Complaints

• Initial Complaint

  05/24/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 5/9/2022, I applied for experience credit with Liberty University. I documented extensive experience over the last 10 years and answered questions in a written paper. THE PROFESSOR GRANTED MY REQUEST FOR CREDIT. I was then told this was an "accident." I appealed and added more than I had previously submitted and got a lower score despite adding to my work and not removing from it. Further, despite knowing that I was getting a first responder discount, I was not made aware of the process to apply for credit by portfolio and took CRIS First Responder in Spring of 2021. Its a class I would have not paid for had I known I could have gotten credit for it.

  

  Business response

  05/31/2022

  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 May 24, 2022; however, I would be glad to provide some general information about Liberty’s relevant policies that the complainant may find helpful in their situation, based on the information provided in the complaint. Students may petition to earn course credit for experiences they have had in their professional career. This process is referred to as “Experience Plus” or “E-Plus”.   During this process, a portfolio is submitted and the student is required to thoroughly address each required area in order to demonstrate an adequate level of mastery.  While a student may display high levels of master in a particular area, not all experience qualifies for academic credit.    When the review is completed, the student is notified of the decision (“approved” or “denied”), along with a rationale and feedback from the assigned reviewer. If the portfolio is denied, the student will have the opportunity to submit one appeal based on the feedback of the faculty member who has reviewed it (only denials can be appealed).  The complainant is encouraged to email Eplus@Liberty.edu with any questions regarding this process. 

  Customer response

  05/31/2022

  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 am very much aware of the process. I have a problem with being lied to. Being told I was approved and then changing their mind. Further, not being clear about what they want. Regards, ***** ******* ******* *** **** **** ***** *****

• Initial Complaint

  03/07/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Hello I have a problem with enrollment with Liberty University Graduate Department. I was accepted however they said I needed to send in additional information because I am requesting financial aid. I send in all required documentation however they want an official GED. I contacted Department of Education in *** **** several times and they advised they sent a copy twice. I waited several months and spoken to several chat representatives of Liberty University and always told something different but yet they never received my official copy of my GED. I not sure why would they need an official copy of my GED when they have my 4 year degree. I am allowed to pay out of pock for my class but will not allow me to seek financial aid. My issue is why this University does not have my GED.

  

  Business response

  03/15/2022

  Your notice of complaint, dated March 8, 2022, has been referred to me for response. In the complaint, the complainant states that she was asked to provide an official copy of her GED. The complainant advised that she has sent the University two copies but has still been told that an official copy of her GED was requested. The complainant expressed concern that the outstanding request for an official copy of her GED could prevent her from receiving financial aid to pay for her courses. 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”), dated March 8, 2022; however, based on the information that was provided in the complaint, I would be glad to provide some general information that the complainant may find helpful. There are various federal and institutional reviews at the University that may require students to provide official copies of their high school transcripts or GEDs. That said, it should be noted that there has been recent activity on the complainant’s account related to her concerns and she is encouraged to review her account for updates. 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 *************************

• Initial Complaint

  03/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received a Master in Marriage and Family Counseling from Liberty University from 2014 to 2016. It wasn't until I completed the degree and began looking for jobs in counseling that I learned my degree was worthless. Liberty broadly offers, promote, and enroll students in a counseling master program that provides no licensure to work in counseling, and the courses offered in this program are unaccredited, therefore, not transferable to any accredited institution that provides the licensure program. Liberty knowingly do not disclose or emphasize to students the cons and difference of this program. When asked why offer a program that intends no license or career benefits, only to be told “some students just want the knowledge and not the license”. I know there is an exception to every rule, but I fail to believe a person would invest 2 years and over 20,000 in loans with high interest rates just for knowledge and no ability to apply those learned skills. Or transfer credits to another school for licensures. Many students have fallen victim to Liberty deceptive practice, and Liberty has financially benefited from this practice. Playing on student’s naivety and ignorance. I am now, as well as numerous other students forced to generate more debt and start a new education journey. In hopes to obtain a degree that can be used. I am filing this complaint in hopes that some form of allegations or accountability be made against or to Liberty for their knowingly deceptive practice. It is appalling that a university priding and labeling themselves as “Christians” practice notable unethical and dishonest practices. Even if it said to be “legal”, it is highly unethical and as a widely promoted Christian school Liberty should be shame to deceive hardworking students.

  

  Business response

  03/11/2022

  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 3/5/2022; however, based on the information that was provided in the complaint, I would be glad to provide some general information. The non-licensure MAHSC program was never advertised nor designed for students who desire to seek state Professional Counseling, Marriage and Family Therapist, Social Work, or Community Counseling licensure.  Since it is only a 30-hour program, it falls far short of the 60 hours most states require for state licensure. The HSC program also does not have an internship, which is mandatory for state licensure in all states.  It is written several times throughout the HSC program webpage that it is a non-licensure program and was not designed to meet state professional counseling licensure requirements ***************************************************************************.This program was designed for the adult learner who wants an advanced degree, but are not interested in going through the long process for professional licensure.  HSC master’s degreed individuals usually are already employed at places like social service agencies, and get a master’s degree for a pay raise and/or to move into administrative positions. Students who graduate with an HSC degree are looking to do lay counseling in their churches, work in an agency setting, such as social services, adoption agencies, group homes, *********, outreach services, In-home services, Boys and Girls clubs, probation officer, court services, foster care worker, domestic violence shelters, etc.  Other jobs that students seek with a Human Services Counseling degree (mix of education and experience) have been:  Case Worker, Family Support Worker, Crisis Intervention Counselor, Mental Health Aide, Child Abuse Worker, Drug Abuse Counselor, Parole Officer, Residential Manager, Juvenile Court Liaison, etc.   Some of those may require additional education, certifications, and work experience.  The MAHSC student may also be eligible for the “Human Services-Board Certified Practitioner” certification, which can be found at: *******************************

  Customer response

  03/14/2022

  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. The jobs that was referenced in Liberty response suggesting that students who complete this degree program being able to work in those fields are absolutely and completely false. You can not work in any of the fields or jobs without licensure. Everything stated in Liberty response is exactly what has been told to student once they have completed that 30 hours of that program and look for work only to be told that degree is worthless. Again, that program should be banned and not allowed to be advertised, and if so stricter disclosure of the program "purposes" need to be made. Many student are many times ignorant to the requirements to become licensed, reason why they reach out to the university enrollment specialist to be better advised and educated on what programs will fit there career goals.  Yes. Liberty explained the purpose and reason why students take this course, but the response did not include a statement on why the course in this program is not accredited. As I stated in my previous response once a student gets over the shock of spending money and time on a masters degree that is useless, they are than shocked with the course they did not being accredited therefore they can not transfer or use courses to enroll in a accredited licensure program.  Liberty University is fully aware of the deceptive practices they have used to lure students to enroll in programs unaccredited and non-licensures. And once made aware by students they use policy, rules and legal jargon to justify their unethical practices. Some form of legal, civil suit, and correction need to be brought against this school for their unethical practices.  Regards, ********** *****

*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. ↩