Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/13/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  So, when I first spoke to a sales agent from filling out the information on the full sail website to be contacted for classes. I was told I would be getting a Macbook Pro. Now this was 2 months before I was to start which I started on Jan. 6 2025. Then I reach out to find out which Macbook I am receiving because I noticed on the Full Sail ******* channel, guys in my class were receiving a Macbook AIR. Now That is a huge price difference from a Macbook Pro. For one a Macbook Air does not have a fan inside of it, and for my class. Cinematography, I will be doing a lot of editing. So my complaint is, when I was QUOTED, the price of Macbook PRO im CERTAIN was in the price. Come to find out I am receiving a way different and cheaper laptop lol. I know the website says subject to change however, the we are going to go off of what we are TOLD over the phone. This is basically false advertisement, I would either like the money sent back to me from my government funds for the price difference. Otherwise this is an issue, and I truly do not want this to happen to some poor teenaged kid without a pot to go in.

  

  Business Response

  Date: 02/24/2025

  Thank you for your email notification on February 14, 2025, regarding case #********. We appreciate the opportunity to respond.
  
  The complainant has concerns with the Project LaunchBox computer for his program of study. For reference, the complainant was notified during the enrollment process that he would be receiving a MacBook Air on November 26, 2024. This information was provided again when the student inquired on January 25, 2025 about his computer, and the school responded on January 27, 2025 confirming that he would be receiving the MacBook Air for his program of study.
  
  While we do not agree with the complainants characterizations of the University, our intentions are always to support students through their academic journey. We encourage the complainant to work with his advisor to address his specific concerns.
  
  We hope that the information provided here addressed the complainants concerns, and we wish him much success in his future academic endeavors. 
  
  

• Initial Complaint

  Date:01/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Applied for computer Science program through the Full-sail One portal. All 24-task were complete on November *******. Semester class starts on February ******. Admissions refuse to certify enrollment with the ****************************** . Being Emergency-Medicine resent I submitted four college transcripts,High school transcripts,*************************** transcripts. I was told by ********** support agents my Math review was completed and submitted I passed the tests being a Physician.

  

  Business Response

  Date: 02/03/2025

  Thank you for your email notification on January 21, 2025, regarding case #********. We appreciate the opportunity to respond.
  
  The complainant has concerns with the enrollment process at the University. For reference, the complainant applied for the Computer Science, A.S. online program. The complainant did not complete all of the required enrollment items to start the program or to be certified to receive his Veteran Affairs Benefits. 
  
  While we do not agree with the complainants characterizations of the University, our intentions are always to support students through their academic journey. We encourage the complainant to work with his enrollment advisor to address his specific concerns.
  
  We hope that the information provided here addressed the complainants concerns, and we wish him much success in his future academic endeavors. 
  
  
  

• Initial Complaint

  Date:01/18/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of Transaction: Enrollment in July 2024, ongoing.Amount Paid: Thousands of dollars in student loans and federal aid.What Was Promised: A structured and fair learning experience in an Associates/Bachelors degree program for Artificial Intelligence with adequate instruction, support, and reasonable expectations.Nature of the Dispute:Unrealistic Expectations for Beginners: As part of the AI-focused program, Full Sail University starts students in Programming I and II with C++a notoriously difficult language for beginners. The pacing and teaching methods do not align with a beginners level. Lectures are cut short, critical concepts are glossed over, and students are left to fend for themselves with overly complex assignments.Unequal Treatment: Online students receive less attention compared to on-campus students. For example, lectures are shortened or canceled for online students to prioritize on-campus quizzes. Online students questions are frequently ignored during live sessions.Misleading Curriculum Structure: The degree program includes irrelevant filler classes like "Creative Presentation" and "The Psychology of Play," which do not contribute to the technical skills needed for AI or programming. These classes are wasting student loan funds and valuable time that could be used to teach essential programming basics and computer science principles.Low Graduation Rates: Full Sails published graduation rates are alarmingly low for several programs, including computer science. For example, the *************** program had a 12% graduation rate last year, and the ** ******* program had zero graduates Instructor Negligence: One professor explicitly stated, I dont get paid more if you graduate, showing a lack of incentive to support students. The same professor often ignores questions from online students while addressing those from on-campus students An external review of Full Sail's curriculum and teaching practices for accreditation compliance.

  

  Business Response

  Date: 01/30/2025

  Thank you for your email notification on January 18, 2025, regarding case #********. We appreciate the opportunity to respond.
  
  The complainant has concerns with the educational services provided. For reference, the complainant enrolled in the Computer Science, Associate of Science online degree program on July 1, 2024. He states concerns with the curriculum and faculty. Our records indicate that the complainant has not filed any internal complaints with the institution. With regard to the curriculum, the University maintains a high standard for curriculum development, oversight, assessment, and approvals. The courses are sequenced developmentally to allow for progressive attainment of the knowledge and skills. The GEN1011 Creative Presentation and DEP1013 Psychology of Play courses are required general education courses for a degree program. With regard to faculty, the University responds that it follows a prescribed faculty credentialing protocol as required by our internal policies and regulatory requirements. Faculty must exhibit both academic and professional qualifications related to the course(s) they are assigned to teach, and all faculty are required to complete a minimum of 16 hours of continuing education annually to hone their skills as educators and industry practitioners. We encourage the complainant to provide his Academic Advisor with additional information regarding his interactions with particular faculty members in order for the University to review his concerns more fully. We also understand that the complainant is considering transferring to a different academic program. Our **************************** is available to discuss his options on change of enrollment.
  
  While we do not agree with the complainants characterizations of the University, our intentions are always to support students through their academic journey. We encourage the complainant to work with his Academic Advisor and Program Director to address his specific concerns.
  
  We hope that the information provided here addressed the complainants concerns, and we wish him much success in his future academic endeavors. 
  

• Initial Complaint

  Date:01/07/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They assert that my degree diploma was sent on December 13, 2024, but as of January 7, 2025, I have not received it. I am currently seeking employment, and the government organization I applied to requires the degree itself, not merely the transcripts. When I reach out via phone, I encounter a lack of assistance and constant delays. I am facing over $20,000 in debt, and they continue to provide excuses for not sending my degree. I plan to escalate this matter to the *************** of Education.

  

  Business Response

  Date: 01/09/2025

  Thank you for your email notification on January 7, 2025, regarding case #********. We appreciate the opportunity to respond.
  
  The complainant had concerns with the shipment of his diploma. The University investigated this matter and found that the diploma was shipped under its normal shipping process; however, when we originally learned that the graduate had concerns about the delivery of his diploma package, our team was unable to verify the complainants mailing address. We have now been able to confirm the complainants mailing address, and another diploma package has been shipped to the address provided. The package has been shipped with overnight delivery and signature requirements to confirm its proper delivery. The package includes the graduates diploma, transcript, and diploma cover to protect the documents.
  
  We hope that this information was helpful in addressing the complainants concerns, and we wish him the best in his future endeavors.
  

• Initial Complaint

  Date:12/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My name is ******* ******** and Student Number: is ********** I need to know if I was fully accepted into yall school or not different agents keeping telling me I was accepted and my diploma and transcript was accepted and some told me they didnt see it on file or it was rejected please help me etc.

  

  Business Response

  Date: 01/03/2025

  Thank you for your email notification on December 23, 2024, regarding case #********. We appreciate the opportunity to respond.
  
  For reference, the complainant began the enrollment process in January 2020. At the time, he was informed that the documents he submitted did not meet our admission requirements. If the complainant would like to re-apply to the University, our enrollment team is available to assist him.
  
  We hope that this information was helpful in addressing the complainants concerns, and we wish him the best in his future academic endeavors.
  
  

  Customer Answer

  Date: 01/03/2025

   
  Complaint: 22723702
  
  I am rejecting this response because: How about for my new application in 2025?
  
  Sincerely,
  
  ******* ********

  

  Business Response

  Date: 01/14/2025

  Thank you for your email notification on January 6, 2025, regarding case #********. We appreciate the opportunity to respond.
  
  The complainant applied again to the institution on January 17, 2024; however, as communicated to him at that time, the documents he submitted did not meet our admission requirements. The complainant was advised that he would need to complete and pass the Tests of General Educational Development (***) to meet our admission requirements. Our admission and enrollment teams are available to assist the complainant should he have any additional questions or need information about the *** process.
  
  We hope that this information was helpful in addressing the complainants concerns, and we wish him the best in his future academic endeavors.
  
  

• Initial Complaint

  Date:11/20/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The school claims to be the industry leader but no other schools accept their credits, no even themselves. I have been repeating course work for months because I changed my degree. All of the classes I am currently taking are just repeats of ones I already did. The school also uses you tube (which I don't think they are paying the creators for their work and that seems pretty scummy) to an extreme amount to the point where I am watching more you tube than participating in my classes.

  

  Business Response

  Date: 12/02/2024

  Thank you for your email notification on November 20, 2024, regarding case #********. We appreciate the opportunity to respond.
  
  For reference, the complainant first enrolled in the ************ Bachelor of Science online program on August 3, 2020. He then transferred to the Digital Cinematography, Associate of Applied Science online program on November 21, 2022. The complainant recently transferred to the ********************* Associate of Applied Science online program on August 5, 2024.
  
  In review of the complainants file, we learned that the complainant did receive transfer credit for prior coursework upon his original enrollment at the University. He also received transfer credit for the completed Full Sail coursework that applied to his new programs when he transferred. Additionally, the Universitys Transfer Credit policy clearly describes its transfer process and the transferability of credits to all prospective and active students in both the Catalog and the Enrollment Agreement, which the complainant signed prior to beginning his programs of study.
  
  The Enrollment Agreement explicitly states:
  
  Transferability of Credit
  The transferability of credit from FULL SAIL to another institution is at the discretion of the accepting institution. It is the STUDENTs responsibility to confirm whether or not credits will be accepted by another college.
  
  The University would be more than happy to work with the complainant and the institution of his choice to supply any additional information with regard to course curriculum and faculty so that a fair transfer decision can be made by the accepting institution. The complainant, or the accepting institution, may contact Full Sails ******* Records Services Manager for assistance. Our ******* Records Services Manager may be reached at ************.
  
  The complainant also has concerns with the Universitys educational quality. In response to these concerns, the University provides all prospective and current students with access to the Universitys Catalog, which includes information on each programs objectives, outline, and course descriptions. Each student signs an enrollment agreement prior to starting their degree program that indicates that the student has read and understands the Universitys Catalog. The University fully disclosed the degree programs description and objectives prior to the complainant signing the enrollment agreement.
  
  Our faculty are required by our accrediting body to hold appropriate academic credentials and a minimum of 4 years of professional work experience in the program area in which they teach. Our faculty are also required to take part in the Universitys ongoing continuing education program where they strengthen their teaching methods and stay current in their respective fields. As part of the programs curriculum, students may be asked to complete tasks such as reviewing course materials, including videos, and creating videos themselves. Group work and networking such as the use of cameras, social media, software and technology may be part of students curricula, particularly in the entertainment media and emerging technology fields in which we prepare students. It is common for students to be asked to review online media, write papers, create art, collaborate with peers and present their ideas in a variety of media formats.
  
  Though we do not agree with the complainants overall characterization of Full Sail, we certainly take his experiences seriously. However, as indicated in our Catalog, a students dissatisfaction with or non-receipt of educational services offered by the University does not excuse the student from repayment of any private loan, ****** federal loan, or other loan whatsoever made to the student for enrollment and completion of training at the University. The complainant has attended the University, received the agreed upon educational services, and was charged accurately per the terms of his enrollment agreement. 
  
  We hope that this information was helpful in addressing the complainants concerns, and we wish him the best in his future academic endeavors.
  
  

• Initial Complaint

  Date:10/17/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Based on the interactions that I had with people from the admissions Department people from the financial aid department and what was told to me about the program I was looking to take and about the cost for each term and about my financial aid and everything else those people I guarantee you that school is committing fraud with students Federal loans they tried to do it to me thank God I caught on to what they were doing in time to not let it happen to me if somebody can call me I would be more than happy to explain everything in full detail

  Customer Answer

  Date: 10/17/2024

  They changed my FASFA password today...Chree from admissions is taking IT Cyber Security courses and I know it had to be her. She had asked me a few days ago which email I was using for ***** she said that she noticed that I had a couple of different email addresses and it didn't completely occur to me at the moment but it did later I've never communicated with them from any other email besides the one that I always use which is not the same one I use for FAFSA because I set my ******** account up several years ago and that's a whole different email address and my password has been the exact same password for all these years until today. When she asked me about my ***** email she said that she was going to use that one from now on to communicate with me and that she would updated in the system but then when the woman from financial aid contacted me she contacted me to the same email I had been using with them so I guarantee you that's why she asked me for that email address.

  Customer Answer

  Date: 10/17/2024

  Also I contacted an attorney today about this situation and I've called the US Department of Education and the Inspector General and I reported them to the ************** website and I'm not going to stop until somebody does something about this what they're doing is not right and it's beyond just telling lies and misrepresenting the school it's also fraud it's also harassment it's abusive and it's going to stop I will not stop until somebody does something about that place

  Customer Answer

  Date: 10/17/2024

  I just attached two screenshots from earlier this evening when I found out that my FAFSA had been changed and then my account was locked. Another thing I was going through emails that I had gotten from them over the past several months and several of those are clearly email fishing you can see that they've covered words with other words like overlaying only where a link was concerned they kept telling me to click here to go and update my FASFA form and I never would click on it obviously cuz I'm not a f****** idiot but yeah got to be careful what you do what emails are open who you give your information to who you trust anymore because this world is full of some pretty horrible people

  

  Business Response

  Date: 10/30/2024

  Thank you for your email notification on October 17, 2024, regarding case #********. We appreciate the opportunity to respond.
  
  For reference, the complainant was a prospective student at the University who was engaged in our enrollment process.
  
  In review of the complainants file, we learned that the complainant was working with our enrollment team to provide the required documentation for enrollment. Our records indicate that she inquired about her estimated award letter for financial aid and that our financial aid team responded to answer her questions. She then notified the University that she was no longer interested in pursuing enrollment at Full Sail. While we disagree with the complainants description of the University, we understand that her decision regarding enrollment has changed. We are also available to answer any questions the complainant may have regarding our educational programs and the financial aid that may be available to her. 
  
  We hope that this information was helpful in addressing the complainants concerns, and we wish her the best in her future academic endeavors.
  
  

• Initial Complaint

  Date:08/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm sorry about not attending the college online but I had health issues and deaths in my family. I can't afford to pay if you can accept my apology then let me know

  

  Business Response

  Date: 08/16/2024

  Thank you for your email notification on August 4, 2024, regarding case #********. We appreciate the opportunity to respond.
  
  For reference, the complainant enrolled in the Music Production, Bachelor of Science online program on April 3, 2023, and was administratively withdrawn on November 21, 2023.  
  
  The complainant states that she could not complete her program of study due to personal, extenuating circumstances and cannot pay her balance owed to the institution.  
  
  In review of the complainants enrollment records, she was charged correctly and in accordance with the terms of her enrollment agreement, which she signed prior to starting her program of study. In consideration of the complainants circumstances, the University has chosen to adjust the complaints balance owed to the University and remove the repeat of a course fees. This decision was made as an act of good will and was not an admission of error or wrongdoing on our part. After this adjustment, the complainants remaining balance to the University is $0. The complainant remains responsible for any loan obligations. An updated ledger reflecting this adjustment will be mailed to the complainant.
  
  We hope that this information was helpful in addressing the complainants concerns.

• Initial Complaint

  Date:08/02/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sign up for Full Sail University Music Production Bachelors program in November in 2012. I gave all the information they needed from *********** name, address, dates, the request for this went on till April 2013, got approved for all my ****** and Student loans, Grants. after that, there was no more request for high school transcripts. I was enrolled into the ********************* and graduate 1987! for some reason Full Sail did not acquire the necessary transcripts, so I called the **** to find out what's going on, they couldn't find my transcripts from ********* because most of their records was lost due to school closures and district closing. Full Sail University said nothing to me about this! Until May 2014, when I was expecting to Graduate. I receive the phone call stating due to the fact we could not attain your Transcripts you will not be graduating and will be dropped from the program after taking the ****** Student Loans, Grants and did not receive what I signed up for! now I have all these loans that I will not pay because I didn't receive my Bachelor Degree, but they show did get their money! I was upset and heartbroken because I was proud to be a Full Sail Student and the achievements I was doing, so yes Shame on them on Misrepresentation of the School

  

  Business Response

  Date: 08/16/2024

  Thank you for your email notification on August 3, 2024, regarding case #********. We appreciate the opportunity to respond. 
  
  For reference, the complainant enrolled in the Music Production, Bachelor of Science online program on November 19, 2012, and was administratively withdrawn on August 14, 2014.  
  
  The complainant claims that he was prevented from graduating due to incomplete enrollment documents. In review of the complainants student records, the University found that the complainant provided the appropriate enrollment documents at the time of his enrollment in 2012. He was administratively withdrawn from the program in August 2014 due to not meeting the requirements of satisfactory academic progress. The University communicated with the complainant after his withdrawal to discuss his options for returning. At that time, University staff informed him that new enrollment documents would be needed to meet the current admission requirements. The complainant was not denied graduation from his academic program due to enrollment documents. We hope that this information was helpful in addressing the complainants concerns.
  

• Initial Complaint

  Date:07/25/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  . I have had some difficulty with getting on track with being a single father going through a divorce and losing my little brother to an overdose in the beginning of my enrollment and I struggled to get by. I finally get to a point where im stable mentally and was able too focus and get the work done. Last month I failed my class due to my dates on the server page being incorrect causing m,e to fail my class when I was on track to passing it. I had to retake the class and I was on the last week with a 82 in the course when I was dropped from the school. I talked to student advocacy they told me they wouldn't help me and that I needed to just fail the class and then they would see what options would be open to me.they suggested to just fail cause I iu was apparently going to get no help from the school for some reasonJust like all there other times I wasn't getting any type of help form this school after receiving my tuition. you have to teach yourself the teachers won't even responds back too you to explain what your doing wrong so you can improve, i I even tried to switch programs before all this happened about 5 months ago and was told no they wouldn't change my course because they just didnt want to. Nope I was being denied This is just all a total mess and with the neglect I received fro the school the dropping me from my course just as I was improving is unethical and poor Buisness practices for a for-0profit school such as full sail. They could have responded to buy numerous complaints and calls, my reaching out to teachers for help, the emails, phone calls something. But the only response I got was a dropping from the program response. I want the rest of my tution sent back to me since Im being dropped do the right thing dont keep my money and drop me put a check in the mail and send that back or keep me enrolled if your keeping it

  

  Business Response

  Date: 08/07/2024

  Thank you for your email notification on July 26, 2024, regarding case #********. We appreciate the opportunity to respond.
  
  For reference, the complainant enrolled in the Game Art, Bachelor of Science online program on April 3, 2023, and was administratively withdrawn on July 26, 2024.  
  
  The complainant claims that he did not receive academic support during his enrollment. However, our records indicate otherwise. Each time the complainant reached out to our faculty and staff, they responded. Often our staff and faculty members were not able to connect with the student or were unable to leave a voicemail message on his phone. The complainant was also offered assignment extensions, tutoring services, and strategies for academic success. Unfortunately, the complainant had both attendance and academic progress issues, which ultimately led to his administrative withdrawal.
  
  In review of the complainants enrollment records, he was charged correctly and in accordance with the terms of his enrollment agreement, which he signed prior to starting his program of study. While we disagree with the complainants characterization of the University, we understand that he faced many challenges during his enrollment. We continue to offer support and guidance should the complainant want to return to his studies when the timing is right for him.
  
  We hope that this information was helpful in addressing the complainants concerns.