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:11/22/2023

  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 initially contacted Varsity Tutors in search of SAT tutoring for my high school daughter. I opted for a one-month membership, confirming this arrangement explicitly with the Varsity Tutors representative during a phone conversation on September 14th. They assured me that my credit card would be charged a single payment of $929 for the month of service.Upon reviewing my credit card statement on November 16th, I discovered charges on September 14th, October 14th, and November 14th, each amounting to $929. Instead of the agreed-upon one-time charge, I had been billed three times, totaling $2787. I promptly contacted Varsity Tutors, only to face refusal for a refund, citing a no-refund policy.After persistent communication, they eventually canceled the membership on November 17th, a task that should have been done two months earlier. I urge Varsity Tutors to fix this situation by refunding the additional charges for the two unauthorized months, totaling $1858.00. This resolution would align with our original agreement for a single-month membership fee of $929.

  

  Business Response

  Date: 12/06/2023

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

  Customer Answer

  Date: 12/07/2023

  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:11/22/2023

  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.

  On November 22nd, I requested a refund for tutoring services because I found a local tutor. When I spoke with the representative November 16th, 2023 I was told I could cancel my membership within 30 days and get a refund, They wanted me to be "happy" with the service.
  
  I tried calling today and waited on hold for 45 minutes. I tried the chat function and the transcript is attached for your review.
  
  Not only do they seem unwilling to refund my money, but I requested to cancel over and over and that was not confirmed either. All I was told was that an email with my request was submitted. Of note, I emailed this business on November 20th, 21st and 22nd and have not had a reply.

  

  Business Response

  Date: 12/06/2023

  Varsity is in receipt of the Complaint filed by Keri ********. 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: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.

  was sold with a single pay but keeps charging every month- will not refund even not in use.

  

  Business Response

  Date: 12/06/2023

  Varsity is in receipt of the Complaint filed by ***** ***. Mr. ***'s concerns regarding his 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:11/21/2023

  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 visited the Varsity Tutors website looking for help with a computer programming course that I am taking. I entered my information and a sales representative called me and took down some additional information. She informed me of the pricing and because of how expensive it was, I told her I would try the 4-hour package (smallest available) for $369.00. I purchased the 4-hour package on 10/03/2023. To my knowledge, it was never discussed that I would be charged $369.00 every month. If it had been discussed, I would have declined because I cannot afford to pay $369.00 every month. On 10/04/2023 I used 30 minutes with a tutor. I decided that since the computer programming course started to make more sense to me and I didn't need as much help as I thought, I would save my 3.5 hours for later. On 11/16/2023, I noticed that my credit card had been charged for an additional $369.00 on 11/03/2023, so I called customer service at Varsity Tutors. He informed me that hours expire at the end of the month and that I had lost my 3.5 hours from October and that I was signed up to be billed $369.00 every month. I asked for a refund and I was told that I could use the 4 hours that I was billed for in November for up 5 months. I said well if that's the case, please reinstate the 3.5 hours that expired in October to be used for up to 5 months, and give me a refund on the unauthorized transaction from November. He repeatedly offered me things that I did not want and refused to give me a refund. I asked to speak with his manager and he said that he was the manager. Finally, he said that he would put in a request for a refund, but that it wasn't guaranteed. The request was denied immediately.
  These request numbers are #****** and #******. Because I did not use the hours that I paid for, and for the amount of time this has cost me and the amount stress inflicted on me, the 3.5 hours I was unable to use, and the unauthorized charge in November need to be refunded.

  

  Business Response

  Date: 12/06/2023

  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:11/21/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  November 15,2023 Varsity Tutors incorrectly charged me $868.30 for tutoring services that was not rendered. I immediately called their customer service to review and dispute the charge. The first representative ******* could not provide an explanation for the discrepancy and I requested to speak with a supervisor. He rudely stated "I cannot promise you that a supervisor will speak with you now" I asked why and he stated "there is no supervisor available to speak with me". He also stated I should have called a day earlier to avoid this issue. I requested for a refund as I am being incorrectly charged for services not received. I explained to the representative in details, that their Sales **** ****** who I spoke with in details on 9/13/2023 provided incorrect details regarding their pricing and billing options. I asked whether the call with her was recorded and if the conversation could be replayed to clarified. I spoke with another representative around 11 am est again on 11/15/2023, who was apologetic for the error and confirmed my refund request was submitted. She stated I will receive a response between 48 hours and 3 business days. She offered 2 free months of tutoring service for the error which I refused. She specifically offered to cancel my subscription but as a result I wont be able to receive a refund because the account must be active to receive it. I specifically instructed her and in my follow up emails to keep the account active till the issue is rectified. I also explained about my ignored request for a new group tutor which was not rectified. I received an email shortly after that the subscription is cancelled. I received an email 11/21/2023 stating I am ineligible for a refund and their tutoring hours are non refundable. They charged me for hours I did not use from 11/16 -12/16. Their reps are unprofessional, rude, their billing and pricing practices are deceitful. ****** provided incorrect pricing information which absolutely callous and unfair

  

  Business Response

  Date: 12/04/2023

  Varsity is in receipt of the Complaint filed by ***************************,  Varsity contacted Ms. Atanda 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. 

• Initial Complaint

  Date:11/20/2023

  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.

  On 11/13/2023, I paid $369.00 for a 1 month membership with varsity tutors and 4 credits of personal tutoring. The business has committed to providing 4 tutoring sessions with a custom matched tutor and access to instant tutoring sessions.
  
  I was matched with a tutor on 11/13, but the tutor was not available during my availability. I work M-F 6:45am-3:45pm and the tutor was unavailable after 4pm as they were on EST and I was on PST. I called Varsity Tutor customer service * ***** ******** on 11/15 for assistance with scheduling conflicts and was matched with a second tutor.
  
  I was sent an appointment time of 4-5pm for 11/16 and confirmed the appointment. The tutor did not attend the appointment at 4pm on 11/16. At 4:17pm, I messaged my tutor again and asked if they would like to reschedule. I then tried to access the instant tutoring service and was unable to connect with any tutors for 40 minutes. At 4:57, I called the tutor's phone number after still receiving no response and asked if they were available at any point this week. The tutor said that they could meet in 10 minutes. The tutor spent much of the session googling how to solve the problems that I brought to the session and didn't seem to know how to teach the material. After the session, I called Varsity Tutor customer support again to request a new tutor. I was offered an hour credit.
  
  I matched with another tutor and was sent an appointment confirmation, which I accepted for 4pm on 11/20. I again, messaged the tutor several times and sent an email with a PDF of the material I would like to cover. The tutor did not respond. The tutor did not arrive to the scheduled appointment at 4pm. I called their phone number and asked if they were coming to the appointment. They said yes and then did not have access to any sound or video during the session and had to end the session. I called Varsity Tutors again to receive a refund because their service is not as advertised. They refused to refund.

  

  Business Response

  Date: 12/06/2023

  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 me. 

  Thank you,

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

  Legal Administrative Assistant

• Initial Complaint

  Date:11/20/2023

  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.

  1. Paid Varsity Tutors for tutoring services ending in June 2023. Services were completed and canceled in June 2023.
  2. Varsity Tutors continued to withdraw money from my account in July, August, and September.
  3. I caught this in September and canceled again and requested a refund for the money they took.
  4. They took more money in November 2023. In total, $2996.00 has been stolen from my account by Varsity Tutors.

  

  Business Response

  Date: 12/06/2023

  Varsity is in receipt of the Complaint filed by *********** ******. Mr. ******'s concerns regarding his 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. 

  Customer Answer

  Date: 12/08/2023

  Complaint: ********
  
  
  
  I am rejecting this response because: (1) we have not received the refund owed (they say 15-21 days to receive a check), nor (2) have I received confirmation that a refund in the amount of... is being processed.
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  *********** ******

• Initial Complaint

  Date:11/19/2023

  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.

  May 26th, 2023 I paid $329 to cover a month of tutoring for my child. Business rep on the phone told me this was from may 26th through June 26th 2023. On June 26th, 2023 i was charged $493. When i called they said it was "auto renewed" and therefore i cancelled the membership over the phone as the charge was not authorized and the amount was obviously more than the original amount. The business offered one month of tutoring services for free for the inconvenience. So my son attended the free month tutoring services. The business kept charging me $329 per month on July 26th, August 26th, September 26th and October 26th, after repeated requests to STOP charging my account and they refused to give me a refund even though we did not have any scheduled tutoring sessions and i was unaware of the charges until my credit card company advised me of an over the limit charge and i reviewed this. I have called and chatted with agents who continuously lie about the office information and refund policy. i was lied to from the initial onboarding as they told me it was for ONE month, which is all my son needed as he had a test that month. I am afraid they will keep charging me monthly and NEVER stop!! they have refused to give me home office information and declined my refund requests. I want a refund of $1190 so far, and more to come.

  

  Business Response

  Date: 12/04/2023

  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. 

  ******n ** *****
  Legal Administrative Assistant
  

  

  Business Response

  Date: 12/04/2023

  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. 

  ******n ** *****
  Legal Administrative Assistant
  

• Initial Complaint

  Date:11/17/2023

  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 did not have a good experience with Varsity Tutoring. My very first tutoring session was inaccessible to me. I had to call in to get assistance. They had to reinstate my tutoring hours. Then, after their assistance, when I was able to log in and have a tutoring session, my tutor did not assist at all. He was approx. 15 minutes late logging on, had children in the background at times, had me waste 30 mins sending him an email about my self not what I needed tutoring with, Did not discuss the subject I needed assistance with and **** an unexplainable diagram on the screen which had nothing to do with my tutoring needs. I was very dissatisfied. I immediately requested a refund. I was offered another tutor but I declined. I called in today and spoke with ********** and was informed of a charge of hours with another tutor I have not had a session with. Again, I have not had any good experience with this membership , I did not receive the tutoring I paid for and I am requesting a full refund and cancellation of my account and no longer would like any attempt of services from Varsity Tutoring. I informed ********** with varsity to please do not withdraw any additional funds from my bank account/credit card. The tutor **** a picture of nonsense on the screen during the session. Also, I felt it was very inappropriate for him to give me his personal phone number and email for assistance in the future.

  

  Business Response

  Date: 12/04/2023

  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. 
  
  

• Initial Complaint

  Date:11/17/2023

  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.

  When purchasing SAT ********* services, Varsity Tutors had an obligation to 1) cover the requested content, and 2) show up for tutoring sessions within the originally prescribed timeline (June-August) because of the need for the student to be at peak performance by the August 26 test date. They failed to deliver the agreed upon services.Our son was matched with a tutor in May, 2023 for the August 26, 2023 SAT. Varsity Tutors agreed that this was, "plenty of time" to prepare our son, especially since he is 2 years ahead in Math, has a **** GPA, is taking calculus, and IQ in the **** percentile. Son took the SAT August 26 and left feeling totally blindsided by some of the math questions. He scored in the 97th %ile in reading/writing, his "weak" subjects, and in the 72nd %ile in one math section.He was given another tutor, but now had to study during the school year, which is what we tried to avoid. His new tutor found gaps in his knowledge that shouldn't have been there considering he had 3 months of intensive test prep. Then, the extremely impactful week before my son's second, October test, the second tutor stopped showing up. My son was forced to cancel and take the test in November.My son has now missed the 11/1 early application deadlines the best schools and scholarships. Varsity Tutors can never give us back the time, compensate us for the stress my son is experiencing during his senior year or remedy the missed college application deadlines, but they should give us our money back. The ***** phone calls occurring over several months has not resulted in resolution. Each time we called, staff have acknowledged their shortcomings verbally. We requested a refund, were denied via form letter.After complaining, I mysteriously became unable to view the Terms of Service.They will not return phone calls or emails.They should provide more than verbal apologies: we want a refund of $2038.57.5/30 $929 6/30 $749 7/30 $329 8/30 $31.57

  

  Business Response

  Date: 12/04/2023

  Please see attached response.

  Thanks!

  ******************************************************************************************** | www.varsitytutors.com
  
  December 1, 2023
  
  Better Business Bureau
  *************************************
  *********, ** 63105
  
  Re: Complaint #********. (the Complaint) ************************* (******************)
  Varsity Tutors LLCs (Varsity) Response to the Complaint
  
  Dear Sir or Madam:
  
  Varsity is in receipt of the Complaint (as defined above) filed by ****************** on November 17, 2023. This
  letter shall serve as Varsity's response to the matters raised in the Complaint. 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 she wish to do so.
  
  By way of background, Varsity is a live learning platform that, among other things, seamlessly connects
  experts and learners in any subject, anywhere, at any time. This includes connecting students with
  tutoring, academic enrichment, and test-preparation needs with vetted, independently contracted tutors
  and test instructors who provide those services directly to students (not Varsity) online, on dates and at
  times agreed upon between them. Varsitys platform also offers customers/students several different
  choices for how to engage with tutors, instructors, experts, and professionals including one-on-one
  (between one tutor and student), small group tutoring (between one tutor or instructor and a small group
  of selected students), group courses (with one tutor or instructor leading a session with a large number of
  participants), or combinations of the above. Customers/students of the platform can also get immediate,
  live, one-on-one tutoring or instruction in more than *************** as little as 15 seconds by connecting
  with a tutor through the Instant Tutoring feature on Varsitys platform. In 2022, Varsity began a
  subscription offering called Learning Memberships, which is a comprehensive solution that provides
  multimodal learning services to help customers achieve their learning goals. As independent contractors,
  the tutors, instructors, and experts who offer their services through the platform (in any capacity) have
  their own materials, styles, and methods as indicated on every page of Varsitys website
  (www.varsitytutors.com).
  
  In addition to the above, Varsity has expanded its offerings through its platform to include Professional
  Certifications. The Professional Certifications offering connects customers/students with tutors and/or
  instructors to assist in various professional certification tests (such as NCLEX or SHRM-SCP, among
  others), in a one-on-one format or group format. As independent contractors, the tutors, instructors, and
  experts who offer their services through the platform (in any capacity) have their own materials, styles,
  and methods as indicated on every page of Varsitys website.
  
  Varsity highlights its policies on the website and attempts to set realistic expectations with the potential
  customers/students who seek to be matched with a contracted tutor, instructor, or expert through Varsitys
  Complaint # ********
  Page 2
  online platform. Varsity is transparent about its services and uses its Terms of Customer Accounts Use
  (the *****) to reinforce the process. In fact, the potential customers/students must review and sign
  the ***** and acknowledge the policies before they ever engage in the services of a tutor through
  Varsitys platform. Varsitys website is also critical in setting these expectations and explaining the
  process and how it works, in addition to setting forth the terms of any guarantees, located at
  ***************************************************.
  
  Regarding ****************** specifically and according to Varsitys records, ****************** purchased a Learning
  Membership for use on Varsitys platform on May 30, 2023, and executed a ***** on June 1, 2023. A
  Learning Membership entitles customers to a set number of live one-on-one tutoring hours per month on a
  recurring monthly basis, in addition to enrollment in certain live classes through Varsitys platform,
  among other benefits. ****************** Learning Membership was on a month-to-month basis, and would
  include a set number of hours each month for use with one-on-one tutoring through the platform. During
  the Learning Membership, *********** were invoiced to ****************** account by her tutor. The Learning
  Membership continued to renew for an additional month on four (4) subsequent occasions -- ***** *************** style="color: rgb(0, 0, 0); font-family: Verdana; font-size: 11px;">August, and September 2023, respectively -- as set forth/agreed to in the ***** (and the requisite hours
  were added to the account for Ms. ******** use during those months). On October 15, 2023, ******************
  indicated to Varsity that she did not believe any of the tutors with whom she had been matched (based
  upon Ms. ******** self-selected criteria) were a good fit. The ***** sets forth, among other things, that
  the experts who offer their services through Varsity's platform are independent contractors who have their
  own tutoring, instruction, and teaching styles and methods. While Varsity believes that the platform works
  for a large number of learners and experts, it is unfortunate to hear that ****************** did not have a similar
  experience overall. Varsity contacted ****************** upon its receipt of the Complaint to address Ms.
  Jorstads concerns regarding her experience on Varsity's platform, and the related request for a resolution,
  and Varsity provided what it believes to be an amicable resolution.
  
  Please consider this Varsitys response to the Complaint (which, at this time, Varsity considers to have
  been resolved). Varsity is proud to be an affiliate of the BBB and values the relationship. If you have any
  questions or comments, or would like to further discuss, please do not hesitate to contact me.
  
  Regards,
  
  
  ***********************
  Senior Corporate Paralegal
  p: ************** | f: **************
  e: ********************************

  Customer Answer

  Date: 12/07/2023

  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.

  Working with Varsity Tutors in 2023 is nothing like our experience in approximately 2021. They have changed their business model, use ethically questionable tactics to prevent users from cancelling memberships and disregard communications which should be adequate to resolve complaints; it's become clear to me that customers will not get appropriate attention unless they spend an exorbitant amount of time and effort, and are willing to undergo **** time-consuming and negative customer service experiences.

  Varsity Tutors not deserve their A+ BBB rating and the fact that they have retained this rating despite so many resolved complaints seems to suggest that a review of their rating might be in order. In my opinion, it's becoming increasingly clear that they will not act ethically unless supervised or their behavior is publicly exposed.
  

  I appreciate the BBB's help in this matter.
  

  
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