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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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/09/2024

      Type:Product Issues
      Status:
      UnansweredMore 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.
      This company offers tutoring online services. I purchased their services for my daughter via their website. My daughter used the services when she was in need of assistance and it was as needed. This company tricks customers into buying "packages" meaning you can only buy a set amount of sessions instead of buying the number of sessions you plan to use. That is how they steal money from customers. According to them, their policy says that if you do not use the sessions within a specific period of time, they suspend your account and forfeit the existing credits. In other words, Preply steals money from consumers by deleting credits (money you paid) on customers' accounts after a certain period of time. When this happened the first time, I reached out and told them what they were doing is illegal since I had already paid for those sessions and they could not stated the credits simply dissapeared from my daughter's account. They restablished the credits but eventually deleted what was left. When I recently went back to schedule a session for my daughter, i discovered the credits were gone again. I asked Preply to restablish the credits but they refused and stated that " the remaining balance is written off and cannot be reactivated".Preply is running a scam operation by misrepresenting the value of its services and deceptively marketing its services. Before I signed up my daughter for the services, I spoke to representative to obtain more information about Preply services; however, he never informed me about this "small" caviat. If I would have known, I would have never engage with Preply.Preply is simply making money already collected "disssapear" from their accounts. ********************** is purposely limiting consumers' choices to buy their "packages" knowing that eventually they will be able to forfeit any unused credits and make 100% profit off the consumer. Preply is running a scam as it does not cost them anything to leave the credits in the customer's account to use whenever they please. Preply is forfeting money and claiming the money left on the accounts as revenue for services they never delivered. If Preply is claiming it cannot keep themoney on its books, it could easily refund customers for any left credits; instead they are fatting their pockets with customer's money.
    • Initial Complaint

      Date:04/26/2024

      Type:Product Issues
      Status:
      UnansweredMore 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.
      On April 24, 2024, at 11:00 AM EST, a student missed a ******* I contacted the student to ask if they needed assistance. I received no response until the student rescheduled a ****** without assistance or confirmation from the tutor, using tools Preply provided her with. This is not in line with the many, many, many changing policies currently listed on the wesbite : ***************************************************************************** I have now contributed two hours to a student without pay. It is lost wages that could be scheduled by another student.
    • Initial Complaint

      Date:03/24/2024

      Type:Product Issues
      Status:
      UnansweredMore 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 for subscription for English tutors. 4 tutors were no show to the first class and 2 other canceled at the very last minute. Contacted customer service and other one refund which was half of what I paid for one of those tutor no show classes, the other ones are still in my account and they don't refund it.Had a terrible terrible experience with this platform and to save our time, just want a refund to be done with this.
    • Initial Complaint

      Date:03/15/2024

      Type:Customer Service Issues
      Status:
      UnansweredMore 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.
      Preply arbitrarily suspended my first account ******************* without any form of communication and left me and my Preply tutor distressed for days due to my scheduled lessons with my Preply tutors. I was not even informed of such suspension until later I reached out to Preply Instagram account. Unjustified suspension that violated my Constitutional right of due process/fair notice and discrimination. Thereafter, I had to create another Preply account ******************************** to contact my tutor and contact Preply customer service. I attempted at least 5 times with 5 different customer service reps by writing lengthy and detailed messages with either no response (but "read") or just passing on the buck constantly. My tutor even contacted them on my behalf but was also denied any helpful info. As a last straw, I left a public comment on Preply instagram account, demanding for a response. Preply instagram responded quickly and reached out to customer service on my behalf. Meanwhile, I added another $1130 into my new Preply account ******************************** so I could continue taking classes with my Preply tutor. The day after the account was created, this new account was suspended again!! Until now, a week after suspension, I was still not refunded. Nor have I received any form of communication from Preply customer service team unlike what ********************** Instagram alleged that the customer team emailed me. Never received anything! Fraud! Lies! Preply to this day has not justified its reasons for suspending my account. On top of everything else, $1130 was still not refunded!! ABSOLUTELY FRAUD!
    • Initial Complaint

      Date:02/23/2024

      Type:Delivery Issues
      Status:
      UnansweredMore 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.
      The receipts are from 15th and 20th. I paid for 3 classes that was never completed as $9 each with fees total of $27. The instructor missed the classes and the website isn't able to refund me.
    • Initial Complaint

      Date:01/28/2024

      Type:Billing 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.
      My daughter received online tutoring at Preply. I terminated services May 24, 2023. They billed me for another 8 months totalling ****** I never confirmed that my child was receiving lessons during that time, because she wasn't, but Preply still paid the tutor. During the school year, when my child was receiving tutoring, I could and ofen did utilize, the ability to decline payment when the tutoring didn't happen. Since I pointed this out. Now, suddenly Preply, is claiming I chose automatic confirmation which is not true, and the former tutor acknowledges she hasn't tutored my child. I just want a full refund.

      Customer Answer

      Date: 02/07/2024

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

      Regards,

      *************************
    • Initial Complaint

      Date:01/21/2024

      Type:Product Issues
      Status:
      UnansweredMore 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.
      On January 20th Preply tutor canceled my ****** and charged me for it, then blocked me, solely because I was *********************************************************** inclement weather and could not message her while driving. I joined within the time of my ****** but the teacher decided decided to cancel the ****** and charged me, then when I politely asked her to reconsider she blocked me. This same teacher previously canceled several ******s for me with 10 minutes of advance warning. I complained to Preply and asked them to refund me money for the ****** but they categorically refused. Now I no longer want to deal with them at all and requested to refund all my balance back to my credit card, but they refused saying the payment was made over 90 days ago. I know for a fact their payment processor still allows them to make refunds after 90 days. Them keeping customers money without providing services and refusing to refund any payment made 90 days prior is illegal. I ask for a full refund of the unused money in my Preply account and the refund of the ****** their teacher never taught but instead canceled and charged me for

      Customer Answer

      Date: 02/01/2024

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

      Date:01/19/2024

      Type:Customer Service Issues
      Status:
      UnansweredMore 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.
      Preply charged us 5 times for subscription for 5 straight months when we never ever subscribed from them. We only took a few classes and they were pay per class format. They signed us up for subscription without our permission and kept charging us. When we found out this was happening they are refusing to give us a refund. Not sure how this happened. But I am absolutely astonished how this kind of company exists in US.
    • Initial Complaint

      Date:01/15/2024

      Type:Product Issues
      Status:
      UnansweredMore 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.
      I purchased credit for tutoring services, I was obliged to buy 4 credits at 15 USD each on December 21, 2023. I only used 3 credits and wished to get a refund for the remaining credit. When I signed up their cancellation policy said:Cancellation "You can cancel your yearly plan anytime in your settings if you dont want to be charged again"link: ****************************************************************************************************** When I requested a refund they refused.
    • Initial Complaint

      Date:01/03/2024

      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.
      I payed for a tutoring session. Canceled with an hour after purchase and requested a refund, they took my money but claim they cant find me in the system, I provided the confirmation email that shows the email they sent my confirmation to and a photo of the bank statement where the money was deducted . Somehow, theyre still perplexed. I want my money back.

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