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Business Profile

SAT Prep Courses

Kaplan, Inc.

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

    • 26 total complaints in the last 3 years.
    • 8 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.
      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,

      ***** *****




       

      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.

    • 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.
      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: 12/20/2024

      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.

      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. 

    Kaplan, Inc. is NOT a BBB Accredited Business.

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