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Business Profile

Internet Services

Course Hero, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Internet Services.

Important information

Complaints

Customer Complaints Summary

  • 151 total complaints in the last 3 years.
  • 22 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:05/19/2023

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    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.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Several times I have answered questions thoroughly and correctly and have not been paid. Once, my account was temporarily suspended for 2 weeks due to "violations" but they would not directly answer what those violations were, and often cited nonsensical reasonings. Then, because I was on probation from the non-sensical violations, I was not able to answer a student's clarification request. This caused my answer to be marked unhelpful and I was then not paid. I emailed support and they said that they would not change this decision, and that my answer was also randomly reviewed and was incorrect. This is a blatant lie, because the question my inquiry was about was one where the student provided the question and answer and merely asked for an explanation, which I provided.

    Business Response

    Date: 05/23/2023

    Hello ******,

    Thank you for reaching out to us through the Better Business Bureau. I am sorry to hear that you have been locked out of your tutor account. At this time I recommend reaching out to our Tutor Support team at tutor-******************************** as they will be best to assist you.

    Regards,

    Customer Support

    Customer Answer

    Date: 05/23/2023

     
    Complaint: 20082902

    I am rejecting this response because, as mentionned in my initial complaint, I already emailed their support and they did not assist me.

    Sincerely,

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

    Business Response

    Date: 05/30/2023

    Hello ******,

    Upon checking, our records show that your account has been permanently closed for violating Course Heros Terms of Use. This decision is final and we wont be able to re-open your account. 

    Please also note that no further payments are obligated at this time.We will not be able to make any further exceptions or facilitate any further requests in connection to this account.

    Well wishes,

    Customer Support

  • Initial Complaint

    Date:05/14/2023

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    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.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Purchased a membership and all documents were incomplete or separated into 30 to 60 parts made it difficult to obtain full document due to it being in MANY different peices. Would like to recieve refund please thank you.

    Business Response

    Date: 05/16/2023

    Hello *****,

    Thank you for contacting us through the Better Business Bureau. I am the Escalation manager here in Customer Support. I have taken a look at your request for a refund. Unfortunately, we are unable to provide a refund to your account at this time due to the usage on the account.

    We understand that this is not the outcome you intended. We thank you for your business.

    All the best,

    Customer Support

  • Initial Complaint

    Date:05/10/2023

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    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.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On 5/7/2023 an account was created and cancelled and no services were rendered by the company to me, yet I was charged $119.40 to my PayPal account and I requested a full refund and to have the account cancelled. ************ a representative from course hero advised me that they will not be refunding my PayPal account. This is unacceptable and it goes against their policy! I require a full refund ASAP! And I will require written confirmation that they will cancel the account created under username MegaCapybaraPerson864 and email address:mailto:**************************.

    Business Response

    Date: 05/10/2023

    Hello MegaCapybaraPerson864 MegaCapybaraPerson864,

    Thank you for reaching out to us through the Better Business Bureau. I am the escalation manager here in Customer Support. I am sorry to hear that our site and services did not work out for you as intended. I took a look at your account and can confirm that a full refund has been processed on May 10, 2023. Please allow 3-7 business days for the transaction to post to your account. The times listed may vary depending on your Financial Institution.

    Feel free to reach out to our support team for any further issues or concerns you may have.

    Regards,

    Customer Support

  • Initial Complaint

    Date:05/04/2023

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    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.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I looked up answers on how to cancel my subscription and renewing payments which is not an easy task on it's own. I was then lead to a logon portal which the captcha would not allow me to pass. I emailed customer service about not being able to login and they asked me for information that I could only access by logging in. After multiple emails explaining they have not resolved the issue I was sent an email today saying the issue was closed. Wildly unprofessional and I would say taking advantage of students thinking they'll never go through the hassle of cancelling their subscription.

    Business Response

    Date: 05/05/2023

    Hello ****,

    Thank you for reaching out to us through the Better Business Bureau. I am one of the Escalation Managers here in Customer Support and will be assisting you going forward. I want to apologize for the trouble you have been dealing with regarding cancelling your account and recurring payment. It is not our intentions to make things difficult. 

    In regards to your request for cancellation and refund, as one time courtesy, I have processed a full refund for the last transaction because you did not use your Course Hero membership.

    A refund in the amount of $24.95 USD will be issued to your original payment method and I have also confirmed your Monthly membership has been cancelled so you will not be charged again in the future.

    Your financial institution will now be able to credit the amount above, which can take up to 3-7 business days for them to process. If you do not receive the refund within 7 business days, please let ** know.

    Your account will now revert to a free Basic membership.

    If you have any further questions, please feel free to reach out to me directly by responding to this email.

    All the best,

    Customer Support

  • Initial Complaint

    Date:05/02/2023

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    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.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    My account on ******************** got deactivated on 2nd May 2023 despite having 96% student rating.And I have more than $900 cash pending with them that I had earned and I cannot login back in my account. So I cannot take out my money now. How can I get the money that I earned?

    Business Response

    Date: 05/03/2023

    Hello ******,

    Thank you for reaching out to us through the Better Business Bureau. I am sorry to hear that you have been locked out of your tutor account. At this time I recommend reaching out to our Tutor Support team at tutor-******************************** as they will be best to assist you and advise you of the next steps.

    Regards,

    Customer Support

    Customer Answer

    Date: 05/04/2023

     
    Complaint: 20008135

    I am rejecting this response because the action that the Course hero is making me to do, does not help. The email on tutor support are not replied back.

    Please suggest some other way to get the help and get my money back that I earned.

    Sincerely,

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

    Business Response

    Date: 05/08/2023

    Hello ******,

    Upon further review, our records show that your account has been permanently closed for violating Course Heros Terms of Use. This decision is final and we wont be able to re-open your account. Please also note that no further payments are obligated at this time.We will not be able to make any further exceptions or facilitate any further requests in connection to this account.

    Regards,

    Customer Support

    Customer Answer

    Date: 05/08/2023

     
    Complaint: 20008135

    I am rejecting this response because you cannot take the money that is earned by me even though my account is closed.

    Just let me withdraw my money that I have already earned or has been paid by the students already.

    Sincerely,

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

    Business Response

    Date: 05/09/2023

    Hello ******,

    Thank you for reaching back out to ** through the Better Business Bureau. Unfortunately your account has been permanently closed and no further transactions in or out will be processed. I am sorry that the outcome is not what you expected it to be but decision is final.

    Regards,

    Customer Support

  • Initial Complaint

    Date:05/02/2023

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    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.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I used the service because I needed help with a course. Not only were the answers to my questions vague but they were incorrect. So I canceled my subscription or so I thought. Imagine my surprise when I get charged for CourseHero, and when I asked for a refund I was told I had used the service recently and I was not eligible for a refund. I want to be clear I have not used Course Hero in a solid month.

    Business Response

    Date: 05/03/2023

    Hello Shayli,

    Thank you for reaching out to us through the Better Business Bureau. I am one of the Escalation Managers here in Customer Support. I am sorry to hear that our services did not work out for you as intended. I came across your escalation and wanted to take *************** into the matter. I see that you initially requested a refund for the month of May since you did not use our services. After further review I see that a chargeback has been filed with your bank against Course Hero. While looking at the chargeback I see that you have won and have been refunded for your purchase.

    Since your account has been refunded, there is no further action needed.

    All the best,

    Customer Support

    Customer Answer

    Date: 05/03/2023

    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

    Date:04/30/2023

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    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.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    THIS IS SECOND TIME I AM BUYING A 3 MNTHS MEMBERSHIP AND AFTER A MONTH TEHRE R NO UNLOCKS, ALSO ASKED TO BUY ANOTHER 15 UNLOCKS WHICH VANISHED ************** EE REFUND ***** USD PLUS 25 USD AS THIS IS A COMPLETE SCAM AND HOAX IT USED TO WORK LAST YEAR BUT NOW ITS JUST A SCAM ALL ASNSWERS YOU GET FROM TUTORS ARE WRONG AND USELESS

    Business Response

    Date: 05/01/2023

    Hello *****,

    Thank you for reaching out to ** through the BBB. I am one of the Escalation Managers here in Customer Support. I understand that our site and services were not what you expected and have requested for a refund for the Quarterly subscription and the extra unlocks purchased. After further review, I do see that a refund in the amount of $59.85 has been processed May 1, 2023. I can also confirm that a refund in the amount of $25 has been processed for the extra unlocks. 

    Please allow 3-7 business days for the refund to post to your account. If you do not receive a refund within the specified timeframe, please reach out to our support team at ******************************** for further assistance.

    All the best,

    Customer Support

    Customer Answer

    Date: 05/01/2023

     
    Complaint: 19999960

    I am rejecting this response because:  received no refund,,,when  will receive ll let u knoow

    Sincerely,

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

    Business Response

    Date: 05/05/2023

    Hello *****,

    Thank you for your response. I look forward to hearing from you soon.

    Regards,

    Customer Support

  • Initial Complaint

    Date:04/30/2023

    Type:Customer Service Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    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.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I cancelled my membership well in advance of being charged for the next billing cycle, they still charged my card and then claimed I accessed materials and refused to issue a refund. I did not access materials and am extremely concerned with their shady business practices.

    Business Response

    Date: 05/01/2023

    Hello *********,

    Thank you for reaching out to us through the BBB. I am one of the Escalation Managers who will be assisting you going forward. I understand that you cancelled your account last month however, your account has been charged again. Our apologies for the inconvenience caused. 

    As a one time courtesy, I would be happy to process a full refund for the last transaction because you did not use your Course Hero membership.

    A refund in the amount of $14.95 USD will be issued to your original payment method and I have also confirmed your Monthly membership has been cancelled so you will not be charged again in the future.

    Your financial institution will now be able to credit the amount above, which can take up to 3-7 business days for them to process. If you do not receive the refund within 7 business days, please let us know.

    Your account will now revert to a free Basic membership.

    All the best,

    Customer Support

     

  • Initial Complaint

    Date:04/27/2023

    Type:Billing Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    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.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I had a top-rated tutor account on ********************, which was my only source of income. Despite having a continuous more than 90% helpful rating for a year and never violating any of the platform's terms of use, my account was removed. At first, only my authoring rights were barred, and I was able to withdraw my earned money. However, after complaining to the tutor support, my whole account was blocked.I believe there is something wrong with CourseHero's flagging system, and I have screenshots of my helpful rating to prove my contributions to the platform. I never violated any of the platform's terms of use and have always followed the guidelines provided by the platform. I am very passionate about helping the students, and I will continue to do so if my account is reinstated.I am making a formal complaint at the consumer forum to investigate the matter and reinstate my account so I can withdraw my earned money. I request CourseHero to take this matter seriously and show me that they value my contributions to their platform.

    Business Response

    Date: 04/28/2023

    Hello *******,

    Thank you for contacting Course Hero Tutor Support. Upon checking, our records show that your account has been permanently closed for violating Course Heros Terms of Use. This decision is final and we wont be able to re-open your account. Please also note that no further payments are obligated at this time.We will not be able to make any further exceptions or facilitate any further requests in connection to this account.

    Regards,

    Customer Support

    Customer Answer

    Date: 04/28/2023

     
    Complaint: 19992658

    I am rejecting this response because:

    Sincerely,

    ******* B

  • Initial Complaint

    Date:04/27/2023

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    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.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    CourseHero has a 30-day money back guarantee they are not honoring. I could not figure out how to use and it didnt even work. I want a full refund.

    Business Response

    Date: 04/27/2023

    Hello ****,

    We typically do not honor refunds once our services have been used, but as a one-time courtesy I would be happy to issue you a full refund for the last transaction.

    A refund in the amount of $24.95 USD will be issued to your original payment method and I have also confirmed your Monthly membership has been cancelled so you will not be charged again in the future.

    Your financial institution will now be able to credit the amount above, which can take up to 3-7 business days for them to process. If you do not receive the refund within 7 business days, please let us know.

    Your account will now revert to a free Basic membership.

    If you have any further questions, please feel free to reach out to me directly by responding to this email.

Course Hero, Inc. is NOT a BBB Accredited Business.

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