The complaint has been investigated and
resolved to the customer's satisfactionResolved Tutoroo — Refuses refund request when it does not have a suitable teacher
resolved to the customer's satisfaction
This company is a scam, and if you have any issues be prepared for non-existent and unprofessional customer service where they charge you before lessons are confirmed, and refuse to offer refund if your preferred tutors are unavailable. The website has a disconnected customer service number and they actively avoid providing information about their policy.
I paid Tutoroo for lessons on 22/03/2021, where I contacted two tutors for availability. Both tutors were unavailable for in person meeting. When I requested a refund, Jericha from support would respond and say they'd passed it on to the local team. No one followed up promptly or would address my refund questions until I escalated it several times. Sophia from the local team only sent auto generated spam messages to the tutors about setting up a date to meet, which I had already communicated and determined both were unavailable.
This was written in reply by support:
"Please feel free to contact your next preferred tutor, just skip the payment page.
According to our refund policy, we can not issue a refund unless there is no tutor available to cater you.
Thank you for your understanding."
DO NOT USE THIS UNETHICAL COMPANY. The payment page cannot be skipped when sending inquiries to tutors. So not only are they charging payment beforehand, but pushing additional contact with remaining instructors I've reviewed and found not to meet what I am looking for.
I will NEVER be using Tutoroo again and will be reporting it to the ombudsman for their dodgy communication and policies.
The complaint has been investigated and resolved to the customer's satisfaction.