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:12/14/2023

  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.

  In October I requested private tutoring from Varsity Tutors. I said that I needed help with a specific software for this class (ArcGIS). I was instead twice matched to tutors who didn't know the software, causing them to have to request I be placed with another tutor, and delaying my start with tutoring. I thus lost time trying to find a tutor who did know what I needed help with while I continued to struggle with the class, and in the end, after two entire months and over 700 dollars paid, I only managed to have two sessions with a tutor. Not only that, but the same thing happened again when I tried to get a session with a tutor knowledgeable in SAS software; I was, again, repeatedly placed with a tutor who didn't know the software, causing me to be unable to be helped at all before I finished my final project.In light of the lack of any useful help I received from this program, I would like to request that the money I paid for both months, totaling 738 dollars, be refunded. Paying 738 dollars for what amounts to two hours of tutoring is, I am sure we can all agree, unfair and absurd, especially when both times, I was very clear that I needed tutors to help in very specific programs.Thank you very much in advance for your help.-***********************

  

  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: 01/10/2024

  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:12/12/2023

  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.

  On July 31, 2023 I called Varsity Tutors to inquire about some ACT prep tutoring for my daughter, and decided to sign up for a months worth of tutoring ( 8 sessions during the month of August 2023), for the price of $579.00. Later that same day, I called back to cancel our arrangement, and I was told that I could not cancel and receive a refund, despite not yet receiving any services. So, we decided to go ahead with the 8 tutoring sessions, since they were paid for and we were told there was no way to get a refund. During this second phone call I told the service rep that I only wanted to use a month's worth of tutoring and then wanted my membership to end. They assured me that this would not be a problem and that our membership would not extend past August of 2023. If this was not the protocol for canceling a membership or if there were other requirements for canceling, I was not told about them during this phone call. Looking through my bank statements, I noticed that Varsity had continued to charge me $579.00 at the end September, October, and November. I called on December 11, 2023 to point out these charges that should not have happened and ask for them to be refunded. I was told that these payments were not eligible for a refund, but I could cancel my membership and not be charged any more. I told them that I had already canceled my membership back on July 31, 2023 when we had our second phone conversation. I was told that they could send in a request for refund for the last billed charge (November 29, 2023), but the other charges couldn't be refunded. I told them that was unacceptable. I have attempted to email to get a response that way, but so far I have only received an email telling me that my membership had been canceled and that I would not be charged anymore. I would like to be refunded for the three charges that shouldn't have happened, for a total of $1,737.00.

  

  Business Response

  Date: 12/28/2023

  Varsity is in receipt of the Complaint filed by *****************************. Although Varsitys attempts to make contact with **************** -as well as *********************- 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: 12/29/2023

  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. The business response included the claim that they had made attempts to contact us about our complaint, but that is false. The only communication between us and the business was initiated by me, *****************************. However, the business has refunded us the money that they overcharged us, and that is what we wanted. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:12/11/2023

  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.

  I paid about 550 for 8 tutoring sessions.In a week, the turor missed two of the three sessions and I had to contact custom support on two seperate occasions for unrelated reasons. They refused to give a refund for the 7 sessions that I won't use.

  Customer Answer

  Date: 12/12/2023

  They have offered a refund, and I wish to withdraw the complaint. Thank you.

• Initial Complaint

  Date:12/11/2023

  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.

  Originally had dispute in November 2023 over a $597 charge which my son expected to be $199. When we went back and forth with Varsity Tutors I determined that my son may have misunderstood the terms of service but that they were very expensive and over billing compared to what they had told him. However, I and my son included in at least three emails that the monthly billing should be canceled and he would no longer use their services. Then today on December 11 they billed him again for $199 contrary to our directives. When I called them their customer service said she saw the email requests but had no explanation for the billing. Keep in mind that since the dispute with them on November 10 and 13th when I had emailed and had spoken to them, my son had stopped any tutor sessions. On youtube their own sales people say these issues are a problem and continue. They have to refund the $199 and I have filed paperwork with my back also for this reason.

  

  Business Response

  Date: 12/28/2023

  Varsity is in receipt of the Complaint filed by **** *******. Although Varsity’s 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 do not hesitate to contact me. 
  
  
  
  
  

• Initial Complaint

  Date:12/11/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted Varsity Tutors for SAT study services for my daughter in October. I clearly explained only wanted a month of tutoring or four sessions. My representative did not explain the cancelation policy, billing procedures, or expiration of sessions to me on the phone. I was sent a link that showed monthly plans, and I selected a plan with four sessions. Varsity Tutors charged my credit card on October 10, 2023, for $329.00.
  
  We only used two of the four sessions that month. On November 10, 2023, Varsity Tutors charged me for an additional month with two unused sessions. I immediately called and used the online customer service chat to request a refund and cancel my subscription.
  
  The phone conversation and online support gave me the same answers: I signed an agreement, and since I did not cancel my plan before the next billing cycle, which was only two days, I would not receive any refund. I also had two unused sessions. I tried to review my signed contract, and it could not be located in my account.
  
  I spent several hours trying to find a way to cancel the plan online, and it did not exist. I am attaching one of the online customer service exchanges. I am unable to provide documentation, but my online conversation did not offer any additional support or help with getting a refund. I requested to speak to someone who could address my concerns and never received a phone call back. My main concern with the company was an automatic renewal without prior notice. At $329.00 a month, they should provide ample notice on your account page or an email. With only using two sessions, I did not understand or know that the renewal went by date and not sessions.
  
  This company does not educate its customers on how the billing cycle works. I am hoping for a refund of one month and that this company will look to change their online system and practices so customers are not required to accept additional services they had no intention of using.

  

  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:12/09/2023

  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.

  On November 27, 2023, I received a phone call from ***** wanted to setup my varsity tutor membership account because they have Cyber Monday deals going on (which was 20% discount on 4 hours, 8 hours, and 12 hours tutoring package per month). ***** promise me that all their packages comes with 1-on-1 tutoring with highly personalized instructions, network of rigorously vetted tutors, unlimited learning live with small groups classes, on demand lessons, assessments and practices, seasoning learning programs, instant tutoring with flexibility for life, and self-studying materials. I paid that $831.20 up the front and activated my account. When she was setting up my account, I mentioned to her that due to my strict work schedule, I would like to have 3 hours session per weekend on are Fridays and Saturdays so I would like to dedicate tutoring on those days, and I would like my tutoring to be an hour and half on Fridays, and an hour and half on Saturdays, or full three hours on Fridays. She only setup just an hour and half on Fridays. She mentioned to me that once varsity find me a “tutor match guarantee person”. She also mentioned that the tutor can also make a personalized flexible schedule accordingly to my time. I find out that all of these from ***** were all lies, disappointment so I am requesting a full refund of $831.20 because varsity tutors failed all of these promises. However according to varsity tutor’s terms and condition that I signed, it said it on section II, “unused pre-paid live 1:1 tutoring hours and live class session hours are eligible for refund from varsity for up to 30 days from the date of purchase, you have completed at least one meeting of session with a professional through the platform following your most recent purchase”. I am eligible for a refund said it directly from their terms and condition however, they keep insisting that no refund policy which in the United States, it is illegal to run a business with no refund policy.

  

  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:12/08/2023

  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.

  Varsity Tutors is a complete scam. I originally signed my son up for one month of tutoring sessions to prepare for the LSAT. When he spoke with the sales person, he NEVER mentioned that when you sign up, it is a subscription. There was no contract to sign advising of this either.
  He finished his classes and then we got charged another $1,385.33 for the next month! I called as soon as the charge hit my credit card to get a refund but was refused. A subscription for an LSAT class makes NO sense. It is a one time exam. You would not need ongoing tutoring. In fact, Kaplan, Princeton Review and all the other services just provide a 4-6 week class because that is standard as more time would not be necessary to prepare for one test. I wish I would have looked for online reviews before signing up. It's unfortunate because the tutoring sessions were actually valuable. But the fraudulent scam this company is running overshadows the quality of the services they provide. I never agreed - and would not have ever agreed to have a subscription. When I asked for a refund they refused but offered to apply the money to another subscription. Which is absurd of course as I only needed one LSAT session for my son. This is a complete money grab. This company needs to be prosecuted for fraud.

  

  Business Response

  Date: 12/28/2023

  Varsity is in receipt of the Complaint filed by ****** ****. Ms. ****** concerns regarding her experience on Varsity’s 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 do not hesitate to contact us. 
  
  

• Initial Complaint

  Date:12/08/2023

  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.

  The business charged me even though they said they wouldn’t if I didn’t use all the services. They charged me without my approval and then wouldn’t refund even though I didn’t even use services. I’ve tried to work with them they will not work with me.

  

  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:12/07/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I initiated a membership with Varsity Tutors 1/10/23 for my high school aged son for tutoring services. I agreed to a 6 month term, 4 hours of tutoring per month at a cost of $299. My son was matched with a tutor for his needs and he received tutoring fairly regularly January through June 2023. During this time-frame, I received phone calls regularly from Varsity Tutors representatives to inquire if we had any questions and if tutoring was meeting my son's needs. The terms of my membership expired 6/10/23 and we stopped scheduling all tutoring sessions. I was recently checking my credit card statements and learned that I continued to be charged by Varsity Tutors outside the terms of my membership. I note the following additional charges to my credit card that I did not authorize: July 10 in the amount of $373.75, Aug. 10 in the amount of $299.00, Sept. 10 in the amount of $299.00, Oct. 10 in the amount of $299.00, and Nov. 10 in the amount of $299.00. I contacted the customer service number to inquire this billing error on Dec. 7 and spoke to a representative named ******. I requested a refund for the above noted billing charges. He informed me that the membership didn't end after the 6 months and the charges on my bill could not be refunded. I then requested he transfer my call to someone authorized to be able to provide a refund for the unauthorized charges. He told me my inquiry would be escalated to a representative and I would receive a call back to discuss with me "the terms of the contract I signed." He confirmed my phone number and the call was ended. I never signed any contract, nor did I agree to continue to pay for recurring charges. No tutoring services have been used after our 6 month membership. Also, any calls from Varsity Tutors to ensure our needs have been met completely stopped after the 6 months as I was unaware that we continued to be charged. I expect a full refund for the charges noted above in which tutoring services were NOT rendered.

  

  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:12/07/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted Varsity Tutors to provide some tutoring for my son who was struggling a bit in his college physics course. My son told them the topics on which he was needing help and they said they would be able to provide a tutor who was knowledgeable on that topic. My son worked with the tutor during a single session for less than two hours and went over the material with the tutor but it was soon obvious that the tutor did not have any understanding of the subject matter. He and my son attempted to work through a couple problems that he was struggling with and the tutor was not able to solve or explain either of the the problems. For that service I was billed $200, a total waste. Since this membership was in my son's name I I told him to call and cancel the membership with Varsity Tutors and explain to them what the issue was. He did that and told me that he was told the membership was put on "hold". I asked for clarification on what that meant and was told the unused amount paid would be held onto by the company and the membership would be put in abeyance and only charged again if my son decided he needed additional help. I was not entirely happy with that given that I paid money for a service that ultimately was not provided. In the interest of putting this behind me I was willing to let the matter rest as long as the membership was not charged again However, they charged my credit again on the December 3rd for a service they knew was no longer desired and for which they had been informed to cancel. Given they didn't successfully fulfill their obligation with the first $200 I paid I reality I think that money should be refunded as well but I'm willing to forget that and write it up as a bitter experience with a dishonest company but to have them charge me again is unacceptable. I want the last $200 they billed me w/o my authorization refunded.

  

  Business Response

  Date: 12/28/2023

  Varsity is in receipt of the Complaint filed by *** ********. Although Varsity’s 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 do not hesitate to contact me.