Course Hero, Inc.

Initial Business Response /* (1000, 5, 2014/12/11) */
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.
As stated within our Terms of Service [redacted] in addition to our FAQ support page at http://support.coursehero.com/hc/en-us/articles/XXXXXXXXX-Does-Course-Hero-offer...⇄ 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.
We had contacted the user and resolved the issue. If there are any other additional questions, please contact us at [redacted]@coursehero.com.
Thank you.

Salutations,
I'm sending you this email to inform the Revdex.com that I wish to cancel my complaint against[redacted], as I have received a resolution from the company, and no longer require bureau intervention

This was a TOTAL waist of money. Like the person said in previous reviews they keep a huge some of the money paid if you open one document and you pretty much have too in order to see what useless documents they have too offer. PLEASE fellow student DO NOT purchase a membership to this website.

I tried to cancel my subscription pretty much immediately after purchasing and when I called the billing office there was a repeat message that their offices are closed and you can leave a message. Unfortunately leaving a message is not an option because its just a repeat message over and over again.

It took me calling the fraud department of my credit card service to get ahold of anyone from the company and because I opened ONE document they kept 35$.

Initial Business Response /* (1000, 5, 2015/12/10) */
Hello [redacted],
We apologize for the delay in replying back to your inquiry. Our moderators work very hard to review inquiries as soon as possible. This week we have received a large number of inquiries due to the last week of finals and we...

are handling requests in the order received. Our records show that our Support Team has reach out to you directly via emali and waiting for some additional information to move forward with your request. Please reply back to the email directly to expedite this correspondence.
Thank you for your patience and we look forward to resolving your request.
Regards,
Course Hero Support

Initial Business Response /* (1000, 5, 2014/12/18) */
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 and 12-month subscriptions are billed in advance.
Cardholder subscribed to 1-month program ($29.95) on 12/17/14. Due to the activity within the account, we were unable to provide the cardholder with a refund. The materials on our site is digital information so once the users gains access we have no way of verifying if the information was used. We have user logs (see below) that prove that this individual has viewed 1 documents and downloaded 2 documents after upgrading to our premier membership.
Viewed Documents (File Name Day & Time):
1 XXXXXXX Dec 17, 2014 // 11:31:33AM
Downloaded Documents (File Name Day & Time):
XXXXXXX - Dec 17, 2014 // 4:52PM
XXXXXXX - Dec 17, 2014 // 2:50PM
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 (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, 5, 2015/05/19) */
We attempted to search for this users email address and under the first and last name but were unable to find any history. Please provide the email registered with Course Hero so we can better assist with this request.
Sincerely,...


Customer Support

Initial Business Response /* (1000, 5, 2015/01/08) */
Hello,
We would be more than happy to assist with this account. Please contact [redacted]@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 Business Response /* (1000, 5, 2015/01/08) */
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 and 12-month subscriptions are billed in advance.
The user subscribed to 1-year program ($95.40) on 12/11/14. The cardholder did not contact us but contacted the bank directly. Due to the activity, we were unable to provide the cardholder with a full refund. We have user logs (see below) that prove that this individual has viewed 1 documents and downloaded 2 documents after upgrading to our premier membership.
Viewed Documents (File Name Day & Time):
X XXXXXXX Dec 11, 2014 // 9:13:34PM
Downloaded Documents (File Name Day & Time):
XXXXXXX - Dec 11, 2014 // 9:13PM
XXXXXXX - Dec 11, 2014 // 9:06PM - 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 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 (please see our attached Terms of Use), we do not provide refunds when a user has viewed at least one document. Additionally, the user has already disputed this charge directly with their bank. All requests regarding this account must be handled through the bank directly or the user can contact [redacted]@coursehero.com for further questions.
Initial Consumer Rebuttal /* (3000, 7, 2015/01/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I contacted Course Hero immediately. The same night I realized what was going on which was December 11 at 10:18pm. I have the e-mail transcripts to prove it.
Also, my bank account has been compromised because of this. I shared this with Course Hero also since this happened by using their site.
Of course, I viewed the documents. I was under the impression of a different price! And also was not aware that they would compromise my account. If I knew this in the first place I would have never done any business with them.
I would like a refund to my account due to the circumstances.
Final Business Response /* (4000, 9, 2015/01/14) */
After further reviewing the account, it appears the user has directly disputed this charge with the bank on 12/26/14. Unfortunately, once the charges are disputed, we are no longer able to make changes to the account. The outcome on the disputed charge will be provided directly by the users bank. For clarification, Course Hero does not share billing information. Please contact your bank for further information on this disputed charge. For any further questions, please contact us at XXX-XXX-XXXX or by emailing [redacted]@coursehero.com

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, 2016/01/26) */
Hello Ms. [redacted],
We apologize for the confusion you experienced. All of our membership subscriptions are charged in advanced especially and it appears the subscription you selected provides you with the lowest monthly rate but our...

purchase page indicates a full payment is needed.
We reviewed your account see that this inquiry has already been processed by our Support team within 5 hours of your original inquiry to Course Hero. Our records show that you were offered a downgrade since there were already documents unlocked after the initial purchase was made therefore you were not offered a downgrade to the 1 month membership and a partial refund was processed.
Should you have any further questions, please let us know. Otherwise, we'd greatly appreciate if we could assume this case closed.
Best Regards,
Course Hero Support

Initial Business Response /* (1000, 5, 2015/03/10) */
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 and 12-month subscriptions are billed in advance.
The cardholder subscribed to a 3-month program through a referral and received the discounted rate ($47.88) on 2/24/15. We did not receive any cancellation via email or our Customer Service line from the cardholder prior to the user disputing the charge with the Revdex.com. We have user logs (see below) that prove that this individual has downloaded 1 document after logging into the paid premier account.
Downloaded Documents (File Name Day & Time):
XXXXXXX - Feb 24, 2015 // 11:47PM
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 (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, 5, 2015/12/31) */
Hello,
Our records show [redacted] signed up for a 1-month $39.95 recurring subscription on ) on 11/21/15.
The cardholder did not cancel the recurring subscription through the account settings or by contacting Customer Support prior...

to the renewal date. Therefore, the cardholder was charged again on 12/21/15
As Per our Terms of Use, all subscription packages are renewed and charged automatically for successive periods until the User discontinues. Users can terminate the recurring subscription at any time by logging into their account and click on the account settings button on the Dashboard. We provide a recurring cancellation button under the 'Change Membership' section of the account settings page.
We checked our contact records and see you contacted us via email the day after this inquiry was opened on 12/21/15 and we replied back on 12/22/15 and see we reversed the monthly charge of December 12/2215 and confirmed via email. Should you still need help or have questions, please reply back to the email sent to you. If this is fully resolved, we'd greatly appreciate it if you could provide a positive review since all was taken care after contacting us.
Best Regards,
Course Hero Support
Initial Consumer Rebuttal /* (2000, 7, 2016/01/04) */
Hi,
The company Course Hero, INC returned my money from the unwanted transaction and has taken me off the recurring subscription. Please close this case and consider the matter resolved. Thank you very much.
[redacted]

Initial Business Response /* (1000, 8, 2015/12/31) */
Hello [redacted],
We're sorry to hear you were not able to find Course Hero useful. Our records show that your inquiry was reviewed again recently and a manager replied and resolved your inquiry. Should you still have questions or need further...

assistance, please reply back to the email sent to you. If all is satisfied, we'd greatly appreciate a positive rating here and submit the case as closed.
Best Regards,
Course Hero Support

Initial Business Response /* (1000, 5, 2015/12/31) */
Hello,
Our records show [redacted] signed up for a 1-month $39.95 recurring subscription on ) on 11/21/15.
The cardholder did not cancel the recurring subscription through the account settings or by contacting Customer Support...

prior to the renewal date. Therefore, the cardholder was charged again on 12/21/15
As Per our Terms of Use, all subscription packages are renewed and charged automatically for successive periods until the User discontinues. Users can terminate the recurring subscription at any time by logging into their account and click on the account settings button on the Dashboard. We provide a recurring cancellation button under the 'Change Membership' section of the account settings page.
We checked our contact records and see you contacted us via email the day after this inquiry was opened on 12/21/15 and we replied back on 12/22/15 and see we reversed the monthly charge of December 12/2215 and confirmed via email. Should you still need help or have questions, please reply back to the email sent to you. If this is fully resolved, we'd greatly appreciate it if you could provide a positive review since all was taken care after contacting us.
Best Regards,
Course Hero Support
Initial Consumer Rebuttal /* (2000, 7, 2016/01/04) */
Hi,
The company Course Hero, INC returned my money from the unwanted transaction and has taken me off the recurring subscription. Please close this case and consider the matter resolved. Thank you very much.
[redacted]

Initial Business Response /* (1000, 5, 2015/06/01) */
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 and 12-month subscriptions are billed in advance.
[redacted] subscribed to Premier Membership on 11/29/14 and has been charged a recurring charge since then every month on the 29th of every month. Most recently Mr. [redacted] was charged $39.95 on 5/28/15. A dispute with the credit card company and we received the dispute on 05/28/15 for the charge processed on 05/28/15. Since the dispute was filed directly with the credit card company, Mr. [redacted] must wait to receive a reply from his financial insitution.
Per our refund policy, please see terms of use
Paying for Access (Subscriptions).
If you select the paid premium membership, Course Hero charges your credit card immediately upon your purchase of a subscription package and any renewal thereof. Monthly, quarterly and annual subscription prices are listed here , and are charged one time at the time of purchase. All subscription packages are renewed and charged automatically for successive equivalent periods until you discontinue such renewal by selecting the "Stop Recurring Payment" option under your Account Settings. You must follow the instructions on the page to confirm the cancellation.
Refunds
Each and every subscription package requires an upfront and immediate charge to your credit card depending on the subscription term that you elect to purchase. We do not provide refunds once a User has viewed at least one document as a Premier User. If your account is a recurring payment subscription, and multiple payments have occurred. If you have any other questions, please contact us at [redacted]@coursehero.com .
Initial Consumer Rebuttal /* (3000, 7, 2015/06/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They are not even spelling my name correctly.

Initial Business Response /* (1000, 5, 2014/03/03) */
Course Hero is an online website for course-related documents. Our users either contribute materials or pay a 1, 3 or 12 month subscription (payable in advance) to access our collection of educational rich study documents. It is clearly...

stated in our Terms of Use and on the payment registration page itself that the 1-month, 3-month and 12-month subscriptions are billed fully in advance.
[redacted] subscribed to 1-year program ($95.40) on 02/18/2013. According the user's account notes - "User accessed and downloaded study material and stating the information was incorrect. Information and documents working correctly. User continued to state we were providing incorrect information without clarifying her reason. No refund processed at this time."
We have user logs (see below) that prove that this individual has viewed at least 3 documents and downloaded 2 documents after subscribing to our services, please see the information below -
Documents Accessed (Doc ID / Date)
1 [redacted] Feb 25, 2014 // 4:03:47PM
1 [redacted] Feb 18, 2014 // 11:16:20AM
2 [redacted] Feb 18, 2014 // 11:14:41AM
Documents Downloaded (Doc ID / Date)
[redacted] - Feb 18, 2014 // 11:15AM
[redacted] - Feb 18, 2014 // 10:47AM
We have confirmed with our Technical support team the documents that were accessed above are working correctly and have not had any users experience issues accessing the services on Course Hero at this time.
As stated within our Terms of Service (www.[redacted]), Course Hero's policy is that we only consider issuing refunds when the user has not viewed/downloaded any Course Hero documents. We have this policy in place since we have no control of what users do with the information once it is accessed.
We are more than happy to cancel the user's subscription, however due to activity, we are unable to provide a refund at this time. Thank you.
Initial Consumer Rebuttal /* (3000, 7, 2014/03/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This company should get their facts straight. I firstly did not subscribe for a year. I subscribed for a month. Secondly, your customer service rep was extremely disrespectful and berated me and argued with me. Secondly, Not only was the information in the document false information, but the documents were INCOMPLETE. Blank documents, with just the questions, no answers. How is this helpful? I subscribe to this website to access two documents that were advertised as documents I wanted for a class. However, not only was one unhelpful (misinformation), but the second was a blank document with just the questions to the assignment (which I already had), but no answers! This is comical. Therefore, I got absolutely nothing out of these services, and deserve a refund from the company. If even just one of the documents were helpful, I would not want a refund because I would at least be getting something from this company, but neither were helpful, since they were falsely advertised. Oh and also, this website is tricky and does not give you the option to permanently cancel your subscription; I tried to a few times, and realized that they do not give you the option online. All they give you is a "pause subscription" option, in which your subscription is nearly paused for a period of only up to 3 months. Sneaky, sneaky, sneaky. Thankfully, after communicating with the less-than-intelligent and/or helpful "customer service rep" to try to get a refund peacefully, I contacted my bank immediately and filed a claim. My bank refunded me the money. Everyone, read the cases agains this website, and you will see for yourself that they are FRAUDS. AVOID them at all costs, and please, students, do not give these greedy losers your money. I have no doubts that this company will in due time crash and burn due to shady business practices and poor customer service.
P.S: And yes, "Course Hero", I need you to permanently terminate my subscription to this site, since you do not allow users to do it themselves online.
Final Business Response /* (4000, 14, 2014/03/25) */
Please note, users choosing to upgrade their accounts will be given access to all the study material on the site. Users can view the full document and review all the information within a document before choosing to download the document directly to their computer. Viewing and downloading content are two different actions.
We understand customer satisfaction is priority, especially while helping student receive exactly what they are searching for on our site. We do have policies in place to help protect against users from abusing our service, however in any case if a user is ultimately unsatisfied with our service, we try and resolve the issue by providing a fair resolution. However, since a dispute was already processed for the purchase, we are unable to process a refund at this time.
We are currently working with the user's bank to resolve the matter. If there are any additional questions, please contact us at [redacted]@coursehero.com. Thank you.
Final Consumer Response /* (3000, 12, 2014/03/10) */
Your company is purely based on a lie then. If you truly do not support cheating, you should hold submitted materials to some sort of standard, and tests and papers should not be allowed to go on your site because they only serve for such a purpose. Additionally, if you do stand by this statement of only looking to serve the user with "study material", please explain to me how to study off of a document with incorrect information and a document with no information at all? How many different ways do I need to explain that a document with wrong information and a document with no information at all advertising itself to have information I am looking for will in fact serve no purpose at all for "study help" anyway.
Like stated before, this company is based off of lies and deceit, and the fact that you do not value your customers or hold your submitted material to any type of standard is rather unfair, seeing as people are paying to access CORRECT and HELPFUL information. There is a mutually beneficial relationship behind any business. You get customers money, customer gets services they are happy with. I did not get my end of the deal. End of story. Yes, I accessed your information, as I had the right to, and I soon realized that these documents were not what I thought they would be. Just because my eyes saw the information does not mean that I got my end of the deal. The information was NOT helpful in the slightest and was not up to standards as a paying customer. If you order a meal at a restaurant and you do not like it, you are encouraged to send it back and not pay for it because you did not get your end of the deal. As a "Revdex.com Accredited Business", Course Hero should be very familiar with this and therefore run their business the fair and morally correct way.
P.S I find it comical that you did not address your lack of cancel membership option online. Cannot draw anymore attention to your shadiness? I hope you listened to my request and canceled my membership for good.

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

please reply back to the email sent to you.
Regards,

Initial Business Response /* (1000, 9, 2015/12/27) */
Hello [redacted],
Our records show your request was resolved on 12/07/15 by phone. Please confirm if you still need assistance with your request.
Regards,
Customer Support
Initial Consumer Rebuttal /* (3000, 11,...

2016/01/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No it was not my refund is still not here
Final Business Response /* (4000, 13, 2016/01/11) */
Hello [redacted],
Our records show that your refund was issued on 12/07/15. We suggest reviewing your Visa card account ending in 6443 to verify whether the refund posted to your account.
If you are still not seeing it, please contact your credit/bank account for further information on the refund.
Should you still have any further questions, please let us know.
Sincerely,
Course Hero Support

Initial Business Response /* (1000, 8, 2016/01/04) */
Hello [redacted],
We apologize for the delayed reply back to this inquiry. Our records show that your request for the document removal was already completed by our compliance department on Nov 20, 2015. 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 visible. It needs to be completely removed.
Final Business Response /* (4000, 14, 2016/02/02) */
Hello [redacted],
We apologize for the delay in our response. Our records show that your request for the document removal was already completed by our compliance department on Nov 20, 2015. 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 memory. If you search the document, please also remember to clear your own internet browser search, you should then see it removed from your search options. If you need help clearing your browser cache, please see this link for additional assistance:[redacted].
Regards,
Course Hero Support

Hello, 
 
Please find a copy of the email we sent yesterday afternoon. We had clarified our pricing terms and she decided to downgrade her plan to the one month option: 
 
Hi [redacted],Thank you for confirming how you wanted to proceed!As discussed, I have changed your Annual...

membership to the Monthly membership. A refund in the amount of $79.45 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 3-5 business days for them to process. If you do not receive the refund within 7 business days, please let us know.If you sign up again for a Premier membership, you can avoid the automatic renewal by hovering over your username on the top right of the page and then clicking on Account Settings and then click on Stop Recurring Membership. Once you’ve finished that process, you will receive an email confirming that your membership has been cancelled successfully. Here is a handy gif that shows how to cancel your membership.Please note: when you cancel your membership, you will still have Premier access until it expires.Once the membership period ends, your account will revert to our 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 have any further questions, please feel free to reach out to me directly by responding to this email.
[redacted]
Course Hero Support[redacted]