ComplaintsforHeyTutor

• Initial Complaint

  03/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased 30 tutoring session that were never to expire for $3700. When I attempted to gain tutoring again, with 15 lessons remaining, I was told a ticket would be made annd only anfyer following up the next week was informed I would get a refund. The customer service representative told me ithe return was being processed. When I inquired a week later, she stated that it had not been processed but would email me when it was. The following week, I checked in with the rep and was told it still wasnt processed. When I emailed for gain contact with a supervisor or someone to speak to, she apologized and stated it was with accounting. No supervisor contact was given. She again stated shed email when the refund was processed. Followed up this week by email and by leaving a VM on the billing departments number. No response. Im now paying my tutor out of pocket instead of with the funds I paid to have tutoring. My tutor no longer works with the company due to the company dismissing her without notice. Im requesting my remaining balance refund be expedited. At this point, it appears that this company is dishonest in their business methods.

  Business response

  03/11/2024

  Hi ****** - We are in receipt of your request for a refund. Our records reflect that you had a balance of $1,035, which we refunded to you on March 5, 2024. If you have any questions, please do not hesitate to reach out to us at *****************************.

  Customer response

  03/14/2024

   
  Complaint: 21374139
  
  I am rejecting this response because: it took a BBB complaint to get a response and action from your company. ****** stated in an email that you stopped remote tutoring in October 2023. In that case, any outstanding balances shouldve been refunded. Any accounting software could figure that out. Taking a month to get a refund and only after this complaint is unseemly for an ethical company. Appreciate my refund but HeyTutor will never be recommended to my network in LA. 
  
  Sincerely,
  
  *********************

  Business response

  03/19/2024

  Thank you for your response, and bringing your concern to our attention. We apologize for the inconvenience and delay in processing your refund. At HeyTutor we strive to ensure customer satisfaction, and we are sorry we missed the **** in this particular case. If you have any further questions or concerns, please do not hesitate to reach us at *****************************.

  Customer response

  03/19/2024

   
  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,
  
  *********************

• Initial Complaint

  08/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid $200 for four sessions and was told by my tutor that she was unable to make the third session, I told her that was fine and we could reschedule but still had $50 deducted from my balance. after spending hours trying to get on the phone with ANYONE who could help me I gave up and contacted my bank. They use a middleman to man phones so you can't actually talk to Heytutor and I think it's intentional judging by how many people seem to have been scammed out of money. I also wouldn't believe any of these responses they post on here seeing after experiencing how fraudulent they have been to me. They did not hold up on their refund policy or ever explain in writing or by phone that they charge when a session occurs with no exception which is absurd. It's a shame their business model is so predatory because I was genuinely willing to continue lessons for the foreseeable future until they essentially stole $50 from me.

  Business response

  01/08/2024

  HeyTutor acknowledges the concerns raised by the complainant in regards to their experience with our services. We want to assure you that prior to receiving the complaint, we were already in the process of investigating and addressing the issue and believe that we have reached a resolution.
  
  We greatly appreciate our affiliation with the BBB and the relationship we have built over time. Should you have any further queries, comments, or would like to engage in a more detailed conversation, please contact *****************************

• Initial Complaint

  03/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In fall of 2021, I hired a tutor through HeyTutor, and the last contact I had with a tutor was in December of 2021. HeyTutor continued to charge me for a service that I never used through April of 2022. I called HeyTutor multiple times, and the one time they did answer, they hung up on me after I let them know I was seeking a refund, and refused to pick up my calls after that. I wrote them a physical letter, and they did not respond to it. I have contacted my credit card company, and they refuse to help. I am seeking a refund for the months that I never requested a service for, for a total of $960 dollars.

  Business response

  01/08/2024

  HeyTutor acknowledges the concerns raised by the complainant in regards to their experience with our services. We want to assure you that prior to receiving the complaint, we were already in the process of investigating and addressing the issue and believe that we have reached a resolution.
  
  We greatly appreciate our affiliation with the BBB and the relationship we have built over time. Should you have any further queries, comments, or would like to engage in a more detailed conversation, please contact *****************************

• Initial Complaint

  02/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  BBB unable to locate business

  More info

  My wife had used hey tutors service. She had to buy a 4 hour package for $240 in Feb 2022. She cancelled her package/subscription end of February. Was charged $240 for the month of March and *****. While trying to get refunds for those two months, was charged a third time for the month of may. Only got a refund for ***** and may, never for March. Hey tutors **** said we would be refunded for March, ***** and may , when we spoke to him again in may. I just noticed we never had the 3rd refund. I called and ended up getting ahold of **** to sort this issue. He claims there is no proof we would get March back and he never said that. It was over phone, so we cant prove proof. Our cancellation was over phone also, so we cant prove that was in February. **** said we were charged and it was our fault we didnt call him directly. You cant call him directly, you have to leave messages and he reaches out to you. He holds tight to his story that he is correct and we are wrong, he shouts on the phone and hangs up on you when hes had enough. We want our refund for $240 for the month of March, that we never wanted and didnt even get to use the hours that were paid for. Those expire after 30 days. Hey tutor protects themselves and work the grey areas to take and keep peoples hard earned money, when subscription has been cancelled and make you fight to get what is yours back. While dealing with a guy who is extremely rude and aggressive. Dont take what is not yours and agreed upon. They dont reply to emails, and only call back so there is no paper trail Im sure *********************** and ******************* didnt plan this when starting this company, but a F rating with BBB sure shows they dont ************ who are getting a failing gradefor business practice , the irony

• Initial Complaint

  02/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I started the onboarding process with this company on the second of January. One of their onboarding staff, *******, would call me every single day around the same time to check on my progress and remind me of what still needed to be done. They asked me to prioritize my physical exam and background check, as these two take the longest. Because it was around New Years, I had very little availability for these checklist items. When I got my physical exam taken care of, I was told by the medical receptionist I would have to pay out of pocket. I did so, under the impression I would get reimbursed by the company. On the sixth of January, I was finally able to complete my background check. I was told the results wouldn't take any more than a couple days. I kept getting calls and texts from ******* asking if it was complete. I kept reminding him yes, it was, we were just waiting on the results. Weeks went by. Starting on the twenty-third, I started getting calls and texts from someone named **** instead. Same company, same position. I thought that was odd, but used this opportunity to check that everything else I had completed were out of pending. He confirmed, the only thing left was my background check. He claimed they were still waiting on the results. For the rest of the week, he called daily about it but I wouldn't answer. There were no updates in the voicemails he left. On the second of February, he asked if I could check with the business I went through if something went wrong. Usually the employer's job, but I was tired of waiting so I did. They held my same concern and told me to contact Certifix, the company they went through for background checks. They said Hey Tutor should contact *** to check that the results were sent out. I relayed this to **** over text the same day. I haven't gotten a single text, phone call, or email from this company since the second. I asked a couple times if they had done their side of it yet, no dice.

  Business response

  01/08/2024

  HeyTutor acknowledges the concerns raised by the complainant in regards to their experience with our services. We want to assure you that prior to receiving the complaint, we were already in the process of investigating and addressing the issue and believe that we have reached a resolution.
  
  We greatly appreciate our affiliation with the BBB and the relationship we have built over time. Should you have any further queries, comments, or would like to engage in a more detailed conversation, please contact *****************************

  Customer response

  01/08/2024

   
  Complaint: 19395610
  
  I am rejecting this response because I'm still owed $200 for the physical exam and background test I was told would be reimbursed. As a matter of fact, I was told by the recruiter to get these tasks done first because they were the most time consuming, but they are the only things that would've costed me money from my own pocket. No workplace I've been hired at before has made me pay out-of-pocket for these things at all. I'd still like to request reimbursement.
  
  Sincerely,
  
  *********************************

  Business response

  01/18/2024

  Dear *******, Thank you for your response. Our team has reached out to you to resolve this as of 1/18/2024. Apologies for the confusion, and we appreciate you bringing this matter to our attention.
  
  If you have any questions, please do not hesitate to reach out to us at *****************************

• Initial Complaint

  09/26/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The company charges for tutoring and does not indicate that a recurring charge will be processed when the tutoring is complete. There was deception when the tutoring was supposed to cost $55 and then I was charged $70. I was fine with the upcharge because the tutor was excellent and necessary for the time we used his services. However, the charges after the tutoring is complete is wrong. I have tried to contact the company through many vehicles of communication and no one answers my many emails, calls, and website submissions.

  Business response

  01/08/2024

  HeyTutor acknowledges the concerns raised by the complainant in regards to their experience with our services. We want to assure you that prior to receiving the complaint, we were already in the process of investigating and addressing the issue and believe that we have reached a resolution.
  
  We greatly appreciate our affiliation with the BBB and the relationship we have built over time. Should you have any further queries, comments, or would like to engage in a more detailed conversation, please contact *****************************

  Customer response

  01/08/2024

   
  Complaint: 19055146
  
  I am rejecting this response because:
  
  I tried multiple calls to cancel my account. It took me to issue a new card to rectify it.

   

  For other parents, your service is horrible.

   

  Your tutor is awesome!  What a shame how your company handles its business to steal from your competent tutor! 
  
  Sincerely,
  
  *********************************

  Business response

  01/19/2024

  ************************ are in receipt of your request for a refund of $420. Our records reflect that you currently have a balance of $280, as $140 was previously credited back to your account. This amount will be refunded to your credit card on file no later than Thursday, January 25. If you have any questions, please do not hesitate to reach out to us at *****************************
  
  Apologies for the confusion, and we appreciate you bringing this matter to our attention.

• Initial Complaint

  05/10/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I agreed to pay 70 dollars for a service of three sessions. My first sessions went terribly and the "tutor" had a middle school level education. I decided to eat the 70 dollars when i could have complained and took thr money. 7 months later i realize they have been charging me 70 a month for everything month since then. Near 500 dollars total. They tefunded me one month and will not return calls . Now their number isnt in service .

  Business response

  01/08/2024

  HeyTutor acknowledges the concerns raised by the complainant in regards to their experience with our services. We want to assure you that prior to receiving the complaint, we were already in the process of investigating and addressing the issue and believe that we have reached a resolution.
  
  We greatly appreciate our affiliation with the BBB and the relationship we have built over time. Should you have any further queries, comments, or would like to engage in a more detailed conversation, please contact *****************************

• Initial Complaint

  05/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The refund policy is not being upheld I purchased a tutoring service package on February 15, 2021 I was matched on March 2, 2021 (past the two week minimum in accordance with the company's refund policy) I disputed the charge unsuccessfully. I am owed $700.

  Business response

  01/08/2024

  HeyTutor acknowledges the concerns raised by the complainant in regards to their experience with our services. We want to assure you that prior to receiving the complaint, we were already in the process of investigating and addressing the issue and believe that we have reached a resolution.
  
  We greatly appreciate our affiliation with the BBB and the relationship we have built over time. Should you have any further queries, comments, or would like to engage in a more detailed conversation, please contact *****************************

  Customer response

  01/08/2024

   
  Complaint: 19045426
  
  I am rejecting this response because: The refund policy was not upheld. I purchased a tutoring service package on February 15, 2021 I was matched on March 2, 2021 (past the two week minimum in accordance with the company's refund policy) I disputed the charge unsuccessfully. I am owed $700.
  
  Sincerely,
  
  **************************

  Business response

  01/18/2024

  We are in receipt of your request for a refund of $700. Our records reflect that you currently have a balance of $1,330. This amount will be refunded to your credit card on file no later than Thursday, January 25. If you have any questions, please do not hesitate to reach out to us at *****************************.
  
  Apologies for the confusion, and we appreciate you bringing this matter to our attention.

  Customer response

  01/29/2024

   
  Complaint: 19045426
  
  I am rejecting this response because:

  The credit card used for the tutor service is no longer active. To be properly refunded the credit being refunded must be sent to a different card or submitted as a physical check.
  
  Sincerely,
  
  **************************

  Business response

  02/02/2024

  *********- We have made attempts to reach out to you, kindly consider sending an email to ***************************** in order to provide us with the accurate credit card information, or please respond to the emails sent. Thank you.

• Initial Complaint

  04/22/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I contacted HeyTutor for Algebra 1 tutoring for my 9th grader. They advertise Top Tier tutors such as those in/from Ivy League schools and I paid extra for that for my four session package of one hour sessions for $***. I requested early evening availability around 5 p.m. PST. The first tutor we were matched with was a freshman at a local college, well ranked but not Top Tier. She did not have our desired availability either. The second tutor also was not from a Top Tier college. He had all sorts of grammatical mistakes in his emails to me and zero critical listening skills or reading skills. He also ghosted me until I complained to HeyTutor. He also did not have the requested availability. They matched us with a third tutor. She never contacted me. My son never got tutoring once from HeyTutor. However, they charged us for eight sessions, or two months. The "customer service" rep said I'd never told him I wasn't using the 2nd to last tutor which is clearly not true as you (a) can see in my email (b) by the fact they attempted to set me up with another tutor. When I asked them to provide billing records they refused. Obviously this is a scam, as also seen by the other 18 posted *** complaints of the same nature. They did refund $*** but said charges over 30 days can't be refunded. As this was all done over the phone I don't know how they can say that. I would like my remaining $200 back.

  Business response

  01/08/2024

  HeyTutor acknowledges the concerns raised by the complainant in regards to their experience with our services. We want to assure you that prior to receiving the complaint, we were already in the process of investigating and addressing the issue and believe that we have reached a resolution.
  
  We greatly appreciate our affiliation with the BBB and the relationship we have built over time. Should you have any further queries, comments, or would like to engage in a more detailed conversation, please contact *****************************

• Initial Complaint

  04/20/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I filed a complaint regarding Heytutor over a month ago and have not heard back. They charged my credit card every month when they shouldn't have. I tried numerous times to reach out to them but they hang up on me. We have no contract whatsoever.

  Business response

  01/08/2024

  HeyTutor acknowledges the concerns raised by the complainant in regards to their experience with our services. We want to assure you that prior to receiving the complaint, we were already in the process of investigating and addressing the issue and believe that we have reached a resolution.
  
  We greatly appreciate our affiliation with the BBB and the relationship we have built over time. Should you have any further queries, comments, or would like to engage in a more detailed conversation, please contact *****************************

  Customer response

  01/12/2024

   
  Complaint: 19044536
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  Customer response

  01/12/2024

  The company has not refunded me. 

  Business response

  01/23/2024

  ********* - We are in receipt of your request for a refund. Our records reflect that you currently have a balance of $140. This amount will be refunded to your credit card on file no later than Friday, February 2. Apologies for the confusion, and we appreciate you bringing this matter to our attention.
  
  If you have any questions, please do not hesitate to reach out to us at ******************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩