Important information
- Customer Complaint:BBB has received consumer complaints about Varsity Tutors which allege the company provided unknowledgeable tutors, cancelled scheduled classes without notice, and experienced difficulty obtaining a refund. The company has addressed all concerns brought to its attention.
Complaints
This profile includes complaints for Varsity Tutors LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 740 total complaints in the last 3 years.
- 183 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:09/30/2024
Type: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.
On April 23, 2024, we signed our son up for tutoring with Varsity Tutors. He had sessions from then until we ended tutoring sessions with his tutor on June 13th. Our son had no future sessions scheduled with Varsity Tutors but we were still getting charged for $329/mo for 3 more months. Thats $987 for no service! When we called to try to get a refund (twice) we were told our request was submitted, after we declined a hard sell for continuing tutoring sessions. However, instead of a refund, Varsity Tutors called back and offered 8 hours of tutoring service. We do not want or need that; we want our money refunded!Customer Answer
Date: 10/05/2024
This issue has been resolved to our satisfaction.
Business Response
Date: 10/07/2024
Varsity is in receipt of the Complaint filed by ******* *******. Although Varsitys attempts to make contact with Mr. ******* in response to the Complaint have gone unanswered, Varsity has effectuated what it believes to be an amicable resolution, and remains willing to discuss the Complaint with Mr. ******************* he wish to do so. Varsity is proud to be an affiliate of the BBB and values the relationship. If you have any questions or comments, or would like to further discuss, please feel welcome to contact us.Initial Complaint
Date:09/26/2024
Type: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.
On July 23rd my daughter signed up for what she thought was 4 sessions ($299 Varsity Tutors) of tutoring prior to her SAT. The tutoring sessions were completed and my daughter took the SAT. We thought that was the end of this transaction but we found out on 24 Sep that Varsity Tutors continued to charge $299 on Aug 24th and another $299 on Sep 24th. We immediately contacted Varsity Tutors and it turns out this was a subscription service. We had no use for this service since she already taken the test. My daughter did not receive any additional tutoring or access the account during those 2 extra billing periods so NO Service was provided by Varsity Tutors. Varsity Tutors have rejected our request for refund for those 2 extra months they charged without providing a service. We are seeking full refund for those 2 months. That is $598 charged with NO Service provided.Customer Answer
Date: 09/30/2024
Varsity Tutors issued full refund on 9/27/24 so this complaint can be closed.Initial Complaint
Date:09/25/2024
Type: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.
The complaint is against Varsity Tutors: weekly tutoring for jun through August and January through May - both in 2024. Paid 3500 for tutoring during this time. Got billed in September for August - 499 dollars that was first told will try to refund money but based on membership unless canceled payments automatically renew. Then told it was billed for services rendered. The 2nd week in August was the last time the services were used. The tutoring did not help the student pass the class. It was given for the same class both semester. Ask about a guarantee and told that was not the membership I had.Business Response
Date: 10/03/2024
Varsity is in receipt of the Complaint filed by ****** ****. Varsity contacted the Lanes upon its receipt of the Complaint and ultimately chose to provide a resolution that was satisfactory to them. Accordingly, it is Varsitys understanding that the matter has been resolved amicably. Varsity is proud to be an affiliate of the BBB and values the relationship. If you have any questions or comments, or would like to further discuss, please feel welcome to contact us.Customer Answer
Date: 10/11/2024
Hi,This had not been resolved. Varsity tutors has said they will contact us through email with details of the resolution to our issue and that has not happened.Thank you , ****** ****Initial Complaint
Date:09/23/2024
Type: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 hired H3331383631363630**31H for assistance with an issue I had with ******** and I was told I would be charged $270 but since I only needed a one time service, I was told whatever I didn&#**;t use I would be refunded. I now realize I have been getting charged monthly and they have maxed out my credit card. They say they have me on recording approving the recurring charge but this is false, I would have never approved a recurring charge when I only needed a one time service.Business Response
Date: 09/30/2024
Varsity is in receipt of the Complaint filed by **** *****. Ms. ******* concerns regarding her experience on Varsitys platform, and the related request for a resolution, were already under review at the time the Complaint was received, and Varsity has provided what it believes to be an amicable resolution. Varsity is proud to be an affiliate of the BBB and values the relationship. If you have any questions or comments, or would like to further discuss, please feel welcome to contact us.Initial Complaint
Date:09/22/2024
Type: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.
Hi, I m writing to formally lodge a complaint against Varsity Tutors regarding an unauthorized charge to my daughters debit ******* August 2024, my daughter,******** , a high school student, enrolled in an 8-hour ACT preparation course with Varsity Tutors, believing she was making a one-time purchase. During the enrollment process, she specifically communicated her intention for a single payment and did not consent to any recurring charges.Despite this, Varsity Tutors set her account to an ****** monthly plan at a cost of $529, automatically charging her debit card for the following month, September 2024, even though she had not utilized any services after the initial 8 hours.Upon discovering the unauthorized charge, we promptly contacted Varsity Tutors to request a refund. Unfortunately, our request was denied, leaving us with no resolution.This practice appears to be misleading and raises concerns about their business ethics. I kindly ask for your assistance in addressing this refund matter and ensuring that Varsity Tutors is held accountable for their actions. Thank you for your attention to this issue. I look forward to your prompt response.Sincerely,ParentsBusiness Response
Date: 09/30/2024
Varsity is in receipt of the Complaint filed by ******* ***. Ms. ***** concerns regarding her experience on Varsitys platform, and the related request for a resolution, were already under review at the time the Complaint was received, and Varsity has provided what it believes to be an amicable resolution. Varsity is proud to be an affiliate of the BBB and values the relationship. If you have any questions or comments, or would like to further discuss, please feel welcome to contact us.Customer Answer
Date: 10/02/2024
Better Business Bureau:
I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. The Varsity has given us full refund and we are satisfied with their quick response.
Sincerely,
******* ***Initial Complaint
Date:09/22/2024
Type: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.
We paid for 12 hours of tutoring for the **** exam. We were scheduled with a tutor to use the last hour and 45 minutes the day before the test. The tutor cancelled the session so we contacted Varsity to see about a replacement. They told us to try the tutor on demand option, but a tutor never picked up the session. We had no additional time to wait because the test was scheduled for the following day. This left us with unused hours. We requested a refund because we have no use for the remaining time but was denied several times. We should not be penalized because the tutor canceled.Business Response
Date: 09/30/2024
Varsity is in receipt of the Complaint filed by ********* *******. Varsity contacted Ms. ******* upon its receipt of the Complaint and ultimately chose to provide a resolution that was satisfactory to her. Accordingly, it is Varsitys understanding that the matter has been resolved amicably. Varsity is proud to be an affiliate of the BBB and values the relationship. If you have any questions or comments, or would like to further discuss, please feel welcome to contact us.Customer Answer
Date: 10/02/2024
Better Business Bureau:
I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.
Sincerely,
********* *******Initial Complaint
Date:09/20/2024
Type: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.
My two daughters requested four (4) one-off tutoring sessions each, in April and June respectively. We later discovered, through a review of our credit card statements, that Varsity Tutors had been charging CAD 360 per month per person after the completion of the sessions. Despite the clear instructions on the number of sessions needed at the time of the service request, the agents arranging these sessions did not disclose to my daughters, who were minors, that these were subscription services, nor did they request the presence of an adult when engaging my daughters in what Varsity Tutors views as a binding contract. Varsity Tutors refused to provide a refund after several rounds of correspondence.Business Response
Date: 09/26/2024
Varsity is in receipt of the Complaint filed by ****** Au-*****. Although Varsitys attempts to make contact with the Au-yeungs in response to the Complaint have gone unanswered, Varsity has effectuated what it believes to be an amicable resolution, and remains willing to discuss the Complaint with the Au-yeungs should they wish to do so. Varsity is proud to be an affiliate of the BBB and values the relationship. If you have any questions or comments, or would like to further discuss, please feel welcome to contact us.Customer Answer
Date: 09/27/2024
Complaint: 22314155
I have reviewed the business' response and am rejecting it because:
Multiple attempts have been made by my older daughter to contact Varsity Tutors which only agreed a 1-month refund. My younger daughter contacted the company once and the agent informed her that her request has been rejected.
Sincerely,
****** Au-*****Business Response
Date: 10/04/2024
While we understand there may be a discrepancy regarding Varsitys attempts to communicate with Mr. ********* it is Varsitys understanding that Mr. ********* requested resolution of a refund was ultimately issued; accordingly we believe the matter to be resolved (although Varsity remains willing to further discuss any outstanding, unresolved concerns with Au-Yeung directly should he choose to do so). Mr. Au-Yeung may contact Varsity's customer experience manager at the phone number that was provided via the email associated with the account and dated September 24, 2024, to further discuss his concerns.Customer Answer
Date: 10/07/2024
Complaint: 22314155
I have reviewed the business' response and am rejecting it because:
1 - Varsity did not respond my older daughter full refund request.2. Varsity rejected the ******** daughter full refund request.
Sincerely,
****** Au-*****Business Response
Date: 11/15/2024
Please see attached response.
Thank you & have an enjoyable weekend!
Business Response
Date: 11/15/2024
Please see attached response.
Thank you & have an enjoyable weekend!
Business Response
Date: 11/15/2024
Please see attached response.
Thank you & have an enjoyable weekend!
Initial Complaint
Date:09/18/2024
Type: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.
My son, a minor, who was a junior in high school, signed up to take an 8 week ACT prep course with Varsity Tutors. At no time did anyone from Varsity Tutors reach out to me the parent regarding this course and it was explained to him that the program was only for 8 weeks. He took the course and thought that was it. Not until we did an audit of our credit card did we find out that we have been charged for 17 months at $269/mo for a total of $4573 that has never been used. I spoke to someone at Varsity Tutors 2x, and they offered the ability to use services, but we have no need for these. They offered to reimburse less than 25% of the money they have charged and provided no services for, but I am seeking the full amount so I can use that to pay my son's college tuition bill. They refused. I am seeking a full refund of the $4573 since it was signed up for by a minor, and no attempts were made to end the service after they saw it was not used for such an extended period of time. The only course that was taken was this 8 week program 0145PC10H ACT Prep 8 Week ClassBusiness Response
Date: 10/02/2024
Varsity is in receipt of the Complaint filed by ***** ********. Mr. ********* concerns regarding his experience on Varsitys platform, and the related request for a resolution, were already under review at the time the Complaint was received, and Varsity has provided what it believes to be an amicable resolution. Varsity is proud to be an affiliate of the BBB and values the relationship. If you have any questions or comments, or would like to further discuss, please feel welcome to contact us.Customer Answer
Date: 10/05/2024
Better Business Bureau:
I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.
they refunded me the amount. Thank you
Sincerely,
***** ********Initial Complaint
Date:09/17/2024
Type: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 was not told I would be billed automatically after the 1 month of service that I had agreed to. The person on the phone stated that all I needed was 8 hrs of tutor hours and that is what I signed up for. This is FRADUDELENT PRACTICE to be billed for an additional 8 hours that I was not aware of nor was I told this would I occur. I called immediately and demanded a refund and was denied access to a supervior to address this issue. I did not sign up for 2 months of service and should not be charged for hours I did not use. I was then sent and email with know resolve on this matter. This is not good practice and feels like a scam.Business Response
Date: 09/24/2024
Varsity is in receipt of the Complaint filed by ******** *****. Although Varsitys attempt to make contact with Ms. ***** in response to the Complaint has gone unanswered, Varsity has effectuated what it believes to be an amicable resolution, and remains willing to discuss the Complaint with Ms. ***** should she wish to do so. Varsity is proud to be an affiliate of the BBB and values the relationship. If you have any questions or comments, or would like to further discuss, please feel welcome to contact us.Customer Answer
Date: 09/30/2024
Better Business Bureau:
I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.
Sincerely,
******** *****Initial Complaint
Date:09/16/2024
Type: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.
On May 20 2024, I contacted Varsity Tutors for questions on their Custom membership ******* needs where for a 1 month program only. ***** from Varsity Tutors said I could do their custom program for 8 hours of tutoring.I specifically told her i only needed one month and not more. This was so **** would feel confident entering ************ ***** said that was exactly what they offered, 1 month of online tutoring.thus on June 28 I purchased a one month plan. I specifically told her I only needed one month and she responded that yes it would only be 8 hours or 2 hours a week which would be one month My son did one month and we had a good experience with ***** ******** ******.However, esterday while I was perusing my credit card I found recurring charges for 3 months from Varsity Tutors. I feel like I was tricked. The representative never told me this would be a monthly charge? I gave her my CC with the discussion that it would only be 8 hours or 1 month, which is their customized program i feel deceived and tricked.I do not want to pay for the months that I did not use their program. I want to pay for what we decided on which is 8 hours or 1 month.Business Response
Date: 09/23/2024
Varsity is in receipt of the Complaint filed by ****** *****************. Varsity contacted Ms. ***************** upon its receipt of the Complaint and ultimately chose to provide a resolution that was satisfactory to her. Accordingly, it is Varsitys understanding that the matter has been resolved amicably. Varsity is proud to be an affiliate of the BBB and values the relationship. If you have any questions or comments, or would like to further discuss, please feel welcome to contact us.Customer Answer
Date: 09/23/2024
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
****** *********-*******
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