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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:01/04/2024

      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.
      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

      Date: 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

      Date:10/10/2023

      Type:Service or Repair 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.
      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 You

      Business Response

      Date: 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 Answer

      Date: 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

      Date:09/13/2023

      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'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

      Date: 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

      Date:07/13/2023

      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.
      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

      Date: 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

      Date:06/06/2023

      Type:Service or Repair 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 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

      Date: 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 Answer

      Date: 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,

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



       

    • Initial Complaint

      Date:02/09/2023

      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.
      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

      Date: 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

      Date:08/22/2022

      Type:Service or Repair 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 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 Answer

      Date: 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

      Date:07/15/2022

      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.
      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

      Date: 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. 

    Kaplan, Inc. is NOT a BBB Accredited Business.

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