Course Hero, Inc.

Initial Business Response /* (1000, 5, 2015/01/15) */
Pleae contact [redacted]@coursehero.com or by calling XXX-XXX-XXXX. We are not able to locate the account with just the first and last name.
Sincerely,
Customer Support

Good Day, We're sorry to hear that you haven't had the best experience. At Course Hero we strive to make each interaction a positive one, and we'd like to work with you to find a positive resolution. I was unable to locate your account with the information provided, so I'll be emailing you in a few...

moments at the email you provided so I can get some more information. I look forward to your reply so we can work together to find a mutually agreeable resolution. Best, Course Hero Support

This company is a scam. They take your money and not help you with your home work. I have a very important assignment due today, and none of their "tutors" where able to help me. Don't even think about calling them on the weekend, they are a Monday - Friday business. I want a refund and they are not available to call. Do not waste your money.

Initial Business Response /* (1000, 5, 2014/04/22) */
Course Hero is not sponsored or endorsed by any college or university.
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.
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.
[redacted] subscribed to our 1-year program ($95.40) on 02/27/14. We informed the user on 02/27 of our Terms of Use and refund policy. Due to the activity within the account, we were unable to provide the cardholder with a refund. However, we offered to downgrade the account to one of our lower plans. We have user logs (see below) that prove that this individual has accessed 3 documents after upgrading to our premier membership.
Accessed Documents (File Name Day & Time)
XXXXXXX Feb 27, 2014 // 5:28:01PM
XXXXXXX Feb 27, 2014 // 5:26:35PM
XXXXXXX Feb 27, 2014 // 5:25:13PM
Due to the sensitivity of the content access, we are unable to provide a full refund. If the user would like to adjust their current membership, we are more than happy to work with them to resolve the matter. Please contact us at [redacted]@coursehero.com. Thank you.
Initial Consumer Rebuttal /* (3000, 7, 2014/04/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As I stated before to the rep whom I emailed that I was unable to view the documents. The refund policy was not made aware until after I contact that support. Once again I was able to view the content of the website I wouldn't want my funds back. This company is a rip off. I am requesting a full refund and wish to never have a membership with a company who cannot produce what is needed to a customer. If my full 95.40 is not refunded then I will have to seek legal assistance.
Final Business Response /* (4000, 13, 2014/05/12) */
We are more than happy to work with this user and offer to downgrade the membership to one of our lower plans. Since we have no control of how members use and access the study materials (all study content is online and accessed through the website), we do not issue refunds. We have attached our Terms of Use below.
Information about the user's account previously stated, Ms. [redacted] accessed study documents which consist of homework questions and answers. These types of documents are valuable to our paying users and for this reason, we cannot provide a full refund.
We are willing to downgrade the membership to one of the lower plans we offer (ie. 3-month for $59.85 and 1-month plan for $39.95) and process a refund for the difference).
We provide the Terms of Use up-front and it is freely available at any time. User agree to the Terms when creating a membership on the site.
[redacted]
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, under no circumstances will we refund anything but the very last payment in case of a dispute by a User. Additionally, unused Tutors Credits expire upon the expiration or cancellation of subscription package and cannot be redeemed for cash. For any billing related questions in regards to payment and refunds, please contact Customer Service at [redacted]@coursehero.com.
We do not provide refunds for Content you purchase from our Services (for example, if you purchase a set of flashcards or an Expert Answer). If you have an issue with any such purchased Content, please contact us at [redacted]@coursehero.com.
Final Consumer Response /* (4200, 15, 2014/05/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I find it hard to believe that any company is not able to give a full refund. That's just madness. Im ready to settle this so place on the one month for 39.99 and refund me the difference which should be around 55.45.
Business Response /* (4000, 21, 2014/05/27) */
Please contact us at [redacted]@coursehero.com if you have not received the refund.
Thank you,

This company is pure garbage. Their "tutors" are copy and paste "heroes" who provide the same thing a google search would return. When you ask for a refund, their moderators take days to respond and don't even provide help. I ended up having to get my bank to do the refund as they charge your credit card even before you accept the answers. Trying to call them? Good luck, they never answer!

p.p1 {margin: 0.0px 0.0px 0.0px 0.0px; line-height: 20.0px; font: 14.0px 'Helvetica Neue'; color: #323333; -webkit-text-stroke: #323333} span.s1 {font-kerning: none} Good Day, We really do want to help resolve everything, and the best way to do that is if we have a call with the customer and her...

bank on the line. On our end, we do see there was a refund in the amount of $59.85 USD and it was issued to her original payment method on May 26, 2017. The refund was processed on the day the account was renewed. In some cases, we do see that the refund is processed faster before the original charge for the membership. We do not see any other transaction in May for the account associated with the provided email. We previously requested that the user contact us with her bank on the line so that we may walk through her statement together so that we may see if that is what the user is seeing, and if her bank had some confusion when they had assisted her. We were also hoping that if that wasn't the case, that we can gather more information from her bank in order to investigate further.  We have also asked for her phone number so that we may call her and then do a three way call with her bank. Here are the dates that we have reached out requesting this: May 31, 2017 June 1, 2017 June 5, 2017 June 7, 2017 June 8, 2017 On June 8, 2017 our Customer Support Manager attempted to get in touch by phone at 11:56 AM Pacific time but since there was no answer she left a voicemail and also followed up via email. Please see the following email we sent the customer on June 7, 2017 for an example of our correspondence (redacted for her privacy): Hello (Redacted),  Thank you for your survey feedback and I am sorry if there was any mis-communication about speaking with you directly. We really do want to help you find a resolution, but as we don't see the other transaction you're referring to, we really are only able to solve this if you are on the phone with us and the bank.  I would be happy to give you a call if you gave me your number. While we're not able to dial your bank's number, you can then dial your bank while we're waiting on hold to get us all together on a three-way call.  I hope this helps to clarify how we can best work together to resolve this for you and I look forward to talking to both you and your bank! [redacted]

Initial Business Response /* (1000, 5, 2014/12/05) */
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 1-month program ($39.95) on 12/25/14. Due to the activity within the account, we were unable to provide the cardholder with a refund. We have user logs (see below) that prove that this individual has downloaded 4 documents after upgrading to our premier membership.
Downloaded Documents (File Name Day & Time):
XXXXXX - Nov 25, 2014 // 3:48PM - Link to question »
XXXXXXX - Nov 25, 2014 // 3:46PM - Link to question »
XXXXXXX - Nov 25, 2014 // 3:25PM - Link to question »
XXXXXXX - Nov 25, 2014 // 3:24PM - 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.However, if the user can provide confirmation the information he received was incorrect, we are more than happy to review this information further. We will reply via email.
Initial Consumer Rebuttal /* (3000, 7, 2014/12/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was emailed by the business over 2 weeks ago to provide proof of the answers that were wrong I sent the email and haven't heard anything back or received a credit. Once my card has been credited I would be happy to accept the response from Course Hero. Their email
Hello [redacted]
We received an email from the Revdex.com requesting a refund. If you can provide us with the corrected answers to confirm the information your received from Course Hero was incorrect, we are more than happy to provide a refund. Please reply back with the graded information for each of the individual questions answered.
Thank you and I look forward to your response.
[redacted]
Course Hero Support
Course hero answers
Answer
If returns on stock A are more volatile than the returns on stock B, the geometric average return of stock A is ________ the geometric average return of stock B when their arithmetic average return is the same.

Answer A) the same as
QUESTION:
Which of the following statements is FALSE?
A) The geometric average return is a better description of the long-run historical performance of an investment.
B) The geometric average return will always be above the arithmetic average return, and the difference grows with the volatility of the annual returns.
C) The compounded geometric average return is most often used for comparative purposes.
D) We should use the arithmetic average return when we are trying to estimate an investment's expected return over a future horizon based on its past performance.
I have attached the correct answers as well
Thanks,
[redacted]
The correct answers
If returns on stock A are more volatile than the returns on stock B, the geometric average return of stock A is ________ the geometric average return of stock B when their arithmetic average return is the same.

A) the same as

B) higher than

C) ->lower than

D) cannot say for sure
Which of the following statements is FALSE?

A) The geometric average return is a better description of the long-run historical performance of an investment.

B) > The geometric average return will always be above the arithmetic average return, and the difference grows with the volatility of the annual returns.

C) The compounded geometric average return is most often used for comparative purposes.

D) We should use the arithmetic average return when we are trying to estimate an investment's expected return over a future horizon based on its past performance.
I hope to see a credit soon.
Final Business Response /* (4000, 9, 2015/01/02) */
Hello [redacted],
We have sent you an email correspondence from [redacted]@coursehero.com. Please review and reply back.
Sincerely,
Customer Support
Final Consumer Response /* (2000, 11, 2015/01/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Course Hero credited me back with a full refund.

Initial Business Response /* (1000, 5, 2015/04/14) */
Hello,
We apologize for any confusion with the membership or the services we provide with the membership. 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 Consumer Rebuttal /* (3000, 7, 2015/04/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have contacted Coursehero and I included the complete chat conversation I had with Coursehero. The person I spoke to acknowledged that MANY of your customers have the same problem after they sign up so clearly there is a problem with your advertising practices.
All communications can be made here.
Final Business Response /* (4000, 9, 2015/04/27) */
We have contacted the user directly via email for further information. If any further questions please reply back directly to the email.
Sincerely,
Customer Support

Initial Business Response /* (1000, 8, 2015/12/10) */
Hello Ms. [redacted],
We apologize for the delayed reply. We see that you signed up on 11/20/15 for a (1-year program which is advertised at $9.95 with a full sum of $119.40 required at the time of selection. This plan provides the...

greatest savings if paid for annually. We informed you via email on 11/20/15 of the pricing differences and confirmed that since there were no services used you were eligible for a refund. We see that a full refund was processed on 11/20/15.
Should you have any further questions or concerns, please contact us at [redacted]@coursehero.com.
Regards,
Course Hero Support
We see that your inquiry was resolved the same date this case was filed and the same day that you sent us an email.

Initial Business Response /* (1000, 5, 2014/07/15) */
We apologize for any inconvenience and more than happy to work with you in resolving your issue with Course Hero.
Please contact us immediately at [redacted]@coursehero.com and provide us with your registered email address and the last...

four digits of the card used to purchase a membership.
Please note, all subscription packages are renewed and charged automatically for successive periods until the User discontinues. You can terminate your recurring subscription at any time by logging into your 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 look forward to your response.
Initial Consumer Rebuttal /* (3000, 7, 2014/07/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I contactecd the company within 15 minutes after nothing that I requested. I spoke with a representative at that time whom told me that they would not refund my initial payment. I asked at that time to cancel any information reagrding any recurring charges and yet I was charged again. Only the recurring charge was refunded to me. I am still seeking to have the first charge credited back.
Final Business Response /* (4000, 9, 2014/07/29) */
We had issued a full refund for the recurring charge to the user's account on 07/02/2014 and cancelled the subscription.
Unfortunately, we cannot issue a refund for the initial purchase on 06/02/2014 since the services were used.
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. Our weblogs tied to your account indicate that you have not only accessed at least 3 documents but you have downloaded a soft copy of at least 2 documents.
If there are any questions, please feel free to reach out to us at [redacted]@coursehero.com.

Initial Business Response /* (1000, 5, 2014/03/25) */
We received communication from the user on 03/11/14 and we had responded to the user on 03/12/14. We did not receive a response from the user until 03/14/14.
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 1-year program ($95.40) on 03/07/2014. Due to the activity within the account, 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 document and downloaded 1 document after upgrading to our premier membership.
Viewed Documents (File Name Day & Time)
XXXXXXX Mar 18, 2014 // 7:11:11PM
Downloaded Documents (File Name Day & Time)
XXXXXXX - Mar 18, 2014 // 7:12PM
We informed the user of the Terms of Service (as stated on the Sign-up page) and that due to the activity on the account we would not be able to provide a full refund. On 03/14/2014 we downgraded the membership to a 1-month membership for $39.95 and we issued a partial refund in the amount of $55.45.
If the user has any additional questions, please contact us at [redacted]@coursehero.com. Thank you.

Dear [redacted],
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 18 and September 21 to inquire about how our document upload process worked and also to change some of your personal contact information. It 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 transaction. A refund in the amount of $119.40 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 2-3 business days for them to process. If you do not receive the refund within 7 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 marketplace. 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 refer your friends.
If you would like to speak with a live representative, you can call us at 888-[redacted] from 7:00AM-4:00PM PST.
Thank you and hope to hear back from you soon!
Course Hero Customer Support

Initial Business Response /* (1000, 8, 2015/12/31) */
Hello [redacted],
Our records show your inquiry was resolved directly via email on 12/22/15. If you still need help from us, please reference email # #XXXXXX. If all is resolved, we'd greatly appreciate if you provide us with a positive reply and...

confirm this request is closed.
Best Regards,
Course Hero Support
Initial Consumer Rebuttal /* (2000, 10, 2016/01/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Hi [redacted] and [redacted]
 
I apologize that this process has been so frustrating and I wish that you had contacted us before notifying your financial institution to file the dispute. 
 
Our records show we have received a disputed request for a payment from your financial institution on...

November 25, 2016 and your account was therefore disabled.
 
Since a dispute was filed directly with your financial institution, we are unable to process any refunds or reactivate your account. Once a dispute is filed, we lose control of the resolution process and are obligated to cooperate with your financial institution's investigation. Since your financial institution has notified you of the result, and the final outcome was in favor of the merchant, there will be no changes made to the account. However, as a courtesy, we are willing to reenable the account and provide you with one year of service. Whenever you would like, just contact [redacted]@coursehero.com and we can reactivate your account for you. Thank you for your understanding and patience.

Initial Business Response /* (1000, 8, 2015/06/23) */
Hello,
As mentioned in a previous inquiry. [redacted] subscribed to Premier Membership on 06/08/15 which was our annual membership at $119.40 which equals to $9.95 per month. We checked our email history and do not see that Ms....

[redacted]s contacted us regarding this charge. A dispute with the credit card company and we received the dispute on 03/11/15. Since the dispute was filed directly with the credit card company, Ms.[redacted]s must wait to receive a reply from her financial institution since this charge was directly disputed with the bank. Once the bank is notified, we can no longer issue any refunds since all is handled through the bank directly.
If a response from the bank has already been received, this is the final outcome. We have contacted Ms. [redacted]s directly for further assistance or questions via [redacted]@coursehero.com.
Sincerely,
Customer Support
Initial Consumer Rebuttal /* (3000, 10, 2015/06/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did contact my credit card company and they told me I had to contact them directly and what phone records are they looking at I was informed that there tutorial service may work for me after signing on I was not impressed so I then cancelled I never thought they would charge me 119.40 when online it says 9.95 per month I was prepared to pay the monthly fee not the annual fee for something I never utilized. This is financial murder its ridiculous I am only asking for the difference between the 119.40 and the 9.95 thanks for assisting in this matter and they know they are wrong this is total unlawful business practices and taking advantage of students/consumers.
Final Business Response /* (4000, 16, 2015/07/19) */
Hello Ms. [redacted],
We have replied once again to your email listed [redacted]@aol.com. Please contact us via the email sent to you (ticket # #XXXXXX) should you have any further questions.
Sincerely,
Customer Support
Final Consumer Response /* (2000, 18, 2015/07/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
yes I am they weren't doing anything for me and I appreciate you and your staffs assistance in getting to a bottom line with my concern I will never use them again. this is a heart felt thank YOU.

Hi [redacted],    We offer a monthly rate at $39.95 USD if users wish to pay month to month. If users plan to use the service for an extended period of time, they can opt for the annual membership, which does break down to the special price of $9.95 USD per month, but in order to receive...

this pricing, the payment is billed for the full year upfront at $119.40 USD.    Below, please find the email we sent to the you previously:    Hi [redacted],   Thank you for contacting Course Hero.   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 transaction.   A refund in the amount of $119.40 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 2-3 business days for them to process. If you do not receive the refund within 7 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 refer your friends.   If you have any further questions, please feel free to reach out to me directly by responding to this email.   All the best,

Initial Business Response /* (1000, 5, 2014/12/18) */
We looked in to the Cardholders account and the cardholder has contacted us directly over the phone. If there are any further questions or issues, please feel free to give us a call back and request to speak to a Manager regarding your...

account. Thank You

Initial Business Response /* (1000, 5, 2014/10/16) */
We apologize if you were experiencing any issues with our services and want to make sure we can resolve your inquiry. We were unable to locate any correspondences with you and were unable to locate an account you created on the site. ...

Please feel free to contact us directly at [redacted]@coursehero.com and include your registered email address. We look forward to response. Thank you.
Initial Consumer Rebuttal /* (3000, 7, 2014/10/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I would like a refund. I already sent an email through coursehero.com. My registered email is [redacted]@bannerhealth.com.
Final Business Response /* (4000, 9, 2014/10/21) */
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.
XXXXXXX XXXXXX subscribed to a 3-month program ($59.85) on 09/18/14. We did not receive any cancellation via email or our Customer Service line from the cardholder prior to the user disputing the charge. We have user logs (see below) that prove that this individual has downloaded 2 documents after logging into the paid premier account.
The user also posted a question to our online tutors using tutor credits that were provided for each Premier Account. Tutor credits do not hold cash value and are not redeemable for cash. The question was cancelled and the 10 tutor credits were returned to the account.
Downloaded Documents (File Name Day & Time):
XXXXXXX - Sep 19, 2014 // 9:54PM
XXXXXXX - Sep 18, 2014 // 12:24AM
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.
Final Consumer Response /* (4200, 11, 2014/10/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No I am not satisfied with this answer. There are documents that are free for download without the membership. I purchased the membership for tutorial services. The tutor was not able to satisfactorily answer my question and not within deadline. Therefore, I feel that I deserve a full refund because this company was not able to provide me with the service that I paid for.

Initial Business Response /* (1000, 8, 2014/07/29) */
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.
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. Our weblogs tied to Mr. [redacted]'s account indicate that he had accessed at least 1 document. Since we have no control on how the information is used, we do not provide refunds.
We are more than happy to adjust the account to our 1-month membership, please contact us at [redacted]@coursehero.com and reference your account information. Thank you.

Kindly view the email that was sent to the user:  Hi [redacted],My name is [redacted] and I'm one of the Escalation Managers at Course Hero. [redacted] brought your ticket to my attention and let me know you were only available to reach via email. 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 transaction.A refund in the amount of $119.40 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 3-5 business days for them to process. If you do not receive the refund within 7 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 refer your friends.We kindly ask that you provide a rating review for the unlocked content to improve our user experience to help others---your feedback matters.If you have any further questions, please feel free to reach out to me directly by responding to this email.