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: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.

  Last Sunday, 01/21/2024 I hired Varsity Tutors to provide tutoring to my son on AP Physics I. He had a mid-term test on the following day - Monday - and Varsity Tutors offered to provide the first ****** that same day and so he did should we hired the service. I purchased 8 ******s for 1 month period and the one ****** was taken on day 1, right after the purchase with an emergency tutor. After that another tutor was assigned to our account, and we received countless emails scheduling and canceling the next ******. Also the time frame provided for the ******s was just ignored. I called in to try to resolve the issue and the ****** was scheduled for the time requested - Thursday 1/25 at 4:00 PM. That was yesterday, Monday 1/22. Today Tuesday 1/23 I got another series of emails changing the schedule again. Called in again trying to cancel my subscription as we cannot live with all those changes, and get a refund but I was told that refunds are not available. I told them that I would find out about that since I only used 1 out the 8 ******s purchased, and at the time of the purchase this was not clearly stated, nor I would expect such a treatment. I was "forced" to schedule another ******, and I insisted in the same time, so because of that the tutor was changed. I'm asking for a refund of the non used ******s, 7 as of now.

  

  Business Response

  Date: 01/29/2024

  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: 01/31/2024

  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:01/23/2024

  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 had a one year membership with this company. I have tried several times to cancel it and the company will not respond. I have sent two emails. I have tried calling several times but get left on hold for a significant period of time, only to get disconnected as soon as I am finally connected to a person. I have tried to cancel through their online message system but they refuse to do accept it. I have sent a text message to their number and they still refuse to cancel. I had a one year membership and I have fully paid for that one year and I simply do not want to proceed with the membership any longer.

  

  Business Response

  Date: 01/29/2024

  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:01/20/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sign up for a total of 4 hours of tutoring for my grandson. I only authorized the 4 hours, but this company has consistently charged my card 2 more times. This was not what I agreed to. When I questioned them they stated it was a subscription and this is not what I signed up for. This was a 10 week course and we only used their service 4 weeks toward the end.

  

  Business Response

  Date: 01/24/2024

  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.

  Customer Answer

  Date: 01/26/2024

  Thank you for responding and solving the issue so quickly.

  Customer Answer

  Date: 01/26/2024

  Thank you for responding and solving the issue so quickly.

• Initial Complaint

  Date:01/17/2024

  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.

  In November, we signed an agreement with Varsity Tutors for 4 sessions of tutoring. Two sessions were completed and both were unsatisfactory. The tutors were not prepared to teach the subject matter. We decided to forgo the final 2 sessions. One month later our credit card was charge AGAIN for an additional 4 sessions. We did not agree to a continuing payment or membership. We called Varsity Tutors immediately to request a refund for the second charge. We were told that it would be processed and that someone from Client services would contact us in 2-3 days. Neither the refund nor the follow up call were received.
  
  Trying to communicate to a human being at Varsity Tutors in regards to billing questions is very time consuming. I have spent hours on hold. The billing person is unable to handle a refund but says that we will be contacted in the upcoming days.
  
  The business practice of a recurring charge which was not agreed is deceitful.

  

  Business Response

  Date: 01/25/2024

  Varsity is in receipt of the Complaint filed by **** ********. Varsity's attempts to make contact with Ms. ******** in response to the Complaint have gone unanswered, and Varsity requires additional information/details from Ms. ******** regarding the Complaint in order for the parties to work toward an amicable resolution. To that end, Varsity remains willing to speak with Ms. ******** regarding the matters raised in the Complaint at a time convenient for her. Ms. ******** may contact Varsity's customer experience manager at the phone number that was provided to her in the emails dated January 18, 2024 and January 23, 2024 to further discuss her concerns.

• Initial Complaint

  Date:01/13/2024

  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'm writing to formally address a concerning matter regarding unauthorized charges debited from our account. We sought services for our daughters upcoming test, believing it to be a closed-ended arrangement. To our dismay, subsequent to expressing our satisfaction with the service, our account was debited $651.38 on December 6, 2023 and an additional $579.00 on January 8, ****. Upon contacting Varsity Tutors, we were informed this was a subscription. After examining the initial emails, it became evident that this was referred to as a membership. We explicitly conveyed that there was no recollection of discussing a subscription or membership during our initial phone conversations. This situation feels like a bait-and-switch tactic, which is further underscored by a pattern observed in other complaints against Varsity Tutors. More importantly, the company is not willing to refund and stated we should have read the fine print, even after explaining my wife had major surgery on January 8, ****. I want to emphasize that, during our interactions, no mention of a subscription was made, and this lack of transparency has resulted in an unexpected financial loss. I find it disconcerting that similar complaints exist against Varsity Tutors, hinting at a recurring issue. In light of these circumstances, I kindly request immediate assistance in recovering the wrongfully debited amounts. I do not seek an extension or credit. I would ask that you forward this complaint to the ****** of ******** Protection to prevent this from happening to other consumers engaging with Varsity Tutors. I expect a prompt and thorough investigation into this matter and look forward to your timely response. Sincerely, *** & *********************

  

  Business Response

  Date: 01/18/2024

  Varsity is in receipt of the Complaint filed by ****** & *********************. Although Varsitys attempts to make contact with the *****' 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 the *****' 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: 01/18/2024

  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.
  

  Please note:

  Varsity Tutors response appears to be a standard, pre-written reply when addressing concerns raised with the Better Business Bureau. I did receive an email from ********************* on January 16 and promptly called her on the 17th to express gratitude for the refund. While I was hoping to share additional information with her, unfortunately, I did not receive a callback. Nevertheless, we acknowledge Varsity Tutors for promptly processing the refund, and we genuinely appreciate their understanding. Looking ahead, we hope for improved communication where the clients voice is considered in future interactions without the need for additional and unnecessary steps.

  
  Sincerely,
  
  ****** & *********************

• Initial Complaint

  Date:01/11/2024

  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.

  I was interested in learning European Portuguese for 3 months and ended up signing a contract for one year which I don't need, was not interested in the one-year contract as I was unemployed and could not afford it. They are still billing me and I am not working with any tutor.

  

  Business Response

  Date: 01/22/2024

  Varsity is in receipt of the Complaint filed by **************. Varsity attempted to effectuate what it believes to be an amicable resolution to the Complaint; however, the refund issued by Varsity was rejected by ****************** financial institution. Varsity contacted ************** via email on January 15, ****, to advise of this and detailed alternate methods by which the refund could be issued (Paypal, paper check, etc). ************** has not responded to Varsity's January 15, ****, email and therefore Varsity has been unable to proceed with issuing the requested refund. Varsity remains willing to issue the refund to **************, provided she responds to Varsity's email and provides the necessary information in order for Varsity 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: 01/22/2024

  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:01/11/2024

  Type:Delivery 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.

  Date of payment Nov 15 and Dec 14, 2023 Nature of business - on line language tutor of Japanese Issue : I sent email to my teacher ***** that I can not continue Japanese learning class on Oct but I found there were two times billed on next month for $398 and been paid They have refused my refunding request It is very unfair they can continue billing for no tutoring service I was told my email sent to the teacher is not effective - it doesnt make sense to me

  

  Business Response

  Date: 01/16/2024

  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 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 do not hesitate to contact me.

  Customer Answer

  Date: 02/16/2024

  The claim disputed with Varsity has been settled 

  thank you so much for your help

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

   

• Initial Complaint

  Date:01/10/2024

  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 December 14th 2023 I logged in to cancel my membership with Varsity Tutors. When attempting to do so I was given a notice offering a free month in order to find the value in their service, I accepted the offer. On December 30th 2023 I was then charged $369 for the next month's membership. I contacted customer service and requested they uphold this deal, they denied it. I cancelled the account during this call to confirm this would not occur again and requested a refund, the refund was denied. I was told during the call to offer the hours to friends or family members who were looking to learn with a tutor, I explained this was not a viable option for me and again requested a refund. I now have six hours of tutoring that I do not need, four of which I did not want to begin with as I attempted to cancel well in advance before my next billing. This business should be ashamed of itself for playing this sort of game.

  

  Business Response

  Date: 01/16/2024

  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 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 do not hesitate to contact me.

  Customer Answer

  Date: 01/25/2024

  Varsity Tutors has refunded me for the membership as a whole, which was an above and *************. It is unfortunate that I had to resort to this post to make that happen, but the outcome has resolved my issue. 

• Initial Complaint

  Date:01/07/2024

  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 Saturday, January 6 I had a tutoring session scheduled for my son. The tutor never showed up. This was the first session, and since it was already not reliable, I am requesting a refund. I have canceled my commitment, my membership, with the company, and Im requesting a refund which they are refusing. I have not had one session yet.

  

  Business Response

  Date: 01/11/2024

  Varsity is in receipt of the Complaint filed by ***********************. Although Varsitys attempts to make contact with **********************;in response to the Complaint have gone unanswered, Varsity has effectuated what it believes to be an amicable resolution, and remains willing to discuss the Complaint with **********************;should they wish to do so. Varsity is proud to be an affiliate of the BBB and values the relationship. If you have any questions or comments, or would like to further discuss, please do not hesitate to contact me. 
  
  

  Customer Answer

  Date: 01/11/2024

  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 since a full refund has been issued.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:01/04/2024

  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.

  Varsity Tutors is charging me for services I didn't receive in the month of December and this was explicitly explained to the agent who said she was escalating this matter because she understood my situation and wanted to help me. The last tutoring services received were on Nov. 30th. My son took the SAT on Dec. 2nd at 7:30am. The ********************, did not provide services on Dec. 3 or 6 as he so claims. I have recorded sessions for each session and no recording was provided for Dec. 3 or 6 because those sessions never happened. Tutoring sessions were on Tuesdays and Thursdays at 7:30pm from Nov ****. ******************* was supposed to make up the session missed on Thursday Nov. 23 (Thanksgiving) during the week of Nov. 27. He in turn added an additional 30 minutes to the sessions on Nov. 28 & 30. My mistake was that I didn't cancel the membership prior to Varsity Tutors auto-charging the membership fee on December 2nd. It is a common mistake for any first-time customer and ********************** should recognize that and make it right by refunding $579 since services were not provided in December. I sent the tutor an email confirming that my son's services would not be needed for December and to this day I have never heard back from him. I then realized that I could cancel the membership via the app, which I did and received a confirmation email on Dec. 19. I paid for the services received in November. Varsity Tutors made their money but is now stealing an additional $579 from me instead of doing the right thing and refunding me for services that were not received. This is the first and last time I will ever use Varsity Tutors and I will never recommend this organization to anyone as they only care about making money instead of truly helping their customers.

  

  Business Response

  Date: 01/12/2024

  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 do not hesitate to contact me.

  Customer Answer

  Date: 01/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that it wasn't until I filed a complaint with BBB that Varsity Tutors took action to resolve the matter and issued a refund. Although this resolution is satisfactory to me, Varsity Tutors should instill a process where customers, especially first timers, are notified 5-7 business days prior to a membership renewal and charging a customers credit card. Varsity Tutors should also allow for a 3-5 day grace ****** post the membership renewal date that allows customers to cancel the membership for the upcoming ******. These options allow for optimal transparency and accountability for both parties, Varsity Tutors and its customers.

   

  To date, I have received two emails from Varsity Tutors - one stating that a refund was issued and the second requesting participation in a survey, which I declined. If that is the communication that Varsity Tutors claims it has made to correct this situation, then yes, I no longer wish to communicate or do business with an organization who lacks proper customer service skills.
  
  Sincerely,
  *****************************