Course Hero, Inc.

Initial Business Response /* (1000, 5, 2015/12/31) */
Hello ***,
We received your inquiry here on the Revdex.com website but see that a Course Hero Support Team member already resolved your inquiry on 12/17/Should you still have questions, please reply back to the original email sent to Course
Hero SupportIf all is resolved and satisfied, we'd love it if you left a positive review and close this inquiry
Regards,
Course Hero Support
Initial Consumer Rebuttal /* (2000, 7, 2016/01/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Course Hero resolved my complaint entirelyMany thanks to the Revdex.com

Hi ***,We've received your Revdex.com Complaint and were able to locate your account under ***, which was different than the email you provided (***) and also under *** North which we assume is probably a typo. We provided you with a partial refund on October 29, since at that time you intended to sign up for the Monthly membership rather than the Quarterly refund and we were able to assist you since you contacted us via ***However, we were never about the new charge on February 4, and the following recurring charges in March, April, and MayThe attempted charge to your account on May 4, failed so you were never chargedYour account renewed automatically since we never received a cancelation to stop your recurring membership. Our records show we have received a disputed request for a payment from your financial institution on May 28, When a dispute is filed, your financial institution freezes the transaction and we lose all access to it, which means that we are unable to modify it or process any refundsIn addition, we also lose control of the resolution process and are obligated to cooperate with your financial institution's investigation.Your financial institution will notify you of the result and will mention to you that the final outcome will be the final resultPlease contact them with any follquestions.If you have any additional questions or concerns, please let us know by reaching out to *** or responding to the email that we sent to ***. Best,

Initial Business Response /* (1000, 5, 2014/11/25) */
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
XXXXXX XXXX subscribed to 1-month program ($39.95) on 11/16/The cardholder contacted on 11/20/via email requesting to cancel the membershipDue to the activity within the account, we were unable to provide the cardholder with a refundWe have user logs (see below) that prove that this individual has viewed documents and downloaded documents after upgrading to our premier membershipThe user downloaded a document which included a practice quiz with answersThe reason why we do not provide refunds is because once the user gains access to the information, we do not have control over how the information is used
Viewed Documents (File Name Day & Time):
XXXXXXX Nov 21, // 7:07:01AM
Downloaded Documents (File Name Day & Time):
XXXXXXX - Nov 16, // 3:41PM
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

Initial Business Response /* (1000, 8, 2016/01/04) */
Hello ***,
We apologize for the delayed reply back to this inquiryOur records show that your request for the document removal was already completed by our compliance department on Nov 20, If this is still unresolved, please
let us know via [email protected] so we can further assist you
Regards,
Course Hero Support
Initial Consumer Rebuttal /* (3000, 10, 2016/01/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this because if you search my name withing their websites search bar, the paper still pops up with my name and school name visibleIt needs to be completely removed
Final Business Response /* (4000, 14, 2016/02/02) */
Hello ***,
We apologize for the delay in our responseOur records show that your request for the document removal was already completed by our compliance department on Nov 20, It appears that when you sent this request, the document may have been cached when searching via the web which is a process that can take up to two weeks since it's based on browser cache memoryIf you search the document, please also remember to clear your own internet browser search, you should then see it removed from your search optionsIf you need help clearing your browser cache, please see this link for additional assistance:***
Regards,
Course Hero Support

Initial Business Response /* (1000, 5, 2015/04/03) */
Hello,
We have replied to the user *** *** directlyPlease review and reply back to ***@coursehero.com
Sincerely,
Customer Support

Initial Business Response /* (1000, 5, 2015/12/31) */
Hello ***,
We received your inquiry here on the Revdex.com website but see that a Course Hero Support Team member already resolved your inquiry on 12/17/Should you still have questions, please reply back to the original email sent to
Course Hero SupportIf all is resolved and satisfied, we'd love it if you left a positive review and close this inquiry
Regards,
Course Hero Support
Initial Consumer Rebuttal /* (2000, 7, 2016/01/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Course Hero resolved my complaint entirelyMany thanks to the Revdex.com

Hello,
Thanks for getting in touch with us
I do see that you were billed for they Yearly membership in September for $because the year option was selected at the payment page.
Although it has been over months since that initial charge, since it sounds
like there may have been some confusion on your end when selecting the plan you wanted, as a one-time courtesy I have changed your Annual membership to the Monthly membership. A refund in the amount of $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 stated, which can take up to 3-business days for them to processIf you do not receive the refund within business days, please let us know
If you sign up again for a Premier membership, you can avoid the automatic renewal by following the instructions here. Your account has now reverted to a free basic membership
If you have any further questions, please feel free to reach out to me directly by responding to this email

Initial Business Response /* (1000, 5, 2015/02/09) */
We have already responded to this user via ***@coursehero.com on 2/5/Please have the user contact us directly by replying to the email if any further questions or by calling us at X-XXX-XXX-XXXX if any further questions

On 9/25/I accesed the course hero website for help with a class however the information that they provided me was incorrectI canceled the account within minutes of setting it up but was still charged Attempted to contact the company however all I received was an automated message that office was closed and when I tried to leave message was told that inbox was full and could not accept any more messagesI filed dispute with my credit card company and was set documents that they say I accessed my account the day after it was canceled which I did not doI would not reccommend this business to anymore unless you want to flunk your classes

Initial Business Response /* (1000, 5, 2014/10/09) */
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
XXXXX XXXXX subscribed to 1-month program ($39.95) on 09/08/
We have user logs (see below) that prove that this individual has viewed documents and downloaded documents throughout the duration of the membershipThe cardholder did not cancel the recurring subscription through the account services or by contacting Customer SupportTherefore, the cardholder was charged again on 10/08/The Cardholder contacted us after the membership renewed to request a refundWe advised the user that we require all users to cancel the recurring payment prior to the renewal and no refund was issued
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 their 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 page
Please view the cardholder's activity below:
Viewed Documents (File Name/Date & Time):
XXXXXXX Oct 8, // 4:24:04PM
XXXXXXX Oct 8, // 3:45:53PM
= ==================
XXXXXXX Oct 7, // 8:59:06PM
= ==================
XXXXXXX Oct 5, // 12:33:51PM
= ==================
XXXXXX Oct 4, // 4:22:01PM
= ==================
XXXXXXX Sep 24, // 2:07:40PM
XXXXXXX Sep 24, // 2:04:10PM
= ==================
XXXXXXX Sep 15, // 11:53:46AM
= ==================
XXXXXXX Sep 14, // 10:28:44AM
XXXXXXX Sep 14, // 10:28:25AM
XXXXXXX Sep 14, // 10:28:12AM
XXXXXXX Sep 14, // 10:27:19AM
= ==================
XXXXXXX Sep 10, // 10:57:18PM
= ==================
XXXXXXX Sep 9, // 10:00:43AM
XXXXXXX Sep 9, // 10:00:12AM
XXXXXXX Sep 9, // 9:59:33AM
XXXXXXX Sep 9, // 9:36:05AM
XXXXXXX Sep 9, // 9:34:59AM
XXXXXXX Sep 9, // 9:33:52AM
XXXXXXX Sep 9, // 9:27:55AM
XXXXXXX Sep 9, // 9:25:53AM
XXXXXXX Sep 9, // 9:23:35AM
XXXXXXX Sep 9, // 9:22:58AM
XXXXXXX Sep 9, // 9:22:02AM
XXXXXXX Sep 9, // 9:21:07AM
XXXXXXX Sep 9, // 9:19:31AM
XXXXXXX Sep 9, // 9:17:51AM
= ==================
XXXXXXX Sep 8, // 10:04:03PM
XXXXXXX Sep 8, // 10:03:30PM
XXXXXXX Sep 8, // 10:02:05PM
XXXXXXX Sep 8, // 9:54:20PM
XXXXXXX Sep 8, // 9:53:22PM
XXXXXXX Sep 8, // 9:52:22PM
XXXXXXX Sep 8, // 9:51:39PM
XXXXXXX Sep 8, // 9:51:02PM
XXXXXXX Sep 8, // 9:50:28PM
XXXXXXX Sep 8, // 9:47:41PM
Download Documents (File Name/Date & Time):
XXXXXXX - Sep 14, // 10:28AM
XXXXXXX - Sep 14, // 10:28AM
XXXXXXX - Sep 14, // 10:28AM
XXXXXXX - Sep 14, // 10:27AM
XXXXXXX - Sep 9, // 9:59AM
XXXXXXX - Sep 9, // 9:36AM
XXXXXXX - Sep 9, // 9:27AM
XXXXXXX - Sep 9, // 9:26AM
XXXXXXX - Sep 9, // 9:23AM
XXXXXXX - Sep 9, // 9:23AM
XXXXXXX - Sep 9, // 9:21AM
XXXXXXX - Sep 9, // 9:20AM
XXXXXXX - Sep 9, // 9:17AM
XXXXXXX - Sep 8, // 10:04PM
XXXXXXX - Sep 8, // 10:03PM
XXXXXXX - Sep 8, // 10:02PM
XXXXXXX - Sep 8, // 9:53PM
XXXXXXX - Sep 8, // 9:52PM
XXXXXXX - Sep 8, // 9:51PM
XXXXXXX - Sep 8, // 9:51PM
XXXXXXX - Sep 8, // 9:50PM
XXXXXXX - Sep 8, // 9:49PM
XXXXXXX - Sep 8, // 9:48PM
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
Initial Consumer Rebuttal /* (3000, 7, 2014/10/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't know why you are listed the documents I uploaded and viewed because I am not saying that I do not want to pay for the month I subscribed forI subscribed for September and am okay with the payment I made for SeptemberIt is not right to list the option as a one month subscription and charge me the following month without my consentI received a note from you indicating that it would be automatically renewed and reached out to you at 6:am and was told that was too late because it was renewed during midnight, even though I was unaware it would be renewedI am not asking for a refund for the month I signed up for and usedI want a refund for this month because you renewed my subscription when I did not need itYou advertised the packaged I signed up as month, which is not honest
Final Business Response /* (4000, 9, 2014/10/14) */
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
XXXXXX XXXXX subscribed to 1-month program ($39.95) on 09/08/We do not believe the cardholder contacted us through our customer support line but contacted the bank directly
We have user logs (see below) that prove that this individual has viewed documents and downloaded documents throughout the duration of the membershipThe cardholder did not cancel the recurring subscription through the account services or by contacting Customer SupportTherefore, the cardholder was charged again on 10/08/The user also accessed documents after the account renwed on 10/08/
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 their 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 page
Please view the cardholder's activity below:
Viewed Documents (File Name/Date & Time):
XXXXXXX Oct 8, // 4:24:04PM
XXXXXXX Oct 8, // 3:45:53PM
= ==================
XXXXXXX Oct 7, // 8:59:06PM
= ==================
XXXXXXX Oct 5, // 12:33:51PM
= ==================
XXXXXX Oct 4, // 4:22:01PM
= ==================
XXXXXXX Sep 24, // 2:07:40PM
XXXXXXX Sep 24, // 2:04:10PM
= ==================
XXXXXXX Sep 15, // 11:53:46AM
= ==================
XXXXXXX Sep 14, // 10:28:44AM
XXXXXXX Sep 14, // 10:28:25AM
XXXXXXX Sep 14, // 10:28:12AM
XXXXXXX Sep 14, // 10:27:19AM
= ==================
XXXXXXX Sep 10, // 10:57:18PM
= ==================
XXXXXXX Sep 9, // 10:00:43AM
XXXXXXX Sep 9, // 10:00:12AM
XXXXXXX Sep 9, // 9:59:33AM
XXXXXXX Sep 9, // 9:36:05AM
XXXXXXX Sep 9, // 9:34:59AM
XXXXXXX Sep 9, // 9:33:52AM
XXXXXXX Sep 9, // 9:27:55AM
XXXXXXX Sep 9, // 9:25:53AM
XXXXXXX Sep 9, // 9:23:35AM
XXXXXXX Sep 9, // 9:22:58AM
XXXXXXX Sep 9, // 9:22:02AM
XXXXXXX Sep 9, // 9:21:07AM
XXXXXXX Sep 9, // 9:19:31AM
XXXXXXX Sep 9, // 9:17:51AM
= ==================
XXXXXXX Sep 8, // 10:04:03PM
XXXXXXX Sep 8, // 10:03:30PM
XXXXXXX Sep 8, // 10:02:05PM
XXXXXXX Sep 8, // 9:54:20PM
XXXXXXX Sep 8, // 9:53:22PM
XXXXXXX Sep 8, // 9:52:22PM
XXXXXXX Sep 8, // 9:51:39PM
XXXXXXX Sep 8, // 9:51:02PM
XXXXXXX Sep 8, // 9:50:28PM
XXXXXXX Sep 8, // 9:47:41PM
Download Documents (File Name/Date & Time):
XXXXXXX - Sep 14, // 10:28AM
XXXXXXX - Sep 14, // 10:28AM
XXXXXXX - Sep 14, // 10:28AM
XXXXXXX - Sep 14, // 10:27AM
XXXXXXX - Sep 9, // 9:59AM
XXXXXXX - Sep 9, // 9:36AM
XXXXXXX - Sep 9, // 9:27AM
XXXXXXX - Sep 9, // 9:26AM
XXXXXXX - Sep 9, // 9:23AM
XXXXXXX - Sep 9, // 9:23AM
XXXXXXX - Sep 9, // 9:21AM
XXXXXXX - Sep 9, // 9:20AM
XXXXXXX - Sep 9, // 9:17AM
XXXXXXX - Sep 8, // 10:04PM
XXXXXXX - Sep 8, // 10:03PM
XXXXXXX - Sep 8, // 10:02PM
XXXXXXX - Sep 8, // 9:53PM
XXXXXXX - Sep 8, // 9:52PM
XXXXXXX - Sep 8, // 9:51PM
XXXXXXX - Sep 8, // 9:51PM
XXXXXXX - Sep 8, // 9:50PM
XXXXXXX - Sep 8, // 9:49PM
XXXXXXX - Sep 8, // 9:48PM
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 are happy to review the account with the customer again, Please give us a call at XXX-XXX-XXXX
Final Consumer Response /* (4200, 11, 2014/10/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have not viewed or downloaded any files for the month in questionIn fact, I reached out to you at 6:am that morning because I received a notification of the extension in membership, which I did not sign up forI was informed that 6:am was too late because it was renewed on 12am that same dayPlease stop playing games with me and just give me my money backStop advertising this membership as a month because that is advertising

Initial Business Response /* (1000, 5, 2014/10/23) */
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
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 their 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 page
The user contacted us on 10/21/We informed the user that memberships renew and non-refundable once the charge is processedWe offered as a courtesy to downgrade the membership to our 1-month plan and issue a refund for the differenceThe user agreed and a refund was processed on 10/21/
If there are any questions regarding the billing, please contact us directly at ***@coursehero.comThank you

Initial Business Response /* (1000, 5, 2015/12/27) */
Hello ***,
We're sorry to hear you were not satisfied with your Course Hero experienceWe have contacted you at your email listed
***@student.csulb.edu with an update on your request
Should you still have
questions, please reply back to the email sent to you
Regards,

Hello *** ***,
Please note that we have already sent the following message via email to you at ***@gmail.comPlease respond there to get further assistance.
I am sorry to hear that your experience with Course Hero did not match your expectations! 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.
After reviewing your complaint via the Revdex.com, we have been able to manually refund your account in the amount of $USD to your original payment method ending in***. Your financial institution will now be able to credit the amount stated, 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
If you have any further questions, please feel free to reach out to me directly by responding to this email

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution unsatisfactory to me.   The total charges to my account is 129.00.  Case Number [redacted]: I clearly advised your company that I wasn't satisifed and I wanted to cancel...However, you continued to charge 3 times. (satisfaction guaranteed-Better guaranteed) on your website.  If we are not able resolve this matter, I will contact the Attorney General of California, to file a "deceptive trade practice against this company, and have you investigated! Sincerely,
[redacted]

Hi [redacted], Thank you for contacting us and letting us know of the situation. I apologize for any inconvenience that this may be causing you! I've located your account under [redacted] and have sent you an email to that address containing more information about the current...

situation. If you have any further questions, please let us know by responding that email. You can also email us as [redacted] or call us at [redacted] M-F 7am-4pm PST. Sincerely,

Initial Business Response /* (1000, 5, 2015/10/05) */
Hello Ms. [redacted],
As stated within our Terms of Service, Course Hero's policy is that we only consider issuing refunds when the user has not unlocked any Course Hero documents. We do this for a number of reasons not least of which is...

to treat all of our users equitably. Our weblogs tied to your account indicate that you have unlocked 14 documents. This refund policy is stated on our Frequently Asked Questions and Terms of Use.
Additionally, our records show that a correspondence via email was already sent to you on 10/5/15 to the email used to send this request. The ticket number to reference is #XXXXXX.
In order to best assist you, please reply back to the email as soon as possible.
Sincerely,
Course Hero Customer Support
Initial Consumer Rebuttal /* (3000, 7, 2015/10/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I made them aware within 15 min of signing up that the information was not what I needed and I would like to cancel my subscription and receive a full refund back. I believe this is fraud because you can't see the information until you download it. I am totally entitled to a refund and that is the outcome I want at this junction.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

Initial Business Response /* (1000, 5, 2014/10/24) */
Course Hero provides online study resources that supplement college courses and help students study more effectively. Course 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, 6-month, and 12-month subscriptions are billed in advance.
The user subscribed to a 6-month program ($89.70) on 10/19/14. The user had contacted our Support team on 10/23/14 after accessing our services. We have user logs (see below) that prove that this individual has accessed 7 documents and downloaded 3 documents after logging into the paid premier account. We clearly state the information on Course Hero is user generated and should not be used to supplement current study efforts within the defined limits of each student's respective university code of academic integrity.
Users can choose to use any of the study materials including our tutor Q&A content. The solutions provided by our tutors are given as a guide or reference and should not turned in as a user's own work.
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 documents. We do this for a number of reasons not least of which is to treat all of our users equitably.
Per our refund policy, we do not provide refunds when a user has viewed at least one document.
Initial Consumer Rebuttal /* (3000, 7, 2014/10/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The downloaded file would not open and the areas viewed were all wrong. How do you provide a service that does not work? Apparently, the tutors are not even verified to be knowledgeable in the area as the areas viewed were questions from other subscribers and complaints from other subscribers showing the lack of knowledge from the so called tutors.
Final Business Response /* (4000, 21, 2014/11/17) */
Hello,
We have responded to the user personally via [redacted]@coursehero.com.
Sincerely,
Course Hero Customer Support.
Final Consumer Response /* (2000, 23, 2014/11/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I received an email from company and I am satisfied with response.

CourseHero is a scam. They do not like that qualifier because it is bad publicity but this is simply the basis of their business model. Instead of helping students, CourseHero pretends that the documents you are looking for are available behind a paywall. Those document are never what you were looking for and since you already paid you have just been scammed.

In order to get the quizz or old exam(s) you paid for the privilege to view you NEED to view that document and that process in itself makes no claims for refund possible when most of the time the document unobfuscated is not at all what you were told was available. Think of it as if you were looking for the recipe for chocolate cake and once you paid you are shown the recipe for a drink cocktail...you then ask for a refund only to be told you downloaded the recipe for the cocktail when you viewed it online so you can not get a refund.

This business is clearly a scam praying on young students who are trying to look at old exams and quizzes to practice. It is shameful that companies like this would have these business practices. So far tree companies have the exact scam business model: CourseHero, [redacted]These companies pretend the document you want to read are available but you need to pay for the privilege and once you pay you realize those documents do not exist or are something else than what you needed. Good luck trying to get a refund.
When searching online for help in the google search add -www.coursehero.com this will filter out all the garbage fake results from coursehero