Complaints

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.

• Initial Complaint

  Date:06/28/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 6/28/23 Wyzant tutoring services deactivated my account stating that I used their services to cheat. I never used their services. I only inquired to get support or help. They sent me a message stating the laws stands and that I can no longer call there tutoring services or customer service regarding the deactivated account .

  Business Response

  Date: 06/29/2023

  When students register for an account and use the site (wyzant.com), they agree to follow Wyzants outlined terms of use and policies, including the Academic Honesty Policy.  Wyzant has been in contact with REMOVEDregarding policy and procedural expectations.  If a user does not comply with outlined terms of use, Wyzant reserves the right not to list the services of any individual.  It has been determined that REMOVEDviolated Wyzants Academic Honesty Policy and as a result, we have chosen not to host REMOVEDaccount going forward.

• Initial Complaint

  Date:06/18/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 have had a tutor referral account with REMOVEDfor a number of years now. I have gotten excellent reviews from students and a very high rating. I have brought in much repeat business that Wyzant has benefitted from via its "cut" of the fees. I am a senior citizen and partly disabled and rely on tutoring fees to support myself>Without warning this past May 7, I received the following email from Wyzant:From: REMOVED<REMOVED-REMOVED>Sent: Saturday, May 6, 2023 12:31 PM To: REMOVED-REMOVED<REMOVED-REMOVED>Subject: Your Wyzant Account Status Hello REMOVED, After reviewing your account, REMOVEDis ending your access to its platform according to paragraphs 17 and 18(b) of the Independent Tutor Agreement <REMOVED>. It has come to our attention that a student requested that you complete work on his or her behalf. According to our records, you agreed to complete this work and as such, we will deactivate your account effective immediately.If you disagree with this action and wish for us to reconsider, then within 10 calendar days from this notice, you may provide Wyzant with documents or other information for review.Regards,The Wyzant Team -------------------------------Please note that there was no real explanation for this action, no specifics, just a general reference to the Independent Tutor Agreement, which itself is somewhat less than specific.I immediately asked for clarification, but received none. I surmised it might have something to do with a student request that seemed to be asking me to take a test for them. If Wyzant had been privy to the actual phone conversation that took place in response to the student request, they would have seen that I offered only to help the student PREPARE for the test using sample questions he was furnished by the instructor for that purpose. Although the student originally accepted my offer, he failed to follow up and no session of ANY kind occured.Wyzant's email states that I had the option of appealing their decision, and I emailed them all of the above information, along with a copy of the SAMPLE quesions -- which were dated before Wyzant even emailed me. I again received no response whatsoever. Finally I called their customer service number Several days later, I received the following from them:From: Wyzant Sent: Friday, May 19, 2023 9:26 AM To: REMOVED<REMOVED-REMOVED>Subject: Re: Your Wyzant Account Status ##- Please type your reply above this line -##Customer Support REMOVED, 2023, 9:26 AM CDT Dear REMOVED, Your profile has been closed according to paragraphs 17 and 18(b) of the Independent Tutor Agreement. Based on the information you provided, we will not reactivate your account. REMOVEDconsiders this decision to be final and a representative will not be made available to further discuss this matter. Regards,The Wyzant Profile Review Team www.wyzant.com Questions? Visit our Help Center!This email is a service from Wyzant. Delivered by Zendesk -------------------Please note that this simply reiterates their first email, with no more specifics than there were there, as well as no addressing or even recognition of any of the points I had offered in my appeal. Further, the harsh wording of the email seems to express anger over the fact that I had CALLED REMOVEDwhen I got no response to my appeal.I would argue that all of this adds up to unfair business practice -- arbitary, heavy-handed, and totally devoid of any fair process. Indeed, I would submit that even if someone DID violate their terms and conditions, that decent and fair business practice would dictate that they receive a fair and SPECIFIC warning and an "(at least) two strikes you're out" policy.

  Business Response

  Date: 06/23/2023

  When REMOVEDregistered to create an account and use the site (wyzant.com), he agreed to follow Wyzants outlined terms of use and Independent Tutor Agreement.  Wyzant has been has been in contact with REMOVEDregarding policy and procedural expectations on several occasions, including the Academic Honesty Policy.  If a user does not comply with outlined terms of use, Wyzant reserves the right not to list the services of any individual, and we have chosen not to host REMOVEDprofile going forward.
  
  

  Customer Answer

  Date: 06/26/2023

   
  Complaint: 20203668
  
  I am rejecting this response because:

  It should be noted that Wyzant's response simply repeats the same unspecific references to terms and conditions (that are themselves general and unspecific) that were offered in their previous two emails (which I included in my BBB complaint). They don't seem to be willing to offer ANYTHING more concrete or specific. (And this was a significant motivating factor in my filing a complaint with the BBB.) Also, although their original email indicated that I could appeal their decision, at no point subsequently have they been willing to address or even acknowledge the points I made in my appeal to them -- an appeal that had to be made essentially blindly in the face of the lack of specifics I had been given. I would again  submit that even if an instructor did in Wyzant's opinion violate their terms and conditions (which I sincerely believe I did not), it would constitute reasonable and fair business practice to give the instructor fair warning and the benefit of the doubt (and at worse a temporary suspension) before taking the extreme and punitive actions that they did in my case.
  
  REMOVEDwould submit that the remedies I requested in my BBB complaint are both necessary and appropriate -- not just for my sake, but for the sake of ANY account holder who, after building a practice through Wyzant (to the benefit of both Wyzant AND the account holder), might without warning have it taken away based on very unspecific allegations, without support of fact and without anything remotely resembling a fair process.
  
  Sincerely,
  
  REMOVED

  Business Response

  Date: 06/29/2023

  Communication, including warnings, was sent to REMOVEDbefore the removal of his account.  It was determined that REMOVEDviolated Wyzant's Terms of Use, including the Academic Honesty Policy.  As such, Wyzant has decided not to host REMOVEDprofile going forward.

  Customer Answer

  Date: 07/01/2023

   
  Complaint: 20203668
  
  I am rejecting this response because:

  Once again, Wyzant states claims, but without much in the way of specifics or substantiation. However, I would submit that it would be relatively simple for them to provide substantiation:
  
  
  #1: "Communication, including warnings, was sent to REMOVEDbefore the removal of his account."
  
  I don't recall receiving any communication that fits their description above. And in neither their email of 5/7 closing my account nor in the one of 5/21 ostensibly responding to my attempt to appeal nor in their first response to the BBB was there any reference to these previous communications. If Wyzant will provide copies of these earlier communications, it would be possible to see if they actually contained a clear and fair warning of any kind, as opposed to just the same kind of vagaries which has regrettably characterized all of their recent communications.
  
  #2: "It was determined that REMOVEDviolated Wyzant's Terms of Use, including the Academic Honesty Policy."
  
  Can Wyzant state which SPECIFIC terms and conditions I allegedly violated and what specific ACTIONS on my part violated them? On the other hand, if they continue to be unwilling/unable to do so, then it might be reasonable to conclude that they had jumped to conclusions based on misinformation/misinterpretations and are now unwilling to admit of the possibility that they made a mistake/overreaction. It would arguably not be good or fair business to do so.
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:02/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 have problem with REMOVEDtheir tutor scamiing my computer he is onel one has access we have lessont trow team REMOVEDhe send me file to do exreise to it first it was good untill he begin blooking my gmail and an stop to creat othe REMOVEDhe bloked my portfotio and and actully raducaliate my life i have desabilty i cant use doctor portal to make video appintment wih him actually cant do nothing when i compline to wazynt when they hear i have desabilty they hang up a phone

  Business Response

  Date: 07/27/2023

  In looking into this, it appears that this user initially contacted REMOVEDCustomer Support in November 2021 to make a report.  REMOVEDwas provided at that time, an investigation ensured, and the user's account was closed, per her request.  This user contacted REMOVEDCustomer Support again in January 2023 and she was again provided potential avenues to resolution.
  
  There is no indication that Wyzant was hacked or compromised and as such, Wyzant has no means to take action.