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

  
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  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:08/23/2024

  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 booked 8 tutoring classes for my daughter to prep her for an SAT scheduled in 1 month from the start of tutoring.I received an email from Varsity asking to sign a document agreement for booking the classes as soon as possible otherwise they cannot schedule the tutor. I did sign that and paid for the 8 classes.It turned out that the document was some Form of membership where they charge you $529 every month for the 8 tutoring classes. There was no mention of membership or autopay in the recorded conversations with the phone rap for the business nor in the email they urged me to sign the document otherwise they will not schedule the tutoring lessons. When I saw they charged me for another 8 lessons I called the business Varsity and ask for cancellation and refund. They refused and even refused to acknowledge the absurdity of such a autopay for something I needed just one time which I clearly stated. I spend hours on the phone where the billing person just tried to convince me my daughter needs classes through the year. Refused to allowed me to talk to her supervisor. I believe this is a fraudulent practice to enroll people in autopay without clearly describing that and sending emails to blackmail them to sign the document asap because otherwise tutoring cannot be scheduled.

  

  Business Response

  Date: 08/29/2024

  Varsity is in receipt of the Complaint filed by ***************************.  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: 08/29/2024

  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:08/22/2024

  Type:Product 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.

  Business apparently has 'auto' debiting customer account. Once my daughter tuition sessions were over, following month, I was changed with $579.00 on June 18th, 2024. I have since called about 4 time, requesting refund, instead, the company has extended the hours. My daughter has no need for additional tutoring sessions. I simply want refund.

  

  Business Response

  Date: 08/29/2024

  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 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:08/14/2024

  Type:Billing 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.

  4/22/2024 $329 Paid Varsity Tutors for one month tutoring for my son to prepare for SAT test at end of May 2024 Varsity Tutors continued to bill my Chase **** credit card fraudulently for the next three months.5/22/2024 $.329 6/22/2024 $329 7/21/2024 $329 I spoke to representative at Varsity Tutors and they refused to reimburse me. I have blocked any further Varsity Tutor charges on Chase **** card and in process of disputing

  

  Business Response

  Date: 08/20/2024

  Varsity is in receipt of the Complaint filed by *******************. Although Varsitys attempt to connect 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 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. 

  Customer Answer

  Date: 08/22/2024

  Varsity Tutors has reimbursed me my money. We can close this issue.  Thank-you. *******************

• Initial Complaint

  Date:08/09/2024

  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 purchased 1 month subscription on varcity Tutors for $299 for July 5, 2024. I clearly stated that this was the first time that my son would be participating in onine tutoring, and selected that course for him to see if he would like that mode of learning.I completed the 1 month session and did not wish to continue with the learning platform.I was charged for an additional month. I did not request nor authorise recurring billing for their services. Nor was I told that they had enrolled me in recurring payments.When contacted, I was told that they don't issue refunds.

  

  Business Response

  Date: 08/15/2024

  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 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.

• Initial Complaint

  Date:08/07/2024

  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.

  In December of 2023 Varsity made a good faith effort to find me a knowledgeable tutor unsuccessfully, I took a few lessons but they werent at the advanced level I needed. Many tutors bolted after first contact( the subject was advanced differential geometry). I wrote by email to refund my money. They admit they received that email but that refund didnt mean cancel!!They charged me thousands of dollars over the last 7 months even though I took no lessons. I only realized it yesterday. My wife thought it was for lessons I ended up taking with a different service and so didnt notice.Also the tutors were asking me to send them extra money outside the service since the material was difficult and the service underpaid them. I was afraid to do that, although considering what happened to me instead I should have done it. At least I wouldnt have lost everything.****** took a few tries and found me an excellent tutor, although in fairness it cost more per hour. I used 8 lessons from them.Subsequently Wyzant stopped billing after I asked them to. I called yesterday to complain to Varsity and they said they would call back today with the answer. They were very nice and could see my perspective, but had no authority. They had all the email correspondence and knew there had been issues. They knew I took no lessons during the charging period 2024. Given the 53 pages of complains here I really didnt think they would have time to call back, and they didnt call back. So Im starting here. I have free legal representation through my work so it wont cost me anything to get a refund but I think Varsity should try to do better. They have a great concept and a much needed service, but poor customer service , at least in my case. On the other hand, even honorable businesses make unintended mistakes.

  Customer Answer

  Date: 08/08/2024

  Varsity Tutors did refund my payments, having been quite honest about receiving my refund request when I called several days ago.

   This is why, despite complaints, they have and deserve the A plus rating. I believe it was an error and not intentional and would do business with them again.

• Initial Complaint

  Date:08/07/2024

  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.

  I tried out varsity tutor for 2 hours in Feb 2024 for my daughter, but they have been secretly charging me a monthly "membership" fee of $329 for 7 months. i expressed my wish to discontinue, removed my credit card information on the app and deleted my app. but for some reason they still ket charging me until i found out yesterday. they charged this fake membership fee but did not render any service. or they cheated customers into this fake membership. totally not fair business model. there is no record of us using their services for the last 6 months, we did not get any notification from this agemcy

  

  Business Response

  Date: 08/13/2024

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

• Initial Complaint

  Date:08/06/2024

  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.

  Was unknowingly charged for 8 sessions after the 8 already bought. When I quickly contacted them to say that I did not authorize this purchase and did not want those 8 extra sessions. I was told no refunds were allowed, even though I never willingly purchased it. Seeking my money back and those 8 sessions removed.

  

  Business Response

  Date: 08/12/2024

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

• Initial Complaint

  Date:08/06/2024

  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 son, *****************************, needed a TUTOR ONLY for preparation of an OAT exam/Optometry Admission Test taken on May 9, 2024. He contacted Varsity Tutors Company online in March 2024 with his inquiry. A sales person called him to set up this service. Even though I was going to be paying for it, she never asked to speak to me. She spoke with my son who reported that it was recommended that he would have a specialized tutor 2x/wk for total of 8 weeks. The cost was going to be $1,039 per month for 2 months equaling $2,078 bringing him to a date close to his test date.The sales person never discussed with him optional plans to chose from. I feel she up-sold him the most expensive plan without given him a choice and without having an option to discuss with a parent who would be paying for this service. The sales person immediately directed him to a page to enter my credit card number which he recalled but he did not recall signing a contract of any sort. As expected, my credit card was charged for 2 months at the above rate. My son took his OAT exam in early May which he passed and was never contacted again by the tutor.Three months after I realized that my credit card was still being charged for 3 months without seeing a tutor. I immediately called Varsity Tutors and was told that my son was on "a month to month plan like a membership" and we had to call to terminate. I was told that this costly plan allowed him to use the site for study guides; however, my son didn't want this service and had no idea that was included. He clearly told them he only wanted "a TUTOR" for 2x/wk for 2 months only. Why would he sign up for a 6 month plan if he was taking the exam in May and he contacted them in March 2024? Further he had already purchased a study book and practice exams for independent studying. He didn't need other services beyond a tutor. Since I have not received credit for$3437.36 or call from them! This is up-selling/trick to sell more than the student needs.Very unfair!

  

  Business Response

  Date: 08/19/2024

  Varsity is in receipt of the Complaint filed by *****************************. Varsity's attempts to make contact with *** **************** response to the Complaint have gone unanswered, and Varsity requires additional information/details from *** *********************** the Complaint in order for the parties to work toward an amicable resolution. To that end, Varsity remains willing to speak with *** *************;regarding the matters raised in the Complaint at a time convenient for her. *** ***************** contact Varsity's customer experience manager at the phone number that was provided to her in the email dated August 12, 2024, to further discuss her concerns. 
  

  Customer Answer

  Date: 08/20/2024

  Just spoke with Varsity Tutors who will not return 3 months of charges on my credit card for tutoring service that we NEVER received.  

  Customer Answer

  Date: 08/25/2024

  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:08/03/2024

  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.

  We inquired about test prep tutoring for our daughter online and scheduled a call with a gentleman from the company. We discussed needing only 2 months worth of tutoring as our daughter was scheduled to take the ACT 2 months from then. We mutually decided 8 one hour tutoring sessions would be best over the course of those 2 months. At no time was it mentioned that we would be signing up for a recurring monthly charge indefinitely.We recently noticed that we'd been charged for 3 months post the test (saw on our credit card statement as no emails/receipts were sent from company - which in itself is problematic) and I immediately called the company. Varsity Tutors confirmed that we hadn't used any tutoring since the time of the test but initially refused to refund us for any of the unused tutoring sessions (instead kept offering us credits which we don't want given our daughter had already taken the test). It was clear we didn't know we were signing up for a recurring monthly fee and we hadn't used the services during that time yet they eventually only agreed to reimburse us for the most recent month that had just been charged. We have still an outstanding payment for 2 months ($658) we didn't know were being charged and that all parties could see we didn't use (this ends up being twice what we had agreed to. A company operating in good faith knowing all this, would do the right thing and refund us (especially since they had no costs associated with us during that time). We wish we could recommend them but instead are having this experience.

  Customer Answer

  Date: 08/07/2024

  We are satisfied with how this complaint was resolved.  Varsity Tutors called us immediately and refunded us for the months we were billed for that we didn't use.  Thank you.

  

  Business Response

  Date: 08/08/2024

  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: 08/09/2024

  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:08/03/2024

  Type:Order 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 complaint is against Varsity tutors. My daughter is enrolled with their elementary reading/writing program and they charge me $269 for 4 hours in the upcoming month. In July there were some tutor issues and my daughter got only 3 hours of tutoring and they said they would only add back hours to her account, but not refund me. They also said they would be able to refund me if I were to cancel all her sessions for an entire month. They debited $269 from my account on August ******. I called them on August 2, ******************************************************************************* for August. They said they would send me a refund rejection email, but they have not sent me anything regarding my claim. When I tried to talk to someone in management who could approve my refund, they were trying to force me to take more hours, but refused to refund me. Their billing practices are predatory.

  

  Business Response

  Date: 08/08/2024

  Varsity is in receipt of the Complaint filed by ****** ***. Although Varsitys attempts to make contact with Ms. *** 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 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: 08/09/2024

  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,
  
  ****** ***