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:11/29/2023

  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 created an account with the intent of looking at information on the website later. I did not purchase any services or formally request any services. This business started SPAMMING me with calls. They called me multiple times while I was at work, even after I told them I was not available, and after I told them I was at work. They kept calling me. I told them I no longer wanted to use their services because of the spamming calls. They called me AGAIN the next day. I told them explicitly to STOP CALLING. They stopped for one day, but resumed calling the next day.
  I didn’t get a chance to even look at any options on their website before the spamming calls and texts started. But it completely turned me off to using them at all. The continued spamming even after I said I did not want to use the service made me angry. I should not have to lodge a complaint against the business to get the spamming to stop. It is impossible to find any customer service on the website, the only contact is the phone number to sign up for services.

  

  Business Response

  Date: 12/12/2023

  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: 12/12/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  I have not responded to the company reaching out to me because my complaint is that I want them to leave me alone. I am ignoring any calls from them. What other communication have they tried to send me? 
  
  
  
  
  
  Sincerely,
  
  
  
  ********* ******

  

  Business Response

  Date: 12/14/2023

  Varsity is in receipt of the follow-up communication filed by ********* ******. Ms. ******'s 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 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 us. 

• Initial Complaint

  Date:11/29/2023

  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.

  I signed up for an 8 lesson/30 day package. After 4 hours I decided that the lessons were not working for me and called the company to discuss a refund. They informed me that they could not refund, so I attempted to use the remainder of my package. I took two more lessons which were not useful and the tutor missed my appointment. I decided no to use their service anymore and take to loss of several hundred dollars. Varsity tutors automatically renewed my subscription and charged me $700. I called to cancel expecting that refund would be possible and they ruled that they didn’t have any obligation to refund.

  

  Business Response

  Date: 12/12/2023

  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:11/29/2023

  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.

  Used virtual tutoring for SAT preparation for our son for July and Aug. Cancelled the service in aug, but was charged $329 for sept and $329 for oct. I called back to request a refund of these two charges and was told that they don't issue refunds, they only issue hourly credits for additional tutoring. I explained that a credit of $658 should be credited to my credit card because the service was not properly cancelled as requested in august. There are multiple complaints from other customers experiencing the same erroneous charges after cancelling membership.

  

  Business Response

  Date: 12/12/2023

  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 do not hesitate to contact me. 

• Initial Complaint

  Date:11/28/2023

  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.

  Recently found out that Varsity Tutors has charged us $1,850.00 based on an un-authorized person using our credit card numbers. I have asked them for a refund the most recent charge of $369.00 which they have refused stating they are not responsible to verify the card user is authorized.

  

  Business Response

  Date: 12/12/2023

  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 him. **************** may contact Varsity's customer experience manager at the phone number that was provided to him in the email dated November 30, 2023, to further discuss his concerns. 

  Customer Answer

  Date: 12/13/2023

  Varsity did not send me an e-mail yesterday as they stated. One of their managers did connect with me last week and did credit our credit card for the disputed charges.

   

  Thank you for your help with this matter.

  Customer Answer

  Date: 12/13/2023

  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:11/28/2023

  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 signed up last March for eight hours of virtual tutoring with a company called Varsity Tutors. I was clear that amount of time was all I wanted. The price was $579. After checking a credit card I rarely use, I've found that Varsity Tutors has been charging me $579 per month ever since. My account is now terminated, but Varsity Tutors won't commit to a refund. What they're doing is totally unethical, and I'd be shocked if dozens of other complaints haven't been registered.

  

  Business Response

  Date: 12/07/2023

  Varsity is in receipt of the Complaint filed by *******************************. ************************ concerns regarding his 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 do not hesitate to contact me. 

• Initial Complaint

  Date:11/28/2023

  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.

  Username: ************************
  
  We enlisted Varsity Tutors' services on Feb 21, 2023, arranging sessions and incurring a legitimate charge of $309. Our understanding from discussions with Varsity Tutors representative, we were not committing to a long-term arrangement. Communication was active from Feb 21, 2023, to Mar 20, 2023, involving emails and phone calls, during which we scheduled sessions. Our last communication on Mar 20, 2023, hinted at the possible discontinuation of services, and since then, we have not received further correspondence from Varsity Tutors.
  
  Upon reviewing our credit statement on Nov 22, 2023, we noted charges of $369 dating back to Mar 21, 2023. We promptly contacted Varsity Tutors to address this discrepancy.
  
  Our concerns and inquiries:
  
  We were unaware of the reason our account was configured to bill monthly in the amount of $369, which we did not authorize.
  
  On Nov 22, 2023, we contacted Varsity Tutors, initiating case #******, and requested a refund for charges incurred since March 21, 2023. Varsity Tutors assured a credit for the Nov 21st charge, totaling $369, and informed that they would escalate the matter to a supervisor for credits spanning from Mar 21 to Oct 21.
  
  Subsequently, on Nov 22, 2023, an email confirmed the deactivation of our membership and the issuance of a credit for the Nov 21st billing.
  
  An additional email on Nov 26 confirmed the intended issuance of a credit for the Nov 21st charge, amounting to $369.
  
  However, the credit appeared on our credit card on Nov 27, 2023, but inexplicably disappeared.
  
  In light of the above, we seek a refund for the period from Mar 21, 2023, to Nov 21, 2023, totaling 9 months at $369 each, amounting to $3,321.
  
  Your assistance in resolving this matter is greatly appreciated.

  

  Business Response

  Date: 12/12/2023

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

• Initial Complaint

  Date:11/27/2023

  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 was improperly charged for a 2nd month of service ($329 on 11/12/23). Then I was charged on 11/12/23 $82.25 for a makeup class that was supposed to be free.When I setup the account over the phone with an Account Manager I was clear when I stated I only wanted 1 month of service. I was never told I would need to pause or cancel the membership online nor shown how to do so. I never received an email in advance stating I was about to be charged. They proceeded to charge me and after dozens of calls, texts, and I was promised a refund by ******* in "retention" over phone on 11/15/23. On a call with **************** 11/27/23 I was told I was denied refund weeks ago and should of received a notice; I did not! They could not connect me to any supervisor as "Billing" does not have this capability nor a company call list for my Account Manager direct number.I have been promised twice to get a call from a ***************************** that is my Account Manager, both times he no showed. I even asked the **************** to have him call me at 3PM EST today and no call; I have phone records to prove this.In texts I have their CS telling me to call "Educational Consultants" or wait for call from "Escalation Team" which still has not happened.In the past year there have been 347 BBB complaints about Varsity Tutors mainly around billing. They have some very suspect practices going on here and it looks like their process is to wear clients down so we just give up.They keep scheduling the 2nd month sessions and my daughter has not shown up due to we did not purchase these willfully.I just want my money back and this will go away. My next complaint will be filed with the ******** Attorney General and a call from my lawyer to Varsity Tutors Legal Department.In addition, I was also told in the beginning of this all they don't refund anyone. BBB site clearly states they do so they are lying to their customers.Do the right thing Varsity Tutors!

  Customer Answer

  Date: 12/01/2023

  A full refund has been received from Varsity Tutors.  This matter is closed.

• Initial Complaint

  Date:11/23/2023

  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 intially called varsity tutors to help prepare for the LSAT. I paid over the phone for a two month period, unaware of the “auto charges”. Today we received a notification that we were once again charged from varsity. I have not been using the platform since JULY-AUGUST. I am a college student unable to afford these charges and need them to be refunded. I have tried to cancel the membership however it tells me I must call, when I call I am told they are closed so I am now left in the dark.

  

  Business Response

  Date: 12/06/2023

  
  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:11/23/2023

  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.

  Beginning on August 2, 2023, I have attempted to cancel my monthly subscription membership with Varsity Tutors multiple times, using multiple methods (phone calls, emails, online portal). In doing so, I have followed the cancellation protocol laid out in the membership contract.
  
  Varsity Tutors has failed to honour my cancellation attempts and, as such, is in breach of our contract. It has also continued to charge me $680 per month during this time period (with the exception of October, which was a “free month” they granted to me). Its call centre employees have submitted multiple refund requests on my behalf - and have offered multiple apologies, thereby acknowledging the poor business practices of the company - but I continue to then receive emails notifying me that the “Account Manager” and/or the “Billing department” has refused my refund request. When I request an explanation of why my refund has been refused, I don’t receive a response.
  As I’ve communicated to this company, I want Varsity Tutors to cancel my account effective immediately with no further charges for this service that I am not using, and I want them to refund me $1360 that they owe me based on the terms of our contact.
  I would also note that this predatory billing practice is clearly a pattern for this company, evidenced by social media posts of many customers describing similar situations to mine.

  

  Business Response

  Date: 12/06/2023

  Varsity is in receipt of the Complaint filed by ***** *******. Ms. *******'s 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 me. 

• Initial Complaint

  Date:11/22/2023

  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.

  ******** was supposed to be on trial and prorated. We used 1 hr of the 8 hrs paid for after a representative assured we can try it after we quit before even starting due to unable to get a tutor by varsity tutors. The representative assured to assign a new tutor and we could try the session and be refunded the prorated amount of the session completely risk free. Now after speaking with numerous people and dodgy practices, they are stating we can use the remaining sessions but will not be refunded. This is entirely not what was promised as I have even told them to replay their conversation as they record them. Varsity is not refunding my pro-rated amount as promised.

  

  Business Response

  Date: 12/06/2023

  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 do not hesitate to contact me.