Complaints

This profile includes complaints for Varsity Tutors LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Varsity Tutors LLC

  8001 Forsyth Blvd Ste 1050 Clayton, MO 63105

  
• 

  Varsity Tutors LLC

  4525 Oak St Kansas City, MO 64111-1818

The 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:09/11/2024

  Type:Service or Repair Issues
  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 singed my 1st grader up for tutoring towards the end of 2023 school year. I paid for the full access monthly membership that included one hour a week with a one on one tutor. After several months of paying for the membership and not having very good luck with finding a tutor that worked well with my sons dyslexia we decided to cancel our membership. I called and discussed our issues with tutors not showing up and not being prepared for the one on one sessions we let them know we wanted to cancel our membership. We also responded with text messages requesting to cancel back in January of 2024. We recently came to find out that they were continuing to charge my debit card over $350 dollars a month for 8 months. During that time we did not log into the site once nor did we have any further one on one tutoring. When I called to ask them to refund me the $2600 dollars that they fraudulantly charged my debit card they proceeded to delay the refund and did not call me back. After having to call them back over 5 separate times over a 2 week period I was told that they were only going to give me a half refund of $1300. I told them that that was unacceptable and they continued to drag it out saying they needed to review it further. When they finally got back to me they said that there was nothing they could do except for give me the half refund. I told them that I was not accepting that as an answer so they took even more time to re-review it and finally got back to me with a $1500 refund and wanted to make the rest up as a credit for more one on one tutoring. They refused to give me any other options no mater how many times i told them it was unacceptable.

  

  Business Response

  Date: 09/25/2024

  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. ****** should he wish to do so. Mr. ****** may contact Varsity's customer experience manager at the phone number that was provided to him in the email dated September 16, 2024, to further discuss his concerns. 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:09/11/2024

  Type:Service or Repair Issues
  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 daughter enrolled with VT for 12 tutoring sessions before the SAT. Before enrolling, we discussed with the salesperson how high of an increase in test scores she could expect, pre and post tests, tailored learning, tutor, and online classes. The online classes were not made available after the session, even though she stated they would be. They guaranteed an increase of 100 points or a refund and theres a refund guarantee on their website. However the refund is only for professional testswe were duped. Needless to say, after much work she only saw an increase of 30 points. I sought and was denied a refund. The warranty information on the website says in fine print that refunds are only issued for professional tests. No refunds because SAT is not a professional test. My daughter did all that was asked of her and was extremely disappointed in the score. And now no refund when we were told that there would be if goals were not met. Very disappointed with this program.

  

  Business Response

  Date: 09/16/2024

  Varsity is in receipt of the Complaint filed by *********************************. Varsity contacted ********************** 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: 09/18/2024

  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. A full refund was provided. 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:09/11/2024

  Type:Billing Issues
  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 children's mother called into Varsity Tutors (she was not previously listed on my account), provided an email address of my child and was given access to my account, in addition to not checking with the owner of the account (myself) for granting access, Varsity Tutors did not validate it was okay to change the membership package, or charge the credit card on file (Credit Card Not In Mother's Name) with the owner of the account. My concern is Varsity Tutors lacks controls in place to assure they are protecting who has access to my children, and lack controls on protecting my Credit Card from unauthorized charges. These are basic protocols for companies with access to minors and financial information. I have attempted in multiple calls to Varsity Tutors to understand the controls in place and have not gotten an explanation of how this could have happened. My intention is BBB will bring visibility to this issue and assist in a answer around what controls are in place from Varsity Tutors.

  

  Business Response

  Date: 09/30/2024

  Varsity is in receipt of the Complaint filed by ****** ******. Varsity contacted Mr. ****** and ultimately chose to provide a resolution that was satisfactory to him. 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.

• Initial Complaint

  Date:09/10/2024

  Type:Service or Repair Issues
  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 purchased this course in June 24, met once with an advisor. Then continually was having to reschedule dates, and inconsistencies of meeting times. I reached out to Varsity Tutors today (9/10/24), to be told we will adjust the schedule and extend. I asked for a refund, told it was non-refundable. Total of $2256 paid and not even a consideration of any amount to be refunded. Unprofessional, in my opinion.

  

  Business Response

  Date: 09/13/2024

  Varsity is in receipt of the Complaint filed by *************************. Varsity contacted ******************** upon its receipt of the Complaint and ultimately chose to provide a resolution that was satisfactory to him. 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: 09/17/2024

  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. They refunded as was requested.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:09/10/2024

  Type:Service or Repair Issues
  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 signed my daughter up for one;one tutoring for the math portion of the SAT. I paid $529 for 8 one-hour sessions to be taken over the course of a month. It took a week (not 1 -2 days as promised) to get assigned at tutor. That tutor then canceled several sessions; in the space of 3 and half weeks, she was able to take just one session. When i contacted Varsity Tutors, they assigned me to another tutor (which took about 2-3 days). That tutor then proposed a session, then cancelled it 20 minutes later. When I contacted Varsity Tutors about this, they said the would reach out to the tutor and help get sessions scheduled. About an hour later, I got a message that ALL my sessions with tutor #2 were cancelled and they were looking for tutor #3 (again likely a delay of 2-3 days). This is my daughter's last opportunity to take the SAT which is now just three weeks away. We have wasted four weeks of prep time and been charged $529 for one session (although customer service did say they would "put in a request" to credit me back). I turned to this company for help and my daughter's progress has been actively harmed by this confusion and delay.

  

  Business Response

  Date: 09/16/2024

  Varsity is in receipt of the Complaint filed by *****************************. Although Varsitys attempt to make contact with ************************ 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 ************************ 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: 09/17/2024

  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.  While Varsity Tutors has not attempted to "reach out to me with no response" other than through automated messages "asking how they've done", through my efforts to further discuss this situation with them, a resolution has been reached. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:09/10/2024

  Type:Service or Repair Issues
  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.

  Several years ago, I purchased a block of tutoring hours for my oldest daughter, which we used for online tutoring services. We were satisfied with the services. Over the years I purchased additional hours and used them in the same fashion for my two younger daughters. The last session we used was in May 2024. On June 6, 2024 I was charged $579 for eight hours of tutoring, which I did not request or authorize. We were not using tutoring services at this time, so there was no need to request additional hours. In fact, I was not even advised via email, phone, etc. This occurred Again on July 6, August 6, and September 6. September 6 I went to the app and clicked the check my membership plan button which resulted in an error page after multiple attempts. There is no link or contact information for help other than a chatbot for text on the app.. I attempted to use that, but that was unsuccessful. I googled the business and found an 800 number for customer service which I called also on September 6. I spoke to a service *** who informed me that the company no longer allows people to purchase blocks of hours as needed. It is now a subscription only service. Furthermore, even though I had been charged four times from June to September, each time for $579 each time for eight hours - so theoretically should have built up a bank of 32 hours The ***resentative said they now have a use it or lose it policy, and there is no rollover from one month to another. When I again reiterated that I had never been advised of this change nor approved being on this new plan, she responded that I had agreed to these terms and conditions when I signed up. I explained when I signed up five years ago, this was not the plan and these were not terms and conditions I agreed to. If I were a new member and these were the new terms, that is one thing, but to automatically convert a customer without notice or approval and begin automatically charging a credit card without authorization is wrong.

  

  Business Response

  Date: 09/16/2024

  Varsity is in receipt of the Complaint filed by *************************. Although Varsitys attempt to make contact with ******************** 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 *** *************;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: 09/17/2024

  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:09/06/2024

  Type:Service or Repair Issues
  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.

  Dear Better Business Bureau,I am writing to formally lodge a complaint against Varsity Tutors regarding their refusal to refund my canceled membership fee back to my credit card. My daughter had scheduled a tutoring session with a tutor for her medical school courses, but unfortunately, the tutor did not show up and did not contact her to explain this absence. I have attached a screenshot of the reminder that was sent to my daughter about the session that did not ******** a result of this failure to provide the promised service, we decided to cancel our membership and requested a refund. However, Varsity Tutors has denied this request, leaving us very dissatisfied with their customer service and the overall experience.We were led to believe that Varsity Tutors would provide the educational support my daughter requires, especially during her crucial preparation for medical school. The lack of communication from the tutor and the refusal to issue a refund for services not rendered are unacceptable.I respectfully request that the BBB investigate this matter and assist in resolving our complaint. I believe that a fair and just resolution would be a refund of our membership fee to my credit card.Thank you for your attention to this matter. I look forward to your response.Sincerely,

  

  Business Response

  Date: 09/13/2024

  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: 09/17/2024

  Complaint: 22251265
  
  I have reviewed the business' response and am rejecting it because:  I have not received any communication form Varsity Tutors regarding my refund to my credit card.  I want the TOTAL refund back on my credit card!!!

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

  

  Business Response

  Date: 09/26/2024

  While we understand there may be a discrepancy regarding Varsitys attempts to communicate with *** ******, it is Varsitys understanding that *** ******'ss requested resolution of a refund was ultimately issued; accordingly we believe the matter to be resolved. To that end, Varsity remains willing to speak with *** ******  regarding the matters raised in the Complaint at a time convenient for her. *** ****** may contact Varsity's customer experience manager at the phone number that was provided to her in the email [sent to the email attached to the account] dated September 18, 2024, to further discuss her concerns.

• Initial Complaint

  Date:09/05/2024

  Type:Service or Repair Issues
  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 daughter's subscription for tutoring auto-renewed on September 4, 2024. Unfortunately, when I called to receive a refund it was determined the account was in my child, a minor's name. The terms of use document and "agreement to pay" for services throughout this entire relationship was labeled in and provided to a minor. I am disappointed that sales made it sound like it was not an issue to only have for 3 months, was not up front about the autorenewal terms, that cancellation cannot be completed online - but more so that as a parent I was unable to see any of these terms. While we each called customer service again today 2 of the 3 reps (one was kind and helpful) tried to talk us into not canceling, one rep also to a minor. While we were able to finally cancel and have an email confirming that the refund for the current month that will not be accessed will be refunded, I am requesting a refund for the past 3 months as the terms were never agreed upon by a parent and a seventeen year old is not able to consent to these terms. At the very least, it should have been provided to her parent.

  Customer Answer

  Date: 09/06/2024

  The sales individual did request an adult be present on the phone during the sales call.  It was very much a sales call where a lot of time was spent trying to sell portions of the platform we did not need.  That noted, it was very clear that the sole reason she wanted to use the services was in anticipation of the August SAT.  In fact, the call ended noting how she was confident this would boost her SAT score at a particular university.  She was very clear she was a high school senior.  When I called customer service, they noted the account and terms of use should have been in my name.  They were not - they were sent to her directly.  I have attached them here.

  Customer Answer

  Date: 09/06/2024

  The sales individual did request an adult be present on the phone during the sales call.  It was very much a sales call where a lot of time was spent trying to sell portions of the platform we did not need.  That noted, it was very clear that the sole reason she wanted to use the services was in anticipation of the August SAT.  In fact, the call ended noting how she was confident this would boost her SAT score at a particular university.  She was very clear she was a high school senior.  When I called customer service, they noted the account and terms of use should have been in my name.  They were not - they were sent to her directly.  I have attached them here.

  

  Business Response

  Date: 09/10/2024

   Varsity is in receipt of the Complaint filed by ***********************. Although Varsitys attempt to make contact with **************** 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 *** ***********;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: 09/11/2024

  Better Business Bureau:
  
  I likely did not know the phone number trying to contact me, which is why I did not respond, however I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:09/04/2024

  Type:Product Issues
  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.

  June 12, 2024, I signed up for am online tutor for my daughter. I told the representative I would only need the classes for two weeks as summer classes were ending. Varsity Tutors continued to charge me $600 for two additional months. I failed to realize the additional charges until the end of August in which I was informed that I never canceled. I requested a refund and was denied and now I'm learning that we can't even use the sessions that were payed for.Although I wished I could get back my money because I'm paying college tuition alone, but to not even be able to use the sessions that were paid for is ridiculous.

  

  Business Response

  Date: 09/10/2024

  Varsity is in receipt of the Complaint filed by *************************. Although Varsitys attempts to make contact with ************************;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 ****** 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

  Customer Answer

  Date: 09/11/2024

  Hello,

  I have spoken with a representative at Varsity Tutors and the complaint has been resolved. I am satisfied with the outcome. 

  Thank you for your assistance. 

  Respectfully,

  Chakia Fennoy 

• Initial Complaint

  Date:08/30/2024

  Type:Billing Issues
  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.

  Dear BBB,I am writing to file a complaint against Varsity Tutors regarding a billing issue and unfulfilled promises related to tutoring services for my daughter, ************************************ May and June of this year, my credit card was charged $1,298.00 by Varsity Tutors for tutoring services that my daughter did not use. Upon contacting Varsity Tutors about this discrepancy, I was assured over the phone that the unused amount would be credited to my daughters account for her future use when she returned to college in the fall.However, now Varsity Tutors is reneging on this promise and refusing to provide the credit as previously agreed. This situation is both frustrating and unacceptable, as I have paid for services that were never rendered and now face the challenge of reclaiming the funds or receiving the promised credit.I respectfully request the BBB's assistance in resolving this matter. I seek a full credit for the unused tutoring hours to my daughters account as was initially promised by Varsity Tutors.Thank you for your time and attention to this matter.Sincerely,*******************************

  

  Business Response

  Date: 09/10/2024

  Varsity is in receipt of the Complaint filed by *******************************. Although Varsitys attempt to make contact with ******************** 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 ******************** 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.