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:11/14/2024

  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.

  Transactions occured November 9, 2024 and November 13, 2024. Tutors.com charged me twice when my chosen budget was once a month. Unauthorized charge.When I attempted to remove my credit card from their automatic billing on their web page, the option to "delete credit card" was removed. The only otpion was to "edit" or "add" a credit card. When I attempted to "edit" a credit card to remove it, I was UNABLE to edit the credit card so I did not know which account they were billing; this would have allowed me to contact the credit card company.I have attempted to locate the credit card company they are billing, however, they only show the last 4 numbers of my credit card and those numbers doen't represent ANY of my credit cards. I think they changed the last 4 numbers which makes it impossible for me to contact the correct credit card company. I have been monitoring my credit card statements and am unable to locate how they are charging **** have no recourse to stop tutors.com from continuing to bill me.The customer leads they keep charging me are scammers. The phone numbers provided to me are not real people. I have called the phone numbers and NO ONE ever answers. There is always a computer generated voice mail when I call.

  Business Response

  Date: 11/24/2024

  Thank you for reaching out to share your concerns through Better Business Bureau. We understand how frustrating this situation has been, and were here to address your points and provide clarity.
  
  Firstly, regarding the charges on November 9 and November 13, 2024, wed like to clarify that the budget you set on our platform determines the total amount spent on leads but does not limit charges to a once-a-month frequency. The two leads you received were processed within the budget parameters set on your account at the time you received them.
  
  We also want to assure you that the charges have already been refunded to your original payment method as of November 13, 2024. Refunds typically take ****************************** your account, depending on your bank's processing times.
  
  Regarding the difficulty in removing your credit card details, our platform no longer supports this feature due to misuse by certain accounts. However, we have escalated your request to remove your card to the appropriate team, and they are addressing it. Meanwhile, please note that you have the option to stop Targeting on your account. Once Targeting is turned off, youll only be charged for leads you manually approve, giving you more control over billing.
  
  For the leads you mentioned that seem to be invalid, we encourage you to use our reporting process to flag any concerns. We take these reports seriously to ensure the platform is used as intended and to maintain its integrity.
  
  Lastly, while we currently do not have a support phone number, you can always reach us via email at ****************** for assistance. Were committed to helping resolve your concerns.
  
  If theres anything else youd like us to address or clarify, please dont hesitate to reach out to us via email. Were here to help and ensure your experience improves moving forward.
  
  Thank you for bringing this to our attention, and we appreciate your patience and understanding.
  
  Best regards,
  Tutors.com

• Initial Complaint

  Date:09/27/2024

  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.

  Subject: Urgent Follow-Up on Unauthorized Withdrawals and Lack of Parental Authorization I am following up on the urgent matter regarding the unauthorized withdrawals from my sons account. My child, who is a minor, attempted to sign up as a tutor on tutors.com TX ****** , probably like some of his peers. However, he was unaware that $21.31 would be withdrawn from his account each time he received a contact. At no point was he asked for proof of ID, age, or parental authorization.This resulted in several withdrawals from his account, including two charges of $21.31 on the 25th of September. The process seems to be ongoing, depleting his savings, which we only realized after his account had no remaining funds. Immediately upon discovering this, we contacted Tutors.com to stop his account, and teh bank and we froze his card although tutors.com acknowledged receipt of our request, no action was taken:In fact, my child continues to receive further contact inquiries, which resulted in additional charges of $21.31 for each new contact. We were completely unaware that such a professional platform allows minors to engage in these kinds of transactions without any form of verification or parental oversight. He has since tried to disable the system but has been unsuccessful. As a side note, my child is protected by privacy rights for minors.This practice should not be allowed, and I expect immediate action to close my child's accounts immediately, stop these withdrawals, and refund the unauthorized current charges or any charges that tutors.com may have tried to withdraw as we froze my child's card.. Thank you for your prompt attention to this serious matter.Sincerely, PS: Attached is an example of what was received and charged. Endless loop

• Initial Complaint

  Date:07/24/2024

  Type:Product Issues
  Status:

  ResolvedMore 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. I have requested refunds from three Direct Leads that Tutors.com charged me for. The leads names, along with the fee charged and date are: *** ********* ($36.41, 6/25/2024); ****** ***** (7/3/2024, $36.41); ********* ****** (7/11/2024, $36.41). In the past, the company (tutors.com) has been very good about promptly refunding lead fees if they do not reply to my initial message to them, so I don't understand why I am getting no response now. I used the provided method of requesting a refund for each lead separately. There seems to be no way whatsoever of contacting the company in any other way.2. Unrelated to the above, one customer from ********************** (***** *********) wrote a review for me, along with a 5-star rating, but it has not yet appeared on my profile, even though it was submitted by her 1-2 weeks ago. Why not?

  Business Response

  Date: 09/30/2024

  Thank you for reaching out via Better Business Bureau. We understand the importance of ensuring your account is properly managed and your feedback addressed in a timely manner.
  
  Regarding the lead refunds you mentioned (*** *********, ****** *****, and ********* ******), we have reviewed your requests and confirmed that credits for these lead charges were successfully applied to your account. As communicated previously via email, the credits have been reflected, and you confirmed receipt. If you need further clarification or have any questions about these credits, please don't hesitate to reach out.
  
  Concerning the review from ***** *********, we completely understand the value of showcasing positive feedback. Unfortunately, we have not received the review she submitted. As previously advised, it may be best to ask ***** to resend the review again, and we would be happy to add it to your profile once received.
  
  We apologize for any inconvenience caused and appreciate your continued patience and understanding. If there is anything else we can assist with, please feel free to reach out to us via email ****************************.
  
  Thank you again for bringing this to our attention.
  
  Best regards,

  Customer Support Team

  Customer Answer

  Date: 10/01/2024

  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.
  
  Regards,
  
  *** *******

• Initial Complaint

  Date:02/07/2024

  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.

  Tutors.com provided me a lead for $19.03. The lead paid with a fraudulent check for $950, which my bank charged me a fee for depositing. Tutors.com did not refund my fee, but instead issued an in-house credit.Today, a week later, the fraudulent lead is still contacting me asking for the deposit receipt, clearly indicating that Tutors.com has not closed the account or otherwise contacted their fraudulent customer. Thankfully, I didn't spend any of the deposit before it was discioved to be fraudulent.

• Initial Complaint

  Date:03/06/2023

  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.

  this website is ridiculous, they ripoff people on getting leads with annoying offers which i dont need or want. They avoid refunding u. start giving customers refund or ill be getting a fairstrike action law suit! The old way was better! You just add need for greed ok?

  Business Response

  Date: 03/13/2023

  Hello ******,
  
  Thank you for contacting us. We will also be following up with you via our support desk today as well.

  Our system has a built in report option so that you can actively report leads to request a refund for those leads. This is what our support team point out when you sent in your request for a refund on a specific lead. So far we have received several reports from you and we have issued 4 refund to you in the past 2 weeks.

  As stated in our refund policy article, these refunds are issued back to your account balance, which is used to pay for future leads you are interested in. I've attached a screenshot from your account showing your current balance for your convenience.

  If you have more questions, please let our support team know. We want you to be success on our platform and weare happy to help.

   

   

   

  Customer Answer

  Date: 03/13/2023

  Complaint: 19541510
  
  I am rejecting this response because: i have had no support answer me period. This is while i have had to file disputes with my bank. no refunds have been given. your company is involved in false advertising!
  
  Regards,
  
  *************************************

  Business Response

  Date: 03/13/2023

  I've attached screenshots of our responses, your account balance, and a list of quotes where you were refunded for in the past two weeks. You can also see this inside your account. These refunds are why you have a $56 balance in your account.
  
  If something is unclear, please let our support team know. We are happy to assist.

   

   

  Customer Answer

  Date: 03/13/2023

  Complaint: 19541510
  
  I am rejecting this response because: your new is terrible! You will lose business, i see the balance. There is one quote is which is not refunded. 
  
  Regards,
  
  *************************************

• Initial Complaint

  Date:01/24/2023

  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 made an account on tutors.com looking to make some money while on break from my college. When I made the account I learned that the only was to reach out to potential customers was by using "credits". Credits cost money to purchase, the cheapest package being $35 I believe. I made this initial purchase for two reasons: I thought it could lead to a nice job opportunity for me, and if it didn't work out, they have a "Get Hired Guarantee" that says that if you use up all the credits without a hire, you will be given a new set of credits and that tutors.com will "recoup your initial investment". (I apologize for the short quote and not the full quote, Tutors.com has suspiciously removed the webpage outlining the Get Hired Guarantee from their support page.) After considering the price of the credits and the Get Hired Guarantee I decided to purchase the credits and thought that worst case scenario, I can simply get my money back. However, once I bought the credits and went to look for potential clients, I was surprised to only see a handful. I had thought that with such an impressive guarantee, that this website would have tons of listings of clients looking for work, but the way that it works is every few days you might get one or two. Not to be dissuaded, I carried on for a few weeks, messaging every client that appeared on my screen, yet I was without an actual hire. It was at this point that I realized I had almost ran out of credits and since the number of credits I had left (4 credits) wasn't divisible by the standard credit cost per contacting a client (3 credits), I reached out to the customer support because I didn't want to be stuck with 1 credit. Much to my dismay, they said they don't do refunds (seemingly contradicting their own guarantee) and gave me some very patronizing advice that I should add pictures and reviews from my website of my business. I do not have a business, I am just a guy looking for his money back from this corporate ***** of a company.

  Business Response

  Date: 01/25/2023

  Hi *******,
  
  Thanks for reaching out to us here.
  
  You are correct in your description of our "Get Hired Guarantee". It is not a guarantee refund, but instead we will provide you with more credits and work with you to ensure you don't pay again until you've gotten your first hire. The link you are looking for is here: *******************************************************************
  
  "Get Hired Guarantee - if you do not get at least 1 new hire from your first pack of credits, we will set you up to quote for free until you do get hired and recoup your initial investment."
  
  I've reviewed the situation and honoring our Get Hired Guarantee is precisely what our support team did for you. That conversation is attached for your convenience. I do see that we also provided some additional guidance on things you could do to give yourself the best chance at succeeding through Tutors.com.

  Our feedback was only aimed to give you guidance on how to make the most of your quotes and to get you that first hire. I am sorry you felt patronized by the information in the screenshot attached. It was certainly not our team members intent.

  As of now, you still have your balance from our Get Hired Guarantee and we are still open to helping you get new students.

  Best,

  ****