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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:12/12/2023

    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 a course that is supposed to help with school and essays, and I never found this useful, and I actually cancelled couple days later, and I requested my money, but they don't want to give it back. Then I contacted ******* bank, and they don't want to give my money back to me. So, I would like for one of these companies to reimburse me back. I filed the claim twice with my bank ************* The date it was Aug 3, 2023 for $119.40

    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 


  • Initial Complaint

    Date:12/01/2023

    Type:Sales and Advertising 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 purchased a Course Hero subscription under the guise it was **** USD a month. However I was charged 119 USD. Had the product worked I would be fine. But the material on the course hero site did not help me and I did not get a passing grade on the assignment. I had to unlock the documents from course hero to figure this out though. I have had the subscription only for a few hours and not used it since. I would like a refund because the semester ended and the content is not aligning with my courses and is of no help. Thank you.

    Business Response

    Date: 12/07/2023

    Hello Daniella, 

    Thank you for reaching out to us on The Better Business Bureau. 

    Our records indicate we have been in direct contact with you, please let our agents know if you have any questions. 

    Regards, 

    Customer Service 

    Customer Answer

    Date: 12/07/2023

    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:11/30/2023

    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.
    My account was RANDOMLY charged the full membership of $143. I reached out multiple times and got the same automated message stating my account has already previously been refunded, even thought this transaction was not my doing. I am receiving no help from this business to refund my account. Very disappointing as I am thinking of taking legal action.

    Business Response

    Date: 12/07/2023

    Hello ******, 

    Thank you for reaching out to us on The Better Business Bureau. Our records indicate we have been in direct contact with you in regards to your account. If you have any other questions, please reach out to ******************************** or dial ************ 24/7.

    Regards, 

    Customer Support 

     

  • Initial Complaint

    Date:11/23/2023

    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 November 18th 2023 I requested to cancel my subscription and the website wouldn't allow me to, I sent a customer service request to cancel the subscription and they responded saying I only have the free account, not one with recurring payments, I was charged on November 23rd 2023 for the membership fee and then requested a refund since I had already tried to cancel and was told I didn't have a recurring subscription and they are denying the refund saying it is after the 30 days of purchase, even though I requested the refund immediately following the charge.

    Business Response

    Date: 11/29/2023

    Hello *****,

    Thank you for contacting us through the Better Business Bureau. I am one of the Escalation Managers here at Course Hero and will be assisting you going forward. I understand from your message that you would like a refund for the purchase of your Course Hero subscription. If you could please reply to this email with the month(s) you are requesting a refund for and I will provide a one-time courtesy refund for your purchase.

    I look forward to hearing from you soon.

    Regards,

    Support

  • Initial Complaint

    Date:11/21/2023

    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.
    I was looking to use course hero for some help with homework and studying and just subscribed to their service about 15 minutes ago. Their price advertisement is predatory and should be flagged as false advertisement. I selected one of their plans because they advertised it as $11.95/month $****** yearly. This vague cost statement with no additional information makes you believe you'll be charged $11.95 monthly but instead they charge you the $****** up front. I would have preferred a bigger warning that the company would charge me ****** up front so that i can make a better informed decision on what plan I should choose. Certainly a shady business practice phrased so that you'll be charged the largest amount up front.

    Business Response

    Date: 11/29/2023

    Hello *******,

    Thank you for contacting us through the Better Business Bureau. It is my understanding that you would like a refund for your purchase with Course Hero. I took a look at your account and can confirm that a refund in the amount of $143.40 has been issued to your original form of payment on November 22, 2023. 

    If you do not receive your refund within 10 business days, please contact our support team at ******************************** so that we may investigate the delay in funding.

    Regards,

    Support.

  • Initial Complaint

    Date:11/17/2023

    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 Nov 8, 2023, I received an email from the tutor support team (****), who notified me that they identified an activity that violated Coursehero's terms of use. I was busy working on some questions before receiving that notification. I went on and clarified my identity through Persona. Within the one-hour limit, I emailed the support team to notify them that I had completed all the requirements. Later, I received an email at precisely 16:11 PST on Nov 8, 2023, which notified me that I violated Coursehero terms and my account was permanently blocked. I am writing to request a review of my account and gain clarity on what happened. I am ready to work with the tutor support team to provide all the necessary documentation to identify that I am the sole user of this account. I already did the identity confirmation test with Persona using a URL attached to my email. However, they did not provide a reason why my account was closed. It had more than $300 inside. I want to know from them what happened to my account and the reasons for closure. They have been closing all tutor accounts from ***** without any reason. In my case, I firmly believe what they did was harsh because I have been a strong contributor to the platform as a student and a tutor. I contacted the support team through email, and they still insist I violated their terms. I need to know which terms I violated. I even called their customer care, who told me the number is only for customer service, not tutor issues. I know they will reply telling me to contact their tutor support team through email, but I already did that. I need them to tell me why it was closed and where my money is. Kindly assist.

    Business Response

    Date: 11/29/2023

    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 you 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

    Customer Answer

    Date: 11/29/2023

     
    Complaint: 20886857

    I am rejecting this response because I contacted your support team on the same. I even called and I was not assisted. They did not communicate the actual reaspn why the account was locked. All I am requesting is a refund. I am also requesting which TOS I violated since I am the sole owner of the account. 
    Sincerely,

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

    Business Response

    Date: 12/07/2023

    Hello *********, 

    We apologize you are dissatisfied with the latest update. If you have any other questions, please reach out to **************************************

    Kind regards, 

    Customer Support 

    Customer Answer

    Date: 12/08/2023

     
    Complaint: 20886857

    I am rejecting this response because I feel robbed off my time and funds. Coursehero is the worst ever. 

    Sincerely,

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

  • Initial Complaint

    Date:11/12/2023

    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 was charged $29.95 for a one month membership. I canceled my account to stop recurring charges, but I no longer have access to the account for the remainder of the month. If I can't use the account, I need a refund for the $29.95. I reached out to the company and no response. This has happened to numerous customers

    Business Response

    Date: 11/29/2023

    Hello *****,

    Thank you for reaching out to us via the Better Business Bureau. It is my understanding that you have cancelled your account and now you no longer have access to your account. If you have purchased a monthly membership and have closed or received a refund for your purchase, yes you will no longer have premier access to the account. However, if you simply cancel the recurring billing, you will still retain your premier access to the account until the subscription expires. From then on your account will revert to a basic account until you decide to purchase another subscription with us.

    If you would like to provide me with the email associated with your Course Hero account, I will take *************** and investigate further into what is going on.

    Regards,

    Support

  • Initial Complaint

    Date:11/04/2023

    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.
    To Whom It May ********* am writing to formally file a complaint regarding the unfair treatment I have experienced as a tutor on the CourseHero platform. Despite my dedication and efforts over the past two weeks, I received a probation notice without any specific details about the alleged violation of their terms of use. Furthermore, my subsequent attempts to withdraw my pending payments were hindered by an issue with the mobile verification process, ultimately resulting in the unexpected and unexplained ban of my account.I would like to bring to your attention that despite my repeated attempts to seek clarification and resolution, the CourseHero support team has not contacted me, leaving me in a state of distress and uncertainty. This lack of communication and support has not only affected my financial situation but has also raised significant concerns about the transparency and professionalism of your organization.I request an immediate and thorough investigation into this matter and a detailed explanation for the sudden ban of my account without clear grounds. Additionally, I urge you to ensure the prompt resolution of the issue obstructing the withdrawal of my hard-earned payments from the CourseHero platform.I expect a timely response and a resolution to this distressing situation. Failure to provide a satisfactory explanation and resolution may result in the escalation of this complaint to the appropriate authorities and regulatory bodies.I look forward to your prompt attention to this matter and the swift restoration of my account access and withdrawal capabilities.

    Business Response

    Date: 11/08/2023

    Hello *****,

    Thank you for contacting us through ****************. 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 you 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

    Customer Answer

    Date: 11/09/2023

     
    Complaint: 20824482

    I am rejecting this response because:

    I must reiterate my urgency and concern about the pending payment transfer from my CourseHero account. While I understand the suggestion to contact Tutor Support, I have already reached out to them multiple times without any response or resolution.

    Please understand that my primary goal at this stage is to ensure the prompt and fair transfer of my pending payment. I have diligently provided tutoring services on your platform and rightfully earned this compensation, and any further delay or obstruction in this process is completely unacceptable.

    I expect a prompt and favorable resolution to this issue and the immediate transfer of my earnings to my PayPal account within the shortest possible time frame. Failure to do so will leave me no choice but to pursue additional measures to ensure that my rights are upheld and that this matter is appropriately addressed.

    I look forward to your immediate and effective assistance in this matter.

  • Initial Complaint

    Date:11/03/2023

    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.
    I no longer use Course hero service and they deducted an amount of $119.40 which I requested for a refund and they have indicated that it has been more than 30 days and has not been past 30 days. it has been October 26th, 2023. I want them to cancel my card on file. They have not responded back to me on this matter.

    Business Response

    Date: 11/08/2023

    Hello ****,

    Thank you for contacting us through the Better Business Bureau. I understand that you wish to cancel and receive a refund for your purchase with Course Hero. I took a look at your account and can confirm that a refund in the amount of $119.40 has been processed to your account back on November 3, 2023.

    Should you not receive your refund within 10 business days, please reach out to our support team at ******************************** where they may investigate the delay in funding.

    Warm regards,

    Support

  • Initial Complaint

    Date:10/31/2023

    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.
    I enrolled in using this software as a study aid for one of my courses. Once the course was completed, I stopped the auto-enroll and canceled my subscription. They still charged my card $24.95 and are refusing to refund me even though I had reached out to them within 15 minutes of receiving the email informing me of the renewal.

    Business Response

    Date: 11/03/2023

    Hello ******,

    Thank you for contacting us through the Better Business Bureau. I understand that you are reaching out in regards to a refund/cancelation request. I took a look at your account and I can confirm that a refund in the amount of $24.95 has been processed to your account on November 1, 2023. If this is not the case, feel free to reply directly to this email for further attention to this matter.

    Regards,

    Support

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