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:12/24/2024

  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.

  This is the second time I have had to go this route as Maryville beyond collecting money and getting you to submit an application is a black hole when it comes to correspondence and any sort of response. I initially dropped their program well over a year ago as it was clearly unprofessional how the "professors" were handing their classes. I initially tried to deal with the fact that the professor moved a week one test/quiz forward by two days without informing anyone as in there was no email, no notification no post to the "board" no nothing, it was just seen when you went to the assignment page. Now after fiddling with their online test rigamarole I eventually managed to get it settled but I had already submitted an email to the registrations, my "advisor" and the person whom had contacted me repeatedly to sign up in the first place wanting to withdraw as I was not impressed with this state of affairs. I was told by some random person I managed to get on the phone the next day (between day 3 and day 4 of the semester) that this would be "taken care of" the following Monday my access was indeed shut off as I checked to make sure. Next month I receive a bill for $3,139 dollars they stated I had outstanding and showed me still enrolled...I contacted them "Oh, this was clearly an oversight" etc. Pointed fingers but didn't actually acknowledge I had even demanded to withdraw weeks prior after forwarding the emails, and screenshots of the text message and call log to registration. After I filed a BBB complaint it was "addressed." Cut to three months later...here's your bill we're still saying you withdrew weeks later than you did and weeks after we shut off access. I have sent them the same information in writing twice, I have phoned the school at least half a dozen times I have emailed the same information I've lost count I was again told it would be "taken care of" in August. It was, they handed it over to collections. Disingenuous at best, theft at worst

  Business Response

  Date: 01/27/2025

  Thank you for bringing this to our attention.  We value our students and maintain the highest level of integrity which includes debt collection. 

  After further research and investigation of this matter, the decision has been made to eliminate the charges and have the collection agency remove all records referencing the collection effort. Please note that it can take up to 60 days from when we notify the collection agency to remove the account to when the credit bureaus update the credit report.  We have notified the student of this update to their account.  We apologize for the inconvenience.

• Initial Complaint

  Date:01/11/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 at Maryville University. I ordered 2 **************************** on November 1, 2023 totaling $2,221.99. Both computers were damaged upon receipt. I have contacted Maryville University 3 times to attempt an exchange for new laptops due to the damage with no outcome. I then contacted the carrier **** and they were also not willing to help. *** told me to contact Maryville. I'm looking for a replacement can you please assist?

• Initial Complaint

  Date:08/15/2023

  Type:Product 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.

  Maryville University has sent me to collection for $1500 for a class I dropped prior to the start of class due to being ill with Covid.
  On 7/4/2022 I emailed the Solution Squad at Maryville University to drop a class I was registered for because I had contracted Covid 19 and was barely able to function. This date was before the quarter started, but was within a day or two of the class start date. I would have started off a week behind had I attempted to stay in the class with trying to catch up after recovering from Covid. I knew I didn't want to play catch up, which was why I canceled.
  Being sick and sleeping most of my days between 7/3 - 7/9, I didn't think about school again. I had let them know that I was sick and unable to continue. I didn't check my school email again for awhile, but when I did, I had a lot of "missing assignment" emails. I emailed that instructor and let him know I had dropped the class before the start of the quarter. Which should have been obvious since I had never attended a single class or turned in a single assignment.
  I thought that was the end of things until I went to apply for the following quarter and found that I was on academic probation. I replied to that email and again stated that I was sick with Covid and had dropped the class. No response. I get weekly calls, texts and email reminding me to register for the next semester, but never anything saying that I owe $1500 for the class I canceled. Until my credit report showed a collection in that amount from the school.
  I was very sick, I dropped the class. I clearly wasn't there and have the email documentation that shows I dropped it prior to the start date. There is no way I should have to pay this, it's ridiculous!

  Business Response

  Date: 08/29/2023

  August 25, 2023
  

  Dear Dispute Resolution Department,
  

  Maryville University received a copy
  of complaint ID ******** and
  reviewed *** ******** account balance and communication history.  While the University agrees that *** ****** did email her request to withdraw from her course on 7/4/2022, this was beyond
  the drop period for the course that started on 6/27/2022.
  

  Given Ms.
  Kroese’s extenuating circumstances due to her medical concerns, Maryville
  University has decided to remove the $1500 balance on *** ******** account and
  will remove her account from collections. 
  We sincerely hope this will help ease some of the burden *** ****** has
  experienced in her academic pursuits thus far. 
  

  If you
  need further assistance with this matter, please feel free to contact us at
  ***** *********
  
  **********

  ******* ************** *****
  Assistant
  Vice President of Operational Strategy, Service, & Standards
  Maryville
  University—St. Louis

  Customer Answer

  Date: 08/29/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20475116, and find that this resolution is satisfactory to me.
  
  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:07/10/2023

  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 enrolled in Maryville. The assignments were to read approximately 70+ hours of various articles from journals. Very few assignments included education which could be used in a clinic setting. Further, three times I requested assistance to obtain paperwork to submit my chosen preceptor, all three times I was given the same link which did not help. A student cannot proceed into the next course without a preceptor. Thus, I discuss with staff my need to withdraw from the course based on their failure to assist or provide documents. She responded, "ok, have a good day". It would have been appropriate to educate me at that time concerning the student loan policy.
  I attempted to speak with Maryville staff about my concerns, they only responded "you cannot prove you asked for help".
  I was billed >$3687.00
  I would like this charge to be discontinued due to failure to provide education (service that was purchased) and failure to provide paperwork necessary to successfully complete the program.

  Business Response

  Date: 07/23/2023

  RE: Dispute Response—***** ********
  ********
  
  Maryville University reviewed Ms.
  ********’s complaint regarding her balance and institutional charges as
  outlined in complaint ********.  Ms. ******** was charged $5,578 for tuition
  and fees for Spring 2023.  Ms. ********
  borrowed a federal student loan in the amount of $10,142 to cover her charges
  and received a refund of $4,564.  When
  Ms. ******** withdrew from her courses, she became ineligible for the full
  amount of her federal funds and Maryville University was required by Title IV
  regulations to return $3,687 to her lender. 
  This resulted in a balance of $3,687 owed to Maryville University. 

  
  While the
  University holds that Ms. ********’s charges were in alignment with the
  institutional refund policy, the University offers an appeal process for students
  to request an exception to institutional policy.  If Ms. ******** believes she had extenuating
  circumstances that impacted her withdrawal from her courses and resulting charges,
  the University encourages Ms. ******** to submit a petition for an appeal. 

  
  For
  convenience, a copy of the Petition Form will be sent to the personal email
  address Ms. ******** has on file with the University.  Once received, Ms. ******** should provide the
  necessary information to complete the form and an explanation as to why she
  believes the charges should be removed.  Once
  complete, Ms. ******** will need to submit the form to the University for the
  Petitions Committee to review.  If Ms.
  ******** has any questions regarding the process, she can email ***************** for more information.

• Initial Complaint

  Date:02/11/2023

  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.

  In December of 2022 I was looking into a PMHNP program that I could transfer some credits from another school. Over the ensuing 3-4 weeks or so I received upwards of 5 calls a day. I was told that I would be able to transfer my credits so long as I mailed a transcript (among the other paperwork). As a result of this I agreed to attend. This resulted in the school giving me two different accounts under two different email addresses with which to submit the "Intent to Enroll" form. After numerous calls to the "help" desk, the admissions advisor and a few others I solved the problem myself and was able to submit. I was already signed up for two courses at this point which I did not sign up for of my own volition. One of these would have been covered by the aforementioned transfer credits. I enquired about this and was told that the credits were too old to be transferred and the third they would need a syllabus in order to determine whether they could accept it. I was persuaded to drop the one course but retain the second while this was "resolved." This week as an exam approached I spoke with "tech support" as the proctored exam listed itself as submitted after my driver's license didn't work as identification (my Global Entry card didn't work either, my work ID didn't register at all). I could not take the exam as it was already "submitted." I was bounced around between the help desk, the "proctorio" help desk and eventually the after hours live help from Wednesday to Friday. The exam people kept pointing to the school, the school pointed to the exam people and the help desk said that the "help" desk I phoned (the number on their dashboard) wasn't who I needed to talk to and encouraged me to just ask the instructor to fix it...after 50ish hours of jerking me around. So, get people to register then point fingers at admissions for "missing a step" then provide lousy service until you're several thousand dollars in seems to be the way things work.

  Business Response

  Date: 02/17/2023

  February 17, 2023
  Dear Dispute Resolution Department,
  

  Maryville University received a copy
  of complaint ID ******** and contacted
  the student directly to request more details.  We will be researching Mr. *******’s case to
  identify any areas of opportunity and will use those results to improve the
  service experience for all students.
  

  If you
  need further assistance with this matter, please feel free to contact us at
  ***** ********.
  Sincerely,
  
  ******* ************** *****
  Assistant
  Vice President of Operational Strategy, Service, & Standards
  Maryville
  University—St. Louis