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Business Profile

SAT Prep Courses

Kaplan, Inc.

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Kaplan, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Kaplan, Inc. has 33 locations, listed below.

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    Customer Complaints Summary

    • 27 total complaints in the last 3 years.
    • 9 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/26/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 the course from Kaplan financial with the understanding i could take the combo exam for property and causality but when i got to the exam part and asked questions they said it was not permitted in nc one ****** search can prove that. Had a chat with support and they were not helpful arguing it was not legal and disconnected. All im asking is my money back since the course is not what is as well they need to specify they do not own the combo exam. Or knock off part of the course fee since now i have to pay for 2 proctors and take up double the time.

      Business Response

      Date: 02/28/2025

      The exams are sperate because because your state requires them to be separate. As outlined in the course completion instruction, you can take either property or casualty or both.

      This purchase does not qualify for a refund because you accessed and completed the course.

       

    • Initial Complaint

      Date:02/03/2025

      Type:Product Issues
      Status:
      Answered
      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 ended up cancelling a course with them and they agreed to refund the cost for the course, I explained to them I needed them to send me a check due to my checking account recently being compromised, they promised they would send me a check and then later that day they emailed me and told me they refunded it to the checking account that had been compromised, now its going to take potentially several weeks to recover that money along with the rest of the money that was in my account.The two individuals who let this happen are *************

      Business Response

      Date: 02/04/2025

      As previously stated, per Kaplan policy, the refund was processed to the source of the original payment.

      We have verified that your bank has accepted the refund into the account from which the purchase was made. We do not have the ability to cancel that refund as it was accepted by your bank.  If the bank rejects the refund, or if you contact them and the amount is returned to Kaplan, we will issue a check, but without such a rejection or return, the refund will stand and you will need to work with your bank on resolution, as they accepted the funds.

      Customer Answer

      Date: 02/05/2025

      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:

      Kaplan keeps referring to its company policy but fails to address the fact that they told me my refund would be issued in the form of a check and then still went ahead and refunded it to the card. Kaplan wants to try to hide behind company policy when they are inconsistent in their communication. They have created more issues for me by being dishonest and I do not accept their response.

       

       

       

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


      Sincerely,

      ***** *****




       

    • Initial Complaint

      Date:01/22/2025

      Type:Delivery Issues
      Status:
      Unanswered
      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.
      Hello, My name is ****** *******, I am a lawyer in *********, ** and I am writing on behalf of my wife, **** Ramtinfar, who is currently enrolled in Kaplans USMLE Step 1 Live-Online test prep course. We purchased the program on January 12, 2025, with courses commencing on January 13, 2025. As part of this package, we ordered an additional physical book, which was to be delivered to our home.On January 13, 2025, we received notification that the book had been shipped, accompanied by a *** tracking code ******************. However, on January 15, 2025, *** informed us that the shipment was damaged and would not be delivered. Since then, despite multiple attempts, my wife has been unable to have Kaplan arrange for a replacement, despite a customer care representative telling her on January 15, 2025 that within 48 hours a new book would be shipped.This delay is unacceptable and has adversely affected my wifes ability to effectively participate in the course. We demand that Kaplan immediately dispatch a replacement book to our address via expedited shipping.

    • Initial Complaint

      Date:12/03/2024

      Type:Product Issues
      Status:
      Answered
      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.
      Kaplan has provided real estate education via ***** and has not obliged to its return or refund policy due to being incorrect for the path needed. I contacted Kaplan within the return period and was told management would be in contact with me within 72 hours. This attempt was on 7/2/24 and there has been no update. This course is invalid and needs to be refunded or I will be proceeding with small claims court for the full balance. The course began on 6/18/24 and order number is ********.

      Business Response

      Date: 12/20/2024

      The customer completed Kentucky licensing education with Kaplan ********************* in 2021. Per ******************************* (****) regulations, it is the customers responsibility to report their course completions to the ****. Additionally, state requirements mandate that post-licensing education must be completed within two years of obtaining a license.

      On June 17, 2024, the customer purchased the Kentucky post-licensing package, which was the correct package for their requirements. They successfully completed 16 courses with Kaplan. However, on June 24, 2024, Kaplan's regulatory department informed the customer that their course completions could not be reported to **** because their license was not active. For ****************** to report these completions, the customer must first reinstate their license with the state of *********

      Regarding the customers request for a refund, ******************* refund policy states that refunds are only available within 30 days of purchase, provided no courses have been completed. As the customer is outside the refund eligibility period and has completed multiple courses, they are not eligible for a refund.

      Kaplan remains committed to assisting the customer once their license has been reinstated and will ensure that course completions are promptly reported to **** at that time.

      Customer Answer

      Date: 12/23/2024

      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 was assured this course was the correct course and was later corrected and informed it was not. I attempted to contact Kaplan well before filing of this and no return of contact was made. Kaplan has provided an email that is undeliverable and not responded to numerous requests of escalation. I am demanding refund or I will be filing with district court action for the full balance to be refunded. 

       

       

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


      Sincerely,

      ****** *****




       

      Business Response

      Date: 12/31/2024

      I attempted to contact you earlier today and left a voicemail. After thoroughly reviewing the details of your communication and experience, I want to sincerely apologize for the challenges you faced with Kaplan. We truly value our customers, and its clear that we fell short of the standard you deserve. Please know that your experience is not reflective of the level of service we strive to provide.

      As a gesture of our commitment to resolving this matter, the amount you paid has been fully refunded. Please allow up to 10 business days for the refund to process.

    • Initial Complaint

      Date:10/28/2024

      Type:Product Issues
      Status:
      Unanswered
      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 signed up for Kaplan Bar Review course because of their live classes. On top of that, when I signed up through my local **** I was told that I would get my money back if I wasn't successful on the bar exam after using the course. Not only did the *** say that, but it was also advertised on their website when I signed up in October of 2023. Today (October 2024) I called to request a refund for not being successful on the bar exam and they said they no longer offer it as of August of last year. I said that when I signed up in October of last year, it was available to me. I didn't get upset with the person on the phone because I know it's not their fault, but this is outrageous. I checked the website today and they changed the policy to a free ***eat course, but that shouldn't apply to me if I was told I would get a refund when I signed up last year. There is also something on their website that indicates a "money back guarantee" as I was promised when I signed up originally. Shame on Kaplan. I don't want to use the same course that didn't help me pass the exam, I wanted a refund so I can use a better course.

    • Initial Complaint

      Date:06/18/2024

      Type:Delivery Issues
      Status:
      Answered
      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.
      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

      Date: 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

      Date:03/21/2024

      Type:Product Issues
      Status:
      Resolved
      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 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

      Date: 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 Answer

      Date: 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

      Date:03/20/2024

      Type:Product Issues
      Status:
      Answered
      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.
      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

      Date: 03/20/2024

      This was resolved on 3/20/2024.

    • Initial Complaint

      Date:02/28/2024

      Type:Product Issues
      Status:
      Answered
      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 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

      Date: 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

      Date:01/10/2024

      Type:Product Issues
      Status:
      Resolved
      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 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

      Date: 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 Answer

      Date: 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,

      ***************************



       

    Kaplan, Inc. is NOT a BBB Accredited Business.

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