Grand Canyon University

Dear Revdex.com,Grand Canyon University (“GCU”) is in receipt of Ms. [redacted] complaint and we value the opportunity to respond.  The issue has been reviewed by the Regional Director of Operations, [redacted]. Based on his review, GCU has determined that Ms. [redacted] complaint requires further action. This determination is based on the following information:Ms. [redacted] states in her rebuttal complaint that she feels that GCU’s response to her complaint contained untrue statements that are not consistent with the events regarding the matter. Therefore, I reviewed University records again and discussed Ms. [redacted] rebuttal complaint with the parties involved to validate the concerns. At this point, GCU stands by the previous documentation provided in the original response to Ms. [redacted]. I was able to make contact and speak with Ms. [redacted] on 7/16/15 regarding her concerns. She confirmed that she is in the process of studying for the GACE exams in the state of Georgia. She does not have a date yet for when she will take the testing. I introduced myself and discussed her current status and nature of her Revdex.com complaint. I offered assistance and options available to her. Ms. [redacted] is adamant that GCU wrongfully pulled her out of student teaching. She says she talked to the school and they said it was GCU that terminated her not them. She said because of her good grades she does not understand why she was withdrawn. Ms. [redacted] is also upset about her outstanding balance of $264.00. I explained that since she has been out of attendance that GCU is required by Federal law to return the funds to her lender. Any remaining balance after that is the student’s responsibility. She feels she was forced out of attendance and should not have to pay the balance. I also explained what happens when a school decides to terminate someone from student teaching. I told her about the Corrective Action Plan (CAP) process and that we would be able to work on a retake and final placement of student teaching for either the fall of 2015 or spring of 2016. I did inform her that students are responsible financially for the retake and can only retake one time. She did not agree that she would have to pay for the retake because she was forced to withdraw. I told her at least let our teacher education specialist (TED) team contact her and explain her options for placement. I also told her if she decides she does not want to continue with GCU that we might be able to switch her to a Non-IR version of the program so she could be in a graduated status. I did tell her that means she would not receive her initial licensure. In addition to the above information, I informed Ms. [redacted] that I might be able to help with a customer service write off for a portion of the balance of the retake for student teaching as long as she successfully completes it. She then put her husband on the call too. I allowed him to vent and then proceeded to explain everything again. They want someone held accountable for the decision to end her student teaching even though she had good grades. I recommended they contact the school district to get more insight into why they decided to terminate her student teaching. I also told them I would have her assigned TED contact her Friday 7/17/15 to go over details and options for the retake. GCU takes student complaints very seriously and does everything it can to resolve them in an amicable manner.  I hope the aforementioned information/actions will bring this matter to a satisfactory conclusion.  Sincerely,[redacted]Regional Director of OperationsGrand Canyon University

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,

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] 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

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 Executive Director of Student Services, [redacted], and based on that review, GCU has determined that Mr. [redacted]...

complaint was appropriately resolved. However, as a measure of goodwill, GCU is willing to write off the Learning Management Fee in the amount of $400 based on the following information:At the time Mr. [redacted] submitted his 15/16 [redacted] to GCU, the [redacted]’s c-code 359 for unusual enrollment was only applicable to undergraduate learners who were receiving PELL grants.  As of July 1, 2015, those students who began a new academic year under 15/16 [redacted] and who received the unusual enrollment c-code 359, that c-code was now applicable to students at all levels who were applying for [redacted] Loans. Mr. [redacted] account was financially cleared on 8/12/15 to start classes on 8/20/15.  Mr. [redacted] received a welcome call from his Student Services Advisor (SSA) on 8/18/15 to review the University’s financial and academic policies prior to starting his program.  During this call, Mr. [redacted] was fully informed of the in-class posting requirements, the financial aid processing time of 30-45 days from the start of his program, as well as the financial implications associated with dropping a course.  These policies are also available for public viewing on the GCU website in the Policy Handbook. At that time, the c-code 359 was not noticed on the [redacted] by the SSA.On 8/29/15, the SSA was reviewing Mr. [redacted] financial aid status, and noticed a comment entered by the Office of Financial Aid that informed us that due to the 359 C-code populated by the [redacted], Mr. [redacted] needed to provide unofficial transcripts from colleges attended over the last four years in order to move forward with financial aid processing.  On 8/29/15, Mr. [redacted] was notified that GCU needed to secure the following transcripts:For the 11/12 aid year:  transcripts from [redacted]- SacramentoFor the 12/13 aid year:  transcripts from [redacted] – University CampusFor the 13/14 aid year: [redacted] and [redacted]-University Campus.For the 14/15 aid year – [redacted].Unfortunately, Mr. [redacted] ceased attending class as of 9/5/15, which is well after the published refund policy for tuition and prior to providing the above transcripts so that his financial aid could be processed.  Since Mr. [redacted] ceased attending classes prior to financial aid being processed, GCU cannot bring in financial aid to cover the tuition and fees incurred.  Further, Mr. [redacted] did not consult his SSA to discuss his intentions of not continuing in class so they could reiterate the information about the financial policy that was reviewed in the 8/18/15.  While published policy states that Mr. [redacted] owes 100% of the tuition and fees incurred since he dropped his class after the published tuition deadline, and prior to financial aid being processed, GCU is willing to write off the Learning Management Fee which is charged to all new learners in the amount of $400 as a measure of good will.  Mr. [redacted] will then be responsible for tuition and book fees only.  Tuition for the course he attended is $1,890 plus the cost of his electronic books is $105 for a total amount of $1,995. GCU has further applied his military discount in the amount of $94.50 to reduce the total amount owed to GCU of $1,900.50.  We hope this gesture will meet Mr. [redacted] request as outlined in his 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 Doctoral StudiesGrand Canyon University

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

appropriately resolved. This determination is based on the following information:A thorough review of Ms. [redacted] account was conducted and GCU could not find any evidence of Ms. [redacted] being “manipulated” or “pressured” into signing up for classes with GCU. On the contrary, the process occurred over a 6-week timeframe in which Ms. [redacted] expressed her eagerness to start courses as soon as possible.  A summary of communication exchanged between Ms. [redacted] and her Enrollment Counselor, [redacted], and Student Services Advisor, [redacted], is provided as follows:07/28/2014 - Initial conversation between Enrollment Counselor [redacted] and Ms. [redacted] took place and Ms. [redacted] stated she was eager to start school as soon as possible. Ms. [redacted] described the admissions process and completed the Net Price Calculator (This is a breakdown of all tuition charges and fees throughout the student’s program) and emailed it to Ms. [redacted].07/28/2014 – An Enrollment Application was filled out by Ms. [redacted] and she chose 8/25/2014 for her start date.7/30/2014 – Ms. [redacted] spoke to Ms. [redacted] about alternative credit options and explained the [redacted] process.8/8/2014 – Ms. [redacted] spoke with Ms. [redacted] about required verification documents and sent Ms. [redacted] the appropriate forms.08/22/2014 – Ms. [redacted] sent an email to Ms. [redacted] requesting that she submit her HS diploma to GCU for review.09/02/2014 – Ms. [redacted] start date was postponed as verification had yet to be completed.09/08/2014 – Ms. [redacted] start date was postponed again since verification was still incomplete. Ms. [redacted] scheduled a “Walk to Class” with Ms. [redacted] to explore the online classroom. 09/09/2014 – Ms. [redacted] was cleared by Ms. [redacted] to start classes.9/12/2014 – A Walk to Class was completed with Ms. [redacted] by Ms. [redacted] and Ms. [redacted] also assisted with setting up a Welcome Call between Ms. [redacted] and Ms. [redacted].09/12/2014 – Ms. [redacted] received a Welcome Call from Ms. [redacted]. A Welcome Call is provided to all students prior to the start of their course and important policies and procedures are addressed during this call with the student to include GCU’s participation and academic expectations as well as financial policies and procedures, including but not limited to the tuition refund policy.  09/15/2014 – Ms. [redacted] started class.09/16/2014 – Ms. [redacted] expressed concerns to Ms. [redacted] about her decision to go to school. Ms. [redacted] also stated that she did not feel confident about her decision to be in school.09/16/2014 – Ms. [redacted] followed up with Ms. [redacted] and explained all of the options and financial responsibilities associated with dropping a course to her.9/19/2014 – Ms. [redacted] called in to withdraw from school. Ms. [redacted] transferred the call to Student Services Advisor, [redacted], for processing.09/19/2014 – Student Services Advisor [redacted] spoke with Ms. [redacted] regarding GCU’s refund policy and the financial ramifications of a drop. Ms. [redacted] acknowledged that she understood her financial obligation and requested to proceed with the drop. At this time, Ms. [redacted] also requested to be billed for the amount due.GCU takes pride in the transparency of its enrollment processes. At no time was Ms. [redacted] presented with false information regarding transfer credits, cost of tuition and fees, refund policies, or financial aid processes.  As well, as stated above, GCU provides all incoming students with a Welcome Call in which important policies and procedures are addressed. Ms. [redacted] Welcome Call was conducted on 09/12/2014 at 08:32AM; three days prior to her start date.  During this phone call, Ms. [redacted] was informed of GCU’s participation and academic expectations as well as financial policies and procedures, including but not limited to the tuition refund policy. GCU’s tuition refund policy states the following: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 refundIn addition to this policy being thoroughly reviewed with Ms. [redacted] via telephone, the refund policy was also detailed on the Enrollment Agreement she signed on July 28, 2014. This enrollment agreement explained the student’s financial obligation once posting into classwhich is as follows:I am in agreement with the charges as indicated here and elsewhere in University publications and understand that my tuition, applicable fees, and other charges assessed in accordance with Grand Canyon University's published financial policies are my responsibility and due upon enrollment. I accept responsibility for any balance unpaid by Financial Aid, Direct Bill agreement, or resulting from a returned check or credit card. A $25.00 fee will be charged for all returned checks. I understand that I am liable for all charges incurred after the date of this agreement. Failure to pay debt as agreed may result in withdrawal from Grand Canyon University. If it becomes necessary to enforce payment of this account, attorney's fees, court costs, and collection agency fees may be added to the amount owed.Finally, by signing her Enrollment Agreement, Ms. [redacted] also acknowledged that she had access to the University’s Policy Handbook which also contains GCU’s course tuition refund policy.Further to the above information, on multiple occasions, Ms. [redacted]cé has tried calling GCU to ask questions regarding Ms. [redacted] account. However, due to the [redacted]) laws, a third party cannot access a student’s account unless the student has completed a [redacted] release form.  As well, as part of the process for approving a third party information release form, the student must contact GCU’s Office of Academic Records via telephone to confirm that they have authorized the third party release.  At one time, Ms. [redacted] had submitted a request to grant access to her f[redacted]cé to access her account however she never followed through on the confirmation portion of the request and therefore the request was denied. To date, Ms. [redacted]cé continues to call GCU requesting to discuss account information and we have had to politely refuse to disclose information as this would be in violation of [redacted] regulations.To conclude, GCU cannot substantiate Ms. [redacted] claim that she was in any way pressured or manipulated into starting classes with GCU. Ms. [redacted] was provided with clear and concise information regarding GCU’s policies and procedures including our refund policy. Despite being advised of the financial ramifications that would result in dropping her course after incurring financial responsibility, Ms. [redacted] elected to complete her withdrawal request. Therefore, GCU is not willing to waive Ms. [redacted] charges and the account balance is due immediately and in-full.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], MBARegional Director of Operations

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 requires...

further action. This determination is based on the following information:Ms. [redacted] started her classes on September 28th, 2015 with Grand Canyon University.  Upon her starting her classes she received a thorough walk to class from her enrollment counselor Mike G[redacted] which outlined the expectations of Ms. [redacted] class.  Three days after Ms. [redacted] started her class with GCU she contacted her assigned student service advisor, Catherine C[redacted] on October 1st, 2015 and requested to withdraw from the program because her school offered her a different academic option.  Ms. C[redacted] let her know of the financial impact of withdrawing from the course and Ms. [redacted] stated that she would not be able to pay so she would let us know what she decides with her withdrawal.  Approximately two hours later she contacted Ms. C[redacted] again and let her know of her formal request to withdrawal. At that point Ms. [redacted] was notified again of her financial responsibility in the amount of $925 since she did withdraw during the first week of her course.  After leaving a voice message for Ms. [redacted] today, GCU has decided that in the interest of good customer service, GCU is willing to remove the $400 LMS fee from Ms. [redacted] account leaving a remaining tuition/fee b[redacted]ce of $525 that she will be responsible for paying.  While Ms. [redacted] is fully responsible for the b[redacted]ce of $925 GCU does understand the student’s situation and would like to work with the student to resolve the b[redacted]ce.  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 Mr. [redacted]’s complaint and we value the opportunity to respond.  The issue has been reviewed by Dan S[redacted] (Regional Director of Operations – Northeast Region) and, based on that review, GCU has determined that Mr....

[redacted]’s complaint was appropriately resolved. This determination is based on the following information:Upon review of Mr. [redacted]’s complaint, and his student records, it was confirmed that he did actually post into his last course with GCU; History-144 which began on April 27, 2015.   GCU records indicate that he posted into that course as follows: • April 28, 2016 – Posted BIO• April 29, 2016 –  Posted Discussion Question (DQ) 1• April 30, 2016 – Posted (2 times) DQ response to another student for DQ1 & DQ2, Posted DQ2 Per GCU records, Mr. [redacted] did not post into week 2; however, he completed a withdrawal request on May 4, 2015.  Since Mr. [redacted] did not withdraw before the start of his class, per GCU refund policy, he is responsible for 100% of the cost of his course.  All fees, including materials fees, are non-refundable after the start of a course: 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 refundOn September 5, 2014 Mr. [redacted] signed his Enrollment Agreement and acknowledged his understanding of the refund policy and that he had access to the student policy handbook which also contains all GCU policies to include the refund policy.  Additionally, on September 9, 2014 the GCU refund policy was reviewed with Mr. [redacted] during his new student welcome call with his assigned Student Service Advisor Rhonda M[redacted].   Student Services Manager, Kendra A[redacted] attempted to contact Mr. [redacted] by phone and email on June 23, 2016 and June 24, 2016 but was unsuccessful in reaching him.  GCU would be willing to work with Mr. [redacted] and scholarship 50% of his outstanding balance ($2268.75 sent to external collections) if he would like to return to GCU to continue his program.  Mr. [redacted] can contact Ms. A[redacted] at [redacted]6 ext. [redacted] if he would like to discuss this option.   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,Dan S[redacted]Regional Director of Operations – Northeast RegionCollege 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 [redacted], Executive Director of Student Services in the College of Doctoral Studies and, based on that review, GCU has...

determined that Ms. [redacted] issue was appropriately resolved. This determination is based on the following information:As stated in Ms. [redacted] complaint, she submitted two formal University Appeals along with documentation for review by the GCU University Appeal Committee.  The review committee, including the Dean of the College of Doctoral Studies as well as executives in the Office of Academic Records, conducted a thorough review of the documentation provided by Ms. [redacted] as well as the classroom activity.Based on the initial appeal documentation submitted by Ms. [redacted] and a review of the classroom activity, the Appeal Committee rendered a formal decision on July 20, 2015 that there was no break in communication between Ms. [redacted] and the dissertation chair that was outside of the standards of communication feedback for the dissertation process. Therefore, the request for compensation of the course was denied.   On July 24, 2015 the Appeal Committee invited Ms. [redacted] to submit documentation for a second level appeal.  Upon review of the documentation provided to GCU from Ms. [redacted], it was determined that she did not provide any new or additional documentation from that provided initially and therefore, a formal decision on the second appeal was rendered on August 20,2015 affirming the initial appeal decision.The initial appeal decision was based on the following facts:Ms. [redacted] course ran from May 15, 2015 through July 8, 2015.  To Ms. [redacted] own admission, she and the initial chair were in constant communication through June 3, 2015 at which point Ms. [redacted] requested a new chair.- Between June 3, 2015 (when Ms. [redacted] requested a new chair) and June 16, 2015 (when Ms. [redacted] was notified of her new chair), Ms. [redacted] and the initial chair maintained communication within the dissertation feedback guidelines.- The week 4 assignment was not reviewed by the initial chair because by that time,Ms. [redacted] had requested a new chair and had informed the initial chair of such request.- The new chair notification  was emailed to Ms. [redacted] on June 16, 2015 which included the chair email address. However, there is no evidence that Ms. [redacted] emailed the new chair to make contact about assignment feedback.- On June 17, 2015, Ms. [redacted] emailed her Student Services Advisor that she was“good to go”.- On June 25, 2015, Ms. [redacted] contacted the Student Services Advisor asking about the new chair. The Student Services Advisor opened a faculty specialist ticket to contact the chair, and the chair contacted Ms. [redacted] the same day.- The longest break in communication was between June 16, 2015 and June 26, 2015 which was attributed to the change in chair process, but still within the dissertation feedback guidelines.To date, Ms. [redacted] has not provided new information or documentation in order to revisit the appeal decisions.  As such, based on the information provided by Ms. [redacted] as well as a review of the classroom correspondence, GCU’s initial appeal decision stands as affirmed by the second and final review decision.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]!College of Doctoral StudiesGrand Canyon University

Dear Revdex.com,Grand Canyon University (GCU) is in receipt of Ms. [redacted] complaint and we value the opportunity to respond.  The issue has been reviewed by the Regional Director of Operations, [redacted]. Based on that review, GCU has determined that Ms. [redacted] complaint was...

appropriately resolved. This determination is based on the following information:On November 5, 2014, prior to Ms. [redacted] enrollment, she was sent a GCU Net Price Calculator via email by her enrollment counselor. The Net Price Calculator provided Ms. [redacted] a breakdown of all charges in her program including tuition, Canyon Connect fees, and LMS (Learning Management Service) fee of $400.Upon review of phone calls exchanged between Ms. [redacted] and [redacted], Student Services Advisor, it was determined that Ms. [redacted] was indeed correctly advised of GCU’s tuition refund policy which states that for a student to receive a 100% tuition refund, the drop must occur “before” week 1. Drops occurring “during” week 1 receive a 75% tuition refund. However, this refund does not include fees such as Canyon Connect and Learning Management.In addition to the above information, GCU provides all incoming students with a Welcome Call in which important policies and procedures are addressed. Ms. [redacted] Welcome Call was conducted on December 12, 2014 at 10:45AM; three days prior to her start date.  During this phone call, Ms. [redacted] was informed of GCU’s participation and academic expectations as well as financial policies and procedures, including but not limited to the tuition refund policy which is as follows.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 refundAlong with the refund policy being thoroughly reviewed with Ms. [redacted] via telephone, the refund policy was also detailed on the enrollment agreement she signed on November 13, 2014. This enrollment agreement explained Ms. [redacted] financial obligation once posting into class.  See below:I am in agreement with the charges as indicated here and elsewhere in University publications and understand that my tuition, applicable fees, and other charges assessed in accordance with Grand Canyon University's published financial policies are my responsibility and due upon enrollment. I accept responsibility for any balance unpaid by Financial Aid, [redacted] agreement, or resulting from a returned check or credit card. A $25.00 fee will be charged for all returned checks. I understand that I am liable for all charges incurred after the date of this agreement. Failure to pay debt as agreed may result in withdrawal from Grand Canyon University. If it becomes necessary to enforce payment of this account, attorney's fees, court costs, and collection agency fees may be added to the amount owed.Finally, by signing her enrollment agreement, Ms. [redacted] also acknowledged that she had access to the University’s Policy Handbook which also contains GCU’s course tuition refund policy.In regards to Ms. [redacted] concern of being awarded a W grade, this was also discussed during her Welcome Call.  [redacted] advised her that any course dropped prior to the last two weeks of class would be awarded a grade of W.  Additionally, this policy is also located in the University’s Policy Handbook. After careful review, GCU is unable to substantiate Ms. [redacted] claim that she was incorrectly advised regarding GCU’s refund policy.  As such, her balance due will stand.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], MBA Regional Director of OperationsGrand Canyon University

Dear Revdex.com,Grand

Canyon University (“GCU”) is in receipt of Ms. [redacted]’s complaint

and we value the opportunity to respond.  The issue has been reviewed by

the Regional Director of Operations – Mat W[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 a

new academic year on 11/30/15.  To that point of her attendance at GCU,

all of her expenses had been covered through financial aid, scholarship and

tuition credit funding.  For the academic year starting 11/30/15, Ms.

[redacted] was certified for her remaining amount of loan eligibility under the

aggregate loan limit, $1,220 in subsidized loan funds and $4,073 in

unsubsidized loan funds.  These amounts are split into 2 equal

disbursements after origination fees are removed, which lead to $604 of

subsidized loan funds and $2,016 in unsubsidized loan funds posting to her

account on 12/14/15.Due to the break in Ms.

[redacted]’s attendance starting 1/10/16, a portion of the disbursed funds

($1,412 unsubsidized, $221 subsidized) were returned to her lender according to

the amount that was earned – per Department of Education Title IV return of funds

guidelines.  When she came back into attendance in 2/15/16, the funds were

recovered from the lender, but by the time the funds were posted to her account

on 2/29/16, Ms. [redacted] was already out of attendance.  Since the funds

posted to her account (2/29/16) after the last day of her attendance (2/24/16),

the funds were required to be returned in full to the lender. Had Ms. [redacted]

passed the re-take of her dropped class, the balance for the original attempt

would have been waived. However, since Ms. [redacted] dropped the re-take in

the second week of class she was not eligible to receive it. Therefore, Ms. [redacted]

is responsible for both the original attempt at the class and the re-take of

the class. The re-take of the class was in February which is after the period

Ms. [redacted] states was impacted by her daughter’s hospitalization. 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

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 Ramon R[redacted] and, based on that review, GCU has determined that Ms. [redacted] complaint...

was appropriately resolved. This determination is based on the following information:In reviewing Ms. [redacted] complaint GCU walked her through the appropriate steps of admissions which provided her a detailed explanation of her pre-evaluation of transfer credits, a tuition price calculator (estimating cost of attendance) and she was guided through the admissions application and enrollment agreement.  She was also guided on how to pursue funding through her Native American tribe.GCU was fully transparent in the admissions process prior to Ms. Villalobos posting into class.  However, based on the writing sample from Ms. Villalobos’ Revdex.com complaint it is apparent that she should not have enrolled with GCU and was personally not prepared to pursue her studies at the University level.  Therefore, her outstanding balance with GCU will be waived and she will not be contacted any further by GCU for this 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,Ramon R[redacted]Regional Director of OperationsGrand Canyon University

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

Dear Revdex.com,

Grand Canyon University (“GCU”) is in receipt of [redacted]’s complaint and we value the opportunity to...

respond.  The issue has been reviewed by the [redacted], Regional Director of Operations and, based on that review, GCU has determined that Ms. [redacted] last complaint was appropriately resolved. This determination is based on the following information:

The student moved to the state of Georgia where the degree program she was enrolled in was considered to be a no-enroll state.  Her degree would not be recognized by the state licensure board for pay raises, job promotion or level changes.  Based on the permission GCU received from Ms. [redacted] on Friday 3/14/14, we have opted to completely withdraw the student from the university and waive all tuition/fees from her current course EDA/577.  GCU will then return all unused title IV funds from her current academic year and payment period to direct loans.  Transcripts will also be available for the student to order.

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,

Regional Director of Operations

Grand Canyon University

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

determined that Ms. [redacted] complaint was appropriately resolved.It is Ms. [redacted] contention that she recently requested to drop her housing for the Spring 2015 semester at her [redacted] student housing location due to her recent marriage and that she did not discover until after doing so that the [redacted] housing location is charged on an academic year (Fall & Spring) rather than a term basis.  On October 16, 2014 Ms. [redacted] completed a withdraw form and acknowledged that she had read and understood GCU’s Housing Reimbursement Policy.  See Attached.  Per GCU’s housing policy this was well past the July 1, 2014 deadline to receive 100% reimbursement of rent charges.  In addition, [redacted] residents are charged by the academic year and will be reimbursed accordingly.    In addition to the above information, GCU provides students ample housing notifications regarding deadlines, timelines, and information around reimbursements. GCU Housing policies to include the policy for [redacted] housing is located in the GCU Housing Application and the Student Policy Handbook.  As well, supporting emails are provided to students prior to cancelation deadlines.  See Attached 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]Traditional Campus OperationsRegional Director of OperationsGrand Canyon University

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.[Provide details of why you are not satisfied with this resolution.]

Because I was not told that if you signed into the classroom you automatically would be charged. No one told me that if I would have any doubts in starting the course that I should not sign in no matter what. As I stated due to issues beyond my control I was planning on going to GCU. I gave my reasons as to why I could not start the program, I did not even start the program so why should I have to pay anything due to the above explanation. I could see if I had started to work on the classroom studies, etc even for a day or two, I could see getting charged for this, but I did not even start with the course. A bio of yourself does not mean that I started doing the class courses. I was cheated out of money that I never should have been. It would be one thing if I just up and withdrew but I did not even start. Also, this was a situation that I did not know until the first day. I did not know this was going to happen, why would I go over 3 months getting all my transcripts, talking, emailing to advisors, and up and quit for the fun of it? Why would I fill out all that paperwork, [redacted], just to quit on day one? 
I believe and know that I am being taken and this is just outrageous and unfair. 
I definitely will not consider GCU nor would I recommend this University as they take advantage of an innocent person's trust. How was I to know about my situation for if I had known I sure would not be doing this now.  I wish I had read the reviews about GCU; I know I would not have given them one minute of my time. 
So, you did not do your homework nor read my complaint nor understand my situation. You sided with them as it was much easier to do and rip another innocent person off.  Shame on you Revdex.com!![redacted]

Dear Revdex.com,

 

Grand Canyon University (“GCU”) is in receipt of Ms. [redacted]’s 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]’s complaint was appropriately resolved. This determination is based on the following information:

 

During her current academic year Ms. [redacted] had two failed courses and withdrew from one of her courses well past the refund deadline.  As a result, this extended her financial aid year by three courses.  Financial Aid regulations state that students are financially responsible for failed courses.  In addition, per University policy, students who drop/withdraw from a course during or after week 2 are not eligible for a refund. However, GCU did allow Ms. [redacted] to retake one of her failed courses at no cost to her and applied a scholarship covering one of the failed courses in the amount of $1,740.

 

Additionally, Ms. [redacted]’s excess funds (stipend) were miscalculated and a check in the amount of $2,228 was sent to her in error.  When this was discovered, GCU asked Ms. [redacted] to return the funds to GCU so that the $2,228 could be applied to her account balance in order to reduce her balance.  However, Ms. [redacted] failed to do so and spent the money instead. 

 

As a result of the above information, Ms. [redacted] currently has an account balance of $3,613.  This was explained to her on January 10, 2014 by Student Service Manager [redacted].  Ms. [redacted] also explained that in order to resolve her current financial obligation, Ms. [redacted] would need to make a one-time payment of $1,740 and a payment plan would need to be set up to resolve the remaining balance.

 

In an effort to resolve this matter, GCU is willing offer Ms. [redacted] an additional scholarship of $1,500 towards her $3,613 account balance.  This would leave her with an account balance in the amount of $2,113.  She would then need to pay $700 towards her new account balance prior to starting classes again with GCU.  Once the $700 payment is made, Ms. [redacted] will have a remaining account balance in the amount of $1,413 Ms. [redacted] will then need to set up a payment plan in order to pay this remaining balance in full before the end of her current academic year.  In addition, Ms. [redacted] will be allowed to determine when these payments will be scheduled.

 

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], MBA, MSL

Regional Director of Operations, College of Education

Grand Canyon University

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

complaint was appropriately resolved. This determination is based on the following information:On May 1, 2014 Ms. [redacted] spoke with her Student Services Advisor, [redacted] and stated that she was going to “sit out for a while”.  On May 18, 2014 Ms. [redacted] unsuccessfully completed [redacted].  This was her last day of attendance with GCU.   Between June 24, 2014 and July 18, 2014 Ms. [redacted] attempted to contact Ms. [redacted] numerous times via telephone and email in order to discuss her return however, she was unable to reach her.  On August 15, 2014 Ms. [redacted] spoke with Ms. [redacted] and confirmed she would return to her classes on October 6, 2014.  However, on September 12, 2014 Ms.  [redacted] received notice that the October 6, 2014 class was shut down so she placed Ms. [redacted] into the September 29, 2014 course instead and attempted to reach her to inform her of this information.  Ms. [redacted] was unable to reach her by phone so she sent her a detailed email with the information.  On October 2, 2014 another SSA attempted to reach Ms. [redacted] as she did not post into the course.  As GCU was unable to reach Ms. [redacted] she was removed from the course for nonattendance.  Ms. [redacted] next course was scheduled to begin on November 10, 2014; however, Ms. [redacted] did not post into this course either so again, she was removed from the course for nonattendance.  At this point, Ms. [redacted] was out of attendance for over 180 days thus she would have needed to complete a new Enrollment Agreement and would now fall under the current version of her program. If Ms. [redacted] had returned by October 27, 2014 she would have remained in the previous version and would have had only three courses remaining to complete her program of study.    However, GCU was unable to reach Ms. [redacted] until January 22, 2014 at which time Ms. [redacted] spoke with her about returning, sent her a new agreement and advised her that she would now fall under the new program.  Ms. [redacted] never returned the new enrollment agreement.  GCU did not hear from Ms. [redacted] again until August 2015 and since she was out of attendance for so long, she was considered a new enrollment.  Ms. [redacted] Enrollment Counselor informed her of this but to date, Ms. [redacted] has not re-enrolled with GCU.In addition to the above information, by signing her enrollment agreement on October 12, 2012, Ms. [redacted] acknowledged her understanding that all University programs follow a Program of Study which can be changed by the University at any time.Since Ms. [redacted] still had three courses remaining in order to complete her degree at the time she fell out of attendance, an approved appeal would be needed for GCU to put her into her prior program version.  Ms. [redacted] can submit an appeal requesting to return to the retired program version to finish degree requirements and if the appeal is approved GCU will be able to re-enroll Ms. [redacted] into her previous program version.  Appeals procedures can be found in the Student Policy handbook on page 67.  Students must initiate the appeal by contacting their Student Services Advisor. The Student Services Advisor will gather the information and route to the appropriate parties at the university. All supporting documentation should clearly and explicitly describe the appeal (including the actual policy being appealed), demonstrating he or she attempted in good faith to resolve the issues with the involved parties. Students are strongly encouraged to discuss the intended appeal with a Student Services Advisor prior to submission.  On September 23, 2015 Student Services Manager, [redacted] sent Ms. [redacted] a detailed email with this information.  However, to date, Ms. [redacted] has not contacted him or anyone else at GCU regarding an appeal.  GCU takes student complaints very seriously and does everything it can to resolve them in an amicable manner.  I hope the aforementioned information will bring this matter to a satisfactory conclusion.  Sincerely,[redacted]Regional Director of OperationsCollege of Nursing and Health Care ProfessionsGrand 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 Education Regional Director of Operations [redacted] and, based on that review, GCU has determined that [redacted]...

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

Dear Revdex.com,Grand Canyon University (“GCU”) is in receipt of Mr. [redacted]’s complaint and we value the opportunity to respond.  The issue has been reviewed by the Military Division Regional Director of Operations – Chris L[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:Per GCU records, Mr. [redacted] was issued an additional stipend of financial aid funds on November 4, 2015 in the amount of $1,000 that should not have been sent to him.  The $1,000 stipend was monies from Mr. [redacted]’s Pell [redacted] that should have been kept at GCU and applied to his remaining tuition balance.  Nonetheless due to this error, GCU has elected to write off Mr. [redacted]’s outstanding balance per his Revdex.com request.  At this time, Mr. [redacted] no longer has an outstanding balance with GCU.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 L[redacted]Military DivisionGrand Canyon University