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Course Hero, Inc.

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Reviews Course Hero, Inc.

Course Hero, Inc. Reviews (159)

Here is a copy of the email I sent to Course Hero following yet another poor experience with one of their customer service agents:
Given my experience with your customer service representatives in the past, and today, I completely expect this message to fall on deaf ears Which is unfortunate, given your service provides substantial value to the educational community At any rate, below is the transcript from my conversation with your online chat rep, *** To set up this conversation, my situation was that for the 3rd time, my subscription auto-renewed when I did not want it to do so Each time I come back as a customer, I pay for a subscription and am forced into turning on this auto-renew feature Well, I forget to turn it off each time (because months pass) and then have to deal with members of your unpleasant staff to have my refund processed If you are going to be require auto-renew be turned off, make it easy to refund the service if it doesn't get turned off Otherwise, it is perceived as a sham
Side note: I emailed *** and *** and waited business day regarding this issue with no response
Anyway, not only am I auto-renew enabled against my will, but the setting is relatively difficult to find under the account settings While "***" disagrees, I am the customer and I say that it is not easy enough If you have anyone in leadership that understands business administration and marketing, you should understand the problem This sends out a vibe of unethical behavior, whether it is intended or not In addition to me, I have personal friends who have had this same problem, as well as others on websites providing negative reviews of your company (see below links)
*** *** *** *** ***
Whether or not you care about my complaint or not is your business, but for some reason today I found it prudent to share my thoughts I will be further investing substantial time in sharing my thoughts and experiences with your company's unfortunate touch points wherever relevant on the web
The below thread exudes customer service to which I have become so accustomed when dealing with your company I love how she "hangs up" on me at the end of the conversationI know that she can see the "the other person is typing a message" indicator on her end I had planned on asking if I could just keep my account paused for the time being, cancel the refund, and use the service when my next semester starts But she found it necessary to terminate the conversation I will not be a customer - ever again
***: Hello, my name is ***I will be assisting you
Me: Hi, I am ***
***: Can you please provide me with your registered email address?
Me: ***@gmail
***: We do not provide refunds for the recurring charges however after reviewing your account I see that the subscription has not been used since the renewal dateAs a one time courtesy, I have reversed those chargesPlease note that in the future we would not be able to make any other exceptions since we have issued you a refund twice already
You will be required to cancel prior to the renewal date
Me: I appreciate the refund, but I am really discouraged that this keeps happeningI do not want the auto-renew to ever turn onHowever, each time I come back as a customer, it re-enables
***: All of Course Heroes memberships are based on a recurring one
Me: When I pay for the service, I only want it for the time specifiedNot only is it difficult to remember to turn it off, but it also is buried rather deep within the account settings and not easy to disableIt is frustrating and unethical
***: You can cancel your recurring payment through the account settings at anytime
We remind you that the services provided are recurring on the signup page as well as in the welcoming email
This information is not hidden on our website anywhere
Me: I never said "hidden"I said buried rather deep
You can argue with me, the customer, all you wantThe fact of the matter is this keeps happening to me, and othersThere are comments from other customers who have repeatedly experienced the same problem
***: No at all it is in regular print on the welcoming email
Me: AlrightFinePlease just process the refundThank you
***: The refund has been processed, in the future we highly recommend reviewing the terms of service prior to making any purchasesAs a consumer it is your responsibility to review the information prior to purchasing
The refund will take 2-business days
Have a great day
Thank you for contacting us
Chat session disconnected

opened account yesterday,did not get the help I needed ,Have tried to stop recurring payments on the same day.After watching tutorials it says that I was suppose to answer a survey and get a conformation number .or the account was not stopped.Sent two emails and they were sent back to my in box from Course Herokeep the first month payment as a lesson learned not to use Course Hero and do not send recurring payments to my credit card

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Hi ***Thank you for your email.Course Hero is dedicated to respecting and protecting copyrighted material, and it is our policy to promptly respond to clear notices of alleged copyright infringement.Here at Course Hero, we believe that knowledge sharing improves everyone's educational
experience and empowers students and educators to achieve their academic goals while also upholding academic integrityTherefore, we do not want unauthorized content on our site, and Course Hero's Terms of Use explicitly state that users may only upload content that they have the right to upload.We expect our students and educators to abide by the Terms of Use and Honor Code, but Course Hero neither controls its users nor the content they upload, and sometimes there are users who upload things they shouldn'tIf that has happened, we want to work with you to take action.Course Hero complies with the Digital Millennium Copyright Act (""DMCA""), U.S.C512, et seqWe rely on our users to flag any alleged copyright infringement so that we may promptly investigate the incident, protect copyrighted work, and ensure compliance with the DMCA.You can visit *** to begin the official takedown process for your copyrighted material, or reply to this email and provide a DMCA-compliant written communication that sets forth the items specified below. Pursuant to Section 512(c)(3) of the Digital Millennium Copyright Act, please include all of the following (including section numbers can be helpful to keep track):Please identify the copyrighted work or list of works claimed to have been infringed(U.S.C512(c)(3)(A)(ii))Please provide us with the specific identification and location of the copyrighted work, including its URL on Course HeroWe need to make sure we accurately locate the material you cited in Part U.S.C512(c)(3)(A)(iii))Please provide us with your contact information (name, address, phone number, and email address)We need to make sure we can get in touch with you throughout the process to ensure that your claim is sufficiently addressed(U.S.C512(c)(3)(A)(iv))Please provide a statement that you have a good faith belief that use of the material in the manner complained of is not authorized by the copyright owner, its agent, or the lawWe need this statement and the following two items to help protect against the possibility of erroneous or mistaken notifications(U.S.C512(c)(3)(A)(v))Please provide a statement that the information in your letter is accurate, and, under penalty of perjury, that you are the owner of the exclusive right to the identified work, or that you are authorized to act on behalf of the owner of the exclusive right to the identified work(U.S.C512(c)(3)(A)(vi))Please provide a physical or electronic signature of the copyright owner or a person authorized to act on behalf of the owner of an exclusive right that is allegedly infringedIn some instances, this may be you(U.S.C512(c)(3)(A)(i))When a copyright owner provides Course Hero with a DMCA-compliant notification, Course Hero acts expeditiously to remove the challenged material from the siteCourse Hero also terminates the accounts of any users who repeatedly post others' work to the site without permission. Upon receipt of your official notice, Course Hero will remove the challenged content.Thanks for contacting usPlease let us know if you have any questions by emailing ***.Sincerely,Course Hero Customer Support

Initial Business Response /* (1000, 5, 2014/05/27) */
Course Hero offers an array of learning resources including customizable Flashcards and quizzes, online access to expert tutors, video lectures and a database of user-submitted study materialsWe make it very clear on the payment
registration page, Terms of Use page and FAQ page that the 1-month, 3-month and 12-month subscriptions are billed in advance
*** *** subscribed to 1-year program ($95.40) on 05/18/The user contacted us on 05/18/requesting we cancel the membership after using the servicesDue to the activity within the account, we were unable to provide the cardholder with a full refundWe have user logs (see below) that prove that this individual has viewed documents and downloaded documents after upgrading to our premier membership
As stated on the sipage as well as in our Terms of Service, it is Course Hero's policy that multi-month subscriptions are charged fully in advanceThe monthly breakdown cost for the 1-year plan is $per monthusers receive the discounted rate by selecting the longer plan which is billed in a single upfront installment of $for the entire year
We informed the user of the Terms of Service (as stated on the Sipage) and that due to the activity on the account we would not be able to provide a full refundOn 05/18/we downgraded her membership to a 1- month membership at a rate of $and we issued a partial refund in the amount of $
Viewed Documents (File Name Day & Time)
XXXXXXX May 19, // 1:59:32PM
= ==================
XXXXXXX May 18, // 8:29:35PM
XXXXXXX May 18, // 8:29:24PM
XXXXXXX May 18, // 8:29:13PM
XXXXXXX May 18, // 8:28:56PM
XXXXXXX May 18, // 1:19:22PM
XXXXXXX May 18, // 1:16:43PM
XXXXXXX May 18, // 1:16:18PM
XXXXXXX May 18, // 1:14:23PM
XXXXXXX May 18, // 1:13:30PM
XXXXXXX May 18, // 1:12:42PM
XXXXXXX May 18, // 1:11:55PM
XXXXXXX May 18, // 1:02:48PM
XXXXXXX May 18, // 12:59:28PM
XXXXXXX May 18, // 12:55:29PM
XXXXXXX May 18, // 12:53:31PM
XXXXXXX May 18, // 12:50:33PM
XXXXXXX May 18, // 11:43:06AM
Downloaded Documents (File Name Day & Time)
*** - May 18, // 1:15PM
*** - May 18, // 1:14PM
*** - May 18, // 1:13PM
*** - May 18, // 12:59PM
*** - May 18, // 12:57PM
*** - May 18, // 12:54PM
*** - May 18, // 12:51PM
*** - May 18, // 12:40PM
The Terms of Service can be accessed at http://www.coursehero.com/Terms_of_Use.php and FAQ page at http://***

Course hero are stealing from their tutors by closed their accounts irregularlyThe accounts are closed with the accumulated tutors' earnings

Hi ***, We reviewed your history with our support team. Would you mind forwarding a screenshot of your bank statement showing the charge posted to ***? We'd be more than happy to look into this again to confirm the actual charge amount. We look forward to hearing back from you.Customer Support

Initial Business Response /* (1000, 5, 2014/08/06) */
Per our Terms of Use, all subscription packages are renewed and charged automatically for successive periods until the User discontinuesUsers can terminate the recurring subscription at any time by logging into the account and click on
the account settings button on the DashboardWe provide a recurring cancellation button under the 'Change Membership' section of the account settings pagePlease see the Terms of Use at ***
If a premier user is not planning on using our services at any time, we provide the option for users to pause their membershipsJust access the account settings and click on the 'Pause' button to place a hold on unused premier membership daysUsers can then resume the membership at any time for the next school session
We responded to *** email on 07/20/and provided a full refund for the recurring charge which occurred on 07/19/The account has been closed and refunded as requested
Please feel free to let us know if there's any additional questions about the account at ***@coursehero.comThank you

Dear ***,
I am sorry to hear that you did not have a positive experience with Course Hero
Our mission at Course Hero is to work together with students and educators to build the biggest and best digital library of course-specific questions and answers to help our users master their classes
According to our records, I see that you contacted us on August and September to inquire about how our document upload process worked and also to change some of your personal contact informationIt is true that documents cannot be “switched” when they were already uploaded for free access
In regards to your Premier membership, we typically do not honor refunds once unlocks or tutor credits have been used, but as a one-time courtesy I would be happy to issue you a full refund for the last transactionA refund in the amount of $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
Your financial institution will now be able to credit the amount above, which can take up to 2-business days for them to processIf you do not receive the refund within business days, please let us know
Also, please note that you do not need to have a paid Premier membership to upload documents to the marketplaceYour account will now revert to a free Basic membership and you can still upload documents for unlocks, upload documents for money, rate and review your unlocked content, give advice on a school course, and refer your friends
If you would like to speak with a live representative, you can call us at 888-*** from 7:00AM-4:00PM PST
Thank you and hope to hear back from you soon!
Course Hero Customer Support

Complaint: ***
I am rejecting this response because:The charge did go through with my bankYou have my moneyI did not receive what was paid for
Sincerely,
*** ***

Hello,
Kindly see the message that was sent below:
Hello,Thanks so much for reaching outCourse Hero is a platform for students and educators to share and access course-specific study resources with the intent to help students study efficiently and learn deeply while
upholding academic integrityWe do not want unauthorized content on our site, and Course Hero’s Terms of Use explicitly state that users may only upload content that they have the right to upload.If you've located and identified your copyrighted content on the site, please visit and complete the Copyright Notification formOnce we receive your official request, we'll expeditiously remove the challenged content.If you have any further questions, please do not hesitate to let us know! You may reach out to our Compliance team at***@coursehero.com.All the best,

Initial Business Response /* (1000, 8, 2015/04/14) */
Hello,
We would be more than happy to assist with this accountWe do apologize for any confusion or misunderstanding about our membershipsPlease contact ***@coursehero.com with the first and last name on the account or the email
address tied to the account so we can further review this request
Sincerely,
Course Hero Customer Support
Initial Consumer Rebuttal /* (3000, 10, 2015/04/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I called for support with my account a second time was again advised that a refund could not be processed for the amount billedThis has become extremely frustrating

Initial Business Response /* (1000, 5, 2015/09/21) */
Hello,
Our records indicate the subscription was cancelled on 9/11/and a refund was issued as a courtesy since there was no activity since the renewalWe have sent a confirmation email of this refund on 9/21/
Please let us
know if there any further questions
Sincerely,
Customer Support
Initial Consumer Rebuttal /* (2000, 7, 2015/09/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
It's what I asked for which was a refund

Complaint: ***
I am rejecting this response because: I work all day with only a minute lunch and not able to go to my bank and have a phone call with anyoneWhen I leave work at my bank is already closedI have very limited time off since I work in manufacturing and they will not allow me much time off. My bank has specifically stated that the refund went in first and then my bank card was debited for the moneyPer the bank that is theft out of my account.
Sincerely,
*** ***

Hello,
We have already provided a full refund to the user
and emailed the following on March 31st:
Hi ***,My name is *** and I'm one of the Escalation Managers at Course Hero*** brought your ticket to my attention.I just wanted to recap the qualifications for the Better Grades Guarantee, so we'll be on the same pageIn order to qualify, you must:
Have within the last months unlocked at least six (6) study resources OR asking at least three (3) questions of our tutors
Request your refund within six (6) months after the date of first registering as a paying subscriber of Course Hero
Have a GPA that did not increase as compared to the prior academic term
Based on the terms associated with our Better Grades Guarantee, you would not qualify for a refund because it has been more than months after the date of first registering as a paying subscriber. That said, as an one-time courtesy I am authorizing an exception to our policy for you and am issuing you a refund for the remaining balance of $59.85 (you had originally paid for the Yearly subscription for $119.40, but you had received a partial refund of $on September 5, when the account was downgraded to the Quarterly description, so that is why the remaining balance being refunded is $59.85).The $USD will be issued to your original payment method and I have also confirmed your 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 2-business days for them to processIf you do not receive the refund within business days, please let us know.Your account will now revert to a free Basic membership and you can still upload documents for unlocks, upload documents for money, rate and review your unlocked content, give advice on a school course, and to refer your friends.Please let me know if you have any further questions,
***

Hello,
The vendor has completed this complaint and satisfied my needs How do I close it?

Revdex.com:I have reviewed the response made by the business in reference to complaint ID***, and find that this resolution is satisfactory to meSincerely, *** ***

Initial Business Response /* (1000, 5, 2015/05/28) */
Course Hero provides online study resources that supplement college courses and help students study more effectivelyCourse Hero provides an open platform where students and teachers of all ages can share and access high quality learning
resources regarding a wide variety of subjects
We make it very clear on the payment registration page that the 1-month, 3-month and 12-month subscriptions are billed in advance
*** *** subscribed to 1-year program ($119.40) on 04/18/The cardholder contacted us on both 4/and 5/where we offered to change the membership type to our month membership at $Our records show the individual agreed and requested this downgrade on 5/18/A partial refund of $was processed on 5/18/which takes 2-business days to processDue to the activity, we were unable to provide the cardholder with a full refundWe have user logs (see below) that prove that this individual has downloaded document after upgrading to our premier membership
Downloaded Documents (File Name Day & Time):
XXXXXXX - Apr 18, // 2:09PM - Link to question
As stated within our Terms of Service, Course Hero's policy is that we only consider issuing refunds when the user has not viewed/downloaded any Course Hero documentsWe do this for a number of reasons not least of which is to treat all of our users equitably

Initial Business Response /* (1000, 5, 2015/03/17) */
Course Hero provides online study resources that supplement college courses and help students study more effectivelyCourse Hero provides an open platform where students and teachers of all ages can share and access high quality learning
resources regarding a wide variety of subjects
Course Hero offers an array of learning resources including customizable Flashcards and quizzes, online access to expert tutors, video lectures and a database of user-submitted study materials
We make it very clear on the payment registration page that the 1-month, 3-month and 12-month subscriptions are billed in advance
XXXXXXXX XXXXXXXXXXXXXX subscribed to a 3-month program ($59.85) on 2/22/We did not receive any cancellation via email or our Customer Service line from the cardholder prior to the user disputing the chargeWe have user logs (see below) that prove that this individual has downloaded document after logging into the paid premier account
Downloaded Documents (File Name Day & Time):
XXXXXXX - Feb 22, // 4:54PM
As stated within our Terms of Service, Course Hero's policy is that we only consider issuing refunds when the user has not viewed/downloaded any Course Hero documentsWe do this for a number of reasons not least of which is to treat all of our users equitably
Per our refund policy (please see our attached Terms of Use), we do not provide refunds when a user has viewed at least one document
We have received a correspondence from the cardholder bank regarding a dispute for the transactionWe are working with the card holder's bank to get this resolved
Initial Consumer Rebuttal /* (3000, 7, 2015/03/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I paid for this subscription through PayPalAfter several failed attempts to access information through the subscription I requested a refundAfter waiting over hours for a reply I contacted PayPal and requested the payment be stoppedPayPal stated the will not refund my money based on the fact that the item I purchased was a subscription to a web site and not an actual itemPayPal closed the issue and suggested I connect with Course Hero to obtain a refundAt that time I emailed Course Hero and let them know I am not able to access any information and am wanting to cancel my subscriptionThey stated they will not refund due to the fact that I opened a disputeEven with the dispute closed they are not willing to send me a refundThey also disabled my account, so I was paying for a subscription that I was not allowed access toTheir policy states they will refund money when nothing has been accessed, yet they refuse to refund me money when I never accessed anything on their website
Final Business Response /* (4000, 9, 2015/04/03) */
Hello,
After further reviewing this users account, we see that she has already disputed the charge with her credit card company on 2/22/All correspondences regarding a request for a refund must be handled through the financial institution which appears to be Paypal
Sincerely,
Customer Support

Hello ***, Thank you for contacting us with your concernWe checked our records and it appears that your card was not actually chargedWe looked into your inquiry and it seems that our support team confirmed the charge did not process but was in a pending state that did not actually
processAnytime we charge a credit card, a submission to authorize the credit card must be submitted to ensure the funds are availableWe have reviewed your account once again and confirmed the charge did not processWe apologize if there was any confusion with the chargeShould you wish to try to purchase the unlocks again, we'd highly recommend using a different credit card to avoid any recurring pending transactions on the same credit card. Should you have any further questions, please contact us at ***.Sincerely, ***

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Address: 2000 Seaport Blvd Fl 3, Redwood City, California, United States, 94063-5576

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