Additional Complaint Information
Course Hero, Inc., came to BBB's attention in September 2011. A review of the company’s complaints was done in October 2023. Complaints on file state consumers experiencing difficulties receiving refunds.
Prior to signing up, BBB advises consumers to review the terms-of-use page (https://www.coursehero.com/terms-of-use/), 4. OTHER IMPORTANT TERMS - No Refunds and "Hero’s Better Grades Guarantee,"and Refund Information at https://support.coursehero.com/hc/en-us/categories/200569688-Billing-Subscriptions
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
11/30/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
October 25 $39.99 November 25 $39.99 Tutoring and study guides Information is incorrect they would not cancel and refund my money.
Business response
12/09/2021
Hello Adriana,
Thank you for reaching out to us on The Better Business Bureau.
We would be happy to review your request for a refund. The email used to file this complaint does not link to a registered account. Please contact us using the email that was used to purchase your membership. For an expeditious response, we recommend reaching out to our Support team at ******************************** or by dialing **************** hours a day, 7 days a week. We look forward to assisting you.
Kind regards,
Tutor Support
Initial Complaint
11/30/2021
- Complaint Type:
- Order Issues
- Status:
- Answered
You allow people to download my copy written book, as well as my power point presentations. This is illegal. Why would the BBB give an A+ rating??????Business response
12/09/2021
Hello *******,
Thanks so much for reaching out. Course Hero is a platform for students and educators to share and access course-specific study resources with the intent to help students study efficiently and learn deeply while upholding academic integrity.
If you've located and identified your copyrighted content on the site, please visit and complete the [Copyright Notification form](https://www.coursehero.com/copyright/). Once we receive your official request, we'll expeditiously remove the challenged content. If you have any further questions, please reach out to *****************************
Kind regards,
Customer Support
Initial Complaint
11/30/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
This website has published private information about my life and I have no way of knowing how much detail they published because they only way to access it is if I pay their fee to get past the paywall. I have asked them directly to allow me permission to view the content so I can ascertain exactly how much of my personal data they have published but their first response was to ask me to pay. When I resent a request they sent me info on how I can file a complaint and ask for content to be removed. However that form that I filled out at their request does not work. The SUBMIT button on the bottom of the form is not linked to anything. I reached out a 3rd time and they told me they were not responsible for privacy issues. I am concerned that there is personal information about my life on this website and the only way I can find out how much of my personal info is exposed is if I pay their subscription fee. That feels like extortion to me.Business response
12/09/2021
Hi *****,
Thank you for reaching out to us on The Better Business Bureau. An agent has replied to your inquiry on 11/29/21 and is awaiting a response. Please let the agent know if you have any questions.
Best,
Tutor Support
Initial Complaint
11/15/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I have been a loyal customer to ******************** for months. I paid ***** CAD on October 27th, 2021 for this month's subscription, only to find I was lied to about the services I was receiving. First of all, they blocked access to several questions I was trying to gain access to which should not be happening, as I paid for full access. I was very confused so I used my school email to contact support, with absolutely no response. I ignored it and basically said whatever and continued using the service. To my surprise nearly every single answer to the questions on the site was WRONG. I believe this site is a scam, and they pretend that they know the textbook and homework answers and then just give you a fake answer, clearly not done by professional tutors who are knowledgeable as previously claimed and they take your money while refusing to give you the services they promised. I decided to pause my account because I thought maybe the site is just going through. rough patch? I was wrong. Upon unfreezing my account I found nothing has changed. I cancelled my account and I would like a refund. This is absolutely a scam of a company and I am flabbergasted at the lack of concern.Business response
11/17/2021
Hello *****,
Thank you for reaching out to us on The Better Business Bureau. We apologize you were not satisfied with our services.
Our records indicate you have contacted us directly, please continue to work with our agents regarding our refund request.
Best,
Customer Support
Customer response
11/18/2021
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*********************Initial Complaint
11/06/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
On November 5, 2021, I purchased a monthly subscription to Course Hero. The website stated $9.99 a month. I am positive I clicked that one. On the same day, November 5, 2021, I was charged $119.40. That is absolutely ridiculous and I want my money back. Their customer service number is fake. I got no billing receipt and I filed a customer service help ticket with absolutely no response. I want all of my money back.Business response
11/08/2021
Hello *******,
Thank you for reaching out to us on The Better Business Bureau. We are unable to locate your account with the email used to file this compliant. Please reach out to our **************** team with the email used to purchase your premier account at ******************************** or dial **************** hours a day 7 days a week.
Best,
Customer Support
Initial Complaint
10/13/2021
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I had an account with CourseHero, where I would review study material pertaining to classes I was taking for college. One night, I was unable to log into my account. I reached out to CourseHero support to determine why. I was provided a response that I had violated the Terms of Use, and that I would no longer have access to my account. However, after multiple repeated attempts to communicate with CH customer service, all I'm told is that I violated their Terms, and have lost access to my account. I was never notified that a violation had occurred, and I was never given an opportunity to rectify the situation. These are highly unethical business practices based on CH's "no refund" policy. Either restore my account, or issue a full refund. This company should no longer be allowed to operate.Business response
10/21/2021
Hello Jake,
Thank you for reaching out to us on The Better Business Bureau. We understand your frustration and would be happy to offer you an alternate solution, please contact our support team at ******************************** for further assistance.
If you have any other questions or concerns please dial **************** hours a day, 7 days a week.
Best,
Customer Support
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Get a QuoteCustomer Complaints Summary
194 total complaints in the last 3 years.
59 complaints closed in the last 12 months.