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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:08/15/2023

    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 cannot log into my account so I can cancel my account. They billed me and I immediately sent an email to ask them to cancel the account and issue a refund. I was told they don't give refunds then they sent me a link to cancel my subscription which then prompts me for my password. I haven't used this site in over a month and just want my account closed. I can't log in but I'm being charged for services.

    Business Response

    Date: 08/22/2023

    Hello,

    Thank you for contacting us through the Better Business Bureau. Would you be kind enough to provide the email address used for your Course Hero account so that I may look into this for you?

    Regards,

    Support

  • Initial Complaint

    Date:07/29/2023

    Type:Order 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.
    AS I HAVE APPLIED FOR COURSEHERO TUTOR APPLICATION ON 12/07/2023.BUT MY APPLICATION IS NOT REVIEWED STILL.ITS BEEN 1 MONTH THAT I HAVE APPLIED .EVEN THOUGH I HAVE MAILED YOU YOU ARE SENDING ME TO COPLETE MY APPLICATION.BUT I HAVE ALREADY COMPLETED MY APPLICATION.PLEASE RESOLVE MY ISSUE AND ALSO REVIEW MY APPLICATION.

    Business Response

    Date: 07/31/2023

    Hello *******************,

    Thank you for reaching out to through the Better Business Bureau. In order for us to assist you regarding your Tutor Application, we will need for you to contact our Tutor Support team at tutor-********************************* From there we can look into your application status and provide you with the status update you are seeking.

    Regards,

    Customer Support

     

    Customer Answer

    Date: 07/31/2023

    Complaint: 20393537

    I am rejecting this response because:
    I have already contacted the tutor-support@coursehero but they also didn't resolve my problem.
    They are also showing me the same application and telling me to complete the application.But I have already completed my application.I have also attached the photo of the proof. 
     
    Sincerely 

    ******************* A



    Business Response

    Date: 08/01/2023

    Hello,

    I am sorry to see that you have rejected our resolution. Unfortunately the Better Business Bureau website is not the platform where we can properly resolve your issue. If you would like to seek resolution, I recommend re-contacting our Tutor Support team for assistance.

    Regards,

  • Initial Complaint

    Date:07/18/2023

    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.
    Hello. My tutor account under *************************** has recently been suspended even after I provided all the necessary information that was required. My tutor account had only recently been approved and I had not worked with it alot because there were very few questions. Please help reenable my account. I'm willing to resend everything you may need to reenable it. Kind regards.

    Business Response

    Date: 07/18/2023

    Hello *******************************,

    Thank you for contacting 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 are better equipped to assist you.

    Regards,

    Customer Support

    Customer Answer

    Date: 07/19/2023

     
    Complaint: 20336631

    I am rejecting this response because: I've reached out to the tutor support team and have not received any response from them. Please help reenable my tutor account.

    Sincerely,

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

    Business Response

    Date: 07/24/2023

    Hello Sherwin,

    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


  • Initial Complaint

    Date:07/14/2023

    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.
    Hi a couple of months ago i joined course hero to work as a tutor remotely. i submitted my applications via there platform and i was accepted to work as a tutor. after working for about a week my account was closed without any specific reason even after i sent them a 10 second verification video they requested.i am hereby filling this complain regarding the closure of my tutor account without any specific reason.This is my email of the above mentioned account *************************** of the friends i met online are also complaining of the unfaithful nature of course hero.kindly reach out to them to make them aware and reopen my tutor account.

    Business Response

    Date: 07/18/2023

    Hello *************************,

    Thank you for contacting 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 are better equipped to assist you.

    Regards,

    Customer Support

  • Initial Complaint

    Date:07/04/2023

    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 purchase a month to month subscription to Course Hero. The company is claiming I signed for a free version. I have my receipt show I purchase the product from June to July. I want my money back this company is stalling a representative name *** *** keep saying she can't find my account and I have forwarded my receipt 3 or 4 times.

    Business Response

    Date: 07/10/2023

    Hello ***************************,

    Thank you for contacting us through the Better Business Bureau. I took a look at the two tickets our customer support team has received and can confirm that we are actively trying to assist you in resolving your issue. I see that we explained that we are unable to locate an account with the email address: ***************** and asked that you provide us with additional information such as an alternate email address and or first and last digits of the card used so that we may further assist you. Without completing the form sent to you via email, our team will not be able to assist further. 

    Please reach out to our support team at ******************************** with the requested information and we will be more than willing to continue assisting you.

    Regards,

    Customer Support

    Customer Answer

    Date: 07/10/2023

    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:06/10/2023

    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 previously had a premier membership and cancelled it on May 9, 2023 as I have not used it many months. My premier membership was due to expire on May 16, 2023. My cancellation request on May 9 was successful and after May 16, 2023 my membership would be the basic free membership. On June 9, 2023 I was charged for premier membership for $39.95. I requested a refund, provided images of cancellation email including confirmation number it was cancelled, provided my email which is same for premier and basic membership, and I still cannot get a refund. I have not used coursehero in months. I would like a refund.

    Business Response

    Date: 06/13/2023

    Hello ******,

    Thank you for contacting us through the Better Business Bureau. I want to confirm with you that back on June 11, 2023 we've issued a refund to the original form of payment in the amount of $39.95. Please allow 3-7 business days for the refund to credit your account.

    Please feel free to reach out to our support team if no refund has been received by the 8th business day.

    Regards,

    Customer Support

  • Initial Complaint

    Date:06/09/2023

    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 signed up for a year membership with Course Hero to help with a class at school and couldnt figure out how the website worked. I closed the account the same day that I opened it and requested a refund. It has been over 2 weeks and I still have not received a refund.

    Business Response

    Date: 06/13/2023

    Hello *********************,

    Thank you for contacting us through the Better Business Bureau. I see that you've reached out to our support team from the email address: ********************. I also see that our team has responded to that email and have asked for more information in order to locate your account and determine if you are eligible for a refund. If you could please reply to the email sent on May 29, 2023 that will help ** further assist you.

    Regards,

    Customer Support

  • Initial Complaint

    Date:06/07/2023

    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 didnt even have the app 10 minutes and canceled it. I never even used the services. It was only suppose to charge $9.00 instead it ended up charging me $119. That was all the money I had in the bank. I want a full refund. I dont want to pay that much for something I didnt use.

    Business Response

    Date: 06/08/2023

    Hello *****,

    Thank you for contacting us through the Better Business Bureau. I would like to confirm that we have already refunded your subscription as requested back on June 7, 2023. We also sent a confirmation email as well which you should have received. 

    Please feel free to contact ** if you do not receive the refund within 7 business days.

    Regards,

    Customer Support.

  • Initial Complaint

    Date:05/30/2023

    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 wrote this company telling them to refund credit card charged because this was purchased without my knowledge by a kid who is a relative. I want cancelled and credit card charged refunded.

    Business Response

    Date: 06/07/2023

    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 that the 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.  

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

    Regards,

    Customer Support

    Customer Answer

    Date: 06/15/2023

    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:05/27/2023

    Type:Service or Repair 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 was looking at the pricing of course hero memberships on the 26th of May and agreed to pay 9 dollars over the course of multiple months. However, what I did not realize was that my bank account would be charged the full amount immediately for almost 120 dollars. I believe that this was very misleading and would like a refund.

    Business Response

    Date: 06/07/2023

    Hello ***********************,

    Thank you for contacting us through the Better Business Bureau. I took a look at your account and do see that you are eligible for a refund. However at this time I do see an open chargeback that has been filed and is currently in a 'Disputed' status. When a chargeback is filed, we are unable to refund until a decision has been made. If the chargeback goes in your favor you will be refunded by your institution. If the ruling is not in your favor we will process a refund for you. If a decision has already been made and you have the outcome letter or email, you may speed up the by providing it via email.

    If you have any further questions or concerns, you may reply directly to this email.

    All the best,

    Customer Support

    Customer Answer

    Date: 07/19/2023

    Hello,

    I am emailing today about a complaint I made. The ** for my case is ********. I am emailing now because I was waiting on the result of a claim I filed with my bank about the payment. I was going over the response from Course Hero and I would like to request a full refund. I hope it is not an issue that I am emailing this email since I was a bit lost as how to respond. I appreciate the help.

    Sincerely,
    ************************

    Business Response

    Date: 07/19/2023

    Hello ***********************,

    Thank you for contacting us through the Better Business Bureau. I am sorry to hear there was confusion with regards to our pricing. If you would be willing to provide me with the email address you signed up to Course Hero with, I would be happy to take a look and see what can be done.

    Regards,

    Customer Support

    Customer Answer

    Date: 07/20/2023

     
    Complaint: 20111737

    I am only temporarily rejecting this response because the matter has yet to be resolved. The email is **************************** I am hopeful that this matter will be settled swiftly.

    Sincerely,

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

    Business Response

    Date: 07/21/2023

    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 $119.40 USD will be issued to your original payment method and I have also confirmed your Annual membership has been cancelled so you will not be charged again in the future.

    We issue the refund immediately, but please allow 3-7 business days for your bank to process the transaction.

    Your account will now revert to a free Basic membership.

    If you have any further questions, please feel free to contact our Support team at ********************************

    Regards,

    Customer Support

    Customer Answer

    Date: 07/22/2023

    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. I appreciate the help in this matter.

    Sincerely,

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

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

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