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Business Profile

Tutoring

Preply, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Tutoring.

Complaints

This profile includes complaints for Preply, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Preply, Inc. has 2 locations, listed below.

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    Customer Complaints Summary

    • 69 total complaints in the last 3 years.
    • 18 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/17/2024

      Type:Product Issues
      Status:
      Unanswered
      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.
      Preply is a website for online tutoring service, which allows you to subscribe for regular classes. I cancelled the classes for June, July and first 3 weeks of August. They system kept deducting money from my account, which is $50/month for math, $71.4 for Music, $176.4 for Chinese, so $300 per month, but I had no class for June and July and the first 3 week in Aug. The system didn't let me use the unused but paid classes once I come back in Aug, and keep deducting money from my account. I have around $800 worth of payment end up disappeared. I didn't used this $800 payment on any of the classes, and according to the tutor payment information, the tutors are not paid either since they didn't provide any service. The only way I can contact them is by online chat and the service *** named *******, keep telling me they expired and I can't get any refund or credit. And no warning or guidance was given with such big amount expiring. The reference ******* was used was dated on Nov. 2024: ******************************************************************************. So they refused my payment based on a term they updated in Nov. 2024 which is serveral months after the problematic payments. No explanation on where the money went, since the tutors are not get paid or I got refund. I requested several times to escalate my case to the manager and got refused every time. So I have no one to go to solve this issue now.

    • Initial Complaint

      Date:11/12/2024

      Type:Product Issues
      Status:
      Unanswered
      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.
      I entered into a subscription for tutoring service with Preply. The tutor I have selected suddenly said she can no long tutor without any advance notice. Preply has taken out payment and when I am trying to contact the The business all I received is responses from my, but I am unable to get a response from anyone to determine how to get a refund. Now the have completely away my Payment Meaning I dont even have a credits on you Account, Anymore

      Customer Answer

      Date: 11/23/2024

      I have not heard from the business in response to my complaint.

    • Initial Complaint

      Date:11/12/2024

      Type:Product Issues
      Status:
      Unanswered
      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.
      date of issue 6th nov 2024 preply provides tutors for students to learn i paid for a ******, the tutor did not show up. preply says the ****** was captured on video. it cannot have been i wanted a refund they did not return it.

    • Initial Complaint

      Date:10/09/2024

      Type:Product Issues
      Status:
      Unanswered
      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.
      Preply falsely advertises free trials and then takes credits from your account to pay for them. Their customer service is non-existent.

    • Initial Complaint

      Date:10/05/2024

      Type:Order Issues
      Status:
      Unanswered
      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.
      Date of transaction: 09/24-10/24 I had found this site and signed up for lessons from their foreign language tutors. Due to unforeseen circumstances - I am having difficulty scheduling these lessons (i.e. tutor availability changing, recovery from hurricane, illness).Today I requested assistance in transferring lessons from one tutor to one with better availability.Via: Contact Us text help line Conversation (me) : So just to verify (sorry!! No morning coffee yet), I can unsubscribe to both tutors. Once that is done, I then have lessons from those tutors banked and can use with another tutor when ready?Preply Representative: That is correct, yes.(Me - after trying several times): Hello - I am trying to transfer my seven classes of ***** to Ngeh. Its stating transfer is not completed. This has happened prior with another experience and I was told to wait until next month and that I went over the limit. It should not be giving me any issue, so I am confused why it is? October is a new month (and nothing is in writing anywhere on the site?), and I was told I could above? Unless I pay a difference in cost, it wont allow the transfer.(Preppy): I believe you have indeed reached the limit of transfer, in thise case you need to wait a couple of days before trying ******** balance is 36.5 hours. They are effectively informing me (as I was also told last week to watch a few more days) that this balance will be unavailable until the subscription runs out as somehow I reached the limit of transfer - LAST MONTH. I spoke with both two other **** regarding this last week. They also told me to wait a few more days ... a WEEK ago. How many days are "a few days/a couple of days?" *Because it's been over a week.* It is now the first week in October. There is nothing written as well regarding this policy, FTR.I will then lose this money, as preply will cancel any unused lessons. There is no written policy wide regarding any of this on their site.

    • Initial Complaint

      Date:08/10/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      I started using Preply last week. I booked a trial ****** with a ***** and after the first ******, she recommend I book three ******s a week to become proficient for travel. I followed her suggestion and after my next ****** with her, I felt like she wasnt going to be a good fit for me. I contacted customer service to try and help me find another *****. They sent me instructions to transfer for my $350 subscription to another *****. I followed their step by step instructions and was not able to complete the task because the options were not available on my side of the app. I explained that to the customer service representative and he told me to take screenshots and send it to him. At this point I was spending over an hour going back and forth trying to resolve this. I asked if he could help me and make the subscription change for me. He told me he is unable to access that feature and I would have to do it myself. I find it very hard to believe that a customer has more access capability in an app than an employee does. After trying, repeatedly, to fix this problem on my own with only prefabricated messages from the customer service representative, I asked him to just cancel my membership and give me a refund. When you book your first ***** they offer a 100% refund guarantee. What they dont tell you is you cant actually get a refund if you use any of your *****ing sessions. How can you determine if you want a refund if you cant use their service? He refused the refund stating that I am not eligible since I used 1 of my 12 ******s that I paid $350 for. I asked to be transferred to a supervisor over 24 hours ago and he has since stopped responding. Our chat is still active and since it is still active without him responding I am unable to even access another chat representative. This is, without a doubt, the worst customer service I have ever received. Im at the point where I will have to dispute the payment with my bank in order to get the money refunded to me.

    • Initial Complaint

      Date:06/19/2024

      Type:Product Issues
      Status:
      Unanswered
      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.
      Dates in question involve a series of transactions in june. First following the initial meeting with tutor. All ******s were cancelled i spoke with customer service and they were to provide me a free trial ****** with new tutor, yet they still charged me for trial ******. Following trial ****** with new tutor. ***** failed to show up to two ******s in a row but only one ****** was allowed to be rescheduled. **************** claims that i indicated that ****** was complete yet reported that tutor was absent. Since both these statements can not be true it and the system does not allow you to report that tutor was absent without reporting an issue with ****** clearly the customer service personnel must be wrong i request a complete refund of all monies paid to company as reimbursement for the issues arising from their tutors and customer service personnel

    • Initial Complaint

      Date:05/26/2024

      Type:Product Issues
      Status:
      Unanswered
      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.
      1. Initial Trial and Subscription: - On April 29, 2024, my son participated in a trial class with tutor **************** at 4:30 p.m. The class went well, and we subscribed on May 1 2024 to weekly classes at the same time starting May 16, 2024. We paid US$100.00 for a total of four tuition classes.2. Unauthorised Rescheduling: - The first class was set for May 16, 2024. However, on the day of the class, the tutor rescheduled the session without our consent to a time past my sons bedtime. This rescheduling was inconvenient as it conflicted with my son's available schedule and was done without our consent. The tutor went ahead and billed us for the class.3. Tutor No-Show and Unauthorized Charges: - The following week, the tutor did not show up for the scheduled class, yet Preply charged us for the class.4. Preply's Response: - Upon contacting Preply, they refused to refund the two missed classes and only offered credits for two future classes. I rejected this offer and demanded a full refund, which they refused.

    • Initial Complaint

      Date:05/21/2024

      Type:Product Issues
      Status:
      Unanswered
      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.
      I used Preply to learn foreign language. First, there was a trial ****** and then you have to subscribe a monthly plan. I took one trial ****** for 6 dollars, then I feel satisfied and subscribed to a monthly plan for 8 ******s and paid 48 dollars. Now, the tutor came to me and told me that the price was outdated, I have to pay 20 dollars for each ****** and 160 in total. I didn't want to accept the sudden and unreasonable price increase. So I requested a refund and now Preply would like to charge me refund fees for this. I don't get it why I should bear both the inconvenience and the transaction fees as I'm the one who was the sole victim. The tutor will continue to use this attract more students. Preply will continue to collect fees as others fall for the same trap. Only customers will suffer for what the tutors and Preply gains. I tried to contact Preply to resolve this issue, however even though Preply admitted that "Tutors, for example, are strictly forbidden to provide misleading trial price, in other words, raising it right after the trial. " , still Preply insisted on collecting fees from me in my case. This is so bizarre and outrageous.

      Customer Answer

      Date: 06/05/2024

      I have not heard from the business in response to my complaint.

    • Initial Complaint

      Date:05/20/2024

      Type:Product Issues
      Status:
      Unanswered
      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.
      I want to be refunded $674.00 as I was billed after I cancelled my service. It is impossible to communicate with Preply as there is no customer phone number. When i tried using the chat box, I was continually dropped. This is the last message I got: Thanks for patiently waiting, ********.I've received an update from our team in regard to your issue. For them to proceed with the investigation, kindly provide the last 4 digits of your credit card number, or you may send the PayPal transaction ID and the error message.Once all the needed information is supplied, ?we will have to forward this to the responsible team, so they can review your case and take actions accordingly - they will get back to you within 1-3 days.????Thank you for your understanding!But I can't respond to the message.Please help.********

    Preply, Inc. is NOT a BBB Accredited Business.

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