ComplaintsforKranse Institute
Online Education
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
09/21/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Ordered digital program. They will not provide access despite payment in full and several phone calls and emails regarding problem. They say they will have a specialist call within 24 hours and nothing happens. I paid for product and received nothing. They have done nothing and stopped communication.Business response
09/27/2023
Hi ******,
Your refund was issued on 9/20
Initial Complaint
05/03/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I registered and paid for my daughter to have access to this SAT course, however they keep referencing SAT vocab list and I have called twice and emailed requesting how to access this list even if it is something I have to buy. I have not received any return message and when I call they don't even have the name of the person that they are reaching out to to get that information. I would like them to respond, otherwise I am not getting the services that we paid for, and now I have gone without it for a few weeks.Business response
05/04/2023
Hi ******!
Your request was handled directly via email. The homework would be to do official ************* SAT Exams as ***** describe in the course and to study for the vocab quizzes. Attached to the email we sent is the list of vocabulary words to study and the link to the practice exams.Initial Complaint
02/28/2022
- Complaint Type:
- Billing Issues
- Status:
- Resolved
On February 17 I paid $249.50 to Kranse for access to their SAT prep online content. I was sent a password that did not work and was not able to reset it. I called the phone number and a live answering service stated that someone would call me back in 24 hours. No one called so I called again with the same result and also sent an email message. I called a total of 5 times and it is now February 28 and I have yet to receive a return call. By my third call I was no longer asking for a password reset and was requesting an entire refund( as stated on their site they have a 7day money back policy - but no one will return my call. On february 25th I got a message that my password had been reset and I responded that I need a refund and have heard nothing back.Business response
03/31/2022
Business Response /* (1000, 5, 2022/03/01) */ Per your request, your order has been canceled. Please note that the total time to process the refund can take 7-14 business days. During this time, please refrain from filing any type of claims for refunds with your credit card provider or PayPal to avoid prolonging the process. Your refund will be issued back to the original payment method. Consumer Response /* (2000, 7, 2022/03/01) */ The business refunded my money- thank you!Initial Complaint
02/22/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
A purchase was made for the ACT Course on Feb 17. I have called the support number and emailed the support email several times, but I keep reaching a third party center saying my request will be fulfilled within 24 hours. It has not. I would like a refund. My order number is #36858.Business response
04/07/2022
Business Response /* (1000, 5, 2022/02/25) */ Per your request, your order has been cancelled. Please note that the total time to process the refund can take 7-14 business days. During this time, please refrain from filing any type of claims for refunds with your credit card provider or PayPal to avoid prolonging the process. Your refund will be issued back to the original payment method. Consumer Response /* (3000, 12, 2022/03/21) */ No refund was issued. I'd like to reopen the complaint. Business Response /* (4000, 14, 2022/03/24) */ Refund was issued and settled on 2/26/22Initial Complaint
01/12/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On December 25th, we purchased a membership (paid in full) to Kranse Institure for my daughter's SAT preparation. We were told that we would receive the vocabulary list by email. When my daughter began the curriculem, a video instructed her on the importance of the studying vocabulary list; reiterating its forthcoming arrival by email (in 2-3 days). The emailed vocabulary list never arrived (still has not arrived, as of January 12th). We have emailed the customer services address 3 times with no response. We have called the customer service number provided. Each time someone took our contact information and promised that we would be called within 24 hours. All three times, nobody called. So, we have reached out six times with no response. My daughter registered to take the SAT in March and has lost almost 3 weeks of preparation. We would like our money back, please.Business response
02/15/2022
Business Response /* (1000, 5, 2022/01/18) */ The vocabulary list was sent and received by the customer.Initial Complaint
12/22/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
I purchased Kranse's online SAT course on 12/20/2021. The course was not what I wanted. I have requested a refund within the 7 day guaranteed refund period. But I am not hearing back from Kranse, Please help me get refund. My order number was ***** ThanksBusiness response
01/21/2022
Business Response /* (1000, 7, 2022/01/04) */ Per the consumer's request, their order was canceled and a refund was issued back to the original payment method. Consumer Response /* (2000, 9, 2022/01/04) */ Refund has been given Please close caseInitial Complaint
12/07/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I purchased Kranse software for my daughter's SAT prep. The company advertised a 200 point increase guarantee when we subscribed to the software. I have provided all of the documentation required and requested my refund several times as my daughter did not go up nearly 200 points. I have received no response in months. The only response I received back on 10/21/21 was a copy and paste of the policy and requirements to receive the refund. I responded back that we had met all of the requirements and re-attached the official test scores from SAT board and I have received no response whatsoever. I would like to receive my full refund as guaranteed by their policy. Thank you for your help.Business response
01/10/2022
Business Response /* (1000, 5, 2021/12/13) */ Per your request, your enrollment has been canceled and a refund has been issued. Please note that the total time to process the refund can take 7-14 business days. During this time, please refrain from filing any type of claims for refunds with your credit card provider or PayPal to avoid prolonging the process. Your refund will be issued back to the original payment method.Initial Complaint
10/22/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I purchased services through Kranse Institute to help with my studying for the gmat. Within 24 hours of my purchase, I emailed their customer support requesting a refund. After 48 hours of not receiving a reply, I emailed another time asking for a refund. I then decided to call their customer support line twice. The first time I called, the person answered and said the person who handles refunds is not available. The second time I called, another person told me the same thing. The first person I talked to did not ask for any of my information to call back with, while the second person did, which signaled red flags for me. I am looking to have this resolved by speaking to someone from their business about my refund but have been unable. I have read they allow cancellations within 7 days, and I also have yet to access the services I paid for. I have not logged into the account after purchasing either.Business response
10/28/2021
Business Response /* (1000, 6, 2021/10/27) */ Hello Joe, This message confirms that your refund has been processed on 10/21/2021. Your refund should be reflected on the account of your original payment method within 5-7 business days. If you are unable to locate your refund within your account, we suggest contacting your financial institution. Consumer Response /* (2000, 8, 2021/10/28) */ My issue has been refunded with Kranse
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Contact Information
Customer Complaints Summary
8 total complaints in the last 3 years.
0 complaints closed in the last 12 months.