Complaints

This profile includes complaints for American Public University System's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  American Public University System

  303 W 3rd Ave Ranson, WV 25438-1000

• 

  American Public University System

  10110 Battleview Pkwy Ste 114 Manassas, VA 20109-2380

• 

  American Public University System

  10110 Battleview Pkwy Ste 200 Manassas, VA 20109-2375

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:08/15/2023

  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.

  July 31, 2023 ****** withdrew from a course at APUS and was awarded a penalty free withdrawal because the instructor refused to correct a quiz of ******'s. APUS owes ****** $1296.00 for a course refund before the new semester begins. This school is having major ethical issues and mishandles student money.

  Business Response

  Date: 08/23/2023

  Thank you for the opportunity to respond to ******'s complaint. A university representative will be in touch with ****** to further discuss the concerns outlined in this complaint.

  In accordance with the Family Educational Rights and Privacy Act (FERPA), APUS cannot share non-directory information with third party entities unless the student provides written authorization and completes the University's required release forms. We do not have a signed release form at this time; however, we encourage ****** to share the outcome of this complaint with the BBB should they so choose.

  Thank you again for the opportunity to attend to this matter.

  Business Response

  Date: 09/05/2023

  Hello, 

  Thank you for following up on our response to this student's complaint. With certain exceptions, the Family Educational Rights and Privacy Act (FERPA) requires Universities to receive written consent from the student prior to disclosing personally identifiable information from a student's education records. APUS requires students to request and complete a FERPA release form authorizing the release of information. Since this student has not completed a FERPA release form, we will communicate directly with the student to resolve their concerns. The student may, at their discretion, forward a copy of our correspondence to the Better Business Bureau. Additional information regarding FERPA and related university policy is located in the APUS Student Handbook -   ******************************************************************************************************************************************************************************************************(ferpa).

  Thank you again. 

  Business Response

  Date: 09/21/2023

  Thank you for following up on our response to this student's complaint. With certain exceptions, the Family Educational Rights and Privacy Act (FERPA) requires Universities to receive written consent from the student prior to disclosing personally identifiable information from a student's education records. APUS requires students to request and complete a FERPA release form authorizing the release of information. Since this student has not completed a FERPA release form, we will communicate directly with the student to resolve their concerns. The student may, at their discretion, forward a copy of our correspondence to the Better Business Bureau. Additional information regarding FERPA and related university policy is located in the APUS Student Handbook -   ******************************************************************************************************************************************************************************************************(ferpa).
  
  Thank you again. 

• Initial Complaint

  Date:06/28/2023

  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.

  On 6/21/2023 *********************** dropped a course at APUS that was paid for by credit card, in the amount of $1296.25. It has been 7 days and no refund to my credit card. There is no written policy stated regarding credit card refunds and the standard is 7-10 days. Need help getting a refund because this schools' admin is terrible and it is difficult getting them to correct any issues in their department.

  Business Response

  Date: 07/05/2023

  Thank you for the opportunity to respond to *************; complaint. A university representative will be in touch with ****** to further discuss the concerns outlined in this complaint.

  In accordance with the Family Rights and Privacy Act (FERPA), APUS cannot share non-directory information with third party entities unless the student provides written authorization and completes the University's required release forms. We do not have a signed release form at this time; however, we encourage ****** to share the outcome of this complaint with the BBB should they so choose.

  Thank you again for the opportunity to attend to this matter. 

  Customer Answer

  Date: 07/07/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  Regards,
  
  **********************************
  

• Initial Complaint

  Date:06/28/2023

  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.

  I graduated from AMU in December 2018. Somehow, due to an error on their end, I had a balance of 2300.00 due in 2019. I called in 2022 to enroll in classes and do a payment plan. I was advised that this balance was not due and I was cleared to attend classes. I have checked my Account every month over the past year while attending classes and I have a zero balance. I submitted my graduation application in May, paid the fee, and continuously called to make sure everything was okay. I find out today that I am not financially cleared due to that old balance. This is completely unfair.

  Business Response

  Date: 07/05/2023

  Thank you for the opportunity to respond to ********************************* complaint. A university representative will be in touch with ******** to further discuss the concerns outlined in this complaint.

  In accordance with the Family Rights and Privacy Act (FERPA), APUS cannot share non-directory information with third party entities unless the student provides written authorization and completes the University's required release forms. We do not have a signed release form at this time; however, we encourage Domenica to share the outcome of this complaint with the BBB should they so choose.

  Thank you again for the opportunity to attend to this matter. 

• Initial Complaint

  Date:05/21/2023

  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 registered for my courses on April 12, 2023. An accurate financial aid package is crucial for me to be able to attend/afford college. All financial aid must be processed by the 1st of every month due to the school's monthly rolling admissions. It is now May 20th, 2023, and usually my financial aid is processed and my tuition paid by this time of the month. Rather, my financial aid award letter is incorrect and does not match the U.S. Dept of Education  award letter, my tuition has not been paid for because of their incorrect processing, and the school keeps making excuses for their mistakes and lack of cooperation.

  Business Response

  Date: 05/24/2023

  Thank you for the opportunity to reply to this complaint. A university representative will be in touch with the complainant to further discuss their concerns.

  In accordance with the Federal Education Rights and Privacy Act (FERPA), APUS cannot share non-directory information with third party entities unless the student provides written authorization and completes the necessary release forms. We do not have a signed release form at this time, however, we encourage the student to share outcomes with the BBB should they so choose. 

  Thank you again for the opportunity to attend to this matter.

• Initial Complaint

  Date:05/02/2023

  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.

  April 12, 2023 ************************************ filed a change of FSA academic year with the Financial Aid office at the school; thus, her Confirmed Financial Aid Award package needed to be updated to reflect the change in FSA academic year. Without this FSA update the class ****** signed up for, will be put on hold and she will be locked out of her online course until the updated Fin. Aid package is confirmed. It is now May 2,2023 and the school email, dated April 12, says to allow 3-5 business days for processing. ******'s class began Monday, May 1, 2023, and it has been much longer than 3-5 business days, the school is jeopardizing ******'s academic plan schedule and financial support for school by not following the schools' own policy and procedures. 

  Business Response

  Date: 05/24/2023

  Thank you for the opportunity to reply to this complaint. A university representative will be in touch with the complainant to further discuss their concerns. 

  In accordance with the Federal Education Rights and Privacy Act (FERPA), APUS cannot share non-directory information with third party entities unless the  student provides written authorization and completes the necessary release forms. We do not have a signed release form at this time, however, we encourage the student to share outcomes with the BBB should they so choose. 

  Thank you again for the opportunity to attend to this matter. 

• Initial Complaint

  Date:12/14/2022

  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 filed complaints with the school over poor conduct of a teacher nothing has been done it is suggested that not until the end of class after he fails me can they act. I would then been charge and I am being subjected to cruelty after reporting it and their policy is unethical about not responding quickly to complaints. They have poor customer service skills and abilities to handle and resolve conflict it is the worse school I have ever attended. I think it's sad they have no policy in place to remedied issues better that waiting until the entire class is over I think this poor conduct. My education is a type of product I pay for and I pay for a quality education.

  Business Response

  Date: 01/11/2023

  Thank you for the opportunity to respond to **. *********'s complaint. A university representative will be in touch with **. ******** to discuss the concerns outlined in this complaint. 

  In accordance with the Federal Educational Rights and Privacy Act (FERPA), APUS cannot share non-directory information with third-party entities unless the student provides written authorization and completes the necessary release forms. We do not have a signed release at this time, however, we encourage **. ******** to share outcomes with the BBB should they so choose.

  Thank you again for the opportunity to attend to this matter. 

• Initial Complaint

  Date:10/07/2022

  Type:Billing 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 am receiving VA Chap ** benefits that cover 100% of tuition. I also have recieved FASA loans and grants to cover living expenses. The VA has a very detailed process when approving a vet for educ payments. This has its own program and invoice with a promissory guarantee to pay for the vets classes. The issue i have is APU against agreement with the government when set up as a qualified school to accept educ payments on behalf of a Vet , Has a double standard in practice. I would not be allowed to attend classes without the invoice approval and guarantee to recieve payment for my classes however, I have opted to recieve FASA funding. The disbursement toy account from FASA is being applied to current charges that has already been approved for payment thru the VA. I will not be refunded this amount until payments are physically recieved from the VA.This is not ethical because a student identical to myself that may not request FASA funds is allowed to continue thru classes and not being required to make a payment until the VA submits payment on behalf of the vet. I do noy understand how your policy allows you to take money from me until you recieve.payment(Already guaranteed) from the VA, and at the same time, a student who dose not have available funds for you to take upfront payment. THIS IS A COMPLETE Penalty AND additional process simply based on me having funds! I have these funds on my credit report. The VA has the terms when a school agrees to the terms when accepting Federal money for Veterans educ benefit payments there are to be NO holds on a students account. THE Guarantee of payment is legal and binding. i have over $6000.00 in anticipated funding and i recieved $282.00 9-15-22. The VA approved payment on 9-15-22 and have zero outstanding invoices for me and APU has no record of payment. This is holding the release of my FASA funds you are holding. Please refund my FASA disbursement and place a waver on my acct for future issue

  Business Response

  Date: 10/31/2022

  Thank you for the opportunity to respond to ******************** complaint. A university representative will be in touch with **************** to further discuss the concerns outlined in this complaint. 

  In accordance with the Federal Educational Rights and Privacy Act (FERPA), APUS cannot share non-directory information with third party entities unless the student provides written authorization and completes the necessary release forms. We do not have a signed release form at this time, however, we encourage **************** to share outcomes with the BBB should they so choose. 

  Thank you again for the opportunity to attend to this matter. 

  Business Response

  Date: 11/02/2022

  Thank you for the opportunity to provide additional clarification. Per University policy, students may email ********@apus.edu to request the ***** Release Authorization Form; the form can only be released to the student, not the third party.

   

   

   

• Initial Complaint

  Date:07/19/2022

  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 taken classes at AMU for many years now working towards a BS in IT, however being in the military makes it difficult to stay in class continuously. I have to travel, deploy and take classes when and where I can. Finally, after accumulating enough classes to apply towards an Associates degree in order to complete a degree for personal and professional reasons, I request to transfer my degree program. This happened around Jan 2022, the student portal showed I had finally completed a degree and it would confer on 1 April 2022. Well it was indeed April Fools day for me, when the time came for the degree to confer the school notified me that I didn't have a GPA and I didn't qualify for a degree. I was definitely surprised as this was not explained to me or identified earlier. I contacted the school, who proceeded to tell me that if I transfer credits from one program to another my GPA does not transfer, effectively nullifying those classes. Certainly they will grant you the credits but now you have to take more classes with them in order to graduate, a complete scam. I would not recommend to anyone ever again, especially with the callous way they treat people who work hard while protecting this country so they can make money off our backs.

  Business Response

  Date: 08/02/2022

  Thank you for the opportunity to respond to *******'s complaint. A university representative will be in touch with ****** to further discuss the concerns outlined in this complaint. 

  In accordance with the Family Rights and Privacy Act (FERPA), APUS cannot share non-directory information with third party entities unless the student provides written authorization and completes the University's required release forms. We do not have a signed release form at this time, however, we encourage ****** to share the outcome of this complaint with the BBB should they like. 

  Thank you again for the opportunity to attend to this matter.