Complaints

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

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  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:07/06/2023

  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.

  Deceitful Practice of charging to credit card and then deleting hours without services being rendered. Over the course of 5 months from January 2023 to May 2023 I was charged $1009.50 which would've paid for 50 hours of tutoring but instead I only received 26 hours. In the month of February and March I was charged twice. They claim their policy is that you have to use the hours before 30 days are up but when I am charged twice there is no physical way to use the hours before PrePly deems they are expired. This practice is deceitful. I tried several times to contact them but they correspond through ***S and if you get anyone via chat (usually an hour after the *** chat) they just repeat that there is nothing they can do. They have your money and you don't get services.

  Customer Answer

  Date: 07/17/2023

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

  Business Response

  Date: 10/05/2023

  Hello!
  
  We are sorry for the inconvenience caused!

  Here is how it works: when 28 days pass and a new payment comes, if you have lessons on your balance - the amount of lessons for one week of your subscription will roll over to the next month and everything else will be deducted. But if you have some lessons left and will not be able to use them you can schedule them for the future or you may change your renewal date, this way your lessons will not be written off.

  In your case, we have already returned 5 hours of credit to your balance, you can log in to your account, and conduct the lessons.

  Customer Answer

  Date: 10/05/2023

  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. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a re ason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is imp ortant to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Etty

   

   

• Initial Complaint

  Date:07/05/2023

  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.

  This company set up a tricky refund policy . if you are not login within three months, all of your unused money will be taken away. kind of scam. stay away from this web tutor company

  Business Response

  Date: 10/05/2023

  Hello!
  
  We are sorry for the inconvenience caused!
  When the payment is made in more than 90 days, As per Preply Refund and Payment Policy, the refund option for this payment will be already expired, and we cannot issue it to the payment method.

  Please contact our support, we can still restore your hours.

• Initial Complaint

  Date:06/30/2023

  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've purchased 7 classes from this company and only used 6. 2 days ago I tried getting a refund for the remaining classes and they told me they couldn't give me a refund because the payment was made more than 28 days ago, but this is not true since I paid for all the classes on Jun 15th. After trying to get a solution with 3 different people, the system automatically scheduled a class for me today, without my knowledge and approval and of course I couldn't take a class in such a short notice, which made me cancel the class less than 4hs ahead and forced me to pay for a class I didn't schedule. Their customer support is terrible, they use every different argument not to give you a refund and you don't have an online channel or phone number to speak with someone. Terrible company overall, I will never go back to them again and I'll advise people to stay away.

  Business Response

  Date: 10/05/2023

  Hello!

  We are sorry to hear about the inconvenience you have faced!

  Please note: according to Subscription Services Terms, 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, you have used some of the credits, that is why we couldn't issue a refund.
  
  Your lessons were scheduled automatically, because you choose to schedule weekly lessons.

• Initial Complaint

  Date:06/24/2023

  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.

  This company charges for language lessons monthly, but then if the tutor cancels or has no availability you still get charged. Reaching out to customer service never goes anywhere, and they continue to charge for services that aren't possible for the customer to use. They refuse refunds and just email back canned responses.

  Business Response

  Date: 10/05/2023

  Hello ***!
  
  We are sorry to hear about the inconvenience you have faced!
  In such cases, you can cancel the subscription, and you will not be automatically charged. You will still be able to take all the lessons you have subscribed to during the last renewal period. However, you will still need to schedule them to avoid losing the remaining hours at the end of your billing cycle.
  
  Another solution would be postponing the next billing date.
  
  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.
  
  Please write to our support, and we will be more than happy to assist you!

• Initial Complaint

  Date:06/19/2023

  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.

  I thought I would be paying for credits that did not expire every month on their subscription model. It was not advertised that they would expire so soon. Furthermore, their User interface is super confusing, so it is not clear every month which credits will roll over and which will not. It does not make sense to be paying for credits that expire when the service is advertised as learn at your own pace. Their customer support is also unhelpful and will never address the issue

  Customer Answer

  Date: 07/01/2023

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

  Business Response

  Date: 10/17/2023

  Hello Runtao, we apologize for any inconvenience you've experienced while using our platform. We're dedicated to improving our services and in turn each individual learner's experience with us. 
  To address your concerns about credit expiration and our user interface, please contact us via live chat or email at *********************************** We appreciate your feedback and want to assist you.
  For details on our write-off policy, please see our Subscription Terms of Service, section 2.2. Unused hours are written off at the end of each subscription billing cycle. To avoid this, students would need to schedule their lessons for any available date in their tutor's calendars. As long as the lessons are scheduled, they would not expire and can be used outside of their original purchase cycle. 
  We understand your frustration and are committed to resolving your issues with clarity and improved support. Thank you! 

• Initial Complaint

  Date:04/18/2023

  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.

  I paid **** euro on 21 September 2022. That was for 104 hours of which 14 hours have been used: that means that ******% of the service has been used, which translates to only ****** euro been used. That means Preply still owes me ******* euro.

• Initial Complaint

  Date:04/12/2023

  Type:Billing 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.

  Keep trying to charge my card never heard of this company .

  Business Response

  Date: 10/05/2023

  Hello!

   

  We are sorry for the inconvenience. It seems like you entered your card details into a platform, which is not secure and information has been leaked.
  
  I'm afraid, this may not be the last transaction, and they may use it on other platforms as well. Therefore, we recommend you contact your bank and make sure to close the card.

   

  If you have any questions, please get in touch with us via the live chat.

   

   

• Initial Complaint

  Date:04/09/2023

  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 was going to take ******s from a tutor on Preply and after my initial ****** it gave me a prompt to sign up for a subscription option. As it appeared to be a cheaper option I subscribed. However, after my first to ******s I realized I didn't have the time to take these ******s because I just started a new job. I am a disabled veteran and I was going to try to learn Spanish as a new skill to help me find work. I just started a new job and they don't require Spanish, however they do require a lot of my time. I requested a refund for the 10 hours that i didn't use of the subscription and they say I cant get a refund because I used two hours. But if I would have known that when signing up I would not have subscribed. Because you can get a refund for hours not used. They used deceptive tactics to lock me into spending way more money then I ever really intended. Now they will not give me a refund. I am a disable veteran and I have been out of work for three years an only started working 1 month ago. now I am out my money and I don't have the time to use the credits they are trying to provide me.

  Business Response

  Date: 11/18/2023

  Hello ******,

   

  We are sorry for the inconvenience.

  At the moment, we checked our system with the email you filed a complaint on BBB, there are no records of your email. If you could msg us via our live chat again, we would gladly look into your matter.

   

  Looking forward to hearing from you

• Initial Complaint

  Date:04/09/2023

  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 purchased hours from this company on auto subscribe. This company takes money from my account to pay for Spanish lessons. The tutor that I am working with cancels our lessons, so I have credit in my account. This company take your money if you do get use the class within a certain number of days (I think 30 days) and tells you it's in the small print of the terms of service sorry we are keeping that money now. So, they are allowed to just keep your money for a service you did not receive. How is that even legal? I would like a refund of all the money this company has stolen from me.This company is a absolute scam and no one should be able to do business like this in the country.

  Business Response

  Date: 11/19/2023

  Hello! 
  
  Thank you for bringing your concerns to our attention. We apologize for any inconvenience you've faced with your Preply experience.
  
  To clarify, our policy states that at the end of each 28-day billing cycle, unused hours, except for one week's worth of lessons, expire. However, scheduled lessons, even if outside the billing cycle, do not expire. Our write off policy / hour expiration is explained in our subscription terms of service ( page 2, section 2.3)  and in our help center ( How subscriptions work). We have attached screenshots of the exact sections where they are mentioned to help guide you. 
  

  We regret any inconvenience caused by your tutor's cancelations. In order to better assist you, please reach out to our support team with more information regarding your particular issue via live or through email at *********************************** We would be happy to review this situation and provide the ***************. Thank you! 
  

• Initial Complaint

  Date:03/08/2023

  Type:Sales and Advertising 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 charged me for hours of service then said those hours had "expired" without being used and refused to refund or credit those hours. The cost of those hours is $16. This is not a lot of money but I feel like this company should not be able to take my money without delivery of services or provide credit. I would like them to change this business practice because it seems to be fraud and theft.

  Business Response

  Date: 10/05/2023

  Hello!

  We are sorry for the inconvenience.

  Our subscription model allows users to have 1-5 hr/week, cancel or pause it anytime and also make free replacement with tutors of their choice. Users are charged every 28 days and are eligible for a refund (T&C applied). Looks like you had exceeded that particular time frame for us to be able to refund these funds to you.

  Please also note that these rules are public to you when you sign up and checkout. The help center also guides our users to these rules which is rather public for the users to refer to.

  To help you with this, we would like to know your feedback in detail. Kindly contact us via our live chat.

  Regards,

  Preply

  Customer Answer

  Date: 10/05/2023

  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. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  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,

  ******