Grand Canyon University

Review: Grand Canyon University (GCU) advertises that their online Master of Education In Special Education, Cross Categorical K-12 program, leads to initial (teaching) licensure and it does not. I began the online program in August 2013 and it concluded in May 2015. I was connected with faculty who worked specifically with knowledge of the [redacted] educational certification requirements and are assigned to work with students from [redacted] to ensure they meet the necessary requirements, to receive their teaching certification upon completion of the program. When I completed all school requirements and state board exams and applied for my license, the [redacted] advised I did not fulfill a "Teaching to Read" obligation that has been in effect since 2002 and strictly enforced since 2012 (per [redacted]) and my application is on hold. [redacted] at GCU advised they have been aware of it since April 2013. They only "mention" this to some of their students and apparently it is only mentioned after the funding has commenced in the last semester. Since the school does not advise (some of) the students that use student loans, they very well know, Federal Funding is only possible when the courses you are taking lead to a degree or a specific certification as in a "trade school." So these students in particular are stuck having to find funds and pay for classes in a short period of time in order to be hired in the positions they have applied for. They do not offer the courses as a lab, elective or part of the program when they know that students in [redacted] will be denied licensure and the GCU program has been paid for in full. They do not have a disclaimer that states "Initial Licensure for ARIZONA only..." et cetera. Most importantly, I was not told up-front in August 2013 when I applied and given the choice to choose a different school and or program. These are Fraudulent practice on behalf of the school and the public, state of Arizona credentialing department should also be advised.Desired Settlement: I believe I should be given store/school credit for the classes I will now have to take in order to receive my license from the [redacted] as Grand Canyon University's advertisement was misleading and their product was unsatisfactory and did not stand up to the "guarantee" as stated in title and description.

Business

Response:

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], Regional Director of Operations 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] enrolled in the MED Special Education Institutional Recommendation (IR) program on August 22, 2013 and graduated on May 13, 2015. As part of the admissions process Ms. [redacted] signed an enrollment agreement on August 15, 2013 to acknowledge her understanding of the policies, procedures, and requirements of the University. Page 8 of the signed enrollment agreement is as follows “The Grand Canyon University College of Education is approved by the [redacted] to offer Institution Recommendations for the certification of elementary, secondary, and special education teachers, and principals only. Programs that lead to licensure contain a student teaching or internship component. Teacher and principal candidates are responsible for contacting their state department of education for certification requirements and program approval.” All students must acknowledge that it is the requirement of the student to contact their State’s teacher licensure office for certification requirements and program approval.In addition, the Teacher Education Specialists spoke with Ms. [redacted] on 6 separate occasions prior to her graduation between August 2014 and May 2015 to remind her of the [redacted] Reading requirements. Furthermore, 3 more calls were made to Ms. [redacted] after she graduated from the program as a courtesy reminder to follow up on the additional requirements. The reading requirement is not a mandate in Arizona therefore not required for certification or part of the program. Nonetheless, GCU is willing to offer a 75% discount on the two CTE courses that are required by the [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,[redacted]College of EducationGrand Canyon University

Consumer

Response:

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.When I applied to Grand Canyon University, [redacted] (my Enrollment Counselor) advised I would be assigned to a Teacher Education Specialist who works with the department of education for my state and will assist me with making sure I take the correct state board exams and meet the requirements et cetera. [redacted] was my Teacher Education Specialist (TEdS)and it is from him that I received the proper codes and names for the [redacted] State Licensure Exams and additional requirements for the [redacted] with regards to licensure, student teaching and the like (please see attached emails). If it were the students responsibility to know what their respective states require to become licensed then please advise why there are "Teacher Education Specialist" assigned to students upon enrollment? Since the University was well aware of the requirements since April 2013 (at minimum, per [redacted]), then whey were they not up-front and advertising that you will be licensed only in the state of Arizona upon completion of this course as other states [may] have additional requirements? Also, since they offer the classes, why then would they not advise prior to enrollment and or as soon as your are placed with a TEdS, they give you a list of the additional courses you need to take during the 21 months you are in the Master Degree program. Conversations have transpired around this issue at course completion and subsequent as I felt this was an injustice that had befallen me and the University should shoulder some responsibility.

I have had an negative experience with GCU during my entire effort to achieve my Masters degree in Healthcare Admin. From the excessive cost of the degree, to constant issues with receiving my dipersements, being mislead about numerous issues and then today (adding insult to injury) I find out just 10 weeks before I graduate that they are charging me an additional $150 (on TOP of the cost of the courses) just to get my actual paper degree!! I am truly disheartened with this University! In my efforts to get help I even cc'd the president of the university on the most egregious of these complaints and never even received a response from his office!

Review: This is the worst, most unprofessional, most fraudulent organization I have ever encountered. They randomly dropped me from classes after I had paid- and this was after 2 years of various delays from incompetent professors and staff- I had to pay for a class- and could do NOTHING- for an entire course because my professor didn't know how to work her email! I was delayed further after another professor "forgot" to look at a paper I turned in for FOUR WEEKS! They are doing everything they possibly can to scam students for as much money as possible, leaving students with exorbitant debt and no degree to show for it.

I have three years' worth of documentation of unethical delays designed to force students to stay in a program longer than necessary so they can just scam as much money as possible out of students.Desired Settlement: They are using these tactics to delay my graduation. This needs to stop. Finish my progression through the program.

Business

Response:

Dear Revdex.com,Grand Canyon University (“GCU”) is in receipt of Ms. [redacted] complaint and we value the opportunity to respond. The issue has been reviewed by the Executive Director of Student Services from the College of Doctoral Studies, Nancy P[redacted] and, based on that review, GCU has determined that Ms. [redacted] complaint was appropriately resolved. This determination is based on the following information:Ms. [redacted] began a continuation course (DIS-975) with GCU on January 28, 2016 and paid for this course in advance of the class start date. Her complaint is correct in that this course was erroneously removed from her schedule. However, it was an unusual technical error which was corrected immediately upon being brought to GCU’s attention. Per GCU records, on the morning of Ms. [redacted] course start date, January 28, 2016; she notified her Dissertation Student Services Advisor Terila J[redacted] of her inability to gain access to the course. Upon receiving Ms. [redacted] email at the start of her shift that morning, Ms. J[redacted] responded immediately to Ms. [redacted] and informed her that she was working on a resolution to have the issue resolved. Ms. [redacted] replied and thanked Ms. J[redacted] for being on top of it. The issue was resolved that same day within a few hours and Ms. J[redacted] notified Ms. [redacted] immediately that class room access had been restored. Thus, Ms. [redacted] was still provided the opportunity to participate in the course on her first day of class.In regards to Ms. [redacted] allegations of unprofessional interactions with her dissertation chair and committee, GCU records indicate that Ms. [redacted] submitted four separate complaints on March 6, 2015; July 9, 2014; July 24, 2014 and April 6, 2015 citing difficulty reaching her dissertation chair in her first complaint and untimely feedback by her dissertation chair in the following three complaints. Separate independent investigations were conducted by GCU to research Ms. [redacted] claims that included in-depth review of classroom participation, system activity, and email interactions between Ms. [redacted] and the committee. However, all four investigations revealed that the committee responded to Ms. [redacted] within the published service agreement timeframes established by the college. Therefore, all four separate investigations determined that Ms. [redacted] complaints were unsubstantiated. Grand Canyon University values the diverse opinions of terminal degree prepared committee members and their part in the learner’s dissertation journey. Feedback is offered to assist the learner in publishing scholarly level work that adds new information to the existing body of knowledge for their chosen topic. The process is extensive and a great part of that journey is the scholarly collaboration between the learner and the committee members. In September 2015, Ms. [redacted] was approved to begin data collection for her dissertation study. This is a critical milestone toward her degree completion and we applaud her on this accomplishment.At this time, all specific allegations submitted by Ms. [redacted] have been researched and unsubstantiated. The matter relative to the course removal was corrected the same day and within several hours of being brought to the attention of Ms. [redacted] Dissertation Student Services Advisor. If Ms. [redacted] has a specific matter that she believes to be unresolved, we welcome the opportunity to review that item and quickly bring it to closure. GCU takes student complaints very seriously and does everything it can to resolve them in an amicable manner. I hope the aforementioned information/actions will bring this matter to a satisfactory conclusion. Sincerely,Nancy R. P[redacted]Executive DirectorCollege of Doctoral StudiesGrand Canyon University

Review: My problem is that I was manipulated and pressured to sign up for classes at GCU, During the process I was mislead and misinformed about the financial aid that I would receive, I constantly asked for the appropriate information and was given false and misleading information. I canceled the classes due to the deceptions and am now being billed a thousand dollars. To this date I still have been denied the information that I have been asking GCU to give me. I feel that the company did everything that it could to get me far enough into the process so that I would have a financial obligation while misleading and lying about the financial aid process.Desired Settlement: I would like to have the charges removed from my account.

Business

Response:

Dear Revdex.com,Grand Canyon University (GCU) is in receipt of Ms. [redacted] complaint and we value the opportunity to respond. The issue has been reviewed by the Regional Director of Operations, [redacted], and based on that review GCU has determined that Ms. [redacted] complaint was appropriately resolved. This determination is based on the following information:A thorough review of Ms. [redacted] account was conducted and GCU could not find any evidence of Ms. [redacted] being “manipulated” or “pressured” into signing up for classes with GCU. On the contrary, the process occurred over a 6-week timeframe in which Ms. [redacted] expressed her eagerness to start courses as soon as possible. A summary of communication exchanged between Ms. [redacted] and her Enrollment Counselor, [redacted], and Student Services Advisor, [redacted], is provided as follows:07/28/2014 - Initial conversation between Enrollment Counselor [redacted] and Ms. [redacted] took place and Ms. [redacted] stated she was eager to start school as soon as possible. Ms. [redacted] described the admissions process and completed the Net Price Calculator (This is a breakdown of all tuition charges and fees throughout the student’s program) and emailed it to Ms. [redacted].07/28/2014 – An Enrollment Application was filled out by Ms. [redacted] and she chose 8/25/2014 for her start date.7/30/2014 – Ms. [redacted] spoke to Ms. [redacted] about alternative credit options and explained the [redacted] process.8/8/2014 – Ms. [redacted] spoke with Ms. [redacted] about required verification documents and sent Ms. [redacted] the appropriate forms.08/22/2014 – Ms. [redacted] sent an email to Ms. [redacted] requesting that she submit her HS diploma to GCU for review.09/02/2014 – Ms. [redacted] start date was postponed as verification had yet to be completed.09/08/2014 – Ms. [redacted] start date was postponed again since verification was still incomplete. Ms. [redacted] scheduled a “Walk to Class” with Ms. [redacted] to explore the online classroom. 09/09/2014 – Ms. [redacted] was cleared by Ms. [redacted] to start classes.9/12/2014 – A Walk to Class was completed with Ms. [redacted] by Ms. [redacted] and Ms. [redacted] also assisted with setting up a Welcome Call between Ms. [redacted] and Ms. [redacted].09/12/2014 – Ms. [redacted] received a Welcome Call from Ms. [redacted]. A Welcome Call is provided to all students prior to the start of their course and important policies and procedures are addressed during this call with the student to include GCU’s participation and academic expectations as well as financial policies and procedures, including but not limited to the tuition refund policy. 09/15/2014 – Ms. [redacted] started class.09/16/2014 – Ms. [redacted] expressed concerns to Ms. [redacted] about her decision to go to school. Ms. [redacted] also stated that she did not feel confident about her decision to be in school.09/16/2014 – Ms. [redacted] followed up with Ms. [redacted] and explained all of the options and financial responsibilities associated with dropping a course to her.9/19/2014 – Ms. [redacted] called in to withdraw from school. Ms. [redacted] transferred the call to Student Services Advisor, [redacted], for processing.09/19/2014 – Student Services Advisor [redacted] spoke with Ms. [redacted] regarding GCU’s refund policy and the financial ramifications of a drop. Ms. [redacted] acknowledged that she understood her financial obligation and requested to proceed with the drop. At this time, Ms. [redacted] also requested to be billed for the amount due.GCU takes pride in the transparency of its enrollment processes. At no time was Ms. [redacted] presented with false information regarding transfer credits, cost of tuition and fees, refund policies, or financial aid processes. As well, as stated above, GCU provides all incoming students with a Welcome Call in which important policies and procedures are addressed. Ms. [redacted] Welcome Call was conducted on 09/12/2014 at 08:32AM; three days prior to her start date. During this phone call, Ms. [redacted] was informed of GCU’s participation and academic expectations as well as financial policies and procedures, including but not limited to the tuition refund policy. GCU’s tuition refund policy states the following:Students who drop/withdraw from a course/all courses are eligible for the following refund: Before Week 1................................................ 100% tuition refund During Week 1 ................................................. 75% tuition refund During or after Week 2 ................................................... No refundIn addition to this policy being thoroughly reviewed with Ms. [redacted] via telephone, the refund policy was also detailed on the Enrollment Agreement she signed on July 28, 2014. This enrollment agreement explained the student’s financial obligation once posting into classwhich is as follows:I am in agreement with the charges as indicated here and elsewhere in University publications and understand that my tuition, applicable fees, and other charges assessed in accordance with Grand Canyon University's published financial policies are my responsibility and due upon enrollment. I accept responsibility for any balance unpaid by Financial Aid, Direct Bill agreement, or resulting from a returned check or credit card. A $25.00 fee will be charged for all returned checks. I understand that I am liable for all charges incurred after the date of this agreement. Failure to pay debt as agreed may result in withdrawal from Grand Canyon University. If it becomes necessary to enforce payment of this account, attorney's fees, court costs, and collection agency fees may be added to the amount owed.Finally, by signing her Enrollment Agreement, Ms. [redacted] also acknowledged that she had access to the University’s Policy Handbook which also contains GCU’s course tuition refund policy.Further to the above information, on multiple occasions, Ms. [redacted]cé has tried calling GCU to ask questions regarding Ms. [redacted] account. However, due to the [redacted]) laws, a third party cannot access a student’s account unless the student has completed a [redacted] release form. As well, as part of the process for approving a third party information release form, the student must contact GCU’s Office of Academic Records via telephone to confirm that they have authorized the third party release. At one time, Ms. [redacted] had submitted a request to grant access to her f[redacted]cé to access her account however she never followed through on the confirmation portion of the request and therefore the request was denied. To date, Ms. [redacted]cé continues to call GCU requesting to discuss account information and we have had to politely refuse to disclose information as this would be in violation of [redacted] regulations.To conclude, GCU cannot substantiate Ms. [redacted] claim that she was in any way pressured or manipulated into starting classes with GCU. Ms. [redacted] was provided with clear and concise information regarding GCU’s policies and procedures including our refund policy. Despite being advised of the financial ramifications that would result in dropping her course after incurring financial responsibility, Ms. [redacted] elected to complete her withdrawal request. Therefore, GCU is not willing to waive Ms. [redacted] charges and the account balance is due immediately and in-full.GCU takes student complaints very seriously and does everything it can to resolve them in an amicable manner. I hope the aforementioned information will bring this matter to a satisfactory conclusion. Sincerely,[redacted], MBARegional Director of Operations

Review: I am a 100% disabled veteran of the U.S. Navy and I have vocational rehabilitation benefits to cover all education charges. I am currently trying to buy a home in Modesto, California and they put almost 6,000$ of debt that I owe them for taking 1 class at the university. The first thing they did was hounding me to join their university and assured me that all finances would be covered by the VA. I told them I didn't want to start school until the VA was officially involved in the finances, but they kept calling and pushed me into starting school and said everything would be okay with the VA. Then I finished 1 class and decided that online college wasn't for me. My question to them is how are they going to charge 6,000$ for 1 class and come after me for the money when they know I have benefits with the VA? Also there is no way 1 class can add up to 6,000$ and they should have done their job and got the money for 1 class from the VA like they said they were going to do.Desired Settlement: I want this off my credit. I should not have to pay for their negligance. I want this done asap or I will have to go further and file a lawsuit for not being able to purchase my house and lawyer fees.

Business

Response:

Dear Revdex.com,

Grand Canyon University (“GCU”) is in receipt of [redacted]’s complaint and we value the opportunity to respond. Upon investigation, GCU agrees that the balance in question should have been covered by the student’s military benefit. However, as too much time has elapsed to collect payment from the Veteran’s Administration, GCU has agreed to waive the balance.

GCU 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,

Grand Canyon University

Review: I was enrolled in Grand Canyon University in 2011- 2012. During my time at the school I became ill in 2012 and found out I was pregnant. I was hospitalized a few times and informed by my doctor to only things that were necessary and cut back on stress. I contacted my then advisor for an appeal for classes that I could no longer attend due to my illness (which I have record of). At that time he informed me that I would have to speak to my financial aid advisor. My advisor advised me to appeal both classes that was currently in and I would hear back shortly. This occurred in August, 2012. I proceeded with being ill and even was on bed rest due to high blood pressure amongst other pregnancy woes (in and out of the hospital). I did not hear back from anyone in writing or by phone. I was then contacted by inside collections from the school and I asked why I had not heard about my appeal. I was threatened and harassed by this collector for months without resolve or a response from my appeal. He even went as far as harassing me while I was in the hospital and days after they released my sick son who took hours to wake up and eat after birth. Although, it seems like much, it was a very stressful time and I informed the collection agent, because I still had not heard back from the appeal process. Once well in late November, I began to contact the supervisor of my financial advisor since he was no longer with GCU. After several calls and emails I finally received a response in February---yes February 2013 (I have record of all of this information). The response in February was less then satisfactory and down right unbelievable since it was now more then 6 months for a response. I spent countless hours meeting and email exchanging with the Director of Student Services until she was ill on medical leave. Other then her assistance it was unbelievable the lack thereof and plain good old customer service when it came to the financial team and accepting the responsibility of their team! Once I called months later after taking a mental break from pure insanity due to lack of assistance and customer service. I wanted to finish my degree, so I contacted the "grand" (sarcasm) financial aid department, only to be told I was in collections. Funny thing was I was not in collections and due to my call, they contacted the attorney to collect from me. I informed them that although my appeal had been finally received after 8 to 9 months in writing (which I thought was not asking for much), I wanted to appeal again due to the lack of concern and I wanted if possible to appeal in person to present all of the correspondence that was never responded to for months. Not sure if this is how they are trained--not to work with you unless you are talking about payment. But rest assured talking to the very team that has dropped the ball will not give you resolve because one would then have to admit there was an error on their end and that was not happening. To add insult to injury, the attorney and collection agency admitted that it was strange that they received my information very late "after the fact". You see, no one took action until I called and had the nerve to admit in writing--sound strange? In conclusion, I had a collection agent who sound like he was at home calling several people that were not references and informing them of the so-called debt. He called my employer and harassed them and he also called me threatening and yelling calling back to back. I often wonder if I was an athlete would this have occurred? If I was not a minority or a women would you have accepted my appeal and I would be done with my education and degree at this point? Calling your school for a response is null and void. No one calls back and at this time, I keep a log of everything due to this. It is absurd and ridiculous the experience I have had.Desired Settlement: I am requesting that due to ALL of the circumstances that I have not be afforded, I would like GCU to take responsibility of these unfortunate events and waive all of the current fees owed and release my official transcripts. The other alternative would be for me to complete school with a clean slate. I really just want resolve and to complete school. I would have never taken the steps provided by my financial advisor if they were not given. We had several conversations and he assured me this was the best route. I do not believe that appeals are guaranteed for the positive but according to my handbook I was never afforded due process. I provided my the necessary forms and my personal health records and did everything on my part. Why is the school allowed not to hold up their end of the bargain-the school contract/handbook? A simple response would be nice in a timely matter. Let's get this resolved so I don't waste another few years of my life trying to have what is right completed by GCU.

Business

Response:

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 Business Division – 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] account balance is the result of 4 consecutive terms with non-passing grades. Unfortunately failed courses are not covered by Title IV Financial Aid in a borrower based system which requires that students demonstrate successful academic progress in order to earn funding. [redacted] claim that she was not responsible for her balance was reviewed at both the division and university levels, and the balance was determined to be valid at both levels.

In addition to the above information, GCU made 23 attempts between September 26, 2011 and April 24, 2012 to resolve this issue with [redacted] from the time the balance was created in June of 2011 through April of 2012 when her account was sent to collections due to her unresolved balance. As well, even after [redacted] account was in collections, GCU continued to try to find a solution to return [redacted] to school. GCU offered [redacted] several settlement options between August 31, 2012 and February 5, 2013 that would have reduced her balance – none of which [redacted] accepted.

Nonetheless, as the University always tries to serve the best interest of its students and does wish to see [redacted] return to school to successfully complete her degree, GCU is willing to forgive 50% of [redacted] $2,102.75 account balance if [redacted] is able to pay the other half of her balance. GCU is willing to enter into a settlement agreement with [redacted] in which she would complete an approved payment plan for $1,051.75 and once payment is completed, GCU would waive the other $1,051.75. [redacted] can contact me at [redacted] to discuss this settlement option.

GCU takes student complaints very seriously and does everything it can to resolve them in an amicable manner. I hope the aforementioned information/actions will bring this matter to a satisfactory conclusion.

Sincerely,

Regional Director of Operations

Grand Canyon University

When I started my undergrad in 2010, the school held so much promise for a quality education at a reasonable price. Since 2010, Grand Canyon University has introduced $250 annual parking fees, $250 activity fees for each semester, built a ton of new dorms but have done nothing to accommodate on-campus students with additional parking.

I'm sitting here so beyond frustrated with my experiences with GCU, that I'm having a hard time putting my thoughts together collectively.

Let's start with the education, after all, that is why we are all here. When I came to GCU, I began as a nursing student and discovered very quickly that nursing wasn't my forte. So I transitioned into Accounting in 2012 with aspirations of obtaining a graduate degree from GCU and my CPA to follow. When I spoke to my SSA in 2012, we created a map of all of the classes I would need to take before graduating. I specifically asked if I could complete my undergrad still within a 4-year frame. She assured me she could and even provided me a handout with classes that I should take each semester until graduation. I was told that with instructor approval and at least a 3.5 GPA that I would be able to successfully take Intermediate II and Advanced Accounting in the spring semester simultaneously. Here I am, my senior year, 2nd to last semester, week of finals before transitioning into the spring semester - being told that we are no longer able to take both classes simultaneously and for that reason, would no longer be able to graduate with my graduating class. You see, this is frustrating as it screwed approximately 40 of us. Eager to find a solution, the head professor of accounting contacted the Dean of the KBCOB. They advised us that there was nothing they could do to help us in this situation. I, myself ended up asking them to offer them as ground classes for 8 weeks back-to-back to ensure graduation as they had originally promised. They told us they could not do that due to the limited amount of accounting professors they have on staff... This is the week of finals week, mind you, resulting in us all completely stressing out. They finally gave us the solution of taking it online in 8-week increments back-to-back. But you see, that affected the international students and some of our military that were attending campus as they had to attend ground classes ONLY in order to continue to receive their benefits. These are our hardest accounting classes of our undergrad, and we were being told if we wanted to graduate our only option was to take them online in 8 week increments. This is accounting - you can't learn in an online environment with accounting. You might ask why it might have been a big deal for us all to take the one summer class. First off, it’s additional couple thousands of dollars. Second, I had already applied to [redacted] to obtain my graduate degree that coming fall. They needed my transcripts stating that I had graduated – latest, in May. (Yes, [redacted] because my negative experiences with GCU had accumulated in such a negative manner). Let's move forward a couple of weeks. So I began Intermediate II online on January 7, 2014. I find out then, that not only are they using an outdated textbook from the one they use on campus, but that we are also being charged an additional $92 per class to attend ONLINE. It was not our choice to attend online since they did not provide a ground class solution. We asked if the fees would be waved, and they assured us that they would. Except for now, they have revoked that promise and here we all are having to pay for a class that has an outdated textbook with solution manuals all over the internet!! (Seriously – what happened to quality education??) Not only is it hard to contact your assigned SSA, GCU does not offer an online portal for students to sign up for their own classes. All has to be handled through an SSA, in which you are lucky to hear back from within a month or so (luckily, I have been blessed with a wonderful SSA within the last semester. But there are still hundreds of complaints from students I attend classes with regularly). GCU, we are paying you so much money in a given year, hire more SSA’s and accounting professors! Your school is growing, make sure you have enough employees on staff to accommodate the change.

Let’s now move on to parking. When I first began attending GCU in 2010, there were no parking fees and parking was pretty easy to find. Around the fall of 2011, GCU began tearing up parking spots that were once available and began adding new dorm buildings instead. This was reasonable, except for they did nothing to add more parking spots. In spring 2012, they decided to charge students $150 per semester for parking. With college students already being super poor as is, I understood with all of the wonderful new classrooms & eating areas that they probably needed the additional money to ensure a nice university for students to thrive. I was okay with this, particularly because I could still often times find parking. For the 2013-2014 academic year, GCU decided to change their price again to $250 bucks for a parking spot for the full academic year. When this new charge was brought forth to the students, we were happy to be saving $50! However, when the school year began it became quite clear that there was no parking spots to be had with the 3 new dorm buildings they opened over the summer semester. Each time I come back on campus now, it usually takes me 10-15 minutes to find a parking spot that is a half mile away from my apartment (and that’s assuming I can find one!) We have brought our issues to GCU numerous times, but administration has done nothing to help with our parking issues. Instead, students have resorted to parking in fire lanes, handicap parking spots, designated crosswalks & no parking zones because there is literally no place to put our vehicles. So ticketing began, which while reasonable, still does not provide students a place to park their vehicles. Then there is the events, oh the joyful concerts, basketball games, Women’s conferences, employee conferences (which brings employees from all the various locations around the valley) into our already horrendous parking lot. You do the math, it results in a lot of frustrated students when they pay for a parking spot that they cannot find!

Then there is the matter of security. I appreciate the security that surrounds our campus; particularly because we are located in literally the worst block in Arizona for crime (an actual fact). It is not uncommon to hear gun shots randomly and to find on the news that another person was stabbed to death in the apartment complex adjacent to us (literally). What I do have an issue with though, is when they rudely come into mine and my husband’s apartment at midnight to do a random alcohol search. They decided to do a random search, specifically on our apartment, at midnight because they were told earlier that day from a student that they had suspicions of us having alcohol. Here I am, passed out on the bed, my husband completely indecent with multiple security personnel conducting an alcohol search the week of finals. (GCU is so great with their timing.) They conducted their search to find absolutely nothing & made no move to apologize for the indecent hour they decided to barge in. WE ARE MARRIED & IT’S MIDNIGHT ON FINALS WEEK. Come on guys!!! Decency is key!!!

At this point, I have written approximately 1,300 words & to be honest, I need to get going on my ONLINE intermediate II homework. I could go on and on with the issues I have had with GCU, but the three I have mentioned above are most definitely our biggest issues. As I stated previously, I will do everything I can to tell future students to not attend this school. They are a for-profit university that has looked for numerous ways to have students pay more with unnecessary fees (I could really get into that, but for the sake of time & word count, I won’t). GCU has hurt so many military vet’s that have attended our university, so much so that the VA has brought forth numerous complaints to GCU. In fact, GCU just had to fire an SSA for all the issues they were having with the military. Furthermore, local news crews have been contacted regularly with complaints from our veterans for all the crap that GCU has made them go through & has been broadcasted live for AZ to watch. Please feel free to look up these videos on Youtube. Overall, I am severely disappointed with GCU and could not be happier to be leaving this campus & graduating come April.

Review: I applied for financial aid through the University in order to cover the cost of attendance and receive a stipend in the form of excess financial aid because the enrollment advisor specific told me that GCU offered an intership teaching program that would enable me to work while I completed my graduate degree and credential. The enrollment advisor failed to mention that the intership program was exclusive to Arizona and not authorized in California. I learned this at the price of a full time teaching position that would have hired me as an intern. I applied for the TEACH grant in order to help with the cost of living and attending school since I was not able to work in educational field as a teacher. In order to recieve the TEACH grant I agreed to serve in a low income or high need field/area for a period of 4 years. I applied and agreed to serve in return for recieving the TEACH grant money on top of what I received for my loan disbursment when the TEACH grant was awarded GCU refunded previously awarded loan monies and kep the TEACH at this poin there is no benefit in receiving the grant so why should I serve 4 years in a high need/low income school.Desired Settlement: I want GCU to award me the full amount of financial aid that I have qualified for based on number of units I am enrolled in and award me the full amount of the TEACH grant that I have qualified for. FULL FINANCIAL AID AWARD+ TEACH GRANT AWARD. I would like to be awarded the full amounts and have the excess money refunded to me. I have recieved financial aid & pell grants during my undergraduate studies and was award the full amount of financial award and grants according to [redacted] representative I am eligible to recieve both without being penalized.

Business

Response:

Dear Revdex.com,Grand Canyon University (“GCU”) is in receipt of Mr. [redacted]’s complaint and we value the opportunity to respond. The issue has been reviewed by the Military Division Regional Director of Operations, [redacted] and, based on that review; GCU has determined that Mr. [redacted]’s complaint was appropriately resolved. This determination is based on the following information:All institutions of higher learning that offer Title IV student loan funding are required to comply with the federal guidelines regarding the calculation and disbursement of these funds to students. According to these regulations, Grand Canyon University is required to calculate Teach Grants into the cost of attendance which lowers the amount of loan money that can be disbursed for an academic year. The purpose of the Teach Grant program is to lower the cost for future teachers to obtain a degree by replacing loans which must be repaid with grants which do not need to be repaid in exchange for service at an underperforming school. Unfortunately, Grand Canyon will not be able award additional loans in addition to Teach Grant funds.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]Military DivisionGrand Canyon University

Review: Several emails and phone calls have been made to tech support, a professor and academic counselor regarding the retrieval of an assignment submitted on the school's online portal. The assignment, which is a Word document file, was requested for retrieval because it was lost on my personal computer. I submitted the document as a completed assignment for coursework prior to its due date - however the professor is claiming that the assignment is past due. I'm relying on tech support to provide the proof of my submission by retrieving the submitted file, but the tech support representatives have said they need the written approval of both the professor and academic advisor to fulfill my request. Neither party (i.e. professor and academic counselor) has provided this written request. Instead, I've only received an email from my professor claiming she will not accept my assignment; and now I'm at risk of being expelled from the program.Desired Settlement: I would like the academic advisor ([redacted]) or the professor (Professor [redacted]) to send an email to tech support no later than December 15, 2014 requesting that the submitted assignment be retrieved through GCU tech support. I would like to be CC'ed on this email.

Business

Response:

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

Review: On June 9th 2014 Grand Canyon University received my certified letter disputing an account they are listing with the credit bureaus under the account number [redacted]. I previously disputed this account and it came back verified with the bureaus. Under [redacted], creditors are required to conduct and investigation upon request. [redacted] Ability of Consumer to Dispute information directly with the furnisher. According to the [redacted] they furnisher has 30 days to respond to this written request. As of July 11, 2014 Grand Canyon University has not responded to my request for investigation. At this point they have already violated federal law, and I am respectfully requesting them to do the right thing as set forth by the FTC and request deletion of this account.Desired Settlement: Request deletion of this account.

Business

Response:

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:

I am unaware of the letter [redacted] referenced in his complaint. However I have conducted an audit on [redacted]’ account and have determined that the balance due on his account is for two courses which he dropped during his last attempted academic year.

In addition, per University records, on September 7, 2010 [redacted] spoke to a GCU finance counselor regarding a potential payment plan for his balance and requested a follow up call later that week. Per his request, numerous attempts were made to contact him to include: September 13, 2010; September 15, 2010; September 20, 2010; September 23, 2010; October 1, 2010; October 11, 2010; November 19, 2010; December 3, 2010; December 8, 2010; January 18, 2011, January 20, 2011; February 2, 2011, and February 8, 2011. However, each attempt which included a voice mail and/or email was unsuccessful as [redacted] did not return any of those voice mails or emails from GCU.

Finally, on February 22, 2011, [redacted]’ Finance Counselor finally received an email response from [redacted] in which he stated that he ran into some issues with making his payments but that he planned on starting a payment plan as soon as possible. [redacted] also acknowledged that his email response was very late but that he would get in contact with his finance counselor to see what kind of payment plan could be made. However, once again, GCU never heard from [redacted] nor did it receive any payments from [redacted] towards his account balance. On March 10, 2011 GCU sent a letter to [redacted] advising of the collections process and that his account would be sent to collections if payment was not made on his account.

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 Business

Grand Canyon University

Review: Being a transfer student to GCU, I transferred several credits. Everything was great until I had to withdraw from a class and not continue my education. I have been told that I can't receive a transcript for classes that were paid for my loans from federal money. I understand that they have a hold on my transcript because I have a balance that I'm unable to pay. But how do you go about getting a transcript for 60 hours of credits, which would mean a pay raise for me, so that I could begin to pay the money I owe them. Which is one class because they say I dropped the class after the cut off date. I had emailed my advisor but they change advisors so often I was emailing the wrong person and my emails never reached the right person. Causing me to have to owe for the entire class. Thus causing me to stop all together. I feel that this was very wrong and unfair.Desired Settlement: Balance owed to them to be zero or close to it and release my transcript.

Business

Response:

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 College of Education 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] acknowledges in her complaint that she did knowingly withdraw from GCU. Per GCU records Ms. [redacted]’s last date of attendance was on August 10, 2012. Prior to this date there were multiple attempts from GCU counselors and management to offer assistance and follow up with Ms. [redacted] as Ms. [redacted] had not been consistently posting into her classes. In addition, from August 10, 2012 to April 15, 2013 GCU attempted to contact Ms. [redacted] sixteen times by both telephone and email to discuss her status and account options with her.

As a result of Ms. [redacted] withdrawing from GCU, this created a balance on her account in the amount of $3,302.43 based on the [redacted] funding she received. Additionally, since Ms. [redacted] was unable to resolve her account balance her account was sent to collections in 2013. As a result, per GCU policy a hold was placed on transcript requests until the balance has been satisfied.

Ms. [redacted] states that GCU kept changing her assigned advisors. However, GCU records indicate beginning February 9, 2012 Ms. [redacted] had the same Finance Counselor and Academic Counselor assigned to her. Again, there are numerous documented contacts in which they both offered assistance to Ms. [redacted]. GCU definitely understands the importance of consistency and anytime a counselor is promoted, transferred, or leaves the organization, GCU immediately assigns a new counselor to service its learners.

In addition to the above information, upon receipt of Ms. [redacted]’s complaint, I attempted to reach out to her several times but was unsuccessful in doing so. I left three voicemails for her and also emailed her to discuss her concerns. However, as of June 19, 2014 I have not heard back from Ms. [redacted]. If Ms. [redacted] can contact me, we can discuss what she can do to resolve her balance and also get back into attendance so that she can graduate as a certified teacher in [redacted]. GCU would first need Ms. [redacted] to complete a 2014-2015 [redacted], which can be done at [redacted]. Once completed, I can discuss with Ms. [redacted] her financial aid options. I would also like to discuss with Ms. [redacted] possible scholarship options that could help her get back on track to completing her degree and help resolve her balance so that she may receive her transcripts.

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 – College of Education

Grand Canyon University

Review: I am currently under an academic plan program with the school. Since my return, I've made nothing less than an A. After checking my account balance, I noticed that there was a balance of $2135 for my SPE 573 course. When I asked about the balance left on my account during this course, I was notified it would be $0.00 once my loan was disbursed to them. To date, I still have a balance of $2135; two weeks ago I was hit with a bomb that I had to pay the balance by a certain time or I cannot do student teaching. Mind you I could have paid for the retake in February, but they paid for it from the loan.

I asked why was it paid for if financial aid didn't cover retakes, I was told that accounting paid for it and did a roll back. I've tried to speak with financial aid administration and they will not allow me to speak to them. Then I was transferred to student services manager's voicemail, who was supposedly in a meeting at 12:00p; the manager has yet to call me back. I was told that due too the balance of 0.00 in February, I was in the green, then I received an email that I was cleared for this course. It is very stressful and I'm at risk of going into preterm labor because of the merry-go-round I've been on with them. Now I am unable to pay it and I'm being hassled about it. I'm trying to understand why they paid for a course in which they told me they would not cover. Now here I am in my last class, knocking on the door of student teaching, and I'm stuck with paying this course that had yet to be paid by my student loan ([redacted]). I feel like they made an error in paying for it and now I'm being backed in a corner, which is not fair.Desired Settlement: I desire the to pay for the current course I am I'm. They made the mistake, not me. They did not communicate with me my payment options for the retake course, I did not receive email notification, mail, our a phone call regarding this matter.the only thing I received was my academic plan. Instead of communicating in a professional manner regarding the retake, the used the loan to pay it which I was told would not be covered. I am supporting myself, my child, and preparing for the arrival of a baby in October on a $1000/ mo. salary; I feel that I'm being punished for a mistake that was made by the school.

Business

Response:

Dear Revdex.com,Grand Canyon University (“GCU”) is in receipt of Ms. [redacted] complaint and we value the opportunity to respond. The issue has been reviewed by the [redacted], Regional Director of Operations, 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] was placed on an academic plan as a result of her GPA falling below a 3.0 standard. As part of her academic plan, Ms. [redacted] was required to re-take a class she had previously taken to increase her GPA. Federal Financial Aid will not cover the re-take of a class. Student Services Manager, [redacted], had set up a phone appointment with Ms. [redacted] to discuss how this could be resolved, however, Ms. [redacted] missed the appointment and to date has not called back. Nonetheless, as GCU did not alert Ms. [redacted] in advance that she would be responsible for the re-take of the class, GCU is willing to write off the balance of the class. 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

Review: Was enrolled in a course for less than a week and expressed a desire to postpone enrollment until next start due to financial hardship and need for accepting work hours. I was denied and told that am responsible for $2212 of an entire tuition for a class I did not take. I offered to settle on something more reasonable, but was denied by denied by several representatives of the school. One representative agreed on $800 and 2 months later the admissions person agreed to that. I continued to receive a bill for $2212 and made many attempts to call and find out why the bill was not changed. I was passed from [redacted] to [redacted] to [redacted] to [redacted], every call was by another person who had no idea what was going on. Now it has come so far as to send me to collections and finally I receive a response from email from [redacted]. I was emailed false documents that were supposedly mailed to my home, which I never received. I have tried to resolve this matter with this school many times and now I am left to resolve it with a collection company. I do want to pursue legal recourse if they continue to ignore this matter. If I must file a small claims lawsuit and have my day in court then I will do that even if it takes forever to get there. These people should not treat potential students this way, they have given me a new view on online schools.Desired Settlement: Fair settlement.

$300 seems reasonable to me, but if they are hell bent on being dishonest then $800 should satisfy them.

Business

Response:

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

Review: I contacted Grand Canyon University repeatedly about a billing statement I received in July 2014 about a balance stating I owe money for my current class . My counselor, [redacted], did not return my phone calls. I was told by another counselor it was a communication issue between two different GCU departments and to disregard the bill. I received the same bill again in August 2014. I, again, contacted my counselor, [redacted], who was unavailable. I did not receive a return phone call about this bill. Another GCU counselor, [redacted], informed me that my counselor, [redacted], had been having trouble for seven weeks (since June 2014) with securing my financial aid funds for my class that ended on August 20, 2014. The other counselor, [redacted], was able to resolve the problem by putting in an emergency request for financial aid funds to pay for the class before the class ended on August 20, 2014. I received an email confirmation from [redacted] on August 18, 2014 stating that my class was paid for in full by financial aid. I did not learn until September 16, 2014 that I still had a remaining balance of $1,995 for this same class until I received a third bill on September 13, 2014. My new counselor, [redacted], researched the issue further. On September 17, 2014, my new counselor, [redacted], informed me that GCU accepted my financial aid funds, issued a stipend check to me, and then returned my financial money to the lender. Therefore, resulting in my current balance. My new counselor, [redacted], stated that I owe the $1,995 balance to GCU even though the mistake was not on my part and to my knowledgeable was resolved on August 18, 2014. GCU will not issue me my specialist degree until I pay for the class ($1,995) that was already paid for on August 18, 2014 and then, the funds were rejected by GCU. [redacted] stated a letter was mailed to me on August 28, 2014, but I did not receive this letter explaining the financial aid issue to me. My new counselor, [redacted], did not contact me informing me of this issue. I contacted GCU on September 15, 2014 and spoke to another counselor, not [redacted], when I received a third billing statement on September 13, 2014.Desired Settlement: I would like GCU to remedy their mistake of filing my financial aid paperwork incorrectly. I would like this class to be paid for in full by my financial aid instead of expecting me to pay for this mistake using out-of-pocket funds.

Business

Response:

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], Senior Vice President, College of Doctoral Studies. Based on that review, GCU has determined that Ms. [redacted]’s complaint was appropriately resolved. This determination is based on the following information:

From 9/15/2014 to 9/19/2014 we were in communication with Ms. [redacted] every day attempting to resolve this matter.

On 9/19/2014 we spoke with Ms. [redacted] and advised she no longer owed a balance of $1,995.00. She advised this matter was resolved to her satisfaction and did not require any additional assistance.

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], MAOM

Senior Vice President, College of Doctoral Studies

_________________________________________

Grand Canyon University

###-###-####-[redacted] Toll Free

###-###-#### Office

[redacted].[redacted]

Review: From 2009 to 2010, I was attending Grand Canyon University online Master level courses. In February of 2010 I received a job and had to move to a different state and was not able to attend the 600 Leadership class that I had registered for. I had tried to contact my advisor [redacted] by phone several times and email on January 7th and again on January 8th to withdraw me from the class but I never received any communication from her. I found out later that she was on maternity leave but I had no idea that she was not receiving my emails. She did not have any kind of out of office reply so I did not know that she was not there. In an effort to get direction, I logged into the class to notify the professor that I was trying to withdraw from the class and I would not be attending. I never completed the class, I did not complete attempt any assignments, and I never tried to log back in to the class. Grand Canyon University is stating that I owe them a little over $1,800.00 for the class that I never took because I did not withdraw before the week was completed. I had no way of knowing what to do or who to get in contact with. It was not negligence on my behalf but the behalf of the University and it is not fair for me to be punished for this situation that I tried to correct before it happen.

I sent an email to [redacted] on January 7th; I also sent an email to [redacted] on January 8th. On January 14th, I sent an email [redacted] sharing this information as well. If necessary I can forward these emails and send them to you.Desired Settlement: I want the University to remove this debt from the credit bureau and my credit report. It was Grand Canyon University negligence I should not have to pay for it. Had someone gotten back with me in a timely manner, the issue would have never occured.

Business

Response:

Dear Ms. [redacted], Grand Canyon University (“GCU”) is in receipt of your complaint and we value the opportunity to respond. The issue has been reviewed by the Business Division and, based on that review; GCU has determined that your complaint requires further action. This determination is based on the following information: The $ 1,877.93 balance that was turned over to the collections agency did not reflect a 75% refund that was owed to you for dropping [redacted] in week one. GCU’s policy states that a student will be responsible for 25% of tuition if they drop during the first week. You posted into this course on 1/07/2010. Your [redacted] course costs $1940 and started on 01/07/2010. On 01/07/2010 we received an email from you requesting to drop the course. GCU failed to credit your account back in the amount of $1455. At this time GCU will credit the amount of $1455. This leaves a remaining outstanding balance of $422.93. Please make arrangements to rectify the balance in the amount of $422.93. Your account will remain with the current collection agency as the above referenced amount has been delinquent since 1/07/2010. You will need to work with them directly to resolve the remaining balance. GCU takes student complaints very seriously and does everything it can to resolve them in an amicable manner. I hope the aforementioned actions will bring this matter to a satisfactory conclusion. Sincerely, [redacted]Grand Canyon University

Consumer

Response:

Yes I would like to rebuttal. They have done nothing to resolve the matter. Again it was Grand Canyon University negligence that would have caused me to pay a fee of $1877 when the balance is only $422.93 if I would not have challenged this matter. I feel following is fair:1. The University pays $212.00 and I pay the remainder of the balance.2. The University removes all collection fees.3. The University removes this off my credit history This matter should have never lingered this long. Grand Canyon University is not excepting any responsibility for their negligence; however they want me to be held accountable for a class that I never completed an assignment. If I would not had signed in the class and never been withdrawn from the class, I would have ne penalized for that as well. The accountability here does not belong to me but to the university. [redacted]

Business

Response:

Ms. [redacted] did in fact post into her 600 leadership class which confirmed attendance and triggered the Tuition Refund Policy. By signing her Enrollment Agreement, Ms. [redacted] acknowledged her understanding that refunds are determined by the date the student files a completed Drop form or Complete Withdrawal Form as outlined in the University Academic Catalog. Additionally Ms. [redacted] acknowledged having received a Grand Canyon University Academic Catalog and Student Handbook, available to her at the Web site: http://my.gcu.edu and that she could receive the most up-to-date information at this site regarding tuition, fees and all University policies, including cancellation and refund policies. Per the University Student Handbook, students wishing to change their registration status, i.e. drop, withdrawal or take a leave of absence must comply with the Academic Calendar and Refund Policy stated in the University Policy Handbook and must submit the appropriate notification to the Office of Academic Records. In the event that students chose to discontinue enrollment at GCU permanently, they must officially withdraw from the University. To officially withdraw from the University, students must submit a Complete Withdrawal form to the Office of Academic Records via the GCU Web site. Non-attendance does not cancel registration or responsibility for tuition and fee charges. Accordingly, once the University had determined that Ms. [redacted] had been inadvertently charged for the full cost of the course rather than 25% since she withdrew during the 75% refund period, the University adjusted her account. Ms. [redacted] also states in her complaint “I also received financial assistance through student loans, why was this fee not taken from that assistance” she did not received assistance because she requested not to borrow money for this course. Furthermore, Ms. [redacted] was in the Semester Academic Year (SAY) system and would not have been in attendance long enough to bring in financial aid. No federal aid came in during that time for the Ms. [redacted] and as a result, Ms. [redacted] now has a $422.93 account balance which is past due and will need to be settled via ACT Collections Agency, 888-830-7770. Ms. [redacted] may use her student ID or social security to access her account at ACT. [redacted] Regional Director of OperationsGrand Canyon Universtiy

The department of education assistant Dean and dept of education specialists are unprofessional and did not help me through my education at all. I am a returning student with diverse needs and did the online program. Little to no help or accommodation for my needs we're made or attempted. I was harassed with meaningless phone calls at work. Then chastised like I was a child by the associate dean of education Debi. Last time I checked I am paying for help and an education not to be talked to like I am a child. Very unprofessional!

Review: I have also had trouble with Grand Canyon University. It started last year when I had some trouble with a family emergency and failed a class. I had to pay for the class and re take it. I questioned why I needed to pay again and they gave me a grant to cover payment. Now I understand needing to pay for classes taken but why do I have to pay them for failing a class, they did not put give the money back to my loan people for the failed class and I had to pay for the class I retook.

Then after the next 2 classes I noticed did not receive my Stipend so I looked into my financial aid and saw problems. I requested a review into why things in my report were wrong. I got a run around and told that a request would be submitted but I was not given the opportunity to speak to anyone in that department.

I was sent the stipend I was to receive it was only half of what they had been but I figured as things were corrected it would be fixed. There were more family emergencies and some hospitalizations and 2 more failed classes which had to be repaid and the retaken classes paid for. I was sent more stipend money I was never sent anything about what was being found in the review. On my last class failure I was told that I was sent too much money and now I owed them.

I now owe them over 3 thousand dollars and my classes are on hold. when I called them to work things out I was told that they would work with me to keep things going if I paid for the failed class again and I told them I needed to wait till I receive my tax return I was told just all when I was ready . I received my taxes and called them and was informed that I had let things go to long (five weeks) and there was nothing they would do for me.

I printed out my account and sat with a calculator and discover many mistakes and the fact that I owe them nothing and have a credit to my account. When I addressed this to them I lost all ability to access my accounts and a bill for the total amount.Desired Settlement: I want the errors corrected and to be able to complete my classes

Business

Response:

Dear Revdex.com,

Grand Canyon University (“GCU”) is in receipt of Ms. [redacted]’s complaint and we value the opportunity to respond. The issue has been reviewed by the Regional Director of Operations [redacted] and, based on that review; GCU has determined that Ms. [redacted]’s complaint was appropriately resolved. This determination is based on the following information:

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

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

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

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

GCU takes student complaints very seriously and does everything it can to resolve them in an amicable manner. I hope the aforementioned information/actions will bring this matter to a satisfactory conclusion.

Sincerely,

[redacted], MBA, MSL

Regional Director of Operations, College of Education

Grand Canyon University

Review: I am a 1985 graduate of GCU. My father, [redacted], is a retired GCU professor. I have ordered two sets of official transcripts from GCU. The transcripts cost $5 each. The first order was placed July 9th, 2013. The second order was placed July 26th, 2013. Neither order has been completed yet. I contacted GCU via telephone today at approximately 1:45 PM at [redacted]. The lady who answered the phone refused to transfer me to the Office of Academic Records and stated the office is very small and they don't have a direct line. She suggested I use the email address [redacted] to follow up on my request. The three emails I have sent them have not been acknowledged. I need the transcripts for an employment application and for admission to another college.Desired Settlement: I want a phone call from the Office of Academic Records verifying that my two orders have been processed and are in the mail. I want an apology for the impolite and unprofessional behavior of the receptionist that answers GCU's [redacted] phone number.

Business

Response:

Grand Canyon University (“GCU”) is in receipt of the complaint to the Revdex.com filed by Mr. [redacted] and we value the opportunity to respond. The University has checked all of its records and never received a transcript request from Mr. [redacted] on 7/9/13.

The University did however, receive the transcript request that was sent on 7/26/13 at 5:52: 09 pm, the transcript was printed and mailed on 7/30/13 after a faculty member contacted the Office of Academic Records to request a rush on the request. The Office of Academic Records then confirmed the expedited request, by email, with that faculty member on Tuesday, the same day in which the expedited request was made. Further, the University has now sent an email confirmation to Mr. [redacted] confirming the transcripts were sent as well as a follow up phone call. As a courtesy the Office of Academic Records is not charging Mr. [redacted] for either of the 2 transcripts, in which he requested. Standard procedure for all transcripts states that the process will take up to three business days upon receipt of the request. This is specifically stated on the Transcript Request Form. Mr. [redacted]’s request was processed in 2 business days. 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,

Grand Canyon University

Office of Academic Records

Review: In May 2011, I applied to and was accepted to Grand Canyon University. I applied for financial aid and learned that I

did not qualify for Federal Student Loans because I had exceeded the lending limits. My GCU Financial Counselor - TJ

Montoya suggested that I apply for a GradPlus loan. I applied and qualified for the loan. I completed the promissory

note and provided my counselors - [redacted] and [redacted] with all documentation. I started classes in June 2011.

In January 2012, GCU financial aid returned over $6500 to the lender because the wrong loan was processed by the

Financial Aid office.

Because I was not notified of the error in time, my gradplus loan expired and could not be applied to my account. My

account was reassigned to [redacted] - my current financial aid counselor. [redacted] advised that I would not be able to

graduate until my account was paid in full and requested that I make any size payment to reduce my balance. While I did

not sign any payment plan agreement nor was I under any contract with the school for a payment plan - I began making

payments of $75 every two weeks. I was able to reduce the debt by over $1000. Because of financial hardship I missed a

month of payments ($225). I received an email from [redacted] tonight which states that I owe over $8000 and I will not be

permitted to complete my remaining four (4) classes.

I was not aware that missing payments would have any negative impact on completing my graduate program. I have no

written documentation which states this would be the case. I was assured by my financial aid counselor that I would not

be dropped from my courses for a high balance.Desired Settlement: To be permitted to complete my courses and my current financial aid applied to my courses. To be permitted to finish making payments until my account is paid in full.

Business

Response:

Dear Ms. [redacted], Grand Canyon University (“GCU”) is in receipt of your complaint and we value the opportunity to respond. The issue has been reviewed by [redacted] and, based on that review, GCU has determined that your complaint was appropriately resolved. This determination is based on the following information: Grand Canyon University is happy to have you continue in classes as soon as we have agreed to a structured payment plan that allows you to pay your past due balance in full by 2/19/2014. 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 OperationsMilitary Division

Consumer

Response:

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.The response is a 'copy/paste' resolution from an email I received from one of GCU's Financial Counselors [see attached]. The financial aid counselor laid out the provisions of the 'structured payment plan' and I find the timeline a masked way of requesting that I return some or all of the refund that I received from my loan disbursement - a request that the school cannot legally request. Additionally, the payment plan provisions are financially aggressive and I cannot comply with the proposed plan given my current financial situation. The email also states that I could propose an alternative option as long as I meet certain provisions set by the school. Again, I cannot agree to these provisions. Moreover, the 'due date' of February 2014 is arbitrarily selected and abbreviated - as I should have up until graduation to comply. Since the school remains rigid regarding the guidelines of the plan, I feel this inflexibility highlights that they are not willing to be flexible to work with my current situation - I cannot agree to their 'structured' offer.

Regards,

Business

Response:

Ms. [redacted]’s balance owed to GCU is valid and overdue. GCU has made numerous attempts to help Ms. [redacted] resolve her balance. In fact, GCU had previously agreed to allow Ms. [redacted] make payments on a revised payment schedule. However, Ms. [redacted] missed three consecutive payments under the terms of that schedule, after which time GCU informed her she would be dropped from classes if she did not restart payments. Furthermore, the terms suggested by Ms. [redacted] are not favorable to her. Making monthly payments of only $75.00 will leave Ms. [redacted] with a remaining balance of several thousand dollars after she finishes her classes. This balance owed will have to be resolved before she can be moved to “graduated” status and be awarded her diploma and transcripts. GCU has been more than willing to help Ms. [redacted] with a payment plan that will both benefit her and make her eligible for graduation.

Consumer

Response:

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.The goal of my complaint to the Revdex.com and the Accrediting Agency is to have 1. a public record of the incident and evidence and 2. the investigations of my complaints draw an internal light into the poor administration and incompetent handling of my student loans. As a student it is my responsibility to arrange for the financing of my education. As an institution, it is GCU's responsibility (and one would think a motivator) to ensure that the funding arrangements for a student's education is administered as accurately and as appropriately as possible so that the school is paid. My grievance is that GCU knowingly and unethically mishandled my account because in the end the institution knew it would receive payment for the courses. I state this because of the facts: 1. I started my course work for GCU on June 24th 2011. 2. In April 2011, I applied for Federal loan and for Grad Plus loan. I completed a Master Promissory Note for both loans. See attached. 3. Since I was completing coursework for a Master's degree at a local university, I knew that I had exceeded the borrowing limits for the Federal loans. However, the financial aid counselor for the local University was able to grant a waiver for the funds. In April 2011, I sent an email to my GCU enrollment counselor and spoke with my GCU financial aid counselor about this issue. 4. In April 2011 while processing my Federal Loan, my GCU financial aid counselor confirmed that I did not qualify for Federal loans. He did not have a way to grant a waiver and advised me to reapply for the GradPlus loan. 5. In May 2011, I signed another Master Promissory Note and completed the GCU GradPlus Certification form and forwarded the signed and completed documents to my enrollment and financial aid counselor. At that point - almost 6 weeks prior to starting my first class at GCU - I had taken steps to ensure the funding for my coursework was available and in order. It was through no fault of my own that GCU activated the incorrect loan to fund my courses. I would not find about this error until January 2012 when it was too late for me to rectify. According to the Higher Learning Commission's rules for accreditation - a school must successfully meet - Criterion Two. Integrity: Ethical and Responsible Conduct The institution acts with integrity; its conduct is ethical and responsible.Core Components2.A. The institution operates with integrity in its financial, academic, personnel, and auxiliary functions; it establishes and follows fair and ethical policies and processes for its governing board, administration, faculty, and staff.2.B. The institution presents itself clearly and completely to its students and to the public with regard to its programs, requirements, faculty and staff, costs to students, control, and accreditation relationships.I charge that GCU did not perform due diligence when processing the loans for my account. A student relies heavily on the advisors and counselors who represent the student and interface with the internal staff to accomplish the task. I took all steps necessary to prevent the horror that has now transpired. Furthermore, please provide the Revdex.com with the signed repayment contract that outlines the amount and frequency of repayment. I did not 'miss' three (3) payments. Of my own volition, I began repayment of an amount of my own choosing at an interval of my own making. I did this as a sign of good faith that I was (and still am) willing to reduce the amount of the GCU-created debt - to eventual pay off. It was my intention to begin increasing the payments as I was able so that I graduate on time. I was able to successful make consistent payments which amounted to $1500 before I experienced financial hardship at the end of March through May. During that time I spoke with my financial aid counselor on at least three (3) occasions. At no time during our conversation did you ask why the payments stopped. She did not advise me of any adverse action that would happen because of the temporary stopping of the payments. I did advise her that I was planning on increasing my payments to ensure I could achieve a zero balance by graduation. I did advise her that my current employer would reimburse me for the coursework and I would apply the reimbursement funds to the balance. Instead of allowing me to take the steps necessary to rectify the problem, I received an email in May 2013 that I would not be permitted to move forward with the remainder of my coursework due to missed payments. GCU's unwillingness to allow me to move forward hampered my ability to carry out the steps I had planned to make to address a problem that the school's incompetence has caused. Moreover, I have resolved my financial issues and have begun making payments as of May. I know that my case is not an isolated incident. If by lodging a complaint with the Revdex.com and filing grievances with GCU accrediting agency, I am able to force GCU to review its internal processes and make changes as well as prevent another student from having to endure the anxiety, threats and caustic actions of GCU financial aid - then my goals have been achieved. As a Christian institution Grand Canyon University should practice what it teaches and act with the strictest level of integrity. This was my expectation when I selected the school out of all my available options. I sever this relationship deeply hurt, disappointed and disillusioned. Regards,[redacted]

Review: I filed a leave of absence with [redacted] - my financial aid advisor. She told me I only had two hours to send back the form. I was having numerous problems doing so. I have no printer, or no cell phone to take a picture. The Adobe file was not working. I tried everything I could. After multiple efforts, I not only sent her an Adobe file that was signed back to her, but also a Word Document signed back to her. She told me that the Adobe file did not have the correct dates on - in which it did. (Please refer to the attachments I sent) She then said my leave of absence was DENIED.

I am APPEALING this denial. I have a son who is state-certified Autistic. First of all, I was not told ahead of time that the leave of absence was coming up. Second of all, I did send in the appropriate documentation - please refer to what is enclosed.

I have worked VERY HARD for my degree. I was hoping to get an internship soon, however, my state-certified Autistic son went to college early and is having numerous problems. My son is my TOP PRIORITY. He is number one right now. I was hoping to have one more leave of absence before my son is out of college in the summer time.

Needless to say, this has really put a damper on my future plans. I not have only spent thousands of dollars of your school, but have devoted thousands of hours and time into my degree. Now to have this denial due to an "administrative error" on GCU's part, as well as a "technicality" also due to Grand Canyon University, does not bode well with me.Desired Settlement: For Leave of Absence to be approved.

To be reassigned to different Financial Aid advisor