ComplaintsforFull Sail University

• Initial Complaint

  01/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In the year of 2022, I was attending Full Sail University online. This was my very first experience with being in a college. But many things had me concerned about my decision. For instance, the college never did placement tests to know where an individual is at in math, science, English etc. instead they just threw me into a class and that was it. After so many months, I was having internet issues and tried to explain my situation with the college, hoping they would understand. My classwork never reached them, and thus resulted in kicking me out of the program and opening up many loans under my name without my permission or knowledge. This has ruined my credit and possibly my chances to get into a college that would actually give me the knowledge I wanted to pursue in a career. I would love to see how this situation can be resolved and restore my decisions to accelerate my studies at a different college that is in the town I live in as well as fix my credit.

  

  Business response

  01/12/2024

  Thank you for your email notification on January 3, ****, regarding case # ********. We appreciate the opportunity to respond.
  
  For reference, the complainant enrolled in the Game **** ******** of Science online program on February 28, 2022. The complainant withdrew from the program on March 3, 2023.
  
  After receiving this complaint, the University reviewed the complainants file, which includes correspondences between the complainant and our faculty and staff. We also spoke with Full Sail staff members who had information regarding the complainants enrollment at the University.
  
  After reviewing the complainants circumstances, we found that the complainant was charged correctly for the terms of her enrollment and withdrawal date in accordance with the enrollment agreement that she signed prior to beginning the program. ********************** notes that she was not given a placement test for enrolling in her program of study. The University responds that there is no placement test requirement for her program of study. Furthermore, our records indicate that ********************** did not meet the Universitys Maintaining Satisfactory Progress policy requirements during her enrollment. While the University outreached to ********************** on multiple occasions regarding her academic progress, our records indicate that she did not respond to our efforts and ultimately did not improve her academic standing. She was also fully informed of the terms of her loans, which she affirmed when she completed the loan entrance counseling and signed the master promissory note for her federal loans.
  
  We hope that this information was helpful in addressing the complainants concerns, and we wish her the very best in her future endeavors.

• Initial Complaint

  12/31/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  In the summer of 2023, I began the enrollment process at Full Sail University Online. I was supposed to complete the enrollment process and begin for the summer session in 2023. They provided an electronic checklist via their online portal and I completed the items as they were requested. One of the questions regards criminal history, I answered that I did have a criminal history since over 5 years ago I did have a criminal charge. I was instructed to pay for a background check from a place they work with, even though I have a copy of my background check from a verified background checking company that is an accurate account of my criminal background. They would not accept my copy, so I paid for the one from the company they listed for $30. My background check came back with no history, so I uploaded the document as requested and explained that I would attach my other copy of my background check from the company I had previously attained it from. The enrollment process was delayed due to this discrepancy. Then in August 2023, I was pushing for the fall 2023 enrollment. Again, my background check was an issue. I called and wrote emails trying to get this fixed and to no avail. Finally, in the fall I was temporarily accepted into the fall session due to my persistence and irritation of my background check not showing a record holding me back from enrollment, though I had said I had a history and had provided proof of my criminal history. Then the school was going to withdraw me due to other admission issues after I had been approved to start my courses. 3 months worth of back and forth communication over a discrepancy in my criminal history not coming up in the background check that they told me to get from their listed company differing from my admission of a criminal history, should not happen. I ended up enrolling in a different college within 2 days of requesting the information and without any issues whatsoever. Full Sail did try to process charges through financial aid though they had accepted me, and then days later were not going to let me attend the courses due to other documentation issues they supposedly found and needed cleared up. I felt that I was strung along for 3 months and charged money for nothing, due to their inability to clear up a discrepancy in the criminal background part of their admission process. This needs to be addressed and fixed, so the next person does not get held back for being honest not matching with the criminal background check report they accept as documentation. Furthermore, I believe that I should be refunded for the money I had to spend on transcript requests, criminal background check, and application fees due to the headache I went through with this school. I had to pay double the transcript requests, due to their failure to fix this error and I have 2 schools that require $10 per transcript, so that was $40 right there, on top of the $32.95 total that I paid for their required background check, and then $10 for the beginning application process to start.

  

  Business response

  01/16/2024

  Thank you for your email notification on January 3, ****, regarding case #********. We appreciate the opportunity to respond.
  
  Upon receiving this complaint, the University reviewed the applicants file and spoke with Full Sail staff members who had information regarding the applicants enrollment process at the University.
  
  For reference, the applicant applied for enrollment, but did not complete the enrollment process. 
  
  Per the University Catalog, all applicants must submit the completed application and fulfill all the requirements therein. As part of our enrollment process, applicants who disclose a prior offense are required to submit supporting documentation, and based on the documentation provided, a national criminal background check is required. This policy is applied to all applicants who disclose a prior offense during the enrollment process.
  
  Though we do not agree with the applicants characterization of Full Sails actions, we certainly take the applicants concerns seriously.
  
  We wish this applicant much success in all future academic and professional endeavors. 
  

  Customer response

  01/16/2024

   
  Complaint: 21075553
  
  I am rejecting this response because: The response to my complaint is exactly the issue. I COULD NOT COMPLETE THE APPLICATION PROCESS DUE TO THEIR INEFFICIENCY. I spent months doing EVERYTHING they requested and my applications kept flagging due to my honesty and my recent background check through their recommended company not validating that I had a criminal history. The whole thing is truly a small error that could have easily been addressed and fixed but nobody to the initiative, and nobody could tell me valuable and correct steps to take in order to resolve the issue. Honestly, I should have just given up after the issues arose the second time, but I really wanted to get the degree offered through Full Sail. I see now that they have no interest in the student/consumer. This response is a complete slap in my face after I completed the task lists 100%, was 100% honest, and for months I kept doing the same application process time and time again. So for them to place the blame onto me and not even acknowledge the issue is something that should be addressed and fixed on their end, not even for me but for future students, is completely disrespectful. I was only disappointed in their inefficiency prior to this response, now I am disgusted and beyond irritated. A business that cannot acknowledge their errors, failures, or misdoings is not the type of company that anyone wants to deal with and I really hope that they actually make changes in their application process so this doesn't happen to anyone else. So much for them having such a high level of integrity at Full Sail - maybe a few business ethics courses should be taken, not just sold. 

  Sincerely,
  
  *********************

  

  Business response

  01/25/2024

  Thank you for your email notification on January 16, ****, regarding case #********. We appreciate the opportunity to respond.
  
  Upon receiving this notice, the University again reviewed the applicants file and spoke with Full Sail staff members who had information regarding the applicants enrollment process at the University.
  
  For reference, the complainant applied for enrollment, but did not complete the enrollment process. The complainant did submit the requested documentation for her prior offense on August 22, 2023; however, this was not the reason for her Admissions file to be deemed incomplete. The applicants prior offense documentation was approved. She moved forward in the enrollment process. She did not complete her Admissions file by the deadline provided in the Trial Period and was therefore reverse enrolled.
  
  Though we do not agree with the applicants characterization of Full Sails actions, we certainly take the applicants concerns seriously.
  
  We wish this applicant much success in all future academic and professional endeavors. 
  

• Initial Complaint

  12/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was in full sail University I didn't finish my degree because I got really busy and now they are forcing me to pay back $9k

  

  Business response

  01/16/2024

  Thank you for your email notification on January 3, ****, regarding case #********. We appreciate the opportunity to respond.
  
  For reference, the complainant enrolled in the Audio Production, Bachelor of Science online program on June 26, 2023. The complainant withdrew from the program on September 4, 2023.
  
  After receiving this complaint, the University reviewed the complainants file, which includes correspondences between the complainant and our faculty and staff. We also spoke with Full Sail staff members who had information regarding the complainants enrollment at the University.
  
  In review of the complainants circumstances, we found that the complainant was charged correctly for the terms of his enrollment and withdrawal date in accordance with the enrollment agreement that he signed before beginning the program. Based on the Universitys refund policy, ************** was charged accurately for his date of withdrawal.  
  
  In review of the complainants circumstances, the University has chosen to adjust the complaints balance owed to the University and only charge 25% of Semester 1. 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 $179.22. 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, and we wish him the very best in his future endeavors.

• Initial Complaint

  11/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I only was enrolled in the bachelors for creative writing through full sail for 5 weeks. The class that I attended was simply an online group class that was a joke and I learned nothing from it. I was supposed to receive a project launch box which included an Apple computer I never received that yet I'm getting charged for it and I owe over $15,000 now and literally have nothing to show for it and received nothing for it. The school is a joke it's fake it's not even fully accredited they're just ripping people off and I'm no different from anybody else that's made the unfortunate mistake of enrolling in the school. It even says in their policy that they do a refund or partial refund if somebody drops out and I dropped out on the 5th week and they told me that I don't get anything I literally received nothing from them and they have my first disbursement of almost $5,000 and now I owe over $15,000 literally for nothing this place is a criminal establishment that rips people off and steps on people's broken dreams making money off them taking their government money I can't believe that FAFSA actually gives these people money is the worst thing I can't believe this is happening to me.

  

  Business response

  11/27/2023

  Thank you for your email notification on November 14, 2023, regarding case #********. We appreciate the opportunity to respond.
  
  Upon receiving this complaint, the University reviewed the student’s file and spoke with Full Sail staff members who had information regarding the student’s enrollment at the University.
  
  For reference, the student enrolled in the Creative Writing, Bachelor of Fine Arts degree program on August 28, 2023 and withdrew on September 30, 2023. After reviewing the complainant’s circumstances, we found that the he was charged correctly per the terms of his enrollment and withdrawal date. The University applied the tuition charges in alignment with the terms of the Enrollment Agreement, which the complainant signed prior to starting his program of study. The University can also confirm that it applied its published refund policy correctly upon the complainant’s withdrawal.
  
  In review of the complainant’s circumstances, the University has chosen to waive the $9,431.00 balance owed to the University. 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 complainant’s remaining balance to the University is $0. The complainant remains responsible for any loan obligations.
  
  Though we do not agree with the complainant’s characterization of Full Sail, we certainly take his concerns seriously.
  
  We wish the complainant much success in all future academic and professional endeavors. 
  
  
  

• Initial Complaint

  09/18/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I totally resent getting a phone call for a 2nd Sunday morning when I am at church. I think you are very disrespectful even after I have expressed concern that explicitly not to call again because I am no longer interested in pursuing further education.

  

  Business response

  09/25/2023

  Thank you for your email on September 18, 2023, regarding case # ********. We appreciate the opportunity to respond. Upon receipt of this concern, the University took swift action to review the complainant’s provided contact information. The provided contact information has been added to our Do Not Contact list. We apologize for any inconvenience this may have caused the complainant. Our intention is to only contact individuals who request information.

  Customer response

  09/26/2023

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

• Initial Complaint

  08/02/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I was enrolled to begin classes July 31st, 2023 for their Online Bachelor’s Degree in Computer Animation within the Art & Design category. One week before the start date, I had discovered that the students within the Art & Design programs were in fact receiving nearly 4 year old laptops through the Project Launchbox the school forces students pay for, through a Full Sail Facebook group. During admisssions, I was informed that the laptop I would be buying was a MSI Raider GE78HX, which is State of the Art and the best model from MSI at this time. Upon investigation, it was revealed that I, and every other student within the Art & Design programs, were in fact paying for a 2020 Raider GE66, whilst students in all other applicable programs were getting the Raider GE78HX or the brand new M2 Macs. When I called Full Sail about this issue, I was given many different answers as the only help I could seem to reach, were just students working from home for FS. Finally, I reached out to the FS Tech support and there, they barely had any information on the Laptops full specifications, but was able to verify that it was indeed the old Raider GE66 models that were being sent out to the students of these programs. Upon comparing tuitions, Computer animation online is higher than all other programs at $63,000 for 2 years, yet was receiving the worse tech the school had. After finding out I was lied to, in what one could only describe as shady enrollment tactics, I asked for the school to omit the laptop as I already had a PC well above the requirements to participate in the program’s curriculum. I was informed that I could neither omit the laptop, nor opt out for the GE78HX instead. Therefore, I decided to withdraw my enrollment. Full Sail University says they offer State of the Art tech within their programs but are instead, profiling the Art & Design students and forcing them pay for dated laptops many models behind the current and up to date versions.

  

  Business response

  08/14/2023

  Thank you for your email notification on August 2, 2023, regarding case #********* We appreciate the opportunity to respond.
  
  For reference, the complainant was an applicant of the Computer Animation program and has not attended the University or received the program’s Project Launchbox equipment.
  
  After receiving this complaint, the University reviewed the complainant’s file, which includes correspondences between the complainant and our staff. We also spoke with Full Sail staff members who had information regarding the complainant’s enrollment process at the University.
  
  After reviewing the complainant’s circumstances, we found that our team of admissions representatives and enrollment specialists provided the prospective student with support and resources as he made his decision regarding attending the University. Our staff worked with the complainant throughout the enrollment process to answer his questions regarding the Project Launchbox.
  
  The complainant was provided with a description of the materials included in the Computer Animation program’s Project Launchbox, which is also available on our website, and states that an MSI GE Raider Laptop is included. The University does not identify the exact model due to changes in curriculum and product availability; however, the components chosen for each Project Launchbox are selected based on program advisory committee feedback, industry needs, and faculty input for students to achieve the program’s learning outcomes. We also disclose to all prospective and current students that the Project Launchbox pricing and package specifications are subject to change.
  
  While we do not agree with the complainant’s overall characterization of the University, we did provide the complainant with the information he needed to make an informed enrollment decision. Based on that information, he decided not to attend the University.
  
  We hope that this information was helpful in addressing the complainant’s concerns, and we wish him the very best on his academic endeavors.
  
  

  Customer response

  08/15/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  Full Sail is simply replying with a copy paste response that in no way acknowledges or takes accountability in their deceptive tactics within the enrollment process. The school states that they are State of the Art and are charging a steep premium for such, yet are forcing students to purchase old equipment. The school has more than adequate information to fully disclose to each program the equipment students are being forced to purchase but yet, Full Sail keeps this information off their site and took myself over 3 days to extract it. Full Sail also did not address why they are charging more for an Online Computer Animation degree over yet giving that program the worst equipment the school has to offer. Full Sail also did not address their enrollment team blatantly lying about the equipment during my initial contact and are simply avoiding any responsibility in the matter, further proving that students are not first priority and that money is. Do better Full Sail.
  Sincerely,
  
  ***** ******

  

  Business response

  08/22/2023

  Thank you for your email notification on August 16, 2023, regarding case #******** with the complainant’s rebuttal to our initial response.
  
  For reference, the complainant was a prospective student of the Computer Animation program and has not attended the University or received the program’s Project Launchbox equipment.
  
  We continue to provide prospective students with the consumer information required to make an informed enrollment decision. The complainant was provided with this information, and he made the informed decision that Full Sail was not the right fit for his educational goals. While we are disheartened that we could not meet the complainant’s expectations, we understand that an educational decision is personal and based on each individual’s needs, situation, and interests. We wish the complainant the very best in his academic search and journey in the entertainment media and emerging technology fields.
  

• Initial Complaint

  02/20/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I’ve had nothing but issues trying to enroll to this university. Maybe that’s for a reason. Having to talk/email over 10 people just to enroll is ridiculous. They say they’re going to do something and they don’t. I’ve had to spend a crazy amount on transcripts just for them to say they haven’t received them which is a lie. I’m in my 4th week of my first course and now all of a sudden all my classes are gone. Getting in contact with them is like trying to get in contact with the president. Then I keep getting transferred to multiple people to try to fix this issue. Then I find out They enrolled reversed me cause their staff is lazy and can’t look at a simple email to where my transcripts are. Been going through this since enrollment. Extremely unprofessional.

  

  Business response

  03/03/2023

  Thank you for your email notification on February 20, 2023, regarding case #********* We appreciate the opportunity to respond.
  
  For reference, the complainant enrolled in the Audio Arts certificate program on January 30, 2023. The complainant was reverse enrolled from the program during the trial period on February 20, 2023. The complainant then re-enrolled in the Audio Arts certificate program on February 27, 2023.
  
  After receiving this complaint, the University reviewed the complainant’s file, which includes correspondences between the complainant and our faculty and staff. We also spoke with Full Sail staff members who had information regarding the complainant’s enrollment at the University.
  
  We can confirm that the complainant was reverse enrolled due to not completing the financial aid process. The complainant was contacted multiple times prior to enrollment and during the trial period to finalize her financial aid package, but the process was not completed by the complainant until after the trial period ended.
  
  The complainant is currently enrolled in the Audio Arts Certificate program and her account is in good standing.
  
  We hope that this information was helpful in addressing the complainant’s concerns, and we wish her the very best in her future endeavors.

  Customer response

  03/06/2023

  
  Complaint: ********
  
  I am rejecting this response because: Although, I re enrolled doesn’t change the fact that I should’ve been in my second/third course by now. And I also have emails that everything was sent well BEFORE the trial period. Emails from parchment and clearing house. Y’all enrollment team and financial aid team dropped the ball.  I highly doubt you’ve talked to anyone concerning this situation.  Cause there was way too many people involved for something so simple. 
  
  Sincerely,
  
  ** *******

  

  Business response

  03/15/2023

  Thank you for your email notification on March 6, 2023, regarding case ********** We appreciate the opportunity to respond.
  
  Upon receiving this complaint, the University reviewed the applicant’s file and spoke with Full Sail staff members who had information regarding the applicant’s enrollment process at the University.
  
  After further review of the complainant’s student file, the facts of this student’s record are unchanged.
  
  In closing, I would like to reiterate that the University has followed all applicable rules and policies in this case. Thank you again for the opportunity to respond.    

• Initial Complaint

  02/15/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The school does not inform its prospective students about its common practice surrounding the students background check. There are so mentions of it’s applying students needing to pay for background checks in any operation manual, School rule or regulation. Furthermore, the school is improperly using the Florida background check laws improperly as they do not apply to students but only to employees. Furthermore I am a student who has applied to take classes online living in New State. My criminal history should have no decisive factors due to the fact that I am not attending on campus so there is no safety concern. I’m addition, I submitted the background check, whelk I paid for, and they have denied my prior offense statement 3 times when all the relevant information has been filled out correctly and at the instruction of the review panel and their own assigned admissions counselor who delivered the message. I have requested numerous times to speak to someone from this panel and for them to explain to me or assist me with the filling out of the document. Instead they send unclear messages. The panel that keeps denying the document will not contact me and they are the only ones who can view the criminal background checks and give the deed back because the admissions counselors are not allowed to access those documents. This school has zero trauma or emotional sensitivity training and show zero regards. They can never prove by rule or regulation just common practice. All policies which effect the student , should be put in writing and afforded to the public and prospective students. As should be the procedure for disclosure of criminal history . As of today , I have to wait for a committee to send me the e-documents again to fill out to again wait for them to continue to deny the form. All information was and has been provided to the school and on the prior offense statement 3 times now. It’s annoying, frustrating, and intentionally thwarting my academic persuits

  

  Business response

  03/01/2023

  Thank you for your email notification on February 15, 2023, regarding case #********. We appreciate the opportunity to respond.
  
  Upon receiving this complaint, the University reviewed the applicant’s file and spoke with Full Sail staff members who had information regarding the applicant’s enrollment process at the University.
  
  For reference, the applicant applied for enrollment on February 4, 2023, but did not complete the enrollment process. 
  
  Per the University catalog, all applicants must submit the completed application and fulfill all the requirements therein. As part of our enrollment process, applicants who disclose a prior offense are required to submit supporting documentation and based on the documentation provided, a national criminal background check is required.
  
  Based on the documentation provided by the applicant, a background check was provided on February 15, 2023. In review of the background check documentation, our staff informed the applicant of the next steps
  
  Though we do not agree with the applicant’s characterization of Full Sail’s actions, we certainly take the applicant’s concerns seriously.
  
  We wish the applicant much success in all future academic and professional endeavors.  

  Customer response

  03/01/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  The school regardless of its methods of admission to the school, are not all truthful and the process\ was completed. The acceptance rate at this school is NOT 100%. I was denied admission to the school due to my criminal history which plays no major role in attending school because i would have been attending online. None the less, I am still waiting for the written response which they did not provide me with in detail. so I would like a written explanation as to why i was denied admission to the school and how my criminal history, despite me applying as an online student, plays a vital role in my online attendance at that institution. As of today, it has been 3 weeks since i was told i would get a call back or a written response in the mail.
  
  Sincerely,
  
  ***** ******

  

  Business response

  03/10/2023

  Thank you for your email notification on March 1, 2023, regarding case #********. We appreciate the opportunity to respond.
  
  Upon receiving the complainant’s recent correspondence, the University again reviewed the applicant’s file and spoke with Full Sail staff members who had information regarding the applicant’s enrollment process at the University.
  
  After further review of the applicant’s file, the facts of the applicant’s record are unchanged. The applicant is not eligible for enrollment at this time.
  
  In closing, I would like to reiterate that the University has followed all applicable rules and policies in this case. Thank you again for the opportunity to respond.    

• Initial Complaint

  02/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I enrolled into Full Sail October 1st, 2022 and withdraw the 24th of that same month. I did not collect any materials from this facility and was still charged $6000 for an online class. The University had difficultly excepting my finical aid form due to communication problems in submission to documentation.

  

  Business response

  02/16/2023

  Thank you for your email notification on February 3, 2023, regarding case #********. We appreciate the opportunity to respond.
  
  For reference, the complainant enrolled in the Visual Design Certificate program on October 24, 2022. The complainant withdrew from the program on November 21, 2022.
  
  After receiving this complaint, the University reviewed the complainant’s file, which includes correspondences between the complainant and our faculty and staff. We also spoke with Full Sail staff members who had information regarding the complainant’s enrollment at the University.
  
  We can confirm that the complainant was charged correctly and in accordance with the terms in the enrollment agreement that she signed before beginning the program.
  
  After reviewing the complainant’s circumstances, we found that the complainant was charged correctly for her terms of enrollment and withdrawal date. However, the University has chosen to reverse the complainant’s enrollment. 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 complainant’s remaining balance to the University is $0. The complainant remains responsible for any loan obligations. A copy of the complainant’s ledger, reflecting these charges and adjustments, will be mailed to her.
  
  We hope that this information was helpful in addressing the complainant’s concerns, and we wish her the very best in her future endeavors.

  

  Business response

  02/16/2023

  Thank you for your email notification on February 3, 2023, regarding case #********. We appreciate the opportunity to respond.
  
  For reference, the complainant enrolled in the Visual Design Certificate program on October 24, 2022. The complainant withdrew from the program on November 21, 2022.
  
  After receiving this complaint, the University reviewed the complainant’s file, which includes correspondences between the complainant and our faculty and staff. We also spoke with Full Sail staff members who had information regarding the complainant’s enrollment at the University.
  
  We can confirm that the complainant was charged correctly and in accordance with the terms in the enrollment agreement that she signed before beginning the program.
  
  After reviewing the complainant’s circumstances, we found that the complainant was charged correctly for her terms of enrollment and withdrawal date. However, the University has chosen to reverse the complainant’s enrollment. 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 complainant’s remaining balance to the University is $0. The complainant remains responsible for any loan obligations. A copy of the complainant’s ledger, reflecting these charges and adjustments, will be mailed to her.
  
  We hope that this information was helpful in addressing the complainant’s concerns, and we wish her the very best in her future endeavors.

  Customer response

  02/17/2023

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

  Customer response

  02/17/2023

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

• Initial Complaint

  01/24/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I started online classes back in August of 2021 and was told that I was withdrawn from my classes and would receive my withdrawal forms and a phone call. I have been waiting for both and this is a new year. Now, I understand that my grades weren't to the schools, but I barely had any help or support from the actual staff when needed. Instead, They use DISCORD and the students to help each other instead of using actual office hours, I was redirected to Discord, where they had me ask student tutors for help. I am now looking to switch schools and still haven't gotten a withdrawal packet or a phone call. I would greatly appreciate it if I could withdraw without any issues as this school is no longer of any interest to me. I am interested in other art schools that have better options for me.

  

  Business response

  02/03/2023

  Thank you for your email notification on January 24, 2023, regarding case #********. We appreciate the opportunity to respond.
  
  For reference, the complainant enrolled in the Computer Animation Bachelor of Science online program on August 30, 2021. The complainant’s last date of attendance was December 18, 2022 and her date of determination was January 3, 2023.
  
  After receiving this complaint, the University reviewed the complainant’s file, which includes correspondences between the complainant and our faculty and staff. We also spoke with Full Sail staff members who had information regarding the complainant’s enrollment at the University. We can confirm that the complainant was charged correctly and in accordance with the terms in the enrollment agreement that she signed before beginning the program. The complainant remains responsible for any loan obligations.
  
  Regarding the complainant’s withdrawal paperwork, it was mailed on January 23, 2023. She also spoke with a staff member on January 26, 2023, who confirmed this information with her.
  
  We also reviewed the complainant’s program concerns. Our faculty offer all students office hours and students can request individual time with instructors. Some of our educators use the Discord platform as another effective means of communicating with an entire cohort at once, small groups, or individually. Discord is an industry standard for media arts professionals. Discord enables students and faculty to monitor each other’s questions and responses in real time, and it is an efficient way for instructors to huddle with students in groups or individually.
  
  Though we do not agree with the complainant’s characterization of the University, we certainly take the complainant’s concerns seriously. We hope that this information was helpful in addressing her concerns, and we wish her the very best in her future endeavors.

  Customer response

  02/03/2023

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

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