Complaint Review: Kaplan University

I have my A.S. degree in Criminal Justice and was looking to advance my eduation with a B.S. degree in Psy/Substance abuse. I work with Addicts and Alcohol already and know the field very well, but I figured an actually B.S. degree in Psy/Substance abuse would look lovely on my resume to my current employer now or future employers.
I was contacted by Eugenia Hester who painted a wonderful picture about Kaplan University. I went through the free application online and some common sense test which I passed; and what was holding me back from enrolling was my FAFSA aid I had to renewel for 2007-2008, After sending me to look for my tax papers that I had file for 2006, I got back on the phone and told her that I couldn't find anything cause I had just moved from Florida; so she gave me IRS number to ask for Gross Income, Adjusted gross income, tax paid, and any tax credit applied so she can have me enroll by Sunday Dec 2nd 2007. I was thinking that's wierd. She contacted Sat Dec 1st 2007 and she was pushing me to enroll and actually have me start my classes the next time. I'm glad I had some issue with my FAFSA or I would of been scamed.
Later on that night I couldn't sleep so I went online to do more research about the school. I decided to go to this website and check what student had experience with their school. That's when I discover the scam, fake degrees and so on...

I sent her an email, and it reads: Sun, 2 Dec 2007 23:33:42 -0800 (PST)
From: XXXXXX
Subject: Re: Provided wrong SS#
To: "Eugenia Hester"

Eugenia I made some changes to the enrollment form, I put down the wrong SS# and changed my last name, and also change the high school name that I graduated from.

I don't want to start on January 2008, I'm leaving the country Dec 15th 1007
My uncle, father's dad has fallen sick; I heard his on his death bed.

I'll summit the Financial Aid confirmation and website to you and a meanwhile, when I return in the country I'll let you know when I'm ready to start.

I haven't made any written agreement or commitment with Kaplam Univerity yet, so please do not enroll me in any of the classes unless I agree to it.
----------------------------
I changed all the information because I had read what this school had been doing. Anyway she called me today to discuss the email and she was very convincing, but the scam I've read from you guys that they had pulled was more convincing enough. After we got off the phone, I decided to talk to a live advisor and the question you guys had been asking them I acutally was going back and forth to this site and asking Sid the question read carefully.

Below is an actual conversation I had with Kaplan University so call Advisor. He told me he was at a call center and but later said he's at his actually home. Read on please.

The online advisor was Sid.

Welcome to online chat at Kaplan University. An Admissions Advisor will be with you momentarily.
You are now chatting with 'Sid'
Sid: hello Meagan
Sid: how can i help you
Meagan: I had some questions since I'm very much interest in the school.
Sid: fantastic
Sid: have you spoken to an advisor yet?
Meagan: No, but arent you one?
Sid: i sure am
Sid: my name is Sid
Sid: If anyone calls you from Kaplan, let them know you are speaking to me. OK?
Meagan: Nice to chat w/ you Sid.
Sid: I am happy to help you with whatever i can
Meagan: I will.
Meagan: My question to you is, why do you guys have a private bank?
Sid: you are not required to use it
Sid: we just use Citibank as our lender
Sid: you have the option to use any source you like though
Meagan: What if I don't want to use your lenders?
Sid: what program were you looking to study?
Sid: that's fine
Meagan: Government Aide
Sid: you can use any source you like
Sid: absolutely
Meagan: Criminal Justice
Sid: have you completed a 2007-08 FAFSA yet?
Meagan: Yes I have.
Sid: fantastic
Sid: i can have you complete a free online application and show you all of your financial aid options
Sid: let me tell you about Kaplan and how we do things first though
Sid: We are regionally accredited by the North Central Association of Colleges and Schools.
Sid: that is the highest accreditation there is
Meagan: Are advisors change every week?
Sid: not at all
Sid: i am your advisor from now until when you start classes
Sid: then your academic advisor will work with you until you graduate
Meagan: So I'll have you till I'm done with the program?
Sid: I am your admissions advisor and i am here to help you through the entire ENROLLMENT process
Meagan: Until I start classes, what if I want you till I'm done w/ the school?
Sid: once you enroll you get assigned an academic advisor who helps you select your schedule > and they will be with you until you graduate
Sid: does that answer your question?
Meagan: How long will I have the next advisor for?
Sid: until you graduate
Sid: i help you through the ENROLLMENT process
Sid: once you ENROLL > you get an academic advisor to help you plan your course schedule until you graduate
Meagan: Go ahead while I think about new questions to ask you. Tell me more about the school and the programs,
Sid: does that make sense?
Sid: ok > great
Sid: In a recent independent study by R.W. Baird & Co., Kaplan University was ranked Americas # 1 online university for quality of education, student recommendation rate and cost versus benefit among more than 40 online and traditional institutions surveyed. Kaplan University has always been committed to providing our students with the finest in academic programs and support. Click here to read about how we ranked.
Sid: We use a 10 week quarter system, which is shorter then a 16 week semester system, in order to make the credits transferable we use a higher credit system of 5 or 6 credits per class. This allows for credits to transfer, however in order to award 5 or 6 credits per class, you can guarantee that you will be doing 5 or 6 credit hours worth of work.
Sid: Our classes are 10 weeks long (typically 2 at a time). Students have weekly deadlines for their assignments. Assignments consist of multiple choice quizzes, written essays (based on learning materials), message board postings and (in some courses) a one hour, weekly, online seminar.
Sid: When students pick their classes they also pick their seminar time. It is the same time for the 10 weeks. (Available from 9 am EST- 11:30 pm EST - Monday through Sunday). Students can access their classes from any computer with an Internet connection, from anywhere, 24/7.
Sid: does that make sense
Meagan: Yes.
Sid: terrific
Meagan: Go on
Meagan: Question: When I default on a government student loan, do I go to a website called directloans.com
Sid: now lets discuss the criminal justice program
Sid: are you currently in default status with FAFSA
Meagan: How much is it and how many credit hours per semster?
Sid: All undergraduate programs are $320 per credit. Tuition includes textbooks. There is also a technology fee per term that is included in the free financial plan projection we provide. Financial aid is available to all students who qualify.
Sid: each class is 5 or 6 credits each
Meagan: No, my husband had some problems, I just want to cover myself
Sid: were you looking for an Associates or a Bachelors degree?
Sid: I understand
Sid: i know you can call 1800 433 3243
Sid: they can look up your file
Meagan: B.S.
Sid: and direct you in the right direction
Sid: terrific
Sid: we have many choices for emphasis areas for you to chose from
Meagan: How much will that be?
Sid: law enforcement
Sid: corrections
Sid: that depends
Meagan: Both
Sid: Do you have any prior college credits to transfer, or are you just starting out?
Sid: private security
Meagan: Depends?
Meagan: 96
Sid: on transfer credits
Meagan: credit
Sid: Up to 75% of the total degree credits can be transferred in; you must complete at least 25% of your degree here to graduate from Kaplan University. Grades must be a C or better, credits must come from an accredited school, and the credits must fit into our curriculum to transfer.
Meagan: I would say the general core credits and etc..
Sid: terrific
Sid: take a look at our catalog
Meagan: I have an 4.0 GPA
Sid: see what we have for you to chose from
Sid: Click here to access the Kaplan University catalog and addendum information.
Sid: fantastic
Meagan: I'm book smart though.
Sid: take a look at our Bachelors of Science in Criminal Justice in the undergraduate comlumn
Meagan: Bare w/ me, my laptop is slow.
Sid: take as much time as you need
Sid: i am in no hurry
Sid: let me know if you have any questions
Meagan: I do, but I haven't think of any yet.
Sid: understood
Sid: i am here to help and happy to do so
Sid: would you like to complete a free application and see what your options are?
Meagan: Before I start clases, just to let you know that I can not afford to have any out of pocket expenses during the time that I would be in school.
Meagan: Is that ok.
Sid: we can have you review all of your options with a financial aid officer
Sid: it is quite possible that can be the case
Sid: lets access your FAFSA and see
Sid: Click here to access your 2007-2008 SAR (student aid report). Let me know when you get past the page where you entered your personal information.
Sid: You should now see your EFC or Expected Family Contribution Number. What is it?
Meagan: It can be. I don't know, but I'm counting on you to help me so that won't happen.
Sid: i will certainly do my best
Meagan: I've asked for a duplicate of my pin since I forgot it. Is that a problem.
Sid: not at all
Sid: once you get your pin we can access it later
Meagan: I really want to attend the school so bad.
Sid: in the meantime i can have you complete a free application
Sid: i would need your full name
Sid: address
Sid: and phone number
Meagan: If I requested a duplicate of my pin if I remember it can I still try to log on?
Meagan: Meagan Price
Sid: once you get your duplicate in 1-4 hours you can access everything
Meagan: 8300 S. Rio Grande Ave Orlando, FL 32809
Sid: and phone number please
Meagan: I just got my new cell phone and the number was written down, I have to look for it and the meanwhile I'm looking on that site you gave me.
Sid: ok
Meagan: Do the school have a direct number?
Sid: yes
Meagan: Where are you located?
Sid: you can call me at 866 527 5268 xt 92027228
Sid: we have a residential campus in Iowa
Sid: but i am in Rhode Island
Meagan: Is this a call center?
Sid: yes
Sid: but we are a regionally accredited University
Sid: our admissions office is a call center
Meagan: You not at the actually school?
Sid: i am not there but i work for the school
Meagan: How do you know what the student need and want, if you're only a call center?
Sid: by discussing what you want with you
Sid: what area of emphasis did you want in the criminal Justice program
Sid: what sort of job are you looking for?
Meagan: And what I want is to have a B.S. degree in Criminal Justice where I don't have to pay out of pocket expensive.
Meagan: Forensic
Sid: terrific
Meagan: FRAUD
Sid: we have Forensic Psychology program
Sid: we also have a Fraud examination program
Sid: what is more appealing to you?
Meagan: Oh great! Both sound good. B.S. in Forensic Psy program and later a M.S. in Fraud Examination Program.
Sid: terrific
Sid: would you like to start your free applciation
Meagan: How much for the B.S. degree in total?
Sid: 320 per credit
Sid: 180 credits
Sid: but that doesn't include your transfer credits
Sid: Up to 75% of the total degree credits can be transferred in; you must complete at least 25% of your degree here to graduate from Kaplan University. Grades must be a C or better, credits must come from an accredited school, and the credits must fit into our curriculum to transfer.
Meagan: Why 180 Credits?
Sid: because we are on a 10 week quarter system
Meagan: Don't you need 90 credits to graduate?
Sid: our classes are 5 or 6 credits each
Sid: and 10 weeks long
Meagan: How much in total will the B.S. cost me?
Sid: this way you only take 2 classes per term to have Financial aid available
Sid: that depends on how many of your credits transfer
Meagan: I can handle 5 classes.
Sid: you cannot take more than 3 per term
Meagan: Let say the school accept 28 credits, how much?
Sid: each class is 5 or 6 credits each
Sid: we will likely take much more than that if you have 96
Meagan: What's much more, give me a number?
Meagan: And tell me how much the actual degree will be in total?
Sid: it is hard for me to say exactly with out seeing your transcritps
Sid: however we convert credits from semester to quarter credits
Sid: for example if you earned a "c" or better in a 3 credit college algebra course
Sid: it transfers to 5 credits here
Meagan: Can you use an example of a previous student so I'll know. I really want to attend this school and I heard good things. I like that.
Meagan: I have all A's I stated before. Remember?
Sid: i understand that
Sid: but i cannot say without seeing your transcripts
Sid: i have no idea what course you have already taken
Sid: i can give you examples
Sid: for instance if 60 of your credits transfer from your previous school
Sid: they would convert to 90 credits here
Sid: does that answer your question
Sid: would you like to complete a free online application
Meagan: Hold on.
Sid: ok
Meagan: I'm sorry my mom had bad news and she was explaining something to me on another house she has.
Sid: I am sorry to hear that
Sid: click here > application
Sid: your username is your email address
Sid: your password is 11720750
Sid: once you log in you will be asked to provide some personal info about yourself
Sid: please take as much time as you need
Sid: and let me know if you have any questions
Meagan: Ok, I'm on it right now.
Sid: great
Sid: let me know if i can help at all
Meagan: I will
Sid: great
Sid: that is why i am here
Meagan: It ask: Have you taken any college-level courses? Ahould I say yes or no?
Sid: you should say yes
Sid: and include all of your previous schools you attended
Meagan: ok
Sid: you do not need to have exact dates though
Meagan: i do
Sid: if you have the dates that is even better
Meagan: Secondary Education Graduation Date is required. Where I do put that information at?
Sid: fill it in as best you can
Sid: if you do not know exact dates you can estimate
Sid: let me know when you get to step 5
Meagan: ok
Meagan: That's the questions right?
Sid: the questions are on step 3
Sid: you are almost done
Meagan: I'm done
Sid: you are at step 5?
Meagan: Yes
Sid: great
Sid: you are done
Meagan: What's next, does that mean I've enrolled?
Sid: once you get your FAFSA pin > we can access your FAFSA application and review your financial aid forms
Sid: not yet
Meagan: What do I have to do?
Sid: i am going to send you an email with my contact info and some general info for you to reveiw
Meagan: I thought the applicaton process you've enrolled?
Sid: once you get your FAFSA pin
Sid: come back here or call or email me
Sid: that was the first step
Sid: you will still need to review your financial aid options
Sid: we don't sign any one up with out them understanding financial commitments
Meagan: What if I'm not qualify?
Meagan: What can you do for me?
Sid: we will know as soon as you get your pin
Sid: then we can discuss all of your options and see what to do from there
Meagan: You haven't told me how much this degree will cost me, the example you use I didn't understand.
Sid: i will try to explain again
Sid: the tuition is $320 per credit hour including your textbooks
Sid: the entire degree is 180 credits
Meagan: I'm still curious on why do you guys use a private lender, cause I don't want to get a loan w/ your lenders.
Sid: $320 x 180 is 54,900
Meagan: How long will it take for me to complete the B.S. degree?
Sid: however for every course you have taken you can deduct $1600 from that
Sid: that also depends on your transfer credits
Sid: i do not know what classes you have already taken
Meagan: Why $54.900 is this a private college?
Sid: yes it is a private University
Sid: however you will not need to pay $54,900
Meagan: That's why its so expensive. Wow!
Sid: as i have been trying to explain to you > you will have many transfer credits which reduce the cost
Sid: in a best case scenario 75 % of your degree can be transfered in
Sid: and you would only need to take 45 credits here with us
Sid: which is about $13000 including your textbooks
Sid: Click here to access a transcript request form. Submit it to you prior school(s) to request your transcripts be sent to Kaplan University.
Meagan: You private lender, Citibank; what do you do to get the loan for the student
Sid: once we have your transcripts you will have more choices
Sid: i am not permitted to discuss that with you
Sid: once you complete your financial aid forms
Sid: i will transfer you to a financial aid officer
Meagan: What are you permitted to do then?
Sid: they will discuss all of your options with you and can explain that better
Sid: discuss the program
Sid: and the enrollment process
Sid: it is against the law for me to discuss financial aid specifically
Sid: however i can help you complete the forms and connect you to someone that can speak freely
Sid: this is standard at all Universities
Sid: online or residential
Sid: fianncial aid is always separate
Meagan: Online.
Sid: this program is 100% online
Sid: is that what you were looking for?
Meagan: You said Citibank is your private lender, so you can discuss or give me an example, can you?
Meagan: Yes
Sid: unfortuanately i can not
Meagan: Do you take the loan out under the student name or on behave of the school?
Sid: i am not permitted to discuss specifics of your funding
Sid: that would also be discussed by financial aid
Meagan: How well do you know your employer?
Sid: let me transfer you to a financial aid officer to discuss these questions
Sid: Kaplan University is owned by the Washington Post
Sid: we are a fortune 500 company
Meagan: Go ahead, but don't stray to far, I have more questions for you.
Sid: ok
Sid: no problem
Sid: they will not be able to discuss your financial aid options however until you receive your pin
Sid: but they can answer these questions concerning our lender
Sid: but i can tell you it is a better rate through FAFSA
Sid: and hopefully you won't need a private loan
Meagan: Your manager told you to tell me that?
Sid: my manager is not in the room with me
Sid: no one has told me anything
Sid: i am an admissions advisor
Sid: i have been doing this for over 4 years
Meagan: But you're at a call center, that was my first job.
Sid: it is my job to find qualifed students and place them in our program
Sid: you cannot enroll with out my recommendation
Sid: this is education
Sid: i am not selling anything
Sid: you cannot sell education
Sid: this is a Unviersity
Sid: i think you have the wrong idea entirely
Sid: you keep asking me questions i am explaining it is illegal for me to answer
Sid: you have gone to College before and i am sure your Admissions advisor didn't discuss funding there either
Sid: i do not know what you expect from me
Sid: i am trying my best to help you
Sid: and answer your questions
Meagan: When I hear call center, I know there's a manager behind you pushing you to close the deal.
Sid: maybe if you are selling a product
Sid: again you cannot sell education
Sid: i am actually working from my home today
Sid: and there is no one in the room with me
Sid: no one is telling me to say anything
Sid: i am a trained admissions advisor
Sid: and my role here is to find qualified students to for a degree
Meagan: Oh. I've attend private college, I never hear their advisor at home.
Sid: this is a private University
Sid: i am NOT a salesman
Sid: i do NOT make a commission on enrolling students
Sid: if you chose to not go here you are not taking any steaks out of my refrigirator
Sid: there is no SALES manager telling me to say anything
Sid: and frankly i am a little offended by the way you are making these statements
Sid: i am trying to be professional and answer your questions
Sid: i cannot tell you the exact cost because i dont' know how many classes you have taken
Sid: i cannot tell you how long it will take because i do not know what classes you have already taken
Meagan: I've given you my entire information, apparently I'm well interested w/ your organization. There's so much scams out there, especially institution that claim to help student get their degree and found out it's something different.
Sid: i cannot discuss your funding options because you have not completed your financial aid forms
Sid: I understand
Sid: We are regionally accredited by the North Central Association of Colleges and Schools.
Sid: click on the underlined and see all of our credentials
Sid: this is not a scam
Sid: this is a real regionally accredited Unviersity
Meagan: I never say that it was a scam.
Meagan: After graduation, then what; any job replacements?
Sid: we have a career resource department
Meagan: How's the successful rate?
Sid: we help you do practice interviews and prepare your resume
Sid: we make you aware of job opportunities in your area
Sid: we do NOT guarantee placement
Sid: we have no way of knowing how you will behave on your interview
Meagan: I understand
Sid: we will however train you in the skills you need to find a good job in this field
Sid: how about this
Sid: i know it takes 1- 4 hours to get your FAFSA pin
Meagan: Sound good!
Sid: how about i call you back in 2 hours and i will go over everything with you
Sid: maybe something is getting lost in the chat
Meagan: Like what?
Sid: and i can answer all questions and transfer you to a financial aid officer
Sid: is that ok with you?
Meagan: Yes it's ok.
Sid: great
Sid: what is the best number to reach you?
Sid: i will call you at 5
Sid: does that work for you
Meagan: I have to call you instead, what's your direct number? My husnband went with our cell phone and I can only use my internet phone.
Sid: i understand
Sid: no problem
Sid: you can reach me at 866 527 5268 xt 92027228
Meagan: You don't have a direct number?
Sid: i look forward to speaking with you soon and seeing what sort of financial options are available to you then
Meagan: The extention is too long
Sid: that is my direct extension
Sid: i agree
Sid: but that is my number
Sid: lol
Meagan: I'm using a computer phone, it hungs up after 4th number
Sid: ok
Sid: well just come back to the chat platform and ask for me when you get your pin
Sid: then we can sort through all of your options
Sid: I will be here today until 6
Sid: you can come here and ask for Sid
Meagan: I'll go search for my pin number and If I'm unable to find then I have to wait for tomorrow.
Sid: i am the only one with that name
Sid: no problem
Sid: i understand
Sid: i am happy to help
Sid: i will email you some info to look over with all of my contact info as well
Sid: hopefully everything will fall into place for you
Meagan: Ok... I can't wait to start.
Sid: glad to help
Sid: have a terrific
Sid: day
Sid: Thank you for chatting with us today. To help us serve you better in the future please take a moment to fill out the exit survey after you close out of the chat.
Meagan: You too.
Sid: thanks

Justice
Orlando, Florida
U.S.A.