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:02/14/2025

  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 am writing to express my extreme dissatisfaction with the continued lack of response to my inquiries regarding the continued misprinting and mishandling of my Master's diploma. I have sent multiple emails on January 31st, February 2nd, 3rd, 5th, and 7th, none of which have been acknowledged or addressed. For your convenience, I have attached a PDF copy of the content of my February 7th email which is also included below. As you can see, I have provided detailed information and asked specific questions that require attention. Despite my multiple attempts to contact customer service through your web portal, I have received no response, nor has any effort been made to address my concerns. This lack of communication and action is unacceptable. Frankly, I am embarrassed for your company that I received the automated response at 4:34 PM today (February 11, 2025). It suggests a lack of genuine customer service and reinforces my dissatisfaction. I expect a prompt email response and a concrete plan of action to address my concerns within two business days. Failure to do so will leave me no choice but to consider alternative solutions.

  Business Response

  Date: 03/04/2025

  We are in receipt of the letter dated 2/24/25, wherein we were given 7 days to provide a response.  However, we did not receive the letter until yesterday, 3/3/25.  We are requesting a two-week extension of time to investigate and respond to this complaint.  Please let me know at your earliest convenience if the extension is granted.  My email is *************@instructure.com.  Thank you!

  Business Response

  Date: 03/06/2025

  Our Director of Member Support followed up with the learner via one of their support cases on February 15, 2025. The learner has since replied notating his refund was received and that the matter has been resolved to his satisfaction.
  

  Customer Answer

  Date: 03/07/2025

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

  My suggestion is that they respond to emails within 48 hours, even if they need more time to research. Emails sent to specific individuals at Instructure were never responded to, which creates a trust issue for the consumer.  This triggered the need to file a complaint. Instructure: Do Better.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:11/11/2024

  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’m contacting your company to talk you how much of a nightmare it has been this semester dealing with your customer service/support reps! As a student in an online masters program at FIU, it is imperative that support be accurate, prompt, respectful and knowledgeable! I have spent the last 2 months struggling to get proper support with the lock down browser feature on your platform! My professor and I both have created tickets, calls, waited on hold, spoke with different reps and’s sent emails ! I’ve went from switch to several devices to browsing another device (ipad) from my school department team. This situation has placed me in an uncomfortable position with my school and professor! This has also caused my grades to drop due to not being to access course materials that depend on the lock down browser! Customer support has failed to find resolutions, hung up on me, transferred me blindly or cold within the chat, left me on hold without refreshing the call or just down right could not assist me in correcting this matter! You have hired some unprofessional and incompetent staff. One young man sounded as if he was rolling out of bed and didn’t want to be bothered! I’m very sure this contract with FIU is a very lucrative one as the school is extremely large and one of the best colleges in Miami. You should take service more seriously! Your platform has created such a bad taste in my mouth as it relates to technology! I would never recommend your services to anyone. The turmoil I’ve been through this semester couldn’t have easily been avoided with the proper help and follow up! I had to take the time to find any contact email to express my disgust with this organization! Horrible! And I’m going to also let my school know about my experience as well.

  Business Response

  Date: 12/13/2024

  After conducting a search into this student's account, we have found no communication between Canvas support and the student or their teacher, but did locate a conversation between the student and teacher which included reference to a case open with the FIU Canvashelp users. However, this appears to be their internal Canvas helpdesk at the University. Otherwise, we see no reference to the student or teacher making contact with Canvas Support directly.

  
  

  During the same time frame, the University help desk did not contact our support team about this reported issue, and we could not locate any such complaints of the student reaching out to their help desk.

• Initial Complaint

  Date:03/20/2024

  Type:Delivery 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.

  On 03/19/2024 I visited the website of Empire State University to order an official transcript of my academic study there, and a replacement Diploma. They transferred me to the website of parchment.com (owned by Instructure) which now, apparently, provides this service for the University. I ordered, and paid for, a copy of my Diploma to be sent to my home, and a paper copy of my OFFICIAL transcript. "USPS" was pre-selected as the method of delivery in both cases. Every Official Transcript I have ever ordered or seen is printed on special paper, generally includes an embossed seal, and is signed by an official of the university. A minute later, I received a couple of emails announcing that they had sent me a pdf file and that my order was complete, and that I had (I believe) 30 days to download it before it was gone. I thought, "oh, they must send an electronic version in addition to the paper copy I ordered (that will be sent through USPS). But no, it appears it is a "bait and switch" operation, and the "digital" copy is all they send. This is quite a scam. If you are a computer science major, maybe you can verity that such a digital copy has some authenticity, but you can't include such proof in a physical file folder, a portfolio, or hand it to a prospective employer. Their server produces this "copy" in 1 second for a hundredth of a penny worth of electricity, and they collect $10.00, which is what producing an authentic, high-security, paper copy would cost. An incredible rip-off! I ordered and need an Official paper copy. Printing out this pdf file produces a black and white image on copier paper that I could have produced myself on my laptop with very little effort and is worthless for my purposes. It is not what I ordered and it is of no use to me. When I sent an email to the company to complain of this, I received a response saying that they cannot "change" the delivery method and to place (and pay for) a second order. Unbelievable!!!

• Initial Complaint

  Date:11/09/2023

  Type:Sales and Advertising 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.

  In May 2023, I contact Instructure, Inc. in regards to possibly receive online platform services pending my private schools state approval. I stated that our inquiry was merely informational and would not be binding unless the school had the State's approval. I then began to receive bills, to which I respectfully responded and informed them we would and cannot receive services until we are cleared to operate as a private school in our state. Unfortunately, we never got our clearance, yet even after several attempts to email and call the company, they insist on collecting for services that we not rendered. Now, a collections firm has been harassing me and sent someone to my house without any notification and taped a note to my door. This is outrageous and unethical. I'm filing an official complaint with my State's AG Office and the Federally as well. These guys are a scam and I hope everyone realizes what they are doing to me.

• Initial Complaint

  Date:06/06/2022

  Type:Customer Service 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 would like to be contacted by one of their managers about the poor customer experience I had this past weekend with your Canvas support staff. Case ********. The agent was ineffective in solving the problem despite the information given and should have known to try other troubleshooting ideas (e.g., access denied messages and other students reporting similar problems, yet the trouble shooting was focused on my device/browser instead of how the instructor messed up the course). Ultimately, the root cause was discovered and a solution proposed, but not until after the call dropped and I requested the case to be reopened via email. I called back in to complain about my experience and the agent who was only focused on the fact the videos worked for him (yes, if one clicked on the embedded videos instead of the file links they did work but he was so obsessed with the videos he didn't seem to want to hear of the other links with error messages) and was advised to email my complaint (because they could not log one over the phone) only to receive a response that my complaint was being refused by Infrastructure. "This is canvas support reaching out due to your most recent email, this support line does not take any personal complaints unless its an emergency for the school, and our agent handled this appropriately from investigating this matter, I will be closing this case since this was an external problem and apologize for any inconvenience this may have caused you personally, take care and thank you for contacting canvas support." Clearly, there are company culture and probably training issues at Infrastructure that need to be addressed.