Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/04/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Paid Deposit for tutoring services on Jan 15 2024 for $1,590
  Horrible experience, first tutor showed up with two word searches, they did not interact with my child, sat on their phone, and even took a call. Booked with a second tutor on an ongoing bases, they phoned the day of their first session, 3 hours before the time start to say they double booked and could we rebook for another day. We rescheduled for another day and they did not show up.
  
  They confirmed March 1, 2024 and were going to refund $1,290 to my credit card.
  
  30days have passed and I have not received my refund and they are not returning emails or phone calls.

  Business Response

  Date: 05/04/2024

  I hope this message finds you well. I am writing to address the concerns raised regarding the refund process for ******. We acknowledge there have been some challenges, and I would like to clarify the situation and confirm the resolution steps we have taken.
  
  Identification of Enrollment: Initially, there was some confusion identifying the correct enrollment due to it being registered under a different name. This caused a delay as we worked diligently to ascertain the connection to ******. We apologize for any inconvenience this may have caused.
  
  Contractual Agreement: It’s important to note that the contractual agreement was made with ****** *****. This detail is crucial for understanding the context of the transaction and the procedural steps required for processing the refund.
  
  Cancellation Fee: Regarding the dispute over the refund amount, the contract stipulates a cancellation fee. This fee was applied in accordance with the terms agreed upon, impacting the final refund amount. We aim to ensure transparency in our processes and regret any misunderstanding regarding this detail. I have enclosed for reference. 
  
  Refund Processed: I am pleased to inform you that the refund was processed today. In line with our contract terms, ****** will receive a confirmation of this transaction today. The timing of the funds being credited back to his credit card will depend on the processing times of the credit card company.
  
  We sincerely apologize for any confusion or inconvenience this matter may have caused. Our team is committed to ensuring clarity and satisfaction in our customer transactions. Should there be any further questions or if additional clarification is needed, please do not hesitate to contact me directly.
  
  Thank you for your understanding and patience as we resolved this matter. We value your trust and look forward to serving you better in the future.
  
  Warm regards,
  
  Barry

• Initial Complaint

  Date:30/05/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have registered with Tutor Doctor in February and they have charge my credit card on Feb 28th in the amount of $1305.00. During two months they did not deliver any service, we only got run around and excuses they had no tutor available on days we have required. They have been aware of our requirements and availability right from the get go. On Friday, April 21 we had a tutor scheduled but did not show up, this was almost 2 months after registration. We consider this no show as a cancellation on their end not ours,. We were ready and available and no one showed up for the session therefore I have requested a full refund less the registration fee as they were going to charge us a "cancellation fee" of $150.00 - first of all there is no mentioned of cancellation fee on the contract and as we have not received any service we should not be charged any administrative fee. I've sent an email expressing we do not agree with deducting any admin fee and requested $1206.00 (total we paid was $1305.00 minus $99.00 reg . fee. My email response to to their "Cancellation Letter" has been ignored as another 3 email I've sent within the month of May. They had no courtesy to acknowledge any of my emails. I find this this behavior and business operation disrespectful and very unprofessional. It has been a month now and still have not received my refund. I have tried to get hold of ****** (owner) numerous times and she was not willing to take calls and she is ignoring all email communication.

  Business Response

  Date: 31/05/2023

  I am writing in response to the complaint submitted by our client, **********************, regarding her experience with Tutor Doctor. We sincerely empathize with the difficulties she has faced, and are committed to providing a thorough response to her concerns.

  In terms of scheduling and availability, we understand and empathize with the inconvenience experienced by **********************. However, it's important to note that she was unable to provide sufficient availability that would enable us to make a suitable tutor match in a timely manner. This was clearly discussed during our initial consultation, where we informed her that limited availability could lengthen the matching process and potentially cause delays. Our records substantiate that we made repeated requests for additional availability, all of which were unfortunately rejected.

  Concerning the incident where a tutor failed to show up for a session, we understand the disruption this caused. This incident is unusual and contrary to the level of reliable service we aim to provide. We are actively investigating this matter to prevent a recurrence.

  Regarding the cancellation fee, it appears there may have been some confusion. We have enclosed a copy of the terms and conditions section of our contract, directly signed by **********************, which clearly outlines this fee. Despite the frustration expressed, this fee is part of the terms agreed upon.

  We offered several alternate tutoring options in an attempt to accommodate ************************** needs. However, our records show that these alternatives were not accepted.

  As for the refund, we strictly adhere to our policy which states that all refunds are processed within a 30-day period. This is a standard procedure and is communicated transparently in our agreement. The refund for ********************** has been initiated following this policy, after deducting the cancellation fee as per the signed contract.

  Finally, we empathize with ************************** feelings regarding unacknowledged communications. It is our standard to respond promptly to all client interactions, and we are investigating why this standard was not upheld in this case.
  In conclusion, we empathize with ************************** experience and are devoted to improving our services based on her feedback. We always adhere to the terms and conditions signed by each client, ensuring transparency and understanding in all our dealings. We appreciate the BBB's assistance in this matter and remain committed to resolving these concerns to the satisfaction of all parties involved.

  Customer Answer

  Date: 08/06/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************