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
04/04/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Course Hero has been renewing my membership without my consent. The funniest aspect about their approach is that I sent a screenshot confirming the date of purchase, which was clearly time stamped only just under two weeks ago. As a result, providing me a refund would be necessary in this situation according to their standards surrounding same.In addition, when I reached out to Course Hero personally this is what I was told concerning the purchase: ************ (Course Hero)Apr 4, 2024, 15:15 PDT Hi *******,Thanks for reaching out to Course Hero Support.Course Hero is a crowd-sourced study resource which includes content our members upload and questions asked by members, to hopefully get answers! After review of the account located under the email which this email was received from, we are unable to provide you with a refund as requested. Our records tied to this account indicate the purchase was made beyond 30 days ago. As stated within our Terms of Service,, all refund requests must be made within 30 days of the original purchase date in order to be considered. We do this for a number of reasons, not least of which is to treat all of our users equitably.If you have any further questions, you may reply to this email to reach us. ************ Course Hero Support ************************************************
Business response
04/05/2024
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
04/05/2024
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
03/27/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
When purchasing the "premier" plan it is not specifically outlined that this is a restricted plan amounting to nothing more than $1 per document. Had this been more visible I would have kept my plan with your competitor.
Business response
03/27/2024
Hi *******,
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
03/28/2024

Complaint: 21496150

I am rejecting this response because this 30 unlocks policy is unique to Course hero as typically "premier" memberships provide unlimited access to the entire libarary of offerings not limited to 30. I do not believe this information was properly highlighted to bring awareness to this fact, especially since it is impossible to be certain a document you wish to unlock has the desired study information until after you open it.

Sincerely,

***************************
Business response
03/28/2024
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, kindly check your email. If further assistance is required please reach out to our support team at ********************************* If you would like to call us, our phone number is ************, and we are available 24 hours a day.

Regards,

Customer Support
Customer response
03/29/2024

Complaint: 21496150

I am rejecting this response because I am attempted communication via email, however, those responses have not been satisfactory. Therefore, I will proceed through BBB in order to maintain a detailed record of my complaint. Please continue all correspondence on this platform for better documentation purposes.

Sincerely,

***************************
Business response
04/01/2024
Hello *******,

Thank you for contacting us on The Better Business Bureau.

We apologize for any confusion on our website. We do not advertise unlimited access. With a Premier membership, you'll get **30 unlocks per month** starting on your subscription date. This is the same across the board for all our membership options. Your unlocks will **refresh every month from the original registration date** and unused unlocks don't carry over.
This information is also published on our FAQ page: **********************************************************************************************************************************************
Our records indicate we have been in direct contact with you regarding your request. Please let our agents know if you have any questions by replying to the email.

Kind regards,
Customer Support

Customer response
04/04/2024
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. While I was not able to obtain to full unlocks, I appreciate this latest effort to at least add something to offset the misunderstanding.

Sincerely,

***************************
Initial Complaint
03/12/2024
Complaint Type:
Customer Service 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.
In September 2019, CourseHero disabled my account for absurd and vague reasons "like something unusual is happening in my account". I obliged with all the verification tests and passed everything to them. Still, they disabled my account and took my hard-earned wage.This March 2024, CourseHero emailed me saying THEY MADE AN ERROR when they disabled my account last September. So, they sent a link for verification to re-enable my account. I opened the link on the same day that they sent the email, but it has a "Session Expired" error. The tutor FAQs state that I should ask the tutor support for a new link. I have followed up three times already. A week has passed and they are still not replying for the new verification link.To summarize, they admitted that they wrongly banned my account and asked for verification to give me back my account. I promptly opened the link the same day, but the link was not working. I want a new link but they do not reply anymore.
Business response
03/13/2024
Hello ******,

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,
Support
Initial Complaint
03/10/2024
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.
I signed up for a free trial for course hero and actually cancelled it the same day as the site was not for me and did not have the documents I needed. A few days later, I was checking my statement and saw that Course Hero had charged me $119.40. I immediately contacted them and they admitted there had been an error but then claimed that I didnt have a subscription at all and there was no account under my email. This is despite me forwarding them my receipt from Course Hero for payment from my email address and sending them the part of my statement showing clearly that I have been charged. They continued to deny it and then completely stopped responding to me. I need help in getting this money back as they are no longer being responsive,
Business response
03/11/2024
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
03/05/2024
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.
Course Hero has been renewing my membership without my authorization. In addition, when I go and cancel my membership they make it difficult for people who need vision assistance to complete the cancellation process but putting works in a light gray small print and users believe that they have cancelled but they must select a button to cancel again. Email registered under is ************************ Please refund my card ending in 1007
Business response
03/06/2024
Hi ****,

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
03/06/2024

Complaint: 21391049

I am rejecting this response because: you just need to credit my account. I am not spending any more time on this.

Sincerely,

*********************
Business response
03/06/2024
Hello ****,

As per our records, we have already sent you an update regarding your account status via the email address registered. If further assistance is required please reach out to our support team at ******************************** or you can contact us at ************ we're available 24/7.

Regards,

Customer Support
Initial Complaint
03/03/2024
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.
2/6/2024 $155.40 supposed to have premier access and it only gave me basic access and I have contacted them several times through email and I keep getting an automated response saying they will contact me in 24 hours and I only get an automated email from an autobot email ************ who asks for the same info each time in which I give the info and picture support the transaction in which I paid for the subscription for the premier access of COURSE HERO. They ask for Possible Email address it was ordered, conf #, paypal email that paid for it, date of transaction, and amount charged.Their support email is ************************************************ My Transaction #***************** INVOICE# ******* PAID $155.40 ON DATE 2/6/2024 PHONE #************ LAST 4 OF ACCT #**** EMAIL WAS *********************** PAID THROUGH PAYPAL WITH THAT EMAIL ZIPCODE:28454 I HAVE A PIC OF THE TRANSACTION RECEIPT AS WELL IF YOU NEED IT.
Business response
03/03/2024
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
02/29/2024
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.
On 02/21/24 I cancelled my membership. According to the emailed that I received upon my cancellation this is my Cancellation Number: ******* Upon my cancellation it states my subscription will end on 02/21/24.It states I should not be charged however the account is still open and is continuing to charge my account.Also, this account is still active. I asked for assistance on a possible refund for the month of March and assistance to deactivate this account. I keep receiving an email from an ************ (course hero support) responding that I am unable to receive a refund. However, she does not address my issue in deactivating this account. I provided them with a picture of the email and cancellation notification stating the account is deactivated and there will be no further charge. It seems there is a flaw in the website and would like assistance in resolving this issue. Most importantly better and clear communication. I would like this account to be deactivated and so I can avoid any further charges.
Business response
03/01/2024
Hi *******,

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
02/28/2024
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 WANT REFUND PR PARTIAL REFUND FOR ANNUAL SUBSCRIPTION..ALL THE SOLUTIONS SENT BY UR SO CALLED EXPERTS ARE WRONFG..THIS IS A COMPLETE SCAM..IF I DO NOT GET AT LEAST PARTIAL REFUND, I M CONTACTING MY CARD FOR CHARGE BACK AND IU WILL REPORT U FROR SCAM WITH =FINANCIAL AUTORITIES
Business response
02/28/2024
Hello *****,

Thank you for reaching out to us on 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. 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.

Regards,

Customer Support

Customer response
02/28/2024

Complaint: 21359164

I am rejecting this response because: ok, then get back here for an answer when u solved something ..i can say then if i accept or reject..just bc u emailed me on my account, its nothig solved yet

Sincerely,

***************************
Business response
02/28/2024
Hi *****,

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 ******************************** or contact us at ************, and we are available 24 hours a day.

Regards,

Customer Support
Initial Complaint
02/19/2024
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 subscribed to this site to view problems for my chemistry class. I chose the $11.99 option, since I was only going to view one question. Imagine my surprise when I checked my bank account, only to see a $140 charge on my account. I canceled my subscription and sent a complaint their way. How long do I have until they refund me for my money?
Business response
02/20/2024
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 your email registered with Course Hero. 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
Initial Complaint
02/15/2024
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Date of Transaction 01/30/2023 I no longer use their services and I was charged $59.85. I asked for a refund before the 30 days passed. I tried retrieving my refund. I was told that the company was unable give me my refund because it was beyond the 30 days that the purchase was made. I sent them a screenshot of the day the money was taken out my account and the transaction is less that 20 days. I have to keep filling out forms just to get the same denial and no one to answer my questions. I have uploaded their response and my billing transaction.
Business response
02/16/2024
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
Customer response
02/17/2024
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,

*****************************

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