The complaint has been investigated and
resolved to the customer's satisfactionResolved Grand Canyon University — contract failure
resolved to the customer's satisfaction
June 13, 2011
Dr. Kimberly LaPrade
Dean, College of Education
Grand Canyon University
I am submitting a request to you for assistance with an unresolved situation with the university that you represent, or connecting me to an individual who can assist me in an expeditious manner. My name is [redacted], and I am a GCU graduate effective June 8, 2011.
I have been charged for coursework that was not a part of my enrollment agreement, and my attempts to resolve the situation within the prescribed channels has led nowhere. At every step along the way in this situation, I was informed that the charges would not occur. When they did, I was notified that the charges would be reversed. It is now going on to the 6th week without any resolution despite my repeated calls, and without any contact from the academic counseling department as to progress.
In November 2009 I enrolled with GCU to complete a masters program in education administration. In Winter 2010 I had to sign a new enrollment agreement to change to the four-credit programming. At that time, I signed an enrollment agreement which called for two 2-credit internship classes. In October 2010, I was told that I would have to take two 4-credit internships, but that I would not be charged for the second. I was reassured by Ryan Weeda, my second academic counselor that this would be the case on repeated occasions.
In April 2011, I was charged for the second internship. Approximately 1200 dollars was subtracted from my financial aid package, leaving a balance of 760 dollars owed to the university. I immediately contacted Ryan Weeda, who informed me that he would submit the issue to his manager for resolution, and that the money would be refunded. After two weeks, I again contacted the university to check on the status. I was told that Ryan had been promoted, and that Dan Medina, my third academic counselor, would assist me. Dan was not aware of my issue, and I had to start the process over. He asked me to submit a complaint form, which I did, and that he would forward this on to his manager.
After two weeks I was contacted by Erin Ontko, who notified me that I had an outstanding balance on my account. Angry, I asked to be connected to Dan, and was notified that my academic counselor was Katherine Biesler (now my fourth counselor in a year and a half), and that Dan was helping her accounts while she was on vacation. Katherine notified me that the request had been approved by her manager, but that action required approval from an unnamed regional manager. Since this time (four weeks into the formal process) I have had no resolution or contact from Lorenzo Sanchez, the academic counseling manager. I am now in my sixth week, have completed all coursework and requested transcripts which I am concerned will not be sent due to the outstanding balance. It appears that GCU has made little priority resolving this situation or contacting me.
I request that GCU honor the signed agreement that I have contracted with the university, and that the 860 dollars along with the 1200 dollars already received be refunded. I am disappointed that the university has not demonstrated leadership or action on my behalf, and consequently I am cc’ing this email to the administrative leadership, along with the Arizona State Board for Private Post-Secondary Education and consumerist.com seeking resolution.
I hope that this action will spur the university to resolve my situation and take appropriate action so that other students do not suffer.