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:06/18/2023

  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 ********************** for 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: ********************* <******-**************>Sent: Saturday, May 6, 2023 12:31 PM To: ******-************** <******-**************>Subject: Your Wyzant Account Status Hello ******, After reviewing your account, ********************** is ending your access to its platform according to paragraphs 17 and 18(b) of the Independent Tutor Agreement <**********************************************************************************************>. 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: ********************* <******-**************>Subject: Re: Your Wyzant Account Status ##- Please type your reply above this line -##Customer Support ******************************, 2023, 9:26 AM CDT Dear ******, 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. ********************** considers 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 **************** when 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 ************ registered 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 ************ regarding 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 ************** profile 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.
  
  
  Sincerely,
  
  *********************

  Business Response

  Date: 06/29/2023

  Communication, including warnings, was sent to ************ before the removal of his account.  It was determined that ************ violated Wyzant's Terms of Use, including the Academic Honesty Policy.  As such, Wyzant has decided not to host **************** profile 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 ************ before 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 ************ violated 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,
  
  *********************

• 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 ****** their tutor scamiing my computer he is onel one has access we have lessont trow team ****** he send me file to do exreise to it first it was good untill he begin blooking my gmail and an stop to creat othe **** he 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 ********************** Customer Support in November 2021 to make a report.  ******** was provided at that time, an investigation ensured, and the user's account was closed, per her request.  This user contacted ********************** Customer 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.

• Initial Complaint

  Date:10/09/2022

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 been using this site perfectly fine but now I have this issue when I log in: Wyzant has closed the account associated with the email ******************** Please call Wyzant customer support at ************** if you would like to change your account status and continue using Wyzant. I reached out to the number listed and the agent told she cannot provide details as to why its closed and she was escalate my profile to another team. I asked if they will reach out and she couldn't provide me a definitive answer. I have also emailed multiple times. I have been getting help with a tutor, who has been helping a lot, with my work. They received an email saying a message from myself isn't legit, which I do NOT appreciate. I am a college student simply seeking help with improving my writing. I would really appreciate it if someone could reach out to me at the number provided or email me to reopen my account.

  Business Response

  Date: 10/13/2022

  This users account was removed in accordance with Wyzant's terms and conditions, available on wyzant.com, which were agreed to when creating an account.  Wyzant reserves the right to remove users in violation of these terms, as well as to not to facilitate continued services.  As such, Wyzant has chosen not to provide an account for this user going forward. 
  
  

  Customer Answer

  Date: 10/14/2022

   
  Complaint: 18190189
  
  I am rejecting this response because: Wyzant has not provided me with any reason as to why my account is closed. It is discriminatory to refuse to do so. I would like a reason as to why my account is closed and why  I cannot make future accounts. Thank you.
  
  Sincerely,
  
  Ky C

  Business Response

  Date: 10/31/2022

  This account was removed in accordance with Wyzant's terms and conditions, available on wyzant.com, that were agreed to when creating an account.  Wyzant reserves the right not to list the account of any individual, and we have chosen not to list this students account going forward.

  Customer Answer

  Date: 11/02/2022

   
  Complaint: 18190189
  
  I am rejecting this response because: Wyzant has not provided me with any reason as to why my account is closed. It is discriminatory to refuse to do so. I would like a reason as to why my account is closed and why I cannot make future accounts. Thank you.
  
  Sincerely,
  
  Ky C

• Initial Complaint

  Date:10/04/2022

  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.

  First time Wyzant Customer here who schedules a session with a tutor names J*** P. N, the session was not very useful because he kept on suggesting we meet off the wyzant app so that he could lower my rate. I believe this is unethical and I told him so. He proceeds to ask me to pay him with shell gift cards and I told him no. The whole entire session was basically harassment and not useful so I am asking for my money back. I then scheduled a session with R*Y who while more helpful than the other tutor, could not help me with using my professors specific problem solving methods, so the session proved not useful for my needs. I am asking for a refund for both tutoring sessions as my dissatisfaction meets Wyzant Refund Good Fit Guarantee. I filed for the Guarantee early Sept. it is now Oct. and I have not had a response.

  Business Response

  Date: 10/07/2022

  ************** initially contacted Wyzant on 9/07/22 to request the Good Fit Guarantee for 2 tutors.  This request was accommodated and Wyzant responded on 9/09/22 to confirm and offer a refund of the account credit.  No response has been received, however, and Wyzant is sorry if the communication was inadvertently missed. 
  
  ************** followed up with Wyzant Customer Support on 10/04 regarding the situation and Wyzant responded on 10/05 to again confirm the account credit and to offer a refund.  No response has been received as of yet.  ************** is encouraged to follow up with Wyzant Customer Support to facilitate a refund of any account credit.  

• Initial Complaint

  Date:10/03/2022

  Type:Order Issues
  Status:

  UnresolvedMore 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.

  My Tutor account has been closed abruptly by Wyzant since June 2022. The dispute is still unresolved and has cuased me a lot of inconvience . The company states their "Terms and Conditions" have been broken but how exactly and instances/details of it are not given at all. Further its a death sentence with no scope for any further arbitration! "Terms and Conditions" are usually containing a huge amount of text which are usually not completely read and understood but have to be accepted to continue. The company may have a say in "terms and conditions" but not use that as an excuse to turn off anyone they dislike for whatever reasons or use it as a tactic to cut down on the tutor population. Which instance or action has broken which term and condition? should be stated clearly or else the account should be reactiavted without any delay.

  Business Response

  Date: 10/07/2022

  Since first listing a profile with Wyzant, ************ and Wyzants Profile Review Team have been in contact several times regarding policy and procedural expectations.  Most notably, explicit information regarding ongoing account requirements was provided in January 2019 and June 2020.  When reminded of Wyzant policies in June 2020, ************ confirmed understanding of these policies and agreed to adhere to them.
  
  Most recently, **************** tutor profile was removed in accordance with Wyzant's terms and conditions, available on wyzant.com, that were agreed to when listing a profile.  Wyzants Profile Review Team communicated via email regarding the removal in June 2022. Wyzant reserves the right not to list the services of any individual, and we have chosen not to host **************** profile going forward. This is **************** second Better Business Bureau complaint regarding this matter, which Wyzant considers closed.

  Customer Answer

  Date: 10/11/2022

   
  Complaint: 18157986
  
  I am rejecting this response because: No exact instances of violations were ever provided. Such claims without intsances and evidence are baseless. I had accepted the terms and conditions as always and followed them up.   Therefore I consider this issue as unresolved. I will continue to raise this issue till I get a satsifactory resolution either from here through arbitration or by moving forward with a fomal litigation in the courts.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 10/13/2022

  **************** tutor profile was removed in accordance with Wyzant's terms and conditions, available on wyzant.com, that were agreed to when listing a profile.  Wyzant reserves the right not to list the services of any individual, and we have chosen not to host **************** profile going forward. Wyzant considers this matter closed.

  Customer Answer

  Date: 10/18/2022

   
  Complaint: 18157986
  
  I am rejecting this response because: No specific reason has been provided with any sort of evidence. It is really strange that a direct communication channel to the business has been closed for me and I have to avail the services of a third party (BBB). I am suffering metally and finanically due to this sudden closure of my account without any specfic reason without an evidence. I cannot accept the response as satisfactory or final. I am consulation with a law firm as well and you shall be hearing from them soon unless you wish you settle the matter peacefully here.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:09/27/2022

  Type:Billing 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 9/27/2022 I was setting up my Wyzant account. I had taken 3 quizzes and received passing grades on all of them .My account was shut down before I finished the quizzes. I was sent an e-mail saying I could not be vetted. I have no clue what they mean.

  Business Response

  Date: 10/03/2022

  To become listed with Wyzant, prospective tutors must provide sufficient information regarding ability to tutor, including credentials, qualifications and experience.  WyzAnt allows potential tutors multiple attempts to provide the required information and each time WyzAnt requests additional information, an email outlining requisite details is sent to the tutor. 
  
  WyzAnt sent ****************** 2 separate emails outlining specifically what information was missing, and how to improve his submission. WyzAnt is sorry that the provided details did not meet criteria and that the submission was not accepted to list a profile.
  
  Additionally, it appears that ****************** contacted Wyzant's Customer Support Team regarding this matter and clarifying information was provided, including the time frame for re-submission.  
  

• Initial Complaint

  Date:09/12/2022

  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'm complaining about their tutor named *************************. I tried to work with him to learn how to write business proposals and RFPs. He didn't do that. He passed out templates and billed me for meeting, when no meeting factually occurred. The templates didn't teach me anything and they were no different from what I saw on ******* So, I reached out to Wyzant to rate and truthfully disclosed my experience. Now, **************** is sending me rude emails, falsely accusing and accosting me for my rating.

  Business Response

  Date: 09/19/2022

  In looking into this situation, ****************** has been in communication with Wyzant's Customer Support Team about this situation, but has not provided the requested information necessary to assist.  Although Wyzant is a third party that provides a marketplace for tutors and students to link for services, should an issue arise, there are processes in place to attempt to reach resolution.  ****************** is encouraged to follow up with Wyzant Customer Support and additional communication will be sent to ****************** as well regarding this claim.

• Initial Complaint

  Date:08/04/2022

  Type:Billing 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 had approved and running account on wyzant.com as a physics tutor for the last 3 years. All of a sudden and without any warning they have decided to close my account for no real reason and say that decision is final and no representative will be available for any resolution. Repeated emails and paper mails have gone unanswered. This has happened since a about a month now. I have worked hard to build a teaching profile with great reviews and ratings and suddenly after 3 years of association they have decided to close everything with a final email. This is very unfair and rude for someone ,who has worked consistently as a tutor and made money for the company via commissions of 25% for each tutoring session. Please open up my account and let me function as usual in these challenging times.

  Business Response

  Date: 08/10/2022

  Since first listing a profile with Wyzant, M. Kela and Wyzants Profile Review Team have been in contact several times regarding policy and procedural expectations.  Most notably, explicit information regarding ongoing account requirements was provided in January 2019 and June 2020.  When reminded of Wyzant policies in June 2020, M. Kela confirmed understanding of these policies and agreed to adhere to them.
  
  Most recently, M. Kelas tutor profile was removed in accordance with Wyzant's terms and conditions, available on wyzant.com, that were agreed to when listing a profile.  Wyzants Profile Review Team communicated via email regarding the removal in June 2022. Wyzant reserves the right not to list the services of any individual, and we have chosen not to host M. Kelas profile going forward.  We wish M. Kela the best going forward.