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:06/20/2024

  Type:Sales and Advertising 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.

  April 5, May 5, June 5. This service is to provide tutors to help me with my MCAT exam. I had used this service planning for a month of tutoring as my exam was a month away anyway. I had bought it for April 5 and was assigned a tutor a few days later. This tutor did not give me sound advice so I requested a tutor change via phone call. The person did so and assigned me a new tutor and I was told my time would be refunded. I had thought this meant my time of the service would be refunded so my May 5 deadline would be extended to May 8, as I obtained a NEW tutor on April 8. I had meetings with this tutor successfully until May 7, thinking that my payment period would be over. I have been charged twice on May 5 and June 5, as this was a subscription and not a month-by-month package as the callers have been telling me and they seem to have no way of refunding me even partial amounts even though I have not even fully used their service. I have video recordings of my meetings with my tutors to show that my first tutor was nonchalant and did not care for my learning and the last meeting with my tutor showed that she went on vacation... how am I supposed to get learning in a month when my "month" was wasted for two weeks by a bad tutor and another week because my other one had vacation? I have the videos but they are too long to attach (May 7 is our last meeting as the assumption was my month package would be complete on May 8).

  

  Business Response

  Date: 06/26/2024

  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 CUSTOMER should he wish to do so. ********************** 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:06/20/2024

  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 was charged for a month for the service, which I did not use. I attempted to cancel my service at the start of May but only received a 'freeze' on the account for some reason. This was not what I requested from the service agent. I noticed that Varsity charged me for the month of June, even though I have not used the service since the end of April. It is completely and totally unreasonable to be charged hundreds of dollars for a service I attempted to cancel, and have not utilized in months.

  Customer Answer

  Date: 06/21/2024

  I was contacted once again today by the business, and received a refund. I am appreciative that the business was able to resolve my complaint, although I wish their cancellation process was more transparent and consumer friendly. 

  In my eyes, this case has been successfully resolved. 

• Initial Complaint

  Date:06/19/2024

  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.

  I signed up for Varsity Tutors on March 19, 2024, to get help with my college classes. During the signup process, an agent informed me that I would be charged $369 for four sessions and that this amount would be charged each time I signed up for four sessions. However, they did not disclose that this was part of a monthly subscription model.After completing my sessions, I asked my tutor about the cancellation process. The tutor informed me that they had canceled all my remaining sessions and that my account was settled. I subsequently graduated from college.Later, I discovered that Varsity Tutors had charged me an additional $369. I immediately called the company to cancel my subscription and request a refund since I did not use any services for the month for which I was charged. During this call, the agent attempted to add more services to my account without informing me that there would be additional charges.I am requesting a full refund for the unauthorized charge of $369 and confirmation that my subscription has been canceled.

  

  Business Response

  Date: 06/25/2024

  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: 06/26/2024

  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:06/17/2024

  Type:Sales and Advertising 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.

  The business known as Varsity Tutors charged my credit card for *************************************************** signing up for a reoccurring tutoring service.I signed up for two, one time classes, through Varsity Tutors in August of 2022 to improve my foreign language skills. I only ever conducted these two tutoring sessions then decided that the tutoring service was not for me. Varsity Tutors then proceeded to continue billing my account for 8 hours worth of tutoring a month ($489/month) for 18 months. I never signed up for these hours nor was I notified that I had signed up for this specific program.When I confronted Varsity Tutors they finally cancelled the account in February of 2024. However, they were unable to provide confirmation of the specific hours that I had allegedly signed up for.

  

  Business Response

  Date: 07/01/2024

  Varsity is in receipt of the Complaint filed by ***** ******. Varsity contacted **************** upon its receipt of the Complaint and the parties are working toward a mutually-acceptable resolution that is satisfactory to **************** and Varsity. 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: 07/02/2024

  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:06/06/2024

  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.

  April 26th, I am billed $ 360 Canadian in exchange for 4 tutoring sessions of 1 - 1.5 hours each which were to be 1 on 1 video chat sessions:Tutor # 1, useless. This tutor had never worked with the website building program that I requested. We were both trying to " learn on the fly " but I ended the session after 1.5 hours due to complete frustration.Tutor # 2, at least the gentleman was honest and he told me before we even began that he was not familiar with the website building program so on to :Tutor # 3 ..... he was excellent and solved my issues inside of an hour.I had 3 hours of tutoring remaining. So I asked for someone to help me with computer animation so, on to Tutor # 4, the tutor was again, completely incompetent and SHE even told me that she had never tutored before and that she had never used the program that I wanted to learn so on to Tutor #5, we had a session scheduled for May 28th at 9:00 in the morning but this tutor did not even show up online for our sessions.By now, I was absolutely furious and exasperated. WHY COULD THEY NOT PAIR ME WITH COMPETENT TUTORS ?I wrote them a complaint explaining all of this and asking for a refund. I wanted the $ 270 Canadian for 3 sessions which had not been fulfilled ON THEIR PART. They sent an e-mail back stating that they would NOT address my concern without any explanation whatsoever. I even wrote the same complaint to the company's CEO without receiving any response.Therefore, please help me recuperate the $ 270 Canadian for the unused sessions OR EVEN THE FULL COST OF $ ********************************************************************************************************************************** through !Sincerely,********************* ******************* **************

  

  Business Response

  Date: 06/11/2024

  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 us.

• Initial Complaint

  Date:06/01/2024

  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.

  On June 1, 2024 I was charged $461 for my plan on varsity tutors. The charge on the website says they only charge $369/month with tutoring hours expiring every month. I had used the service starting in May and the support agent at the time had told me that it would only be a one time charge and would cancel when the service is over. Now the tech support agent I talked to today, June 1st, told me that i had tutoring hours left over and would not explain further on why i was charged so much. I would like a full refund because I believe i was lied to by the support agents, as well as this being deceptive on the business part and a violation of the *** agreement.

  

  Business Response

  Date: 06/06/2024

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

• Initial Complaint

  Date:05/31/2024

  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 July of 2022, I began a tutoring session with Varsity Tutors to pass the Georgia Bar Examination. I paid $2,000 for a tutor. Upon the purchase of the tutoring session, the company (Varsity tutors) stated that their services would guarantee me a passing score on the bar exam and if I did not receive a passing score that I would be awarded a refund back. I enrolled in the tutoring session, but requested a Georgia tutor that would be specific to my jurisdiction. Varsity tutors did not accommodate my needs and gave me a tutor that was barred in ******** and knew nothing about the Georgia Bar Exam. I expressed my concerns about this, but it was nothing they could do, so I obliged. After my tutor sessions were complete it was time to take the test. In October I found out I did not pass the test. I called Varsity tutors to let them know of the failed score and I also sent proof. They told me I could not get a refund back and would need to add credits back onto my account. In the contract I signed, it states that I have within 30 days to request a refund back after an unsuccessful score on my exam, but Varsity Tutors did not honor their contract. Nevertheless, I figured since I was stuck with their services I should try to get my money worth. I tried to have the company (Varsity tutors) give me a Georgia tutor for my exam and they kept giving me other tutors in different states which would not work for me. They eventually granted me a Georgia tutor but it was a week before the test and I was able to utilize those services as I expected from the contract. I ended up failing that next exam as well. I kept trying to get new tutors that knew Georgia laws that could tutor me, but I did not receive one. So, now I am out of $2,000 for a tutoring service I did not use to pass the bar exam. I called the company for a refund because their services did not help me pass the bar exam and I did not receive a refund upon request as stated in the contract. This company is fraudulent.

  

  Business Response

  Date: 06/06/2024

  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: 06/06/2024

  Complaint: 21787839
  
  I am rejecting this response because I received an email from varsity tutors issuing a refund. I am still waiting on the refund. They stated they would send it via mail so I am waiting on the check. I saw the message they sent saying the emails were going unanswered but I have been in response and answered all their emails. I provided the emails above. I just want my refund sent via mail with an email confirming it.
  
  
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 06/18/2024

  While we understand there may be a discrepancy regarding Varsitys attempts to communicate with *********************, it is Varsitys understanding that ************ 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 Ms. May directly should she choose to do so).
  

  Customer Answer

  Date: 06/20/2024

  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:05/31/2024

  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.

  We engaged the services of Varsity Tutors for our child. We initially signed up for one month/4 sessions of service in January 2024. The assigned tutor represented to us that we could cancel the service at any time. After using the four sessions, my husband reached out to the tutor in writing and indicated that we would not be needing any additional tutoring. The tutor responded to us that that was no problem and wished our child the best of luck in his upcoming SAT exam. There was no mention to us at any time that we needed to notify varsity tutors corporate offices to cancel, and there was never any mention of an auto renewal of services that needed to be formally terminated. We were clearly told that we could terminate after four sessions. Since then we have continually been charged anywhere between $370 and $329 per month. When we attempted to contact varsity tutors in order to obtain a full refund of the improperly charged amounts, we were offered a refund of only two of the four improperly charged months of service. Under the Code of Virginia, auto renewal and continuous service options that are not affirmatively accepted by the consumer are illegal. I am hoping that the BBB can assist this business to oh my next step realize that their practices are not only unconscionable, but are also illegal.

  

  Business Response

  Date: 06/06/2024

  Varsity is in receipt of the Complaint filed by ******************. Varsity contacted ********************** (the account holder) upon its receipt of the Complaint and ultimately chose to provide a resolution that was satisfactory to the Berklees. 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:05/24/2024

  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.

  Varsity tutors continued billing me even after the subscription was cancelled, and they were specifically instructed to stop any further billing since my daughter was no longer interested in their services. When I called them to report the unauthorized charge and requested that they immediately have it reversed, they lied and said that there was overage in the tutoring sessions used by my daughter, when in fact , my daughter attended less classes than what we had paid for. To add further to the matter, on 2 occasions , the tutor was not present . When I called to complain, they lied and claimed that the tutor was there and that my daughter never confirmed the sessions. I told the that I what to cancel the membership and for them to stop billing. Not only did they cheat my daughter and provide less classes than was was paid for , but they continued billing when no services were rendered. This company has not only bad business practices, but is unethical and scamming from innocent students vulnerability.

  

  Business Response

  Date: 06/03/2024

  Varsity is in receipt of the Complaint filed by *********************. Varsity's attempts to make contact with **************** in response to the Complaint have gone unanswered, and Varsity requires additional information/details from **************** regarding 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 him. **************** may contact Varsity's customer experience manager at the phone number that was provided to him in the email dated May 30. 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. 
  Thank you!

• Initial Complaint

  Date:05/22/2024

  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.

  Re: Unauthorized Charges for February, March, April, and ******** Account Name: *************************** Email address: ******************** To Whom It May *********************************** scheduled her DAT exam in mid-January 2024 and subsequently had her final 1:1 tutoring session with ************************* on January 7, 2024. In her correspondence with ****************************** confirmed that the January 7 session would be her last and requested the cancellation of further tutoring services. However, it appears that VarsityTutors center put the account on pause instead of being canceled, resulting in unauthorized charges for February, March, April, and May 2024.*******'s notification to **************, who is employed by and represents VarsityTutors center, to cancel the services should have been sufficient to terminate the services and halt any further charges.On May 21, 2024, I contacted VarsityTutors center and spoke with ***************************, who confirmed she will make a refund for the month of May but stated she was unable to process refunds for February, March, and April.I am hereby formally requesting Varsity Tutors to refund the fees charged for February, March, April, and May 2024, as the cancellation request was made in January and no services were rendered during these months.Additionally, please provide me with the signed authorization for charges made to my credit card (name *************************) ending in ****** for the months of August, September, October, November, and December 2023, as well as February, March, April, and May 2024.Thank you for your prompt attention to this matter.

  

  Business Response

  Date: 06/03/2024

  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 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.