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:12/09/2023

  Type:Customer Service 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 applied to act as a freelance English tutor on the Wyzant.com platform. I was rejected. However, Wyzant posted my tutor introduction video on their ******* page for Tutor Spotlights, alleging I am an active tutor connected with their online services. I would have liked to have been highlighted and also a tutor at Wyzant, but they rejected me because they don't consider the possibility of using professionals as tutors (they don't innovate). Now, Wyzant is using my image, likeness, voice, and possibly IP, against my authority as I never consented to them using my video without remuneration, for Wyzant's, and solely Wyzant's, financial benefit or gain. This is a misappropriation violation. I have made it clear to Wyzant that I expect my video to be removed from their ******* channel and all other platforms and social media they touch or have control over, yet they have done nothing to comply.

  Business Response

  Date: 12/12/2023

  When ************** initially submitted a tutor application, the provided qualifications and information did not meet the outlined standards and as a result, it was not approved.  At that time, ************** was told she would be eligible to reapply after 6 months if desired, which she opted not to do. 
  
  ************** contacted Wyzant's Customer Support Team regarding this matter approximately 48 hours prior to the submission of this complaint. Given expected processing and response times, the referenced video has now been removed as requested.

  Customer Answer

  Date: 12/12/2023

   
  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.

  Thank you so much for your assistance with this matter, it has been resolved as of this morning. Much appreciated.

  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:11/29/2023

  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.

  I was a tutor on the platform specializing in quantitative subjects with multiple glowing reviews. I suddenly had my account deactivated WITHOUT A PRIOR WARNING for violation of 18c claiming that I was taking payments outside the platform.However, I never did this and even if I had, it would have been much more prudent to give me a warning before deactivating my account. Then ban the account if they continue violating the ToS. People don't remember every detail in the terms and conditions.Also, Wyzant claims that I had a chance to defend myself with statements showing I hadn't been taking payments outside the platform. But there isn't any way I could show evidence that I DIDN'T take Wyzant students off the platform. How would one be able to show that?In summary, I am appalled by their lack of respect for platform users (tutors and tutees).

  Business Response

  Date: 12/06/2023

  This users account was removed in accordance with Wyzant's terms and conditions, available on wyzant.com, which were agreed to when creating an account.  ********************** reserves the right to remove users in violation of these terms and and as such, we have opted not to list a profile for this user going forward.

  Customer Answer

  Date: 12/06/2023

   
  Complaint: 20933085
  
  I am rejecting this response because:
  I didnt commit the alleged actions.

  
  Sincerely,
  
  *************

  Customer Answer

  Date: 12/12/2023

  I got this email. There is no way I could possibly dispute this. The only thing I could do is ask every one of my clients if I ever accepted payment off the platform but I don't even remember who all my clients were. In other words, I don't have any means to disprove wyzant's claim and they're booting me without proof.

  Business Response

  Date: 12/14/2023

  This users account was removed in accordance with Wyzant's terms and conditions, available on wyzant.com, which were agreed to when creating an account.  ********************** reserves the right to remove users in violation of these terms and and as such, we have opted not to list a profile for this user going forward.

  Customer Answer

  Date: 12/14/2023

   
  Complaint: 20933085
  
  I am rejecting this response because:
  
  Once again, they have provided NO evidence that I committed violations of their rules. I didnt violate their restrictions and they are claiming I did without disclosing proof or evidence that I went against their rules. This is a grossly unethical practice.

  
  Sincerely,
  
  ******

• Initial Complaint

  Date:11/02/2023

  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.

  Wyzant is absolutely horrible. They punish the student, but the tutor gets to stay on the platform. I asked a tutor how to do a question for a class, and instead of saying no, the tutor asked for my email and sent an answer. I wanted to check over my work and not do video because baby was sleeping. I did not know this was against policy. Therefore, they terminated the account without any notification, and again the tutor is still actively working. A tutor also charged a full hour even though they weren't able to assist and said the content was out of their scope. Still don't understand the double standard, I suppose because money from the tutor is still going to them and Wyzant is profiting. Not even a warning, which is ridiculous.

  Business Response

  Date: 11/10/2023

  This users account was removed in accordance with Wyzant's terms and conditions, available on wyzant.com, which were agreed to when creating an account.  ********************** reserves the right to remove users in violation of these terms, as well as to not to facilitate continued services.  As such, Wyzant has chosen not to provide an account for this user going forward. 

• Initial Complaint

  Date:09/28/2023

  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 have attempted multiple times to create an account at ********************** for finding a math tutor and I am unable to do that, as soon as I create my account ********************** shuts it down without any explanation and I cannot get any help with my maths

  Business Response

  Date: 10/05/2023

  This users account was removed in accordance with Wyzant's terms and conditions, available on wyzant.com, which were agreed to when creating an account.  ********************** reserves the right to remove users in violation of these terms, as well as to not to facilitate continued services.  As such, Wyzant has chosen not to provide an account for this user going forward. 
  
  

  Customer Answer

  Date: 10/12/2023

   
  Complaint: 20667934
  
  I am rejecting this response because:
  

  I reject this response because nothing was communicated to me before, I have been using Wyzant for sometime and then all of a sudden they closed my account without telling me anything.  I have asked them multiple times why they have closed my account but they do not tell me the reason.  My son also tried to open the account but they closed his account for no fault of his, he is in high school and wanted to have some tutoring from Wyzant. They behave as if we are criminals and not supporting the student in any form what is the policy to not talk to the tutors and ask them for advice?? There policy is not compliant with human values.  They are not promoting healthy atmosphere for students to learn. 
  I have called them multiple times and emailed and no answer is given to me all I get is your account is closed.  Tell me the real reason why they closed my account. 

  
  Sincerely,
  
  *****************************

  Business Response

  Date: 10/16/2023

  This users account was removed in accordance with Wyzant's terms and conditions, available on wyzant.com, which were agreed to when creating an account.  These terms include Wyzant's Payment Policies and policies regarding account usage. ********************** reserves the right to remove users in violation of these terms, as well as to not to facilitate continued services.  As such, Wyzant has chosen not to provide an account for this user going forward. 

• Initial Complaint

  Date:08/18/2023

  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.

  To Whom It May ********* am writing to request a full refund for a session I had scheduled on Sunday, 12 August 2023, at 1 pm EST. Unfortunately, the individual I was suppose to meet with did not show up I was billed $54 for this session. I have asked for Wyzant to review the video recording or check the login history of both our accounts to verify the situation. I want a resolution of this situation. The email address associated with this account is ****************************** Sincerely,**************************************, RN, MSN Inline image

  Business Response

  Date: 08/23/2023

  In looking into this matter, this user has been in communication with **********************'s Customer Support Team.  A resolution has been reached and this user is encouraged to direct additional questions or needs to the Customer Support Team.

• Initial Complaint

  Date:08/07/2023

  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 was seeking academic support for my competitive exam coming up in Sept-1. i searched for tutor and had session with 3 tutor thinking that they are good enough. I did not find the tutor who could help me learn strategy in span of 3 weeks instead they went on as consultation call in the first sessions. i did not find i could improve. And it seem they have 'Good Fit guarantee' policy where if you do not like tutor you can request refund. when i placed the request they closed my account immediately saying your money will be credited to your Wyzant account which was falsely implied by such tutoring business company. Such unethical way of committing fraud of students money. I haven't even begun the class yet and here they closed it. because I was asking for a tutor to do an assignment for me. So now they have closed my account without me being able to use the credit. A terrible, terrible business that said they can do nothing to reopen my account. Again, I simply made an initial consultation and now they have closed my account. i need my refund of $70 + $ 49= $119. back to be credited to my account they have taken in possession of.

  Business Response

  Date: 08/15/2023

  This user violated **********************'s Terms of Use previously and was informed at that time that they would no longer be able to have an account on the ********************** marketplace or utilize Wyzant's Good Fit Guarantee benefit.  As a result, when this user created a new account and requested the Good Fit Guarantee, the request was denied.  
  
  This users account was removed in accordance with Wyzant's terms and conditions, available on wyzant.com, which were agreed to when creating an account.  ********************** reserves the right to remove users in violation of these terms, as well as to not to facilitate continued services. 

  Customer Answer

  Date: 08/16/2023

   
  Complaint: 20436655
  
  I am rejecting this response because:

  1) on the name of Fit guarantee Policy they take money from your account even though the tutor is not good enough to teach you on that subject.  There are tutors wo do not have even background check and they are assigned few hundred dollars as there fee.  I wanted tutor who are proficient on strategy to be taught. I had consultation class to check if they are good enough to guide me through strategy but tey are not efficient and if i am rejecting Wyzant terminates the account.  There are so many reviews itself in BBB where Wyzant frauds you and deletes your account.

  2) I have never used their account few years and they are in terms of education de-motivating a student who enroll and sincerely looking for good tutors.  Someone can be MCAT professional but not having their means to teach a student as the have no experience either having only few hours teaching MCAT (like ***** hours). thats ridiculous and they are tutors in Wyzant.  How can they guide you ?  who are itself studying and every min they charge you when half of thheir time they are assuming if answers are right or wrong in MCAT prep exams questions.

   

  I need my refund.

  
  Sincerely,
  
  ************

  Business Response

  Date: 08/21/2023

  It was determined that this user violated **********************'s Terms of Use and as a result, is no longer able to utilize the Wyzant marketplace.  Per the Terms of Use, Wyzant reserves the right to remove users in violation of these terms, as well as to not to facilitate continued services.  Wyzant's Good Fit Guarantee is available to students with legitimate, active accounts and each student is able to select a tutor based on their individual needs.  
  
  
  

• Initial Complaint

  Date:07/12/2023

  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.

  I reactivated my account and had $100 credit.Starting a new topic, I was seeking academic support. I made an inquiry to someone named ****************, and simply asked if we could have written correspondences as opposed to video. This is much easier for my work.****** proceeded to tell me that she didnt have a textbook and couldnt do my homework for me. I was shocked and offended. Nevertheless, I simply told her that wasnt my goal. I havent even begun the class yet.I was extremely polite. Moments later, I got a notice from ******* saying that my account was closed because I was asking for a tutor to do an assignment for me. I HAVENT EVEN STARTED THE COURSE YET! I DONT HAVE ANY ASSIGNMENTS. Not to mention I would never in 1 million years do such a thing.So now theyve closed my account without me being able to use the credit. A terrible, terrible business that said they can do nothing to reopen my account. Again, I simply made an initial inquiry, and now theyve closed my account.Grotesque and disgusting business practices.

  Business Response

  Date: 07/21/2023

  This user has been in contact with **********************'s Support Teams regarding this situation and communication is ongoing.  To clarify, Wyzant and the tutors listed on the Wyzant marketplace take academic honesty very seriously and err on the side of caution in this regard. This user is encouraged to continue communication to come to a satisfactory resolution.

• Initial Complaint

  Date:07/06/2023

  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.

  I tried receiving help from several PhD ******* in data science/R and causal inference. None of them understood basic R syntax, anything in my research even though I shared all the data, code, and write *** they requested. Some charge $200 an hour! The code advice is often wrong, clunky, or non-existent. The specific tutor today tried to charge me for zero tutoring, advice, or help in any way.The Wyzant tutors claim expertise in their fields and to understand the research topic, but after all the data, information, write ***, and code are provided they have no clue how to assist at all. Some try to charge after providing no assistance.I would like a credit for another qualified tutor to help me.

  Business Response

  Date: 07/12/2023

  In looking into this situation, it appears that no lessons were submitted to this user's account and as such, no charges were incurred.  Wyzant also offers a Good Fit Guarantee, which covers the first hour with a tutor if the meeting/lesson is determined not to be a good fit and the student is not going to continue with that tutor.  Additionally, this user has requested the closure and deletion of their account.  If this user wishes to continue with **********************, they are encouraged to reach out to Wyzant's Customer Support Team for additional assistance.

• Initial Complaint

  Date:06/28/2023

  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.

  On 6/28/23 Wyzant tutoring services deactivated my account stating that I used their services to cheat. I never used their services. I only inquired to get support or help. They sent me a message stating the laws stands and that I can no longer call there tutoring services or customer service regarding the deactivated account .

  Business Response

  Date: 06/29/2023

  When students register for an account and use the site (wyzant.com), they agree to follow Wyzants outlined terms of use and policies, including the Academic Honesty Policy.  Wyzant has been in contact with ************ regarding policy and procedural expectations.  If a user does not comply with outlined terms of use, Wyzant reserves the right not to list the services of any individual.  It has been determined that ************ violated Wyzants Academic Honesty Policy and as a result, we have chosen not to host ************ account going forward.

• Initial Complaint

  Date:06/18/2023

  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 have had a tutor referral account with ********************** for a number of years now. I have gotten excellent reviews from students and a very high rating. I have brought in much repeat business that Wyzant has benefitted from via its "cut" of the fees. I am a senior citizen and partly disabled and rely on tutoring fees to support myself>Without warning this past May 7, I received the following email from Wyzant:From: ********************* <******-**************>Sent: Saturday, May 6, 2023 12:31 PM To: ******-************** <******-**************>Subject: Your Wyzant Account Status Hello ******, After reviewing your account, ********************** is ending your access to its platform according to paragraphs 17 and 18(b) of the Independent Tutor Agreement <**********************************************************************************************>. It has come to our attention that a student requested that you complete work on his or her behalf. According to our records, you agreed to complete this work and as such, we will deactivate your account effective immediately.If you disagree with this action and wish for us to reconsider, then within 10 calendar days from this notice, you may provide Wyzant with documents or other information for review.Regards,The Wyzant Team -------------------------------Please note that there was no real explanation for this action, no specifics, just a general reference to the Independent Tutor Agreement, which itself is somewhat less than specific.I immediately asked for clarification, but received none. I surmised it might have something to do with a student request that seemed to be asking me to take a test for them. If Wyzant had been privy to the actual phone conversation that took place in response to the student request, they would have seen that I offered only to help the student PREPARE for the test using sample questions he was furnished by the instructor for that purpose. Although the student originally accepted my offer, he failed to follow up and no session of ANY kind occured.Wyzant's email states that I had the option of appealing their decision, and I emailed them all of the above information, along with a copy of the SAMPLE quesions -- which were dated before Wyzant even emailed me. I again received no response whatsoever. Finally I called their customer service number Several days later, I received the following from them:From: Wyzant Sent: Friday, May 19, 2023 9:26 AM To: ********************* <******-**************>Subject: Re: Your Wyzant Account Status ##- Please type your reply above this line -##Customer Support ******************************, 2023, 9:26 AM CDT Dear ******, Your profile has been closed according to paragraphs 17 and 18(b) of the Independent Tutor Agreement. Based on the information you provided, we will not reactivate your account. ********************** considers this decision to be final and a representative will not be made available to further discuss this matter. Regards,The Wyzant Profile Review Team www.wyzant.com Questions? Visit our Help Center!This email is a service from Wyzant. Delivered by Zendesk -------------------Please note that this simply reiterates their first email, with no more specifics than there were there, as well as no addressing or even recognition of any of the points I had offered in my appeal. Further, the harsh wording of the email seems to express anger over the fact that I had CALLED **************** when I got no response to my appeal.I would argue that all of this adds up to unfair business practice -- arbitary, heavy-handed, and totally devoid of any fair process. Indeed, I would submit that even if someone DID violate their terms and conditions, that decent and fair business practice would dictate that they receive a fair and SPECIFIC warning and an "(at least) two strikes you're out" policy.

  Business Response

  Date: 06/23/2023

  When ************ registered to create an account and use the site (wyzant.com), he agreed to follow Wyzants outlined terms of use and Independent Tutor Agreement.  Wyzant has been has been in contact with ************ regarding policy and procedural expectations on several occasions, including the Academic Honesty Policy.  If a user does not comply with outlined terms of use, Wyzant reserves the right not to list the services of any individual, and we have chosen not to host ************** profile going forward.
  
  

  Customer Answer

  Date: 06/26/2023

   
  Complaint: 20203668
  
  I am rejecting this response because:

  It should be noted that Wyzant's response simply repeats the same unspecific references to terms and conditions (that are themselves general and unspecific) that were offered in their previous two emails (which I included in my BBB complaint). They don't seem to be willing to offer ANYTHING more concrete or specific. (And this was a significant motivating factor in my filing a complaint with the BBB.) Also, although their original email indicated that I could appeal their decision, at no point subsequently have they been willing to address or even acknowledge the points I made in my appeal to them -- an appeal that had to be made essentially blindly in the face of the lack of specifics I had been given. I would again  submit that even if an instructor did in Wyzant's opinion violate their terms and conditions (which I sincerely believe I did not), it would constitute reasonable and fair business practice to give the instructor fair warning and the benefit of the doubt (and at worse a temporary suspension) before taking the extreme and punitive actions that they did in my case.
  
  
  Sincerely,
  
  *********************

  Business Response

  Date: 06/29/2023

  Communication, including warnings, was sent to ************ before the removal of his account.  It was determined that ************ violated Wyzant's Terms of Use, including the Academic Honesty Policy.  As such, Wyzant has decided not to host **************** profile going forward.

  Customer Answer

  Date: 07/01/2023

   
  Complaint: 20203668
  
  I am rejecting this response because:

  Once again, Wyzant states claims, but without much in the way of specifics or substantiation. However, I would submit that it would be relatively simple for them to provide substantiation:
  
  
  #1: "Communication, including warnings, was sent to ************ before the removal of his account."
  
  I don't recall receiving any communication that fits their description above. And in neither their email of 5/7 closing my account nor in the one of 5/21 ostensibly responding to my attempt to appeal nor in their first response to the BBB was there any reference to these previous communications. If Wyzant will provide copies of these earlier communications, it would be possible to see if they actually contained a clear and fair warning of any kind, as opposed to just the same kind of vagaries which has regrettably characterized all of their recent communications.
  
  #2: "It was determined that ************ violated Wyzant's Terms of Use, including the Academic Honesty Policy."
  
  Can Wyzant state which SPECIFIC terms and conditions I allegedly violated and what specific ACTIONS on my part violated them? On the other hand, if they continue to be unwilling/unable to do so, then it might be reasonable to conclude that they had jumped to conclusions based on misinformation/misinterpretations and are now unwilling to admit of the possibility that they made a mistake/overreaction. It would arguably not be good or fair business to do so.
  
  Sincerely,
  
  *********************