. [redacted]’s complaint and we value
the opportunity to respond. The issue has been reviewed by Student
Services Manager Adrian R[redacted] and, based on that review, GCU has determined that
Mr. [redacted]’s complaint was appropriately resolved....
This determination is based on
the following information:Mr. [redacted]’s financial aid
posted on 8/28/2017 and a stipend check for the remaining amount was issued and
placed in the mail to his attention on 9/6/2017. On 09/17/2017 GCU was informed
by Mr. [redacted] that he never received the stipend check. Therefore, on 09/28/2017 GCU put a stop
payment on the check and reissued it to Mr. [redacted] on 10/3/2017. On 10/19/2017 Mr. [redacted] spoke
with GCU again and informed Student Services Manager Adrian R[redacted] that he still had
not received the stipend check. At that
time Mr. R[redacted] explained GCU’s 21 day stop payment waiting period. However, Mr. R[redacted] reached out to GCU’s Accounting
Department to request an exception to the policy and it was approved that same
day. On 10/23/2017 the stop payment was
processed and GCU was able to reissue the check and mail it overnight via FedEx
to the address on file for Mr. [redacted] at no fee. The FedEx Tracking number is [redacted].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.
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 Operation, Mat W[redacted], and, based on that review, GCU has determined that Ms. [redacted]...
complaint was appropriately resolved. Ms. [redacted] received the full amount of financial aid and grants that she is eligible for as a dependent student. She was also offered two scholarships from GCU for the time she attended GCU. At the end of Ms. [redacted] first payment period of the academic year on 6/21/16, she was sent a stipend of the overage of financial aid in the amount of $864. Any excess funds on an account for financial aid cannot stay on the account with GCU; they must be sent to the student in a stipend check. However, the student does have the opportunity to return the excess funds to the lender. During the second payment period, Ms. [redacted] completed only two classes with GCU. Since she did not complete the requirements for the academic year, funds in the amount of $1,389.96 were returned to the lender. No unused funding was retained by GCU. Ms. [redacted] is currently eligible for a new Academic year of funding. If Ms. [redacted] needs to pay out of pocket for another school then it is because the tuition and fees at the other school exceed what she is eligible for as a dependent student. The return of funds from GCU does not impact what Ms. [redacted] is eligible for in financial aid. Ms. [redacted] completed six classes with GCU, with the final two grades being a D and an F. Most accredited universities will only accept transfer credits from other Universities that are at least a C or better. As such, only four classes would be eligible for transfer. It is up to the new University as to which courses it will accept and whether it will fit into the program Ms. [redacted] is pursuing. 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,Mat W[redacted]Regional Director of OperationsGrand Canyon University
The response given to me by Grand Canyon University is general information that can be found on any financial aide website. It does not address what was presented to me by a Grand Canyon University representative. Specific claims of debt forgiveness in conjunction with the school district I work for were presented to me.