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:01/03/2024

  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.

  On Nov 1, 2023 I called Varsity Tutor to cancel my monthly membership as I was not happy with the service. I understood that I had to provide 30 days advance notice so I would still have to pay for December. The customer service rep said my account was cancelled but said I could still use my remaining tutoring sessions that I had paid for and she even offered some additional free sessions since I was an unsatisfied customer (which I didn't really want). At the end of the call I asked her to confirm that I would definitely not be charged again and she assured me that I would not be. I followed up with an email on Dec 1 saying that I wanted to unenroll from any remaining tutoring sessions that I had and confirmed once again that I wanted to ensure that my account was cancelled and would not be charged in January.
  
  Despite multiple requests and confirmation from Varsity Tutors that I would not be charged again, I was charged $296 again on January 1, 2024. I called to request a reimbursement and the customer service rep I spoke to said I would have to pay January since I hadn't given 30 days notice. I have taken the necessary steps to cancel this service and even gone above and beyond to ensure that the account was cancelled, but I continue to be charged. This is is an unethical business practice on the part of Varsity Tutors. I am requesting reimbursement of the January charge of $296 and final cancellation of my account to resolve the issue.

  

  Business Response

  Date: 01/09/2024

  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 do not hesitate to contact me.

• Initial Complaint

  Date:01/02/2024

  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 initially attempted to cancel my membership twice. Still, I was enticed to continue with the promise of a "free month" and a courtesy call to discuss whether I wanted to continue or cancel. Regrettably, the promised courtesy call never came, and by the time I realized it, the payment had already been deducted from my account, totaling $579.
  
  Upon reaching out to cancel and explaining my situation, I was assured a reimbursement process that would take 4 to 6 business days. Given the timing of my call, just a few days before Christmas, I expected the refund to be reflected in my account after the New Year. However, my recent conversation with an agent, who identified himself as **** (though an email indicated ****), revealed that the reimbursement had been rejected because it was set up as a direct payment.
  
  I expressed my frustration, noting that I had not received any communication about the rejection. The agent, seemingly placing the responsibility solely on me, emphasized that my duty was to call and cancel to avoid automatic payments. This response disheartened me, especially considering the initial promise of a "courtesy call." he said that at this point, since I canceled the membership, they could not process anything and that I should sign up for a $10 per month deal for one month that could help consume the $579. BTW, my daughter's scores on the SAT DID NOT improve but were lower.
  In conclusion, my experience with Varsity Tutors LLC has left me feeling violated and taken advantage of. I believe there is a lack of integrity in their communication and business practices. While I recognize that mistakes happen, I hope this feedback encourages them to review and improve their customer service processes to prevent similar situations.

  

  Business Response

  Date: 01/09/2024

  Varsity is in receipt of the Complaint filed by ****** ********. Although Varsity’s attempts to make contact with Ms. ******** 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. ********  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. 

• Initial Complaint

  Date:12/28/2023

  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 contacted varsity tutors to get help for an exam that was on December 20th. First of all I asked for 4hours and got scheduled for way more and they got me a membership that renews every months without telling me. Thankfully with all the complaints I saw I got that it was an automatic renewal and I asked for them to cancel it which they didn’t at first. I got a tutor named ****** who scheduled a session for the 17th and never showed up. I paid $379.00 CAD for nothing. The tutor never reached back to me I called the support to tell them again I wanted a refund and to cancel my membership they told me to try the instant tutoring and that they would have the tutor reach back to me or get me a new one. None of that happened nobody replied to the instant tutoring and nobody ever reached back to me. I called today again to ask for a refund since i won’t be needing any more tutoring the exam passed since a week and they said I couldn’t get it. They keep talking about the terms that I apparently signed but I couldn’t read it. You click on a link and boum you just signed the terms, I’ve tried many times to read them but I couldn’t. I don’t understand why I should pay for hours I’ll never use and if I keep those hours they’ll have me buy another membership despite the hours I’ve already bought. I need someone to really consider my request and not just want to keep me scheduled in that thing. Thanks

  

  Business Response

  Date: 01/09/2024

  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 do not hesitate to contact me.

• Initial Complaint

  Date:12/28/2023

  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.

  Hello, I am requesting a refund of the fees I have paid on my account. ********************** did not meet its obligation to pair him with qualified tutors. The first two tutors could not help him and the most recent one kept rescheduling. He finally called me and apologized for being unprofessional but that he had alot going on. I have been very patient, but it is not right or fair that we pay close to 300 a month and not get anything for it. *******************************

  

  Business Response

  Date: 01/09/2024

  Varsity is in receipt of the Complaint filed by . Although Varsitys attempts to make contact with ****************************;in response to the Complaint have gone unanswered, Varsity has effectuated what it believes to be an amicable resolution, and remains willing to discuss the Complaint with ******************** should 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

  An amicable resolution has been reached. Thank you

• Initial Complaint

  Date:12/28/2023

  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.

  My wife purchased online tutoring for my son this spring and entered into an agreement where Varsity would provide 8 hrs of tutoring at $579/month. I was not aware of this arrangement although it was my credit card being charged. We were subsequently billed monthly at 579/month but never notified or reminded that we had hours available to use. When I tried to cancel via the website, the cancellation option was not available. I ended up chatting with a rep today and was told that no refund would be available due to their terms of service. I think it is bad business to collect the fees without providing the service, not providing any reminders that hours went unused and not offering any reimbursement.

  

  Business Response

  Date: 01/05/2024

  Varsity is in receipt of the Complaint filed by Mr. ******. Varsity contacted Mr. ****** upon its receipt of the Complaint and ultimately chose to provide a resolution that was satisfactory to him. 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 do not hesitate to contact us. 
  
  

• Initial Complaint

  Date:12/20/2023

  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 got a membership for my son and 2 times the women never showed up online to tutor my son then one person started saying she needs more hours to pay for her daughter to go to college. i am in shock. noone came to the class meeting whjile my son waited 30 min each time. i want a refund now!

  

  Business Response

  Date: 12/28/2023

  Varsity is in receipt of the Complaint filed by **** ******. Although Varsity’s attempts to make contact with Ms. ****** 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. ****** 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: 12/28/2023

  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:12/20/2023

  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 contacted Varsity Tutors looking for help for my son with executive functioning . We were set up with a tutor and had one session that went well. Then the tutor was unresponsive about shifting the schedule. Instead he cancelled the next two sessions.
  
  I contacted Varsity Tutors by phone expressing concerns that we were going to lose the money we paid for the hours that month; my son had a D.C. Trip followed by Thanksgiving. I also wasted one hour having a tutor get to know my son and his issues and would need to duplicate that time with a new tutor. I was assured all would be fine and assigned a different tutor.
  
  Not only was that new tutor unresponsive to scheduling, Varsity Tutors charged me for a new round of hours. I didn't have 8 hours (4 from November plus 4 from December), there were only 5 hours showing. The price is $329 for four hours. At this point, I see that I've been charged another $329 for a total of $658.
  
  There is no way to go into the app and cancel your account, the best you can do is pause for a month. On Dec 10, I emailed Varsity Tutors to cancel my account and refund my money. They say they can't refund because it is against their policy, they best they can do is offer me a free month. I told them I have no interest in trying to schedule with yet another tutor. This is just another shady business practice - the only thing clear on their web site is that "hours expire each month." If a business is working with contractors and not employees, it's shameful that they put the onus on the parents to chase down a contractor who has a full time job.
  
  The means to schedule and contact a tutor is terrible. You can't do it within the app to create a record - you have to call, text or email the tutor. While everyone at Varsity Tutors phone is lovely, they have no control over contractors to follow through with the promises that Varsity Tutors makes. I want a refund.
  
  Transaction Date Posted Date
  11/28/2023 11/29/2023
  10/28/2023 10/30/2023

  

  Business Response

  Date: 12/28/2023

  Varsity is in receipt of the Complaint filed by ******** ****. Although Varsity’s attempts to make contact with Ms. **** 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. **** 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. 

• Initial Complaint

  Date:12/19/2023

  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.

  Transaction date: Activated 6-month tutoring membership 12/30/2022.Amount of money paid ($299 x 12 months (!!!) = $3588, versus 6 months ($1,794), per the contract I agreed to, as confirmed in Varsity Tutors email to me on 12/20/2022 (see below).VT committed to provide: 6 months of tutoring Nature of dispute: Varsity Tutors unilaterally extended the 6-month contract and made it incredibly difficult to cancel any additional months they felt like adding.a)Referring to this as a 6-month membership is false advertising.b)NO WHERE is this strange arrangement (need to cancel membership after 6-months of 6-,month membership is over) clearly stated in company emails, website, or customer platforms.c)NO WHERE on the website or customer portal is it possible to cancel the 6-month contact at the end of the 6-months (a ludicrous requirement for a fixed term contract!). Instead, you may only do that by calling their ***** number. d)Varsity Tutors alleges theres a TOU somewhere and, if customers are fortunate enough to locate ***, Varsity Tutors fine print states they can extend the 6-month contract indefinitely unless the customer calls in to cancel the fixed term 6-month membership. Even on the Account Membership page, there is NO WAY to access the supposedly attached TOU or ECOM. Varsity Tutors is counting on clients NOT having access to that fine print that only benefits Varsity Tutors.Did the business try to resolve the problem: NO. In response to my complaint, I received a form letter email, NOT the requested phone or email contact from a company manager.Account Number: No account number was provided, which is a strange business practice. My daughters name is *************************, though VT erroneously spelled it *************DESIRED RESOLUTION: Refund $1,794 (the EXTRA 6 months of charges that are BEYOND THE ***** AND TERMS of my 6-month membership).

  

  Business Response

  Date: 01/04/2024

  Varsity is in receipt of the Complaint filed by ******************************. Varsity's attempts to make contact with **************************;in response to the Complaint have gone unanswered, and Varsity requires additional information/details from ************************* regarding the Complaint in order for the parties to work toward an amicable resolution. To that end, Varsity remains willing to speak with **************************;regarding the matters raised in the Complaint at a time convenient for her. **************************;may contact Varsity's customer experience manager at the phone number that was provided to her in the email dated December 23, 2023 to further discuss her concerns.

  Customer Answer

  Date: 01/05/2024

  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. Varsity Tutors eventually refunded the $1,794 I had requested (for extra charges that went beyond our contractual agreement).
  
  Sincerely,
  
  ******************************

   

• Initial Complaint

  Date:12/17/2023

  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 asked that my account be "paused" so I dont get charged for another month of not really utulizing their services. Even with an agent and an email confirming my account not being charged, they still went ahead and deducted fees the following month.

  

  Business Response

  Date: 01/10/2024

  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 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.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:12/14/2023

  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 enlisted Varsity Tutors for last minute assistance with my sons SAT preparation. In the verbal communications I had over the phone with the Varsity Tutors assistant, I stated that I wanted to sign up for only one month of service, approx. 8 tele-sessions of tutoring, leading up to my sons test and they verbally stated that was possible just to sign up for one month of help. Apparently, in the fine print they had me fill out on line to sign him up, they signed us up for an ongoing subscription that we did not want, and continued to charge us over $500/month for a service we did not want or need. My husband did not notice the ongoing charges to his credit card until over $1,500 in unused charges were made on his credit card. We never received any type of monthly receipt or communication stating that these charges were about to be tendered to our card, and we had no idea that this was continuing on without our knowledge. When I called to complain and tell them we had not signed up for a monthly subscription to their services they said there was nothing they could do to help and that it was our responsibility to call and cancel the unwanted subscription based on their Terms of Use (which would have been a fine print scam based on our verbal understanding that we did not want to sign up for month-to-month and were just in need of one months services) thought we were unaware that they had signed us up for any type of ongoing service. They refused to refund us for the unwanted/unused sessions and services, and despite multiple calls to get them to do the right thing and refund us the money. Ultimately, we paid $******/month for 4 months, but had just planned on paying for the one month and be done. If they had sent us a monthly billing receipt or any type of subscription notification we would have been alerted to this sooner and had been able to cancel promptly. The theres nothing we can do statement is infuriating!! (****** is legit, $1,737 was charged without knowledge or any type of monthly statement alerting us to the upcoming charges.)

  

  Business Response

  Date: 01/09/2024

  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 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.
  
  Sincerely,
  
  *****************