Kaplan Test Prep and Admissions

Review: I took an onsite Kaplan GRE course last year in July-August for which I paid about $1300. Although I had planned to take my GRE by October of last year, due to circumstances beyond my control, I was unable to take the exam then. After first enrolling in the course, I realized that it was not in my best interest to take the course at this time because of these circumstances, so I had planned to drop out of the class, get a refund of my first payment, and then re-enroll at a later date. However, during my first class session, my instructor informed me of the company's policy in regards to re-enrolling in the class if you fail to take the GRE after the course is done and would like a "refresher" course or for any other reason. She told me that I could call and request to be reassigned access to the online materials as well as re-enroll in another on site course with out having to pay again. As a result of her providing me with this information, I continued the course with the mind set that I would re-take the course closer to when I was actually taking the GRE. Today I called Kaplan for the first time since taking my course last year to re-enroll in an upcoming on-site GRE course. I was told by a representative named [redacted] that it would cost $300 to regain access to online materials as well as re-take the online course, since it had been more than 90 days since I first took the course. As I attempted to ask her questions and explain the situation, she simply continued to state that it would cost $300 and that was that. Surprised by this and disappointed in the lack of quality customer service with which this information was delivered, I requested to speak with a manager. [redacted] told me that a manager would tell me the same thing so it wouldn't be necessary. After asking multiple times, she finally said that a manager would call me within 48 business hours. The manager, [redacted], called within 10 hours and informed me that it states in the terms and conditions that this is the standard procedure. I explained my situation and my source of incorrect information and I asked if I could just regain access to the online materials, seeing as that would essentially cost the company nothing, he said this would not be possible. [redacted] was very courteous and understanding and tried to be helpful, empathizing with my situation but stating that nothing could be done. I am particularly upset for two reasons: firstly, the same instructor who was suppose to teach me and provide me with helpful and accurate GRE information was not able to provide me with accurate information regarding company policies, this makes me question the integrity of all the information she provided through out the course. Also, being that Kaplan was willing to re-administer the course and online materials for free with in 90 days, clearly it is a matter of time not cost, which makes it even more frustrating as the customer. I understand that it was stated in the terms, but the same way I expect the information provided to me by one of your telephone representatives, I expect the information my instructor, another representative of Kaplan, provides to be accurate as well, so I don't think that I am at fault for not confirming her statements at the time because I thought that she was the very authority who would confirm statements of that nature. I am very disappointed with the service I have received from Kaplan, especially since the product in dispute has already been paid for and will not cause the company any financial burden for the sake of satisfying a customer who has spent well over $1000 on their services.Desired Settlement: I would like to, at minimum, be able to access the online GRE materials with out paying the additional $300. Ideally, I would like to retake the on-site course as well, without incurring the fee.

Business

Response:

Kaplan Test Prep is transparent about the terms and conditions of purchase on its website. [redacted] accepted these terms in an enrollment agreement before accessing the Kaplan program. These terms are clear and allow a student to repeat the same program at no additional cost if Kaplan is notified within 90 days of the expiration date of their initial study with Kaplan Test Prep. [redacted] made the request on 09/**/2013, 321 days later.

We want [redacted] to achieve her best on the official test so we waived this requirement one time and she has since been re-enrolled. We look forward to hearing about her success in her Official Exam upon completion.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I redeemed a Kaplan Bar Review course that was won at a law school auction and took the July 2014 CA BAR. I received the course supplies along with a letter from Kaplan stating that if I returned all the materials by December *, 2014, I would receive $250. I returned all the materials and shipped them back AT MY OWN cost well before the December [redacted] deadline. (I saved the tracking number as well). As of 1/**/2015 I had yet to receive the $250. After calling the 800 number, I am told by Kaplan that because the course was "purchased" at the course at auction I am not entitled to $250. Furthermore, they immediately destroy the shipped supplies so they "can't ship the material back to me".Desired Settlement: Either the $250 refund that was promised or a set of 2014 Bar Review Materials + the $15 shipping that I paid out of pocket.

Business

Response:

In resolution of this case, we have spoken to student and explained our policies and procedures. Student is disappointed, but understands our policy. Complaint Closed.

Review: Failed to honor oral contract or customer service commitment at the time of sale regarding MCAT prep course. We paid $$2109.00.

With reference to above case I am writing this e-mail to resolve issue at this junction. We paid $2109.00 with understanding that one can take course unlimited amount of time like SAT or money back back guarantee.

Your representative at the time of sale repeatedly advised that you can take course unlimited time even if you are not ready to take MCAT for couple of years. So I registered the course.

One time he enrolled in the class and then canceled. You enrolled in another schedule 2nd time and he did take classes. He was not ready for MCAT test so he said he will repeat again the course. Now when we asked that we want to repeat the course you refused to enroll free contrary to what Kaplan sale representative advised at the time of sale that you can take course as many times you want until you are satisfied.

I am asking you to enroll free this time or return our money. On 12/23/2013 customer service representative named Tyrek told that he will register for free and after 5-10 minutes he said that can't do it. He asked for $199.00 to enroll again. I said no for $199.00.

We have taken SAT courses from for both sons and we did not have any issue. Believing in good customer service we registered for MCAT with full understanding that we can repeat courses as many times as we want or money back guarantee.

I hope for favorable resolution. I will prefer e-mail correspondence.Desired Settlement: Either refund money or re-enroll in the course.

Business

Response:

We are in current correspondence with this student regarding his concern. The student, and his parent, prefer to communicate via email, which makes the resolution process lengthier in time.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

They are requesting more time in your e-mail.

Thank you.

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

Sincerely,

Business

Response:

We sent a follow-up email to [redacted] on 1/**/14 with a resolution. As of today, we have not heard back from him. We will attempt to make contact again today to see if we can resolve.

Review: Complete Bar Exam On-Line was to be provided to 7/**/15 pursuant to [redacted]. Complaint filed with offices in both writing and opened service tickets case #[redacted]. Kaplan Test prep has failed to respond, call back, or return any message. $1,316 is now requested to be refunded immediately.Desired Settlement: Either immediately activate On-Line course or refund immediately so that [redacted] may be purchased.

Consumer

Response:

Refund was received. Thank you Revdex.com as this has gone on and one for months without any progress and you cleared it up. Greatly appreciate the Revdex.com. [redacted]

Review: I signed up for Kaplan Bar Review in the spring of 2014 for the Summer 2014 Bar review course. I was drawn to Kaplan due in part to the $250 deposit reimbursement for returned books. There was a deadline of December *, 2014 to return the books to get the deposit back. I sent my books on November **, 2014 at my own expense, and have a bank account statement that verifies. The only requirement was that I postmark my books by December [redacted], which I did. I have since been in contact with Kaplan customer service where I was informed that their warehouse indicated my books were both received and postmarked on December [redacted], which does not make any sense. Now, on February *, 2015, the customer service representative indicated that it was my responsibility to let them know what the tracking number is so they can look it up and verify that their warehouse was wrong. Apparently the burden of proof has shifted to me, even though I upheld my end of the contract. Nowhere in the contract did it say that I was required to save my tracking number to prove them wrong. Unfortunately the packaging has been destroyed, so they can no longer check my original package. This behavior is unethical, and takes advantage of law graduates who are required to take a bar review course at costs well into four figures, and desperate to save money.Desired Settlement: I want my $250 deposit reimbursed.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: The business made a promise to refund my money or offer the class again due to the poor service that I received the first time via their course guarantee but reneged on the promise and never called me back after various calls.Desired Settlement: I would, like a refund for the cost of the course since this process was a horrible experience, and I believe no one should waste their hard earned money with a dishonest business, such as Kaplan.

Business

Response:

We are currently researching this complaint and will provide an update within the next 48 hours.

Consumer

Response:

The business is supposedly researching the issue that was supposedly research by an individual already before I contacted the Revdex.com. I'm willing to wait the 48 hours for a response.

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

Sincerely,

Business

Response:

September **, 2014

Thank you for contacting Kaplan University regarding the concerns expressed by [redacted]. Kaplan University’s Office of Student Relations is dedicated to ensuring excellent administrative service and the highest level of satisfaction possible for our students. We take great care to ensure that important matters are properly managed to an acceptable standard.

In [redacted]’s correspondence, dated July **, 2014, he expressed his disagreement with the response provided by Kaplan Test Prep (KTP) [redacted] on July *, 2014. [redacted] emphasized the KTP department had not replied to his request to receive a refund or offer the class again at no cost.

Kaplan University’s Office of Student Relations conducted a thorough review of [redacted]’s student records. We verified [redacted] initially enrolled within the Kaplan Test Prep program 8/*/2009-11/*/2009. At that time, [redacted]’s enrollment included the Higher Score Guarantee (HSG) which allowed him to decide, within three months, whether he wanted to repeat the same program one more time for free or request a refund. The Higher Score Guarantee states, “If you choose to repeat, you will not be eligible for the money back option.” [redacted] decided to repeat the same program with the enrollment dates of 10/**/2010-1/**/2010.

We reviewed [redacted]’s previous grievances filed with the Revdex.com. We confirmed on 6/**/2014, a KTP [redacted] replied to his complaint stating: “We are a reputable company, in this instance, a third party made the payment on behalf of the consumer so we are unable to provide the funds back to the consumer.” On the same day, [redacted] replied and requested to receive another class session.

On 7/*/2014, a KTP representative indicated that [redacted] was offered the opportunity to take the test a third time, to which, he declined. Additionally, he was advised KTP delivered and the student utilized the services paid for by Vocational Rehab (State of Florida Department of Financial Services). Therefore, a refund cannot be issued.

The Office of Student Relations corresponded with the Kaplan Test Prep [redacted] with regard to [redacted]’s concerns. It is our intention to allow [redacted] to enroll within the program for a third time, at no cost to him. Should he decide to take this opportunity, he may do so by contacting the Office of Student Relations directly at [redacted] attention: [redacted] or [redacted] or ###-###-#### for assistance.

We appreciate the Revdex.com allowing us an opportunity to respond to [redacted]’s concerns. We look forward to hearing from him directly.

Sincerely,

Consumer

Response:

Hello,

I need this option to be available to me for the LSAT or GRE because I might not be taking the GRE again. I appreciate the offer for the class, and I hope that you keep your word. Also, this is the first time someone has offered me this option so there is no need to imput false information to make the company look better than what it is.

Cheers,

Review: I signed up for a GRE prep course in February. A representative from this company assured me that I would receive a full refund if I was unhappy with this product in any way. For this reason, I believed this was a no-brainer. It is now May and I have not used the course materials (other than the initial diagnostic test, which are available for little to no cost online from several sources). As I decided that I do not need this service, I called and requested a refund. As the course ran for 3 months, it just ended. The company claims that I cannot receive a refund because this time limit expired. No time limit was specified by the representative at the onset of the course. It seems very dishonest to make claims that lure students in during a busy school semester and then deny them the chance of a refund once they have the extra time to collect their lives.Desired Settlement: I want the company to honor what was promised and provide a full refund.

Business

Response:

The student was entitled to receive as a refund, as such we have honored his request.

Review: On Kaplan site [redacted] it states: "Guaranteed Results on the GMAT — Or Your Money Back" "....if you don’t score higher, you can study with us again for free or get your money back." I did not get a higher score than my diagnostic test so I am entitled for the money back guarantee. When I called [redacted] and spoke with the Senior Manager Jean Bour, he will not honor my refund. I even sent proof of my official GMAT scores.Desired Settlement: I want my entire $1,294.00 refunded back into my account please.

Business

Response:

In reconciling the Revdex.com Complaint that the Customer Resolution Team received on January **, 2014 (Complaint #[redacted]), Kaplan Test Prep and the student have reached a mutual resolution. The student will invoke their free course repeat option per the standard Higher Score Guarantee guidelines.

Review: I spoke with Kaplan services this weekend on 12/**and explained that although I registered for a program for my brother, he would be unable to take advantage of it and that I would like to cancel it. The customer service representative stated that they understood these things happen and agreed to provide a full refund of the money that had already been billed to my account, $730. Today, [redacted], the program manager there calls me to state that I should try to get my brother to take the lessons because otherwise I will be charged a $75 fee per hour. According to her we were purchasing 12 hours, despite the fact that I only received a receipt for 6 hours. That creates a potential liability of $900 that I simply will not incur. I have placed these charges in dispute with my credit card and am awaiting a phone call from a higher up at Kaplan to discuss since [redacted]stated that there was nothing else she could do. It is very important to note that at no point during our conversation did a Kaplan representative cite this cancellation fee or policy, in fact their own customer service staff was unaware of it. Therefore, their request of a $900 fee should not be honored. Most importantly, these sessions were scheduled to being in January 2014 and none of them have been used yet.Desired Settlement: Full Refund

Business

Response:

Kaplan Test Prep reached a mutual agreement with the consumer and this complaint is now considered closed with a satisfactory resolution.

Review: My complaint towards Kaplan is due to the following reasons

I signed up the Kaplan GMAT on site course that began in July of 2013

When I signed up for the class I was told that a benefit of Kaplan was the higher score guarantee however, details of qualifying for the guarantee were not disclosed to me by the representative. It was also not disclosed that some of the classes are “flex” sessions, which I need to attend online. I specifically signed up for the on-site classes because I felt that learning in person would be really beneficial.

I completed the diagnostic exam within the first week of class and received a score is the high 400’s. Although I was disappointed with the score, I worked diligently on the homework we were assigned in book and worked through the online material. However, the majority of my studies were completed in the book.

The instructor as well as the representative I enrolled with over the phone never informed me that to qualify for the higher score guaranteed all of the online program needed to be completed. I was just told that if I’m not happy with my score I could retake the class or receive a full refund. When I took the official GMAT test I was extremely disappointed when I received a score in the low 300's. My hard work and dreams of attending a good MBA program seemed to be slipping away. Also the Integrative Reasoning section, which was one of the flex sessions we were required to schedule, was the section I performed very poorly on.

After taking the test in August I enrolled in a class that will begin in late January of 2014. But after reviewing the new syllabus and seeing that this class will also have flex sessions, I felt that it was best to drop the class and have Kaplan honor it’s higher score guarantee. I called and the representative David told me that I did not qualify because I did not complete all of the online assignments. However, when I enrolled in the class the representative did disclose that this was a requirement. I asked to speak with a manager and I was told that one would call me back. The next day I spoke to two managers one of them named [redacted] who told me that they would not honor my request for a refund. I informed her that I did complete assignments online and in my corresponding Kaplan book. However, my request was still denied.

Kaplan did not disclose all of the terms of the higher score guarantee and on their website the terms of the guarantee does not state that all of the assignment have to be completed online. I thoroughly explained I completed the assignments online and in the book which the representatives/management refuse to take into account. I also feel that when I registered for the class it was not disclosed to me that some of the class would be online “flex session” which is not what I paid for.Desired Settlement: I would like Kaplan to honor the guarantee that they advertise and I would like to drop my current class (which has not begun yet) and receive a full refund.

Business

Response:

In reconciling the Revdex.com Complaint that Kaplan received on January **, 2014 (Complaint #[redacted]), after making the student fully aware of all the resources she has available to her, the full details of her course, and the guidelines of her Higher Score Guarantee, the student has agreed to take advantage of her free repeat and take the course again. We are happy to have resolved this complaint to the student's satisfaction.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted]. This issue has been closed only because Kaplan refuses to give me a refund. I want to make it clear that I do not agree with the fact that Kaplan with not give me a refund and I still believe that I should receive one. However, I do not want to pursue this issue any further.

Sincerely,

Review: The Kaplan Bar Review Course representative at my law school ([redacted]) told me that I must sign up by November **, 2014 to lock in the rate, and after that, prices would go up. I was told that I just needed to put down a $250 deposit to lock in the current rate and the balance had to be paid by April the following year. My current balance after paying the $250 deposit is $2,195.00

I relied on this information, to my detriment, and I would not have signed up for this course but for the information received from the representative. I have lost $250 that is nonrefundable. I am not saying that the representative at my school intentionally told me false information.

Even after November **, 2014, the prices have not gone up. I have two internet screen shots to prove this.

Furthermore, Kaplan had a one-day promotion that drastically reduced the price of the course to $1595

I asked to be given this price since it is approximately $1000 cheaper than the plan I signed up for. I called customer service several times, but received no answer initially. Then I sent some emails. When I finally got through, the person on the phone told me that they would speak to the regional director about the issue. I never heard back from the regional director. Kaplan finally responded to one of my emails and said that they could not honor my request and that they sent an email earlier notifying me that they could not honor my request. I never received such an email, so I requested a copy of the email.

I received the following email:

"We understand that you are requesting an email be forwarded to you from the [redacted] of December. You will have to specfically reach out to the person who sent you the email you are wanting. We do not have a record of it."

The email does not exist because it was never sent.Desired Settlement: I either want my $250 credited back to my credit card, or a credit to my account that would bring the cost of the course down to $1595.00, with the balance due by April *, 2015. These options seem very reasonable.

Business

Response:

This student was contacted an a mutual agreement was made to assist the student on 12/**/14. This issue has been resolved.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I have had horrible horrible horrible experience with customer service with Kaplan. Tues July [redacted], 2013I called to sign up for a prep test class, provided class information and bank account information to complete the registration. I was told that I would receive a confirmation email within a couple hours. Two days passed and I didn't receive such email, I called again to confirm the process. The customer service rep [redacted] said there was a glitch in the system and I wasn't registered. He confirmed my billing information and said he would reregister me. He said he would call me once the transaction was complete and he said I should receive a confirmation email as did the previous rep said. he said to check my bank account the next day to verify the payment withdrawal. Once again I did not receive a confirmation email. I checked my bank account on Friday and no funds were withdrawn. I called back again on Friday stating that I was frustrated with the process since the class started the following Monday. I was transferred to a couple reps who transferred me again and by chance I was connected to [redacted] again. He said he didn't call me cause he didn't have my phone number, then he said he did call (although I received no calls) then he said I was supposed to call him. He downplayed my frustration only to try to register me in the class again. it struck me that he was working on commission and it was more important for him to make the sale than to remedy the issue. I called again on Monday, I spoke with [redacted]. She said she would waive the fees due to the poor service I received. I received and emailing supporting what she said. a few days passed and I called again asking why my payment wasn't refunded. he said I spoke with [redacted] she was on another call and would call me right back. I never heard from her. I called again asking for a manager. I spoke with [redacted]. He said he would talk to [redacted] about this issue and call me back the following day (July [redacted]). I never received a call back. I inadvertently deleted the email to prove my assertions. I called again today, August [redacted] and spoke with [redacted] asking if I need to provide the email (it will cost me money to retrieve the deleted email), he assured me that [redacted] would get back to me immediately. That was 6 hours ago. Their office is now closed. It has been nearly three weeks of horrible customer service. I would have cancelled my class if there were another prep class from another company in the area.Desired Settlement: Honestly, I don't know what the resolution is. I will take it upon myself to retrieve the email. I just wanted a call back with actual information. I wanted someone to actually take interest in their customers. Once I retrieve the email I expect to be reimbursed. And to be reimbursed the cost to retrieve the deleted email

Business

Response:

After thorough review, Kaplan Test Prep has decided that the consumer's request is valid. We are actively attempting to contact the consumer to confirm resolution. Refund was processed on 8/**/13.

Review: I have spoke to several individuals at Kaplan and it seems that we do not have an agreement of what the Kaplan refund states.

This is the policy I have under my enrollment agreement:

HEALTH PROGRAMS

REFUND POLICY

[Please note sessions are defined as the occurrence of a classroom session (On-Site, Anywhere/Live Online), usage of online resources ([redacted], [redacted], etc.), proctored exams or tutoring. Unused tutoring hours will not be refunded once your Program has ended or your online access to the Program has expired]

We will refund tuition and fees as set forth in state or federal regulations, if applicable. In the absence of state or federal regulations, we will refund tuition and fees as outlined below

a. If you cancel within 48 hours of enrolling and before utilizing any part of the online curriculum, we will refund you all tuition paid provided that books are returned unused.

b. If you cancel after utilizing 25% or less of the online curriculum, or if 25% or less of the enrollment period has elapsed, we will refund you 75% of tuition paid.

c. If you cancel after utilizing greater than 25% but less than 50% of the online curriculum, or if greater than

25% but less that 50% of the enrollment period has elapsed, we will refund you 50% of tuition paid.*

d. If you cancel after utilizing 50% or more of the online curriculum, or if 50% or more of the enrollment period has elapsed, there will be NO REFUND.*

I feel like Kaplan is failing to honor their refund policy.

I am enrolled in an online live review class: [redacted] This class started on 7/**/14 and consisted of 8 sessions on [redacted] and [redacted] commencing on 8/*/14.

I was able to attend to attend the first four live on demand sessions. But was not able to attend the last four sessions.

I am a single mother and sole caretaker of my [redacted] year old son. I was not able to participate in the last half of the class due to not having a sitter for my son.

On August*, 2014 at [redacted] (the very last session of the live on demand classes), I contacted Kaplan to discuss my options as to missing the last half of the classes. The representative then told me that as a courtesy she can extend the class until 11/**/2014 and referred me to the Kaplan enrollment agreement and nothing further can be done. That same day, a supervisor called me at [redacted] and left a voicemail that Kaplan cannot honor anything further.

Upon reading the Kaplan refund policy under the enrollment agreement, I could have received a refund on August*, 2014 but that was never discussed as an option.

I call Kaplan again on November**, 2014 to request a refund for not utilizing over 50% of Kaplans content. The representative I spoke to denied my request based on the live portion of the class being over and that a courtesy extension was granted on August*, 2014.

I tried to explain to her, that I have not used Kaplans online content since the courtesy extension was granted and that extension has nothing to do with your refund policy. Your refund policy states: "If you cancel after utilizing greater than 25% but less than 50% of the online curriculum, or if greater than

25% but less that 50% of the enrollment period has elapsed, we will refund you 50% of tuition paid" The key word here is "or." I have not utilized anything near the 50% of the online curriculum. According to the course syllabus, I may have completed about 25% of the curriculum for this review.

I would also like to mention how unprofessional the Supervisory staff can be. As per my request on 11/**/14, a supervisor contacted me. However, maybe 5 minutes into the conversation she hung up on me. The number called from was ###-###-#### at [redacted] on 11/**/2014 and she hung up on me.Desired Settlement: I would like someone from Kaplan to look into my Kaplan account, determine the amount of the online curriculum that I have utilized and please grant a refund based on their refund policy.

Business

Response:

In reconciling the Revdex.com Complaint that the Customer Resolution Team received on December, * 2014 (Complaint #[redacted]), we have agreed that a partial refund is warranted. Refund has been processed and complaint has been resolved.

Review: It now being 2015, I was sent to collections due to a billing mistake by Kaplan in 2013. They incorrectly overcharged me 2 years ago and have now filed paperwork against me. When I was first contacted about this in the Fall of 2014, the supervisor assured me of the mistake and that it would be corrected. It was not. I am now being harassed by collections when the mistake is from Kaplan.I have been calling every other day for the past month to have this fixed but no supervisor is ever available to talk and is incapable of returning a call. I speak to someone, they say they will escalate it immediately and that I will be called back by a supervisor within 48 hours. Then nothing. So I call and again, say it will be escalated and that I will be contacted in 48. Then nothing. For a month now. I have the gotten the names and dates/times of everyone that I have spoken to.Desired Settlement: I would like a response as to when Kaplan will remove me from their collections list. And an apology for wasting my time trying to track down their employees to do their jobs properly. Thank you.

Business

Response:

In resolving Complaint #[redacted] we have spoken with the student and the complaint has been resolved. The student has also been supplied with direct contact information should she need further assistance.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

No one has spoken with me. The issue did happen to get resolved a few days after I made the complaint but Kaplan reached out to me to speak about the complaint and have NOT spoken to me. They did call me and email me at a time I was away without access to phone or email. I have since returned both the email and call. I am currently awaiting their next attempt to reach me.

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

Sincerely,

Business

Response:

In resolving this complaint, we have spoken with this student and all has been resolved.

Review: On Monday, November **, 2013, I called Kaplan to cancel my enrollment in a bar preparation course for the California bar. The course was not scheduled to start until mid-December for a test date of February 2014, so I did not think it would be a problem. I had not received the course materials in the mail and no service had been provided to me in any way. I was told by the representative I spoke with, [redacted], that she was not authorized to provide me with a refund and someone else would have to call me back. I asked her when I could expect my call to be returned and she said within 24-48 hours. On Friday, November **, I had still not heard back from anyone at Kaplan. That morning I received a shipping confirmation email for my course materials. This came as a surprise to me because Kaplan had been aware for five days that I had no intention of taking the course. I called back the number provided for the Kaplan Bar Prep customer service and this time I spoke to [redacted] instead of [redacted] (they work in the same department). I explained the situation to [redacted] and he was very understanding and helpful. He told me that he would send a follow up email to the regional director, [redacted], asking her to call me back. He also provided me with her email address. Ms. [redacted] called me that day after [redacted]'s follow up email and I explained the situation to her as well. She told me she would re-route the books so they would not be sent to me and cancel any future charges for the course (it was to be paid in 3 installments), but she was not willing to refund my initial payment for the course, which was $739. I told her I intended to continue pursuing my refund, as I do not think it is fair to be charged $739 for a service that was never provided. She said she understood but would not be changing her position. I understand that Kaplan is a for-profit institution but I do not believe this refund policy is honorable in this scenario. Kaplan was placed on notice weeks before the course started and before the course materials were shipped that I had no intention of taking the course. They could have easily removed me from the enrollment list and refunded me at no cost to them. Instead, they now insist I pay them $739 for a service I have never and will never receive.Desired Settlement: I respectfully request that Kaplan refund my initial payment of $739 for the California bar prep course for the February 2014 examination. I never received the course materials and notified Kaplan of my intention to withdraw several weeks before the start date.

Business

Response:

Kaplan Bar Review contacted the consumer in regards to his complaint to the Revdex.com. He was explained the refund policy written within the terms and conditions of his course he enrolled in. He understands the policy, and Kaplan and the consumer have come to a mutual satisfying agreement regarding his request for a refund.

Review: Kaplan contacted me a few days before my daughter was to start her in-class ACT prep classes in Totowa, NJ on 4/**/14. They tried to sell me on switching to online classes which was not an option for my child's success as far as I was concerned. I confirmed that I wanted a full refund since they were not offering the days that were suitable for her schedule. I was forced to go to their competitor ([redacted] for the in-class prep) which I paid for and moreover, started as scheduled.

Kaplan had no problem charging my American Express card three (3) times for the 3 equal payments, but they seem to have a BIG problem crediting the money back to that account. I have spoken to no less than 6 customer service people asking for my money back and emailed another 4-5 times requesting the same. I have heard everything from, "Our system won't do it", and "I'll send in the credit right away" to "You will have a $719 credit in 3-10 business days." I have been dealing with this for almost a month now and I should not have to contact my credit card company to credit an account that a company; namely, KAPLAN, should automatically do for a service that was not rendered.Desired Settlement: Full refund and nothing to do with this company ever again!

Business

Response:

To reconcile complaint # [redacted], we spoke with the parent and assured her the refund was processed. We apologized for the inconvenience of the elongated wait which was due to internal technical issues. The parent has been given direct contact information should she need any further assistance from us.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: My daughter took the PSAT Anywhere course. We paid for the course. She attended every online class and did every homework assignment. She took every practice test and recorded it online that was part of the course. Her score was worse after the course than it was before the course. The company falsely claims to have a money back guarantee if the score does not improve. I contacted them for a refund and they placed the blame on her stating she did not complete the homework. I asked them for more details. They said she did not record her homework assignments online. At no time during the course were the students told to complete the homework on line. She did it in the book but did not then transfer the work online. I got her workbook and it does not tell the students to record the homework online. This is a nasty little trick played on these students and parents to keep from honoring the commitment this company has made to its customers. They have now refused to respond to my emails for the past 10 days. Great customer service. They are ignoring me hoping I will go away! They offered to let her take the course again knowing full well that she will never take this test again so it is of no use to her. I offered to take a credit instead of the refund. At this point is when they began to ignore me in order to continue to cheat me out of my money.Desired Settlement: Kaplan should refund my money.

Business

Response:

We have spoken with the parent and this case has been mutually resolved.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I took the MCAT Kaplan test prep course in-class. Prior to taking the MCAT, I followed the syllabus provided by Kaplan very carefully and made sure to complete all of the required assignments. On May *, 2014 I took the MCAT and scored substantially lower than my diagnostic test. The Higher Score Guarantee offered by Kaplan states that if the student scores lower on the actual MCAT than on their diagnostic test, Kaplan will refund the student their money.

I contacted Kaplan about three times and asked them to honor the Higher Score Guarantee. The first time I called I spoke to someone from Customer Service. She asked me for my information and proceeded to give me her email so I could send her my score. The email turned out to be invalid. I called again a few days later and the person I spoke to claimed I did not complete all the required coursework on the syllabus. I told him I did complete everything and asked to speak to a supervisor. He took my information and said I would be contacted within the next two days. I never got a phone call. I called a third time, told the representative my situation, and asked to speak to a supervisor. The representative then claimed to be the supervisor. He told me that they were unable to honor the Guarantee based on the fact that I did not complete ALL of the offered practice MCAT exams on the website. I told the representative that the syllabus only has five practice tests that were required to be completed. He then told me that I was required to complete every single practice test offered to me on the website and since I failed to utilize all my resources they were not going to refund my money.

Every time I called someone had a different reason about why I couldn't get my money back.

That was the last time I called Customer Service. A few weeks later, I mailed a letter to the headquarters requesting a refund with my MCAT score attached. I was denied and they asked me to call Customer Service.

After I received my scores, I looked up the terms and conditions of the Higher Score Guarantee to make sure that I qualified for a refund. The Guarantee says "We ask that everyone interested in exercising the money-back component of the guarantee have completed the required assignments of the course, namely:

Attend/watch your classes; Take your diagnostic before Session 2; Complete required homework; And take the required practice CATs."

I am frustrated because I studied and did everything I was supposed to do. I looked in the Lesson Book that went along with my course to see if the additional AAMC/KAPLAN practice MCAT exams were required and they were not. The Lesson Book clearly states them as being recommended. Their Guarantee clearly states that "required practice CATs" need to be completed. Nowhere in the website or the Lesson Book does it say that practice tests beyond the five on the syllabus were required.Desired Settlement: I would like Kaplan to honor their Higher Score Guarantee and receive a full refund.

Business

Response:

In reconciling the Revdex.com Complaint that Kaplan received on September *, 2014 (Complaint #[redacted]), after making the student fully aware of all the resources she has available to her, providing the full details of her course, and the guidelines of her Higher Score Guarantee, the student has agreed to take advantage of her free repeat and take the course again. The student agreed to let us know what class she wants to take by December **, 2014. We are happy to have resolved this complaint to the student's satisfaction.