Complaints

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• Initial Complaint

  Date:04/17/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Formal Complaint Mistreatment of a Veteran Student at **************** Education Center *************************************************** To Whom It May Concern,I am a U.S. veteran and current student at ********************************************** in **********, *******. I am filing this complaint due to the ongoing disrespect, lack of professionalism, and mishandling of my education and benefits.Despite my efforts to stay compliant, turn in proper documentation, and communicate professionally, Ive been treated with disregard, spoken to with disrespect, and blocked from receiving the VA certification I depend on all because of mistakes made on the school's end, including lost attendance sheets and inaccurate record keeping.I have had to deal with everything except actually being a student. Ive navigated staff errors, been passed around without resolution, and felt like Ive had to beg for basic respect. Im a veteran who deserves the right to pursue an education without being pushed around by people who dont care to do their jobs or treat students with dignity.The behavior of some staff, including the campus director, has been dismissive and unprofessional, and I believe Ive been treated unfairly throughout this process. The school advertises support for veterans, but my experience has been the complete *********** requesting a full investigation and resolution, not just for myself, but for any future student who could be treated this way.Sincerely,****** ***** ************

  Customer Answer

  Date: 05/02/2025

  Have you heard from the company? Yes
  Are you satisfied with the companys efforts to resolve this matter? No
  
  
  If not, please explain:
  Yes, I have heard from the school, but I am not satisfied with their response. The president of the school contacted me, but the conversation was brief and did not result in any meaningful resolution. He mentioned that they were not charging the VA for the months I wasnt certified, but there was no accountability or detailed explanation regarding the issues I raised. No disciplinary actions were mentioned, and I was simply told I could return as a studentwhich I am not interested in. The response felt more like a formality than a genuine attempt to resolve the matter.
  
  

  Business Response

  Date: 05/02/2025

  Good afternoon,

  Please see the attached response with exhibits, and do not hesitate to reach out with any questions or concerns.
  
  Thanks,
  **** *****

   

  Customer Answer

  Date: 05/06/2025

   
  Complaint: 23217213
  
  I am rejecting this response because: See attached.
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 05/21/2025

  Please see additional response as attached per your request.  Thank you. 

  Business Response

  Date: 05/21/2025

  5-21-2025  Response to Ross Education ************** Case #******** To whom it may concern, Thank you for the opportunity to respond. I appreciate that Ross Education reviewed my concerns, but I must clarify several important points in response to their statement: 1. Veteran Student Addendum **** stated that I received and acknowledged the Veteran Student Addendum. However, I never received, reviewed, or signed this document. If **** claims I did, I respectfully request proof of my signature or electronic acknowledgment, as none was ever presented to me. I did not understand how attendance would directly affect my VA benefits because this policy was not properly disclosed or explained to me. Ross Education Response: The Veteran Student Addendum was delivered via email to the respondent on 1/17/25. Additionally, VA Academic & Attendance Counseling documentation was delivered via email to the respondent on 2/7/25, 3/10/25, and 4/11/25. Copies of these emails were delivered to the respondent directly. On 4/7/25, the respondent replied to the email communication that the documentation had not been viewed previous to that date. **** has a better understanding now, why the respondent felt uninformed about the VA attendance and eligibility requirements, having not viewed the email communication previous to 4/7/25. On 5/9/25, **** *********, *** Operations, spoke directly with the respondent. Reviewed that **** must follow VA guidance, and that return to the program and recertification at that time remains a future option. Respondent stated that the call was appreciated, along with the understanding and kindness to try and come to resolution. Respondent will consider the matter closed. 2. Communication Issues I stand by my report of disrespectful and unprofessional treatment by multiple staff members at the ********** campus. My concerns were not exaggerated. I made several good faith attempts to get clarification about my attendance and certification status, but I was met with attitudes, deflection, and inconsistent answers that caused undue stress and confusion during an already difficult time. My goal was always to succeed in the programnot to file complaints. Ross Education Response: The respondents concerns regarding unprofessional treatment and campus culture were reviewed with the ********** campus, and classroom observations completed to review student / faculty engagement and interaction. Further training will occur with the campus staff and faculty. 4918-7642-2976, v. 1 3. Mitigating Circumstances and Attendance While **** acknowledged that I brought mitigating circumstances to their attention, including illness and documentation from my doctor, it is unclear how that was factored into my attendance. I was told I was in good standing and had no idea my VA certification would be terminated until it had already happened. The lack of clear, proactive communication contributed heavily to this outcome. Ross Education Response: VA Academic & Attendance Counseling documentation, which states attendance percentage for the term in question, was submitted via email to the respondent on 2/7/25, 3/10/25, and 4/11/25. The counseling documentation states that failure to meet the requirements of this Veterans Affairs Counseling will result in termination of VA Education Benefits. On 4/7/25, the respondent replied to the email communication that the documentation had not been viewed previous to that date. **** has a better understanding now, why the respondent felt uninformed about the VA attendance and eligibility requirements, having not viewed the email communication previous to 4/7/25. On 5/9/25, **** *********, *** Operations, spoke directly with the respondent. Reviewed that **** must follow VA guidance, and that return to the program and recertification at that time remains a future option. Respondent stated that the call was appreciated, along with the understanding and kindness to try and come to resolution. Respondent will consider the matter closed. I am formally requesting recertification for the months of March and the portion of April I was actively enrolled and attending. I should not be required to return as a student in order to receive VA certification and payment for time I was present, participated, and fulfilled my academic duties. I believe I should be paid accordingly for the period I was in attendance, and that the delay in certification has created unnecessary hardship. Ross Education Response: Ross Education is following the guidance provided by the *********************** regarding certification of eligible terms throughout the students program. Should the respondent return to the program at a later date, they would once again be eligible to recertify terms in question. Lastly, I did not "assume" anything in my complaint. I reported my actual lived experience, and I appreciate the BBB for taking it seriously.