ComplaintsforFranklin University

• Initial Complaint

  03/08/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I was almost interested in switching schools from my current institution to Franklin University, but ultimately worked things out at my current college to finish my degree, as they successfully resolved my concerns and issues. I applied and have since told the admissions email [email protected], and address Dom F************** to CANCEL the application, to NOT ORDER any Transcripts and to DELETE my information. It is now several days since I have been emailing them daily, demanding them to cancel my application, but instead I am just ghosted. I additionally, reached out to Marshia B**** and sent more than 3 emails to CANCEL the damn application and delete my information. I receive a daily email, and every day I do, I HAVE NOT received any response. This shows how unprofessional this institution is, and how spiteful they are. I warned them that if this issue was not resolved by the end of the week, I would go to to the BBB and I will also file a complaint against them with the Pennsylvania Department of Education (SARA) and the Ohio Department of Education next. But I am starting off with the BBB first. Please contact them, and tell them what I have been ordering to them that they are NOT doing. They are incredibly immature and childish in their behavior. Just because I'm NOT interested in them, they're NOT completing my request. Even DeVry University, a for profit-school, does a better job than they have done. That's absolutely pathetic! I want them to contact me, via email once the application is closed and my information is deleted.

  Business response

  03/12/2024

  Dear Mr. ******,

  Attached you will find Franklin University's response to your BBB complaint.  

  Sincerely,

  Franklin University

  201 S. Grant Ave.

  Columbus, OH 43215

  BBB NOTE:  We have copied the text of the business response below for the convenience of the parties:

  
  March 8, 2024
  
  Consumer Information:
  ******* ******
  *** **** **** ***
  ********* ** *****
  
  RE:  Better Business Bureau Complaint Response #********
  
  Franklin University’s mission is to provide high quality, relevant education enabling the broadest possible community of learners to achieve their goals and enrich the world.  To achieve this Franklin University provides educational experiences that enhance intellectual abilities and career development. Franklin University employees promote the educational mission of the University and encourage respect for the rights of others.  All students have responsibilities as a member of the Franklin University community and are expected to uphold and abide by certain standards of conduct embodied within a set of core values that include honesty and integrity, respect for others, and respect for campus community. Franklin University does not discriminate on the basis of age, religion, race, ethnicity, color, national origin, ancestry, immigration status, sex, sexual orientation, gender identity or expression, marital or familial status, disability, or veteran or military status. 
  
  Franklin University is committed to providing a positive experience for their students and applicants. In the complaint forwarded to my office from the Better Business Bureau, applicant, ******* ******, alleged that his application was not withdrawn and he continued to receive communication from the University after requesting to cancel his application and end all communication.
  
  Franklin University utilizes a customer relationship management system called Slate to manage all communication and interactions between our admissions advisors and applicants. This system indicates that ******* ******’s application was withdrawn in one hour from the time he requested it and that no subsequent communication has been sent after its removal.  
  
  Below is a timeline of interactions that occurred between Franklin University and applicant, ******* ******:
  
  March 4, 2024
  • Mr. ****** applied to Franklin University and set an appointment to speak with an admission advisor the following day at 11:45 a.m.
  
  March 5, 2024
  • 11:20 a.m. - Mr. ****** sent an email requesting that his application be withdrawn as he would not be moving forward with Franklin University.
  • 12:06 p.m. - Franklin’s admission advisor responded and indicated that his application for admission would be withdrawn; our system indicates that this email was opened at 12:15 p.m. 
  • 12:20 p.m. - Mr. ******’s application was withdrawn from our system and his information was removed from all future communications.  To our knowledge, Mr. ****** was not sent any additional communication after 12:20 p.m. 
  
  As previously stated, Franklin University is committed to creating a positive experience for our prospective students; we regret that Mr. ****** feels that he has not been assisted properly to resolve this matter.  We do not believe that Mr. ****** has received any communication after 12:20 p.m. on Tuesday, March 5, 2024.  Should he continue to receive communication, I ask that he forward copies of these communications directly to me at ************************** so that I can root cause the issue, as it is unknown to us.  

  It is always our policy to assure that applicants are treated fairly and with respect. The examination of all factors indicates that the treatment of the applicant has been consistent with University policy.  Franklin University stands by its established processes and policies and remains committed to being consistent and fair to all applicants.   
  

  Customer response

  03/12/2024

  All statements are correct. They have resolved the issue after I had to go the route to complain to them, as I said in the email to the individual that reached out to me after the complaint was submitted, I would NOT have gone that far if someone from admissions replied and told me that the application was canceled and information deleted. If they would've did that, I would NOT have bothered them so many times, nor cursed at them in my emails. I was ghosted from the admissions office and thought they were being spiteful. The representative/Executive of the Admissions office resolved the issues the same day. Thankfully, I am done being bothered by them and I will not reach out to them again. 

  Thank you, BBB, for reaching out on my behalf. 

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