Complaints

The 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:01/23/2025

  Type:Order 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.

  I applied to this university's master's program in Special Education General Track.I was very specific with my selection, but ******** ****** told me that if I followed the Early childhood tract I would not have to take required research class RES5333, but this was not true, I sill had to take this class because it is a required class for the degree. I tried to transfer a previous class that I took which should satisfy this requirement, but they rejected it, and my class is more in depth than their research class which only focuses on FBA: functional behavior Assessment.She lied to me. I tried to contact her many times via email and call, but she refused to answer. She knows she provided me with false information. As the director of student enrollment would you not want to correct your mistake with a prospective student.I wrote to all entities yesterday. They withdrew me from the class they enrolled me three weeks ago, but they are still sending me a fee bill of $834.00 to pay.individuals are very misleading at ACE. They need to be very truthful at all times. Is it because their education is very cheap, they think they have the power to mislead students and try to make them pay for classes that they are not enrolled. I will write to the **************************.

  

  Business Response

  Date: 01/28/2025

  01/28/2025
  Mr. ****** *****,

  
  We are in receipt of your complaint submitted to the BBB on 1/23/2025 seeking a resolution of a refund of your $50 application fee. Please note that *** representatives take pride in aiding and guiding students as they investigate potential programs of interest. And are passionate wit assisting students as they review ACE admission,scheduling, and transfer policies as applicable for their program of interest.

  It should be noted that upon review of all communications between yourself and ACE representatives during enrollment. And the review of communications received via email, or telephone, and in writing from yourself to multiple ACE staff. It was determined that *** personnel provided reasonable and correct guidance in all conversations. And ACE representatives attempted many times, without success, to respond to your multiple inquiries and requests to be contacted by various personnel. To state or insist that representatives were purposely untruthful for any reason is not accurate.

  It also appears that there were no concerns from yourself until a transfer credit request was not approved under ACE transfer credit policies as listed in the catalog. That denial lead to an appeal where one 3 credit course was reexamined, and 9 transfer credits were approved. However, your continued insistence that ACE should allow transfer credit beyond the maximum external credit of 9 credits is not consistent with college practices. And cannot be honored based on your insistence otherwise.

  Additionally, it should be noted that the tuition charge noted in your complaint is for your first course enrollment. And as an eligible recipient of an ACE ***** that was applied to all successfully enrolled students for your term start. Your $50 application fee was applied to your first term tuition charge. 

  We hope this provides additional insight into your concern and will help clarify any confusion related to your program pathway selection.
  
  Thank you
  
  ****** *******
  Director of Regulatory Affairs and Compliance
  American College of Education
  101. ******************************
  ************, IN  46204

  
  

  Customer Answer

  Date: 01/29/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  He does not know what is is talking about. They are very dishonest. ******** lied to me . I contacted her and she never responded. She knows that she lied about the *** selection I provided the evidence to them and they have never responded. The de rolled me from classes and charged me $59.40 technology fee. I have asked them to issue me my refund. Its to many people working at this remote school and they dont know what is going on. As for transfer credits ; he is lying because he has no facts, there policy states that at least 12 hours can be transferred in. I petitioned to avoid course duplication as I have taken several of the courses that they want me to retake and waste money. Why do they have appeal forms? One can contest any universitys decision. As they should know that their program is redundant and lacks viable learning abilities. The same course format has been taught for over 15 years with the same content; this guy needs to learn how to improve those courses. My next step is to dont the **** Three is freedom of speech.  I need you to immediately refund that $50 application fee. You and the rest of your university staff can stick to your lies and dishonesty. Your paper mill school is just interested in stealing money from students. Why would you want one to repeat a class that has been taken . You love course duplicity. Thats not being in the best interest of a student. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ****** *****
  

  Customer Answer

  Date: 01/29/2025

  Why is the case closed when the business has not responded to my reply. You all are bias because they pay you all

  Customer Answer

  Date: 01/29/2025

  I never said that; I point is you never sent my rebuttal to them for them to respond. They pay you all for them to have good ratings 

  Customer Answer

  Date: 01/30/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  He does not know what is is talking about. They are very dishonest. ******** lied to me . I contacted her and she never responded. She knows that she lied about the *** selection I provided the evidence to them and they have never responded. The de rolled me from classes and charged me $59.40 technology fee. I have asked them to issue me my refund. Its to many people working at this remote school and they dont know what is going on. As for transfer credits ; he is lying because he has no facts, there policy states that at least 12 hours can be transferred in. I petitioned to avoid course duplication as I have taken several of the courses that they want me to retake and waste money. Why do they have appeal forms? One can contest any universitys decision. As they should know that their program is redundant and lacks viable learning abilities. The same course format has been taught for over 15 years with the same content; this guy needs to learn how to improve those courses. My next step is to dont the **** Three is freedom of speech.  I need you to immediately refund that $50 application fee. You and the rest of your university staff can stick to your lies and dishonesty. Your paper mill school is just interested in stealing money from students. Why would you want one to repeat a class that has been taken . You love course duplicity. Thats not being in the best interest of a student. 
  
  
  Regards,
  
  ****** *****

  
  

  

  Business Response

  Date: 01/30/2025

  ACE representatives are committed to providing exceptional service to individuals pursuing their educational goals. Our review confirms that *** representatives have consistently exceeded this standard, even in response to your repeated requests for satisfaction beyond established program policies and multiple messages to the College containing inaccurate statements about ACE personnel.

  As per your enrollment withdrawal request received on 01/29/25, your withdrawal has been processed, and the refund of the $50 application fee is already in progress. Confirmation of both the withdrawal and refund was sent to you on 01/29/25.

  Since your withdrawal was processed before your scheduled term start, the only refundable amount is the $50 application fee. No additional fees or charges,including a technology fee, were applied to your account, contrary to the claims in your complaint.

  With your withdrawal completed and the application fee refund processed as requested, the College considers this matter resolved and will not respond to any additional communication sent to the College or ACE personnel.
  

  Thank you.

  ****** *******
  Director of Regulatory Affairs and Compliance
  American College of Education
  101. ******************************
  ************, IN  46204

   

  Customer Answer

  Date: 01/31/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  No confirmation of any refund has been sent to me . The staff and management of this remote school is committed to lying and making enormous mistake. They do not have the ability to assist student ; they are just interested in stealing money from students with their paper mill online university for high schoollers
  Regards,
  
  ****** *****
  

  

  Business Response

  Date: 02/07/2025

   

  ACE immediately refunded your $50 application fee on January 29, 2025. The attached screenshot shows the refund to your credit card on January 30, 2025. 

  With your refund completed, the college will consider this matter resolved and will not respond to any communication sent to the college or ACE personnel.

  
  Thank you,

  
  ****** *******
  Director of Regulatory Affairs and Compliance
  American College of Education
  101. ******************************
  ************, IN  46204

  Customer Answer

  Date: 02/10/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.] ****** I have not received any refund
  
  Regards,
  
  ****** *****
  

  

  Business Response

  Date: 03/25/2025

   

  Mr. *****,

  Your refund request was received and processed on 1/29/25. Your 50-dollar refund was applied to the credit card you used for the application fee payment on 1/30/25.

  Please review your credit card account or statement or contact your credit card company for more information. 

  With your withdrawal completed and the application fee refund processed as requested, the College considers this matter resolved. 

  Thank you.

  ****** *******
  Director of Regulatory Affairs and Compliance
  American College of Education

• Initial Complaint

  Date:08/21/2024

  Type:Service or Repair 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.

  I took a climb loan to pay the tuition Attended 3 courses They accepted seven thousand dollars My program was switched to a five thousand dollars certificate While taking 3 courses American College of Education kept sending demands for more money or I would be kicked out. I thought it was weird but just wanted to complete the program.Though I had ***** dollars they put me out of courses and stated I need to pay up to climb. I was like no you need to send me a refund or refund climb. They will not do anything or return calls they just say they are going to investigate. Withdrew from their institution this morning due to the inept resolution and the outright theft by deception. Informed them that I was reaching out to you. See in the reviews that this has happend to other students.

  

  Business Response

  Date: 08/26/2024

  To *************************************************,

  
  Thank you for reaching out with your concern. Please note that the College offers a variety of payment options for student tuition that the student is free to select at their own discretion and personal need. Students may pay tuition and fees in whole, by term, or may also fund their education through a private lender of their selection. It should also be noted that ACE is not affiliated or related to any private lender students may chose.

  
  However, am happy to learn that the Vice President of Finance at American College of Education had already received and reviewed your separate internal concern submitted through the Colleges complaint process. On the same day you submitted your concern to the BBB. And that the Vice President of Finance was able to identify that although you had applied for a private loan through a separate lender. You had been submitting your payments directly to the College for processing. And these payments were applied directly to your student account. Not your private lenders account.

  
  Therefore, it was not necessary for you to utilize a private loan if you continue to send payments in full to the college.  And it would be in your best interest for the College to cancel that loan receipt and return the excess monies you had sent directly to the College. That was more than your obligations.

  
  And I was very happy to learn that you accepted this resolution and are continuing in your selected program for this term. We are glad that we were able to help clarify your confusion and concern. And that you are moving forward with your studies and success with ACE. 

  Thank you,

   

  ***************************
  Director of Regulatory Affairs and Compliance
  American College of Education
  101. ****************************************
  ************,IN  46204
  E: *****************************
  
  
  
  Visit us at: www.ace.edu

• Initial Complaint

  Date:08/02/2024

  Type:Service or Repair Issues
  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 was enrolled in the *** principal certification program. I paid a $200 deposit for the first course. I was told by the college that their program would meet the requirements of the sate of ********** for a school principal certification. New ******************* of education, informed me that the college would not provide enough internship hours. I immediately withdrew from the program. I received an email from ***************** saying that "I fill my own log out" for the hours, so I can have as many as my state requires. I was mislead and misinformed. On day day 8, I again withdrew from the program. Again, I was mislead by the college that this program was designed for working processionals. I spent 3-4 hours each day working on assignments for the first course, and still had not received a clear answer about the internship hours, I was given a different response from 3 different employees regarding the internship hours, thus resulting in my 2nd and final withdrawal from the program. I felt that *** falsely advertised their program in order to gain students. After submitting my 2nd withdrawal from the program, I immediately contacted the college both through email as well as through phone calls to ensure that my loan was cancelled and that I would not be charged for the course, as I had requested a with draw initially on day 1 of the program. I was never told that I would be required to pay, just that "it should be taken care of." I received an email on 7/31 that I needed to pay my balance. I called the college and they told me that because my withdraw was on day 8 I was responsible. I explained that I withdrew initially on day 1, and that in all of the conversations not one *** employee explained this to me. I feel completely taken advantage of and mislead. I would like to be refunded $200. I was encouraged by ***************** to stay in the program, knowing that I would miss the window for a refund. Thank you in advance for your time and attention to this matter.

  

  Business Response

  Date: 08/07/2024

  To: *****************************,

  
  Thank you for your notice of concern. Please note that upon review of all correspondence and communication provided by yourself and available in your student file. It appears that you did submit a withdrawal request that was rescinded, with your consent, following discussions with ACE personnel that ACE does offer additional internship hours to meet NJ principal license requirements as you had indicated was your concern. However, your later withdrawal request indicated a desire to withdrawal regardless of above.

  
  Unfortunately, as the second withdrawal request was received past the Colleges withdrawal date for processing. The request was sent to the Colleges finance department for standard administrative approval for a refund beyond the withdrawal date. And you received an email to that fact on July 18, 2024.Indicating that your request was received, and processing was underway. But may take up to five business days. And any funds received from a lender would be returned to that entity first. And records indicate that was completed.

  
  However, you are now requesting a return of the published non-refundable $200 deposit you paid for processing of a separate third-party loan application form during your initial enrollment. Although this fee was clearly noted as a non-refundable fee related to that lenders application process, ACE will honor your request for return of the $200 deposit.  As ACE is a student-centered institution and believes that although we followed all processes as published and equally applied to all students enrolled at the College. We strive to leave a positive perception with all student experiences. Even if their final journey to their goal is not completed at our institution.
  

  Please allow up to five to seven business days to process and refund the $200 dollar deposit as requested.
  

  We hope this provides a positive resolution to your concern. And we wish you the best with completing your academic goals in the future.

  
  Sincerely,
  
  
  ***************************
  Director of Regulatory Affairs and Compliance
  American College of Education
  101. ******************************
  ************, IN  46204

  Customer Answer

  Date: 08/07/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

  *************************

• Initial Complaint

  Date:07/28/2024

  Type:Service or Repair Issues
  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 registered for ACE for a certification in education. I was promised and told it's a program that works with educators. The whole enrollment time I had daily text messages, emails and phone calls from them. I enrolled in the class, dropped it within the appropriate time for a full refund but my counselor rescinded my cancellation and told me to feel it out. The work is unreasonable, and I didn't get my grades till the following week. I dropped the course a second time, but they tried to convince me to stay. I don't like the way this was handled, I'm now being told they won't refund me, but to put an appeal through. I'm still waiting for the appeal process, but I have nobody to contact as I'm being told there is no phone number for bursar or registrar. This program promised me grants, and scholarships; but once they got my money they took their time responding back to me, especially ***************************. The business practice of this institution makes it so that students can't drop the class and get a refund. I should have the right as a consumer to drop a class, I shouldn't need authorization from a school counselor. I'm now $875 in debt ($825 for the class, $50 for the application). I have documented emails of me dropping the class, only to get an email saying my counselor (***************************) has rescinded the drop. I don't think that's ethical to have a drop date of only the first 5 days, and the student (consumer) not have the ability to drop it themselves without authorization from the college. At this time I've made multiple phone calls daily, and I receive no information with regard to my appeal to have a refund. This college practices 'bait and switch' techniques to hook students into their programs, only to not deliver with the service. I was told to fill out an appeal and to continue with the class, but I was never told the appeal can take up to 15 business days to receive a response. Please investigate this company.

  

  Business Response

  Date: 08/01/2024

  To: Mr. ***************************,

  Thank you for your notice of concern. Please note that upon review of all correspondence and communication provided by yourself and available in your student file. It appears that you did submit a withdrawal request that was rescinded with your consent following discussions with ACE personnel that ACE does offer additional hours to meet NJ principal license requirements as you had indicated was your concern. However, your later request indicated a desire to withdrawal regardless of above.

  Please note that ACE is a student-centered institution and would not want someone to continue in a program they just started if they felt that the program would not meet their goals as initially intended. For any reasons. Unfortunately, as the second withdrawal request was received past the Colleges withdrawal date for processing. It was recommended that you submit an appeal.

  This suggestion was made to you based on the relevance of your concerns and to solely assure documentation was retained for the school to process a full refund as requested beyond the published withdrawal date. But it appears you were dissatisfied with the notice that process may take up to 15 days to review and approve the appeal to initiate the return of all monies received.

  We understand your concerns and as stated above ACE strives positively satisfy all potential and current student concerns, as applicable, and provide excellent student service. As such I have requested an accelerated approval and process of your refund request that would allow the College to release the funds at its earliest convenience. However please note that refund processing and return of monies as requested by electronic or postage delivery will take up to three to five business days by itself.

  We hope this provides a positive resolution to your concern and apologize for any unintended negative perceptions of your experience with ACE.  We wish you the best in locating a program or school that will better meet your needs.
  

  Sincerely,
  
  
  ***************************
  Director of Regulatory Affairs and Compliance
  American College of Education
  101. *****************************
  ************,IN  46204
  
  

  
  

  Customer Answer

  Date: 08/06/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

  ***************************

• Initial Complaint

  Date:09/28/2023

  Type:Product 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.

  I withdrew from the College early August and they are unwilling to refund the balance of loan to climb credit. I have been back and forth with both climb and ACE for nearly two month and now ACE is claiming the $5300 just is gone as climb has no record of a refund being issued.

  

  Business Response

  Date: 10/03/2023

  Dear ************,
  Thank you for reaching out. We understand your concern.However, the College can assure you that the referenced refund of funds, in excess of your obligations, was returned to your lender as required by the Colleges refund policy.
  As you indicated in your statement your withdrawal request was processed on August 17, 2023. And as shown in attachment A the College subsequently issued a refund for $5325 directly to your lender on September 18,2023.
  

  It should be noted that the College recently verified with your lender that the refund is in process as shown on attachment A. But that it may take up to ninety days from receipt for your lender to process and post to the account that is maintained and provided by your lender.  We strongly recommend that you contact your lender directly for additional information specific to your account maintained directly by your lender.

  Thank you,

  ***************************
  Director of Regulatory Affairs and Compliance
  American College of Education
  101. *********., Suite 1200
  ************, **  46204

  Customer Answer

  Date: 10/03/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *********************
  

  

  Business Response

  Date: 10/11/2023

  Dear ************

  Thank you for your reply. As stated in the prior response the college issued a refund of $5325.00 directly to your lender on September 18, 2023. But that your lenders 90 day processing time may apply before posting to your lenders account. However, the ******************** has received notification from your lenders servicer, ***************************** (***), that the refund process has been completed and is now posted to your *** account. To view your loan balance, you must log in to the *** account portal.  You contact your lender or *** directly for assistance with logging into your *** account.  

  Thank you,

  ***************************
  Director of Regulatory Affairs and Compliance
  American College of Education

• Initial Complaint

  Date:12/31/2022

  Type:Service or Repair 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.

  I have spoken to my success coach about this issue. I need the best option to continue my education. I would like to pay my balance and make an adjustment to my climb loan. The school uses a lender that does not work with students. They did not adhere to my autopay and the account ended up in collections. When I asked them to take their loan back they told me they cannot do that it has to go through ********** they have my loan amount at $14,000 and they are collection on a $14,000 loan and Ive taken classes that have totaled $*****. Therefore the amount they want me to pay back is not the terms I signed up for (because they are a collection agency). Climb/UAS loan servicer said the only way they can take the loan back is if there is an adjustment to the loan. I need the loan adjusted so it can come out of collections. The students have no way to contact the finance department (if they have one) and I have yet to get a resolution thats in a students best interest. For me as a student it looks as if I am on the hook for $14,000 through a collection agency and cannot go to school unless that is being paid however I only used $***** worth of the $14,000. Ive been through several programs I am at the doctorate level and have never felt with a school that uses predatory lenders and will give no help. *** filed a complaint against Climb or UAS service to get a resolution so I can go to school. My goal is to pay the ***** and start the terms over on that climb loan if I am awarded $14,000 I want to use that for my education therefore an adjustment needs to be made either on the loan amount either increase or decrease or the date of terms.

  

  Business Response

  Date: 01/13/2023

  Dear **************,

   

  The College has attempted to contact you directly by email and by phone to assist with payment and loan adjustment as advised. However, we have been unable to contact you directly and have not received a response. Please feel free to reach out directly at *************** to request assistance with payment to allow loan adjustment.

   

  Thank you,

  *********************

  Director of Regulatory Affairs and Compliance

  American College of Education

• Initial Complaint

  Date:11/05/2022

  Type:Customer Service Issues
  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.

  The College is using a faulty system to flag students' papers for plagiarism. Some professors warmed students against ahead of time. Other professors punish students for something they didn't do. This practice does not reflect good customer service. Furthermore, the system doesn't tell the student why the paper was flagged, and the professors ask students to provide reasons as to why their paper was flagged. The student doesn't know the criteria used in the system, so they have no way of answering the question. Desired Outcome 1. Use an accurate and transparent system to test for plagiarism 2. Train new professor on how to use the current system and when it can give a false positive. 3. I'd like to speak to the leadership team about this issue.