Important information
- Customer Complaint:Recently, BBB has received complaints for this company that allege billing, product, sales, and customer service issues. Complainants allege that this business may misinform them regarding the cost of attendance at the university and the amount of financial aid that may be available to the student. Some consumers report that the company may overcharge for classes. Other complainants state that the company may fail to respond to the customer when problems arise. In addition, when complainants ask the university to explain additional fees or tuition amounts on their account prior to paying the fees, the company may send the student’s account to collections without an explanation. Furthermore, some consumers report dissatisfaction with the quality of the academic programs, the professor’s lessons, and the attentiveness of the advisors employed by the university. At this time, University of Phoenix is responding and resolving all BBB complaints.
Complaints
This profile includes complaints for University of Phoenix's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 108 total complaints in the last 3 years.
- 36 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:02/14/2024
Type: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.
I only had a certain amount to graduate without having to come out of my pocket. All of my grades were good until one class that failed me. Which means I will have to come out of pocket ***** more to graduate. I submitted two assignments that I spent 10 hours on and was given less than a Fifty percent. The last assignment all I needed was 36 points out of 200. I did not even get that. This seems like a scam. I wanted to go back to school to better myself, and now they are taking advantage of me.
Business Response
Date: 02/20/2024
RE: Complaint # ********; ***********************************
Dear *****************************:
The University received the BBB notice of this complaint on February 14, 2024. We have completed a thorough review of the concerns and provided a response directly to the student on February 20,2024 at 11:25 AM at the email address they provided to the BBB.
The response contains information subject to the Family Educational Rights and Privacy Act (FERPA), and informs the student they may share the response with the BBB at their election.
Please let us know if anything additional is required so that we may respond accordingly.
Thank you,
University of Phoenix
Resolution Services
*********************************************
Phoenix,** 85040
*********************************************Initial Complaint
Date:02/13/2024
Type: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.
I am filing this complaint against the University of Phoenix. I am a recent student that started online classes last month in January. I made it to my third week of classes and decided to withdrawal from the course for personal reasons. I submitted an official school withdrawal form on 2024/01/23. I was told that I had to stay enrolled until the 2024/02/12 which seemed strange to me. I called and talked to an admission specialist who told me the same story and that she couldn't withdrawal me as a student cause her computer wouldn't let her perform that transaction. I found this to be strange since having attended other universities in the past where adding. dropping or withdrawal were always a one or so transaction. I am currently using my GI Bill as tuition payment. I feel as though the University of Phoenix is keeping me enrolled to get the tuition money from the VA which is against the law. All I want is to be completely dropped from this school. I want notification sent to myself and the VA so this matter can be closed. I have tried several times to get this done through the University of Phoenix admission department and have been unsuccessful each time.Business Response
Date: 02/21/2024
RE: Complaint # ********;***********************
Dear *****************************:
The University received the BBB notice of this complaint on February 13, 2024. We have completed a thorough review of the concerns and provided a response directly to the student on February 21,2024 at 12:52 PM at the email address they provided to the BBB.
The response contains information subject to the Family Educational Rights and Privacy Act (FERPA), and informs the student they may share the response with the BBB at their election.
Please let us know if anything additional is required so that we may respond accordingly.
Thank you,
University of Phoenix
Resolution Services
*********************************************
Phoenix,** 85040
*********************************************Initial Complaint
Date:01/26/2024
Type: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.
University is misleading student's with belief that alumni discount will be applied upon registration. Unfortunately, I was charged full prices instead of discount. University States that discount would be applied after each course is completed. University did not specify upon enrollment that discount would be applied per course. Student loan was taken out for course's and University has been paid in full for program at regular price.Business Response
Date: 02/02/2024
RE: Complaint # ********; ***********************
Dear *****************************:
The University received the BBB notice of this complaint on January 27, ****. We have completed a thorough review of the concerns and provided a response directly to the student on February 1, **** at 3:53 PM at the email address they provided to the BBB.
The response contains information subject to the Family Educational Rights and Privacy Act (FERPA), and informs the student they may share the response with the BBB at their election.
Please let us know if anything additional is required so that we may respond accordingly.
Thank you,
University of Phoenix
Resolution Services
*********************************************
Phoenix,** 85040
*********************************************Initial Complaint
Date:01/17/2024
Type: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.
I was enrolled in a class that began Dec. 5th (I believe). I began the class late and was automatically dropped from the course. I was granted a 1-time exception and re-enrolled in the course. I was also taking another class that began on Dec. 10 (I believe). In the 4th and final week of the class I was automatically dropped from the class for non-participation. I had submitted all assignments and responses. I was about to submit my final project for the class and received a phone call from the enrollment officer telling me that I'd been automatically dropped from the class for non-participation. I was extremely confused because I had planned ahead and knew that I was going to have a lot going on this last week so I worked to get assignments completed so that I didn't submit anything late and so that I didn't get behind at work. The problem was that I had responded to another student's discussion question response a few days early. NOT THAT I DIDN'T PARTICIPATE. I responded to the 4th week discussion question. Other students had completed this as well. I completed the required 2 responses to other's discussion question responses FROM THE 4TH WEEK OF CLASS, so I believed I had met the participation requirement.I've spoken to my enrollment officer, who only kept quoting policy. I spoke to his manager who also just kept quoting policy. They escalated it to a **** over them and they IMMEDIATELY denied my request to be re-enrolled due to POLICY. I was not allowed to speak to a human being.This is cruel and unreasonable. I completed a tremendous amount of work for that class and carried an "A" and just before I submit my final project I'm kicked out of the course for participating on the correct assignment a couple of days early. I don't want the money back. I want credit for the class. Unfortunately, If my work is not submitted by Thursday evening, I'm not sure how that will happen because the course will be closed. Please help.Business Response
Date: 01/23/2024
RE: Complaint # ********; ***************************** *****
Dear *****************************:
The University received the BBB notice of this complaint on January 17, 2024. We have completed a thorough review of the concerns and provided a response directly to the student on January 22, 2024 at 3:15 PM at the email address they provided to the BBB.
The response contains information subject to the Family Educational Rights and Privacy Act (FERPA), and informs the student they may share the response with the BBB at their election.
Please let us know if anything additional is required so that we may respond accordingly.
Thank you,
University of Phoenix
Resolution Services
*************************
Phoenix, AZ 85040
*********************************************Customer Answer
Date: 01/23/2024
I absolutely do not accept the response from University of Phoenix. No one spoke to me. All they did was quote policy over and over.
It is very bad business to treat your students this way and I will let everyone I work with in the county and friends teaching in other counties know about these unethical practices. It is acceptable to automatically withdraw someone in the 4th week of class rather than impose a grade reduction. Further the fact that NO ONE would speak to me from U of P speaks volumes. I believed I was meeting the participation policy because I was responding to the week 4 reflection question but I did so a couple days early. I'm not receiving credit for the work AND then I'm expected to pay for the class. I am willing to take this as far as I can because this is WRONG.
Thank you
Initial Complaint
Date:01/11/2024
Type: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.
I was falsely accused of plagiarism by the University of Phoenix who along with many higher education institutions are on a mission to weaponize AI and punish students. The University of Phoenix within the last six months have falsely accused me of plagiarism twice and are now refusing to confer my degree and give me my degree that I earned. I have filed a formal complaint as well as many appeals. Unfortunately, the University of Phoenix is more concerned with protecting their own and covering their own butts to listen to a student such as myself who has exhibited nothing but academic integrity throughout the course of my time there. I am a straight-A student, have made the ****** list three times, and my GPA qualifies me to graduate with honors which is a huge accomplishment for a person who flunked out of community college and barely graduated high school.Business Response
Date: 01/17/2024
RE: Complaint # ********; ***********************
Dear *****************************:
The University received the BBB notice of this complaint on January 12, ****. We have completed a thorough review of the concerns and provided a response directly to the student on January 17, **** at 8:37 AM at the email address they provided to the BBB.
The response contains information subject to the Family Educational Rights and Privacy Act (FERPA), and informs the student they may share the response with the BBB at their election.
Please let us know if anything additional is required so that we may respond accordingly.
Thank you,
University of Phoenix
Resolution Services
*********************************************
Phoenix, ** 85040
*********************************************Customer Answer
Date: 01/17/2024
I have vehemently denied these outrageous accusations against me. I am a student who has exhibited nothing but academic integrity while attending this university. I am down right insulted by these allegations which is why I unenrolled from the *** masters program because I didnt want to attend a college and get another degree from an institution who freely insults my character and accuses me of cheating and taking shortcuts on assignments. I have also begun consulting with lawyers on this matter who tell me these types of cases are on the rise because universities are choosing to put their sole trust in technology instead of using their own brains that the good lord gave them. This is a weaponization of AI technology and no one is safe. These universities must be held accountable for their extremely unethical ways of conducting business with their students and staff.
I kindly invite you to read **************** tweets and comments on this ********. Perhaps if billionaires scream loud enough you will reconsider your stance on willingly trusting a piece of technology that isnt capable of critical thinking and common sense.
******************************************************************************************;
******************************************************************************************;
I will also continue to consult with lawyers and determine the right legal actions to take against this university and its extremely unethical practices.
Regards,
***********************Business Response
Date: 01/22/2024
RE: Complaint # ********; **************
Dear *****************************:
We are in receipt of the follow-up comments submitted by **************. The University provided a detailed response to the complainant on January 17, **** to the email provided to the BBB. We encourage them to review the response provided. Please let ** know if anything additional is required.
Thank you,
University of Phoenix
Resolution Services
*********************************************
Phoenix, ** 85040
*********************************************Initial Complaint
Date:12/08/2023
Type:Status:ResolvedMore 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.
Was interested in applying to this university. I wanted to know how many credits I could transfer over BEFORE starting/applying. I was told I still needed to fill out an application in order for them to get all information. I applied in August, hoping to start in September-October. I did not hear from admissions them until late October - however, I kept getting spam emails from them in regards to finishing up my application and financial aid. I called every other week in regards to my transfer credits and they said nothing however I just needed to fill out financial aid. That was the answer to every question I asked. My November, I filled out the finanical aid and straight away they enrolled me in a random class. I called to complain and they stated they still haven't received anything and that I needed to call my past colleges in order to get the transcript. I stated I NEVER wanted to enroll into any classes UNTIL i knew how many classes I needed to take before I can get my BA, so why are they enrolling me in random classes I don't even know about? They "unenrolled" me and weeks after that I was told I only have 27 transfer credits. I told them I'm not interested in being a part of this university anymore. Now I am getting DAILY calls from the University even though I told 2 people NOT TO CALL me anymore. Yet, I am still getting spammed. One message stated that there's a process where I need to unenroll me. I was NEVER a student. I NEVER wanted to enroll as a student UNTIL I knew how many credits I could transfer over. So they just wanted me to enroll so that they could get money from my financial aid? NO. I want them to stop calling me and unenroll me themselves if they can just automatically enroll me without my permission.Business Response
Date: 12/15/2023
RE: Complaint # ********; *********************
Dear *****************************:
The University received the BBB notice of this complaint on December 8, 2023. We have completed a thorough review of the concerns and provided a response directly to the student on December 14, 2023 at 2:52 PM at the email address they provided to the BBB.
The response contains information subject to the Family Educational Rights and Privacy Act (FERPA), and informs the student they may share the response with the BBB at their election.
Please let us know if anything additional is required so that we may respond accordingly.
Thank you,
University of Phoenix
Resolution Services
*********************************************
Phoenix, ** 85040
*********************************************Customer Answer
Date: 12/16/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
*********************
Initial Complaint
Date:11/08/2023
Type: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.
I was misled about employer tuition cap. I have contacted multiple times, was told it would be applied once 60 percent attendance was met, advised that it was met on 11/02/23 yet the cap has not been applied and was then told I had another week of attendance at the least and that they only run the report on Tuesdays and Thursdays. I have been given misinformation multiple times and they will not allow me to speak with the accounting team to rectify the situation.Business Response
Date: 11/15/2023
RE: Complaint # ********; ***********************
Dear *****************************:
The University received the BBB notice of this complaint on November 8, 2023. We have completed a thorough review of the concerns and provided a response directly to the student on November 13, 2023 at 2:43 PM at the email address they provided to the BBB.
The response contains information subject to the Family Educational Rights and Privacy Act (FERPA), and informs the student they may share the response with the BBB at their election.
Please let us know if anything additional is required so that we may respond accordingly.
Thank you,
University of Phoenix
Resolution Services
*********************************************
Phoenix, ** 85040
*********************************************Initial Complaint
Date:10/30/2023
Type: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.
September 29, 2023 I contacted the financial aid department. I had dropped a class, and I was transferred to that department to make sure that no money was owed on the class. The financial aide department had said nothing was owed, that I would be receiving a reimbursement for the three classes that I completed and had gotten As in, and would be getting the reimbursement within 4 to 6 weeks. This is week 5 and today I received an email stating that I owe them $560 for the dropped class. I never got an email stating I owed money. Now Im getting an email stating that the amount is past due. No one notified me of anything. I dont think thats right to have to pay for something that they told me originally that I didnt owe anything. Actually, on my account its showing I owe nothing. Theyre stating I owe $560. I dont think thats right and now theyre telling me theyre not sending me the reimbursement. Five weeks later after the fact, they said they were going to send me the reimbursement And that I didnt owe any money on that class that I dropped. I feel that I shouldnt have to pay the $560, because I was told originally that I didnt owe anything. And I was also promised money that now theyre not giving to me, so I would like my refund of the money that they promised to send to me. Im very disappointed and very upset with the school. I attended this school for my associates degree program, and decided to go back for my bachelors degree program. And its been a nightmare and a half. It was never like this before. I dont know if it is new management or a new president, but they really arent on the same page with one another. One person tells you one thing, and the next person tells you to you something different. They will lie through their teeth. I would not recommend the school to anybody if you are smart, stay away from this school.Business Response
Date: 11/07/2023
RE: Complaint # ********; ***************************
Dear *****************************:
The University received the BBB notice of this complaint on October 31, 2023. We have completed a thorough review of the concerns and provided a response directly to the student on November 7, 2023 at 3:02 PM at the email address they provided to the BBB.
The response contains information subject to the Family Educational Rights and Privacy Act (FERPA), and informs the student they may share the response with the BBB at their election.
Please let us know if anything additional is required so that we may respond accordingly.
Thank you,
University of Phoenix
Resolution Services
*********************************************
Phoenix, ** 85040
*********************************************Initial Complaint
Date:10/23/2023
Type:Status:ResolvedMore 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.
I have requested and paid the fees for my University of Phoenix transcripts to be sent to the University of West ******* on three separate occasions within the last 30 days. The University of West ******* states that the University of Phoenix is sending an error that prevents the University of West ******* from being able to view the transcript. The University of Phoenix said it could be because I owe them money, so I contacted the finance department to ask and could not give a reason why I would owe money, and the school refuses to look into the matter any further. I am unable to complete my application to the University of West ******* without my University of Phoenix transcript.Business Response
Date: 10/30/2023
RE: Complaint # ********;Mandi Dancer
Dear *****************************:
The University received the BBB notice of this complaint on October 23, 2023. We have completed a thorough review of the concerns and provided a response directly to the student on October 30, 2023 at 2:44 PM at the email address they provided to the BBB.
The response contains information subject to the Family Educational Rights and Privacy Act (FERPA), and informs the student they may share the response with the BBB at their election.
Please let us know if anything additional is required so that we may respond accordingly.
Thank you,
University of Phoenix
Resolution Services
*********************************************
Phoenix, ** 85040
*********************************************Customer Answer
Date: 10/31/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
Mandi Dancer
Initial Complaint
Date:10/20/2023
Type: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.
I am a student who enrolled in July 2023 (student ID **********). Initially, I signed up for the Bachelor's degree program. After considering making short term goals that were move achievable and closer, I thought it would be best to switch to the Associate's degree program. Once I did this, I received a called a stating I owed money because of the change in program. This confused me because I was still taking the same classes no matter the degree. Now I have been told that I have to pay over $3,000 just to start my next class. Also, my financial aid is on hold, as well as *********************** payments. I am a single mother with no income presently coming in, so I cannot afford to pay, which is why I have financial aid. After being transferred three times, an Academic person advised when I changed my degree, there would be no difference, and there would be no holds on my account and things would still be the same. After the change and misinformation, my Academic Advisor emailed me and stated I am not financially clear to start classes. This now holds me up, and my Veterans benefits have been placed on hold. Financial Aid advised after the program was changed that I would get my financial aid and I could pay for my class after things were sorted.Business Response
Date: 11/03/2023
RE: Complaint # ********; ***********************
Dear *****************************:
The University received the BBB notice of this complaint on October 20, 2023. We have completed a thorough review of the concerns and provided a response directly to the student on November 3, 2023 at 2:17 PM at the email address they provided to the BBB.
The response contains information subject to the Family Educational Rights and Privacy Act (FERPA), and informs the student they may share the response with the BBB at their election.
Please let us know if anything additional is required so that we may respond accordingly.
Thank you,
University of Phoenix
Resolution Services
*********************************************
Phoenix, ** 85040
*********************************************
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.