Grand 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.

I never attended courses at all and on the first day when I attempted and realized I needed text books to participate and continuously tried to find out the quickest way to get those books. grand canyon was not prompt in assisting me in the matter so I withdrew immediately. Grand Canyon is stated that I posted three times. if so saying what because I don't recall that and had no material to do so and if I were commenting it was questioning where to get material. check the logs and the days and attendance. I was never actively there and if I commented in a course three times like that stated it was that first day when I realize I was not prepared and had not recvd what was required to do the course. so if me enrolling and withdrawing in a 72 hour period cost me almost 5,000.00 what a RIPOF!

Regards,

Grand Canyon University (“GCU”) is in receipt of Mr. [redacted] complaint and we value the opportunity to respond.  The issue has been reviewed by [redacted] College of Education Associate Vice President, 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] is a dependent student and was advised by [redacted] to both dependent and independent funding levels as a student at GCU.  The values of a dependent student to that of an independent student are exactly half.  As a dependent Mr. [redacted] had enough funding with his Pell grant and student loan to cover the cost of his tuition and fees at GCU.   There would be no additional funding left over to issue him a stipend check at that time.  This will be the case for Mr. [redacted] until he becomes an independent student by federal regulations.  By explaining both independent and dependent funding to Mr. [redacted], Ms. [redacted] confused the situation and from that Mr. [redacted] thought he would be issued a stipend check when beginning his classes at GCU.    Nonetheless, GCU will be removing all tuition and fee charges for Mr. [redacted] first class.  GCU will also be returning all student loan and Pell Grant funds back to the federal government. This will allow Mr. [redacted] to have access to these monies if he chooses to attend another education institution. 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]Associate Vice President of the College of Education Grand 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.
I am not satisfied with this response because I was never notified that I had a remaining balance and that the time I was at the school I would have to pay that money back if I dropped out. I was told by [redacted] that the loan could be canceled due to the fact that I was never notified of the remaining balance. In fact according to [redacted]'s records they show that I am still a student which is false because I have not been a student since 2011. So when I dropped out of the school I was told that all loans had been canceled and since all loans had been canceled I would owe the school over 3 thousand dollars which I paid in full. 

Regards,

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 Regional Director of Operations, [redacted] and, based on that review, GCU has determined that [redacted] complaint was...

appropriately resolved. This determination is based on the following information:[redacted] was appropriately enrolled into her education degree program at the initial time of her enrollment.  Any degree in which a person is seeking licensure in teaching requires an individual to go through some form of a practicum or internship program prior to a student receiving an institutional recommendation before seeking licensure from a state board.  [redacted] was unwilling or unable to complete the student teaching aspect of her program therefore, she switched to the Bachelor of Arts in History program.  In regards to [redacted] complaint that she was placed in courses that she had previously taken at another institution, Grand Canyon University was unable to obtain her transcripts from the [redacted] due to an institutional hold that [redacted] had on her account for an outstanding balance.  Upon receipt of her official transcripts GCU did offset the cost of the courses that she did not need to take and offered a scholarship in lieu of the unnecessary coursework.  The balance that [redacted] owes to Grand Canyon University is valid and will no fees and charges will be removed from her account.  The reason for her balance is not due to any GCU error, but due to the fact that [redacted] was unable to continuously be successful in the classroom.  [redacted] was academically suspended in 2009 due to excessive non-passing grades and course withdrawals which dropped her GPA below standard academic progression requirements.  In 2010 [redacted] filed for and was approved for reinstatement into her program where she immediately received another non-passing grade in course HIS/331 from 5/31/2010 – 7/25/2010 and was academically suspended again for failing to meet the terms of her reinstatement.  Once [redacted] settles her balance with Grand Canyon University her transcripts would be eligible to be released to her.  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

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 Mr. [redacted] complaint and we value the opportunity to respond.  The issue has been reviewed by the College of Education- [redacted] and, based on that review, GCU has determined that Mr. [redacted] complaint...

was appropriately resolved.  This determination is based on the following information:Mr. [redacted] participation began in his class which started on 6/24/2010.  Mr. [redacted] attendance did not continue into the second week of his class therefore if Mr. [redacted] would have notified GCU of his intent to withdrawal he would have been eligible for 75% refund of the course and only responsible for 25% of the tuition plus any applicable fees.  Mr. [redacted] has stated he did notify a counselor via email of his intent to withdraw.  Mr. [redacted] student service advisor and enrollment counselor both checked for any documentation on 11/18/2010 when the SSA spoke with Mr. [redacted] and neither counselor had received any request.  The SSA notified Mr. [redacted] to review all sent emails and if he shows documentation of a request being sent the university would review his request.  In addition to the above information, GCU continued to reach out to Mr. [redacted] to resolve his balance; however no further contact was made by Mr. [redacted].  As a result, due to his balance going unresolved the University moved Mr. [redacted] account to collections.  Although to date Mr. [redacted] still has not provided any documentation to validate his request to withdraw from the University within the required refund period, in the interest of good customer service the University is willing to adjust Mr. [redacted] balance to reflect his attendance as if he did request to withdrawal within the first week.  In doing so, Mr. [redacted] balance will be reduced from $1935 to $540 which will still be owed to the company holding his balance as that is the amount that is still unpaid on Mr. [redacted] behalf.  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 NalanCollege of EducationGrand 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 Education- [redacted]hew Nalan and, based on that review; GCU has determined that Mr. [redacted] complaint was...

appropriately resolved. This determination is based on the following information:After reviewing Mr. [redacted] account it has been determined that the student did receive one year of [redacted] eligibility in the amount of $4,000.  Each graduate student is eligible for up to the maximum of $8,000 per Master’s program if all paperwork is completed.  After receiving the first $4,000 in [redacted] for the 2011/2012 year, the student never completed the paperwork required for the 2012/2013 [redacted] of $4,000.  Instead, the student was awarded the maximum amount of student loans per his request on the federal master promissory note that was signed.  The student did not and has not completed the required paperwork for [redacted] to this day and is not eligible for any additional grants as he is no longer in attendance with the university.The second concern that was reviewed was the student starting a second program due to communication from his enrollment counselor that he would not need to complete student teaching.  After reviewing this aspect of his account he did successfully complete the course and he was informed by his counselor that he should speak to his state’s [redacted] regarding his ability to teach at the secondary level without taking the student teaching component of Secondary Education.  Mr. [redacted] found out that he would need student teaching at the secondary level after he had already started the second program. And at this point he chose not to continue into his second class.  After reviewing all aspects of [redacted] account and speaking with him on the phone the university is willing to offer a credit in the amount of $1,582.20.  By doing this the university will be returning $1,582.20 of [redacted] student loan to reduce his total loan balance owed to his lender which was his concern.  The university has already returned $2,358 of [redacted] loan in accordance with federal regulations and he also received his last stipend of $3,898.80 in March 2013.  In total, [redacted] has received over $19,000 in stipends that he did not return to the lender that could have reduced his monthly loan payments.  Grand Canyon University supports responsible borrowing and we did inform [redacted] that it is in his best interest to return his excess funds; however students are not required to do so.   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 [redacted]er to a satisfactory conclusion.  Sincerely, [redacted]College of EducationGrand 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 [redacted],  Regional Director of Operations and, based on that review, GCU has determined that Ms....

[redacted]’s complaint was appropriately. This determination is based on the following information:GCU through the assistance of its Technical Support Department and University Compliance Office was able to retrieve the assignment posting logs of Ms. [redacted]. We are able to see that the week 5 CLC group assignment in question was submitted by the group, however, Ms. [redacted]’s portion of the assignment was not submitted nor was there any record of an attempt to submit.  In addition, the instructor’s feedback was that Ms. [redacted]’s participation in the group forum was lacking and the instructor did not receive tMs. [redacted]’s portion of the group slides. A copy of the assignment posting logs will be forwarded via mail to Ms. [redacted] for her records.  Due to Ms. [redacted]’s poor overall GPA she has been dismissed from the program.  Once she has sat out of the program for 12 months, she will be able to reapply through academic appeals for reinstatement into the university as instructed in the GCU policy handbook.  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

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 have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.GCU claims my financial record shows I received $4,000 in [redacted] the "first year," but failed to complete paper work for it the second year. However, I don't believe I received the first $2,000 the first year. In an email I have dated 8/9/11, after the first $2k was missed, my financial advisory stated, "I do apologize for my error in not submitting the 10/11 [redacted] application on your behalf. Please complete a new form, Agreement to Serve and the Entrance Counseling." Which was resubmitted, but could not be backdated. It would appear the second year (2011-2012) was the year that I receive grant money, but did not receive it during the 2012-13 year. As I recall, I had check to see if I needed to submit a new form, but was told the paper work completed prior would be sufficient. This, I believe, was stated in a phone conversation. Whether or not I am believed concerning the last payment of the teach grand for the 2012-13 error, still I believe sufficient evidence demonstrates failure on the part of my advisor for the first $2,000. May I point out, GCU's acknowledgement of my attending 2010-11 school year, yet ignores mention of that payment, asserting my "first year" was 2011-12.  In regards to the "second concern" of starting another program due to inaccurate information on the part of multiple staff (similar to incorrect information during my first enrollment), GCU argued that I was advised to speak to my state's [redacted]. This statement is followed by the fact that I "found out" that I would need student teaching, but does not mention that I learned of this from GCU--Not from my State's [redacted]. As a [redacted]er of fact, I called and spoken with 2 or 3 state's Departments of Education and was advised by them that if the University would accept it and provide an IR, they would accept it. This was communicated back to GCU and I was stilll assured by my enrollment counselor, my Academic Advisor and her manager that GCU would not require student teaching. I had several conversations, and check multiple times with both school districts and GCU representatives. It was not until mid-course that my academic advisor was absent and in speaking with another advisor in her place, was I informed that IR without the second student teaching would be "to her knowledge" impossible. Multiple phone conversations later I was assured this was the case, and in demanding to speak to someone higher than an academic advisor's manager, I was informed it would be impossible. It is my present understanding that managers were to direct requests for someone of higher standing, to [redacted]. In multiple phone calls, this was never the case. I was also informed that withdrawing form the course this late was not an option. I was informed that I had two choices--finish the course and protect my GPA and forgo any chance of a grievance process. or fail the course, lower my straight A average all for a 1 in a million chance of the grievance process. Those I spoke too, insinuated the grievance processes would not get me a refund. Under extreme stress at the time, I did what felt the wisest to do. I did what it took to pass, but did not find it worth the time to get the A grade my other program grades reflect. GCU also mentioned my "over $19k stipends" received as an argument against my wanting to lower my monthly payments. I don't understand the point of this argument or what it proves or supports. I had desired to return the first stipend received but was advised by a GCU representative, that "some students keep the stipends in case of emergencies, then return it upon graduation." This seemed wise. And it did aid us in multiple career and school related needs during my school years.  My understanding is that I could spend it in any manner I choose, so it seems unfair to bring it up as some allusive evidence that somehow GCU should be accountable for their misinformation. I believe I have very detailed financial accounts and feel most of my spending to have been wise. If GCU's argument has any barring on the outcome of this complaint, I would be willing to provide some financial records related to my spending--but at this point, I don't know what good it would do. Lowering my payments was not the reason for my complaint with the Revdex.com; but the continual misinformation from GCU that has brought me lost time and money, as well as other stresses and difficulties. I appreciate GCU's willingness to award $1,582 and am in agreement that the money should be returned to reduce the balance of my loan. In discussing this resolution the other day with [redacted], I had made the decision to reject the offer, but upon understanding this process with the Revdex.com further, I would accept whatever portion of the $8,000 I requested that they will a lot me, as a partial resolution--but not full. I will, however, insist that information about my complaint and proceedings still be public record for others to read unless full payment is made. I do believe this partial payment is not the full amount of a single class. There was so much more lost than money in this business arrangement, I am sometimes unsure $8k is enough to let it go. As my first degree was based on false information, I believe a good business would refund the whole amount; especially as I am constantly looking for employment other than where my degree has gotten me because it did not qualify me for what I was told. Neither program I began with GCU was what it was advertised to be. I don't know if I have legal footing for asking for $8k, let alone more. GCU may have the upper hand with the law, but what is legal is not always ethical nor right. The undesirable situation I am presently because of continual misinformation by GCU leaves me to think I am doing GCU a favor by requesting such a low amount to end this issue. 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 Business Division 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:On November 10, 2014 Ms. [redacted] was advised by GCU that she would only be charged 25% for her UNV 103 course that she started October 27, 2014. As an additional customer service courtesy, GCU reduced her LMS (Learning Management System) Fee to only 25% of the total fee as well. A breakdown of Ms. [redacted] ledger is as follows: Account Charges Prior to Customer Service Reductions400.00 Learning Management System Fee1860.00 Tuition for UNV 10385.00 Canyon Connect Fee7.01 Sales Tax= 2,352.01Current Account Charges100.00 Learning Management System Fee465.00 Tuition for UNV 10385.00 Canyon Connect Fee7.01 Sales Tax= 657.01- 138.00 (Federal Pell Grant Earned by Student)= 519.01 Current balance on accountGCU takes student complaints very seriously and does everything it can to resolve them in an amicable manner.  I hope the aforementioned information and actions will bring this matter to a satisfactory conclusion.  Sincerely,[redacted]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 Ground Traditional Campus, Associate Vice President, [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:

While Ms. [redacted] believes she was misinformed, her earned grades and her choice of changing her program have impacted her time to receive her degree. GCU proposes that Mr. [redacted] consider programs without competitive admissions that have more room for transfer credits.

Per University records, Ms. [redacted] first attended GCU in 2010 by enrolling in the Athletic Training Program, for one semester then she returned in 2013, three years later.  When she returned in the Fall of 2013, Ms. [redacted] began her reenrollment in the Athletic Training program, and took courses that applied to her previous enrollment; the Athletic Training Program.  

Ms. [redacted] then began exploring the possibility of changing her major several times and ultimately decided she wanted to apply for the Nursing program. GCU responded to the requests made by Ms. [redacted], including her desire to change her degree to nursing, documented in the Pre-Licensure Program Notice of Intent to Attend signed by Ms. [redacted] on December 23, 2013.  See attached.  As a result, Ms. [redacted] took classes related to the Nursing degree at GCU for the Spring 2014 term only.  Ms. [redacted] also took courses at Phoenix and Mesa Community Colleges in Summer 2014, which GCU applied to her Nursing Program at GCU appropriately. 

As for Ms. [redacted]’s complaint regarding the nursing program and its GPA requirements, when Ms. [redacted] signed the above referenced Pre-Licensure Program Notice of Intent to Attend she initialed understanding the requirements that students must meet, including having a 3.0 pre-requite course GPA. It also states this is a competitive admissions program. Ms. [redacted] retook course content in which she did average or poorly at the Community College, to demonstrate she could master the content, which is a requirement for admissions into the program. This was in her best interest financially. 

In addition to the above information, GPAs do not transfer into the educational institutions. However, for the purpose of pre-req a GPA is calculated for science courses and pre-req courses that does take into account grades earned at all institutions. Ms. [redacted]’s GPAs for prerequisite work is 2.75 and she has a 2.8 science GPA with her community college work. This is a mathematical calculation, and there is no subjectivity to that. Therefore, Ms. [redacted]’s GPA is directly related to the grades she earned. 

GCU has determined there was no mis-advisement and proper protocol was followed with Ms. [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.  

Sincerely,

GCU Traditional Campus

Grand 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.

There was no resolution that was offered,  The litany of emails only showed that their have been many emails sent and received.  I agree that many emails have been traded.  I have dozens where I am asking to receive information that I am still waiting on.  I believe that if someone could review the multitude of phone calls a pattern of deception and obfuscation would be seen.  To help in resolving my issues I am once again requesting physical copies of every single financial aid document that I filled out, and that GCU sent to the Department of Education, what they in turn received, and the Award Letter which has never been made available. I will then match this up with every email the notes from my phone conversations.  I to this date have not received this information which I am entitled to and has been withheld intentionally to extend enrollment to the point that a customer will owe something to GCU. 

Regards,

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 [redacted], the Executive Director of Student Servicers in the College of Doctoral Studies, and based on that review; GCU has determined...

that Ms. [redacted]’s complaint was appropriately resolved. This determination is based on the following information:Ms. [redacted] has been a student at Grand Canyon University since 2008 and should be well versed on University Policy as it relates to drop and refund policy. By signing her Enrollment Agreement, Ms. [redacted] acknowledged having access to GCU’s Academic Catalog and Student Handbook which contained the most up-to-date information and all University policies to include cancellation and refund policies. As well, this information is available for public review in the University Policy Handbook located on the gcu.edu website and was further reviewed in detail at the time of enrollment.  As for Ms. [redacted]’s complaint that she was eligible for $2,200 to cover the cost of her course, had Ms. [redacted] stayed in her original program, she could have provided a statement to GCU authorizing us to bring in an additional $2,200 in financial aid to cover the cost of her dropped course. However, she changed programs thus her loans were recalculated and it created an overlapping loan with her new program so she was no longer eligible to bring in those additional funds.  However, as a means to offset the costs, GCU offered Ms. [redacted] a tuition credit in the amount of $1,890.  On 8/1/13 GCU applied the credit properly to the academic year in which the drop fees occurred.  After this write off, that prior academic year still had an outstanding balance due in the amount of $878 which was the responsibility of Ms. [redacted].As stated above, Ms. [redacted] changed her program emphasis which created a new academic year on 7/11/13 and financial aid to cover the first payment period was received on 7/26/13.  Unfortunately, Ms. [redacted] failed the first course in this new academic year but did pass the second course (residency). Additionally, Ms. [redacted] did not continue after the second course. Therefore, since she did not earn the required credit to maintain the financial aid on account (due to failed grade not earning academic credit), Ms. [redacted]’s account became subject to the Department of Education’s return to lender calculation. GCU was unable to keep a portion of the financial aid received, which opened an additional balance on Ms. [redacted]’s account in the amount of $2,595.35 for a total amount due of $3,473.35 ($878 + $2,595.35). Since Ms. [redacted] was nearing her lifetime aggregate limits for federal financial aid, she was counseled multiple times to apply for a federal Grad PLUS loan to assist with the balance and to help her complete her program. Over 15 follow up attempts to work with Ms. [redacted] on ways to resolve this balance went without follow through. She also did not complete the Grad PLUS loan as she stated she would.In regards to the partnership discount which Ms. [redacted] states she should have received, GCU does not have a partnership with the employer Ms. [redacted] listed on her original admissions application.  If she has a Memorandum of Understanding that she received from a GCU employee, or has other documentation that GCU may research to determine eligibility we are more than happy to do so. However, at this time, there is no documentation on file that indicates Ms. [redacted] was employed by a current academic partner for the College of Doctoral Studies and this documentation should have been provided prior to enrollment for any discounts to have been applied.  We respectfully request any written documentation from GCU that Ms. [redacted] has so we may further research the matter.In summary, GCU did honor the write off for the dropped course that was promised to Ms. [redacted], and significant attempts to support her with options to address the existing balance are documented. There is also no documentation on file to support Ms. [redacted]’s claim of discount eligibility, but again we are happy to further investigate any documentation that she may provide. 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]Executive Director, Student ServicesCollege of Doctoral StudiesGrand Canyon University

I have spent years, trying to get through...... my first committee didn't even know they were my committee and backed out. Then I worked for a year with a committee to get through what they called "the process", finally the university claimed that I was finally correct that the committee they had original assigned was not capable of completing the process. I am not engaging with a new committee that seems to be nearly identical to the last. NOT ABLE OT FACILITATE FORWARD MOTION. Now I am not sure what to do....... if this what students are suppose to feel at the PhD level. After 25 years of teaching in higher education I would clearly state that GCU is a complete scam!!

I have been a student at GCU since 2010 and I am still working towards my degree. When I first enrolled I was told I could finish my degree in less than 2 years. I have the GPA to take more classes but did not learn this until this past summer so I had been taking one class at a time for years. I switched majors and was told I could take classes in April only for April to come and be told at the last minute that I would not be able to start classes in August. I took double classes and earned A's. After all of the obstacles I faced I made sure to ask the same question over and over because somehow they always go back on what they tell me. Sure enough I was told that I needed to pass 10 classes to graduate, I asked why they only had me scheduled for 6 classes and when they finally released my full schedule they had me scheduled for 11 classes instead of 10 classes. I even paid out of pocket almost $2k because the counselor said financial aid would not cover it then she goes and pushes back my schedule. I look at my schedule and they have me taking classes through 2018 and now my counselor has yet to email me back about a resolution. I am trying to figure out how I could take 6 classes in 5 months in 5 months and then have to take another 5 classes over 2 years, that makes absolutely ZERO sense. I feel like I am being strung along when all I want to do is get my degree and keep it moving. I thought about getting my Master's from GCU but now I am not sure. I just want out of there in April 2017, not October 2017 or April 2018. I am so done and I want answers and a resolution. I honestly have stories for days about this school but this is the latest situation that is so far beyond the last straw. The only reason why I am still there is because I have so many credits that I can't transfer.

Grand Canyon University (“GCU”) is in receipt of Mr. [redacted] complaint and we value the opportunity to respond.  The issue has been reviewed by the [redacted] Regional Director of Operations, [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 his attendance with GCU on 9/29/2015.  Upon the start of his classes he received the required net price calculator, a walk to class, student service advisor welcome call and he was also sent the welcome call check list.  Included in this material is the university’s policies and procedures including the withdrawal policy which is provided to every student in the likelihood there is an issue that requires them to withdraw.  Mr. [redacted] did state the first week that he was struggling and needed to focus on a routine with class.  The enrollment and student service advisor referred him to work with his instructor to get caught up.  Mr. [redacted] never requested to withdrawal within the required first week of class to receive a partial refund; therefore he is responsible for 100% of his balance due.  In addition to the above information, after multiple contact attempts from Student Service Advisor [redacted], she spoke with Mr. [redacted] on October 14, 2014 and offered him multiple options which included 25% tuition payment plus the $400 LMS fees.  Mr. [redacted] stated he would agree to this payment.  On November 5, 2014 Student Services Manager [redacted] again spoke with Mr. [redacted] and informed him that GCU would be willing to write off the remaining balance of $1,377 after the $835 was paid. Grand Canyon University continued to attempt to follow up with Mr. [redacted] over 20 times with only one response and no attempt to make the payment of $835.  On March 5, 2015 Mr. [redacted] account was transferred to the Internal Collections team due to non-payment of his balance.  While with the Internal Collections team Mr. [redacted] was sent two formal letters to his existing address in his file on March 11, 20154 and May 6, 2015.  In between the letters the collections team also attempted to reach him for payment four more times with no responses.  Due to Mr. [redacted] unresponsiveness his account was transferred to external collections on June 1, 2015.  Mr. [redacted] contacted his student service advisor on May 14, 2015 and was informed that since he did not pay his agreed upon portion of his balance and he was unresponsive his agreement was no longer valid and he would have to work with the collections team for resolution. Although though Mr. [redacted] did not make his agreed upon payment as he stated he would in October 2014, Grand Canyon University is willing to write off the balance of $1,377 as previously agreed upon.  In doing so we are willing to request $1,377 be removed from the external collections department; however Mr. [redacted] remaining $835 will remain with collections and he must setup payment arrangements through them.  GCU takes student complaints very seriously and does everything it can to resolve them in an amicable manner.  I hope the aforementioned information/actions will bring this matter to a satisfactory conclusion.  Sincerely,[redacted]College of EducationGrand Canyon University

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], Assistant Vice President of the Business Division and, based on that review; GCU has determined that Ms. [redacted] complaint was...

appropriately resolved. This determination is based on the following information:On June 15, 2012 Ms. [redacted] was provided a Lopes evaluation prior to starting her program with GCU on June 28, 2012. This Lopes pre-evaluation clearly indicated that the PSYCH- 525/Measurements and Statistics course taken by Ms. [redacted] at the University of Phoenix would not transfer into her program at GCU due to her low grade.  A copy of this pre-evaluation is 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]Assistant Vice PresidentBusiness DivisionGrand 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 [redacted], the Executive Vice President of Operations for the Traditional Campus and, based on that review, GCU has...

determined that Ms. [redacted]’s complaint was appropriately resolved. This determination is based on the following information.

With regard to Ms. [redacted]’s syllabus change concerns:

• Ms. [redacted] began attending Grand Canyon University in the Fall of 2013. She enrolled in the Bachelors of Arts in English Literature with a Minor in Biblical Studies. In the fall semester, Ms. [redacted] completed 16 credits (4 courses) which all met the outlined requirements of her major course of study at that time, English Literature program.

• Ms. [redacted] attended the Spring 2014 semester in the same English Literature/Biblical Studies program and was enrolled in 16 credits (4 courses), but dropped a course, reducing her credit count to 12 (3 courses).  All credits applied to her program when she started the semester.  In total, Ms. [redacted] earned 28 credits that applied to her original program of study, English Literature/Biblical Studies

• On February 12, 2014, 5 weeks after the semester began, Ms. [redacted] decided to change her program to a Bachelors of Science in Forensic Science. At this point in the semester, it was too late for Ms. [redacted] to make adjustments to her schedule for the Spring semester as the add/drop period had ended. Ms. [redacted] completed all coursework that was in progress at the time of her program change that semester. 

• When a student changes their program, especially in this situation from a Bachelor of Arts to a Bachelor of Science, credits earned from one program may not apply to the graduation requirements of another. The University tries its best to ensure as many credits apply as possible, but must abide by accrediting and other regulatory standards that govern program content. In Ms. [redacted]’s case, 8 credits (2 courses) completed as a Bachelor of Arts in English Literature/Biblical Studies did not apply to the Forensic Science program that she switched to. This was not due to a change in University policy or a syllabus change.  This stemmed from a request Ms. [redacted] made to change programs.

• While enrolled in the Forensic Science program, Ms. [redacted] sought approval from her Student Services Advisor to take a math course at a community college over the summer.  If completed and she passed the course, this would have met the Math requirement in Forensic Science.

• Ms. [redacted] worked at GCU in the evaluation office as a Student Worker, where she evaluated transcripts for transfer students. She was aware of the loss of 8 credits in the Forensics program and discovered that if she changed to the Bachelor of Science in Nursing program, she would not lose any credit at all, so she contacted GCU and made the program change on July 22, 2014.  At this time, she was already taking the community college math course that applied to her Forensics program, but unfortunately was not required for the Nursing program she was switching to. 

With regard to Ms. [redacted]’s financial concerns:

• Ms. [redacted] chose to live on-campus over the summer, and incurred $1632 in charges for housing. Ms. [redacted] met with her Student Services Advisor on April 10, 2014 and was reminded that all summer charges must be paid for by June 15, 2015. 

• On April 25, 2014, Ms. [redacted] set up a payment plan with her Student Services Advisor.  Ms. [redacted] agreed to pay her balance in two installments (one in May and the final payment in June). 

• The terms of this payment arrangement were not met. Payments were made towards this balance as follows: 

05/24/2014 $800.00

06/07/2014 $25.00

07/19/2014 $200.00

07/23/2014 $35.00

08/19/2014 $80.41

Total payments received: $1140.41

Remaining Balance: $491.59

• The balance owed is from housing services rendered during the summer semester, and the charges on Ms. [redacted]’s account are valid.  

GCU contacted Ms. [redacted] and her mother on Tuesday, August 26 to review the program change series of events and also offered to work with them on an adjusted payment arrangement because of their current financial situation. GCU invited Ms. [redacted], who was currently in Avondale AZ at the time, to campus for an appointment to review her options. Ms. [redacted] stated wanted to withdraw and return home to [redacted] where her mother currently resides and was not interested in meeting to further discuss or resolve the matter.

GCU’s policy prohibits the release of transcripts when there is a balance on account. GCU will promptly release the transcript once the balance is 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]. [redacted]

Executive Vice President, Traditional Campus Operations

Grand Canyon University

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], Regional Director of Operations Military Division and based on that review; GCU has determined that Ms. [redacted] complaint was...

appropriately resolved.  This determination is based on the following information:On March 5, 2015, [redacted], Student Services Advisor, contacted Ms. [redacted] and processed her request for her transcripts. Ms. [redacted] transcripts will be sent to the address provided by her.  In addition, I contacted GCU’s Legal Department to ensure Grand Canyon University was included in Ms. [redacted] bankruptcy claim.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 Operations Military Division Grand Canyon University