Complaints

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

close

Find a Location

Preply, Inc. has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Preply, Inc.

  1309 Beacon St Ste 300 Brookline, MA 02446-5252

• 

  Preply, Inc.

  1309 Beacon St Brookline, MA 02446

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:01/01/2024

  Type:Service or Repair 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 was a teacher on Preply, which provides a service connecting teachers to students. According to the contract, teachers are "users" and not employees. There is a commission of 18% on each class, but the first "trial" class has a commission of 100%.I had taught **** classes with 61 reviews (all 5 stars). At the time I had many students with classes that were waiting for me. On December 26, 2023, in the middle of class, I got a message telling me to withdraw my money, that I was "disrespectful" to support staff, and that I was being removed from the platform. They offered no evidence, no chance to appeal, and stated that the decision was final. I tried in vain to contact someone through the website and through email, but support continuously closed all chats and ignored my messages. No formal e-mail was sent to me, and no evidence was produced to justify their decision. Nor were any of my students informed nor given refunds.The same day, I had given a 1-star rating to support staff **** for not providing adequate service. This person was the same person who sent the message telling me I was being disconnected from the chat. It seems like revenge for the 1-star review. However, customer support had not been helping me recently, especially in cases that I found to be unethical on the part of Preply. A few days before, I had contacted Preply about a student from Africa named *******. He had not responded to any messages on the platform and had missed several classes. I wrote support to please cancel his monthly subscription, since he was unemployed and had little money. They told me to tell the student to ask them. When I reminded support that the student was not responding to messages or attending classes, they did nothing, and he was charged for 12 classes, at a rate of approximately $16.49 per class. I believe Preply punished me for trying to be ethical and for asking for trial classes to have a normal commission like all the others.

  Customer Answer

  Date: 01/12/2024

  I have not heard from the business in response to my complaint.  *********** never responded to my repeated emails or messages on their page and on *********

• Initial Complaint

  Date:12/25/2023

  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.

  Preply cancelled my 4 hours of classes. When I contacted with them they claimed that there is a chargeback on payments and replied them with statements attached but they never replied to my questions. As a result they stole my 4 hours.

• Initial Complaint

  Date:11/04/2023

  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 have a ****** with Preply, which is an education institution. However on November, my subscription was auto renewed for *****, which i did not approve. I contacted the team and they only refund me 64, and they claimed that the difference is the platform fee.First of all, i did not authorized the payment, i shall not incur any processing fee anyway in the first place.I would like to get refund of ***** - 64 = ****. Thanks!

• Initial Complaint

  Date:10/31/2023

  Type:Product Issues
  Status:

  AnsweredMore 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 has a subscription plan for their tutors. You pay a certain amount each month (prepaying) for lessons with a tutor. They state that, if you cancel your lessons more than 4 hours before the class begins, you will not be charged for the class. That, however, is a false statement. They should say that it will not be deducted from your prepaid hours on your account, because once you've paid, there's no way to get your money back. I had a great tutor, but then my schedule changed and I was unable to continue taking lessons. Preply refuses to give me a refund for the hours I have remaining on my account because 1) I have already used some of my prepaid hours (I prepaid for 8 hours, and used one of them, making the other 7 not able to be refunded acording to their refund policy), and 2) they said it was more than 28 days after the purchase was made. Their refund policy is, if you paid for lessons, even if you haven't used them, and it's been more than 28 days since you bought them, they will eventually expire and you cannot be refunded. I feel that I am being cheated and robbed, paying for services that they have not provided to me.

  Customer Answer

  Date: 11/14/2023

  I have not heard from the business in response to my complaint. This company's refund policy is a scam. If I pay for 5 ******s a week at $20 a ******* they would charge me $410 or so (including their service fee). Let's say after my first ****** I get in a car crash and am hospitalized for a long time. If I wanted a $380 refund, Preply would shrug their shoulders at me and say, "Sorry, we can't refund you because you already took a ****** from your alloted time. Thanks for the extra $380!" What a scam.

  Business Response

  Date: 11/18/2023

  Hello *****,

   

  Unfortunately, as we can see, you have already used some credits out of your subscription plan / it has been more than 28 days since the payment was made. Therefore, we are unable to refund that payment.
  ?
  ?In order to avoid hours expiring at the end of the billing cycle, you can simply schedule those hours.
  ?
  ?Please read more about how the subscription works here ??:

  ****************************************************************************************
  Let me know if you have any additional questions - were always here for you.

  Customer Answer

  Date: 11/19/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Again, I cannot express enough how illegitimate and inappropriate your refund policy is. First of all, I tried already to initiate the refund process prior to 28 days after my last last payment. However, you refused to accept my request because you said I had already used some of my hours. Simply scheduling more hours will not solve my problem, as I do not wish to use your services any longer. I will not be using your services ever again. Again, if I had paid hundreds of dollars for your services and then gotten into an accident the day after my first class, and was unable to complete the rest, you would say theres nothing you can do and wave goodbye to me as you take all of my money. There is no way your refund policy is legal, let alone ethical. I will never use your services again, and I still expect a full refund.

   

  Business Response

  Date: 11/29/2023

  Dear *****, 

  
  I hope this message finds you well. Thank you for reaching out to us and expressing your concerns about our refund policy. We understand the frustration this situation may have caused, and we appreciate the opportunity to address your concerns.

  
  Upon reviewing your case, we would like to reiterate our subscription terms of service, which clearly outline the conditions for a refund. According to our policy, in order to be eligible for a refund, two key conditions must be met: no hours should have been utilized from your subscription balance, and the refund request should be initiated within 28 days of the last payment. Regrettably, in your case, it appears that some of your balance was used with your tutor before you contacted us. As per our terms of service, the fulfillment of both these conditions is imperative for a refund to be processed.

  
  Understanding your decision to discontinue our services, we would like to offer alternative options to address your concerns. We provide students with the flexibility to transfer to a new tutor or postpone their renewal date, ensuring that you can make the most out of the services you've paid for.
  We value your feedback and take all customer concerns seriously. If you have any further questions or would like to explore alternative solutions, please do not hesitate to reach out. Thank you!

   

  Customer Answer

  Date: 11/30/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I understand completely that, according to your policy, I cannot be refunded. I want it to be widely known, however, that your refund policy is shady, unprofessional, and boarderline criminal. Again, I will NOT be taking more classes. Not only do I not wish to use your services, I do not have a need for more classes. I have no more use for your services even if I liked your company. Yet you will keep my money for services never rendered to me. I ask you, how is that fair?

  I will steer everyone far away from your company, and I will never recommend your services. How simple you could've made this, and what a satisfied customer you could've had, if you'd only given me a very small refund. Yet here we sit, wasting everyone's time and resources.

  Regards,

  Caleb

   

   

• Initial Complaint

  Date:10/20/2023

  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 bought some tutoring hours for my son, the site was renewing the hours automatically without me approving that, I noticed that after a few months and contacted Preply, but they said we could refund only the last month and I had to use the renewed hours. After a few back and forth emails they insisted that the could not refund my money.So I was charged for tutoring hours that I did not need without my permission .

• Initial Complaint

  Date:08/17/2023

  Type:Product Issues
  Status:

  AnsweredMore 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 paid for classes ***** X 3 based on the tutor's published schedule. My schedule was two classes per week for the first three weeks beginning July 25 but after the initial class, which was only $15, I never had a class. For three weeks, after the initial class, each ****** evening I would rush home from work only to log on to the class to find that my class had been canceled for that day. And this was after I had received a reminder email for class during the day. Six times I was tortured. I would rush home after receiving a reminder email that afternoon, only to learn that my class had been canceled about an hour before the time. There was never at least a day's notice of cancellation. There cannot be six emergencies each time my class was scheduled and therefore, I got tired of the shenanigans. After the sixth consecutive cancellation on August 9th, I contacted the company by chat and requested to cancel all classes and end my subscription with them. They are now sending me emails to tell me I can have a class with the same tutor whom I have already canceled along with the remaining classes. I need them to return my money.

  Customer Answer

  Date: 08/28/2023

  I have not heard from the business about my complaint after contacting Better Business Bureau.

  Business Response

  Date: 10/06/2023

  Hello!

  We are truly sorry to hear about the issue you have faced!
  Please write to our support via live chat or email ********************************** and we will be more than happy to assist you.

  Looking forward to hearing from you!

• Initial Complaint

  Date:08/01/2023

  Type:Billing Issues
  Status:

  UnresolvedMore 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 July 25, they took $44.10 from a checking account that I only use for my auto loan. As a result, this unauthorized charge ******** my account and I was charged a $34 overdraft fee. I have never heard of this company. I have never used this company. I have no idea who they are or why they charged me. This is 100% theft. Their customer service is garbage.

  Customer Answer

  Date: 08/11/2023

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

  Business Response

  Date: 10/06/2023

  Hello!
  
  We are sorry for the inconvenience caused!
  Please kindly get in touch with your support via live chat or email *********************************** we will more than happy to assist you.

  Looking forward to hearing from you!

  Customer Answer

  Date: 10/10/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as 

   

  I have tried contacting them multiple times. They do not respond back. 

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Don

   

   

• Initial Complaint

  Date:07/25/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 7-25-23 there was a charge of $52.50 placed on my credit card. I have never heard of this company and have never purchased anything from them. I have never done any kind of business with this company.

  Business Response

  Date: 10/06/2023

  Hello!
  
  We are sorry for the inconvenience caused!
  Please reach out via our live chat or email us ********************************** to get a more personalized help on your issue.

• Initial Complaint

  Date:07/23/2023

  Type:Product Issues
  Status:

  AnsweredMore 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.

  So I have been working with preply for several months. I went away on military orders and rescheduled my ****** for some time after that. I have 8 hours on my account currently which translates to $120. Due to personal reasons and a very hectic schedule I have asked for refund. They are saying they cannot refund my money because of their policy. Money doesnt EXPIRE.I do not have time to take ******s- the reasonable solution would be to give me back my money. They say they are keeping my money.This is theft. I WANT MY MONEY BACK

  Customer Answer

  Date: 08/02/2023

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

  Business Response

  Date: 10/06/2023

  Hello!
  
  We are sorry for the inconvenience caused!
  About the refund, we can issue a refund only if both following conditions are met:

  1.You didn't use any credits out of your current subscription;
  2.The transaction you wish us to refund was made less than 28 days ago.

  In your case, the transaction was made 90 days before you requested the refund, that is why unfortunately it was not possible to initiate it.

  Please reach out via our live chat to get a more personalized help on your issue.

  Customer Answer

  Date: 10/10/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  1. you do not just get to keep $120 because you make a policy that says you can keep it - GET REAL- This is theft

  2. I want my money back 

  3. I was on order for part of that time for the military 

  4. GIVE ME BACK MY MONEY
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Eden

   

   

• Initial Complaint

  Date:07/21/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore 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 paid for a tutor and the tutor said he was not taking any students and the company did not refund my money. The tutor turned off his messaging and I couldnt reply. I just want a refund and the company will not respond.

  Customer Answer

  Date: 08/01/2023

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

  Business Response

  Date: 10/06/2023

  Hello!
  
  We are sorry for the inconvenience caused!
  Upon checking the conversation with our support, I can see you have asked to transfer your balance to another tutor.
  
  If you would like a refund, please write to our support, and we will be more than happy to help you!

  Customer Answer

  Date: 10/13/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as 

  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

  I reject the response at this time. I have mailed a letter to support as requested and I have not received a refund. Please provide a refund and only then will I be satisfied. Thanks