ComplaintsforTutor.com, Inc.

• Initial Complaint

  02/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  05/24/2023 **** 513+ with score guarantee When I didnt achieve an improvement after the 3 month course they stated I didnt take the whole 7 hours for the **** practice exams; however, their refund policy says nothing about there being a minimum time for the exam (neither does the AAMC).When I pointed this out, they kept arguing that it wasnt enough time, even though that information was not provided in their terms and conditions.

  Business response

  02/16/2024

  We are certainly disheartened to hear that you were dissatisfied with your experience at The Princeton Review.  We understand preparing for the **** can be stressful, and we strive to assist all our students with navigating this process successfully.

  The requirements of the Money Back Guarantee are designed to give our students the best possible chance of achieving a higher score on the ****.  When our students fulfill all these requirements, they are more likely to obtain an increase in their **** scores.  We communicate these guarantee requirements to all our students in various ways throughout their course experience detailed emails from office staff, our **** Student Guide, acceptance of our Terms & Conditions (************************************************************************************) at enrollment, and public postings (******************************************************************) on our website. 

  We acknowledge that you completed three of your practice tests with improper timing:  you completed Course Test 1 in 11 minutes 33 seconds, Course Test 2 in 52 minutes 0 seconds, and Course Test 5 in 1 hour 58 minutes 9 seconds.  Unfortunately,we cannot guarantee a score improvement if a student does not complete all assigned practice tests under proper timing conditions.  The guarantee terms on our website further clarifies our expectations in regard to how students complete their required course assignments: 

  We present the work you must to do to benefit fully from your program in several ways: through communication from staff, including teachers, tutors and administrative staff; through the structure of our online and printed materials into lessons and homework; and through additional supplemental documents variously described as syllabi, student guides, etc. An important component of completing this work is for you to do it over a period and in a sequence that we have designed to maximize the results you can expect.It is your responsibility to consult the available resources and to contact us for any additional support you may require in understanding what is expected. We strive to be reasonably flexible in accommodating individual circumstances. However, we reserve the right to view a student as not having completed the work required to be eligible for this guarantee should there be clear indication that actions were taken by the student to give the appearance of completion without regard for the timing or purpose of the work.

  While we realize your disappointment that you were not eligible for a refund under our Money Back Guarantee, we are delighted that you qualify to repeat your program at no cost through our Satisfaction Guarantee (******************************************************************#!satisfactionGuarantee).  We encourage you to reach out to us to fully utilize your Satisfaction Guarantee and continue in your **** preparations. 

  Customer response

  02/22/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   Their money back guarantee does not state a minimum amount of time to complete the exams, and when I stated this they kept feeding me the information that there was a minimum test time, without giving a minimum test time.
  

  Given I completed the course within the parameters stated in the course and within the parameters that were clearly stated, I feel that their response and quoting an unstated parameter is just an excuse to not refund me the money back guarantee.

   

  I spent 3 months in the course and an additional half of a month preparing for the ***** Given the plethora of classes, practice exams, and preparation for the exam, I should have increased my score from my initial score of 488. My score actually dropped to 487 after all that time spent in the course. Given that I met the parameters of the course, I honestly dont understand where they get this information from that I didnt meet a minimum time when that minimum time was never stated in the terms and conditions.

   

  Im just trying to exercise my right to their money back guarantee after wasting 3.5 months in their program and decreasing my score along the way.

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  02/27/2024

  Again, we are disheartened to hear that you were dissatisfied with your experience at The Princeton Review.  We understand preparing for the **** can be stressful, and we strive to assist all our students with navigating this process successfully.

  Three tests were taken with improper timing: you completed Course Test 1 in 11 minutes 33 seconds, Course Test 2 in 52 minutes 0 seconds,and Course Test 5 in 1 hour 58 minutes 9 seconds.  With breaks these are 7.5 hour exams. Unfortunately,we cannot guarantee a score improvement if a student does not complete all assigned practice tests under proper timing conditions.  The guarantee terms on our website further clarifies our expectations in regard to how students complete their required course assignments: 

  "We present the work you must to do to benefit fully from your program in several ways: through communication from staff, including teachers, tutors and administrative staff; through the structure of our online and printed materials into lessons and homework; and through additional supplemental documents variously described as syllabi, student guides, etc. An important component of completing this work is for you to do it over a period and in a sequence that we have designed to maximize the results you can expect.It is your responsibility to consult the available resources and to contact us for any additional support you may require in understanding what is expected. We strive to be reasonably flexible in accommodating individual circumstances. However, we reserve the right to view a student as not having completed the work required to be eligible for this guarantee should there be clear indication that actions were taken by the student to give the appearance of completion without regard for the timing or purpose of the work."

  While we realize your disappointment that you were not eligible for a refund under our Money Back Guarantee, we are delighted that you qualify to repeat your program at no cost through our Satisfaction Guarantee.  We encourage you to reach out to us to fully utilize your Satisfaction Guarantee and continue in your **** preparations.

• Initial Complaint

  01/24/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I enrolled in The Princeton Review LSAT 165+ Live Online course, which began in January. The company failed to successfully host 2 of the first 3 classes, resulting in schedule changes and missed educational opportunities. I requested a refund for the course, which I did not receive in full. The company refused to refund $200 worth of books (4 books total) that I was REQUIRED to purchase in order to enroll in the course. I was also required to write in 1 of the 4 books for the first day of class. Now, they are saying that since I wrote in the book (again, I was required to), they will not refund the cost of the books. Not only did they fail to follow through on their promise as a business, but I now feel they have stolen $200 from me.

  Business response

  01/24/2024

  Were sorry that your instructor was involved in a car accident for the first session and that during the second there was a tech issue. We made the exception of granting you a refund minus the books that were used. We recommend you continue your studies utilizing these materials and if you choose to enroll in another one of our LSAT courses within the next 12 months well credit these materials from your program.

  Customer response

  01/31/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  The business claims they could not refund me for the books because I used them. I was required to purchase four books that were mandatory for the course. I was then required to use one of the four books during the first class, at the instructor's direction. Considering this, the business should have allowed me to return the books (which I was more than willing to do) for a refund. Three out of four of the books were completely unused, and the one book that was used was done so at the instructor's direction. I should not be held financially responsible for the businesses failure to follow through on their promises. Offering to credit me for the cost of books if I enroll in another class is completely useless. Why would I trust The Princeton Review with thousands of dollars of hard earned money when they couldn't fulfil their duties the first time around?

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  03/24/2024

  A resolution was agreed upon directly with the customer. 

  Customer response

  04/01/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  ******************************************
  
  
  
   
  
  

• Initial Complaint

  01/12/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I paid $2190 for my child to receive practice tests for the SAT test.The information the company sent was not on the test!Atleast 28% of the material or questions were NOT on the SAT test.How doI know this ? My son is ranked #3 in his school in fact he is one of two students who received 100% grade in math he takes the hardest classes the school offers. He is a proficient student and spent 10 weeks studying for this exam. His grade was terrible on the math portion since what he studied and what I paid for was not on the test. This is a terrible company taking advantage of both children and parents.They give a faulty first test that is so easy compared to the real test your child is going to easily score higher on the real test. This is the companys hook to lure in the public. They refused my refund. My kid did not get **** as in the practice test they give you. Its such a terrible thing to take advantage of kids. My son found this company and brought it to my attention. He said dad this will help me get a better grade. When you pray on children thats when I draw the line. If the real test had the practice test questions I would not comment but when almost a third of the math questions were not on the test and my child has to have a bad grade thats unacceptable. I will *** and let everyone know what this company does!

  Business response

  01/17/2024

  We're sorry to hear your student didn't reach their goal score. The student had 10 outstanding homework assignments from Class 8 forward that were submitted the night before the official exam, past the homework due dates. The homework submitted past the due dates out of cadence with the course syllabus negatively impacts student guarantee eligibility. The student improved 180 points which is above our guaranteed score improvement from the starting score. We accept from all students prior official scores (PSAT or SAT) as a base score for calculating improvement. You're welcome to submit an official PSAT or SAT score taken prior to the start of the course for consideration as the baseline test for score improvement. Otherwise, you do qualify for the Princeton Review Satisfaction Guarantee. The Satisfaction Guarantee allows you to re-take your class (same test type) of equal or lesser cost, or to extend your online Student Portal access one time at no cost, anytime within one year of the end of your original program. Our guarantee terms are available on our website.

  Customer response

  01/24/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   This is a total scam! My son did the required homework assignment every time on time. Its not his fault the website timed out and he had to resubmit the assignment. This *************** has a long history of taking advantage of American youth. The Offer to retake the test is a waste of time since 25% of the math questions are not on the test! what they have you study is not in the SAT test .A full refund is required anything else is unacceptable. What a terrible company they sell old test questions to young high school students knowing they want to improve their scores. And by the way since I fell for this scam, my son has been getting letters from all types of companies calling themselves ******* trying to sell us summer internships that have nothing to do with ******* for $1600 Im sure we are on some list now that we fell for and paid $2,000 to the Princeton Review. I believe they sold our information to these companies or own these companies to try to make even more money from high school parents who are trying to help thier children get into a proper college. How low can you go to take peoples money for education of their children and sell them outdated or information thats not even on the test.its outrageous this is the first time I complain about anything on the BBB.

  my review online will state exactly what took place so other parents are aware of what took place with this *************** who calls themselves the Princeton Review!

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  01/29/2024

  Again,we're sorry to hear your student didn't reach their goal score. The student had 10 outstanding homework assignments from Class 8 forward that were submitted the night before the official exam, past the homework due dates. The homework submitted past the due dates out of cadence with the course syllabus negatively impacts student guarantee eligibility. As was stated before, the student improved 180 points which is above our guaranteed score improvement from the starting score. We accept from all students prior official scores (PSAT or SAT)as a base score for calculating improvement. You're welcome to submit an official PSAT or SAT score taken prior to the start of the course for consideration as the baseline test for score improvement. Otherwise, you do qualify for the Princeton Review Satisfaction Guarantee. The Satisfaction Guarantee allows you to re-take your class (same test type) of equal or lesser cost, or to extend your online Student Portal access one time at no cost,anytime within one year of the end of your original program. Our guarantee terms are available on our website.

• Initial Complaint

  09/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My son is enrolled into their ****+ SAT online course. The course includes 12 live ******s and a few office hour for help. There is also a 24/7 on demand tutor function which is part of the course. Several ******s out of the 11 ******s my son had, the instructor had asked the student to work on practice test which lasted an hour long during class time on their own which is not what the ****** is for. We login to the office hour which is part of the course offering and the instructor isn't online. We reported to customer service before the office hour ends and was told they can't contact the instructor, they can only send our concern to their customer service team. The 24/7 on demand tutor is a scam, we could not connect to a tutor who didn't have technical issue. All in all, Princeton Review did not do what the course said and the instructor did not conduct the ****** as it suppose to.

  Business response

  09/29/2023

  Everything was discussed directly with the customer and weve assured them their satisfaction guarantee is in place and were committed to helping their ************* their goal score and get into their dream school.

  The office hour is optional for students. The teacher held the session but after answering questions for the one student that attended then left the teacher left as well.The instructor should have stayed longer and will be hosting another session available to all students.

  One session was more focused on drills than is typical but this was due to a lost pen for the tablet that is needed when teaching. Drills from the next session were bumped ** in order to allow for the arrival of the replacement pen. Its not ideal but our instructors problem solve issues rather than cancel/reschedule sessions.That being said, near the end of the type of program their registered for is typically geared towards drills to troubleshoot in real time any issues students might still be having with implementing the techniques.
  

  The tutor assigned during the on-demand tutoring session had tech issues that couldnt be quickly resolved. Were working through this with the specific instructor.

  Customer response

  10/02/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  *****************
  
  
  
   
  
  

• Initial Complaint

  08/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took an mcat course where I was told if my score doesnt improve by 13 points and I followed all there requirements that I would get a full refund. The course cost me $ ******* . My score only went up 5 points. When I put in for the refund they said I completed all the required work but some of the of the assignments at the last week were completed too fast. This is just an excuse not to give me a refund. I put in an enormous amount of time and effort into this course. This was for my future. I expect a full refund as of what they told me when I signed up for the program.

  Business response

  08/28/2023

  This issue was resolved directly with the customer. 

• Initial Complaint

  05/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  $2454.37, Dec 2021 to May 2023, MCAT Course I signed up for an in-person MCAT course in ******** in late 2021. On Dec 2, the course was canceled due to "low enrollment". That email told me to sign-up for another course, but it'll have to be online. I have a vision medical disability and can't stare at the screen too long. I emailed to see if I can sign up for another in-person course. Then I called to ask, and the support staff told me to enroll in a LiveOnline course for now and they can switch for me later. I did that. In fact, I had to switch a couple of times because I wanted to make sure I extend that window so that one day, I can switch back to an in-person course option. This was what I was asked to do. I preferred to cancel, but TPR told me I couldn't, even though they failed to provide the service I paid for. I have since learned that my friend who also signed up was able to cancel. I find it deceiving that support staff told me I could not. But that was OK: my payment process was already a hassle - I had a Scholarship and asked them to pay. They could only pay through a check directly to TPR, so I paid via my credit card, waited for the check from the scholarship to TPR to clear, then got money back on my CC.Spring 2023, I saw that there's an in-person course in *** this summer. Since I'll be there, I called to ask TPR to honor their agreement to enroll me in this in-person option. I called and emailed many times with no resolution. Finally, a manager dismissed me by giving me the option of receiving a 20% off, non-stackable coupon so I can pay for a new course. (WTF?!) I never saw a day of instruction from my first payment! My participation was 0 on that course (as instructed) and they can see it.I want to be enrolled in an in-person course. I can consider a partial refund if and only if I get the course recordings because now I can't even access materials from that class they made me sign-up and pay for anymore (access is $899. Outrageous).

  Business response

  05/17/2023

  We worked out a solution for the customer to provide them additional support for an upcoming test date while also extending their past access.

• Initial Complaint

  01/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We contacted The ********* ****** on 12/23/22 to enroll our twin children in their SAT preparation program.We then paid a deposit using our bank debit card of $1,720. However within an hour we were advised against using The ********* ****** and called the service back to state that we would like to cancel.The transaction was cancelled immediately as we never signed a contract and we told we would get our refund in 5-7 business days.We have called The ********* ****** countless times : first they said our bank refused the refund so I put them on the three way call with the bank and this was not true. Indeed a bank cannot refuse deposit of their customer's own money but ********************** ran with this deceptive narrative for weeks.Finally on 1/11/23 I was able to speak with someone who stated they were sending us an urgent check in the morning.As of today, we have not received our money back.

  Business response

  01/22/2023

  The customer asked for a refund and when processing this back onto the original form of payment it was declined. This is unusual. We did join a call with the customer and a rep from their bank. The bank rep confirmed that they were not accepting the refund and this was with the customer on the same phone call. At the request of the customer we tried several more times to issue a refund and it failed. The next step was for The ********* ****** to issue a paper check which takes at least 3 weeks. Weve rushed this where we could and the check is being mailed to the customer this week. Weve also sent the customer an image of the check for confirmation.

• Initial Complaint

  11/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  The Princeton review program is $3249 for MCAT. We purchased earlier this year for the program that started in May 2022 through the end of July. My daughter had met program requirements along the way, this was confirmed by one of Princeton Reviews employees who verbally told us prior to taking the McAT in early September 2022 that we had 1 assignment and 2 practice tests left to take and then wed be complete, meet requirements for the better scores guarantee and be eligible for a refund if her score was not at a certain number. He reviewed her McAT practice test and gave us the number that she was guaranteed to get or would get a refund. She did not get this number and when we submitted for a refund, they started to give reasons why she wasnt eligible, these reasons were not discussed by the rep we talked to in early September, i believe it was on Sept 6 or 7th. He explained the 3 things to complete to be guaranteed. I feel that they are operating as a fraud since they didnt live up to their guarantee, the rep confirmed we were eligible then they started to make up things to say we were not. Im seeing reviews now from others in this same situation and they should not be allowed to operate fraudulently. The program is a lot of money and they are living up to their promise. The assigned rep ****** guide you, ****** tell you if you didnt take the right practice test that the website led you to, they do this fraudulently on purpose to point out why the guarantee ****** apply to you. Princeton Review is ripping people off and getting away with it!

• Initial Complaint

  09/14/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  10/08/2021 $1500 I enrolled in a program to help pass a dental school admissions exam test called the **** The company guarantees a score will be obtained. I had military obligations where I was tasked to deploy and the company will not give me my money back. I also took the exam and did not receive the score they guarantee and the company will not give me my money back. I am a single mom with two kids I need this money to use towards more course study material because I need to pass this exam that caused $415. I honestly just want my money back, the company guaranteed a score and will not give me my money back. I have been asking for a refund and they keep giving excuses that do not apply. They said I have to take a practice exam in 5:15 minutes but I use disability services so I get unlimited time on the exams. Then they offered to enroll me in a course when I came back from being deployed which I finished and took the official exam and I did not get anywhere near the score guarantee they promise. The number for the score they guarantee is a scam and I just want my money back.

  Business response

  10/03/2022

  Our ultimate goal is to provide our students with every opportunity possible to succeed on the **** We've worked with the student in the past and continue to do so to offer a specific solution to their needs.

• Initial Complaint

  05/20/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My complaint is against online tutoring with ********************************My 15 year old daughter tried to subscribe to their online tutoring service using our credit card but it seemed to not work because upon trying to access the online service it denied enrollment. We gave up and ended up using a face-to-face tutor elsewhere.A few months later we noticed a monthly $179.99 subscription charge from their company. There is no way to contact them by phone so I sent them a message asking them to cancel and refund, they didn't reply. After a few months and contacting once or twice more, they finally replied. They charged me monthly for 7 months starting October 2021 and only refunded me the last two months which are the March and April 2022 charges. When I questioned their integrity stating why they didn't reply to earlier messages or refund all the charges if they can clearly see themselves that I used none of the allocated monthly tutoring hours I "bought", they simply didn't reply, as usual. I want the total amount charged refunded to me, so the remaining $179.99 charged monthly for the 5 months they didn't refund, a total additional refund of $899.95.I also think they should be ashamed that a service that exists to help kids improve in school is greedy in such a manner.I'm attaching the last email Is sent them 2 weeks ago, and they of course didn't reply since then.

  Business response

  05/25/2022

  We've reviewed the account and notified the customer. The charge was an error and the student never used the ********************** We've issued a full refund.

*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. ↩