Complaints

This profile includes complaints for Kaplan North America, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Kaplan North America, LLC

  1515 W Cypress Creek Rd Ft Lauderdale, FL 33309-1831

• 

  Kaplan North America, LLC

  12735 Morris Road Suite 260 Alpharetta, GA 30004

The 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:06/16/2025

  Type:Service or Repair Issues
  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 purchased a live instructor lead Fundamentals of Engineering course 2/20/25. I paid $1,525.75 for this course. I signed up for the Tuesday and Thursday evenings. The sessions were to be three hours each. Upon purchase of the course, the dates were changed to Sundays and Thursdays. At the time, I made it work. After about a month of courses, the instructor got sick. She was out for about a month. No classes were available during that time and we were told they would be rescheduled. They were rescheduled but for Sunday, Tuesday, and Thursday, which I was not able to make work with my schedule. Then, the instructor quit. We had about a week off before a new instructor was put in place. This was then on another completely different schedule, which I can no longer make work for me. The company mentioned making it available for us to transfer to a different course, but they are not being helpful nor responsive to my emails. I am trying to switch to an on demand course in August so I can have access for 6 months and work through the course on my own schedule. However, the difficulty in getting anyone at Kaplan to help has made me wish for a refund as I can only imagine the trouble I will incur dealing with this company any longer. Thus, I would ideally like a refund as this course has changed so much from when I signed up and has completely derailed my study plans for taking this test.

  Business Response

  Date: 06/18/2025

  We appreciate the opportunity to address the customer's concerns. ***'s customer service department has spoken with the customer and resolved the issue.

  Customer Answer

  Date: 06/18/2025

   
  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.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:06/03/2025

  Type:Sales and Advertising Issues
  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 purchased a class but the class proved to be unaccredited.

  Business Response

  Date: 06/03/2025

  Kaplan has been unable to identify the customer or class in question, or verify that the customer purchased from ******************, with the information provided. We are happy to further investigate once provided with more detailed information.

  Customer Answer

  Date: 06/03/2025

   
  Complaint: 23408481
  
  I am rejecting this response because

  ********************************* is the account
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 06/04/2025

  Kaplan appreciates the additional details allowing us to review the customer's records. The customer purchased *********** Economics, which the ************************************ has approved as a required pre-licensure real estate course. This information can be confirmed by visiting the ************************************ website,
  ***************************************************
  and entering the Sponsor ID ***** for ****************** *********** Education. Kaplan has delivered the instruction as promised and customer has completed the course.  For these reasons, customer is not owed the requested refund.

  Customer Answer

  Date: 06/04/2025

   
  Complaint: 23408481
  
  I am rejecting this response because:
  The course is not the same the one advertised in terms of accreditation. Software issues also.

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

  Business Response

  Date: 06/05/2025

  We have insufficient information to respond because the customer has not shared the specific advertisement she is referencing. Internal records of the purchase match the ****************************'s approval records and course completion was achieved.   

  Customer Answer

  Date: 06/05/2025

   
  Complaint: 23408481
  
  I am rejecting this response because:
  The college I attend states the paperwork is not accredited.
  Sincerely,
  
  ****** ******

  Business Response

  Date: 06/06/2025

  As an approved provider of real estate education, Kaplan complies with the **************************** regulations in its advertisements including clear disclosure that the education offered is for prelicensing education for real estate brokers in ********** and electives for real estate salespersons.  Nowhere in our advertising do we state the real estate courses are accredited or that degree granting colleges would recognize the education as transferable in their programs. Other colleges review prior learning on a case-by-case basis, and credit is awarded ultimately at the discretion of the college. We understand that Ms. ****** is not satisfied with this information and therefore this will be our last response.
  

  Customer Answer

  Date: 06/06/2025

   
  Complaint: 23408481
  
  I am rejecting this response because:

  It does not provide an empathetic response to computer glitches.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:01/23/2025

  Type:Product Issues
  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 December 30th, I ordered a 90-hour post-licensing course for North ******** from Kaplan ************ paying $379 after applying a discount. The course was to include 90 hours of real estate education, along with three exams, each followed by a certificate to confirm mastery of the respective 30-hour modules.On January 7th, I successfully completed Course 301: Broker Relations and Responsibilities with an 85%, which is 10% higher than the required passing score. Upon completion, I was informed that the certificate would be completed and provided within 3 to 5 business days. However, it has now been over two weeks, and I have yet to receive any certificate or acknowledgment of course completion.This failure to provide the necessary documentation is severely hindering my ability to proceed with my real estate brokerage career. Despite my efforts to resolve this by reaching out over 13 times via email and making numerous phone calls, I have received no response or resolution. It is clear that Kaplan is failing to meet its obligations, which is unacceptable and appears to be deceptive.If I do not receive my certificate by Friday, January 24th, at 5:13 PM, I will take further action by reporting Kaplan to the North ******************************* and the North ********************************. Additionally, I will seek to have Kaplan barred from offering real estate education in North ******** and any other state.I am prepared to engage my legal team to address this matter fully. Advertising and charging for a course under the promise of providing necessary certification, and then failing to deliver, constitutes fraudulent behavior. This is your final notice to rectify the situation. Failure to do so will result in significant legal and regulatory consequences for Kaplan.I expect immediate action to resolve this issue.

  Business Response

  Date: 01/27/2025

  Kaplan appreciates the opportunity to address this complaint. Kaplan ********************* notifies all students about the state-specific completion requirements at point of purchase and in the course. In compliance with North ********** regulations, Kaplan issues completion certificates only after all requirements have been met- including the requirement that the exams must be taken under proper proctored exam conditions. This student has been informed of the requirement(s) which were not met and why their certificate was not issued. If the student wishes to receive credit for study, the student's course has been reset for proper completion.