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:05/21/2024

  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.

  We did 2 tutoring sessions in October 2023 with Varsity and realized it wasn't a fit. I called and canceled, and was offered 8 free sessions if we wanted to try again. We said the platform was not a fit for our child. Now in May 2024 when looking at a free PSAT quiz for another child, I see that we are still being charged. I have recieved no receipts or anything to alert me. Now of course they say they have a no refund policy. Total out is $5200. Lovely.

  

  Business Response

  Date: 05/28/2024

  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:05/18/2024

  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.

  In April we spoke with a representative from Varity Tutors (*******) about the services that are provided with Varity Tutors. He kept calling so we made sure to ask about the one-on-one session. We were interested in the one-on-one sessions as this works best. We spoke with ******* asking if the one-on-one session is part of the plan we would select and he said yes. On April 14, we decided to purchase the service. We cancelled on May 14 as we had a family friend willing to help her. On May 15, we were charged $396 for the one-on-one's?! I called afterwards and the representative over the phone stated that they don't do any refunds and it was never part of the plan.

  

  Business Response

  Date: 05/24/2024

  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 Ms. ******************** the Complaint in order for the parties to work toward an amicable resolution. To that end, Varsity remains willing to speak with Ms. ******************** 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 dated May 22, 2024 (or May 23, 2024), to further discuss her concerns. 
  
  

• Initial Complaint

  Date:05/17/2024

  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.

  Our daughter was tutored for two months for 16 hours A month and only was tutored two months and we were charged for three consecutive months.

  

  Business Response

  Date: 05/24/2024

  Varsity is in receipt of the Complaint filed by *************************. Varsity's attempt to make contact with ******************** in response to the Complaint has gone unanswered, and Varsity requires additional information/details from Mr. *********************** 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. Mr. ***************** contact Varsity's customer experience manager at the phone number that was provided to him in the email dated May 23, 2024, to further discuss his concerns. 
  
  

• Initial Complaint

  Date:05/17/2024

  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.

  I only paid for 4 hours and I stated with the staff that I only wanted 4 hours and NOT a subscription. They still charged me another month and I had no idea I was on a subscription!

  

  Business Response

  Date: 05/24/2024

  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:05/14/2024

  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 hired this company for my grandson to help with reading and the tutor I had was great but they left the company. I stopped receiving services but they continued to take $269 a month from my account and now I am unable to reach anyone for a refund. I have tried emailing with the company and they set up a phone visit but their system was down and the call couldn&#**;t be completed. They state that I didn&#**;t cancel services but I did not sign up to continue receiving tutoring.

  

  Business Response

  Date: 05/16/2024

  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.

• Initial Complaint

  Date:05/10/2024

  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.

  On 5-9-24 I got billed $807 for extra hours I was not aware I would be charged extra. Only what my subscription was for and one of my sessions the tutor didnt even show up! There was nothing new learn from all the sessions and I want a refund for the extra charges.

  

  Business Response

  Date: 05/16/2024

  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 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:05/10/2024

  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.

  Purchase tutoring sessions (which I have not had) for a program of study that I was promised that this platform supports, but this is untrue. I was promised a tutor who has taken my exact exam and access to AI generated questions, and neither are available to me. I have tried multipole times to request resolution and refund, but told that is not an option.

  

  Business Response

  Date: 05/16/2024

  Varsity is in receipt of the Complaint filed by ***********************. ******************** 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:05/09/2024

  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.

  On May 1st 2024 I created a Varsity Tutor account to find myself a genetics tutor. Upon getting connected to the tutor I had some concerns that his knowledge wouldn't be adequate enough so I called Varsity Tutors asking for more information and although I expressed my concerns I was assured his knowledge would be adequate enough. I then had a two hour tutor session later in the week and like I predicted the tutor didn't know anything. He was searching up all the answers and I essentially paid $199 for someone to do something I could have done. Instead of refunding me because they have a no refund policy they decided that the best way to reimburse would be by giving me a free two hour ******* I was again connected with a tutor who yet again was not specialising in the area that I needed and wouldn't have been qualified enough in genetics - I then just decided not two waste another 2 hours of my time on another awful tutor. If I had known that their tutors were inexperienced or weren't subject specific I would never have signed up furthermore after having such a negative first experience with the company I would like to get money reimbursement since I don't trust them and I don't ever want to use them again. Furthermore because they did such an awful job I've had to spend more money on tutors than I have ever had to in my life as I still needed a tutor.

  

  Business Response

  Date: 05/16/2024

  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:05/09/2024

  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.

  On March 13th 2024 I paid $699 for only 8 hours of tutoring. I did not know that my subscription was going to renew as I only agreed to buy 8 hours cause my exam and literally a month from when I bought it, so any more hours wouldnt not be very helpful. The man I was speaking on the phone knew this. On april 14th 2024 it renewed. I was not aware of this renewal. I had gotten no emails mentioning my subscription being renewed until after april 14th. When I called the told me no refund could be given and the alternative was that I could use these sessions. I said i was out of school and that they could only keep it for 6 months, so up until October, right after i start school again in september, that timing is very convenient because its not even before any final exams. Also the varsity app is very outdated. I remember wanting to check how many hours i had left with my tutor, and on april 15th it still said 2 hours remaining, even though it renewed on april 14th. I know this app is outdated cause multiple times id get email notifications of the app, even though those notifications wouldnt be seen on the app till hours later. I had no idea it was going to renew and I need my $700 back, as those extra 8 dollars will be useless to me. I didnt even get a confirmation email or receipt of the renewal on april 14th.

  

  Business Response

  Date: 05/16/2024

  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: 05/16/2024

  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,
  
  Guzel *****

• Initial Complaint

  Date:05/04/2024

  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.

  My son was working towards improving his SAT score. He was scheduled to take a 2nd test within a couple of months. We worked out a tutoring arrangement with Varsity Tutors that was based on a very tight timeline that was directly related to the date of the SAT test. We were assigned a tutor and we had to work around the tutors availability and the number of sessions that we had available to us. The sessions ended in August of 2023 and my son took the SAT. Our final payment should have been processed that month. I was shocked to learn that I had been enrolled in a month to month arrangement and that Varsity Tutors has been charging me every month roughly $495.00. Aug, September, October, November, December, January, February, March, April, May I was billed without knowledge or interest in any relationship with Varsity Tutors. I called them once I learned that they had added me to this month to month scheme that I did not request. I received an email message suggesting that I was enrolled in this process at the beginning of the contract. This makes absolutely no sense as I had a specific deadline that limited the number of sessions we would be able to have prior to the test date. The last date was clearly agreed upon between our family and the tutor and we concluded all sessions prior to the test date.I am seeking full reimbursement for the months that they took money out of my account. This slight of hand business practice has cost me over the last 12 months.

  

  Business Response

  Date: 05/09/2024

  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. 
  
  

  Customer Answer

  Date: 05/15/2024

  Complaint: 21667478
  
  I am rejecting this response because:
  It does not explain how Varsity Tutors intends to resolve the overbilling for services not rendered in their response.
  
  
  Sincerely,
  
  *******************

  Customer Answer

  Date: 05/15/2024

  I have identified a voicemail that was left on my phone on 5/7/24 offering to refund me for the months where services were not rendered.  I will close the complaint once payment has been received.