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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:02/19/2024

    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 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

    Date: 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

    Date:02/15/2024

    Type:Delivery 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.
    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

    Date: 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 Answer

    Date: 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,

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

  • Initial Complaint

    Date:02/06/2024

    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.
    Course Hero have been fraudulently billing my credit card for over 2 years. Transaction dates: 6 Feb, 6 May, 6 Aug, 6 Nov (2023 and 2022). Im sure the transactions go back even further. Their website wont let me delete my credit card and when contacting customer support they tell me that I only have a free membership level.

    Business Response

    Date: 02/07/2024

    Hi ******,


    Thank you for reaching out to us on The Better Business Bureau.  Our records indicate that the email used to file this complaint is not tied to an account in our system. Please contact us at ******************************** so that we can assist you with your request. Should you prefer to contact us directly, you can reach us at **************** hours a day.


    Regards, 


    Customer Support


  • Initial Complaint

    Date:02/05/2024

    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 started the subscription with Coursehero as an instructor in August 2023. The website worked perfectly for me when I was being asked to subscribe. However, right after subscribing, I have not been able to log in through my email ************************ At first, I thought it was a connection issue, but after trying several times at different locations and on different computers, it still wouldn't let me log in. I have been charged $30/month since August 2023. I have attached documents supporting these payments. I received an email regarding a survey to take. When I clicked, my mac computer warned me of the site trying to steal my information. I have also attached a screenshot of the email along of the warning.

    Business Response

    Date: 02/06/2024

    Hi ******,


    Thank you for reaching out to us on The Better Business Bureau.  Our records indicate that the email used to file this complaint is not tied to an account in our system. Please contact us at ******************************** so that we can assist you with your request. Should you prefer to contact us directly, you can reach us at **************** hours a day.


    Regards, 


    Customer Support


  • Initial Complaint

    Date:01/26/2024

    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.
    I want my money back because I have not used this and it is not helpful when I did it. I signed up and then canceled 4 days later. I really just want my money back because it didnt help me with what I was looking for.

    Business Response

    Date: 01/29/2024

    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 Answer

    Date: 01/30/2024

     
    Complaint: 21201929

    I am rejecting this response because:
    I have called three times try to get to somebody I talk to somebody and they said theyre transfer me and then they hang up. I think its a joke with them and I want my money back because I cant use them and theyre not responding
    Sincerely,

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

    Business Response

    Date: 01/31/2024

    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 the refund you have requested. If further assistance is required please reach out to our support team by replying to the email we have sent you. If you did not get our response, please send us a new email at ******************************** or by give us a call us at ************.

    Regards,

    Customer Support

  • Initial Complaint

    Date:01/25/2024

    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 canceled the subscription to Course Hero before the expiration date of the first month I paid, but this website still deducts two months' payments through PayPal. After I sent an email to Course Hero Support, they said they couldn't refund the money 1 month ago. But I canceled the monthly payment already, and my account does not upgrade even though Paypal deducted ***** in my account.

    Business Response

    Date: 01/29/2024

    Hi *************,


    Thank you for reaching out to us on The Better Business Bureau.  Our records indicate that the email used to file this complaint is not tied to an account in our system. Please contact us at ******************************** so that we can assist you with your request. If you wish to contact us directly, please dial us at ************, we are available 24 hours a day, 7 days a week. 


    Regards, 
    Customer Support 


  • Initial Complaint

    Date:12/29/2023

    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.
    On December 24, 2023, Course Hero emailed me saying they temporarily closed my account and required me to verify my identity via Persona within 48 hours or they would close my account for good. I complied with the requirement on the same day I received the email, but the next day, the support emailed back saying I should verify my identity again using the new link they provided. Again, I complied within that day and even attached a screenshot in my email as proof that my verification was successful. However, after December 25, 2023, the support stopped responding back regarding the status of my account. I sent another email on December 27, 2023 asking them about my account status and they never replied. I was hoping they would email today because it has been five days since I couldn't access my account. Today, December 29, 2023, I emailed them again regarding the same issue but until this time, I never received a single email from them. I have earnings in my account and they are available to be withdrawn but I could not even do that because they prevented me from logging in. They didn't have any single decency to respond back to my emails even though they have received it. If they have closed my account, they should tell me so via email. They close accounts whenever they choose and steal the earnings of the tutors in their account. They have been doing it for the past years, inventing outrageous cases of violations committed by tutors, yet they couldn't even provide a single valid proof that the violations committed are well-grounded. They sent generic responses and they will close accounts without hearing the sides of tutors first. Course Hero is practicing a very unprofessional behavior towards their tutors who work hard in their platforms. I'm sure Course Hero will respond only if tutors filed a complaint in BBB cause they have no other reason to ignore tutors' complaints anymore. My Tutor Account Email is: ******************* Thank you very much.

    Business Response

    Date: 01/11/2024

    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 Answer

    Date: 01/15/2024

    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,

    *****************-oc

  • Initial Complaint

    Date:12/18/2023

    Type:Sales and Advertising 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.
    Good morning, I was charged $71.85 on 1 Dec. 2023. I was under the impression I purchased a monthly subscription, yet I had to pay an additional $15.00 to utilize some of the features on top of the $71.85. Now I've spent $87 in total and I can't even utilize the whole service. I've reached out to a member of customer service to resolve the issue, but was denied a refund. To resolve the issue I'd like to just request a refund.

    Business Response

    Date: 12/20/2023

    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 Service 


  • Initial Complaint

    Date:12/17/2023

    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.
    Good day! My course hero account has been locked due to failed phone verification attempt during withdrawing. It says to input save number so I input the new one saved to my profile then says wrong. Then i was bothered of the number mean is the save number on profile or the number i used before. Then my account has been locked just for one attempt. I messaged customer service but it does not reply. Please help me back my account.

    Business Response

    Date: 12/26/2023

    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

    Date:12/12/2023

    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 tried to cancel course hero and it has not been cancelled yet. They continue to charge me ***** each month resulting in over $200 in fees for a service I've never used.

    Business Response

    Date: 12/20/2023

    Hi ****,

    Thank you for reaching out to us on The Better Business Bureau.  Our records indicate that the email used to file this complaint is not tied to an account in our system. Please contact us at ******************************** so that we can assist you with your request. 

    Regards, 

    Customer Support


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

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