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Kaplan Professional Reviews (17)

Thank you ***, We have issued you a refund for your product and am sorry you didn't have the student experience we strive for

Thank you for the complaintI have researched this complaint and decided to issue a full refundThe student should be receiving it in the next couple days

Thank you for the inquiryI was able to research ***'s complaint with our Regulatory Filing & Reporting TeamBelow is their response:Upon review of *** ***'s situation, we are unable to apply credit for the exams she took for the courses in question. This is due to the fact
that both courses expired prior to Ms*** actually taking her exams. Both courses expired as of 10/31/2016, and Ms*** did not take and/or pass her exams until 11/1/2016. Regulatory Filing & Reporting received the exams on 11/14/2016, at which time we immediately notified Student Support that the student would need to be contacted and informed that we could not accept these exams due to the fact that these courses had expired. In order to receive credit the student would need to enroll in and successfully complete the new courses. In regards to the exams, Ms*** scored an 80% on her PA 30-Hour Real Estate Fundamentals exam (she failed her first attempt with a score of 60%) and a 65% on her PA 30-Hour Real Estate Practices exam. Also of note is the fact that in reviewing Ms***'s Practices course it appears that Ms*** completed "of 413" pages. Please see the applicable screen print included below As you are aware, Ms*** states that she was not informed that she would need to complete the course exams prior to her courses expiring on 10/31/2016. As I'm sure you are also aware, the notes in Ms***'s account indicate that Ms*** was informed of this fact at least twice

Thank you for the inquiryBelow are the notes in the student's accounts, we do believe we have made reasonable efforts for this student. Student originally ordered $Colorado Broker package on 8/4/2016.Student called on 8/29/asking for an extension, representative informed student that
he has access until Feb-2017.Student called on 1/13/and was upset about course expiring in Feb-2017. Representative that took the call gave him a free 30-day extension and advised any additional course enrollment time would require a payment of 50%. The representative asked for supervisor approval to go above and beyond our policy. Supervisor reviewed the order and granted student a new, free, 6-month enrollment, that will end 7/13/2017.Student called 8/8/2017, per notes on account: "Advised stu we cannot extend further or provide a refundHis argument was that no one had clarified he wouldn't be receiving any further free extensionsI stated that our policies were specified in terms and conditions when he purchasedCustomer threatened to contest the charge on his credit card and report us to the Revdex.com."Student did not pay us $and we have now given him two full-enrollments.Per our return policy, student is not refund eligible: https://www.kapre.com/company/terms-conditions

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI appreciate that Kaplan is willing to extend the cost free upgrade to the new coursesThis is very helpful to my current financial situationI look forward to hearing from student services in regard to help with navigation of the course as this was confusing for me the first time aroundI am extremely satisfied with how Kaplan has handled this issueThank you again
Regards,
*** ***

Mr*** did not purchase the package that offers instructor access, the upgrade was mentioned to him and we do not see any record that he sought information about it

After researching this account we have since reached back out to the student and came up with a better resolutionHere is a summary. *** purchased online through our website on February 15th During the check out process we do have complete information on our terms and conditions that
pops up and prompts the individual to read and accept before continuingIn those terms and conditions we state our access period policy and extension policyThis information is also linked on the email order confirmation that would come directly after purchasingOriginal online access period is is months from the date of purchaseHis original access ran out August 15th The first time he reached out to us was on July 25th and we reminded him of his expiration date coming upAt that time he stated he didn't know that and because he was upset we granted a free day extension which would take him to September 15thAt that time we also explained our extension policy which was noted in his accountHe then called back in on September 23rd upset because he claims we didn't do a good job of telling him about his course access time frameHe again asked for more time and our representative informed him of what was previously communicated and explained the extension policy againIn light of giving him options, we also extended a 25% discount to repurchase the courses he needed if that was what he wanted to do. Yesterday(9/24) I spoke with the representative that last spoke with the student and let her know we could have granted one more free day extension, which would allow him one attempt at the state examAnd then, making it clear this would not be an option again and told him he would have to repurchase if he needed additional timeHe was satisfied with that resolution and understands that after October 24thhe would no longer have access to our coursesHe then stated to the representative that we would "take back" the complaint. We do give students opportunities to review our terms and conditions and if anybody calls in we also remind them of this as wellI feel this situation has now been resolved from our end

Thank you [redacted], We have issued you a refund for your product and am sorry you didn't have the student experience we strive for.

We are glad to honor the complimentary updated course that we provided the option to in August. The student references and attached this offer. We will also have a student support rep call the student to ensure instructions are provided of the overall course navigation if she would like this additional reach-out.

Thank you for the complaint. I have researched this complaint and decided to issue a full refund. The student should be receiving it in the next couple days.

[A...

default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
 
[redacted]

Review: The website http://www.kapre.com/ does not provide information on the length of availability of the service. After ordering the classes, only after a couple of days is when the access to the the learning portal is provided and that is when the user will be provided with information that the service is available for only 6 months.Desired Settlement: Provide 6 month extension for the services already paid for.

Business

Response:

After researching this account we have since reached back out to the student and came up with a better resolution. Here is a summary.

Review: This is the first time I encountered a company that sells a product but would NOT provide any time of warranty or guarantee. Kaplan used to be great so I purchased their test bank again only to find out this year's practice questions was full of ambiguities (and possibly mistakes). The question explanations are poorly worded and doesn't even reference the right LOS. After numerous messages and a phone call, during which I waited almost an hour, I finally reached an "Instructor". Who practically just refused to answer any questions because I did not purchase what they called "Instructor Link". I find this is ridiculous because if I find a mistake or clarity in the question bank, they should either fix it or tell me why it is not wrong. If they cannot even fully back their own product, what benefit do I get? -- ZERO BENEFIT. That's what it is. Without even correctly referencing the LOS, I have no way to even try to give Kaplan the benefit of doubt. Some explanations clearly go against the LOS examples without any justifications. It's like Kaplan could just scribble some stuff and call it a test bank and all the users are on their own, much like a manufacturer who sells a car and tells the user "once you get off the lot, you are on your own".Desired Settlement: Stand behind your product or give me my money back.

Business

Response:

Mr. [redacted] did not purchase the package that offers instructor access, the upgrade was mentioned to him and we do not see any record that he sought information about it.

Business

Response:

Thank you [redacted], We have issued you a refund for your product and am sorry you didn't have the student experience we strive for.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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

Review: On June 28th I purchased from Kaplan RE Education the Nevada salesperson real estate study guide. I discovered a mistake in quoting the Nevada law regarding license renewal and required continuing education credits. When I contacted the customer service department they said my complaint would be researched and they would get back to me. When I did not get a response, I called and was told not to rely on their printed material but instead to should rely on the printed law. A few days later they called saying there was a mistake in their printed material and would give me a 20% discount. I consider this gross misrepresentation and consumer fraud. I should have been given full credit which was $79.00. that is the resolution I am requesting.Desired Settlement: Refund the balance of $ 63.20

Business

Response:

At Kaplan, we are constantly striving to provide the most complete, current, and accurate information in all of our products. After [redacted] purchased our exam prep material, she contacted us on three days later with a mistake in our book. This was a Friday (June 30th) and we provided a fair resolution by Wednesday, July 2nd. In the meantime we contacted our national lead instructor to research the issue and to speak with [redacted] about her concern so she was ready to test. [redacted] was provided with the correct information and a partial refund. We called and left two voice mail messages to follow up and she did not return our calls after speaking with our instructor. When students find only one error out of our content, we typically do not provide refunds as we give the correct information and post that to their online account as updates to our material. So, we did do more in this situation then we have others in the past as far as refunds go.

I purchased a product from this company over a year ago. I was told I would have all of my products that I purchased(no expiration date). I have kept every email that they sent me and nothing says a word about expiration of products. I was just told that I only had 120 days before it expired. I am extremely upset and have been in contact with multiple associates from this company and was treated very poorly. One person told me "I get that no one told you but this is just how it is."

I was not able to access their website and needed to take a class right away. They did not have their website set to accept the new i.e. update and could not give me a time frame when that would be fixed. I asked for a refund but was told I would have to return pkg once received in the mail (I pay shipping costs) AND a $20 restock fee. This was NOT DUE TO MY PROBLEM but theirs. I tried to call yesterday they were all out due to training. I called tech support today and 1st call was dropped. Got through second time and the above result is what I got. NOT impressed with this company. There are others available that I will be using in the future.

Review: I purchased one of several classes with Kaplan and when I purchased my online property management class I was not told about expiration period by the associate on the phone. nor was I notified by email that the course that I had paid for was about to expire. I have never started the class and the representative I spoke to today stated that if I had started the course I would have known that it was expired which makes no sense. I am very disappointed that I paid for a course with Kaplan that I am no longer able to use and they are not willing to provide a credit towards another class or a refund of my money. I basically paid $100.00 for a class and received nothing in return. No books no online class and no certificate. Instead of assisting me with this matter the representative decided that she would educate me on contract law and where I could have located the information on their expiration policy. All I wanted was the online class that I paid for which I'm sure requires nothing on there behalf other that providing me a user name and password.Desired Settlement: I would like the online prerecorded classes I paid for

Business

Response:

WE have reviewed our records and from the notes in our file, Mr. [redacted] did purchase a $39.00 online course from Kaplan in late Nov. 2012. Kaplan did not hear from Mr. [redacted] again, until late Oct. 2013. Mr. [redacted] actually called Kaplan to obtain information about another course (for Mortgage) - but when he asked about his prior purchase - he was informed that the $39 Commericial Real Estate CE course had expired. Kaplan's Continuing Education courses have specific access periods. These access periods are identified in our course descriptions, are included in our purchase email confirmations, and the expiration date is also visable when a student accesses the purchased course. We inform our regulators how long we will allow a studnet access.

While it is unfortunate that Mr. [redacted], a year after purchasing the course, did not recall the length of his purchase, or remember seeing that information prior to his pruchase, but Kaplan does provide that information in more than one area, and did not sell an online course with unlimited access. The continuing education courses have limited approval periods as granted by the State - andKaplan informs the State how long a student is granted access.

Kaplan never wants to turn away a student, however, in a regulated industry, we are simply not always able to accomodate every student request.

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Description: Online Education, Schools - General Interest, Adult & Continuing Education, Colleges, Universities, and Professional Schools (NAICS: 611310)

Address: 332 Front St S Ste 501, La Crosse, Wisconsin, United States, 54601-4010

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