ComplaintsforKaplan, Inc.
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Complaint Details
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Initial Complaint
06/18/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Order ******* I spoken with ******* financial multiple time not once that they informed me that I only had 90 days to access my online account. Nor was I informed that prior to my classes I needed to complete online testing and review the material. How can someone review the material and do the test without the book. I took a test and failed it automatically. I called back and reschedule my classes on May 28. Not once was I informed that you can only reschedule it four times before your charge. Spoke with the representative who was so rude and disrespectful and I got nowhere with her. She informed me I rescheduled it four times which is impossible because they only have classes once a month. So I want someone to give me a longer extension and also allow me to do the test that I did online without my materials.Business response
06/24/2024
Please accept my sincerest apologies for the recent experience you had with our customer service. We value each of our customers, and it is clear that we fell short in providing you with the level of service you deserve.
Our Customer Support Director spoke to you 06/24 and you exam has been reset and your resources have been extended.
We deeply regret any distress or inconvenience this situation may have caused you.
Initial Complaint
03/21/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I purchased the Kaplan Brokers classes August 28, 2023. It's been 7 months and I still have not received my textbooks. In the meantime my classes expired and Kaplan still has not provided me with my textbooks, they are requiring me to pay for my online classes again and refuse to provide me with the services and materials i ordered and they refuse to give me a refund. Please help me get a refund from this company that is not fulfilling my order.Business response
04/03/2024
We apologize for your poor experience and it is not representative of the caring service Kaplan typically provides.
Based on the confusion caused by your initial conversation with a Kaplan representative a full refund has been granted. We wish you the best.
Customer response
04/03/2024
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 and the matter has been resolved.
Sincerely,
*************************
Initial Complaint
03/20/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Signed up for Kaplan in December for a *** review course that was supposed to have a guarantee. Started the program in January and shortly after I notified them that their program was not up to the standards of the course work I did previously at ****** and they didnt respond. I pointed out numerous errors in their education, videos, and QBanks. Today I called to get a refund and spoke to a ****** who sounded like ******* and sounded like a female so I called them a Maam to be polite and they got offended and said youre getting nothing. I apologized, which they immediately didnt accept. I said listen, I have numerous areas where your information is wrong and I have had to go learn elsewhere for the *** and ****** said oh well and will not allow me to talk to anyone else. Even though I was given a guarantee. Its ridiculous. I want a refund because of their failure to deliver the product and results they promised.Business response
03/20/2024
This was resolved on 3/20/2024.Initial Complaint
02/28/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I paid for 3 months access to the ** Environmental learning hub. Because I have a day job, as most people do, much of my studying and use of the site is done on weekends during the day. I received a notification that the site will be down unavailable for use for much of the middle of the daytime on March 2 and March 3, specifically 6 hours on Saturday and 5 hours on Sunday (attached).This is incredibly, almost laughably, poor timing for site maintenance and Kaplan should understand when folks are using their site and choose a different time to do maintenance. It is reasonable for me to expect to use the site that I paid for during the day on weekends. Since I am unable to use the product that I paid for on those days, I requested some sort of a partial refund from Kaplan customer service and they refused. I am still requesting a partial refund. In the future, maintenance should be performed only during nighttime hours.Business response
03/21/2024
We are terribly sorry for your inconvenience. A refund in the amount of 10% of the original purchase price has been applied to your account to make up for the temporary loss of access to your recourses. Thank you for choosing PPI.Initial Complaint
01/10/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
On 8-24-23, I called Kaplan about unfreezing my On Demand online GRE course. After my phone call on 8-24-23, my account was never unfrozen. I called again, I think, in Nov 2023, and requested it to be unfrozen, ******* said it was past the September deadline and I forfeit my payment. I was told I never requested the account to be unfrozen. I asked them to check the notes made by their rep from my 8-24-23 phone call. ******* said I never called on 8-24-23, there is no record. I later emailed Kaplan. On 11-24-23 Kaplan replied, via email, that they have a record of my 8-24-23 call, but the agent took no notes about my call. Kaplan stated they would contact the agent to ask about my request. I have since requested an update and no one has responded to me.The window has passed for me to study for the **** If they unfreeze my account now, I won't be able to use the service within the allotted time. The next time that I am able to study is in the summer and I have summer obligations. I want one of the following: a full refund of my $426.65 (made on 6-10-22) or for my account to be unfrozen on 6-1-24 for the original 6 month course. I prefer the refund because I don't want to do business with Kaplan.I did my due diligence. Kaplan never sent any information with the terms and conditions of my freeze, they solely sent a document stating pending freeze, they never sent any reminders of the approaching deadline to unfreeze. I still called on my own volition, because I knew something wasn't right and my September deadline was approaching. They acknowledge my timely call but took no notes during the call and my account remained frozen. Kaplan claims they will ask an agent in Dec 2023 or Jan 2023 to recall a phone call from Aug 2023 and that agent's memory will be the determining factor for unfreezing my account.Business response
01/19/2024
Based on an account review including call audits, Kaplan notified Baidu regarding the account freeze policy and Kaplan agents acted in accordance with the policy. We want all of our students to succeed so we are unfreezing the assets on 06/01/2024 and we have called and sent emails to Baidu regarding the unfreeze. We wish Baidu the best of luck!Customer response
04/09/2024
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 and the matter has been resolved.
Sincerely,
***************************
Initial Complaint
01/04/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
purchased a course extension to the Kaplan PPI2Pass Civil Engineering Learning Hub. However, my account has not been updated to allow access to the learning hub. Automated chat and phone lines said that the extension was not actually offered for this course, however I was charged for the access. If access is available, I would like access as soon as possible. I would also like partial refund for the time that I paid for access and have not recieved, as well as the precious study time I wasted trying to get this issue resolved. If the extension to the learning hub is not available, I would like a full refund of the learning hub extension.Business response
01/24/2024
We apologize for the confusion regarding this purchase. Extensions are available and it takes up to two business days for full access to the materials. A refund has been applied to the account.Initial Complaint
10/10/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Hello. Thank You for your help.I purchased a pre-licensing personal line insurance course at 09/29/2023 order number 29567223.On 10/08/2023, my course was locked, and according to the website, a code will be sent to my email. But I have not received any email to unlock my account.I called technical support twice on 10/08/2023 and 10/09/2023, but they can not help and keep me waiting. Every time they told me my account was unlocked, but when I logged back in, it showed account locked information directly. It said Account locked due to fail on security questions, but I have not been asked for those questions and directly sent to account locked page. I can not get access to my courses, and all materials include practicing exams. I need access to my course to review and take the license exam ASAP. Please help me to let them unlock my course ASAP. Thank YouBusiness response
10/10/2023
I am terribly sorry you are experiencing an issue accessing your course; we value your business and understand that your time is very valuable. The issue has been escalated to our Tech Support Team and an agent will contact you as soon as the issue is resolved.Customer response
10/12/2023
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 and the matter has been resolved.
Sincerely,
***************
Initial Complaint
09/13/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I've been having issues lately with the Kaplan NCLEX Prep live online website. Every time I try to login there is a login issue. The purchase date was 06-7-2023. I have 11 days left from the date of purchase to utilize the website. My enrollment to use the website will expire on 09-23-2023. I'm trying to see if I would be able to get at least a week extension on my purchase. I'm unable to reach anyone on the website 800 number. My enrollment ID is **********. I would appreciate any type of help. Thank you.Business response
10/10/2023
We are terribly sorry to hear about your login issues. As a courtesy, your access was extended through Nov. 1 so you could continue to study for your exam.
Thank you for choosing Kaplan and good luck on your NCLEX!
Initial Complaint
07/13/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Enrolled in CFP 512 Course for $893. In taking their final exam, there were multiple questions where one of the multiple choice questions is just a blank space- nothing there. Scored a *****% on final b/c of this (1-question away from pass score). Went to attempt 2nd opportunity on final and was told that the course expired the previous day, but that I can retake the course at a discounted rate of $450. Poor quality control in their software (and multiple errors in coursework that are constantly given to the course instructor for repair) causes inaccurate test scores. Submitted extenuating circumstances request to take my 2nd Final attempt (which is included in the class) and was denied. The combination of flawed coursework, exams, and the use of disgusting practices to take advantage of and squeeze additional money out of students is an unethical and disturbing business practice. Would not recommend Kaplan to anyone at this point for their CFP program. It's set up for student to lose and be forced into spending a great deal of additional money.Business response
08/04/2023
We appreciate the opportunity to address our student's concerns. Due to privacy laws, we cannot share details, but we have contacted the student and resolved the issue to the student's satisfaction.Initial Complaint
06/06/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I purchased a course extension to the Kaplan PPI2Pass Civil Engineering Learning Hub. However, my account has not been updated to allow access to the learning hub. Automated chat and phone lines said that the extension was not actually offered for this course, however I was charged for the access. If access is available, I would like access as soon as possible. I would also like partial refund for the time that I paid for access and have not recieved, as well as the precious study time I wasted trying to get this issue resolved. If the extension to the learning hub is not available, I would like a full refund of the learning hub extension.Business response
06/21/2023
We know your time is valuable and we apologize for the delay to your access. The delay was caused by a recently discovered technical error and the issue has been corrected. We will process a refund for the time you were unable to access the materials. A PPI Specialist will send you an email regarding the refund amount and the estimated time to process the refund.
Customer response
06/29/2023
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 and the matter has been resolved.
Sincerely,
***************************
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Customer Complaints Summary
34 total complaints in the last 3 years.
14 complaints closed in the last 12 months.