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:03/24/2024

  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.

  Feb 23 2024 $369 ************ is not right! They led me to believe that I was paying for a refresher course I needed to take the nremt again . They said that the hours would go towards that. After I finished the class no one knew what I was talking about and the *************** who signed me up and told me doesnt work there anymore. They said all calls were recorded so I asked them to pull the call from when I signed up. Of course they said they will try and cant promise me that because thats out of there hands..then they tell me I went over my hours of tutoring and I owe a balance and tried to charge me over $700 after I cancelled and didnt agree to the charges. ************ is not trust worthy and will try and rob you of your hard earned money.. please do not I repeat please do not go with this company!!!!!! Said I wouldnt be charged that was a lie

  

  Business Response

  Date: 04/01/2024

  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 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:03/20/2024

  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.

  Unethical Billing Practices At no point in my four onboarding phone calls was it disclosed that I would be auto-charged for additional months outside my agreed upon timeframe of two months. On 3.8, I was charged for $349.56 for the month of March, despite communicating with the tutor that we were not moving forward. I naively thought it was a mistake and I would be refunded once contacting them. I was very wrong. Following me finding I was charged beyond my two months, I spent 20 minutes on the phone with their representative on 3.19, being incessantly pressured to continue membership after insisting five times that we do not wish to at this time. Once I finally got through to the representative, they spent more than five minutes dramatically tapping on a keyboard "submitting the refund request". Before the end of the day I received the email, I was denied a refund and told that my account was cancelled. My email confirmation stated I wouldnt be charged as of 4.9. My account on ********************** website stating my next billing was 4.8. There is no option to disable or cancel your account on their website. Four separate text and email notifications are sent for tutoring sessions; yet zero notifications for upcoming charges or billing events. I have followed up with two emails to their support requesting that I receive email confirmation that my account is closed and no further charges will be made. I have received no response, but have received a survey to rate their customer service. It is clear their goal is to make a profit by charging people for services they dont receive. It is an incredibly dishonest way to operate, especially when parents are attempting to be proactive about their childs education.

  

  Business Response

  Date: 03/29/2024

  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:03/18/2024

  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 hired this company for a session to help with some computer troubles. They could not help and offered a refund. After a refund was not issued they said they would connect us with an individual who could help. This individual did help us to a degree. We have since been charged $197 and then $258.

  

  Business Response

  Date: 03/25/2024

  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. 
  
  

  Customer Answer

  Date: 03/25/2024

  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.

  However, Varsity misspoke in saying they had attempted to reach us but were unsuccessful. They did not attempt to reach us. And we are concerned that it takes so much effort to get a favorable response. Their customer service is not good. 

  Y**** you

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

• Initial Complaint

  Date:03/18/2024

  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.

  We entered into an agreement with Varsity Tutors to work with our son 1:1 online on February 15, 2024. I was hesitant about the online format, but recognized the potential advantage of having expertise from across the country able to connect with our son, and I liked the other resources that were available. During the conversation setting up the services, we were led to believe our first month of services (and charges) would be tied to our once a week tutoring session and that we could evaluate whether or not to continue after 4 sessions. Our tutor took a few days to connect and we ultimately were able to start our sessions about 10 days later. The tutor was knowledgeable and pleasant, however, the sessions only lasted 30min (of 60 minutes paid), the camera was not turned on to increase participation and engagement, and the tutor did not address any of the study strategies or other elements of scholastic achievement that was asked for and promised by the company. Additionally, the tutor showed up 30 minutes late to 2 of 3 sessions and cancelled the 4th. While none of this factors into the complaint here, it did give us reason to want to cancel the service.We were charged for another month of service on March 15th, just before our 4th session was scheduled (and cancelled by the tutor). When we called to cancel the service, I asked for a refund of the upcoming month and we were denied. In all, we were charged for two months of activity for three half hour tutoring sessions. We have ceased all activities, yet they still want to charge us for use of the platform up until April 15th.

  

  Business Response

  Date: 03/25/2024

  Varsity is in receipt of the Complaint filed by ***************************. Varsity contacted Mr. ******** 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: 03/25/2024

  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:03/16/2024

  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 Tutotrs have been charging my credit card for more than 1980$ on 02/09/2024 inspite of cancelling the membership in November 2023. Icalled customer service for several hours to confirm the cancellation as they dont have prper email service for confirmations. Then in February they automatically renewed the account without my permission and charged 1980$ for tutoring we never recieved or asked for.

  

  Business Response

  Date: 03/21/2024

  Varsity is in receipt of the Complaint filed by *************. Although Varsitys attempt to make contact with Sreeda in response to the Complaint -and to confirm it as resolved- has 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:03/14/2024

  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 applied for the STEM program in high school. The **** exam was required I researched on line and found VT they provided prep for ****s. 7 weeks out from the exam I called VT and let them know I was looking for Tutoring to help prep my son for the exam on 10 Dec We discussed how many hours he would need for prep. my son is an A student, we opted for a 4 hr package. With 7 weeks till the exam we agreed, if the tutor determined he needed more time to prep we had time to add more hrs.the first tutor was terrible; in a different time zone she kept blaming my son for scheduling probs because she could not meet on originally agreed tutoring schedule. After several missed sessions, I called VT, we were running out of time, my son was not prepared and this tutor was not working. 4 of 7 wks wasted the first tutor was fired and they gave us a new tutor, with a promise if the new tutor assessed my son to need more Time to prep they would provide that free of charge. the second tutor was great, a few extra hours were added, and my son, better prepared wrote the exam. we said thank you and goodbye to the tutor.... 4 months later I discover they enrolled us in a 4 hr/month programme The problem was we never ever discussed a monthly plan ever. After the problems with first tutor they never noted I had evidently paid for 4 more hour. All discussions centred around what could be done prior to the exam They completely refuse to acknowledge I only asked for the services to prep my son for the exam on 10 Dec. it was clear services were never requested beyond that I raised this with them noting we started end Oct we agreed to 4 hrs. only 2 were used after 4 wks and they said any extra hrs would be free noting the exam on 10 Dec. I was shocked to find out they billed me Oct, Nov, Dec, Jan and Feb. I cancelled on renewal date in Feb. I asked for 4 months returned they only provide 2 if 4/8 note comment they misled me I wanted test prep only not ongoing tutoring

  Customer Answer

  Date: 03/20/2024

  BBB I am happy to report that Varsity Tutors reached  out to me  acknowledged my concerns and resolved  the issue promptly without further complication    I was impressed by their client experience team. They refunded everything with an apology.  
  

  without your organization I am sure I would never have received the consideration  I received 

   

  Thank you 

  

  Business Response

  Date: 03/21/2024

  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:03/08/2024

  Type:Customer Service 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.

  False advertisement - while searching for a tutor, this company posed as a local individual and even included a photo. It turns out that all I did was hand my info. over to a large, out of state company. Very aggressive amounts of what are clearly AI bots calling, sometimes multiple times a day. Blocking their number did not work and had to ask my phone company for assistance.Aggressive emailing - blocking and reporting spam doesn't work.

  

  Business Response

  Date: 03/15/2024

  Varsity is in receipt of the Complaint filed by *************************. Pursuant to Ms. *********** Complaint, Varsity has taken the steps necessary to ensure that Ms. ********* will not receive any future communications from Varsity. To the extent Ms. Polverari wishes to receive instructions to request the deletion of her information from Varsitys records, Ms. Polverari is free to contact the ****************** at ******************************** for further guidance (as that process requires verification of identify and Varsity is unable to effectuate that on Ms. *********** behalf). Accordingly, Varsity believes the issue set forth in the Complaint to be resolved. 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:03/06/2024

  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.

  On September 21, 2023, my daughter called the customer service number and signed up over the phone with Varsity Tutors with my approval and my credit card. She is a college student who was seeking help for an exam. My daughter explained that she needed support for an November 3th 2023 exam. The salesperson and her agreed on 12 hours of tutoring for the price of $1059.00 for one month. She had her first session on Sept 25, 2023, and used the last of her 12 hours Nov 1st, 2023. (Last session pushed back due to illness). Her sibling who is in school said she would like to try them. That is how I discovered talking to a sales rep on February 28th that they had been charging my credit card for services that we did know about, schedule, or use. The rep said that somehow, we got on a month-to-month plan! I explained how unlikely that sounded since there were not any more courses after that final exam that my daughter was taking. Varsity Tutors has been charging me $1059 a month for the last 5 months (October February) for a total of $5295. I should not be penalized for a service that was not signed up for and not used. I had told the rep that I wanted all charges except the original September charge to be reimbursed. She said she would send it to the proper channels. I have not received any communication from Varsity Tutors as requested but my daughter did on February 28th, the same day I called, stating that they declined. It is March 6th and I still have not received any communication from the company as I had asked. My research into this company from other media besides the Better Business Bureau shows that this overbilling happens far too often. I am requesting full reimbursement of $5295.

  

  Business Response

  Date: 03/15/2024

  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. 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: 03/18/2024

  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. They have refunded to me all monies. 

  I don't know why they said that I have not been in contact as I have been. I received and email from them, I responded with  a follow up email and a voice mail. 

  Sincerely,
  

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

• Initial Complaint

  Date:03/06/2024

  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 contracted with Varsity Tutors for my son last month. We then decided not to continue using the services and cancelled the membership TWICE online in advance of the next billing cycle. It confirmed the cancellation online with a pop up. Then I received a text notification that my son's appointment was upcoming. I went back online and there was no way to discern if the cancellation was completed. I then cancelled AGAIN and received the pop up notification AGAIN. Tuesday the 5th, we saw the full monthly charge of $349.56 on my credit card. It does not say you have to call to cancel anywhere. In fact, online it leads you through an online process to cancel. Only the response to my text message confirming cancellation did the company say I had to call. Believing they simply made an error, I called today and was informed the online cancellation is not a real cancellation and they would not reverse the charges. I requested a supervisor and none was available at this time. I am waiting for the charge to move from pending to final on my credit card before disputing it as fraudulent.Of note, it is nearly impossible to trace who owns this company as they also claim on their website to "not be associated with Varsity Tutors, LLC" yet when reviewing their SEC Filings on the parent company ********** it is clear they are the same company. I will be calling their officer later today as well. This appears to be deceptive. It has been proven from lawsuits, such as ProActive, that forcing clients to continue memberships is not ethical. I would like the BBB to file this complaint and request an investigation into the business practices of both Varsity Tutors and ****** **** These are unfair business practices. Reverse these charges today.

  Customer Answer

  Date: 03/09/2024

  The business has responded to me and refunded the fee in question. I consider this matter resolved and thank you for your quick action. 
  Thank you very much,

  *******

• Initial Complaint

  Date:03/05/2024

  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.

  I paid 220 dollars for a tutor. The guy spent the hour first hour helping me when he didnt know what he was doing. Then next day he is 20 minutes late to my tutor session and doesnt say a word when he gets on. I call varsity tutor and say that I want a refund they tell me i signed a contract saying that its non refundable when I did not. Nor did anyone tell me before I paid that it was non refundable. They then say they are getting me a tutor on the same day and lied. I did not receive a new tutor. I just want my 100 dollars back because everything I spent was a waist of time and money. Cause me to fail another test because of false information.

  

  Business Response

  Date: 03/13/2024

  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 **************** 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: 03/15/2024

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