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:11/16/2023

  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.

  We called Varsity Tutors to inquire about their services on Monday November 13th. We did not sign a contract (they sent it today), did not receive services since each session had tutors that dis not log on. Yet, the company charged us 580$ twice (for two children). We requested money back since they failed to provide services and we never signed a contract. Please help us resolve this ***************. They are predators for children with special needs!!

  

  Business Response

  Date: 11/30/2023

  Please see attached response.

  Thanks!

  ************************************************************************ | www.varsitytutors.com
  
  November 30, 2023
  
  Better Business Bureau
  **************************
  ************************
  
  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 16, 2023 (and
  of which Varsity was made aware on November 17, 2023). This letter shall serve as Varsity's response to
  the matters raised in the Complaint. This letter shall serve as Varsity's response to the matters raised in the
  Complaint, as well as confirmation that the parties had already reached an amicable resolution prior to
  Varsity's receipt of the Complaint.
  
  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 ********************** 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, ************** first contacted Varsity in
  November 2023 in order to be matched with an online tutor. On November 13, 2023, ************** made a
  Learning Membership purchase and executed the ***** on November 16, 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. ************** month-to-month Learning Membership included a set number of hours
  each month for use with one-on-one tutoring through the platform. Shortly after her purchase, **************
  indicated to Varsity that she did not wish to continue as a customer on the platform and she preferred to
  receive a refund related to the purchase of the Learning MembershipVarsity was already in contact with
  ************** at the time it received the Complaint, and the parties reached a fair and 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: ********************************

• Initial Complaint

  Date:11/16/2023

  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.

  On 15 October and 15 Nov Varsity Tutors charged me ****** even though my contract with them expired in September 2023. When I called to inquire on 16 November they stated that they have a no refund policy and that even though I don't have a contract with them they can still charge my card. This is unacceptable as I called to cancel my account with them on 09 Aug and they stated I owed 1 more month on my contract. They in fact did not cancel my membership at that time as requested, and continued to charge my card.

  

  Business Response

  Date: 11/29/2023

  Please see attached response.

  Thank you!

  ************************************************************************ | www.varsitytutors.com
  
  November 29, 2023
  
  Better Business Bureau
  **********************************************************************************************
  
  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 16, 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 ********************** 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 TOCAU) to reinforce the process. In fact, the potential customers/students must review and sign
  the TOCAU 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, ************** has been a customer on
  *********************** platform since August 2021, and has made multiple purchases and executed multiple TOCAUs
  during that time. More recently (and more directly related to the issues raised in the Complaint), Ms.
  ***** converted her account to a Learning Membership in November 2022. 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 for a period of six (6) months, and would include four (4) hours
  each month for use with one-on-one tutoring through the platform. During the Learning Membership, five
  (5) sessions were invoiced to ************** account by her tutor. On September 15, 2023 the Learning
  Membership auto-renewed for an additional six (6) months -- as set forth/agreed to in the ******** and
  the requisite four (4) hours were added to the account for ************** use during those months. On
  November 16, 2023, ************** contacted Varsity to confirm that her request for cancellation of the
  Learning Membership (which she submitted online) had been received, at which time Varsity informed
  her that the request had been processed and would take effect on December 15, 2023. **************
  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 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: ********************************

• Initial Complaint

  Date:11/16/2023

  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.

  For 2 months I have tried to get them to remove my ATM card from their billing department and charge it to another card. They have never resolved this and it’s causing financial issues.
  
  Their website will not allow you to remove it.
  
  I need help resolving this ASAP!!!!

  

  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. 

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

• Initial Complaint

  Date:11/15/2023

  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 signed my daughter up for test prep Sessions with Varsity online tutors in August at a rate of 329/month for 4 hours. Initially i was charged for 4 hours then a day later charged again for 2 more hours-then continually charged on a recurring basis with no notification even though notifications were received about testing sessions on a regular basis. I checked my bank account to reconcile some transactions and saw charges since august for 650 in September 650 in October and ****** in November. I contacted the company 3 times and was told no refunds even though i feel i was charged improperly and for more hours than we used. The company was supposed to remove my card info and yet again today i was charged for 2 hours at a rate of ****** when the rep told me I had remaining hours on my account. This company owes me a refund and they refuse to issue one. They charged me over 2,0000 dollars in a 3 month time span.

  

  Business Response

  Date: 11/28/2023

  Please see attached response.

  Thank you!

   

  ************************************************************************ | www.varsitytutors.com
  
  November 28, 2023
  
  Better Business Bureau
  ****************************************************************************************
  
  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 15, 2023 (and
  of which Varsity was made aware on November 16, 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 ********************** 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.
  Complaint # ********
  Page 2
  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
  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, **************** first contacted Varsity
  in August 2023 in order to be matched with an online tutor. On August 10, 2023, **************** purchased a
  Learning Membership for use on Varsitys platform, and executed the ***** on that same date. 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. Ms. ******* Learning Membership was on a month-to-month basis, and would
  include four (4) hours each month for use with one-on-one tutoring through the platform. During the
  Learning Membership, 16 sessions were invoiced to Ms. ******* account by her tutor. The Learning
  Membership continued to renew for an additional month on three (3) subsequent occasions -- September,
  October, November, respectively -- as set forth/agreed to in the ***** (and the requisite four (4) hours
  were added to the account for Ms. ******* use during those months). On November 4, 2023, ****************
  indicated to Varsity that she did not wish to continue with the Learning Membership, and she preferred to
  cancel it and receive a refund for the months which had already been paid. While the request for
  cancellation of the Learning Membership was granted, the request for refund was initially denied pursuant
  to the terms set forth in the *****. Varsity contacted **************** upon its receipt of the Complaint and
  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: ********************************

• Initial Complaint

  Date:11/15/2023

  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 hired Varsity Tutors in July of 2023. I was told it was for one month of on-line tutoring for a placement test. I was billed $369.00. I was charged again in August 2023. This time for $415.13. When I called to request a refund, I was told they do not offer refunds so I requested to cancel. They agreed to cancel but offered 2 free months to make up for the misunderstanding.I then called 2 more times to make sure that it was cancelled and I would not be charges again. Unfortunately, I was charged AGAIN this month.I feel that this "business" is in fact a scam. I am requesting a refund for all but the first month.

  

  Business Response

  Date: 11/28/2023

  Please see attached response.

  Thank you!

  

  Business Response

  Date: 11/28/2023

  Please see attached response.

  Thank you!

  ******************************************************************************************** | www.varsitytutors.com
  
  November 28, 2023
  
  Better Business Bureau
  ***********************************************************************
  
  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 15, 2023
  (and of which Varsity was made aware on November 16, 2023). This letter shall serve as Varsity's
  response to the matters raised in the Complaint, as well as confirmation that the parties have reached an
  amicable resolution that fully resolves any and all issues therein.
  
  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
  online platform. Varsity is transparent about its services and uses its Terms of Customer Accounts Use
  Complaint # ********
  Page 2
  (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, ******************** first contacted
  Varsity in July 2023 in order to be matched with an online tutor. On July 6, 2023, ******************** purchased
  a Learning Membership for use on Varsitys platform, and executed the ***** on July 9, 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. Ms. ********* Learning Membership was on a month-to-month basis, and would
  include four (4) hours each month for use with one-on-one tutoring through the platform. During the
  Learning Membership, six (6) sessions were invoiced to Ms. ********* account by her tutor. On August
  10, 2023, ******************** communicated with Varsity regarding the status of the Learning Membership and
  indicated that she did not wish to continue with the Learning Membership. At that time, Varsity offered
  ******************** an alternate resolution that addressed her concerns while also allowing her to continue
  receiving services pursuant to the Learning Membership, and ******************** agreed to the resolution at that
  time. Thereafter, the Learning Membership renewed for additional months as set forth/agreed to in the
  ***** (and the requisite four (4) hours were added to the account for Ms. ********* use during those
  months). Although Varsity has no record of ******************** making a second request to cancel the Learning
  Membership, Varsity contacted ******************** upon its receipt of the Complaint and ultimately chose to
  provide a resolution that was satisfactory to her.
  
  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: 11/29/2023

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

• Initial Complaint

  Date:11/14/2023

  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.

  Initially, I completed a form online to seek more information about Varsity Tutors. My 12 year old son needs tutoring for 6th grade/middle school math. I received a call from ******, and we spoke at length. She was very polite, and she took a lot of information. She wanted us to make a commitment quickly after discussing the program, but my husband and I wanted to talk about it and discuss with our son. I had some reservations about the hourly expense and how effective virtual tutoring would be for my son. He hated virtual school during Covid, and he did not do well with the virtual learning format. ****** said she would call us at 5 pm.
  We actually received a call from ****, because ****** had other obligations. I thought it was a bit odd because ****** set the time to call me back not me.
  We explained again to **** our concerns about the virtual platform and how would they make this work with the school laptop and interfacing with school programs. We also were concerned about the cost, as we had paid less for an in person tutor. He reassured us that we could cancel: no problem. My husband asked several times about cancelling if necessary…would we have problems. **** assured us: no problem to cancel but try to do it a week before reoccurring payment. Ashley discussed 6 months, and **** put through for 12 months. **** told us first 30 days is a trial for free, and then we would pay after that the first month. We were charged from day 1: Nov 1 for $269.
  We want to cancel the service, because our son truly hates the virtual learning. Our first tutor, **************** skills are with kindergartners. She was not a good match for our son; she was not helping him. She was asking him for the answers and belittled him when he got them wrong. She did not know middle school math well enough to teach. His 2nd tutor was kind but hard to understand, because English is her 2nd language. We were told we could cancel at any time, and this is not true.

  

  Business Response

  Date: 11/27/2023

  Please see attached response.

  Thanks!

  *** ** ****** ***** ***** *** * *** ****** ** ***** * *********************
  
  November 27, 2023
  
  ****** ******** ******
  *** ** ********* **** ****
  *** ****** ** *****
  
  *** ********* ********* **** ************ * *********** ****** ***** ********
  ******* ****** ***** *********** ******** ** *** *********
  
  Dear Sir or Madam:
  
  Varsity is in receipt of the Complaint (as defined above) filed by Mr. ****** on November 14, 2023. This
  letter shall serve as Varsity's response to the matters raised in the Complaint, as well as confirmation that
  the parties had already reached an amicable resolution prior to Varsity's receipt of the Complaint.
  
  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. Varsity’s 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 100 subjects in as little as 15 seconds by connecting
  with a tutor through the Instant Tutoring feature on Varsity’s 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 Varsity’s website
  ************************
  
  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 Varsity’s 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 Varsity’s
  online platform. Varsity is transparent about its services and uses its Terms of Customer Accounts Use
  (the “TOCAU”) to reinforce the process. In fact, the potential customers/students must review and sign
  Complaint * ********
  Page 2
  the TOCAU and acknowledge the policies before they ever engage in the services of a tutor through
  Varsity’s platform. Varsity’s 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 Mr. ****** specifically and according to Varsity’s records, Mr. ****** first contacted Varsity
  in November 2023 in order to be matched with an online tutor. On November 1, 2023, Mr. ******
  purchased a Learning Membership for use on Varsity’s platform, and executed the TOCAU on November
  2, 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 Varsity’s
  platform, among other benefits. Mr. ******’ Learning Membership was for a period of 12 months, and
  would include 4 (four) hours each month for use with one-on-one tutoring through the platform. During
  the Learning Membership, three (3) 1:1 sessions were invoiced to Mr. ******’ account by two (2)
  different tutors. On November 2, 2023, Mr. ****** indicated to Varsity that he did not believe the tutors
  with whom he had been matched (based upon Mr. ******’ self-selected criteria) were a good fit. The
  TOCAU 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 Mr. ****** did not have a similar experience overall. Mr. ******’ 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 provided what it believes to be an amicable
  resolution.
  
  Please consider this Varsity’s 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.
  
  ********
  
  
  ****** *****
  ****** ********* *********
  ** ***** ******** * ** ***** ********
  ** ***************************

  Customer Answer

  Date: 11/29/2023

  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.
  
  We did receive our refund for the full amount, and our service was cancelled as requested.  We find this resolution satisfactory.

  
  
  Sincerely,
  
  
  
  *********** ******

• Initial Complaint

  Date:11/14/2023

  Type:Customer Service 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 Nov 9 I spoke with Varsity tutors regarding signing up my sign for online tutoring. I paid fof the $200 session which they said can be used in 15-minute increments for 1 month. I actually signed up my son without telling him I would. When I told him the next morning, he was upset and said there was no way he would be using this service, as he prefers live actual person tutoring, not online. I told this to the lady who answered, and she said based on the terms of the contract I may not be able to get my money back. I said what contract? It was never mention during any of my conversations with staff and I never received an email, much less signed or agreed to anything. The lady who answered the phone even acknowledged that they never sent me the email. Several days later, still no refund, no email sent stating refund is being processed. I called again, this time a guy answered, told me same thing about no refund policy when I joined. Again I said I never signed anything regarding that. So now he tells me this has been 'escalated' and will take several more business days. I think this company wants to scam people out of their money. My son refuses to use it, and all I want is my money back.

  Customer Answer

  Date: 11/17/2023

  varsity tutors refunded me my money.

• Initial Complaint

  Date:11/14/2023

  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 hired varsity tutors for my godchild because she missed a couple weeks of school and I wanted her to maybe catch up I had paid $329 for the month and got four hours for tutoring. I use the one hour and then the next week she had to go into a group home so I can no longer use it. I called them and asked them to cancel and can I get my money back and they said no not even half so I said OK so make sure you cancel for the next month because I can no longer use the service And they said I could not get my money back but they would cancel it right away. Thank you very much the next week I called to cancel the second tutoring session and to make sure that they canceled my membership for November 11. They said it would be canceled. I said I cannot afford it. Please cancel it this. Yes maam, we will cancel it , so about a week before November 11 I called again to make sure it was canceled because I said I can no longer use it. They ask anybody else use it can you use it blah blah blah blah blah blah no I cant use it nobody can use it please please cancel it. Yes maam is cancel. Make sure its canceled cause I cant afford to be charged November 11 again Havent used site at all. It was the weekend November 11 so Monday morning November 13. I called them and they said they charge me again November 11 $329. I couldnt believe it I was so upset I said I cant believe you charge me told me three times I know it was recorded because you record the calls that it was canceled. They told me it was canceled three different people told me it was canceled then I asked to speak to manager. He said he was the manager and that the managers dont answer the phone thats why hes there and then he would cancel it so I know I have an email saying it was canceled which I didnt know it was supposed to get an email , I took their word for it it was canceled so now theyve charged me again 329 I cant afford afford they rip off u off beware before u buy from them

  

  Business Response

  Date: 11/29/2023

  Please see attached response.

  Thanks!

  ************************************************************************ | www.varsitytutors.com
  
  November 29, 2023
  
  Better Business Bureau
  **********************************************************************************************
  
  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 14, 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 ********************** 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, ****************** first contacted Varsity
  in October 2023 in order to be matched with an online tutor. On October 11, 2023, ****************** purchased
  a Learning Membership for use on Varsitys platform, and executed the ***** on October 12, 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. Ms. ******** Learning Membership was on a month-to-month basis, and would
  include four (4) hours each month for use with one-on-one tutoring through the platform. During the
  Learning Membership, one (1) session was invoiced to Ms. ******** account by her tutor. The Learning
  Membership renewed for an additional month in - November 2023, as set forth/agreed to in the *****
  (and the requisite four (4) hours were added to the account for Ms. ******** use during that month). On
  November 13, 2023, ****************** indicated to Varsity that she did not wish to continue with the Learning
  Membership and she preferred to cancel it and receive a refund for the months of November. While the
  request for cancellation of the Learning Membership was granted, the request for refund was initially
  denied pursuant to the terms set forth in the *****. 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 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: ********************************

• Initial Complaint

  Date:11/12/2023

  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.

  I registered for tutoring services with Varsity Tutors on November 6th. I created an account under the name ************* linked to my email of ********************* I paid for $329.00 and was promised a quick 100% match guarantee for through their website and help through their instant tutoring services. I had upcoming exams for an upperdivision undergraduate course and the Varsity Tutors representative(and their website) falsely advertised that I would be matched with a tutor with expertise in the specific subject I needed help with. None of the tutors, either through instant tutoring nor matched tutors had expertise in the material I needed tutoring in. They website also had no classes that were matched my course material. I required help on Intermediate Microeconomics Calculus, instead all the tutors I was matched with were unqualified as they specialized in tutoring an entirely different subject-Microeconomics! I tried out instant tutoring but they matched me with tutors that weren't even able to help me compute my sample homework assignments! The exact same thing occurred with the tutor I was matched with! I called Varsity Tutor's customer service on 11/12/2023 to express that they were not able to give the proper service they promised me as advertised on their website. I requested a refund, which they claimed I was "ineligible" for. I'd like to request a full refund of $329 and a permanent shutdown of my membership.

  

  Business Response

  Date: 11/27/2023

  Please see attached response.

  Thanks!

  ******************************************************************************************** | www.varsitytutors.com
  
  November 27, 2023
  
  Better Business Bureau
  ***********************************************************************
  
  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 12, 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.
  Complaint # ********
  Page 2
  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
  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, ************** first contacted Varsity in
  November 2023 in order to be matched with an online tutor. On November 6, 2023, ************** purchased
  a Learning Membership for use on Varsitys platform, and executed the ***** on that same date. 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 4 hours each month for use with one-on-one tutoring through the platform. During the Learning
  Membership, two (2) instant tutoring sessions were invoiced to Ms. ****** account, although she
  ultimately indicated to Varsity that she was dissatisfied with her experience related to the instant tutoring
  feature on Varsitys platform. In an effort to resolve Ms. ****** concerns, Varsity credited her account
  and suggested that ************** connect with the 1:1 tutor with whom she had been matched based upon her
  self-selected criteria as the only tutors from whom she had received services at that point were instant
  tutors and ************** indicated that she would do so (although no sessions were invoiced to her account
  by the 1:1 tutor and thus, it does not appear that ************** met with that tutor for any sessions). Varsity
  received no further communication from ************** regarding her account until its receipt of the
  Complaint and, although Varsity has no record of ************** making a request to cancel the Learning
  Membership (as is referenced therein) Varsity has provided what it believes to be an amicable resolution
  and remains further willing to address any outstanding issues with ************** should she choose to do so.
  
  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: 11/27/2023

  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.
  
  

• Initial Complaint

  Date:11/10/2023

  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.

  To Whom it May ********** husband, *********************, and I signed a contract with Varsity Tutors on September 30th, 2024. The contract was for 6 months of tutoring (set # of hours per month) at $299. My son had 3 virtual sessions in October. On the 4th session, the tutor emailed him to inform him he was sick right before the scheduled time. As it had been determined what day/time he needed a tutor (Mondays at 4:30), despite efforts to submit requests for another day/time that week all were denied by Varsity Tutors. The following week, on Monday, October 30th my son logged on at the appointed time, 4:30, and the tutor did not show up. I called immediately, at 4:40, to inform Varsity Tutors customer service of the issue. I was put on hold and then disconnected at some point. I persisted and called back and finally got someone who said the reason that a tutor had not shown up was that the previous tutor had been taken off of ******** schedule. No one contacted us, either by email, text or phone. We then were instructed to go back on via the website to choose another time that week until they could assign a "permanent" tutor for Mondays at 4:30. ****** did this to no avail. Every time slot that his schedule permitted came back as "denied". No one ever contacted us with the "permanent" tutor information. At this point, we realized, we were not going to resolve this and secured a local tutor. In the meantime, I called a total of 5 times (including this morning) to request a termination of the contract and refund for November as we've already paid the $299, without using any of the hours, AND needed to employ a local tutor to fulfill what they could not.In addition, as stated above, I have called at least 5 times getting no where even when requesting that the conversation would be documented before we got off the phone, so I would not need to recount the issues each time with a new represantive "**********************" at ************ until Tuesday, November 7th this had not been done. Needless to say this has been unbelievably frustrating. Finally, after all of the communication issues, after the call with ********************** she agreed she would file a "request for contract termination and refund". Directly afterward, we received countless emails/ text messages regarding using the remaining hours etc. rather than giving a refund.At this point, we have requested an email stating clearly that the contract has been terminated AND a full refund for the month of November which we have already paid for $299.We were told this morning that we would receive an email, from customer service, to request a time to discuss via phone. As of yet, we have not received however; even IF we do we are filing this claim with BBB so that you have it on file and perhaps it will be helpful for others in the future.

  

  Business Response

  Date: 11/27/2023

  Please see attached response.

  Thanks!

  ************************************************************************ | www.varsitytutors.com
  
  November 27, 2023
  
  Better Business Bureau
  **********************************************************************************************
  
  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 10, 2023. This
  letter shall serve as Varsity's response to the matters raised in the Complaint, as well as confirmation that
  the parties have reached an amicable resolution that fully resolves any and all issues therein.
  
  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 ********************** 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
  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
  Complaint # ********
  Page 2
  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, ****************** husband and the
  named account ********************** (****************), first contacted Varsity in September 2023 in order to be
  matched with an online tutor. On September 28, 2023, **************** purchased a Learning Membership for
  use on Varsitys platform, and executed the ***** on October 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. The
  ******* Learning Membership was for a period of six (6) months, and would include four (4) hours each
  month for use with one-on-one tutoring through the platform. During the Learning Membership, one (1)
  session was invoiced to the ******* account by their tutor. The Learning Membership renewed for an
  additional month on October 28, 2023, as set forth/agreed to in the ***** (and the requisite four (4)
  hours were added to the account for their use during that month). On November 7, 2023, ****************
  indicated to Varsity that they did not wish to continue with the Learning Membership, and preferred to
  cancel it and receive a refund for the months which had already been paid. While the request for
  cancellation of the Learning Membership was granted, the request for refund was initially denied pursuant
  to the terms set forth in the *****. ****************** concerns regarding her and her familys 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 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: ********************************