Complaints

• Initial Complaint

  01/30/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  During my time as Dr. ****** student, I participated in a video conference with her, and since then, I have observed what I believe to be targeted and unfair treatment. While I cannot determine whether this treatment stems from personal bias related to my background, military affiliation, or other factors, it is evident that Dr. **** has acted in a manner that has caused unnecessary delays, frustration, and wasted labor in my doctoral studies. Specifically, Dr. **** has repeatedly rejected my dissertation submissions on formatting grounds, despite the university’s own School of Business Research Guide (p. 60) stating that "the Admin Review will focus primarily on content rather than formatting." These formatting-based rejections directly contradict the dissertation guidance outlined in the DRP guide and have been made despite my dissertation chair’s explicit approval of the formatting, prior to every submission, which falls under his purview as per university policy. This breach of policy has cost me more than two months worth of progress. Most recently, I have experienced three consecutive administrative review rejections, each taking the full six-day review period, all based solely on Dr. ****** subjective formatting opinions that conflict with published University Doctrine and policy. These actions have caused significant delays in my progress and suggest an intentional obstruction of my academic advancement. Her repeated disregard for established university policies and dissertation guidelines constitutes not only an abuse of authority but also a failure in professionalism and academic integrity. Given these circumstances, I formally request that I be assigned a different research methodology reviewer immediately. I appreciate your prompt attention to this serious matter and look forward to your response regarding the necessary steps to rectify this situation. Please feel free to contact me if any additional information is required.

  

  Business response

  02/05/2025

  Liberty University strictly prohibits all unlawful discrimination, including race discrimination, and takes such claims very seriously. If you have concerns related to discrimination or retaliation, which are strictly prohibited at Liberty, we encourage you to contact Liberty’s Office of Equity and Compliance by phone at ***** ******** or by email at ***************.  You can also submit a complaint directly using the “Report a concern” link at **************************  Our Office of Equity and Compliance (OEC) handles reports and complaints of unlawful discrimination in accordance with the law and Liberty’s Discrimination, Harassment, and Sexual Misconduct Policy. OEC will promptly and equitably respond to all findings of unlawful discrimination in a manner that eliminates it, prevents its recurrence, and remedies any adverse effects of it. Again, for your convenience, you can find the above-referenced policy and OEC’s contact information on their website at ****************************************************Regarding the complainants concerns with the methodologist, we trust that this matter has been resolved through Liberty’s complaint process.  

• Initial Complaint

  01/22/2025

  Complaint Type:

  Facilities Issues

  Status:

  Answered

  More info

  I am writing to file a formal complaint against Liberty University regarding their handling of my withdrawal from two courses, JURI 525 and JURI 555, for semester B. Despite properly notifying the university in writing prior to the start of classes of my intent to withdraw, they refused to honor my request. To make matters worse, Liberty University gave me a final grade of FN (Failure for Non-Attendance) for these courses, which unfairly ruined my 4.0 GPA. This action was unwarranted, as I had submitted my withdrawal request before classes began and should not have been enrolled. Due to extraordinary circumstances, including housing issues and other unexpected life conditions, I requested to drop these classes and receive a full tuition refund in accordance with Liberty University’s own policy, which states that students withdrawing before the start of classes are eligible for a 100% refund. However, the university is now refusing to issue the full refund and instead offering only 75% because I completed a required checklist assignment (a 5-question quiz). This "checklist assignment," expected to be completed on the first day of class, is not explicitly stated as a binding contract. Their use of this assignment as a basis to deny my withdrawal request and reduce my refund feels unethical and inconsistent with their policy. As a student pursuing a law degree through a Christian worldview, I find this practice contrary to the principles of fairness and integrity the university claims to uphold. Life circumstances sometimes prevent students from continuing their education as planned. I respectfully request Liberty University to: Drop both courses (JURI 525 and JURI 555) from my record. Restore my 4.0 GPA. Issue a 100% refund of my tuition as outlined in their withdrawal policy.

  

  Business response

  01/31/2025

  Your notice of complaint, dated January 22, 2025 has been referred to me for response.  In the complaint, the complainant states that he disagrees with the Liberty University Withdrawal Policy and that he would like to be refunded 100% of his tuition and have his GPA restored to a 4.0.Due to privacy laws that protect current and former student education records from unauthorized disclosure, Liberty University (“Liberty”) is regrettably unable to provide a meaningful response to the complainant’s complaint to the Better Business Bureau (“BBB”), dated January 22, 2025; however, based on the information that was provided in the complaint, I would be glad to provide some general information about Liberty University’s relevant policies that the complainant may find helpful. The Financial Check-In Contract states, “I understand and agree that if I drop or withdraw from some or all of the classes for which I am registered, I will be responsible for paying all or a portion of tuition and fees in accordance with the policy at ************************************************************ Incorporated herein by reference. I further understand that my failure to attend class or receive a bill does not absolve me of my financial responsibility as described above. I understand that I must comply with all Liberty procedures and policies regarding my withdrawal to be eligible for a refund of any tuition, costs, or fees (excluding any non-refundable fees designated as such).In addition, the Course Requirements Checklist states, “I have read the Course Syllabus and understand that, by completing this course requirements checklist or any other assignment in Canvas, I will no longer be able to ‘drop’ this course. Completing this activity constitutes attendance, and I understand that if I am unable to continue attending, I must be withdrawn from the course. (If you are unsure about completing this assignment, you may exit the survey and contact Academic Advising at ************.)”As stated in the Withdrawal Policy, "Students who attend a course by submitting an academic assignment and then cease progressing toward the completion of the course will be assigned a grade of FN (Failure for Non-Attendance) during the semester."As we are unable to provide a detailed response to the complainant through the BBB due to privacy regulations, if the complainant would like further information regarding the withdraw policy, he is encouraged to contact Liberty University’s Financial Aid Office at ***** ********, by emailing ************************, or via online chat at *********************** and the Student Accounts Office at ***** ********* ** ********* ******************************* ** ***

• Initial Complaint

  01/20/2025

  Complaint Type:

  Facilities Issues

  Status:

  Resolved

  More info

  There has been an ongoing process of changing the expectation for adding trivial requirements to keeps a student from graduating and collecting their PhD. I got my MA from Liberty but the PhD has been the most non-Christian experience I have ever seen.

  

  Business response

  01/22/2025

  Can the complainant provide more details regarding the “trivial requirements” they indicate are being added to their degree?  

  Customer response

  01/22/2025

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Please look at the weekly progress (or lack there of) reports that were turned in every week through canvas. There is a clear history of mounting frustration. If need be I have them all and can email them. There was a a complaint filed with the university but there was never any action taken. One example of a trivial response was the commas in the references are italicized. As you can see in the progress reports there was also a great deal of something being approved at one point only to be told much later that it was never approved. This entire process just seems to drug out as a money grab. I went through the Master’s program at Liberty and all the coursework for PhD program and got A grades . I was even asked to help with other students and their writing skills. However, in capstone project I am told my writing has numerous mistakes. Just an unfair double standard that is costing me a ton of money. My direct mentor is very understanding and is frustrated by the methodologist as well. All I am asking for is respect and not condescending replies. Tell me what needs to be done and I will fix it. Quit playing games and dragging out this process. Thanks for listening .  Regards, ******* *******

  

  Business response

  02/10/2025

  The methodologist operates outside the committee, ensuring that the research design, data collection, and analysis methods meet rigorous academic standards. The methodologist provides expert guidance on methodology to ensure the study’s validity and reliability, offering feedback on selecting appropriate methods aligned with the study's objectives. Additionally, the methodologist verifies institutional and field-specific research guidelines. The methodologist typically serves in an external oversight role. While it can be monotonous and challenging, their feedback is a critical part of achieving the doctoral standard of academic scholarship.

  Customer response

  02/10/2025

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. I understand completely what the University is saying and appreciate it or otherwise the degree would be diminished. I do have to say the standards for writing from the Master’s program to the PhD program are polar opposites. With that being said I would like to request a new person to review my work . Dr. ******* is excellent and I enjoy working with him. Though he is frustrated too. He exhibits Christian characteristics. Whereas the methodologist is arrogant, condescending, and not helpful at all. A very bad testimonial for a Christian organization. Please advise if this would be acceptable. I don’t feel it too much considering the thousands of dollars I have spent at Liberty between the masters and doctoral programs . Thank you  Regards, ******* *******

  

  Business response

  02/17/2025

  For security purposes, we are not able to make changes to a student’s account through the BBB or other third-party platforms.  The complainant is directed to submit their request through the university’s official complaint portal at *********************** 

  Customer response

  02/18/2025

  I have already submitted one complaint months ago but nothing was done . I will submit another one but I am very doubtful anything will be done. It is not worth my time to keep fighting this. Thank you  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, ******* *******

• Initial Complaint

  01/16/2025

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Better Business Bureau: To Whom It May Concern: I am writing to file a complaint concerning loans taken out in my name by my school without my expressed or written permission. When I decided to go back to school, I knew I could not afford it, therefore, financial aid was my only option. I made it very clear to the financial aid department at Liberty University that I was not interested in taking out any loans but were interested in utilizing "Pell Grants, and or Scholarships." I applied for Federal Student Aid through FAFSA, however, the financial aid department at Liberty University is claiming that I signed the Promissory Note form, I never signed for any loans, my name was written in on the form without my knowledge or consent. I always understood that I was applying for Financial Aid. According to Liberty University, I was awarded 2 Pell Grants totaling $14,912. disbursed in parts over a period of 2 years. It is not clear how these Grants were applied to my associates degree but my school took out loans against my knowledge and consent totaling $20,516.63 in addition to my Pell Grants, the loans are incurring interest by the day. I was "let-go" from my job in 2023 at no fault of my own, I have been unemployed ever since, I am not in a position to re-pay these loans. 1. I never applied for any loans, nor authorized the university to take out any loans on my behalf. 2. I have made several attempts to get an itemized list of all charges, all loan disbursements, and what the Grants covered specifically. 3. I would like a full and complete discharge of all these loans from my records. I am a transgender woman of color, I have been a victim of discrimination in employment, and life in general. I have been living with diabetes since 2015, and lacking health insurance because of my unemployment status. I am pleading with any relevant organization to take up my case.

  

  Business response

  01/22/2025

  You notice of complaint, dated January 17, 2025, has been referred to me for response. In the complaint, the complainant stated that Liberty University borrowed Federal Direct Loans under her name without her permission. She stated that she only intended to utilize Federal Pell Grant funds and claims that she never signed a Master Promissory Note (MPN) which would have represented her approval for Federal Direct Loans to disburse to her account. She has asked for a full discharge of the loans, and also asked to be provided with an itemized list of all charges that were covered by disbursements of the Federal Pell Grant and loan funds. Due to privacy laws that protect current and former student education records from unauthorized disclosure, Liberty University  is regrettably unable to provide a meaningful response to the complainant’s complaint to the Better Business Bureau (“BBB”); however, based on the information that was provided in the complaint, I would be glad to provide some general information about Liberty University’s relevant policies that the complainant may find helpful. Liberty University's Disbursement Processes for Financial Aid webpage states that students must be enrolled at least half-time in order to be eligible for Federal Direct Loans and also that disbursement occurs 21 days after a student begins actively attending in their half-time enrollment. Additionally, the webpage defines half-time enrollment as six credit hours for undergraduate and graduate students, and three hours for doctoral students. This disbursement policy is based upon federal regulations which require that a student be enrolled half time to be eligible for Federal Direct Loans. The complainant can review information provided by the U.S. Department of Education regarding Federal Direct Loans here. The webpage also states that Federal Pell Grant is provided for up to twelve credit hours each semester, is pro-rated based on a student's sub-term enrollment, disburses 21 days after the student becomes eligible, and that eligibility occurs upon attendance in the applicable course.When a FAFSA is received for a given aid year, Liberty University packages a student’s account with their maximum financial aid eligibility as determined by U.S. Department of Education regulations. If all of the Federal Direct Loan requirements are present, which includes Entrance Counseling (EC), a MPN, and half-time enrollment, the Federal Direct Loans will disburse to a student's account according to Liberty University's disbursement timeframe. More information about this can be viewed on the University’s Student Loans webpage. While students can view a list of their expenses and charges organized by semester on the “Summary of Account” page in their online ASIST Account, they can also request an Itemized Receipt from the University. To request an Itemized Receipt, students can either contact the Student Accounts Office at ***** ********* ** ********* ******************************* or via online chat at ************************As we are unable to provide a detailed response to the complainant through the BBB due to privacy regulations, if the complainant would like further information regarding the processing of financial aid on her Liberty University account, she is encouraged to contact Liberty University’s Financial Aid Office at ***** ******** or by emailing *************************

  Customer response

  01/26/2025

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. I have since reached out to Liberty University requesting an itemized list of changes on my account and was unsuccessful, therefore, I am requesting BBB to use any influence it has to obtain any information from the above mentioned business in regard to funds used for my degree.    Regards, ****** ****

  

  Business response

  02/10/2025

  Your notice of complaint, dated February 3, 2025, has been referred to me for response. In the complaint, the complainant stated that the previous response from the University did not resolve her complaint. She also stated that she requested an itemized list of changes on her account and was unsuccessful. As noted in the previous response to the complainant, the University is unable to provide details regarding the complainant’s account through the BBB due to federal privacy regulations. The complainant can view a list of their expenses and charges organized by semester on the “Summary of Account” page in their online ASIST Account. To request an Itemized Receipt, students can either contact the Student Accounts Office at ***** ********, by e-mailing *****************************u, or via online chat at ************************

  Customer response

  02/10/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, ****** ****

• Initial Complaint

  01/10/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I withdrew from the university of issues with my orientation after being harassed by a professor. I was told no repercussions toward me would take place however two months later I received a bill for $6000 because of my withdrawing from the university at the time I withdraw, I was told nothing would be owed when I went back to prove that their records had been destroyed, and there was no record of the call. There were no records of previous calls with the university either. This is coming from a student who actually graduated from the college and was going back for his graduate degree. The discrimination in the hypocrisy in this college are ridiculous.

  

  Business response

  01/17/2025

  Your notice of complaint, dated January 10, 2025, has been referred to me for response. In the complaint, the complainant claims that he was advised he would not owe a balance if he withdrew from his courses but states that he now owes $6,000 for the withdrawal. The complainant also claimed harassment by a University professor. Due to privacy laws that protect current and former student education records from unauthorized disclosure, Liberty University (“Liberty”) is regrettably unable to provide a meaningful response to the complainant’s complaint to the Better Business Bureau (“BBB”), dated January 10, 2025; however, based on the information that was provided in the complaint, I would be glad to provide some general information about Liberty University’s relevant policies that the complainant may find helpful. To begin, Liberty University takes claims of harassment and discrimination very seriously and has sound policies and processes in place for investigating such claims and making sure they are handled appropriately. To have concerns such as these reviewed, the complainant is able to file a complaint of discrimination or harassment involving a Liberty employee by contacting Liberty’s Human Resources Office by telephone at ***** ******** or by e-mail at ***************Regarding the balance after withdrawal, Student Financial Services publishes all policies, including Liberty’s Financial Aid Withdrawal Policy, on its website. If a student should have concerns that their withdrawal was not processed correctly, they are encouraged to request an official review by submitting an online complaint form through the Beacon Complaint Portal. When a Beacon Complaint Form is submitted, the events that occurred on a student’s account are thoroughly reviewed, and recordings of pertinent phone calls are often included in the review. However, it should be noted that not all calls are audio recorded. Once the investigation is complete, a response is sent to the student to address the student’s concerns. I trust this response sufficiently addresses the complainant’s concerns and hopefully presents the complainant with a path for continuing with Liberty University. Please do not hesitate to contact me if there are additional questions or concerns, or if I can be of further assistance. The complainant is also welcome to request a more detailed response to the concerns presented by contacting Liberty University directly. 

• Initial Complaint

  01/02/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This claim is around my GI bill that my wife is using to complete her masters, her name is **** **** and has completed all requirements leading up to cap stone along with all cap stone requirements, today 2 January 2025 she call to register for her cap stone classes and was told she could because she was missing a class that was originally on her course requirements, the person she spoke with on the phone said an email was sent out after reading the email again it does not say that it is required to enroll in cap stone anywhere, this email was sent out 11 December 2024.

  

  Business response

  01/08/2025

  We were unable to locate a record of the individual submitting this complaint as being a student with the university.   Furthermore, it appears that they are attempting to submit a complaint on behalf of another individual.  If the student in question wishes to file a complaint regarding this matter, we recommend that they submit their concerns through our official complaint portal at **********************.  The complaint must come from the student directly, as we do not accept complaints submitted on behalf of others.  

• Initial Complaint

  11/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I'm filing a complaint because of a professor at Liberty who decided to fail me without grading any of my last assignments where I would have had more than enough points to pass the class. I am a disabled student and the Liberty Office of Disabilities provided my professors with the letter of accommodation. She said she did not have to adhere to it. I paid $5,835 for the class that was 100% self-taught. She never taught a thing and her only role was to grade assignments but she did not even do that. She said as a professional she had to block me because I lacked ethics and integrity so she had to fail me so that I could self-reflect on my morally deficient character. She refused to grade my final paper and claimed I was talking about myself in the paper which is not true. My paper was about a therapy model and what happens in an affair repair process and how the betrayed partner could have symptoms of PTSD which is different from how I ended up with Complex PTSD because I have been in survival mode trying to keep my 18-year-old daughter alive and she just died a horrific death and I divorced an abusive man after 34 years She told me I needed to repent and to let God open up the right pathway for me. I have been a therapist for many decades. I already have my master's degree but the PA licensing board said I needed an additional 9 credits above 59% of counseling skills classes. Liberty calculates 62 % as an F and they are refusing to look at my work and give me credit after sending them daily emails since 10/11/24 they are refusing to give me the points that their own biased expert had found when reviewing my paper. The only emails I have received and the ones asking me over and over to pay for more classes. They will not give me the 62%that I have without her grading my work so I want to obtain the credit for the work I did. Liberty did not allow me to have a grade appeal or a complaint process and have said they are done and refuse to respond to me.

  

  Business response

  12/02/2024

  Due to privacy laws that protect current and former student education records from unauthorized disclosure, Liberty University (“Liberty”) is regrettably unable to provide a meaningful response to the complainant’s complaint to the Better Business Bureau (“BBB”), dated November 26, 2024; however, based on the information that was provided in the complaint, I would be glad to provide some general information about Liberty University’s relevant policies that the complainant may find helpful. A student wishing to appeal a final grade must submit the appeal to their professor and seek to resolve the situation with them. If the student wishes to appeal further they must follow the process outlined here:  ************************************************************************  To summarize the policy, students are able to appeal their grade beyond the professor up to 3 times.  This includes an initial appeal to the Department Chair who will review the appeal and render a decision.  If the appeal is denied, the student can appeal to the Associate Dean.  If the Associate Dean denies the appeal, the student can appeal to the Academic Dean.  At this point, the decision of the Academic Dean would be considered final and no further appeals will be considered.Liberty University strictly prohibits all unlawful discrimination, including race discrimination, and takes such claims very seriously. If you have concerns related to discrimination or retaliation, which are strictly prohibited at Liberty, we encourage you to contact Liberty’s Office of Equity and Compliance by phone at ***** ******** or by email at ****************  You can also submit a complaint directly using the “Report a concern” link at **************************  Our Office of Equity and Compliance (OEC) handles reports and complaints of unlawful discrimination in accordance with the law and Liberty’s Discrimination, Harassment, and Sexual Misconduct Policy. OEC will promptly and equitably respond to all findings of unlawful discrimination in a manner that eliminates it, prevents its recurrence, and remedies any adverse effects of it. Again, for your convenience, you can find the above-referenced policy and OEC’s contact information on their website at ****************************************************

  

  Business response

  12/18/2024

  As mentioned in the previous response, grade appeals allow students to appeal up to 3 times, which includes a review of the Department Chair, Associate Dean, and Academic Dean; the decision of the Academic Dean is considered final.  If the complainant wishes to provide additional information/documentation after the appeal process has been exhausted, or outside of the formal appeal process, these additional attempts will not result in a change of status.  It is important to note that it is the student’s responsibility to present and articulate an effective argument for their appeal as part of the proper appeal process.  If information was omitted from the appeal submission, that is not the fault of the university.   Furthermore, approvals are not guaranteed and, to reiterate, if the appeal process has been exhausted, no additional consideration will be given to the student, in accordance with published university policy. 

  Customer response

  12/23/2024

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.To whom it may concern: Thank you for providing their response. I do not accept what they are saying because I did email and submitted all my work to them so many times but refused to look at it and when I shared I could not figure out how to upload my screenshots into their specific portal and instead of helping me they just denied it and said there was no evidence. The Ombudsman said their own expert found points and he refused to even give me those points.  The other problem is that they did not allow me to access a student complaint process that is separate from the grad appeal but the ombudsman said I do not get to have a student complaint because he decided to have it count as a grade appeal so I no longer have any options.  The other issue is that Dr. ****** did not teach anything and I had to pay an additional $500 to buy a training that I passed and that money is gone as well. But because she claims she is a gate keeper she failed me because she labeled me as unworthy, lacking integrity with no morals and values and said she had to fail me so that I could spend time self-reflecting and repenting so that God can show me my true path. Her only role was to grade the work that is submitted and she gave me zero points out 180 points and other assignments that she did not grade based on her rubric because as she stated she does not have to adhere to the accommodations that was given to her from Liberty's Office of Disabilities office. The office of equity and compliance said I had a student complaint option but I was never given one. She claimed I was so deletional and said I was talking about myself in the paper which is not true but because she was aware of my disabilities and having ****** and assuming I am crazy and stupid it also proves that she never read it. There are so many other things that she did that was discriminating against me.  I was told by many faculty members that Liberty could provide a letter stating the percentages I earned since I have enough to get my license because that is the only thing preventing me from being licensed and because Liberty uses an alternate grading scale in order to fail more students so they can make more money when these students have to retake their classes is not something I can do. I spent every dime I had on these classes and now that I am notable to get my license, I am going to lose my job and will not be able to bill under any other supervisors. This is going to destroy me as the sole provider for my 3 daughters and will lose our house and my ability to provide their basic needs. The ombudsman said no to the letter sating he will not lie and misrepresent the facts but actually they are giving me an F and apparently agree that she did not have to grade my work but this is misleading by leaving it as an F is not based on the facts of what happened. He refused to even indicate my percentage.  I feel like they just stole this money in a 100% self-taught course that I only needed to get a percentage above 59% and I have that even if they agree that she does not have to grade a disabled students work that I do have enough for the board but as a Christian University they do not believe in the facts or that Dr. ****** has any accountability. She traumatized me and I have never ever had any teacher or professor ever treat me like this. I thought she was a teacher and not a self-riotous gate keeper that intentionally had to fail me since she thinks I  am underserving and she has the power to block others instead of grading the work even if you hate your student and to engage in character defamation is so devastating to me and I am sure she graded her non disabled students work and that they are allowed to have access to all of Liberty's policies and processes but since I am lazy, entitled, morally deficient, crazy  and stupid in her mind and apparently the ombudsman  she had to fail me but it is not based on the work I did.  Liberty did not follow their own policies and did not ever do a fair grade appeal and refused to address my student complaint.  I appreciate your time regarding this matter. I do not know what to do and I am still in shock that they think what they did is fair and just but to steal a disabled persons money and not even grade the work in a self taught course and since she did not want to teach anything I had to pay additional money to receive training that I passed is wrong because if they refuse to give me the points their expert found and decided to fail me instead that is stealing money because they clearly do not care about teaching and grading it is only for getting money from people because I have been harassed everyday telling me to sign up for more classes and they even try to give you some ridiculous "deal"to entice you to give them more money. Please tell me what I can do if anything because I am destroyed and am no longer able to work with the 71 plus clients I have. Thank you again for everything. Please let me know if you need any more information.  Warm Regards, ***** ******* ***** ******** ***Marriage and Family Therapist

• Initial Complaint

  11/18/2024

  Complaint Type:

  Facilities Issues

  Status:

  Answered

  More info

  ferpa pin ******  Hello, my name is ******** ******. I am, or was, a student at Liberty University, and I believe I was unjustly dismissed from my academic program. Despite maintaining the GPA and earning the credits required to graduate from the graduate program, I was dismissed under circumstances that I feel were both unfair and unprofessional. Initially, I was forced into a program I did not want to pursue due to the limited options available, which was not conducive to my goals or career aspirations. Throughout my time at the university, I encountered consistent challenges with the staff, particularly when addressing appeals related to my grades. Most of these interactions were marked by a lack of professionalism and empathy, especially when I raised concerns about balancing my academic responsibilities with my military schedule. As a military member, I expected understanding and support regarding the unique challenges I face, but instead, I was met with dismissive and often rude responses. My efforts to appeal for grade reviews were met with hostility, leaving me feeling unsupported in my academic journey. I am requesting reinstatement into my program and a comprehensive review of all my academic appeals, grades, and GPA. My goal is to complete my education, graduate, and obtain my licensure so I can advance in my career. I hope the university will consider my concerns seriously and take steps to address this matter fairly.

  

  Business response

  11/22/2024

  Due to privacy laws that protect current and former student education records from unauthorized disclosure, Liberty University (“Liberty”) is regrettably unable to provide a meaningful response to the complainant’s complaint to the Better Business Bureau (“BBB”), dated November 18, 2024; however, based on the information that was provided in the complaint, I would be glad to provide some general information about Liberty University’s relevant policies that the complainant may find helpful. Students must maintain satisfactory academic standing to remain at Liberty.  Academic standing is calculated at the end of each Fall and Spring term, or upon completion of all courses within a term, and is based on the student's cumulative GPA. A student’s cumulative GPA comprises all coursework completed at the current academic level (Undergraduate, Graduate or Doctoral) regardless of prior degree conferral, broken enrollment or a program/major change.Students failing to attain and maintain the cumulative GPA required for good academic standing in their degree program will be placed on Academic Warning. At the end of the term on Academic Warning, students who fail to raise their cumulative GPA to the required level will be placed on Academic Probation. At the end of the term on Academic Probation, students who fail to raise their cumulative GPA to the required academic level will be placed on Academic Suspension. Students who fail to raise their cumulative GPA to the required academic level (see above) by the end of the subsequent term and/or who fail to meet the terms of their Academic Contract will be Academically Dismissed and will not be allowed to appeal to return to Liberty unless a period of at least two academic years has passed.

• Initial Complaint

  11/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In 2022, I earned passing grades in capstone courses EDUC 887 and EDUC 888. In Spring 2023, I was enrolled in EDUC 889, but due to unforeseen life circumstances, I was unsuccessful and earned an NP. I reapplied to the Ed.D. program and was placed in the newest degree completion plan, which required me to re-accomplish 15.0 credits. I have finished 9.0 required credits and am completing 3.0 during the current term. Additionally, I am enrolled in EDUC 850 for the Spring 2025 semester, which is the last requirement on my degree completion plan before the capstone. I sent a message to the School of Education Doctoral Programs to ask if I would be required to re-complete EDUC 887 and EDUC 888 to complete my degree. Or if the previous passing grades would suffice, allowing me to progress directly to EDUC 889 after the Spring 2025 semester. I am extremely disappointed by the aloof indifference displayed by The School of Education and the ongoing disregard for issues that I have repeatedly raised while a student at Liberty University. The difficulties encountered throughout my educational journey are directly attributed to bureaucratic administrative indifference and an audacious lack of support. Not only has The School of Education failed to respond to my needs as a student, but it seems to actively persist in hindering my progress by now removing completed classes and erasing my academic accomplishments. On 4/29/2024, I was informed that the School of Education would no longer honor those transfer credits, and I was required to accomplish 15.0 credits at a cost of $8,925. Your proposed solution to my current question would require me to complete an additional 3.0 credits in EDUC 880, 5.0 credits in EDU 887, and 5.0 credits in EDUC 888, totaling 13.0 additional credits, totaling $7,735. If re-accomplishing 28.0 total credits is the final resolution for Liberty University to allow me to graduate, why was that information not provided on 4/29/2024?

  

  Business response

  11/14/2024

  Due to privacy laws that protect current and former student education records from unauthorized disclosure, Liberty University (“Liberty”) is regrettably unable to provide a meaningful response to the complainant’s complaint to the Better Business Bureau (“BBB”), dated November 8, 2024; however, based on the information that was provided in the complaint, I would be glad to provide some general information about Liberty University’s relevant policies that the complainant may find helpful. When a student applies to a degree program at Liberty, they are placed on a degree completion (DCP) plan that is based upon the year in which they began.  They will follow this degree plan through to completion, unless they opt to change programs or discontinue enrollment.  When a student breaks enrollment, they are required to apply again in order to return as a student.  Once accepted, they are placed on the most recently published DCP.  There are instances where policies and requirements will change from year to year, and in these cases, the student would be required to abide by the policies on the new DCP.  For students who must complete a capstone, thesis, or dissertation as part of their degree requirements, the same aforementioned policy is also true.   These requirements contain certain benchmarks that must be met before the student can proceed through each step of the research phase, which are also subject to change from year to year.  If any changes have been made since the student had broken enrollment, the student would also be required to abide by any and all new requirements and protocols in place for the research phase of their program, as well. 

• Initial Complaint

  10/17/2024

  Complaint Type:

  Facilities Issues

  Status:

  Answered

  More info

  There is a problem with Liberty University and the staff they hire to facilitate students. I've wanted time and money for this University to place me with an inept facilitator who don;t even know their own work and low ball students grades and abuse their powers of authority to do so. The school backs up this behavior instead of correcting it with their own one sided bias stance. The information used as far as books and information is outdated, old and severely lacking details. The apa citations used comes from their own library and they fail you for using the citation the school itself provides. I want a refund for the classes taken since it did not teach a thing, with terrible facilitators who don't even know their own learning material. The school has a bookstore that does not sell the books and you have to just figure it out. The worst school I've ever had the displeasure of attending. I've wasted my time, a lot of effort and money just to be low-balled by inept staff with very little to no training. This is not how you run a school. They do nothing when you address these problems. I want a refund from this school as I'm terminating my enrollment.

  

  Business response

  10/31/2024

  Due to privacy laws that protect current and former student education records from unauthorized disclosure, Liberty University (“Liberty”) is regrettably unable to provide a meaningful response to the complainant’s complaint to the Better Business Bureau (“BBB”), dated October 17, 2024; however, based on the information that was provided in the complaint, I would be glad to provide some general information about Liberty University’s relevant policies that the complainant may find helpful. Our faculty are credentialed according to guidelines provided by our accrediting body, SACSCOC.  This ensures that the qualifications of our faculty not only satisfy the standard set forth by Liberty University, but also by SACSCOC, as well. We understand that the complainant desires a refund in response to their experience with the university.  Unfortunately, the complainant has not provided any evidence or documentation that would justify the award.  Furthermore, due to the aforementioned FERPA restrictions, a review for a refund would not be adjudicated through the BBB complaint portal.  If the complainant would like a formal review of these concerns and their request for a refund, they are encouraged to follow the university’s formal complaint process.  The complaint form can be found at *********************** 

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