Complaint Review: University Of Phoenix - Phoenix Arizona

The way I have heard most counselors make this statement is that they tell you that the first classes books are free and the application fee is waived due to a promotion. You are actually required to sign a Memorandum of Understanding, acknowledging the conditions of these freebies. The conditions are essentially, that you will complete the first course. If you withdraw or fail the first course then UOP is under no obligation to waive those fees. Additionally, if you fail or withdraw from the first course, two detrimental results will apply in the case of financial aid: 1) Financial Aid is not sent out for certification until the first day you attend class. From there it could take 4-5 weeks to fully process. If you drop out before your financial aid is certified then you receive no money and will have to reapply. 2) Financial Aid does not pay for failed incomplete or withdrawn courses. Regardless of the reasons behind your decision to stop attending class or abject failure of the course, the federal government will not pay. This is stipulated in the acknowledgment agreement when you first sign up for financial aid and is also repeated in the FAFSA. Let me state that again, the government does not care what the reasons are for your failure or withdrawal of the course. If you don't agree with that, then you will have to take that up with them. UOP simply complies with their regulations. It is never a good idea to attend two different schools and if you were using federal funding for that year at one school then your financial aid should have been denied at UOP. I don't really understand why you would want to do that in the first place. If you simply wanted to finish sooner than later, then you have to understand the cost of accelerated education is relative to the time saved. If you are going in to your third class and you are worried about having a bill then you should not attend. You are only making things worse by continuing at UOP. You need to take a step back and decide what you are getting from UOP at $1482 a class. If you are still working on your first 60 credits then you need to focus on evaluating the cost of one school vs another. I would say, if the other school is community college then you need to go there full time, if your schedule permits, instead of paying a higher amount for the convenience of online. Do you really need to take classes online? Is it worth the cost? Only you can answer that. I do not know why you would be attending UOP if you plan to go into the medical field. UOP is mainly business, education, IT, behavioral science focused. The health care program does not teach any clinical knowledge, only the administrative aspects. You are in the wrong school my friend.

As of 7/30/07 My account was credited the full $1602. I had my finance counselor fax me a copy of the letter. My advice to anyone having problems getting their accounts corrected- keep in constant contact with your finance counselor and email them every week or every day. I might be one of the lucky ones that this has worked out for. I hope for all of you get what you need. Besh wishes Jen To Anonymous: I wish I knew what to do to help you. I'm not sure what to tell you to do. Because I have learned that it seems everyone has been told different information, or completely different prices for the classes. I have learned through this process, to check out every business (as you noticed I didn't call uop a college)throughly before I get involved with them. If anything this has taught me to not trust or take someones word. From now on I will get everything in writing or I will not do it. I wish you the best of luck. Jen

I was told by the enrollment counselor the same thing concerning what was included. He said my two books needed for the first class was free and that I would not have to pay an application fee. I was not aware that my classes were going to cost 1482/per class. I was also told that I would not have any out of pocket expenses but now it is not turning out that way. I told them upfront that I was attending another college to finish up my associates' so I was receiving funding and I did not want it to interefere with the two schools. Well now it is not turning out that way. My lender that I applied for sent the funds to UoP but then they sent the funds back without notifiying me. So now the lender sent the funds back but just a partial and they will be applied within the next weeks. I am going to be within my 3rd class and I don't want to attend but if I drop then I will have a bill. I don't think that is right due to that I have attended classes regularly and it is not my fault for their error. I found another school that offers the exact classes that I need due to that UoP has me taking classes that is really not going to help me within the job field. In order to work in medical field you have to learn the terminology and office software...well the curriculum does not have none of that on their. For the first 60 credits I am taking courses like ethics, social responsibility,etc. That is not really going to benefit me without having some terminology. They only allow you to see 60 credits of classes and I don't understand that.

Well here it is July 27th 2007 and still no letter stating my account has been credited. Well I'm not sure what to do at this point. I have been emailing my finance counselor for the past 30 days and the response I get is that they will forward my account to their manager and get back to me. I would like an answer other than my message is being forwarded. I can't underatand why in 2007 it takes 30 some days and counting to credited an account when I can call any other business and they can credit my account with in 48 hours!!! At the most a week and that is condersider an extreme amount of time. I'll update more when something hopefully is accomplished. Mark, Thanks for the information, I will surely contact Lee. I'm not surprised that Lee acts as though this is a new problem. I hope that something can be done. Good luck with your situation. Jen Donald, Are you out there? What are your suggestions on why this is taking so long to get my account credited? I'm really having a hard time that this is taking so long because this seems so unreasonable! Any thoughts? I'm planning on Monday to Contact my ADA counselor again and see what she thinks? I have contacted my finance counselor every week and I keep getting the same response! Do you know Lee Finkel? Jen

Well here it is July 27th 2007 and still no letter stating my account has been credited. Well I'm not sure what to do at this point. I have been emailing my finance counselor for the past 30 days and the response I get is that they will forward my account to their manager and get back to me. I would like an answer other than my message is being forwarded. I can't underatand why in 2007 it takes 30 some days and counting to credited an account when I can call any other business and they can credit my account with in 48 hours!!! At the most a week and that is condersider an extreme amount of time. I'll update more when something hopefully is accomplished. Mark, Thanks for the information, I will surely contact Lee. I'm not surprised that Lee acts as though this is a new problem. I hope that something can be done. Good luck with your situation. Jen Donald, Are you out there? What are your suggestions on why this is taking so long to get my account credited? I'm really having a hard time that this is taking so long because this seems so unreasonable! Any thoughts? I'm planning on Monday to Contact my ADA counselor again and see what she thinks? I have contacted my finance counselor every week and I keep getting the same response! Do you know Lee Finkel? Jen

Well here it is July 27th 2007 and still no letter stating my account has been credited. Well I'm not sure what to do at this point. I have been emailing my finance counselor for the past 30 days and the response I get is that they will forward my account to their manager and get back to me. I would like an answer other than my message is being forwarded. I can't underatand why in 2007 it takes 30 some days and counting to credited an account when I can call any other business and they can credit my account with in 48 hours!!! At the most a week and that is condersider an extreme amount of time. I'll update more when something hopefully is accomplished. Mark, Thanks for the information, I will surely contact Lee. I'm not surprised that Lee acts as though this is a new problem. I hope that something can be done. Good luck with your situation. Jen Donald, Are you out there? What are your suggestions on why this is taking so long to get my account credited? I'm really having a hard time that this is taking so long because this seems so unreasonable! Any thoughts? I'm planning on Monday to Contact my ADA counselor again and see what she thinks? I have contacted my finance counselor every week and I keep getting the same response! Do you know Lee Finkel? Jen

Here is the E-mail address to the director of the dispute office. His name is Lee Finkel. I sent him e-mails with similar complaints, and he made it sound as if I'm the only one that has ever had a problem with UOP. Even though he may not help you because he is under the control of UOP, maybe he'll realize that there is a problem with the company. [email protected] Do your part to spread this address to everybody that has been lied to by UOP and make sure you mail our new friend Lee Finkel!!

Donald: Today, I emailed my finance counselor 7/9/07. And asked for a letter that my account has been credited. My finance counselor sent me an email and stated that the manager has not signed off on my account yet. I told her that I need a letter stating that my account has been cleared in order for me to get the help and necessary testing. So I'm hoping that she can get this letter out to me ASAP! The letter I recieved last week may have been sent by mistake but, the balance is still not being credited yet! How long can it take for a manager to sign off on an account? I really need to get that letter so that OVR will continue with giving me the assessment testing I need for school. I have been in contact with everyone I can think of and my ADA counselor has truly been such a blessing she really has helped me. I can't say enough great things about her. When no one else answers my calls she does. When no one else seems to have an answer she seems to get the ball rolling. I'm hoping that my finance counselor can do the same. Thanks, Jennifer

Donald: Today, I emailed my finance counselor 7/9/07. And asked for a letter that my account has been credited. My finance counselor sent me an email and stated that the manager has not signed off on my account yet. I told her that I need a letter stating that my account has been cleared in order for me to get the help and necessary testing. So I'm hoping that she can get this letter out to me ASAP! The letter I recieved last week may have been sent by mistake but, the balance is still not being credited yet! How long can it take for a manager to sign off on an account? I really need to get that letter so that OVR will continue with giving me the assessment testing I need for school. I have been in contact with everyone I can think of and my ADA counselor has truly been such a blessing she really has helped me. I can't say enough great things about her. When no one else answers my calls she does. When no one else seems to have an answer she seems to get the ball rolling. I'm hoping that my finance counselor can do the same. Thanks, Jennifer

Jim, She has probably been speaking with a counselor and their manager who are essentially the lower echelons of the company. I am offering to give the chain of command above those people. Directors, VPs, Sr. Managers etc. These are the people who are most concerend about visibility and will more than likely task this issue to be resolved asap. Essentially, in chess terms, I am offe3ring to clear out the first row of pawns for her. Hope that answers your question and thanks for the comments. I take a great deal of pride in the work I do to ensure that no one is screwed on my watch.

You are very helpful, knowledgeable, and responsive to the concerns of this poster. Judging by her original post, you appear to be the only member of the UOP who is. It would be nice to have someone like you working with students! The original poster said... ".... And she said she would check on my situation and see if there was something that could be done, I told her that I would have a hard time paying for a portion of the bill but, I would try to do it. She said she would call back she never did, then I called and left a message and her voice mail said she was on vacation, I left another message and called back when she was suppose to be off of vacation. Then I called a fiancial manager and left him a message. NOONE has returned my calls. Then you said "For compliance reasons you will have to contact a finance counselor at your campus or the finance counselor you are assigned to. If you post the name of the finance counselor in question, I can provide you with a chain of command, including phone numbers for those responsible individuals. " But Donald, she has done this, apparently over and over again, and can't get help!!! Why won't the people she is supposed to working with help her?

Jennifer, The bill you received was probably automated. Our financial system is set off to send notices at pre-determined times. This is just another method of compliance our financial systems adhere to as anyone with an outstanding balance is sent a notice. Check your account summary on your student website. Call your Finance counselor and have them send you a statement of balance. I have often done this for my students in the case of a computer glitch to assure them of what the correct balance is supposed to be. As far as assisting you directly, it would not be appropriate for me to access your record as I am not your responsible finance counselor. For compliance reasons you will have to contact a finance counselor at your campus or the finance counselor you are assigned to. If you post the name of the finance counselor in question, I can provide you with a chain of command, including phone numbers for those responsible individuals. If they have acknowledged that they will be adjusting your account, can you get an exact figure on how much the actual bill is supposed to be? The pro-rate can vary state by state but in reality the figures vary in CA, GA, IN, LA, KS, MN, MO, NV, OH, OR, SC, WI, and WV. There are no special refund rates for PA.

Today I recieved a bill stating that my account is past due and they have made several attempts to resolve my account and now I owe $1602. By July 3rd. And that they are going to send it to a collections agency. Several times this is the second bill that I have ever recieved. I immediately called the finacial manager and left a message to him to give me a call back. The letter is dated 6/25/07. This is dated before I spoke with the financial aid counselor who told me that they were looking into everything and were going to credit my account! I can't believe I trusted what they were saying yet again! I was raised that if you give your word you stick to it and that a honest person follows through on what they promise. I'm a person of intergrity and I can't believe that the folks that work at UOP don't have a moral values and make empty promises. I hope that this is a computer error. I'm going to call on Monday and ask for an email letter that states my account is credited and a confiramtion of this credit every other company offers this! To Dee: I appreciate all your input. And I plan on taking this to The attorney generals office and the BBB, I'm going to make a formal complaint. Also, if they don't keep to there word I'm going to the local news and make sure that everyone in my area is aware of the UOP and to truly investigate this school and view this website and if we all did this on the same level maybe we will get some results. I will make every effort to bring this information to light, so that someone like myself does not fall prey to this nightmare!!!! How old is your child? I'm 31 and my disability has always been such a battle for me to accomplish everything and anything. I wish I did not have this learning disability it has held me back from jobs and schooling. I'm sending many blessing to you and your family. Take care, Jen To Donald, Thank you for saying that you were not implying that I was using my disability as a catch all. I'm very curious when you say that they pro-rate bills. Do you know if this varies from state to state? I have recieved a late notice on my account and I was told that they were going to credit my account. Now this the second bill that I have ever recieved and if they don't get $1602. by July 3rd. They are sending my account to a collections agency. I can't believe that this is goin on! Since,you work in the financial department is there a confirmation letter that they can send me an email to show my account is being credited? I would appreciate any information or advice that you could offer. Thank you, Jennifer Thanks to all of you that have responded to my report. I'm so greatful for this site. I hope all of us can get some results in the near future. If anyone has any additional information that may help us to formulate a class action law suit please contact me.

To the previous poster who said, "As far as the treatment of the Enrollment team calling her a quitter, I specifically stated in my last post that I think all salespeople are scum and I would put a great majority of UOP's enrollment counselors in that category. I believe in the school and its policies but I do not believe in its recruiting and retention tactics. I am not well liked by most of the enrollment department where I work because I am very blunt and have often referred some students back to local community colleges." You appear to cast a wide net in denouncing sales people, is that wise? Does the UOP have policies and standards for its employees? Assuming it does, are there managers and executives at your company who are responsible, and held accountable for the employees they have in their charge? If so, why is their a problem with UOP sales people? Do employees run the UOP or do its leaders? YOu say you believe in the UOP and its policies, but you are not referrring to the UOP recruiting policies right? Or, put simply, you're proud of parts of the company you work for, ashamed of other parts? If, as you imply, the UOP uses sales tactics which are questionable, what would you advise incoming students... "You'll get a great education, just don't trust UOP recruiting or anyone involved in sales, they'd sell there Ma for a buck." Doesn't sound like the kind of school I'd want to go to....

To the previous poster who said, "As far as the treatment of the Enrollment team calling her a quitter, I specifically stated in my last post that I think all salespeople are scum and I would put a great majority of UOP's enrollment counselors in that category. I believe in the school and its policies but I do not believe in its recruiting and retention tactics. I am not well liked by most of the enrollment department where I work because I am very blunt and have often referred some students back to local community colleges." You appear to cast a wide net in denouncing sales people, is that wise? Does the UOP have policies and standards for its employees? Assuming it does, are there managers and executives at your company who are responsible, and held accountable for the employees they have in their charge? If so, why is their a problem with UOP sales people? Do employees run the UOP or do its leaders? YOu say you believe in the UOP and its policies, but you are not referrring to the UOP recruiting policies right? Or, put simply, you're proud of parts of the company you work for, ashamed of other parts? If, as you imply, the UOP uses sales tactics which are questionable, what would you advise incoming students... "You'll get a great education, just don't trust UOP recruiting or anyone involved in sales, they'd sell there Ma for a buck." Doesn't sound like the kind of school I'd want to go to....

To Jennifer: I am glad you are able to have this matter reviewed. I do want to state that in way was I insinuating you were using the ADA as a catch all. I am simply stating that most schools have a limited amount of funding to provide those accommodations necessary to disabled students. When I attended Saddleback College in CA in 1998, I was told that they could not provide me with any accommodations at the time because there was simply no money in the budget for all disabled students. I was disheartened when I found out that some people who claimed they were disabled, really weren't, and I had to suffer and make do with the limitations I had. I recognize that not all accommodations require funding, but even so, qualification for those accommodations has to be corroborated in order to ensure that only those students who actually need the ADA services are provided those accommodations. ---------------------------- To Dorolis: I don't believe I ever tried to come off as anything but an employee. I specifically stated I worked in Finance for UOP and the heading for my post states "EMPLOYEE". Your insinuation that I am receiving a bonus for posting here is as preposterous as the assumption that you work for one of UOP's competitors. As far as appropriate education that is supposed to be offered, the education should be no different than that given to someone who has no disabilities. The content should remain the same, it is the method of delivery that can differ in order to accommodate a person's disability. Again, you really should read the wording of the law as your statement contradicts the point you are trying to defend. Assistance was offered, albeit eventually as she stated. Your insinuation that no assistance was offered is again unfounded as she has pointed out that she has been contacted by an ADA officer. Her Academic counselor may be at fault for not following through on her part, but judging from Jennifer's comments, it seems UOP responded appropriately. As far as the treatment of the Enrollment team calling her a quitter, I specifically stated in my last post that I think all salespeople are scum and I would put a great majority of UOP's enrollment counselors in that category. I believe in the school and its policies but I do not believe in its recruiting and retention tactics. I am not well liked by most of the enrollment department where I work because I am very blunt and have often referred some students back to local community colleges. It is very productive to have this discussion but I feel that you are simply acting as a firebrand, laying out assumptions and filling your comments with fallacies to gain support for your argument.

To Donald: I most ceratinly notified my enrollment counselor that I have a learning disability, I knew that I would need help!!! My enrollemnt counselor said I should introduce myself to my academic counselor, I emailed her. She did not respond. I also had difficulty with the enrollment counselor he was suppose to call me and walk me through class the first day, which he had someone else call and that was fine. He was suppose to call the next day and make sure I was fine I never heard anything from him. I left a message for him by now we are on day 2, then I called on day three. Finally day 4 I called again and said I need to speak with him and he was there. In his defense he was sick. I completely understand. Then there was confusion on who was my academic counselor. So once we figured this out he said let me give you her number I contacted her she was out and then called me back on the following Monday day number 7. So at this point I'm well into week one and starting week two. She advised me on what I need to do. I called the ADA counselor and she told me what procedures I need to take. If they would have connected me to her before this, none of this would have occured. Also, I would never use my disability as a catch all. I have had this disability all my life and I have had to struggle through many things because of it. But, I would never abuse or take advantage of anyone or any system because of it. Also, I was told that they do not pro-rate classes. She told me that they no longer do that. I'm not sure if this is different from state to state. Anyway, my update states that they are going to look at these circumstances and correct the problem. I posted this report when I could not get anyone to answer my calls and to respond to this situation. Since, then I have been in contact with my financial counselor and they are trying to correct this for me. I'm greatful that they are working hard to make this right. I will update this again once I check with the financial counselor and everything is taken care of. I'm sure as a financial counselor you do a great job. Also, the ADA counselor was simply wonderful to me and so helpful that once I get up on my feet again and get the necessary assessment testing done. She is going to help me start into school again. She truly is who I needed to speak with and If they would have just sent me to her right away I know all of this could have been avoided. Thank you for your interest in my situation. Jennifer To Doloris: Thank you for the information. I appreciate your feed back. Although, I think we are working towards the same goal we may have to take different avenues to get there. I know that with my learniing disability there are ceratin laws and certain forums I can use to get the help I need and I most ceratinly plan on obtaining those services that are necessary for me to continue with my schooling. Thanks again and best of luck. Jennifer

Donald, I have a disabled child and I am well aware of how an appropriate education is supposed to be offered to an individual with a disability. The point is the snotty attitude of UOP administration and how they only wanted to place the blame on anyone but themselves. No offer of assistence was made to this young lady who very well may not have known about ADA's laws to protect against this type of inconsideration. Not everyone knows about how the law works in an educational setting. She made it clear that she had a disability at the end of the first week then she was shamed and called a quitter instead of being offered the guidance she needed. I just hope UOP is not blowing more smoke when they tell her the problem is being taken care of. Judging from the over 212 post here (and they come in daily) UOP is good at making promises but fall short in following through. The phone call she recieved was just another high powered sales tactic to keep her enrolled and very obviously had nothing to do with what would be in the best interest of the student. Obviously, you must work for UOP or you would not defend their actions so vigorously. Do you get a bonus for that too? Dee

I cannot believe that the Enrollment Counselor lied to you and told you that you would have free tuition. That is total bull. I have tried to tell some people on Ripoff Report that UOP is no good and now they are trying to make me out to be a liar. They are nothing but theives. All they want is your money. How are they going to tell you that you have free tuition and then send you a bill for $1602? They have been caught in yet another lie. I can't stand that school and I will never go back. They ruined my financial-aid and who is the one who has to pay it back? ME.

I cannot believe that the Enrollment Counselor lied to you and told you that you would have free tuition. That is total bull. I have tried to tell some people on Ripoff Report that UOP is no good and now they are trying to make me out to be a liar. They are nothing but theives. All they want is your money. How are they going to tell you that you have free tuition and then send you a bill for $1602? They have been caught in yet another lie. I can't stand that school and I will never go back. They ruined my financial-aid and who is the one who has to pay it back? ME.

I cannot believe that the Enrollment Counselor lied to you and told you that you would have free tuition. That is total bull. I have tried to tell some people on Ripoff Report that UOP is no good and now they are trying to make me out to be a liar. They are nothing but theives. All they want is your money. How are they going to tell you that you have free tuition and then send you a bill for $1602? They have been caught in yet another lie. I can't stand that school and I will never go back. They ruined my financial-aid and who is the one who has to pay it back? ME.

I cannot believe that the Enrollment Counselor lied to you and told you that you would have free tuition. That is total bull. I have tried to tell some people on Ripoff Report that UOP is no good and now they are trying to make me out to be a liar. They are nothing but theives. All they want is your money. How are they going to tell you that you have free tuition and then send you a bill for $1602? They have been caught in yet another lie. I can't stand that school and I will never go back. They ruined my financial-aid and who is the one who has to pay it back? ME.

To Dorolis: As a disabled veteran I find it disturbing Dorolis, that you would use the ADA as a catch all complaint forum without specifying which section would apply to this case. One does not need to be a lawyer to read the ADA code and determine if it is or is not applicable. However, I will do some homework for you and tell you that Subchapter III, Section 12181 of the ADA code defines private entities and the provisions that they must adhere to. Section 12182 covers the provisions under which discrimination is based on and also covers accessibility requirements. Section 12189 covers examinations and courses, exact working below: "Any person that offers examinations or courses related to applications, licensing, certification, or credentialing for secondary or postsecondary education, professional, or trade purposes shall offer such examinations or courses in a place and manner accessible to persons with disabilities or offer alternative accessible arrangements for such individuals." From the original poster's comments it does not appear that she advised her counselors before she started classes that she had a learning disability. You could argue that they should mention that it is available but this might be viewed as discrimination as well. Counselor: We also have ADA services available for those that need assistance or accomodations made for their classes. Student: Why would you mention that to me? Do I look/sound disabled to you? Even in the least intrusive sense, a student could misunderstand and think they are being singled out for some reason. Nowadays, just about every person with a disability knows to ask for accommodations. Even with the most obvious disability (such as a missing limb) a counselor cannot assume that a student wants accommodations made. A great deal of people with disabilities are individuals who do not want to be identified by our limitations. How often have you tried to assist a wheelchair bound individual and they insisted they could get the door themselves? Anyway back to the original poster. She advised her counselor a week into class that she had a disability. Within 24 hours an ADA officer is required to contact her and have her fill out some paperwork which also requires a doctor's signature. Unfortunately, anyone could claim they have a disability and gain accommodations but this process is intended to weed out those who try to fake disabilities. So knowing this, how exactly is UOP not in compliance with the ADA regulations? You may want to read up on the ADA regulations to educate yourself a bit further (www.ada.gov/pubs/ada.htm#Anchor-Sec-30198) --------------------------- To Jennifer: As far as not pro-rating the class that the enrollment manager claimed, this is wrong. Classes are still pro-rated up to 60% of the class. This means that in a 5 week class, if you attend the first 3 weeks, you are responsible for the whole class. The reason for this is because at this point you are eligible for a grade. For the first 9 days, this total would have come to $381.08. Add in the rEsource fee and APA manuals and this comes to $501.08. The APA manuals are disbursed by a different company so you might even get away with blowing that one off for a total of $451.08. Unfortunately, since Financial Aid does not pay for withdrawn classes then you would be fully responsible for at least this amount. They should be able to work with you on making payments for this amount. Also, if you completed your paperwork with the ADA officer, find out if they could do anything for you as well. I'm not saying they would probably waive that out for you but it is possible they could work something out. (i.e. reduced payment, apply payment towards next class, etc.) I firmly believe that all salespeople are scum and do not know what they are talking about. As a finance counselor, I always make myself available for even prospective students to help them project financial concerns for the future. When a student is made aware of worst case scenarios, they can plan better and ensure they have the funding to continue. It would make no business sense to allow students to enroll only to have them drop out during/after the very first class.

Go to the website for Americans with Disabilities and file a complaint there as well and then to to the web site for the Federal Trade commission and file a complaint there. I have found out this site is a good spot to rant and rave and meet others with similar complaints but UOP needs to be investigated and brought to justice! So the more places you can find to file a complaint the better! Dee

I was notified that on 6/22/07 they were sending my information onto managers and were going to refund the entire amount for $1602.00. Since they could not assist me with my learning disability. I will check on this in the next few weeks and give another update when the bill has been credited. I'm relieved that they are looking into this and fixing the problem due to the circumstances.