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Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||1|
|Total Closed Complaints||1|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Business ManagementMr. Hossein Afrookhteh
Schools - Business & Vocational
Alternate Business NamesBrightwood College CEI College Maric College Southern California College of Court Reportin
THIS LOCATION IS NOT BBB ACCREDITED
4040 Vine Street
Riverside, CA 92507 Directions
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Additional Phone Numbers
- (800) 225-5187(Phone)
- (951) 276-1704(Phone)
- (310) 532-6328(Phone)
- (714) 772-6941(Phone)
- (213) 351-2000(Phone)
- (949) 472-4192(Phone)
- (940) 947-2419(Phone)
- (714) 758-1500(Phone)
- (818) 704-7272(Phone)
- (760) 778-3540(Phone)
- (877) 273-0287(Phone)
- (951) 781-7400(Phone)
Additional Web Addresses
Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
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|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
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Problems with Product/Service
Read Complaint Details
Complaint: Kaplan failed to honor its money-back guarantee on course fees paid on its ACT Test prep course (fees: $699) In July 2014, I called into Kaplan and registered my son for its 10 class ACT Test prep course. The course fees were $699 with an additional $35 for materials. The person on the phone confirmed for me that if my son's ACT scores did not improve by at least 1 point, my course fees would be returned. I was never provided a contract nor was my son. Courses began at Kaplan's Riverside location on 7/27/14 and ended on 9/6/14 (weekend classes). My son attended EVERY class and did ALL of the HW assigned by his instructor (which was practice and review from the text). The instructor advised that "if you have any problems with the materials covered, you can check out some neat resources on-line at Kaplan.com". Since my son believed he understood all material covered, he went on-line only to find his score results for the tests they took in class. My son took the ACT Test on 9/11/14 and we received his score this morning. It was a 24 which is the exact score he had received in March 2014 when he took the test the first time, w/out any prep. This morning, I called into Kaplan requesting the refund and was asked to email my son's score to a Ms. Ibrahim. I did so and received a response that my request for refund was denied. I called in again and a second CSR (did not get name)said that my son did not review all materials on-line and therefore the guarantee was null and void as per the contract he "signed" 9/3/14. My son never signed a contract (nor did I, his legal guardian) and neither of us was EVER told that review of the "resources" on-line was required in order for the guarantee to be honored. I asked for a copy of the signed contract and received an unsigned contract that neither of us had ever seen. This may have been included in small print on Kaplan's website but it should not be honored if neither of us got an opportunity to review it.
Desired Settlement: I simply want Kaplan to honor its guarantee and return the $699 in course fees.
Business Response: Initial Business Response /* (4000, 11, 2014/11/10) */ Final Consumer Response /* (4200, 9, 2014/10/30) */ This is in reply to an email I received today from BBB inquiring as to whether I had heard from Kaplan. I did receive an email 10/28 from Kaplan's Corporate Resolution Team advising me that on two separate occasions (10/22 & 10/24), they had tried contacting me by phone and that since they had not heard back from me, they would close the matter 10/31/14. I emailed back to inform them that I had not received any phone call and provided them with the correct phone number and times they could reach me. I added that I would prefer corresponding via email (so that I had a written record of that correspondence).