ComplaintsforCarrington College

• 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.
  
  

• Initial Complaint

  05/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I enrolled into the Dental Hygienist program in Carrington College in **********. After 2 months of study, I had the exam of the practicum. They said that if the student fails the practicum 3 times, then the student cannot continue the program. When I failed the first time, they set up only me to have the exam with a professor that I was not expected to see. Also, other students had the second test with my clinical professor. All of them passed the test with her. I failed one instrument in the second time with the professor that I was not expected to see. I did not prefer to test with this professor because her behavior made me not to be confident in the test. In this case, the school treated me in different way. After I failed the second time, I asked her to give me a tutor, but she did not give me a Tutor.Then I had to have the third test. Before I had the third test, the clinical never set up any tutor for me in the clinic to help me to improve my skill except I asked a professor to give me about ************************************************************************ to improve. For me, I needed a tutor in the clinic and I could ask many questions for the clinical exam. This would include review and instruction of what positions that I am not comfortable and skilled yet to work. With this instruction, then I could ask an instructor how to properly perform. However, my clinical did not help. As a result, they let me fail third time even if I practiced a lot at home and at school. Later the principal gave me an extra test . I asked him for a tutor prior to the test but they did not give me a tutor. Before I got the 4th test, one professor came to me but she did not help at all. The one I need is to tutor me in the clinical but they did not help. In the 4th test, I thought I did very well. If I did perform mistakes, I thought that I just had 1 or 2. However, they showed me more than 3 mistakes that I did not think I actually made them.Finally, i think this school targeted to kick me out the program in many ways. As the second time of the test, they set up me to test with one professor that I did not expected to see. Also, they did not help me the tutor and let me repeat the mistakes and let me fail although I practiced a lot. They kicked me out in a half of term 1. I made the Presidents list on my qualifying courses for the prior year as requested by Carrington College. I study hard and I am intent on earning now the Dental Hygenist degree with Carrington. Now I can not continue to study. I studied hard in the first two months and my grades of academic classes were A and B.I live in ****************. I had to move to ********** to rent the apartment. I had to spend a lot of money for rent and now I have to continue to pay the rent about $700 a month in a year although I do not live here anymore because I signed the contract a year. Also, I incurred the debt for requisition classes and the first 2 months built up in the amount of about $23k prior to Carrington College kicking me out of the Dental Hygiene program. This school made the policy to kick the student out when they failed 3x the test. I think it is very unfair because i think they did not give the tutor and let student fail as the school target. The school can control to kick the student out any time as they want. They do not care how I studied hard to get in the program and had the debt now. They did not tell us this policy before we applied this program. I just knew when i got it the Dental Hygienist program and they said in the first week. If Carrington College advised me of this 3x practicum fail and ejection from school policy, I would not have enrolled with Carrington College and my time and funds expended in the pre-requisition program of this school. I felt that I was cheated and I fell in their trap when they made in the test of the practicum. I have a Dental Assisting Degree from College of Marin. I am English as a Second Language Learner but still have worked hard and progressed in this profession. I have worked in the dentistry almost 5 years in *************** Clinics.. I could not believe that there is kind of this dentistry school that would treat the student without instruction and guidance and so abruptly terminate and eject a student in this manner. I was so disappointed in the dentistry eduction. Please help me resolve this situation with Carrington College and solve this debt with this school. Thank you!

  Business response

  06/14/2023

  June 14, 2023
  
  Customer Relations Representative
  ***************************************************************************************
  ****************************************************
  
   "Via email"
  
  RE: *******************
  Complaint #********
  
  To Whom It May ********
  
  Thank you for your email regarding *******************. Per your correspondence, ************** alleged that she failed her Clinical Skills Evaluations four times, resulting in her failure of the Introduction to Clinical ******************* course (DH100.1) and, ultimately, her dismissal from the Dental Hygiene program. She attributes her failed attempts at the evaluation to having different evaluators perform the assessment. Additionally,she stated that she received no remediation or tutoring after each failed attempt.
  
  ************** further alleged that she was unaware of a requirement to pass the Clinical Skills Evaluations to complete the Clinical ******************* course (DH100.1).
  
  As a resolution, she has requested a full refund of the tuition paid.
  
  BACKGROUND:
  ******************* started the Dental Hygiene Degree program at Carrington College on March 27, 2023. ************** was withdrawn from the program effective May 25, 2023.  
  
  FINDINGS:
  A review of ****************** concerns has been conducted. Our records indicate that when ************** started the Dental Hygiene Degree program, she received the Dental Hygiene Manual. The Dental Hygiene Manual details the specific requirements for Clinical Skills Evaluations and the impact of failing to meet the requirements (******* A-Dental Hygiene Manual).
  
  Skill evaluations must be passed with a minimum competency by the designated due dates. For any unsuccessful clinic evaluation (completed below the minimum %),students are required to repeat and pass the competency at the given competency % and must be deemed safe to proceed with patient care.
  
  Any student who does not pass one or more clinical skill evaluations will be placed on a success plan and remediation. No more than two additional attempts may be made as part of remediation. These attempts will be for zero points. Failure to pass by the 3rd attempt will result in a failing grade.
  
  
  
  
  
  It was further determined that requirements for passing Clinical Skills Evaluations were outlined within the Introduction to Clinical ******************* (DH100.1) course (******* ******** Policies).
  
  ****************** concern that her success on the Clinical Skills Evaluation was impacted due to different evaluators was reviewed. The review determined that it is standard practice for students in the Dental Hygiene program to be evaluated by a new faculty member for each Clinical Skills Evaluation attempt to ensure an independent evaluation. This practice is applied equally to all students and was not specific to ****************** evaluations.Additionally, as an act of kindness, she was given an additional fourth attempt at the Clinical Skills Evaluations due to her concerns surrounding the evaluator change. ************** was unsuccessful in this attempt.
  
  ************** further alleged that she received no tutoring or remediation after her failed attempts. Our records show ************* received extensive one-on-one tutoring and remediation ******************** Dates).
  
  In a review of ****************** concern that she was withdrawn from the Dental Hygiene Degree program due to the failure of the DH100.1 course, it was determined that ************** was not withdrawn from the program for the course failure. ************** requested a withdrawal from the program on May 26, 2023 **************** Request).
  
  RESOLUTION:
  Based on the review of ****************** concern, we cannot substantiate that she was not made aware of the requirements of passing the Clinical Skills Evaluations to pass the Clinical ******************* (DH100.1)course successfully.  
  
  Additionally, it was determined that she was provided tutoring and remediation for the failed attempts at the Clinical Skills Evaluations.
  
  Based on the review, the request for a tuition refund has been denied.
  
  ************** is eligible for reinstatement into the Dental Hygiene program. If she would like to apply for reinstatement into the program, she can contact *************************** at ****************************************************.
  
  Respectfully,
  
  ***********************
  Manager, Student Affairs
  
  Attached: ******* A,******* B, ******* ** ******* D

• Initial Complaint

  05/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been charged and continued to get sent bills and I'm having a huge issue with them not returning calls. I feel like I am being ignored. No one ever gets back to me and i've tried to contact every number I can get my hands on. They have sent me to a 3rd party now who is threatening to send me to collections if I don't schedule a payment plan with a high interest with them. But they won't tell me when for collections. I was paid for with pelgrants through the school and they had someone that they had fired from the school who had messed that up and they are not taking responsibility of this employees actions. My time there was completely paid for and they can't explain to me why I am now getting a ton of bills in the mail. I can't get a clear answer from them and they won't even respond to me now. Only send me these bills in the mail. My school time that I was there was paid for and the only answer I've gotten is that some people at their headquarters canceled it for some unknown reason.

  Business response

  05/03/2023

   

   Thank you for the communications. We are unable to locate any records of a prior student by the name listed in the complaint. Can the complainant provide any additional personal identification information to assist ** in investigating their concerns?

  Customer response

  05/04/2023

  I am rejecting this response because:

  My name is *************************. If you could please look up that name. Thank you.

  
  

  Business response

  05/12/2023

  May 12, 2023
  
  Customer Relations Representative
  *****************************************************************************************
  ****************************************************
  
   "Via email"
  
  RE: *********************** (********)
  Complaint #********
  
  To Whom It May ********
  
  Thank you for your email regarding ***********************. Per your correspondence, Ms. ****** alleged that upon her withdrawal from Carrington College, she was left with an outstanding balance of $2,842. Ms. ****** stated that she doesnt understand why there is an outstanding balance on her student finance account, as her Federal **** ***** should have covered her cost of attendance. She additionally stated that the balance on her account was caused due to a college employees error.
  
  Ms. ****** further alleged that she had received phone calls regarding the outstanding balance;however, she is not being provided any information about why she has an outstanding balance. She also stated that she could not reach anyone to assist her in understanding the debt.
  
  Ms. ****** is requesting Carrington College resolve the outstanding balance on her student finance account.
  
  BACKGROUND:
  Ms. ****** started the Massage Therapy program at Carrington College on June 6, 2022. Ms. ****** withdrew from the program effective August 25, 2022.
  
  FINDINGS:
  A review of Ms. ******* concerns has been conducted. The review determined that when Ms. ****** withdrew, the unearned portion of her ***************** Aid was returned to the lender based on Carrington College policy (Exhibit A- Academic Catalog).
  
  After her withdrawal, Ms. ****** was provided with a detailed breakdown of her student finance account at Carrington College,including the calculation that resulted in an outstanding balance of $2,842 ********************** Packet). At that time, Ms. ****** was also provided with a Post Withdrawal Disbursement Form authorizing the college to receive a late disbursement of ***************** Aid, which would have covered the outstanding balance on her student finance account (Exhibit ****** Withdrawal Disbursement Form). Ms. ****** did not return the form;therefore, the college could not receive additional funding to satisfy this debt.
  
  
  Our records reflect that a Carringtons Student Account representative has reached out to Ms. ****** to assist her in arranging payments toward the outstanding balance. Our records reflect that the Student Account representative has been unsuccessful in making contact.
  
  Carrington College is unable to substantiate that an error on Carringtons part resulted in the balance on Ms. ******* student account. Additionally, it was determined that Ms. ****** was provided a full breakdown of her student finance account at ********************** and the opportunity to request funds to resolve the outstanding balance.
  
  Due to this, her request for Carrington College to resolve the outstanding balance on her student finance account has been denied.
  
  Ms. **************** contact Carringtons Student Account Representative, ***********************, directly at *************************************** or ************ to make payment arrangements towards the outstanding balance.
  
  Please get in touch with me directly with questions.
  
  Respectfully,
  
  
  
  ***********************
  Manager, Student Affairs
  
  Attached: Exhibit A,Exhibit B, Exhibit C
  

  Customer response

  05/15/2023

  I am rejecting this response because:

   This school refuses to take responsibility for any wrongdoing they have done me. I had to reach out to all of these departments yet they claim that they have reached out to me. All of a sudden I just started receiving bills via mail. I never got any sort of information as they are claiming. Please provide me with evidence of how and when you sent out this document to me. I surely never received it... It is incredibly awful you keep referring me to *******, she also claims they emailed me back in January yet there is no email record?? She has been incredibly unhelpful. She just wants to lock me into some contract with an interest rate for paying off the "debt". And won't even tell me when I will be sent to collections. This is getting to the point where I am going to have to get a lawyer since i'm being messed around with a lot. The evidence you attached is a document that has my signature on it that I have no recollection of and do not have in my documents that I signed with carrington. Please provide me with the evidence of the so called reaching out to me. Because I have only ever had to reach out to you to provide me with evidence why this is happening. 

  Also I never withdrew from the program. I took a leave of absence because I was pregnant and giving birth. This is absolutely ridiculous. This is how you treat students that have families. I'm disgusted with Carrington. 

  
  

  Business response

  05/22/2023

  Thank you for your communications, after further review and additional investigation, it was determined there was no variation from the original findings and response. We now consider this matter closed. 

• Initial Complaint

  05/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello,I was enrolled at Carrington College in the *** program at the *************, ** location, and upon being diagnosed with a couple of disabilities. Unfortunately, I was forced to withdrawal due to my current health circumstances. I then provided the school with all of the diagnosis documentation from my physician, where they were able to complete the withdrawal 9/6/22; however, they charged $2,252.54 for 4 weeks of attendance, and deducted that from a ****** *** loan from which I was initially told by ***** during the financial aid process, that it would not be deducted from the disbursement right away. The school's financial aid department took 3 months to return the disbursement as well as the APR somehow increased from 7% to *****% and accumulated nearly $700 in interest just in the 3 months of not returning the funds to ****** ***. They based the interest off of the total $18,200 that was initially disbursed, and not the $2,252.54 that the school took. Also, they didn't even give me the option to just pay the tuition directly to the school in full. I had been going back and forth with ***** in the financial aid department, who took weeks to return my messages. Then our last correspondence where she had informed me that she sent the concerns up the ladder to her supervisor, but then I sent a follow up email to see where things were at a week later, and I received an auto response that she is no longer with Carrington College. I then reached out to *** who is the head of the school, and received a response from ***** in the admissions department. I provided her with all of the correspondence regarding my concerns, and she informed me that she also sent it to her supervisor, then after 3 attempts of following up, I received an auto email stating that ***** is no longer with Carrington College and to forward all correspondence to an ******************************************** However, I again am not receiving any responses. Now, because of these errors and failure to follow through, the accumulated interest is up to $900 with ****** ***. I am dealing with my disability with many medical bills to pay, and feel this entire process with the school financial aid department has been an utter disaster, and a lot of stress.

  Business response

  05/12/2023

  May 12, 2023
  
  Customer Relations Representative
  *****************************************************************************************
  ****************************************************
  
   "Via email"
  
  RE: *********************
  Complaint #********
  
  To Whom It May ********
  
  Thank you for your email regarding *********************. Per your correspondence, ************** alleged that she withdrew from the institution shortly after she started the Physical Therapy Assistant program at Carrington College. ************** alleged that Carrington College used her ***************** Aid disbursement to pay for her program attendance cost. However, she was told it would not be deducted immediately.
  
  She further alleged that Carrington College delayed returning her ***************** Aid after her withdrawal from the institution, causing her to accumulate up to $900 of interest with her lender, additionally stating that her APR was changed from 7%to 14.99%.
  
  ************** further stated that she had experienced difficulty in receiving communication with the campus regarding the charges.
  
  As a resolution, she has requested a refund of the tuition paid.
  
  BACKGROUND:
  ********************* started the Physical Therapist Assistant Degree program at Carrington College on August 8, 2022. ************** withdrew from the program effective September 1, 2022.
  
  FINDINGS:
  A review of ************** concerns has been conducted. Our records indicate that when ************** enrolled in Carrington College,************** was utilizing Federal Student Aid and a private loan to fund her cost of attendance (******* A-Financial Plan).
  
  When ************** started her program, she was enrolled in a term scheduled from August 8, 2022, thru November 25, 2022. ************* withdrew from the program on September 9, 2022, before the end of the term ******************* Transcript). Per Carrington Colleges published policies, Carrington College provided ************** with a withdrawal packet reflecting any outstanding balance with the institution and her Federal Student Aid Loans status on September 27, 2022 (******* ********** Catalog).
  
  All refunds are calculated according to the last documented date of attendance and issued within 30 days of the withdrawal notification, the date Carrington determines the
  Student is no longer enrolled (whichever is earlier) or as otherwise required by applicable state and/or federal regulations. For a student who fails to return from an authorized leave of absence, the withdrawal date is the student's last date of attendance.
  
  The withdrawal calculations provided to ************* reflected that at the time of her withdrawal from the institution,Carrington College had yet to receive her ***************** Aid. Carrington College canceled the loans with the lender before receipt ********************** Packet). The cancelation of her ***************** Aid left an outstanding balance of $2,252.44 on her student account with **********************.
  
  Our records indicate that ************** private loan funding for $20,404 was certified on August 15, 2022. However, the funds were not posted to her student account until September 28, 2022, a day after her withdrawal calculations were complete. Private loans are not governed under the same policies of ***************** Aid, as they are not Federal Student Loans. Private loans are certified in advance; however, they can disburse after a student is withdrawn to cover any outstanding balances with the institution.The private loan received after **************' withdrawal was utilized to satisfy the outstanding balance of $2,252.44 on her student finance account (*********- Ledger). 
  
  A review of ************** concern that she was advised that the cost of attendance would not be deducted from the loans right away was conducted. The review determined that because ************** withdrew mid-term,it created an outstanding balance on her student account. Once received, her private loans were used to satisfy the debt. The timing of the deduction from the loans would have been extended had ************** remained actively enrolled during the course.  
  
  A review of the change in ************** interest rate was conducted. It was determined that the interest rate and terms of loan repayment for ************** private loan are based on a contract between ************** and her lender. ************** will need to communicate directly with her lender regarding this concern.
  
  We cannot substantiate the concerns that Carrington College failed to cancel her Federal Student Aid Loans within the published time frame resulting in additional charges from her lender.
  
  Based on the review, the request for a tuition refund has been denied.
  
  Carrington College apologizes if there were any delays in communication with the campus.
  Please get in touch with me directly with questions.
  
  Respectfully,
  
  ***********************
  Manager, Student Affairs
  Attached: ******* A,******* B, ******* ** ******* D

  Customer response

  05/12/2023

  I am rejecting this response because:  The response to my complaint is inaccurate, the ***************** Aid was not disbursed.  It was the ****** *** loan (private loan) that was disbursed, and they have informed me that because the funds were not returned for 3 months, where the school is responsible for returning these funds, that because of this delay, I am stuck with the interest accrued for that 3 month period.  It displays on the financial plan that interest would not begin until "6 months after leaving school", so I don't believe I should be responsible for the interest accrued within that 3 month period due to the school taking their time to process the withdrawal calculations.  I have thoroughly spoken with **************** regarding the interest accrual and I even applied for a forbearance, for which they have denied because again, they explained that it is "the schools responsibility to return the funds".  Also, as I stated in my complaint, during this process of the withdrawal, I wasn't even provided the option to pay the school outright for the $2,252.44 which would have avoided this interest accrual in the first place.  However, because of their delay of processing the return funds, I am now responsible for the 3 months of interest.  I feel these are careless and unethical practices that I was initially misinformed about when the interest begins accruing (6 months), and especially for someone who has had to withdrawal due to disability.
  

  Business response

  05/22/2023

  Thank you for your communications, after further review and additional investigation, it was determined there was no variation from the original findings and response. We now consider this matter closed. 

• Initial Complaint

  04/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I attended Carrington College Westside in *******, ** 2009-2011. During the course of my schooling I switched programs from Radiology to Nursing. When I switched programs Carrington failed to refund me for a set of classes that I never attended as I was in trasition of switching programs. Thsi error caused me to have to pay thousands of dollars out of pocket during the remainder of my schooling. I recently inquired with Carrington College about my financial ledger when I was a student, and after reviwing my ledger, it is apparent that very suspicious and fraudlent charges were performed 8 months after I graduated and had an affiliation with the school. I graduated November 2011 and in June 2012 a series of credits were on my ledger from the class that they finally credited as well as "refunded payments" that were never refunded to me as the ledger states. ****** then refunding this money to me as it should have been, there created a series of account transfers and fake charges to make the account look like it had a zero balance. I had been speaking with ******************* through email regarding the matter, but she has failed to further acknowledge my concerns and has stopped repsonding. I have asked repeatedly whom I would speak with to get clarification on the matter and have gotten no response. I need someone to further review the last several transactions on my ledger and refund me the amount necessary. I am attaching my ledger as well for review.

  Business response

  05/08/2023

  May 8, 2022
  
  Customer Relations Representative
  *****************************************************************************************
  ****************************************************
  
   "Via email"
  
  RE: *****,***********
  Complaint #********
  
  To Whom It May ********
  
  Thank you for your email regarding *********************************. Per your correspondence, ************************** alleged that upon switching programs while enrolled at Carrington College, he was charged for a set of classes that he did not attendadditionally, stating that he was not provided refunds as reflected on his ledger and that there were fraudulent charges on his account. He further alleged that Carrington College failed to acknowledge his concerns and stopped any return communications.
  
  As a resolution, he has requested a refund of the tuition paid and additional communication from the institution regarding his student finance account transactions. 
  
  BACKGROUND:
  ************************** started the Medical Radiography program at Carrington College on December 8, 2008.************************** withdrew from the program effective January 29, 2010. ************************* then started the Associate of Science in Nursing program on March 22, 2010. ************************** graduated from the Associate of Science in Nursing program on November 4, 2011.
  
  FINDINGS:
  A review of ****************************** concerns has been conducted. The review determined that ************************** contacted Carrington College in March 2023 regarding these concerns. At that time, his student finance account was thoroughly reviewed. The findings of this review were provided to ************************** in April 2023 (Exhibits A & B- ***** Communications).
  
  Our records reflect that on May 5, 2023, in response to ****************************** additional communications, he was provided with a thorough analysis of his student ledger and a review of each transaction in question (Exhibits C- ***** Communications).
  
  
  
  
  
  
  We are unable to substantiate ***************************** concerns regarding incorrect or fraudulent charges on his account. The review determined that all claims made by ************************** were investigated. It was also determined that the analysis of his concerns validated that our findings were consistent with the policies and procedures at that time.
  
  Due to this, his request for a tuition refund has been denied.
  
  
  Please get in touch with me directly with questions.
  
  Respectfully,
  
  
  
  ***********************
  Manager, Student Affairs
  
  Attached: Exhibit A,Exhibit B, Exhibit C
  

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