Complaints

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• Initial Complaint

  Date:05/13/2025

  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 enrolled in Spring 2025 CDL training at this college session 3/24/25-5/15/25. The Instructor told
  me I was failing the class on April 29 , 2025 . But never mention anything about me failing in the previous weeks everything was a learning experience he stated and encouraged me to keep going with the course. My expectations were that I complete the course first which ends on May 15 , 2025 then go and take the official test . Well the instructor schedule the official test on May 6 , 2025 two weeks before the class ends. Instructor informed me that I could not test because I could not shift the truck which is a 13 speed manual transmission he was teaching student to float the gears this technique is use for experienced drivers . I beg the instructor for more practice time and driving time and asked for another official test out date he refused to give me either and I had two weeks left in the course . He sent me home with a handmade box with a plunger and told me to practice on that . I felt treated unfairly because I’m paying for my tuition and not receiving any driving time . I’m not getting what I’m paying for and did not gain the necessary skills to pass the class . The instructor could not provide an automatic truck for students who struggled with shifting a manual transmission I am requesting my full refund and I was denied through the school.

  Business Response

  Date: 05/21/2025

  Response to Complaint *********

  
  Cloud County Community College (CCCC) promptly responded to
  all complaints raised by the student through its policies and procedures. The
  student was provided guidance by staff at CCCC’s Geary Campus for their options
  on how to file a complaint. The student choose to file their original complaint
  through CCCC’s General Complaint policy (E18), rather than its Academic Due
  Process policy (D19). Upon receipt of the student’s E18 complaint, CCCC’s Vice
  President for Academic Affairs (VPAA) sent an email on April 29, 2025
  acknowledging receipt of the complaint and that it would take some time to investigate
  the matter fully.
  The student’s original complaint was a request for additional
  time in the course and, should the college not agree to that, a refund for the
  course. Based on information the VPAA received from the instructor in the course,
  and due to the nature of the course itself (Commercial Driver’s License—CDL)
  and the inherent safety protocols tied to students in those courses, the VPAA
  sent an email on April 30, 2025 informing the student that the request for
  additional time and/or a refund were both denied.

  
  Shortly after that email was sent, the student called into the
  VPAA’s office and spoke to him on the phone. The VPAA answered additional
  questions that the student had and provided answers as best as he was able to.
  For answers that he was unable to provide (specifically those related
  requirements of the CDL course and testing), the VPAA said that the student
  would need to communicate with the instructor to have those answered since the
  instructor was the expert in the content and testing requirements. The VPAA
  also provided the student with additional options to help resolve the issue,
  including filing a complaint through the Academic Due Process policy (D19). During
  the phone call, when the student asked about the refund, the VPAA explained that
  a student’s payment for a course at a higher education institution did not
  guarantee the student’s successful completion of the course, and it was up to the
  student to do the required work, learn from their instructor when feedback is
  given, and practice the skills necessary to succeed. Near the end of this
  conversation, the student stated that they were within their rights to take
  legal action. At that point, the VPAA paused the conversation and let the
  student know that if threats of legal action are made, CCCC staff are required
  to stop the conversation and refer the individual to the college’s attorney. The
  student replied that they never threatened legal action, just that they were
  within their rights to take it. The VPAA clarified and said that, while the
  student might not have directly threatened, he wanted to make sure they
  understood and that maybe it was best for them to continue the conversation
  with the college attorney. Before the VPAA could finish clarifying, the student
  ended the phone call.

  
  After the phone call, the VPAA sent a follow-up email to the
  student reiterating their options for proceeding with an Academic Due Process
  complaint, in which the student could challenge that the instructor was not
  following what was laid out in the syllabus or what had been communicated to
  students throughout the course.  

  
  On May 2, 2025, the student submitted the first form
  required for a D19 Academic Due Process complaint. D19 attempts to have the
  student resolve the matter at the lowest level with the instructor. The
  instructor responded on May 12, 2025 and acknowledged that he was delayed due
  to health issues. The instructor’s response indicated the student’s “consistent
  difficulty in retaining essential instructions” as well as a “disregard for
  critical safety standards and instructor directives.” As a result of his safety
  concerns, the instructor did not feel that he could agree to the student’s
  request for additional time, and a request for a refund is not in his capacity
  to make a decision on.
  The student then proceeded to the next step in CCCC’s D19
  procedures. As CCCC is currently without a Dean of Math, Science, and Technical
  Programs, the second form was submitted to the VPAA. Per the procedure, the
  VPAA assigned a designee to handle Step 2, in this instance, the Dean of
  Humanities, Social Sciences, and Business. The Dean reviewed Form B and
  according to the procedure, scheduled a time to meet with the student to
  discuss the matter. The student met via Zoom with the Dean on May 16, 2025.
  After meeting with the student and reviewing the evidence provided by the student
  and instructor, the Dean provided his letter to the student and instructor (per
  the procedures) indicating that he was also denying the request. The Dean’s
  letter reminded the student that they could continue to Step 3. Approximately
  10 minutes after the Dean emailed his letter to the student, the student sent
  an email reply that said, ***** ********

  
  As of the date and time of submitting this response to the
  BBB complaint, the student has not provided any additional follow-up indicating
  their intention to continue following CCCC’s D19 procedures with Step 3. CCCC
  has provided support throughout this entire process to the student, including
  the instructor offering ways for them to learn the material in a safe
  environment before returning to being behind the wheel, as well as helping the
  student navigate the college’s processes for seeking to remedy the perceived
  complaint against the institution. CCCC followed its processes throughout and
  even helped the student try to find other possible solutions.