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:11/30/2022

  Type:Sales and Advertising 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.

  Student ID and name : ****** Victoria ****** I experienced a crisis and requested a withdrawal from a course and the school denied me withdrawal. The course start date was 10/17/22 and I requested a withdrawal on 11/26/22 under the late withdrawal crisis form. I also asked if it because it was a crisis if I could have a percentage of the course fee back and was denied. This is not how a respectable company should do business. They emailed me back "you will take the grade you earn and you are not withdrawn " meaning they not only are cheating me out of money but also messing up my GPA as it's obvious the class will be failed .

  Business Response

  Date: 12/12/2022

  Contact Name and Title: Denise *****, Registrar
  Contact Phone: ************
  Contact Email: **********************
  The student requested a withdrawal from an 8 week long course on week 6 of the course through our Late Drop/Withdrawal Request (LDWR) process. See catalog policy: ********************************************************************** 
  November 11, week 4, was the last day to withdraw based on catalog guidelines. The LDWR committee evaluates when exceptions should be made for medical or crisis situations. This student's situation was not deemed a crisis.
  The student stated she was unable to be successful in the course due to "experiencing a high amount of stress and anxiety and was laid off from my job which also effected my performance." She included a letter of her layoff which was dated October 3. October 3 was two weeks prior to the course starting. The committee determined since she had been laid off prior to the course starting she hadn't had a change of circumstances during the term. The committee also considered that her request for a withdraw came once the course was 3/4 complete and she knew she wasn't going to pass the course. For those reasons her request to withdraw was denied.
  

  Customer Answer

  Date: 12/12/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  The job loss should have been dated as a " crisis" since it was a layoff from COVID 19 patient census. They frequently reject us stating we can't have a crisis because of "XYZ" they have no interest in the benefit of students or in our crisis'. I have successfully completed and paid out of pocket for multiple Doane classes. If what they are saying is true then I would have stated I had a crisis and scammed them of their money then right? I didn't because my crisis was now. It was late in the course because it is an expedited course (8 weeks)
  According to the Doane website description mental distress and job loss actually does constitute as a "crisis"

  Business Response

  Date: 01/05/2023

  Per the catalog policy regarding Crisis Withdrawals "...The following are not considered crisis circumstances: Crisis condition known to the student at the time of enrollment..." Since the student knew she was unemployed as of October 3, and continued in the course that started two weeks later, it was no longer deemed a crisis. If the students job loss had been in the middle of the course that would be deemed a crisis.

  Customer Answer

  Date: 01/06/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  The "crisis " policy is very unclear and despite obstacles I attempted to complete the course but was affected by depression which in my opinion was the crisis . The policy didn't determine under line crisis' . They should have been understanding and refunded me the class especially since I had completed three previous classes prior with no academic issues.

  Business Response

  Date: 01/10/2023

  It would appear the students complaint has changed from a Crisis Withdrawal due to job loss, to a Medical Withdrawal due to depression. The students could resubmit the LDWR form requesting a Medical Withdrawal and submit Medical Documentation from a counselor to back it up. Then the committee would re-evaluate.

  Customer Answer

  Date: 01/11/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  It was clearly stated in my application that I withdrew from depression CAUSED by job loss . * ***** **** ******* ** ****** **** ****** *** **** ** * ********** **** ******* ************* ****** *** * ******* ****** ***** ***** **** ******* How am I suppose to prove I have depression ? I take antidepressants do you want to see my ******* prescription? A doctors note ? Mental health should be taken more seriously and at the least you could have the decency to place a W on my class grade. I will not withdrawn and resubmit because it was clearly stated in my original complaint.