Our experience was very disappointing. We retained the services of Madison, a math tutor. The process went well initially, but then she got sick, just days ahead of our son's final calculus exam. Once she felt better, two days before his exam, in spite of previously arranging to come to our home for one hour, she cancelled the session with a text, and refused to accept any further calls or messages from us. We brought this to the attention of First Tutors, and their solution was to waive their $10.00 administration fee the next time we needed to hire a tutor. Their idea of holding her accountable was to let our numerical 1/5 rating stand but our negative review would not be posted unless SHE chose to do so. First Tutors indicated that if a "pattern" of poor feedback was evident, they could remove a tutor from their site. Seems a bit odd when commentary is requested, but only posted if it's positive. If a site asks their customers to provide both ratings and commentary they have an obligation to post everything. Otherwise the data is manipulated creating a false, more positive outcome commentary for each tutor, If potential clients cannot validly and reliably determine that the tutor they are about to hire is as good as they appear to be, then it brings into question First Tutors entire tutor evaluation model.