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:05/01/2024

  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.

  Varsity Tutors charged me $1,106.87 for services that were not confirmed nor rendered. I have called them requesting a refund and they say they will, but no action has been taken on their part.

  Customer Answer

  Date: 05/02/2024

  I received an email today that Varsity Tutors is refunding our money.  Once received, I have no further complaints.  They did the right thing.

  *******************

  Customer Answer

  Date: 05/02/2024

  I received an email today that Varsity Tutors is refunding our money.  Once received, I have no further complaints.  They did the right thing.

  *******************

  

  Business Response

  Date: 05/08/2024

  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:05/01/2024

  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 signed up for this tutoring service and the first month was just ok. Each time my kid was in a session, the tutor had her watching a video rather than teaching the ****** herself. The tutor then stopped coming to the sessions, kept having an excuse. My card was automatically charged on 4/14. I called to cancel on 4/15. I did not want a new tutor, the company was not keeping up with their end of the agreement and I wanted to be done. When signing up I was told 30min sessions 2x a week. Once started I was told they do not have 30min sessions. When attempting to cancel I was advised they dont do refunds. This is a sorry company.

  

  Business Response

  Date: 05/08/2024

  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:04/23/2024

  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.

  I used Varsity Tutors for my GMAT preparation for less than a month solely to get access to a tutor. After meeting with a tutor for three weeks I took my test, but was charged $750 for a whole other month in advance to access the platform. A service I had no further use for as I had already finished my tutoring sessions and had taken the test. No email confirmations or notices were sent to me to confirm this transaction occurred. After calling the customer service line explaining the situation and requesting a refund, the representative started to upsell me and offering me ways to stay with the platform rather than help me through my request. After insisting I receive a refund, she let me know the problem would be escalated and I would receive a decision within two business days. Not even 20 minutes passed and I received a denial with canned message. I am requesting a full reimbursement of $750 for the month of services I did not use.

  

  Business Response

  Date: 05/03/2024

  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.

  Customer Answer

  Date: 05/12/2024

  Dear BBB, 

  I just wanted to thank you for your help as I received a refund. I was not able to reply on time and see that the case is now closed but am very happy with the outcome as it was the right thing to do. 

  Thank you again!

  ********

• Initial Complaint

  Date:04/19/2024

  Type:Order 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 canceled my membership with varsity tutors in august and they sent me an email confirming cancellation. However, Ive been charged every month since for tutoring services that were supposed to be cancelled. Attaching proof of cancellation

  

  Business Response

  Date: 04/24/2024

  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:04/14/2024

  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.

  We pay $249 dollars a month for tutoring from Varsity Tutors. She has received very poor service. Each tutor for her SAT has spoken unclear English and lives in *****. Furthermore, she was charged an additional $800 month for February and March for tutoring that she never had through Varsity Tutors. She did cancel 2 sessions but gave tutor 24hrs notice. Varsity Tutors refuses to refund us the overcharge of $1600.

  

  Business Response

  Date: 04/22/2024

  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:04/09/2024

  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.

  SIGNED UP FOR A PROGRAM THAT WAS I WAS PROMISED 1 WEEKLY TUTOR SESSION AND 1 SAT PREP CLASS FOR A MONTH- THEN WAS TOLD BY ANOTHER REPRESENTATIVE TAHT I ONLY PAID FOR FOUR HOURS- 1 WEEK. I ADVISED THAT WAS NOT WAS I WAS TOLD ON MULTIPLE CONVERSATIONS AND ASKED SEVERAL TIMES - SO SAID IF THAT IS NOT WHAT I AM GETTING I WOUKLD LIKE A REFUND THEN WAS TOLD I THEY HAVE A NO REFUND POLICY- WHICH WAS NEVER MENTIONED IN THE SEVERAL CONVERSATIONS I HAD W ITH COMPANY STAFF. THIS WAS ONLY AN HOUR AFTER PURCHASE. SO I GOT NOTHING ABSOLUTELY NOTHING FOR $329

  

  Business Response

  Date: 04/16/2024

  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 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:04/03/2024

  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.

  This business has been incorrectly charging me a higher amount than what I signed up for and agreed on. When I first signed up 5 months ago, I was recommended three different membership option plans. I chose to sign up for the 4 hours a month, which stated it was $329 billed on a month to month basis. Instead, I've been getting charged $369 for the entirety of my membership, and there is nowhere on the site or in my account that explains why I am getting charged an additional 40 dollars per month. When I tried emailing, they state that they do not handle refunds or billing errors by email, so you must call. So when I tried calling today, the woman who answered had no idea why I was being charged extra, and quoted me different prices than the prices that were given to me when I signed up. I now have to wait and see if I'm "eligible" for a refund despite having proof that these charges are not the same as what I signed up for. Great way to set hundreds of dollars on fire and receive nothing in return

  Customer Answer

  Date: 04/03/2024

  Hello, when I initially attached these screenshots showing the pricing discrepancy, I did not include the part of the photo that shows these pricing plans were sent directly to me and not just pulled off their website. I was just accused by Varsity Tutors of screenshotting their standard pricing from their website, so I would like to include these photos showing that I was most definitely sent these prices by Varsity Tutors, and these prices were not accurate to what I was actually charged.

  Customer Answer

  Date: 04/03/2024

  These photos show that I was clearly told the price of $329 when I signed up in November, with no indication that this was a standard rate and not the college rate that I would actually be charged for. I did not ever sign up to be charged $369 a month, but Varsity Tutors has accused me of taking screenshots from their site instead of acknowledging these prices came directly from the custom plan that was sent to me after speaking with them on the phone to sign up. 

  

  Business Response

  Date: 04/10/2024

  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:04/02/2024

  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.

  We suspended services while the kids were on winter break. Varsity Tutors charged our card $329 for services not used and refused to refund. We hadnt activated the account so we didnt expect to be charged. They have a no refund policy - even if no tutoring services were provided. We called and were given the company policy-no refunds speech by several people. We tried to dispute the charge but the credit card sided with Varsity tutors.

  Customer Answer

  Date: 04/03/2024

  A manager from Varsity Tutors contacted me and refunded the charges. 
  after 3 customer service reps said it was company policy to not give refunds 

  I wish I didnt have to go outside their company to get this corrected  

  thank you BBB for your support 

   

• Initial Complaint

  Date:04/02/2024

  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 have taken fairly advanced math classes and requested a tutor to help streamline my process of studying for a standardized test. I made two specific and completely reasonable requests for the tutor's skillset--a solid understanding of the test and formal communication skills. The company completely ignored these requests and proceeded to assign a tutor who was clearly unqualified, schedule me for tutoring sessions without my knowledge, and contact me at the incorrect email address--all without me ever signing the Terms of Customer Account Use (partly because the company used the wrong email address). This completely wasted my time and I requested a full refund. The request for a refund seems to have been ignored.

  

  Business Response

  Date: 04/08/2024

  Varsity is in receipt of the Complaint filed by Bowie Hall. 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:03/27/2024

  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 **** and never being reimbursed for 2 hour of tuition with varsity tutors. At the end of February I had 1 hour 45 minutes on my account which I had to use by the end of the month. Also that month they charge me 1 hour for cancelation of the session, no one told me that this charge exist neither before or after cancelation. I had to cancel two session and each session cost me ********************************************************************** this hour that I have to use by March 25. I attached email about approved credit. So I had balance to use - 1 hour 45 minutes by the end of February and 1 hour in March. I asked tutor to have a longer session for 1 hour 45 minutes, he agreed, his email in attachment. In reality his session took less than hour. After cancelation of my membership at the end of February they closed my account and did not schedule new sessions, so almost two hours gone, one for February, and one for March. I called to Varsity Tutors (*****) to get help with this situation, but they only was willing to submit the request about probably opening account for one hour, not two hours, no money reimbursement.In reality having so negative experience with the company I would like to get money reimbursement since I also have questions for the quality of tuition. ******** was for AP physics I have PhD in physics.

  

  Business Response

  Date: 04/01/2024

  Varsity is in receipt of the Complaint filed by ********************. Mr. ******* concerns regarding his experience on Varsitys platform, and the related request for a resolution, were already under review at the time the Complaint was received, and Varsity has provided what it believes to be an amicable resolution. Varsity is proud to be an affiliate of the BBB and values the relationship. If you have any questions or comments, or would like to further discuss, please feel welcome to contact us.
  

  Customer Answer

  Date: 04/05/2024

  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,
  
  ********************