I J.’s Reviews of FirstTutors & more

i's Profile

Review 1
First Reviews
0
Votes 13
Thank Yous 0
Fans 0
Profile Views

198

Contributor Level

Total Points

Tutor

12/5/17

I feel that this company provides a service biased towards their student clients with no commitment towards their tutors. I feel that this company should publish reviews from ethical and truthful clients only.

I agreed a discounted price for 2HRS lessons. Only after the first class, the client asked me to provide them 3HRS of my time at the price of 2HRS as this is how it is done in HONGKONG (the client recently immigrated from HongKong). I suggested that it will cost them extra (as we only agreed a price for 2hrs class & not 3 hrs) and hence I got a review saying that I care more about the money than the welfare of the student!

I explained the situation to the customer services and requested them to remove the FALSE feedback provided by this client. The customer team said that they cannot remove the review as it is NOT A QUESTION OF WHO IS RIGHT AND WHO IS WRONG, but clients opinion and that they do not have a right to remove this opinion (eg it is not rude, racist or untrue). I was shocked as the staff FAILED to see this as an UNTRUE review! The client provided incomplete information (which was not untrue) and it was accepted by the company. I provide the company with complete information of the situation which proved that the clients' review was UNTRUE. For that reason I felt that the clients review should have been removed from my profile.

Further, the staff ignored the fact that this client made an attempt to obtain my contact details without purchasing it which is against the rules of the website. They ignored the fact that I gave a 50% discount on the introductory lesson and agreed for more discount on further lessons. They also ignored the fact that the students parents asked for tutoring GCSE maths but the student expressed his intensions of doing AS-level maths. The staff ignored the fact that the client did not make their intensions clear before the first class and try to enforce 3hrs of service at the price of 2hrs only after the first class. The staff ignored that fact that the student thoroughly enjoyed the lesson and said that NO ONE HAS TAUGHT HIM IN THIS WAY BEFORE. The student also mentioned that his PREVIOUS tutor gave him formulas and asked him to memorise them, which clearly shows that this is not the first time this client have made changes to their tutoring arrangements.

Comments (0)
17.6K Views

Helpful (13)

Thank you

First-Tutors c. – FirstTutors Rep Over a year old

Dear Tutor,

We sincerely apologise that you were disappointed with First Tutors. While we understand that does not change your experience, we take your concerns seriously and want to make the situation right.

The private forum is available for both tutors and tutees to discuss tuition requirements. We don't permit passing contact details at this stage and any users who try to bypass the system are contacted by our moderators - who give advice on how the website works and how to proceed. Our system will automatically block contact details that are exchanged prior to payment so the student in question would have been contacted with advice on how to confirm you as their chosen tutor.

With regards to your concerns surrounding feedback, First Tutors allow all existing clients to leave feedback. These are users who you have accepted to teach by confirming them as your tutee. We strongly believe in maintaining the integrity of our feedback system and core to that is allowing students to express their real opinions of the working relationships formed through our service. As we don't manage the ongoing relationship once a match leaves our service, we are unable to judge what has happened - so it would be unfair to both tutors and our clients to allow these ratings to be removed. The best course of action is always to attempt to resolve any issue or misunderstanding as quickly and efficiently as possible. You can address a low rating by reaching out to your client and see if they'd be willing to help you better address the issue they reference in their feedback. Communicating like this may lead a client to edit their review and also help repair the relationship.

Our values include transparency and openness, so once a tutor has been reviewed by a client, we don’t remove their review. You can refer to our Terms & Conditions, ‘provisions that specifically apply to tutors’ clauses 4.6-4.9 for our full feedback policy. We do have further advice to offer all tutors in relation to our feedback policy and how to handle a negative rating and would be happy to discuss this with you in order to have this issue resolved.

Please contact our customer service team at https://www.firsttutors.com/uk/contact-us.php and we'll begin working with you to find an acceptable solution as soon as possible. We look forward to speaking with you and again apologise for your experience.

Kind Regards,
Sarah
First Tutors