ComplaintsforKaplan, Inc.

• Initial Complaint

  02/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  PPI a Kaplan company provides professional licensing test preparation. The company is advertising a 1-year subscription to course materials. I purchased the 1-year subscription to their PE Civil Engineering - Structural exam preparation materials, however they cut off my online digital access after only a few months. The company claims that I was notified of this access restriction to portions of their materials in the emailed order receipts. The receipts use company shorthand and jargon that makes it impossible as a consumer to understand what materials are available long term and what are limited. I believe the company is engaging in false advertising by selling 1-year subscriptions to test prep materials which they then selectively restrict and/or limit portions of their advertised materials. I believe Kaplan is intentionally obfuscating these access restrictions as evident by Kaplan's offer to sell me extended period of access the materials I believed were included in my paid for 1-year subscription when I contacted them to ask why my access had been turned off.

  Business response

  02/25/2023

  Aerik did not purchase a "1-year subscription to their PE Civil Engineering - Structural exam preparation material. Aerikpurchased a Live Online Course: PE Civil Structural (September 2022 - December 2022) on 7/13/2022. These class lectures run from September 20th-December 20th 2022 and all the access for this course ends on 1/31/2023. The access end dates are shown on our website and on the receipt. In addition, the access end dates are also presented on the checkout screen when the customer is reviewing their order. There is an "Expand Details" button that shows what is included with the package as well as the access end dates.
  
  
  A PPI Specialist contacted Aerik to walk them through their purchase and discuss their options. 

• Initial Complaint

  08/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 7/8/2022 I placed Order ******** with PPI, a Kaplan Company. The total was $172.62. The contents were to be Review of the Professional Engineers' Examination for Industrial Engineers, eTextbook - 1 Year Access &***** PE Industrial and Systems Practice Exam, Print. PPI did not ship the ***** PE Industrial and Systems Practice Exam. Instead I received VISTAS Sixth Edition Volume 1 Lessons 1 -6 Introduction A La Lengua Espanola. ***** PE Industrial and Systems Practice Exam was on the packing slip, so the Spanish book was clearly shipped to me in error. It took 7 days (July 20th - 27th) for me to get PPI to send me a shipping label so I could return the Spanish book. Via chat on 7/28 ****** said, "You should receive the refund the same day we get the book back. The book should arrive back within 4-7 days usually." My refund is to be for $172.62. On 8/9 I chatted with *******, as the tracking said "Your shipment ****************** Delivered On Wednesday, August 03 at 10:28 A.M. at Dock." ******* said, "I am showing the package was delivered and accounting is processing your refund. Please allow 5-7 business days for this to reflect on your card...3-7 business days, so you should be seeing this reflect on your card at the latest by this Friday 8/12/22." I am contacting the BBB because it is 8/21/22, and I still have not received a refund. I tried to chat with PPI again on 8/18/22 to resolve this matter. However, the chat agent, *******, said, "I completely understand your emotion and it is frustrating for you. I apologize again for this experience but kindly understand that we don't handle this product. We handle insurance and securities licensing products." This is the same chat I had been using. I do not select *************** Engineering for the chat, as I have get to get a human when I have selected that option. I want my refund of $172.62 issued, as I have tried numerous times, including via ******** Messenger to resolve this issue, with no success.

  Customer response

  08/25/2022

  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. The reason being my credit card has been credited for the refund. 
  
  Sincerely,
  
  *******************
  
  
  
   
  
  

• Initial Complaint

  07/15/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a FE Chemistry book and paid on 7/11/22. Today (Thursday, 7/14/22), they charged my card again and emailed me multiple times they are putting my book "on hold." I contacted them several times but no one responding. Their website is ppi2pass.com owned by Kaplan ****

  Business response

  07/15/2022

  
  This issue has been resolved. The customer entered an incorrect billing address so the purchase was placed on hold and tagged as potential fraud. As per the regular process, the customer was contacted and they provided the correct address and the hold was removed. 

• Initial Complaint

  06/17/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Original date of purchase was on April 7th, 2022. I put down a $20.00 deposit to hold the price advertised. My class date was for the July 2022 PA bar exam class. It was suppose to start on May 20th 2022. On May 18th, 2022, I paid the remaining balance $2279. After paying I noticed that they switch my class date to the February 2022 bar exam class. I called and the representative was able to get me back to the original class that I signed up for.After starting the class I became locked out of the class on June 15, 2022. I called and asked why and they told me that I hadn't paid my balance. I requested a refund and was told that the regional manager had to approve the transaction. I received a call from **** the regional manager and he started by accusing me of signing up for the wrong class. I read him the email confirmation for my class date. He said he sent me an email asking why there was no payment on the account. He was not able to give me the date of his email, because he said it was sent to the wrong person. I again asked for a refund and he told me it was a cold chance in ****.I called customer service back and requested a call from his supervisor and have yet to hear from him.

  Business response

  07/05/2022

  The refund request was not made within the 48 hour window to drop and the student had been using the course since April when they requested to drop 2 months into the course.

  Customer response

  07/06/2022

  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

  06/16/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased a bar prep class from Kaplan but upon accessing the portal, I realized based on the set up and syllabus that this program would not help me pass the bar. Because the course itself had not started yet, I asked for a refund. I spoke with *****************************, the territorial representative for my area. He refused to issue a refund, claiming that students only have 48 hours from their purchase date to get a refund. At first, he claimed that the reason I could not get a refund is because I had access for a year (which was not true in my case). When I told him that I did not even have full access to the program within 48 hours of my purchase date, he then he argued that the issue was that I could have downloaded all of the material and returned the product, so that was why they could not issue a refund. I told him that it is pretty easy to check to see what I have opened since it is an online course, and I could not possibly have download the live classes that had not started yet.****** routinely waited 1-2 weeks between responding to my emails (and would not respond until prompted by a follow up email from me), refused to give me the contact information for his manager and was condescending during most exchanges. The refund policy of this program is unethical, especially considering that they offer heavy discounts for students who purchase in their first or second year of law school and conduct a lot of on campus marketing. It certainly seems like they want you to purchase early so that they can say their policy is not to issue refunds after ************************************** total $2099, and for a price like that I would expect to be satisfied with the quality of course. I have not opened the companion books at all because I purchased a program that is a better fit for me. I would be happy to ship back the books upon issuance of a refund.

  Business response

  07/05/2022

  The request for the refund was made outside of the 48-hour window to request to drop a class. 

  Customer response

  07/06/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The problem has not been solved.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Customer response

  08/01/2022

  Better Business Bureau:
  
  At this time, I have not been contacted by Kaplan, Inc. regarding complaint ID ********.

  Please do not make the complaint public.
  
  Sincerely,
  
  ***************************

  
  

• Initial Complaint

  06/07/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Contacted Kaplan multiple times to request a letter of completion. I have been told by agents that it's in queue or will receive a call back in a specific amount of time. To date none of these have occured. Enrollment ID: **********

  Customer response

  07/02/2022

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Kaplan, Inc. has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

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

• Initial Complaint

  06/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Tutoring hours were purchased for my daughter that cost over $3000 in January 2020.We used about 9 of those hours. Our tutor, unfortunately quit in 06/2020 and then covid hit. I called Kaplan to start our tutoring sessions back up, and I was informed that the tutoring hours had expired, yet i received no notification that they would expire and was advise the hours could be used as need during my childs schooling. I still haven't received a follow up call nor email regarding a refund.i would like a refund for my refund at this time for rate promised in my initial email for ***** every unused hour.

  Customer response

  06/26/2022

  Better Business Bureau:
  
  At this time, I have not been contacted by Kaplan, Inc. regarding complaint ID ********.
  
  Sincerely,
  
  *****************************
  

  Business response

  07/05/2022

  I sent the customer an email since I do not see a recent case history regarding this request and the attachment clearly indicates an expiration date of 06/2020.

• Initial Complaint

  03/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I signed up for a payment plan involving incremental payments through a Kaplan Bar Representative (*********************************) at *******************. The payment plan offered a promotional Amazon Gift Card. I not only did not receive the gift card upon sign-up, but I was also charged the full cost of the Bar Review course through PayPal, despite not agreeing to this on the payment plan form.To complicate things further, I looked at data from the previous graduating class of my law school, which clearly showed that the Kaplan product was inferior to Barbri. The **** of my law school encouraged all of us to withdraw from Kaplan to be in the best position to pass the bar. A few of my colleagues were able to successfully withdraw from the course and receive a refund of their payment plan. I have spoken to the regional director, ***********************, and his supervisor, *****************************, and they have declined to refund me on my payment plan, stating a so-called "no-refund policy." I am submitting this complaint because I firmly believe that the company should be held accountable for bending the rules of their so-called "contracts" in order to maintain their bottom line.

  Business response

  04/01/2022

  This account does not qualify for a refund and a refund will not be granted. Kaplan operated in good faith and ******************** should refer to emails received from Kaplan.

• Initial Complaint

  03/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Upon when I first enrolled and was contacted about the course I was told it was a money back guarantee but no one said it was a time limit on this course. When I logged on it showed a time limit. I contacted a representative and they said once I finish paying they might be able to change the date one month. I am currently a college student and wont graduate until fall of 2023 and wont be ready to take the mcat in ****. When I talked to the representative I told them the date I wanted to take the mcat and when I graduate, this same rep said i should take the prep 6 months prior to taking my mcat. This is false advertising and also a lack of information.

  Business response

  03/27/2022

  A full refund was processed in the amount of $2616.10 and we apologize for any inconvenience.

• Initial Complaint

  03/08/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased a Kaplan course on Saturday, 3/5/2022. My credit card was charged $1300. I have an email order confirmation and there is a digital receipt posted to my account. It is now Tuesday and I havent been able to access the course I bought Saturday. Called yesterday- no resolution- needed course completed today to avoid this impacting my career. Since Kaplan charged me but didnt ***** me access to the product, Im at a huge disadvantage in my professional stance and further, out of $1,300. I need the product please!!!

  Business response

  03/08/2022

  The customer was not charged for the order and course access was not granted because the original form of payment was not accepted. The charge may still show as a pending debit with the issuing financial institution but the charge will not process. 

   

  It's important to us that this issue is resolved and ******************** has access to her preferred course. ******* Services has attempted to contact ******************** regarding this purchase and they will continue to call and try to help. 

  Customer response

  03/08/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

   

  I am having excessive issues with my Kaplan order. I am both a financial professional and a student-but especially as a student, I should not be penalized and disadvantaged for a glitch in Kaplans order processing and billing system while trying to register for a class and that is unfortunately whats happening.
  
  
  On the evening of Saturday, March 5th I purchased the **** course. There was, per the ************ representative, on a customer service call from Monday, March 7th, that was hopefully recorded a glitch in our system that sometimes happens.
  
  
  This glitch is egregious to me as a student trying to register for a class: my credit card was charged point of sale for $1300, the funds were immediately rendered unavailable to me then and further were held by Kaplan as a pending charge until (we are almost at) Wednesday of the following week.
  
  
  Not only has this cut into valuable preparation and study time but now the issue has also caused me enormous financial stress as the company held the $1300 as a pending charge! This isnt $30, this is $1300 and that, as a student and fin pro, is a lot of money! These are funds that should *never* been charged to the account if order wasnt placed successfully. Not for a second. Further again: I had to wait until Monday to call (since the company is closed on the weekends) further delaying my study/prep time. It is EOD Tuesday + funds still being held by company. I got an email at noon from *********************************** (I think) saying I could access the course for 120 days. Mustve been another glitch. 
  
  
  At this point I have been offered no resolution other than a discount applied to the defunct/failed order: the right thing would have been to credit the funds back to me immediately or provide me a courtesy access to the course until Kaplan released the funds as this was their error and now a student is being, what, financially penalized for it? This does not feel right to me.
  
  
  The way this situation has been handled is absolutely egregious and I feel my complaints have merit. While I still wish to pursue the course, I am disappointed in Kaplan and the College for Financial Planning for how poorly this has been handled. It has been a bad experience as both a student and as an industry professional
  
  
  Respectfully-
  
  
  ******* 
  
   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Customer response

  03/10/2022

  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,
  
  *******************************
  
  
  
   
  
  

*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. ↩