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:02/09/2024

  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 Feb 9th, I was told that it was ****, with no mention of dollars or a hundred, just ****, and then I saw after I submitted my card details that it was $699.00 dollars, which is six hundred dollars. I am a student, and this amount is FAR more than he made it sound like, and if I don't get this money back, I will not be able to eat.I was told that I couldn't get a refund, and then I was told that someone would call me in 24 to 48 hours to resolve this; it sounds like I will get my money.I was then told at 5:01 that I most likely would get a refund, and then I asked if I for sure got my refund, at which time the person on the phone hung up.I called back and am speaking to ****** at 5:03 pm. I was told by this person that it takes 3 to 5 days for a call back from the billing team - that is different from 24 to 48 hours, which I was told by the person who hung up on me at 5:01

  

  Business Response

  Date: 02/19/2024

  Varsity is in receipt of the Complaint filed by *********************. Although Varsitys attempts to make contact with Ms. Blackwater 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. Blackwater 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: 02/21/2024

  Complaint: 21273316
  
  I am rejecting this response because:
  
  They never called me
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 02/23/2024

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

  Customer Answer

  Date: 02/26/2024

  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:02/08/2024

  Type:Customer Service 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.

  This business puts up all kinds of roadblocks when you decide to cancel. It cannot be done online, you must make multiple phone calls over several days and effectively "negotiate" your exit. They will not take no for an answer at first, they will try for several minutes to talk you into keeping your account. Then when you finally are able to cancel, they add an extra month's charges whether you use the service or not. I found this company to be pretty unscrupulous. I don't know if what they do in terms of customer cancellations is illegal, but it should be. I plan to warn everyone I know to avoid them. And I'd like my March **** "payment" refunded.

  

  Business Response

  Date: 02/13/2024

  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: 02/14/2024

  Better Business Bureau:
  

  The businesses response is untrue and disingenuous, no effort was made to contact me that went unanswered.  They finally did refund my money, though, after several calls by me.  I think it's clear that if I hadn't stridently pursued this they would have kept my February payment.  Glad to have my money but not impressed by Varsity Tutors.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:02/07/2024

  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.

  After opening my account online with ********************** on 2-28-2023, providing info including payment, I received a call from a VT LLC rep to discuss a tutoring plan & match to a tutor; I explained that I need help only for one semester long class, ******* suggested a month-to-month Learning Plan at $369/month. I used VT LLC 1:1 tutoring ************* 2023. After my last session 4-25-2023, I tried to end my membership online, found a Cancel My Account tab under FAQs & learned I could only cancel a membership via phone. Upon calling, I requested my membership be ended, as I no longer need tutoring. ******* offered to adjust hours, pause membership, allow a friend to use hours, & attempted to pressure me not to cancel. I insisted I didn't need any tutoring & requested that my membership be cancelled; ******* said she would end my ************** trusted she would cancel it that day as agreed. It recently came to my attention that VT LLC continued to charge my credit card $369 on the 28th of every month since then (4-28-2023- 1-28-2024), totaling $3690 unauthorized charges for a service I did not use or need. I did not log in or use any of the tutoring resources I was charged for, as I had been told by ******* that I cancelled my plan. I called the customer service line 2-1-2024 & was again met with manipulative sales tactics. After explaining that my membership had been canceled 10 months ago, ******* was apologetic but resistant to cancel, attempting to coerce me to maintain membership. 15 mins later, I canceled my membership & had to request an email confirmation. On 2-1-2024, I checked my VT LLC portal, which shows payment scheduled 28th of Feb. My account was credited with 28 tutoring hours, not the entire amount of unused hours I was illegitimately charged for, and is not acceptable as a resolution, as I have no need for tutoring services, which I explained in both Apr '23 and Feb '24. I expect a full refund for the unauthorized charges totaling $3,690.00.

  

  Business Response

  Date: 02/13/2024

  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. 
  
  

  Customer Answer

  Date: 02/14/2024

  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:02/07/2024

  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.

  Varsity Tutors has continued to charge me each month even though my membership expired in September 2023. I have to call and demand a refund every month.

  

  Business Response

  Date: 02/13/2024

  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. 
  
  

  Customer Answer

  Date: 02/14/2024

  Complaint: 21257834
  
  I am rejecting this response because:
  The response that they made is misleading. They did not try to contact me, as implied. They sent an email to me stating how they would refund my account with apologies. I waited for a phone call, but never received one. 

  The letter states, "If I have questions...please reply to the email." At this point, I have received the refund. From what I have observed by comments online, this appears to be a regular business practice. 
  
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:02/03/2024

  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.

  Hired Varsity Tutor for my daughter. The process of pairing up the right tutor for my daughter was very helpful. Our tutor was great.
  However the billing is horrible!!
  I contacted VT advising them I no longer had a job. They suspended $489 withdrawal from my checking account for a couple months. Per contract I could terminate the contract if I was unemployed for 3 months which is what happened however they started to withdraw $489 again. I've emailed and called the company to refund 3 x $489 but that has yet to be resolved. When I called last time I about lost my mind. I explained to the rep that I was requesting a refund due to my unemployment and he was actually trying to sell me more product. He was not listening at all and continued with his script..it was talking to a wall. He finally said he would refund the October payment and would be submitting a "request" to get approved to refund for 4/24, 6/22 and 9/22/23 (3 x $489) withdraws.
  Again the tutor was fine but they are thieves when it comes to billing. I have not been refunded after repeatedly trying. Being unemployed, a single parent and not being refunded this amount is really shady business. You try to do what you can for your child and then you're almost held hostage for it. I do not recommend this company for this reason. I even asked them if they needed proof that I no longer worked and they said no. Please help or I'll pursuit legal action. Thank you.

  

  Business Response

  Date: 02/07/2024

  Varsity is in receipt of the Complaint filed by **** *********. Varsity contacted Ms. ********* upon its receipt of the Complaint and ultimately chose to provide a resolution that was satisfactory to her. Accordingly, it is Varsity’s 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:01/31/2024

  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.

  I entered into a contract for tutoring for the LSAT. I took the LSAT in October 2023 and Varsity continued to bill me. As soon as I realized they were doing this in January 2024, I immediately contacted them to stop them from doing so. I was not aware they were continuing to bill me, they did so on my credit card, which I had used to pay the original bill. Essentially Varsity if they keep this money will be unjustly enriched in that they provided me with no further services nor did they keep tutors available to me for certain time slots such that they would have sustained expenses that would justify the billing. Essentially they are insisting on keeping money that they did not earn and they should refund the money to me.

  

  Business Response

  Date: 02/07/2024

  Varsity is in receipt of the Complaint filed by ****** *******. Although Varsity’s 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:01/28/2024

  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.

  The date of my transaction was on January 25, ****. When purchasing my hours, the representative lied to me about many things. I was desperate for help and she took advantage of it. I asked is there a tutor to provide help for my specific class (COMP 233). This is a university class which I said, but the support staff still put me down as college. Obviously she told me yes of course when she did not even know what I was talking about. The rep assumed that it was just a programming class when it was Probability and Statistics. Why would she tell me then she knows what I was talking about when I said COMP 233? Then, she did not even tell me that she was signing me up for a monthly plan when I specifically said just 4 hours. How is that even allowed!I called after my purchase asking for a refund but the rep persuaded to me that I could not get a refund and that I was in good hands.I was insured that a tutor would help me and that my needs were met. I purchased 1-1 tutoring for 4 hours and after completing my first and only hour today (January 28, ****) the tutor they provided me with did not know the material whatsoever. I uploaded documents and my assignment a few days prior also. In the 1 hour of "tutoring", NOT EVEN A QUESTION WAS COMPLETED. Not only this but their interface is terrible. ***** writing, not being able to erase properly, what the h*** did I spend so much money for? I was desperate for help and I went to their services for clarification, not more confusion. I never want their services again and after completing my first hour, I WANT A REFUND. Not "Oh we will pair you with a good tutor or more additional hours". NO I WANT MY MONEY BACK. I spent 379 dollars for what I expected to be exceptional services, which were in reality a joke. There support staff may come off as nice or helpful but they just want to take your money. They talk to you all sweet almost like you are a little child when they are there just to rob customers. I want MY MONEY BACK!

  

  Business Response

  Date: 02/05/2024

  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.

  Customer Answer

  Date: 02/05/2024

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

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

• Initial Complaint

  Date:01/27/2024

  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 paid the membership for the month. Scheduled the first tutoring session for my 8 year old, the session was terrible. Tutor was unprepared, and did not have a plan in place or took the time to review the student’s assessment. We had to stop the session as it was not efficient or productive.
  
  I complained about the experience. I was assigned a new tutor. Now the second session is scheduled and we log in to the session and unable to connect because the tutor lied said we did not show up. The session was scheduled at 6pm and I was messing her at 6:04 asking her where was she. No response. I immediate called customer service number to inform them but they were no help and I emailed them to inform them as well. I requested the membership to be cancelled and no further charges are authorized. I’m also requesting a refund because I paid over $300 and was unable to get a single minute of tutoring due to their unprofessional and unreliable tutors.

  

  Business Response

  Date: 02/01/2024

  Varsity is in receipt of the Complaint filed by ***** **** and has chosen to provide a resolution that Varsity believes to be satisfactory to Ms. ****. Accordingly, it is Varsity’s position 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:01/25/2024

  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.

  Back in 2022 my son had received services from varsity tutors which cost near $7,000. Back in may of 2023 I had called to purchase additional hours just for the month to help with end of year finals which costs $579. Since then they signed me up for a membership that o didnt know they had nor did I sign or agree to. I did NOT use any of their services in those 6 months. I had a few surgeries during that time & just wasnt checking my credit card thoroughly until I caught it 6 months later. I called them numerous times with no help & no call back from any manager like they said I would get. Every single week I call nothing. They refunded me 3 months but Im back to arguing with them without resolve. I dont get anywhere when I call no one will call me back I dont know what else to do.

  

  Business Response

  Date: 02/01/2024

  Varsity is in receipt of the Complaint filed by ********************* and has chosen to provide a resolution that Varsity believes to be satisfactory to *********************. Accordingly, it is Varsitys position 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: 02/05/2024

  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. They issued me a refund. Thank you 
  
  Sincerely,
  
  *********************

   

• Initial Complaint

  Date:01/23/2024

  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.

  We paid for weekly one hour coach sessions for our high schooler. Payment Date: Nov 6, 2023 ************ 329/mo Our son had one session. The following week we asked to skip due to my dad dying and us going to the funeral. The week after the tutor never showed, and had apparently canceled the weekly session before telling us he couldnt tutor at all in December.I messaged with a second tutor, set a time and he canceled the morning off. My son had ONE coaching session and I have spent so much more time than that session trying to find why the first tutor wasnt at the next session, finding and scheduling another, and dealing with my son freaking out today when it got canceled without notice for the second time.I emailed with the company many times asking for a refund. Instead we were charged for a second month, told they would not refund us and basically left high and dry. I canceled so we could not be charged a third time, but this means we spent a total of $658 for a single hour tutoring session. 2nd Payment Date: Dec 6, 2023 2nd ************ 329/mo Total amount charged: $658 Services Promised: 4, one hour tutoring sessions Services Received: 1, one hour tutoring sessions I have emails between me and Varsity Tutors but am not sure how to share them. If this doesn't work please let me know how I can send them to you: **************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************** THANK YOU for your time! Any help is greatly appreciated!!Regards,***********************

  

  Business Response

  Date: 01/30/2024

  Varsity is in receipt of the Complaint filed by ***********************. Pursuant to ******************** Complaint, Varsity has taken the steps necessary to ensure that **************** will not receive any future communications from Varsity. The ****************** made additional outreach to **************** upon receipt of the Complaint for the limited purpose of providing her with instructions to request the deletion of her information from Varsitys records (as that process requires verification of identify and Varsity is unable to effectuate that on ******************** 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. 
  
  

  Customer Answer

  Date: 02/01/2024

  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. THANK YOU SO MUCH for your help with this!!!
  
  Sincerely,
  
  ***********************