Complaints

This profile includes complaints for Preply, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Preply, Inc.

  1309 Beacon St Ste 300 Brookline, MA 02446-5252

• 

  Preply, Inc.

  1309 Beacon St Brookline, MA 02446

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:01/13/2025

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Dec 5 paid for 8 ******s with Preply tutor Jan 13 the tutor has changed all the ******s due to inavailability. Some of the ******s are carryover credits from previous ******************************* platform will not issue you a refund due to their policy unfair/unjustified to forfeit customer subscriptions. The tutor is unavailable and the system does not allow you to request for refund of the unused credits. If the tutor/Preply system doesnt open his/her calendar for scheduling future ******s, then those ******s are forfeit (paid for). I contacted the customer service agent through chat and have screenshots wherein they state they can only refund for the full unused total ******s. In other words, the control of the ******s are all in Preply. It is systematically taking advantage of customers to pay upfront for future obligations,and will not return the unused portion even if their own tutors cxl or reschedule. 01/ 14 I requested to cancel a subscription (8 ******s) that was just renewed same day w/in minutes. Preply stated refund processed for *****. However, Preply also cxled the previous 7 ******s for which I was owed to reschedule due to tutor unavailability. After reporting to the agent named ***, all ******s current/planned cleared the entire screen as if no credit balance of hours were ever owed. shown attached (Before /After). Another feature in Preply customers will not understand the impact of autoconfirmation.Clients are expected to "confirm" the ****** after completion. If it hasn't taken place, the ****** is 'autoconfirmed" by Preply.Meaning if the ****** didnt happen, Preply claims it did and cannot refund you. ie paid 10 ******s, if the tutor cxled his ******, the customer gets a credit balance and if not rescheduled, is forfeited.for this, the customer cannot appeal for refund b/c ********************** says the balance was used.This predatory, common theme of unfair practices by Preply seeks advantage from unknowing customers.Thank you

  Customer Answer

  Date: 01/23/2025

  I have not heard from the business in response to my complaint.

• Initial Complaint

  Date:12/18/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Preply is a platform for tutoring- you pay for ******s with a tutor through them. They have a subscription based model now where you are forced to "subscribe" to a minimum number of ******s per month in order to continue with your tutor, you cant do one off ******s. (at least last I checked.) I subscribed to 1 ****** per month with my tutor but have been unable to meet with her for months as our schedules completely dont align based on time differences. Preply just informed me that if you do not schedule your ****** with your tutor in 28 days, that ****** EXPIRES. Meaning Preply keeps your monthly subscription which you are getting 100% zero return from as its a service based company, and no service is being rendered. They arent SaaS, providing something that you pay for access too even if you dont use it, you are paying for the ******s you receive. If I dont receive a ******, how is it at all legal that the money ive paid them doesnt become a balance in my account that I can transfer to new ******s? When I requested a refund they "restored some old ******s which had expired. This seems highly predatory to me and should not be allowed. There should be no such thing as a ******, or your balance that you pay Preply for NOTHING if no ****** is taken, "expiring."

• Initial Complaint

  Date:12/17/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Preply is a website for online tutoring service, which allows you to subscribe for regular classes. I cancelled the classes for June, July and first 3 weeks of August. They system kept deducting money from my account, which is $50/month for math, $71.4 for Music, $176.4 for Chinese, so $300 per month, but I had no class for June and July and the first 3 week in Aug. The system didn't let me use the unused but paid classes once I come back in Aug, and keep deducting money from my account. I have around $800 worth of payment end up disappeared. I didn't used this $800 payment on any of the classes, and according to the tutor payment information, the tutors are not paid either since they didn't provide any service. The only way I can contact them is by online chat and the service *** named *******, keep telling me they expired and I can't get any refund or credit. And no warning or guidance was given with such big amount expiring. The reference ******* was used was dated on Nov. 2024: ******************************************************************************. So they refused my payment based on a term they updated in Nov. 2024 which is serveral months after the problematic payments. No explanation on where the money went, since the tutors are not get paid or I got refund. I requested several times to escalate my case to the manager and got refused every time. So I have no one to go to solve this issue now.

• Initial Complaint

  Date:11/12/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 entered into a subscription for tutoring service with Preply. The tutor I have selected suddenly said she can no long tutor without any advance notice. Preply has taken out payment and when I am trying to contact the The business all I received is responses from my, but I am unable to get a response from anyone to determine how to get a refund. Now the have completely away my Payment Meaning I dont even have a credits on you Account, Anymore

  Customer Answer

  Date: 11/23/2024

  I have not heard from the business in response to my complaint.

• Initial Complaint

  Date:11/12/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  date of issue 6th nov 2024 preply provides tutors for students to learn i paid for a ******, the tutor did not show up. preply says the ****** was captured on video. it cannot have been i wanted a refund they did not return it.

• Initial Complaint

  Date:10/09/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Preply falsely advertises free trials and then takes credits from your account to pay for them. Their customer service is non-existent.

• Initial Complaint

  Date:10/05/2024

  Type:Order Issues
  Status:

  UnansweredMore 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.

  Date of transaction: 09/24-10/24 I had found this site and signed up for lessons from their foreign language tutors. Due to unforeseen circumstances - I am having difficulty scheduling these lessons (i.e. tutor availability changing, recovery from hurricane, illness).Today I requested assistance in transferring lessons from one tutor to one with better availability.Via: Contact Us text help line Conversation (me) : So just to verify (sorry!! No morning coffee yet), I can unsubscribe to both tutors. Once that is done, I then have lessons from those tutors banked and can use with another tutor when ready?Preply Representative: That is correct, yes.(Me - after trying several times): Hello - I am trying to transfer my seven classes of ***** to Ngeh. Its stating transfer is not completed. This has happened prior with another experience and I was told to wait until next month and that I went over the limit. It should not be giving me any issue, so I am confused why it is? October is a new month (and nothing is in writing anywhere on the site?), and I was told I could above? Unless I pay a difference in cost, it wont allow the transfer.(Preppy): I believe you have indeed reached the limit of transfer, in thise case you need to wait a couple of days before trying ******** balance is 36.5 hours. They are effectively informing me (as I was also told last week to watch a few more days) that this balance will be unavailable until the subscription runs out as somehow I reached the limit of transfer - LAST MONTH. I spoke with both two other **** regarding this last week. They also told me to wait a few more days ... a WEEK ago. How many days are "a few days/a couple of days?" *Because it's been over a week.* It is now the first week in October. There is nothing written as well regarding this policy, FTR.I will then lose this money, as preply will cancel any unused lessons. There is no written policy wide regarding any of this on their site.

• Initial Complaint

  Date:08/10/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 started using Preply last week. I booked a trial ****** with a ***** and after the first ******, she recommend I book three ******s a week to become proficient for travel. I followed her suggestion and after my next ****** with her, I felt like she wasnt going to be a good fit for me. I contacted customer service to try and help me find another *****. They sent me instructions to transfer for my $350 subscription to another *****. I followed their step by step instructions and was not able to complete the task because the options were not available on my side of the app. I explained that to the customer service representative and he told me to take screenshots and send it to him. At this point I was spending over an hour going back and forth trying to resolve this. I asked if he could help me and make the subscription change for me. He told me he is unable to access that feature and I would have to do it myself. I find it very hard to believe that a customer has more access capability in an app than an employee does. After trying, repeatedly, to fix this problem on my own with only prefabricated messages from the customer service representative, I asked him to just cancel my membership and give me a refund. When you book your first ***** they offer a 100% refund guarantee. What they dont tell you is you cant actually get a refund if you use any of your *****ing sessions. How can you determine if you want a refund if you cant use their service? He refused the refund stating that I am not eligible since I used 1 of my 12 ******s that I paid $350 for. I asked to be transferred to a supervisor over 24 hours ago and he has since stopped responding. Our chat is still active and since it is still active without him responding I am unable to even access another chat representative. This is, without a doubt, the worst customer service I have ever received. Im at the point where I will have to dispute the payment with my bank in order to get the money refunded to me.

• Initial Complaint

  Date:06/19/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Dates in question involve a series of transactions in june. First following the initial meeting with tutor. All ******s were cancelled i spoke with customer service and they were to provide me a free trial ****** with new tutor, yet they still charged me for trial ******. Following trial ****** with new tutor. ***** failed to show up to two ******s in a row but only one ****** was allowed to be rescheduled. **************** claims that i indicated that ****** was complete yet reported that tutor was absent. Since both these statements can not be true it and the system does not allow you to report that tutor was absent without reporting an issue with ****** clearly the customer service personnel must be wrong i request a complete refund of all monies paid to company as reimbursement for the issues arising from their tutors and customer service personnel

• Initial Complaint

  Date:05/26/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  1. Initial Trial and Subscription: - On April 29, 2024, my son participated in a trial class with tutor **************** at 4:30 p.m. The class went well, and we subscribed on May 1 2024 to weekly classes at the same time starting May 16, 2024. We paid US$100.00 for a total of four tuition classes.2. Unauthorised Rescheduling: - The first class was set for May 16, 2024. However, on the day of the class, the tutor rescheduled the session without our consent to a time past my sons bedtime. This rescheduling was inconvenient as it conflicted with my son's available schedule and was done without our consent. The tutor went ahead and billed us for the class.3. Tutor No-Show and Unauthorized Charges: - The following week, the tutor did not show up for the scheduled class, yet Preply charged us for the class.4. Preply's Response: - Upon contacting Preply, they refused to refund the two missed classes and only offered credits for two future classes. I rejected this offer and demanded a full refund, which they refused.