Complaints

• Initial Complaint

  01/12/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was lied to and paid more to this joke of a school. I paid double for an extern that I got to be the one that was assigned what the others didn't want. I never entered an insurance card or helped a customer. I want my extern refunded and I won't stop. This is fraud and not ok. I told the school and they don't care. I paid for something I didn't receive. I want my money back.

  Business response

  01/17/2025

  January 17,2025
  
  Customer Relations Representative 
  *******************************;
  *************************;
  ******************************************************************************* 
  
   Via Email
  
  RE: ********* *****
  Complaint # ********
  
   Dear ***********
  
  Thank you for your email regarding ********* *****. Per your correspondence, Ms. ***** stated that she paid double for her externship course. Additionally, during her externship course, Ms. ***** stated she did not enter an insurance card or help a customer. Ms. ***** is requesting her externship course fees be refunded.
  
  Background:
  Ms. ***** started the Pharmacy Technology program on June *******, and graduated on July 16, 2024.
  
  Findings:
  A full review of Ms. ****** account was conducted. Based on the review of the student ledger (Exhibit 1 ***** Student Ledger), it was confirmed that Ms. ***** was not double charged for her externship course. The Enrollment Agreement (Exhibit 2 ***** Enrollment Agreement) outlines the charges agreed upon during the enrollment process and is consistent with the student ledger.
  
  During the externship experience, students will complete a variety of tasks related to their field of study. The learning objective of the course is to successfully perform entry-level skills in an actual working environment under direct supervision. Based on the evaluation submitted by the site manager, the learning objective of the course was accomplished.
  
  Resolution:
  Based on the review, Carrington College has billed Ms. ***** in accordance with the Enrollment Agreement and has fulfilled its obligation by providing the externship experience as outlined in the course syllabus.
  
  
  Respectfully,
  
  
  ****** ******
  **** of Instruction & Student Success

• Initial Complaint

  12/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I attended Carrington College in ************** during ********* year. At the beginning of my school year the financial aid advisor went over tuition costs and broke down what my financial aid covered. I found out the government financial aid covered all the costs of the program, and that since I was opting out of the iPad they include in tuition that I wouldnt have to pay that cost. I graduated February 2024 without any issues. Now here we are in December of 2024 and Carrington is reaching out to me to pay a past due balance. I have no past due balance. I have all the paperwork stating that my financial aid covered all costs. I feel as if the money they are asking for is therefore a fraudulent charge.

  Business response

  01/08/2025

  January 8,2025
  
  Customer Relations Representative 
  *******************************;
  *************************;
  ******************************************************************************* 
  
   Via Email
  
  RE: ****** ********
  Complaint # ********
  
   Dear ***********
  
  Thank you for your email regarding ****** ********. Per your correspondence, Ms. ******** stated that she received a notice in December of ************************************************* ******** states her financial aid covered all costs.
  
  Background:
  Ms. ******** has completed both the Pharmacy Technology and Medical Assisting programs at Carrington College in *******. Ms. ******** started the Pharmacy Technology program on September 15, 2020, and graduated on July 30, 2021, and started the Medical Assisting program on June 19, 2023, and graduated on March 1, 2024.
  
  Findings:
  A full review of Ms. ********* account was conducted. Based on the review, it was determined that Ms. ******** was eligible for a Pell ***** for the June 19, 2023, term. The Funding Estimate created and provided to Ms. ******** on March 14, 2024, did include the Pell *****; however, it was not awarded or disbursed and was thus not received by the student. Ms. ******** was eligible for $1479 for the June 19, 2023, term and the current balance is $843.
  
  
  Resolution:
  Based on the review, Carrington College will forgive the outstanding balance. Please contact me with any questions.
  
  
  Respectfully,
  
  
  ****** ******
  **** of Instruction & Student Success

• Initial Complaint

  09/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was promised a refund and it has now been a month and have not received it. I received a check for $2.00 when combined with the actual amount should have been close to $40.00. Once again I have reached out to Carrington with no response. I would like my money and a tracking number please.

  Business response

  10/02/2024

  October 2,2024
  
  Customer Relations Representative 
  *******************************;
  *************************;
  ******************************************************************************* 
  
   Via Email
  
  RE: Chance *******
  Complaint # ********
  
   Dear ***********
  
  Thank you for your email regarding Chance *******. Per your correspondence, Mr. ******* stated that he was promised a refund and has received $2.00 when the total refund should be close to $40.00. Mr. ******* is requesting he receive his money with a tracking number.  
  
  Background:
  Mr. ******* started the Massage Therapy program at the ***** campus on October 23, 2023, and graduated on July 2, 2024.
  
  Findings:
  A full review of Mr. ******** account was conducted. Based on the review, it was determined that Mr. ******** stipend was in the review process. Mr. ******** ****** card (Exhibit 1) illustrates the processing of the stipend check on October 1, 2024.
  
  Resolution:
  Based on the review, an additional stipend check was sent to Mr. ******* on October 1, 2024, in the amount of $38.50. Please refer to the following tracking number: 1ZA534F20151885133 for additional information. We apologize for any oversight. Please contact me if you have any questions.
  
  
  Respectfully,
  
  
  ****** ******
  **** of Instruction & Student Success

• Initial Complaint

  08/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been in contact multiple times with the finance department, student affairs, and student accounts without resolution. I signed the Carrington Cares program that allows for 8% of the total tuition or up to $500 to be refunded if tuition is paid in full prior to my graduation date. This was completed. After I was moved to graduate status I was contacted by ******************************* stating she had received a check for me but that because Carrington cut the check, I now owed a balance and would need to deposit the check and repay them and be left with a $2.00 credit. This was a nonsensical request and I told ******* to void the check and to please send me the $2.00 credit and inquired about the Carrington Cares refund. She stated she would follow up on the Carrington Cares and request the check to be cancelled. I followed back up with ******************** and she stated they still had not voided the check and that she doesn't handle the Carrington Cares information. I have reached out to Student Affairs and Student Accounts without resolution,, after being told by ******************** that the department that handles the Carrington Cares, does not speak with students, who are their customer base, I am seeking the refund as agreed in the Carrington Cares document. There were no stipulations that I did not meet to negate my eligibility, nor is there any wording that negates my eligibility based on any family that were formerly employed at the campus. If there is any amount showing owed it is because Carrington College took it upon themselves to issue a check that was not owed to me and I have requested that check be cancelled. I would appreciate the refund as quickly as possible. Thank you, *********************

  Customer response

  08/22/2024

  Emailed student affairs on 8/12 and 8/14 with no response. Local finance department will not respond. They created a balance for some unknown reason and now I cannot receive the money owed back to me in the Carrington CARE10 program that states up to 8% or $500 is refundable if my tuition is paid in full. No response from anyone at the school. Requesting the 8% or up to $500 which based off tuition would be $500 plus the $2.00 credit I had prior to their mistake for a total due of $502.00.

  Business response

  08/29/2024

  August 29,2024
  
  Customer Relations Representative 
  *******************************;
  *************************;
  ****************************************** 
  
   Via Email
  
  RE: *********************
  Complaint # ********
  
   Dear ***********
  
  Thank you for your email regarding *********************. Per your correspondence, ****************** stated that he participated in the Carrington Cares program with Carrington College and was eligible to receive 8% of the total tuition or up to $500 to be refunded if the tuition is paid in full prior to the graduation date. ****************** states he has completed this and has graduated and is seeking a refund as agreed in the Carrington Cares document.
  
  Background:
  ****************** started the Massage Therapy program at the ***** campus on October 23, 2023, and graduated on July 2, 2024.
  
  Findings:
  A full review of Mr. ******** account was conducted. Based on the review, it was determined that ****************** was eligible to receive a credit as an incentive for participation in our Carrington Cares 10 Plan (CC10)payment plan. This equates to a tuition reduction equal to 8% of the amount of the CC10 contract up to $500 and is listed in the Memorandum of Understanding (Exhibit A). This posts after graduation once the student has made all their required payments.  ****************** graduated on 7/2/24 and did meet the requirements of the CC10 plan. ******************** contract was for $481.20 so the amount he is eligible to receive is $38.50 which has been posted to his ledger card as of August 27, 2024. 
  
  Resolution:
  Based on the review, ****************** will receive a stipend check in the amount of $38.50 in accordance with the CC10 plan. Please contact me with any questions.
  
  
  Respectfully,
  
  
  *************************
  **** of Instruction & Student Success

• Initial Complaint

  06/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I went to Carrington from July 2022-October 2023 & did not take out any loans. I made a huge down payment ($18k), setup a payment plan for the rest of the tuition, and paying it off before my graduation date. I signed a contract stating the exact total tuition amount, payments id be making, etc. Then when I finished paying off my full amount of tuition I received an email and physical letter confirming/proving that. Months after graduation (March 2024) I start getting bombarded by letters in the mail with a random balance due of $2073? The letters do not say why Im suddenly being charged or what for, not even an option to dispute this. I feel theyre trying to scam me out of extra money the letters simply say that records indicate I have a balance due but no proof is shown at all. Even if it was a miscalculation (that would have had to gone through multiple ******************* that should not fall on me to pay as I paid the full amount I was made aware of & signed for.This is incredibly shady to charge someone so much money months after graduation for absolutely no reason especially when I havent been able to find work in the field I was told was in need of new techs.

  Business response

  06/21/2024

  June 21, 2024
  
  Customer Relations Representative 
  *******************************;
  *************************;
  ****************************************** 
  
   Via Email
  
  RE: *************************
  Complaint # ********
  
  Dear Sir/Madame,
  
  Thank you for your email regarding *************************. Per your correspondence, **************** stated that at the time of her enrollment, she signed a Financial Plan with Carrington College, reflecting that she would be making cash payments to pay for her cost of attendance in the Surgical Technology program. Additionally, she stated that she had made all payments as outlined in the financial plan and had no outstanding balance with the college at the time of her program completion. **************** alleges that several months after graduation, she received communications from Carrington College stating that she now had an outstanding balance of $2073. However, she has not been provided with any reason for the outstanding balance on her account. As a resolution, she is requesting that the balance be removed from her account.  
  
  Background:
  **************** started the Surgical Technology program at the ************ campus on July 25, 2022, and graduated from the program on October 20,2023.  
  
  Findings:
  A full review of ****************** account was conducted. Based on the review, it was determined that at the time of ****************** enrollment,she elected to utilize both cash and Federal ****************** to pay for her education costs at Carrington College (EXHIBIT A - Financial Plan).To be eligible for Federal Pell Grants, students must complete a Free Application for ***************** Aid (*****) with the Department of Education.As part of the ***** process, students may also be required to submit additional documentation. **************** completed her *****, but she was required to submit additional documentation to be awarded ******************. On November 16, 2023, **************** spoke with a Carrington College Student Finance representative and was advised that additional documentation was required before she could be awarded the ******************. At that time, **************** agreed to provide the required documentation; however, Carrington College did not receive the documentation from ****************. Carrington College continued to reach out to **************** to resolve the issue but was unsuccessful in the attempts. Due to this, **************** was not eligible for the Federal Pell Grant,resulting in an outstanding balance on her account (EXHIBIT B Student Ledger).
  
  Resolution:
  Based on the review, we were not able to substantiate that **************** was only utilizing cash to pay for the cost of attendance at Carrington College. Additionally, we were not able to substantiate that *************** was not aware of the reason for the outstanding balance on her account.However, as a gesture of customer service, ********************** will forgive the outstanding amount of $2,073 owed by ****************. Please contact me with any questions. 
  
  
  Respectfully,
  
  
  
  *************************
  **** of Instruction & Student Success

  Customer response

  06/22/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  Thank you

• Initial Complaint

  06/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This School is trying to make me retake a class I already have already received a passing grade in. I have proof of everything. I want to finish school and this whole situation is making it very difficult. If this is not resolved, I expect full reimbursement to financial aid and the loans that I needed to be able to go to this school, I do not want this to fall back on me like they are trying to do. Carrington forced me to take a LOA due to not having enough clinical sites but put the reasoning as personal reasons this has caused a lot of mental and financial difficulties for me considering I had to leave a full time job to go school. Now Carrington is breaking their end of the initial contract I signed in 2023 and trying to force me to retake a class and postpone my graduation date. Like stated above I have proof of emails, screenshots of conversations and other students and teachers that are on my side.

  Business response

  06/21/2024

  June 21,2024
  
  Customer Relations Representative 
  *******************************;
  *************************;
  ****************************************** 
  
   Via Email
  
  RE: *******************************
  Complaint # ********
  
   Dear *********** ************* you for your email regarding *******************************. Per your correspondence, ********************** stated that when she was supposed to attend her clinical rotation, Carrington College did not have a clinical site for her to attend, and she was forced to take a leave of absence (LOA) from the program. Citing the reason for the leave as a personal reason. Additionally stating that she was informed that she was required to retake a course she had previously passed, resulting in a delay in her graduation date. 
  
  Background:
  ********************** started the Surgical Technology program at the ******* campus on June 21, 2023, and is scheduled to graduate on January 31,2025.
  
  Findings:
  A full review of Ms. ********** account was conducted.Based on the review, it was determined that ********************** was scheduled to take her Clinical Experience I course (STC3), which required a clinical rotation of 225 hours; Carrington College did not have a clinical site available for her to complete the requirements. Due to the nature of the course progression, there was no other course ********************** could attend while a clinical site was secured; ********************** was placed on leave status. ********************** was scheduled to return from the leave status on June 17, 2024, to complete the STC3 course.
  
  It was further determined that the reason for the leave was not due to a personal reason but rather for the lack of a clinical site, and the leave request did not reflect that. Ms. ********** account has been updated to reflect this.
  
  The review also determined that while Carrington was working with ********************** to arrange the leave, she was incorrectly advised that she would be retaking a prior passed course when she returned from leave. ********************* is not required to retake any course she has successfully completed.
  
  The review also determined that Ms. ********** graduation date will be extended to accommodate the completion of the clinical experience course.
  
  Based on the review, the Campus Director at the ************** is working directly with ********************** regarding her concerns. ********************* has agreed to audit a course she has previously completed. The audit will have no financial or academic impact. Ms. ********** STC3 course, which is the clinical experience, is scheduled to start August 19, 2024. Carrington College apologizes for any inaccurate information that was provided that caused confusion during the leave process. 
  
  It is our understanding that ********************** is satisfied with the correct communication and plan to ensure she can complete the required courses for graduation. 
  
  Respectfully,
  
  
  *************************
  **** of Instruction & Student Success

• Initial Complaint

  02/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I attended Carrington College ********** in 2012 to 2014 for a degree of Applied Science - Health Information Technology. During that time I was educated that I would be able to take the test to become a ****. I didn't pursue it at that time due to other personal things in my life. Now years later I now have the opportunity to gain a career path as a ****. However, come to find out the college isn't even accredited for me to be able to take the exam. Why would I be told that my degree would be allowed to expand if that wasn't true. At this point I've been duped into believing this. The only way I can now gain further in my career is by putting myself into further debt by going for a Bachelor degree which is not in good faith by Carrington College. The program I was in is no longer even offered. This degree I have has now limited my ability to gain rightful employment due to me not being able to extend my degree with the **** certification. This is not in good faith by the school and I feel my degree is now trash. I can gain ****** more dollars a year by being able to be a ****. My degree is less valuable that it originally was sold to me. I would like a remedy to this issue.

  Business response

  02/21/2024

  carrington.edu 2024 Carrington College. All rights reserved.
  February 21, 2024
  Customer Relations Representative
  ***************************************************************************************
  ****************************************************
  "Via email"
  RE: ************************* (*******)
  Complaint # ********
  Dear Sir/Madame,
  Thank you for your email regarding *************************. Per your correspondence, ****************** stated that while attending Carrington College, she was informed that she could take a test to become a Registered Healthcare Information Technologist. She completed the program in 2014and is now seeking licensure/certification in the field. However, she cannot obtain licensure as Carrington College does not hold the applicable accreditation.
  

  BACKGROUND:
  ****************** started the online Associate of Health Information program on February 11, 2013. She graduated from the program on April 18, 2014.
  

  FINDINGS:
  Based on the review of Ms. ******** concern, we cannot substantiate that she was advised that she would be able to obtain any third-party licensure or certifications in the field of Healthcare Information Technology. A review of the Academic Catalog at the time of her enrollment showed there is no language surrounding the eligibility of graduates to seek third-party licensure or certification in the field. Additionally, the Academic Catalog reflects that there were no programmatic accreditors for the Associate of Health Information program (Exhibit A- Academic Catalog).
  Given the outcome of the investigation, there is not enough information to substantiate Ms. ******** concerns. ****************** may contact me directly if there are any additional items she would like to review for resolution.
  Please get in touch with me directly with questions.
  Respectfully,
  ***********************
  Manager, Student Affairs
  Attached: Exhibit A

  Customer response

  02/25/2024

  I am rejecting this response because:It is implied when your school offers a specific degree field. A degree in Associate of Science in Health Information Technology. This would include any type of employment obtained as well as any type of credentialing. It is implied that those specific courses were available at the time my degree was obtained. No where was I ever told that I would NOT be able to obtain such credentialing. Therefore, it is considered to be extremely misleading to someone like myself. If I have an Associate Degree in the above field I should be able to obtain RHIT credentialing without having to put myself into further debt.
  

  Business response

  03/04/2024

  If it isn't explicitly stated in our Academic Catalog at the time of your enrollment, it is not part of the program. Any representation, warranties, or statements not expressed in the Academic Catalog are not binding on the college. 

• Initial Complaint

  11/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I attended carrington in march of 2023. It was a great start and I enjoyed it. Within 2 months our instructor quit. She did not say anything to us and just left. Our program director took over our class. Many classed were canceled due to our instructor leaving and during class we learned nothing. our new instructor did not know how to teach anything. i have not learned anything from her. we would just sit and talk while she looked at the computer. she would even ask one of my classmates to grade and post assignments for us because she did not know how. i did not get what i paid for whatsoever and never even got my degree.

  Business response

  12/01/2023

  December 1, 2023
  
  Customer Relations Representative
  **************************************************************************************
  ****************************************************
  
   "Via email"
  
  RE: ***************************;
  Complaint # ********
  
  Dear Sir/Madame,
  
  Thank you for your email regarding *****************************. Per your correspondence, ****************** stated the following areas of concern in her complaint:  
  After her course instructor resigned, classes were canceled, and the new instructor did not teach the class properly.
  The new course instructor did not know how to grade assignments or enter the grades into the gradebook, so students were asked to complete this.  
  
  BACKGROUND:
  ****************** started the Medical Assisting program at the ********* campus on March 28, 2023. She withdrew from the program effective October 29, 2023.
  
  FINDINGS:
  Based on the review of ********************** concern about a change in course instructor, it was determined that after the course instructor withdrew from her position, the Medical Assisting Program Director took over the course instruction for the remainder of ********************** courses. Usually,students will have the same instructor for their courses. However, this is not a requirement, as getting used to different course instructors is similar to getting used to different types of physicians and healthcare providers students will work with within the field. It was also determined that ****************** had demonstrated academic mastery in her program's learning objectives and competencies in all her Medical Assisting courses (Exhibit A-Transcript).Additionally, we could not substantiate that any class was canceled after the change of course instructors.
  
  A review of ********************** concern that the new course instructor asked students to grade assignments and enter the grades into the gradebook was conducted. Based on the review, we could not substantiate that any student was asked to grade assignments or enter student grades into the gradebook. The new instructor was the Medical Assisting Program Director. The Program Director oversees the program and has full knowledge of all assignments, the grading requirements, and how to utilize the gradebook. Additionally, all student assignments are submitted and recorded through our online learning management system, Canvas, which requires a secure,unique log-in. A student would not have access to other students' assignments or gradebook through their unique log-in. 
  
  
  
  
  
  
  Given the outcome of the investigation, there is not enough information to substantiate ********************** concerns. ****************** can apply for reinstatement into the Medical Assisting Program at Carrington College to complete the program and earn her certificate.
  
  ***************** may contact me directly if there are any additional items she would like to review for resolution.
  
  Please contact me directly with questions.
  
  Respectfully,
  
  ***********************
  Manager, Student Affairs
  
  Attached: Exhibit A
  

• Initial Complaint

  11/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Currently enrolled at Carrington college have been mislead since enrollment in regards to accreditation status and learning standards. School has had serious turn over in staff and has not provided sufficient staffing to continue educating in the medical assisting field I am currently enrolled in. When asked to withdraw was told I was unable to and would have to pay for tuition out of pocket. I was then told at a later date I was able to unenroll but had missed the deadline which was never addressed when I initially asked to unenroll. Carrington is still continuing to enroll students while not meeting the standards of education they are not providing the education laid out in the syllabus or training their student efficient on the skills needed to excel. They lack any kind of follow through when it comes to making sure the students are up to par with the skills needed to move on to the medical assisting fields. They are continuously switching requirements, education plans, knowledge and needed to gradate. Students during my time there have been giving test answers to pass finals and make quotas as well as given test answers for national test that need to be taken for certification. They discriminate against students of color by only returning certain students requests for help or clarification to complete assignments. Students who go here are mislead from the very first phone intake process and through out the program. Carrington is continuing to enroll students knowing that they don't have a curriculum established to set student up for success or the teachers needed to efficiently teach the classes. They are not meeting the requirements to continuing enrolling students and collecting tuition money for a program that does not meet the standards needed to continue on the medical assisting field.

  Business response

  11/27/2023

  November 27, 2023
  
  Customer Relations Representative
  **************************************************************************************
  ****************************************************
  
   "Via email"
  
  RE: ******** **** 
  Complaint # ********
  
  Dear Sir/Madame,
  
  Thank you for your email regarding ******** ****. Per your correspondence, Ms. **** stated the following areas of concern in her complaint:  
  She had different course instructors while enrolled in the Medical Assisting program at Carrington College, which resulted in changes to instruction, program requirements, and curriculum.
  Students were being provided with answers to final exams and third-party tests.
  Students were being discriminated against based on teacher assistance.
  College is misleading students regarding accreditation status and program standards.
  She was given conflicting information when trying to withdraw from the College, which impacted her ability to withdraw.
  
  BACKGROUND:
  Ms. **** started the Medical Assisting program at the ***** Campus on May 05, 2023. She is scheduled to graduate on January 19, 2024.
  
  FINDINGS:
  Based on the review of Ms. ***** concerns, we cannot substantiate that she was provided misleading information about the program or the College's accreditation. Carrington College is accredited by the ********************** for Community and Junior Colleges, ******************* of Schools and Colleges (ACCJC/WASC), an institutional accrediting body recognized by the Council for Higher Education Accreditation and the U.S. Department of Education. It was determined that our current accreditation and program requirements are consistent with the information provided to Ms. **** during her enrollment (******* A- Enrollment Agreement & ******* ********** Catalog).There has been no change to our institutional accreditation status or the Medical Assisting program curriculum during Ms. ****** enrollment.
  
  The review of Ms. ****** concerns regarding different course instructors determined that there were changes in course instructors due to staffing changes in the Medical Assisting program.Usually, students will have the same instructor for their courses. However,this is not a requirement, as getting used to different course instructors is similar to getting used to different types of physicians and healthcare providers students will work with within the field. It was also determined that Ms. **** had demonstrated academic mastery in her program's learning objectives and competencies thus far ************************
  
  
  Additionally,we could not substantiate that test or exam answers were provided to students.Our records indicate that students may be provided study guides in preparation for examinations Additionally, the third-party test from the ********************************* (***) is an assessment provided by an independent organization, and Carrington does not have the answers. Completing the *** exam is not required for program completion at Carrington College.
  
  In the review of Ms. ****** allegations regarding discrimination, we could not substantiate this concern. There was no evidence to demonstrate that the behavior of any individual met the standard for discrimination. Carrington College is committed to providing an education conducive to each individual's personal and professional development.It is committed to maintaining an academic environment free of discrimination and harassment based on race, color, religion, national origin, ***, age (40 or older), disability, veteran status, sexual orientation, political affiliation (and any other legally protected classes in the relevant jurisdiction) that complies with Title VI of the Civil Rights Act of ****, Title IX of the Educational Amendments, Section 504 of the Rehabilitation Act of ****, the Americans with Disabilities Act of ****, and applicable state and local laws.
  
  We could also not substantiate Ms. ****** concerns that she received conflicting information regarding withdrawing from the program. Ms. ****** Enrollment Agreement and the Academic Catalog outline the process for cancellations and withdrawals (******* A- Enrollment Agreement & ******* ********** Catalog; Cancelations). We have no written requests from Ms. **** to cancel her enrollment or withdraw from the program.
  
  Given the outcome of the investigation, there is not enough information to substantiate Ms. ****** concerns. Ms. **** may contact me directly if there are any additional items she would like to review for resolution.
  
  Please contact me directly with questions.
  
  Respectfully,
  
  ***********************
  Manager, Student Affairs
  
  Attached: ******* A, ******* ** ******* ** ******* D

• Initial Complaint

  06/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I filed a complaint in 2022 and carrington agreed to a resolution but because of the complaint the party has handled my attendance and financial aid very poorly and unprofessionally. I have completed all course except my externship. I was dropped again from the program instead of being listed as an inactive student until I can complete the externship. At this point its obvious my situation has been handled by individuals that took the complaint personally. I do not desire to deal with the ********* campus anymore because the relationship is beyond repair. My last drop that was done when it shouldnt have been caused me to lose my VRRAP funding and my place of residency. Im seeking a resolution that does not involve ********* campus administration. They were never able to inform of the last resolution and could never inform me of my financial aid resolution. There is no doubt that my last drop was done as personal retribution. I have attached of the resolution that was supposed to be enacted but was not properly enacted.

  Business response

  07/14/2023

  July 14, 2023
  
  Customer Relations Representative
  ***************************************************************************************
  ****************************************************
  
   "Via email"
  
  RE: *************************
  Complaint #********
  
  To Whom It May ********  
  
  Thank you for your email regarding *************************. Per your correspondence, **************** alleged that he was withdrawn from the Medical Billing and Coding program instead of being put on a leave of absence due to his inability to complete his externship course. Additionally, **************** believes this was done due to a prior complaint he had made.
  
  BACKGROUND:
  **************** started the Medical Billing and Coding program at the ********* Campus on September 27,2021. He was withdrawn from the program at Carrington College on June 13, 2023.
  
  FINDINGS:
  A review into My. ******** concerns were conducted. The review determined that **************** was scheduled to start the Externship course (*** 501) on May 8, 2023. However, **************** relocated to ******* before starting the *** 501 course. The *** 501 course is completed as an externship at a business or organization, allowing the student to complete hands-on training as identified in the course objectives. The externship sites are sourced and secured only in states where Carrington College operates.  Due to **************** residing in *******, he was not eligible to complete the *** 501 course, as Carrington College does not operate in the ****************.
  
  In a review of ****************** concern that he was not placed on leave status, it was determined that **************** was not eligible to be placed on leave status. As outlined in the Academic Catalog, students can only be on a leave status for a total of 180 days within a 12-month period. (Exhibit A- Academic Catalog). **************** had already taken two leaves within 12 months, and an additional leave would have exceeded that threshold ************************
  
  
  
  
  
  
  
  As a gesture of customer service, ********************** will provide **************** with a replacement course for the *** 501 course, Capstone Project-Medical Billing and Coding (*** 502). The replacement course, *** 502,will allow him to satisfy the externship
  component of his program while residing in *******, as the *** 502 course is delivered purely online.
  
  Should **************** wish to complete the *** 502 course in replacement for the *** 501 course, he should contact *********************** at ****************************************
  
  If you have any other questions, please contact me directly with questions.
  
  Respectfully,
  
  ***********************
  Manager, Student Affairs
  
  Attachments: Exhibit A, Exhibit B

  Customer response

  07/19/2023

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

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