ComplaintsforCourse Hero, Inc.

Internet Services

Additional Complaint Information

Customer Complaint:

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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Initial Complaint
05/31/2024
Complaint Type:
Product Issues
Status:
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.
I tried to use this business for a paper for my daughter and tried to cancel subscription a year ago. I never received a confirmation number and my email was not used. I tried to cancel and after them withdrawing ****** last year and this year from my paypal I can not get them to stop. I emailed for months and noone will stop it. Please help me stop them.
Business response
05/31/2024
Hello ******,

Thank you for reaching out to us on The Better Business Bureau. We have reached out to you directly to resolve your concern. If further assistance is required, please reach out to our support team at ******************************** or dial ************ for immediate assistance.

Regards,

Customer Support
Initial Complaint
05/26/2024
Complaint Type:
Service or Repair Issues
Status:
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.
My credit card information was used to make a purchase from this company and this was a purchase that I didn't make or authorize. The company has been unresponsive to my attempts at contacting them and I have not been able to obtain a refund for the purchase. I do not have an account with this company and I am seeking a refund for this purchase as I didn't make it.
Business response
05/26/2024
Hello *****,
Thank you for reaching out to us on The Better Business Bureau. We have reached out to you directly to resolve your concern. If further assistance is required, please reach out to our support team at ******************************** or dial ************ for immediate assistance.
Thank you,
Customer Support
Customer response
05/30/2024

Complaint: 21763077

I am rejecting this response because:
I contacted my financial institution based on the information provided by Course Hero in the email, which I have attached to this response, and was told by my financial institution that what Course Hero said about the transaction being frozen and them losing all access to it isn't true. I was told by my financial institution that Course Hero should be able to offer a refund and reverse the transaction. Furthermore, I requested supporting documents from Course Hero in order to better support my transaction dispute case with my financial institution and received no response after making this request. I have yet to receive a refund for this unauthorized transaction.

Sincerely,

***********************
Business response
05/31/2024
Hi *****,

Thank you for contacting us through the Better Business Bureau.

After further reviewing the account, it appears the user has directly disputed this charge with the bank. Unfortunately, once the charges are disputed, we are no longer able to make changes to the account. The outcome on the disputed charge will be provided directly by the users bank. For clarification, Course Hero does not share billing information. Please contact your bank for further information on this disputed charge. In addition, we have reached out to you directly via email registered with Course Hero. Kindly reply to the email once you have the outcome letter of your dispute.

Regards,

Customer Support
Initial Complaint
05/19/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
This company offers a money back guarantee but won't refund me when I asked to be refunded within the hour I was billed.
Business response
05/19/2024
Hi *****,

Thank you for contacting us via the Better Business Bureau. To ensure we come to a mutually agreed upon resolution, we have reached out to you directly via your email registered with Course Sidekick. Kindly reply to the email so that we resolve your request as soon as possible. Should you prefer to contact us directly, you can reach us at **************** hours a day.

We look forward to your email response,
Customer Support
Customer response
05/19/2024
Better Business Bureau:

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

Sincerely,

***********************
Customer response
05/20/2024
I would like to withdrawal my complaint. PayPal closed the case in my favor and course hero has refunded me.

Thank you for your assistance,

***** Y Glendy
Initial Complaint
05/06/2024
Complaint Type:
Product Issues
Status:
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.
Date of the transaction: 27 April 2024 Amount of money paid: 140 $ has been blocked Service committed by CourseHero: Access to my CourseHero account.Nature of the dispute: I am unable to access my account even after completing the verification process.Efforts to resolve the issue: I have not received any response from CourseHero after completing the verification.I would appreciate it if you could look into this matter urgently and provide me with assistance in accessing my account.
Business response
05/07/2024
Hello *********,
We apologize that we were unable to provide you with your desired outcome or reverse the decision. The decision is final and your account is permanently closed for violation of Course Hero's Terms of Use which was explained in the communication from our team. We will not be able to make any exceptions or facilitate any further requests in connection to this account.
Best,
The Tutor Support Team

Customer response
05/07/2024

Complaint: 21672676

I am rejecting this response because: At least allow me to withdraw my earnings. As you are not providing at least proper reason.

Sincerely,

*****************************
Business response
05/07/2024
Hello *********,

Thank you for reaching out to us on The Better Business Bureau.
After further review of your account and information you provided, your account is permanently closed for violation of Course Hero's Terms of Use. If you have any questions, please contact **************************************.

Regards,
Customer Support

Customer response
05/07/2024

Complaint: 21672676

I am rejecting this response because: Allow me to withdraw my earnings.

Sincerely,

*****************************
Initial Complaint
05/06/2024
Complaint Type:
Product Issues
Status:
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.
No warning was issued about a reoccurring membership and the yearly amount was renewed. You are unable to get a grace ****** to cancel or get a partial refund.
Business response
05/06/2024
Hello *****,

Thank you for contacting us via the Better Business Bureau. To ensure we come to a mutually agreed upon resolution, we have reached out to you directly via email registered with Course Hero (or use end of domain email). Kindly reply to the email so that we resolve your request as soon as possible. Should you prefer to contact us directly, you can reach us at **************** hours a day.

We look forward to your email response,
Initial Complaint
05/03/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I have completed my verification but I am still unable to access my account. I have not violated any terms still I am not able access my account after completing verification. You have closed my request without proper consent. Please see that I have already completed verification if not sufficient you can check with the attachment.
Business response
05/03/2024
Hello *********,

Thank you for contacting us through the Better Business Bureau. We can understand your frustration regarding the disabling of your Tutor account. We recommend reaching out to our Tutor Support team for any questions or concerns you have regarding your closed account. Our Tutor Support team is the best and only team that *** assist you regarding your account with **********************. If your account has been disabled due to a violation of our TOS, your account will likely be permanently banned unless expressed otherwise. As we know this is not your desired resolution, these are the options available at this time.

To reach out to Tutor Support, please do so at tutor-******************************** and we will be happy to assist you there.

All the best,
Customer Support

Customer response
05/03/2024

Complaint: 21660726

I am rejecting this response because:
I have already contacted with tutor-support team there is no response. So I have raised this complaint.

Sincerely,

*****************************
Business response
05/03/2024
Hello *********,

Thank you for reaching out to us on The Better Business Bureau.
After further review of your account and information you provided, your account is permanently closed for violation of Course Hero's Terms of Use. If you have any questions, please contact **************************************

Regards,
Customer response
05/03/2024

Complaint: 21660726

I am rejecting this response because: I have got this email to verify me. The link got expired and again I sent request for new link. It was completed 48 hrs to get the link. But still I have completed my ID Verification check still my account is disabled. Without proper consent you have stopped my account. If you need to perform my ID check again I am ready but atleast let me withdraw my earnings. I haven't violated any of terms after completing verification still my account was not opened.

Sincerely,

*****************************
Business response
05/06/2024
Hello *********,

We apologize that we were unable to provide you with your desired outcome or reverse the decision. The decision is final and your account is permanently closed for violation of Course Hero's Terms of Use which was explained in the communication from our team. We will not be able to make any exceptions or facilitate any further requests in connection to this account.

Best,
The Tutor Support Team

Customer response
05/06/2024

Complaint: 21660726

I am rejecting this response because: you have asked me to complete my kyc I have completed it still you have blocked my account. At least allow me to withdraw my earnings. Without proper reason and you are saying I have violated terms of use which I haven't. Your response team is not responding to my mails. If verification is problem then send me a new link I will verify again.

Sincerely,

*****************************
Initial Complaint
05/02/2024
Complaint Type:
Product Issues
Status:
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.
When I signed up for this service I had marked down I did not want a recurring service. The original purchase date was 2/8/2024. I was just billed again for ***** on 5/1/2024. I've reached out to customer support who keeps telling me I made the purchase over 30 days ago and they can't refund. ****'re using predatory recurring billing practices to trap people into paying for their service.
Business response
05/02/2024
Hello ****,

Thank you for reaching out to us on The Better Business Bureau. Our records indicate we have been in direct contact with you regarding your account status, if further assistance is required please reach out to our support team at **************************************.

Regards,

Customer Support
Initial Complaint
04/22/2024
Complaint Type:
Sales and Advertising Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I purchased a month of Course Hero for $29.99. After figuring out it could not satisfactorily answer any of the questions I was searching for I cancelled the same day as I purchased, which was March 22, 2024. I was charged again on April 22, 2024. After asking to be refunded for the April 22 charge and to acknowledge I had cancelled they refused to do either. I want my $29.99 from April 22 refunded.
Business response
04/23/2024
Hello ****,

Thank you for reaching out to us on The Better Business Bureau. Our records indicate we have been in direct contact with you regarding your account status, if further assistance is required please reach out to our support team at ********************************.

Regards,

Customer Support
Customer response
04/23/2024
Better Business Bureau:

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

Sincerely,

*************************
Initial Complaint
04/20/2024
Complaint Type:
Billing Issues
Status:
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.
I was working as a tutor at Course Hero and my student helpful rating was 93% and overall subject rating was 95% but on 16/4/2024, Suddenly i received a mail stating that "Your account has been closed". I don't know the reason. Even I have not received any mail related to warning of violation earlier. Without no warning suddenly my account has been closed. There was around $55-60 in my account (last month earning). As, my account has been blocked i am no longer can work as tutor, along with they are not allowing me to withdraw my last earning from my account. It was my only earning source and my family also depends on me. So i am feeling scared and hopeless.I asked about actual reason so many times through tutor support mail but did not get any reply.Last month i have worked in your company, gave my ************** helped student and earned money. How they are not giving my earnings. I just want to request them If they are not allowing me to solve any question further as a tutor then at least transfer or let me allow to withdraw my earning to my bank account. If account unblock is not possible then i only want my earnings/money whatever is there in my account around ******.
Business response
04/21/2024
Hi ********,
Thank you for contacting us through the Better Business Bureau.
I can understand your frustration regarding the disabling of your Tutor account. I recommend reaching out to our Tutor Support team for any questions or concerns you have regarding your closed account. Our Tutor Support team is the best and only team that *** assist you regarding your account with **********************. If your account has been disabled due to a violation of our TOS, your account will likely be permanently banned unless expressed otherwise. As I know this is not your desired resolution, these are the options available at this time.

To reach out to Tutor Support, please do so at tutor-******************************** and we will be happy to assist you there.

All the best,
Customer response
04/22/2024

Complaint: 21603503

I am rejecting this response because: After receiving reply from Course hero in this platform i tried to contact course hero tutor team via mail, but they are replying. I think here the reply we received from Course hero was a system generated mail. I already asked course hero tutor team several times but no response from them. They are not giving a proof of proper reason why my account has been closed and also they are not allowing me ( can't log in) to withdraw my earnings what i deserve to get. I have earned that money using my knowledge.

Sincerely,

*****************************
Business response
04/22/2024
Hello ********,

Thank you for reaching out to us on The Better Business Bureau. After further review of your account and information you provided, your account is permanently closed for violation of Course Hero's Terms of Use. If you have any questions, please contact **************************************

Regards,

Customer Support

Customer response
04/23/2024

Complaint: 21603503

I am rejecting this response because: So simple and straightforward reply by system machine. May be there is no human team at Course Hero to reply, but i don't need that kind of reply. They are not able to answer of my questions. Give me proper reason with proof why my account has been closed. I did nothing so that you can close my account. Only by just saying that your account has been closed due to violation of terms and condition, why do i believe that i did anything wrong? If they (Course hero) are removing any employee from job then its their duty to provide proof of proper reason. Same things i am telling again and again but i don't know what they are doing. If my tutor account can't be open then give my salary/earnings amount ($55-60) whatever is there in my account. They( *********************** are just removing tutors account randomly and keeping all earnings of tutor to them(CH). Why my earnings they will keep? who earned me or they? Is this the way Course hero helps students?

Sincerely,

*****************************
Business response
04/24/2024
Hello ********,

We apologize that we were unable to provide you with your desired outcome or reverse the decision. The decision is final and your account is permanently closed for violation of Course Hero's Terms of Use which was explained in the communication from our team. We will not be able to make any exceptions or facilitate any further requests in connection to this account.

Best,
The Tutor Support Team
Initial Complaint
04/12/2024
Complaint Type:
Sales and Advertising Issues
Status:
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.
The business promotes cheating and violation of academic integrity. Under the guise of "helping" with the homework, the whole website is obviously set in a way that allows the students to get AI or other people to do the homework for them. Now they have features like paraphrasing, which allows the students to input someone else's work they found on the website in, paraphrase it with AI, and submit as their own to avoid being caught by anti-plagiarism software. It is odd that BBB is comfortable endorsing clearly unethical companies whose whole business is helping people cheat.
Business response
04/13/2024
Hello ********,

Thank you for contacting us through the Better Business Bureau. In order for us to better assist you, it will be best that you speak with our support agents as they are most equipped to resolve your issue. For any further questions, please contact us at ************ or by emailing ********************************.

Regards,

Customer Support

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ComplaintsforCourse Hero, Inc.

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