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], 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] f[redacted]cé has tried calling GCU to ask questions regarding Ms. [redacted] account. However, due to the [redacted] ([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] f[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] rebuttal complaint and we value the opportunity to respond.  The issue has been reviewed by the College of Nursing and Health Care Professions Regional Director of Operations [redacted] and, based on that review; GCU has determined that Ms[redacted] complaint was previously resolved.In the previous response GCU explained how the balance of $542 was created. In July 2011 GCU’s Office of Financial Aid conducted a review of Ms. [redacted] account and discovered that she was over awarded financial aid. This occurred as a result of an employee discount which Ms[redacted] was eligible for but was not processed on her account until after her financial aid had posted to her account.  As Ms. [redacted] received both financial aid and an employer discount, the amount of financial aid she received was over the amount she was eligible for.  As a result, GCU was required to either return the overage of her financial aid or return the employer discount which had been applied to her account.  GCU returned the financial aid overage. The return reduced the student loan amount by $542. Thus, this created a $542 balance on Ms[redacted]’ account which she is responsible for.  Ms. [redacted] diploma was sent to her on June 22, 2011 and her account was moved to graduated status because the review of her awards had not been processed until after that date on July 21, 2011. 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 Operations College of Nursing and Health Care ProfessionsGrand 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 has provided a response with inconsistencies which further leads me to believe that they are completely responsible for this negative account balance and they need to rectify the issue imeediately.
According the response received from Grand Canyon University, “Ms. [redacted] originally started attending Grand Canyon University on May 4, 2009. She attended until April 25, 2011 at which time she dropped out of attendance with Grand Canyon University.” This is incorrect as I was in attendance at GCU for the entire year of 2011. GCU also provided a copy of my account breakdown where it proves that I was in actively attending during the time they are saying that I dropped. 
Start Date Course Grade Weeks Earned Credits Earned2/14/11 ECN-220    B                7                         44/4/11 MAT-134    C        7   45/23/11 ECN-360    C        8   48/1/11 MGT-455    F        8   010/31/11 FIN-350    C        8   41/30/12 MGT-455    C        8   4
So from 2/14/11 through the end of 2011 I was actively attending GCU. There were breaks received due to holidays and after the end of the MGT-455 class I didn’t start back until 10/31/11 due to a surgery that I had on 10/7/11. My counselor at the time, Candace Albert, was advised and aware that I would be out after that class ended. So how is it that GCU can state that I dropped attendance on 4/25/11 but provides proof in my account breakdown that I was actively attending?GCU goes on to state that “Ms. [redacted] then decided to return to Grand Canyon University on February 14, 2012 which was approximately 9 months after dropping out of attendance. During that 9 month break Ms. [redacted] attended another school and received Financial Aid from that school. When Ms. [redacted] retured to Grand Caynon University on February 14, 2012 she did not disclose to GCU that she had received Financial Aid from a different university.” The above account breakdown that was provided by GCU proves that this is not true. As of 2/14/12 I was still actively enrolled in MGT-455 which started on 1/30/12. In reference to my attendance at other Universities, here is a breakdown:
[redacted] 6/24/2008 through 4/13/2009
As already confirmed, I started GCU 5/4/2009 taking my last class which started on 3/1/2010. 
[redacted] Summer/Fall 6/2010 – 9/2010
Grand Canyon University  2/14/2011 – 2/2012
Upon my return to GCU, I was advised that the curriculum had changed and that I had already taken a class that would gave me credit for the class taken at [redacted]. GCU states that I didn’t disclose to them that I had received financial aid from another university. I did advise my counselor, [redacted] at the time I returned to GCU. GCU’s response states, “When GCU checked her 2010/2011 [redacted] to clear her for the February 14, 2012 start date which would be the 2011/2012 financial aid year, there was no loan showing dispursed by another university. Therefore, GCU awarded Ms. [redacted] financial aid based on her not using any Finacial Aid for that year with any other university.” It appears that GCU made a huge mistake somewhere, resulting with me having a negative account balance of $5,266.00. With all of the inconsistencies in their statement it leads me to further believe that this is not my fault and Grand Canyon University needs to rectify this issue immediately. I have been sent to collections which has affected my credit in a horrible way. The information provided by GCU does not bring this matter to a satisfactory conclusion.
 
Regards,

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]’s last...

complaint was appropriately resolved. This determination is based on the following information:

Ms. [redacted] enrolled at GCU in the Spring Term of 2008 and her official start date was March 10, 2008.  In Ms. [redacted]’s complaint she indicates that she requested to withdraw from Grand Canyon University.  Per University records, that withdrawal was processed per her request.  Ms. [redacted] also states that she owes GCU “almost $10,000”; however, this amount is incorrect.  The balance Ms. [redacted] owes to GCU is $4,530 and is for the non-passing grades she received for her first two courses; [redacted] and [redacted] along the withdrawal fee.  At the time of Ms. [redacted]’s enrollment GCU’s policy was that students took two courses at a time and once they started one course, were assessed tuition and fees for both courses.  As well, Per GCU records Ms. [redacted] participated in both of her courses; twelve posts over three days in [redacted] and five posts over two days in [redacted].  See Attachment.  

As for Ms. [redacted]’s concerns regarding her student loans, Grand Canyon University never processed her financial aid due to a rejected [redacted]. The [redacted] rejection was not cleared and Ms. [redacted]’s financial aid was not processed as she officially withdrew from Grand Canyon University.  Therefore, there are no loan monies for GCU to return as Ms. [redacted]’s financial aid was never processed.  

Ms. [redacted] may contact GCU Collections Department at [redacted] to resolve her balance owed to GCU.  GCU welcomes the opportunity to speak with and work with [redacted] on resolving her 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,

Regional Director of Operations

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 understand the charges on the summer housing are valid. That is not my contention.
 

My contention is that my academic adviser, [redacted], gave me wrong information that impacted my financial affairs, my academic career at GCU and my peace of mind. In all the complaints I have read about GCU, this is the most common one: academic and even financial advisors are poorly trained and often give erroneous information ; when confronted with it, they will flat out deny it.  Their bosses are also very quick to back them up and paint the student as young, flighty, irresponsible, without knowledge or just plain mistaken. When thousands of dollars are involved in one's education, academic advisers should be well trained and also knowledgeable.  The lack of correct information may cause the student to make decisions that will poorly impact their financial health, which is what happened to me.

 

I plainly remember [redacted] telling me all my credits would transfer and then later telling me they WOULD NOT transfer because of the fact that GCU had changed the nature of my program. He conveniently does not remember this conversation and he is backed up by leadership at GCU .

 

On the one hand, they cite the fact that I was a LOPES Specialist and should know what credits transfer or not (if I should know, why don't academic advisers who are paid more than me know?), but when convenient for their argument, they paint me as a young person who cannot make up her mind as to what major I should have.  I felt insulted when [redacted] told my mother that GCU could help me get any degree if I didn't care what it was.  Who borrows money to just get some degree with no relevance to job market or personal interests?

 

My contention is that their academic advisers give erroneous information  and when they do, they are never held accountable . They can claim they didn't give wrong information and be backed up by GCU leadership. This is the contention of so many other complainants as well; this mode of operation is disgraceful of a so-called Christian college. Now I am out of funds and have had to go back home. My parents had to scrimp together the money to buy my plane ticket home. I have lost time, effort, money and I am disgusted at the lack of integrity of GCU and would warn anyone who contemplate going there to take their money elsewhere. 

 

 If GCU takes student complaints so seriously and really does everything they can to resolve issues in an amicable manner, I would prefer remunerations in some form, within reason and agreeable to the nature of this issue. Contrary to GCU's response via [redacted], the issue has not been resolved. Additionally, I did not refuse to meet. I was unable to even if I had been given the option due to gross lack of transportation. I was never offered that option. I later learned my Mother had been informed of that option but I was informed after the fact (e.g. I had returned home). Lastly, I never indicated during the phone interview with [redacted] that I was satisfied with the outcome or that I considered it resolved. 

 

Regards,

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.

At this point, my complaint is no longer about the debt.  My complaint has more to do with their collection practices.  First of all their response to my request comes too little too late.  According to [redacted] Grand Canyon University had 30 days to respond to my request for investigation.  I contacted the Revdex.com because they did not respond to my request in the specified time frame.  Furthermore, if account was sent to collections as they stated, why then is this account reporting a balance instead of reporting to the bureau "transferred" zero balance?  I think its high time Grand Canyon University cease reporting this item as they have violated consumer protection laws in the process.  I am making every effort to resolve this matter through the Revdex.com, rather than report this matter to the [redacted], [redacted] or take legal action in a courtroom before a jury.  I suggest they make themselves familiar with [redacted]) Ability of consumer to dispute information directly with furnisher.

Regards,

After reading the response by Grand Canyon University I can honestly say that Tara P[redacted] and Ms. L[redacted] are very confused regarding the days they tried to reach me with no success.  I can also say that no one reviewed the policies regarding how much time a student has to withdraw from a class before being charged the full balance. I dropped the class on 4/23, this was on a Saturday, as soon as I received my grades and feedback from the instructor. The instructor took 30 points off of my grade. 10 points were taken off because I wrote too many words (150 words over but after taken off the title page and references I was only 30 words over), she took another 10 points off because she claimed I didn't respond to enough students in my discussion post, another 10 points were taken off because she claimed I was late on one assignment. First of all, I have never heard of such a policy that an instructor takes off points for 30 extra words, secondly, I called Ms. L[redacted] to find out how many posts I had to write each week and the information she gave me was wrong, and lastly, I never handed anything in late! My submission date reflected the due date. I took a picture of this and sent it to my instructor! She informed me that I would have to speak to the technical department! It was very easy to see that the date I submitted the paper was on the due date. My work for the first week was excellent but all points that were taken off could've been avoided had someone told me the policies, rules, and showed me how to navigate, etc. I attempted to reach my instructor via e-mail, telephone call with a voice mail, and then I sent her a text message. Her response to me was to speak to my enrollment counselor.
 I was never given a walk through and because of this, I was lost! Tara P[redacted] tried to call me one time and I returned her call. She was celebrating her birthday and apologized for not getting back to me. This was at the end of the day, before school started. She also told me that she was taking the next 2 days off.  She told me she would call me Monday, 2 days before school began and she did not call me. I never received a welcome call from Ms. L[redacted] or Tara P[redacted]. If Tara P[redacted] or Ms. L[redacted] gave me a welcome call and explained the policies, rules, and withdraw deadlines then I would like to hear this taped conversation! Or let the Revdex.com listen to it.
Grand Canyon University records each and every phone call that they have with the students. These conversation must be taped for a reason! Let Grand Canyon do an investigation and listen to the recorded telephone calls. Once Tara P[redacted] enrolled me in class I had a very difficult time reaching her. She told me that we would be working together throughout the entire program. She failed to mention that Ms. L[redacted] was going to be my academic advisor. Those conversations are also taped and recorded. 
Grand Canyon University has no right to charge me for 8 weeks of classes when I attended for one week. I have NEVER heard of such strict withdraw policies. This is something that is vital for all students to know. In other schools, this information is given to all students, in writing,when you register for classes. This school doesn't have a registration office, or a financial aid office. Before Tara registered me for classes I was mislead by her. She didn't have the answers so she just said what I needed to hear, especially in regards to her being the only advisor I would have. No one tried to contact me to help with the LoudCloud system. If I was told by Tara that she would be my only contact person then why did I have to speak to four different people?  Before classes began, I spoke to Ms. L[redacted] and she asked me if I had done the walk through yet. I informed her that I had not done this yet. She told that this was something that Tara would be reviewing with me. This failed to happen. I did miss one appointment but we spoke the following day. The taped conversations will reveal the truth. This is why they tape them. No one ever talked to me about the withdraw process. I was offered to take the class over but after all of this confusion and unanswered questions I decided that this school was not a good fit for me. I refuse to pay for a service that wasn't rendered. As I have mentioned before, Grand Canyon University should make their withdraw policy known to each and every student. I am sure this has happened to others! Please listen to the taped conversations. Let the Revdex.com hear the taped telephone conversation that I had regarding the withdraw policies, the review of the Loud Cloud system, and the promise of being my only advisor. 
This is far from being settled. The truth has to be revealed and this should be taken very seriously!
Thank you,

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.After having a conversation with Dr. [redacted] of GCU it was determined I had NOT requested a chair change but rather my chair requested it due to medical condition she was facing. Additionally, I was not in constant communication during the course but rather leading up to my course because the previous course graded material was not provided to me until after the course was over. There is a 1 week gap between the end and start of a new course. Dr. [redacted] has reached out to me and has allowed me to work outside of the classroom with my new chair to get caught up and has also state he will award me 1 credit hour for the lost time in the course at the center of this dispute. Regards,[redacted]

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

Regards,

[redacted] I would NOT have gotten an F if these facts were true on the DIS course, NEXT what about my other 2 courses, the first RES and Methodology courses in 2014 and 2013 in #1 document that cost me $9000.

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 Military Division 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: Upon review of Ms. [redacted]’s educational records, her balance of $7,103 is due to her failing four courses and having her financial aid returned to the lender for failure to complete the academic aid year.  I spoke with Ms. [redacted] on February 9, 2015 and discussed the failed grades and balance.  Ms. [redacted] was not aware that she had failed four courses and that the balance was a result of the failed grades and lack of completing her federal aid requirements.  Ms. [redacted] was under the assumption that the balance was from future courses that she never completed but was charged for.  However all the future scheduled courses were dropped appropriately and no financial balance was associated with those courses.  Ms. [redacted] said she now understood her balance and was apologetic for not resolving it sooner.  She was appreciative for GCU taking the time to explain her situation and putting her in the right direction to resolve her balance with the collection agency.  She now plans to pay off her balance and return to GCU to complete her remaining coursework and graduate. In addition to the above information, GCU agreed to send Ms. [redacted] the contact information for the collection agency so that she could resolve the balance, and she stated that she would be contact the University at a later time to complete her program.  Ms. [redacted] was pleased with the result, and mentioned that she would log back onto the Revdex.com website and update her claim as resolved.  No further action is required at this time. GCU takes student complaints very seriously and does everything it can to resolve them in an amicable manner.  I hope the aforementioned information/actions will bring this matter to a satisfactory conclusion.

Dear Revdex.com,Grand Canyon University (“GCU”) is in receipt of Ms. [redacted] complaint and we value the opportunity to respond.  The issue has been reviewed by Chris K[redacted], the College of Theology Regional Director of Operations and, based on that review, GCU has determined that Ms. [redacted] complaint was appropriately handled. This determination is based on the following information:With the request we were given from Ms. [redacted], we were unable to discern the difference in a class vs University withdrawal. The verbal request made by Ms. [redacted] to withdraw was interpreted as a request to fully withdraw from GCU. That being said, if Ms. [redacted] wishes to remain with GCU, our previous offer is still valid for assistance in offsetting any out of pocket costs, as long as Ms. [redacted] meets date parameters that exist for the offer she was made which are outlined below.In the event that Ms. [redacted] chooses to continue on her path with GCU, we are still able to offer the same non-passing grade credit to her account to assist in her ability to continue with her studies. The credit can only be applied for up to 120 days from the last attendance date, so Ms. [redacted] will have to be back in attendance by 2/19/2016.  If this does not happen, we will have to continue to rely on her agreement to pay the balance in full by 2/26/2016.  Otherwise, Ms. [redacted] file will be moved to GCU’s internal collections team at which time they will attempt to make other arrangements with her in the event that she does not fulfill the commitment to either return to the program, or pay her balance in full by 2/26/2016.  Ms. [redacted] can contact Brianna T[redacted] Student Services Manager, at [redacted] in order to assist with her return to 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 K[redacted]College of TheologyGrand Canyon University

To date, the [redacted] has never contacted me about an audit regarding my attendance.  Since 2009, using [redacted] money, I have earned five degrees, and at three different levels.  This is not suspicious attendance. 
GCU had to have already had my NAU transcript in order for me to be admitted to GCU.  Additionally, [redacted] told me over the phone, during our last scheduled introductory counseling session, that GCU already had all of my needed transcripts.  Thar is why I had not sent in my CSUS transcript.  So, the excuse that GCU could not process my [redacted] loan because they did not have all of the needed transcripts is not valid, as they had told me otherwise, and thus they created that situation. 
Before I started class at GCU, GCU knew that I needed [redacted] money in order to pay them.  So, for them to let three weeks pass, and still not get their money from [redacted] is not my fault, thus not my problem.   This is another artificial problem that GCU created. 
I never signed a contract, saying that I would pay for classes that were barely attempted, and that I could or would pay for classes out of pocket. 
GCU did not use ~1900 worth of labor on me.  Therefore, this amount shocks the conscience for only three weeks worth of attendance.
Why did GCU only now mention a military discount? 
The same GCU person that responded to Revdex.com also just sent me an email, stating that my account has already been sent to collections.  This is unreasonable, as she knows that the amount due is being disputed.  If this shows up on my credit report, then this will need to be corrected by GCU. I feel that GCU is retaliating for my Revdex.com action. 
GCU needs to be able to let students begin a class, but leave soon thereafter, and not have personal bills and bad credit due to it.
If at the end, I agree to pay GCU anything, then I would need a fair payment plan.  I would also need any bad reports to the credit reporting agencies reversed.

Grand Canyon University responded but made it seem as if it were my fault that they did not communicate to let me know what exactly would be going on with my financial aid. I was adamantly told on several occasions that my financial aid was approved and it was disbursed and my classes were paid for, therefore I did not owe any money. They claim they tried to contact me when that is not true the least. So no it has not been resolved and I am outraged that a so-called university would be out to just collect money from people. Its sad and I will never recommend anyone to this school or University of Phoenix which my co-worker and sister have had issues with as well. Maybe it's just Arizona but I am not a fan.

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 Southeast Division Associate Vice President, [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] enrolled into the Masters of Arts in Teaching with an emphasis in Teacher Leadership program beginning on July 19, 2012.  She attended her first course, [redacted] (Classroom Engagement and Management) from July 19, 2012 to August 2, 2012.  She attended and earned points for the first 3 weeks of her 8 week course.  See Attached.  Per GCU’s drop/refund policy, students who drop after the 1st week of class are not permitted a refund and are 100% responsible for the cost of the course.  Below reflects the GCU’s 2012 Drop/Refund Schedule.  Ms. [redacted] also acknowledged the drop/refund policy by signing her GCU Enrollment Agreement.  See Attached.  Based upon this information, Ms. [redacted] is responsible for the cost of the 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 refundGCU 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 Education SE DivisionGrand 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.]

Regards,

P.s. I had my credits evaluated and only 41 of the 92 are acceptable.

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], Regional Director of Operations...

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] began her two courses on May 19, 2014 and officially withdrew from these classes and her program on May 27, 2014.  By signing her enrollment agreement, Ms. [redacted] acknowledged receiving Grand Canyon University’s Policy Handbook, Academic Catalog and Student Handbook available to her at the website: [redacted] and acknowledged that she understood she could receive the most up-to-date information at the above site regarding all University policies, included refund policies.  Per University policy, students who drop a course during or after week 2 are not eligible for a refund.  As a result of dropping her courses in the second week of class, Ms. [redacted] is responsible for 100% of the tuition cost for her classes.

 

In addition to the above information, on May 27, 2014 Ms. [redacted] was appropriately advised by her Student Services Advisor that the tuition for her two courses would not be covered by financial aid and that she would be responsible for the balance. Had Ms. [redacted] chose to complete her two classes, the cost of tuition would have been covered.  However, Ms. [redacted] did not wish to continue with her two courses because the credits would not transfer to her local school.  GCU is not unwilling to take payment arrangements with Ms. [redacted].  However, if GCU were to accept the terms requested by Ms. [redacted], it would take 66 months or five-and-a-half years for her to pay her balance in full.  GCU is willing to accept an alternate arrangement with Ms. [redacted] just not over the length of time requested by her. GCU is willing to keep Ms. [redacted]’s account from collections if the terms of her payment plan allow for her account balance to be paid in full within an 18-month period.

 

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,

 

 

Central Region

Grand Canyon University

Grand

Canyon University (“GCU”) is in receipt of [redacted] complaint and we

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

Business Division – Brett M[redacted] and, based on that review, GCU has determined

that [redacted] complaint was appropriately resolved....

This determination is

based on the following information:Unfortunately,

[redacted] was improperly advised by her Teacher Education Specialist in regards

to her student teaching course.  [redacted]

was not completing the EDTPA certification path and therefore, did not need to

take the first 8 weeks of her current course. 

As a result and per [redacted]’s request, GCU has agreed to write off half

the cost of this course and would like to apologize for any inconvenience this

has caused [redacted].  On October 25, 2016

Student Services Manager, Tammy S[redacted] emailed [redacted] and informer her of

this information.  GCU

takes student complaints very seriously and does everything it can to resolve

them in an amicable manner.  I hope the aforementioned information/actions

will bring this matter to a satisfactory conclusion.

Dear Revdex.com,Grand Canyon University (“GCU”) is in receipt of 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 Ms. [redacted] complaint and we value the opportunity to respond.  The issue has been reviewed by the College of Education- Matthew N[redacted] and, based on that review, GCU has determined that Ms. [redacted] complaint was appropriately resolved. This determination is based on the following information:Ms. [redacted] started her program with Grand Canyon University on September 28th, 2015.  Two days later Ms. [redacted] contacted her student service advisor Catherine C[redacted] requesting to drop because she received communication that she was accepted into a different program through her work.  The Ms. [redacted] requested to withdraw after posting into her class the first week which placed her in the 25% refund period.  Grand Canyon University’s refund policy would require that Ms. [redacted] be responsible for the full $925 balance based on her attendance in her class.      Ms. [redacted] contacted Grand Canyon University again after the initial Revdex.com response was submitted and stated that she found out she was not eligible for the new program that was offered to her through her work.  At this time Ms. [redacted] had already officially withdrawn from GCU but has since asked to return to GCU.  We have approved for her to return as of November 2nd, 2015.  At this time the university will only offer to waive the 25% tuition that was previously charged as long as Ms. [redacted] completes the retake of the previously withdrawn class.  The total amount eligible to be waived is ($440) and Ms. [redacted] will be responsible for the remaining balance of $485 because the LMS fee and Canyon Connect fees are non-refundable.  This balance can be paid out of pocket by Ms. [redacted] or through the use of her future available financial aid funding upon her return to the university.  If Ms. [redacted] chooses not to return she would be responsible for the $925 balance in full and due immediately.  At this time, the university feels that this offer is more than reasonable based on Ms. [redacted] current situation.  Mr. N[redacted] is in the process of contacting Ms. [redacted] to explain this to her voice to voice and to answer any questions she may have.    GCU takes student complaints very seriously and does everything it can to resolve them in an amicable manner.  I hope the aforementioned information/actions will bring this matter to a satisfactory conclusion.  Sincerely,Matthew N[redacted]College of EducationGrand Canyon University