Important information
- Customer Complaint:Recently, BBB has received complaints for this company that allege billing, product, sales, and customer service issues. Complainants allege that this business may misinform them regarding the cost of attendance at the university and the amount of financial aid that may be available to the student. Some consumers report that the company may overcharge for classes. Other complainants state that the company may fail to respond to the customer when problems arise. In addition, when complainants ask the university to explain additional fees or tuition amounts on their account prior to paying the fees, the company may send the student’s account to collections without an explanation. Furthermore, some consumers report dissatisfaction with the quality of the academic programs, the professor’s lessons, and the attentiveness of the advisors employed by the university. At this time, University of Phoenix is responding and resolving all BBB complaints.
Complaints
This profile includes complaints for University of Phoenix's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 113 total complaints in the last 3 years.
- 36 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:01/28/2025
Type:Status:ResolvedMore 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 enrolled at the University of Phoenix. My decision to choose this institution was influenced by the positive experiences shared by several individuals who have graduated from its program.I was also accepted into two other universities, but I opted for the University of Phoenix due to its established reputation and the recommendations from those who have successfully completed their studies there.Regrettably, my enrollment experience has not been satisfactory. The organization appears to be quite disorganized; in contrast, the other two universities provided me with a transcript evaluation within days of my ************* the University of Phoenix, my enrollment has been delayed until 2/11/25, despite having submitted all necessary paperwork on time. Furthermore, I have been informed that I have not yet been accepted, which raises questions about their organizational efficiency, especially since I received a welcome email indicating otherwise.I was hurried to finalize my financial aid, which I accomplished, yet they have not shown the courtesy to conduct a transcript evaluation of my previous credits.Overall, my onboarding experience has been marked by a lack of professionalism and organization. The customer service experience has not been a positive experience for me this far.
Business Response
Date: 01/30/2025
We are not the University of Phoenix.
We are the University Club of Phoenix, and are in no way affiliated with the school.
Please remove this complaint from our account.
Thank you
Initial Complaint
Date:01/25/2025
Type: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.
On January ******* I received a call from the University of Phoenix informing me that I was on academic probation from a grade made in July of 2024, and this grade was a C. Prior to this call, I knew nothing about being on academic probation, I never received a call, email, or written correspondence from the University reporting academic probation. The person I was speaking with then demanded that I drop out of my program, which was more like bullying me or harassment and I refused. I continued to ask for documentation regarding this so-called academic probation, while asking why am I just learning about a academic probation now, in January of 2025, for a grade that occurred in July of 2024. Still no explanation as this representative continued to insist that I drop out of school. Again I refused. What is weird is that months ago, I was told that I was doing good job and on my way to graduation, since July of 2025, I continued to complete my classes with A's and B's, still no emails or documentation stating that I was in trouble academically.I called the University again on January 17, 2025, and spoke to another representative, who told me that I had been withdrawn without my knowledge, I told him that I never agreed to this withdraw and that I wanted my status reinstated. The representative that I spoke with was rude and refused to help me, which I was then transferred to an academic advisor who told me that I would start classes again on February 4, 2025.On January 24, 2025, I received a message on my school portal stating I was officially withdrawn from the University, without my consent.This fraud on the behalf of the University as well as racial discrimination and discrimination against a person with a disability, as I do have a disability. ******* ***** is the contact **************Business Response
Date: 01/31/2025
RE: Complaint # ********; ****** ********
Dear ******** ******:
We are in receipt of your outlined concerns. To protect your privacy, we are unable to respond with direct information. We appreciate the opportunity to address the outlined issues. The University has a dedicated department to assist students, and we encourage you to contact ******************* by email at ***********************************************************************.
Please let us know if anything additional is required so that we may respond accordingly.
Thank you,
University of Phoenix
*******************
*************************
Phoenix, AZ 85040
***********************************************************************Initial Complaint
Date:01/24/2025
Type: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 am a current student with university of Phoenix and my husband and I have both be subject to a hold on our education due to a "randomized internal review". Which doesn't seem to be random since we both were demanded to provide this information.Both of our financial aid has already been given to the school and is now on hold, even though it is our legal right to be able to go to school and receive our excess funding. ALL classes have also been removed. I have already submitted a report to the BBB and have an attorney on standby if needed. I believe we are being targeted and this is absolutely ridiculous.Business Response
Date: 01/27/2025
RE: Complaint # ********; ******* *********
Dear ******** ******:
The University received the BBB notice of this complaint on January 25, 2025. We have completed a thorough review of the concerns and provided a response directly to the student on January 27, 2025 at 2:28 PM at the email address they provided to the BBB.
The response contains information subject to the Family Educational Rights and Privacy Act (FERPA), and informs the student they may share the response with the BBB at their election.
Please let us know if anything additional is required so that we may respond accordingly.
Thank you,
University of Phoenix
Resolution Services
*************************
Phoenix, AZ 85040
***********************************************************************Initial Complaint
Date:01/06/2025
Type: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 supervisor has created a toxic work environment for me, and he has threatened me with being unable to teach in the future. This caused a great deal of anxiety and depression for which I have been receiving treatment through a referral by my primary care physician for me to seek appropriate treatment.Business Response
Date: 01/07/2025
RE: Complaint # ********;***** ****
Dear ******** ******:
The University received the BBB notice of this complaint on January 7, 2025. We have completed a thorough review of the concerns and provided a response directly to the student on January 7, 2025 at 2:55 PM at the email address they provided to the BBB.
The response contains information subject to the Family Educational Rights and Privacy Act (FERPA), and informs the student they may share the response with the BBB at their election.
Please let us know if anything additional is required so that we may respond accordingly.
Thank you,
University of Phoenix
Resolution Services
*************************
Phoenix, AZ 85040
***********************************************************************Initial Complaint
Date:11/26/2024
Type: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 am writing to formally express my disappointment regarding the recent decision communicated by ************************** about my tuition waiver eligibility. As a long-term University of Phoenix (UOPX) student who has chosen to return for my Doctoral studies, I have remained loyal to the institution, even in light of limited incentives or scholarship opportunities due to my employer benefits.The explanation providedthat my sixth course falls outside the 365-day time frame due to a scheduling delayfeels both rigid and discouraging, especially considering the break between classes was part of the universitys academic schedule and not a decision within my control. Despite my dedication and academic excellence, including consistently earning top grades, this policy decision leaves me feeling undervalued as a student.I would like to file a formal complaint regarding this decision and request a review of my case. If an exception cannot be made to honor the tuition waiver for the sixth course, I may be compelled to consider discontinuing my studies at **** and exploring other institutions that better align with my academic goals and recognize the commitment of their students.I respectfully ask for a prompt review of this matter and look forward to hearing from you regarding a resolution.Business Response
Date: 12/04/2024
RE:Complaint # ********; ****** *******
Dear Mr. ************** University received the BBB notice of this complaint on 11/26/2024. We have completed a thorough review of the concerns and provided a response directly to the student on 12/3/2024 at the email address they provided to the BBB.
The response contains information subject to the Family Educational Rights and Privacy Act (FERPA) and informs the student they may share the response with the BBB at their election.
Please let us know if anything additional is required so that we may respond accordingly.
Thank you,Initial Complaint
Date:11/25/2024
Type: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.
As a recent graduate of the University of Phoenix with my MBA, I have greatly appreciated the learning experience and the support provided throughout my academic journey. However, I would like to formally address an issue I have encountered with the financial department.Despite multiple submissions of my 2023 tax return, the department was unable to adjust the fees for my last three classes into my student loan. When I contacted the financial services team last week to discuss the remaining balance of $27,000 and its reporting to ***** and my loan servicer, I was informed that they are unable to process the adjustment because my degree has already been completed.For reference, I was married in 2023 and claimed my spouse on my tax return for that year. Since my wife is new to the ***** she was not able to file jointly with me in 2022. I explained this context to the representative, but they were unable to resolve the issue or provide a clear path forward.I kindly request further clarification and support regarding this matter to ensure the proper adjustments are made and reported correctly. My student ID number is **********.Thank you for your attention to this matter.Business Response
Date: 12/05/2024
RE:Complaint # ********; Qais Ahmadyaar
Dear *** ******:
The University received the BBB notice of this complaint on 11/26/2024. We have completed a thorough review of the concerns and provided a response directly to the student on 12/4/2024 at the email address they provided to the BBB.
The response contains information subject to the Family Educational Rights and Privacy Act (FERPA), and informs the student they may share the response with the BBB at their election.
Please let us know if anything additional is required so that we may respond accordingly.Thank you,
Initial Complaint
Date:11/01/2024
Type: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 am not liable for this debt with Phoenix university , I do not have a contract with Phoenix University, they did not provide me with the original contract as I requested.Business Response
Date: 11/04/2024
RE: Complaint # ********; ******** *****
Dear ******** ******:
The University received the BBB notice of this complaint on November 1, 2024. We have completed a thorough review of the concerns and provided a response directly to the student on November 4, 2024 to the mailing address they provided to the BBB.
The response contains information subject to the Family Educational Rights and Privacy Act (FERPA), and informs the student they may share the response with the BBB at their election.
Please let us know if anything additional is required so that we may respond accordingly.
Thank you,
University of Phoenix
Resolution Services
*************************
Phoenix, AZ 85040
***********************************************************************Initial Complaint
Date:10/28/2024
Type: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 left the school in April of this year. I explained to the counselor that it was too expensive and I would going to go with another school. They didn't charge me for a couple months and now have been charging me for months for classes not only have I not agreed to attend, but have not attended and they have ignored my attempts to contact them.Business Response
Date: 11/04/2024
RE: Complaint # ********; **** *** ******
Dear ******** ******:
The University received the BBB notice of this complaint on October 29, 2024. We have completed a thorough review of the concerns and provided a response directly to the student on November 4, 2024 at 3:06 PM to the email address they provided to the BBB.
The response contains information subject to the Family Educational Rights and Privacy Act (FERPA), and informs the student they may share the response with the BBB at their election.
Please let us know if anything additional is required so that we may respond accordingly.
Thank you,
University of Phoenix
Resolution Services
*************************
Phoenix, AZ 85040
***********************************************************************Initial Complaint
Date:10/04/2024
Type: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.
Good afternoon. I live in ************, **. I been a student of University Phoenix for over 2 years. I have two more classes left before I complete my bachelor of science degree in *********************** I was told I was maxed out of financial aid. So I have to pay 5k in order to finish my degree. I was advise my job will pay the 5k but I have to pay the school ******. I tried to set up payment arrangements several times. I was having issue with my finances due to my Son having Asthma and having to pay a lot of medical bills for his medical care. I am a single parent I have to pay over 3000k in bills. I am trying to save up to pay the ****** and was unable to keep the payment arrangements because of my fiances. I am on the verge of loosing my apartment due to medical experience. I really want to finish my classes so I can graduate this year. I was told I couldn't come back to school until I pay the ******. I did speak with a manager and ask if I could pay what I could she told me if I keep up with my payment arrange I had I would be cleared for class. I had to pay for my ****** pay for his asthma appt is the reason why I couldn't keep the payment arrangment. I would like to get a payment arrangement I can afford so I can be cleared to start school again. I was forced to take a leave of absence because of this issue. This situation is causing me much mental stress. And I am being force to make a choice between finishing school or having a place to stay and my Son medical care.Business Response
Date: 10/11/2024
RE: Complaint # 22380433; Tarsha Greene
Dear Jiovanni Garcia:
The University received the BBB notice of this complaint on October 4, 2024. We have completed a thorough review of the concerns and provided a response directly to the student on October 11, 2024 at 1:38 PM at the email address they provided to the BBB.
The response contains information subject to the Family Educational Rights and Privacy Act (FERPA), and informs the student they may share the response with the BBB at their election.
Please let us know if anything additional is required so that we may respond accordingly.
Thank you,
University of Phoenix
Resolution Services
4035 S Riverpoint Parkway
Phoenix, AZ 85040
[email protected]Initial Complaint
Date:09/17/2024
Type: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.
At the end of April, the financial department informed me that I needed to complete a loan reaffirmation through ******. After the application took 8 weeks to process the application, ****** informed me that i did not need a loan reaffirmation. After contacting the university, they stated once again that i did need a loan reaffirmation completed. I contacted ****** again and they processed the application again, which took another 8 weeks. After contacting ****** again, they informed me that they did a thorough investigation and have confirmed that i did not need to complete a loan reaffirmation and had the green light for student loans and there was no issue. I contacted the university again and they stated they did not receive the update even though ****** states they had forwarded them the information. I emailed the the confirmation drom Nelnet as i was instructed on August 19th. I called on September 9th and was instructed that the issue would be escalated to be expedited and there should be an update on September 13th. On September 17th i called the University again and was instructed that there would be an update in 5 more business days. The lady also told me she would send the account to management for a rush processing because it was NOT done before. I have been dealing with an unnecessary hindrance to my education for 5 months with no solution. This is impeding my education and employment as well as my ability to care for my family. This situation was 100% avoidable as ****** informed me after their investigation that i never needed it in the first place.Business Response
Date: 09/25/2024
RE: Complaint # ********; ******* ********
Dear ******** ******:
The University received the BBB notice of this complaint on September 17, 2024. We have completed a thorough review of the concerns and provided a response directly to the student on September ******* at 12:59 PM at the email address they provided to the BBB.
The response contains information subject to the Family Educational Rights and Privacy Act (FERPA), and informs the student they may share the response with the BBB at their election.
Please let us know if anything additional is required so that we may respond accordingly.
Thank you,
University of Phoenix
Resolution Services
*************************
Phoenix, AZ 85040
***********************************************************************
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