Important information
- Customer Complaint:BBB has received consumer complaints about Varsity Tutors which allege the company provided unknowledgeable tutors, cancelled scheduled classes without notice, and experienced difficulty obtaining a refund. The company has addressed all concerns brought to its attention.
Complaints
This profile includes complaints for Varsity Tutors LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 740 total complaints in the last 3 years.
- 185 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:11/03/2023
Type: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 called customer support yesterday on November 2nd, 2023 and I specifically requested to cancel my monthly subscription because I no longer needed Varsity Tutors for my studies anymore. However, despite my demands to end the membership, the person who I spoke to on the phone, who said that he would send a request to have my membership cancelled, did not actually end my membership and today I was paired with another tutor who I didn't request for. I'd like the company to end my membership because I don't want to get charged with future bills for a service that I no longer want to use. They keep insisting that I should keep using their services, but I was very firm about my decision to cancelling my membership.
Business Response
Date: 11/14/2023
Please see attached response.
Thank You!
************************************************************************ | www.varsitytutors.com
November 14, 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 3, 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 he 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 3, 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. Mr. ******** 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 Mr. ******** account by his tutor. The
Learning Membership renewed for an additional month in November, as set forth/agreed to in the
***** (and the requisite four (4) hours were added to the account for Mr. ******** use during that
month). On November 3, 2023, ****************** indicated to Varsity that he did not wish to continue with the
Learning Membership, and he preferred to cancel it. 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 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: **************Initial Complaint
Date:11/03/2023
Type: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.
Spoke to a representative on September 20th and was told that I can sign up for just one month of tutoring. My daughter is preparing for the SAT and was taking the test just over a month from when I spoke to the representative. I was told the month will begin the day I sign up, so I waited until October 1st 2023 to sign up. I enrolled did not have any indication whatsoever it was an auto enroll. Did the month fine, had connection issues with the tutor and some bugs with live classes. Finished the month. Had no more tutor sessions scheduled. On November 2nd my credit card was charged 411$ which was over the amount I originally paid to begin with, and never agreed to autopay for another month of tutors. I was very upfront that I just want one month and it was discussed that I would not need anymore time then that because this was SAT tutoring and my daughter is taking the SAT on November 4th. When I saw the charge today I called and tried to cancel and was told that I can not because it was outside of 30 days. That representative could not help. This is very very unclear billing information, fraudulent practices and lying from the representative just to get me to sign up. I’m very aware of how auto pay works and this was not an agreement of autopay. When I spoke to a representative I was given information and signed up based off that information.Business Response
Date: 11/14/2023
Please see attached response.
Thanks!
*** ** ****** ***** ***** *** | St. Louis, MO 63105 | *********************
November 14, 2023
Better Business Bureau
200 S. Broadway, Ste. 2060
St. Louis, MO 63105
Re: Complaint #20820132 (the “Complaint”) – ***** ****** (“*** ******”)
Varsity Tutors LLC’s (“Varsity”) Response to the Complaint
Dear Sir or Madam:
Varsity is in receipt of the Complaint (as defined above) filed by *** ****** on November 3, 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. 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 *** ****** specifically and according to Varsity’s records, *** ****** first contacted Varsity in
October 2023 in order to be matched with an online tutor. On October 1, 2023, *** ****** purchased a
Learning Membership for use on Varsity’s platform, and executed the TOCAU 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 Varsity’s platform,
among other benefits. *** ******’s 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, four (4) sessions were invoiced to *** ******’s account by her tutor. The Learning
Membership renewed for an additional month in November, as set forth/agreed to in the TOCAU (and the
requisite four (4) hours were added to the account for *** ******’s use during that month). On November
3, 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 month 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 TOCAU. *** ******’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 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.
Regards,
****** *****
Senior Corporate Paralegal
p: ***** ******** * f: ***** ********
e: ***************************Customer Answer
Date: 11/14/2023
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***** ******Initial Complaint
Date:11/02/2023
Type: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.
* Date of Initial Transaction: 7/31/2023 * Varsity Tutors is an online tutoring business.* 4 hours of tutoring purchased for $499.00 on 7/31/2023 to be redeemed in the month of August, 2023.* Attached "Membership" shows active as of July 2023 - August 2023 * I continued to get billed in August, September and October.* I was refunded for October, 2023, but Varsity Tutors refused to refund August and September, even though no additional services were rendered. * I sent an email to Varsity Tutors after speaking with a representative 11/1/2023 that told me he would escalate the matter to determine if a refund could be honored, based on my understanding that I was only purchasing 4 hours of tutoring, not a monthly membership for $499/mo. It is very clear to me that I was deceived and manipulated for a sale by the person I spoke with on 7/31/2023, ****** who made it seem that I was only paying for 4 hours of tutoring. She made NO mention of a membership and told me this would be a simple and easy process. It is also clear that I did not receive or request any additional services after my first and only 4 hours of service. Logically, why would ANYONE pay $500/month for nothing. This is a manipulative and dirty business practice. It is a shame that Varsity Tutors is such an immoral company, because the 4 hours of tutoring I did receive from ********************* were excellent. Obviously any additional tutoring I would request would never be through Varsity Tutoring again, nor will my company be using them in the future. I am requesting that my August charge of $530.19, and September charge of $499.00 be refunded, due to no additional services rendered and misleading business practices from the sales representative at Varsity Tutors.Business Response
Date: 11/14/2023
Please see attached response.
Thanks!
************************************************************************ | www.varsitytutors.com
November 14, 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 2, 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 July, 2023 in order to be matched with an online tutor. On July 31, 2023, ****************** purchased a
Learning Membership for use on Varsitys platform, and executed the ***** on August 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, four (4) sessions were invoiced to Ms. ******** account by her tutor. The
Learning Membership continued to renew for an additional month on two (2) subsequent occasions --
September and October, respectively -- 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 1, 2023, Ms.
******* 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 *****. 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:11/01/2023
Type: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.
Varsity Tutors is refusing to refund $579 for tutoring services I did not request or use. I signed up for a six month subscription at the beginning of 2023 and used their services until June. i was then told that I did could suspend my subscription and use it as needed by paying for whatever hours I wanted. In August, I called and asked for ONE month of tutoring services and paid for 6 sessions. In September, I was charged again ($579) and was told that I needed to read my user agreement and that I had agreed to a monthly subscription. I told them that I was VERY CLEAR in stating that I only wanted tutoring for August ONLY. They put in for a refund, but denied it claiming that I agreed to a subscription. I then found out that when I called to complain about the $579 charged in September that the rep had noted I agreed to a suspension until December 25th at which point my subscription billing me $579 per month would resume. In disgust I cancelled my account and put in a dispute with my credit card company. Varsity Tutors sent them their agreement and indicated that I agreed to a subscription service. I DID NOT ask for or agree to a subscription service. I paid for ONE MONTH of six sessions. Having someone click agree to terms that say something OTHER than what the purchaser requested is DECEPTIVE. This is what Varsity Tutors did. It is unfair to require me to pay almost $600 for tutoring services I did not use or WANT. Now my credit card company has recharged me the $579. I want my $579 REFUNDED on my credit card.Customer Answer
Date: 11/06/2023
The issue I had with Varsity Tutors has been resolved. In addition to this complaint, I posted multiple negative reviews on other platforms complaining about my experience. Apparently these were viewed by Varsity Tutors and a representative contacted me and resolved my issue. The fees I was charged in error and which they were refusing to refund have now been refunded.
This issue can be marked as closed.
Initial Complaint
Date:11/01/2023
Type: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 august 29th 2023 I was charged $559 from Varsity tutors for 2 sessions, I did NOT sign up for a subscription service. I only used one session. After checking my card statement I found they have been charging me $559 every month through October. I called them saying Id like a refund as I hadnt used any services or even logged on. All they would offer me was a free month. I feel like I was tricked into a subscription somehow as I know I only thought I was buying 2 sessions. I feel very much scammed and would like a refund for the months I was unknowingly charged.Business Response
Date: 11/14/2023
Please see attached response.
Thanks!
************************************************************************ | www.varsitytutors.com
November 14, 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 1, 2023 (and of
which Varsity was made aware on November 2, 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
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
August 2023 in order to be matched with an online tutor. On August 28, 2023, ************** purchased a
Learning Membership for use on Varsitys platform, and executed the ***** on August 29, 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. Mr. ****** 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 Mr. ****** account by his tutor. The Learning
Membership continued to renew for an additional month on two (2) subsequent occasions -- September
and October, respectively -- as set forth/agreed to in the ***** (and the requisite four (4) hours were
added to the account for Mr. ****** use during that month). On November 4, 2023, ************** indicated to
Varsity that he did not wish to continue with the Learning Membership, and he preferred to cancel it and
receive a refund for the months which had already been paid. Varsity was already in contact with Mr.
***** 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:10/31/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I was told by a Varsity Tutor worker that when I sign up for their services I would be charger $1849 for 16 hours. I was not told that the hours are reset every month and I was charged another $1849 in September. In total I was charged for 32 hours but only used 5 of these hours. I contacted varsity Tutor to cancel my membership and to refund the money 2 days after I was charged the 1849$ again and they said its passed the refund date. I had my lawyer contact them in order to have all the signed documents sent over to them to review and they were not compliantBusiness Response
Date: 11/14/2023
Please see attached response.
Thanks!
******************************************************************************************** | www.varsitytutors.com
November 14, 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 October 31, 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
(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, ****************** first contacted
Varsity in July 2023 in order to be matched with an online tutor. On July 27, 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 16 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 August 2023, as set forth/agreed to in the ***** (and
the requisite 16 hours were added to the account for Ms. ******** use during that month). On
September 7, 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 month 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 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: 11/15/2023
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*****************************Initial Complaint
Date:10/30/2023
Type: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 purchased a tutoring service on September 5,2023 for my son *********, who needed help with study skills for his Anatomy and Physiology Class and they kept canceling the scheduled services or only had a 15 min instead of 1 hour session and a 20 min session so I complained and they gave us a different tutor but she never showed up at all twice. So in 1 month of service we were to have 2 hours of tutoring that never happened and received a ton of texts and emails reminding us to so up, but they are the ones who did not show and a lot of wasted time and money for no service. I asked for my money back but they said no. They took money for a service they never provided more than 35 min. I have a receipt and could pull up alot of documents, but do not know how to download, so could fax if given the number. Thank you. **************************Business Response
Date: 11/13/2023
Please see attached response.
Thanks!
************************************************************************ | www.varsitytutors.com
November 13, 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 October 31, 2023 (and of
which Varsity was made aware on October 30, 2023). This letter shall serve as Varsity's response to the
matters raised in the Complaint. As of the date of this response, 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
September 2023 in order to be matched with an online tutor. On September 5, 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 two (2) 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. On September
5, 2023, **************** was matched with a second tutor at her request; however, **************** and the second
tutor did not have any tutoring sessions together and thus, no sessions were invoiced to the account by the
second tutor. On October 17, 2023, **************** indicated to Varsity that she did not believe either of the
tutors with whom she had been matched (based upon her self-selected criteria) were a good fit, and she
requested to cancel the Learning Membership and receive a refund for the month that had already been
paid. While the request for cancellation of the Learning Membership was granted, the request for refund
was initially denied. As the ***** sets forth, 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. 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:10/30/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I signed up for one month of tutoring for an SAT tutor for my son for a test 10/11. I was explicit with the salesman that I only needed one month.. He assured me that it was only a charge for that time. I noticed another charge on my account so I called in to fix it. The lady I spoke with tried to sell me on other tutoring and offered me different plans, but agreed to refund my money. She asked me if I would accept a call from them asking me if I could tell them how I felt about the service (I agreed but they never called). I received a text 5 days later asking me about tutoring and I said I was waiting for the refund. The lady (I believe based on the name) sent me a message saying that they had given me a "free month" and that billing would resume in December. I said that I did not have any need for that I wanted the refund I was told I would get (and should never have been billed for). Then she asked if I wanted a monthly plan to keep it "on hold" (which I don't). Ultimately I was told that I was not going to get a refund and that the person who sold me the tutoring and the person who said they would refund the money were wrong. In any case, it is a scam. (the first month charge of $749 is not in dispute)Business Response
Date: 11/10/2023
Please see attached response.
Thank you!
*** ** ****** ****, Suite 300 | St. Louis, MO ***** | *********************
November 10, 2023
Better Business Bureau
*** ** ********* **** ****
*** ****** ** *****
Re: Complaint #******** (the “Complaint”) – ****** ******** (“Mr. ********”)
Varsity Tutors LLC’s (“Varsity”) Response to the Complaint
Dear Sir or Madam:
Varsity is in receipt of the Complaint (as defined above) filed by Mr. ******** on October 30, 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
(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 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 September 2023 in order to be matched with an online tutor. On September 13, 2023, Mr. ********
purchased a Learning Membership for use on Varsity’s platform, and executed the TOCAU on September
17, 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. ********’s Learning Membership was on a month-to-month basis, and
would include 12 hours each month for use with one-on-one tutoring through the platform. During the
Learning Membership, nine (9) sessions were invoiced to Mr. ********’s account by his tutor (one (1) of
which was invoiced as a “no-show”, as permitted in the TOCAU). The Learning Membership continued
to renew for an additional month on one (1) subsequent occasion -- October 2023 -- as set forth/agreed to
in the TOCAU (and the requisite 12 hours were added to the account for Mr. ********’s use during that
month). On October 23, 2023, Mr. ******** indicated to Varsity that he did not wish to continue with the
Learning Membership, and he preferred to cancel it and receive a refund for the month 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 TOCAU. 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 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.
Regards,
****** *****
Senior Corporate Paralegal
p: ***** ******** | f: ***** ********
e: ***************************Initial Complaint
Date:10/29/2023
Type: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 am writing to express my deep dissatisfaction with a recent experience with your company. In November, I contacted your customer service regarding a $500 charge for tutoring sessions for my 8-year-old child, resulting in a $199 refund upon request.During this interaction, ************************* recommended an alternative $9.99 plan and mentioned 2 unused hours of sessions that needed to be used to avoid forfeiture. I used these 2 hours in October.Unexpectedly, on 10/29/23, I discovered a $300 charge on my account. **************** explained that I was being charged for 4 sessions instead of the 2 I thought I had. This lack of clarity has left me feeling deceived.I thought the initial 2 hours and the 2 in October were separate, with no additional charges. This misunderstanding stemmed from inadequate communication.I kindly request:1. A prompt $300 refund.2. Immediate account cancellation and data removal.I hope for a swift resolution. Otherwise, I may escalate this matter to regulatory authorities. I expect a response confirming the refund, account cancellation, and preventive measures within a reasonable timeframe.Business Response
Date: 11/14/2023
Please see attached response.
Thank you!
************************************************************************ | www.varsitytutors.com
November 14, 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 October 29, 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 he 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 August 2023 in order to be matched with an online tutor. On August 15, 2023, **************** purchased a
Learning Membership for use on Varsitys platform, and executed the ***** on August 17, 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 two (2) hours each month for use with one-on-one tutoring through the platform. During the
Learning Membership, 13 sessions were invoiced to **************** account by his tutor (five (5) of which
were invoiced as no-shows, as permitted in the *****). The Learning Membership continued to
renew for an additional month on two (2) subsequent occasions -- September and October, respectively --
as set forth/agreed to in the ***** (and the requisite two (2) hours were added to the account for Mr.
Sandes use during that month). On September 29, 2023, **************** communicated with Varsity regarding
his concerns related to the status of the Learning Membership. At that time, Varsity offered **************** an
alternate resolution that addressed his concerns while also allowing him to continue receiving services
pursuant to the Learning Membership, and **************** agreed to the resolution at that time. Varsity's first
indication of **************** concerns regarding the alternative resolution was upon receipt of the Complaint,
at which time 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: 11/14/2023
Complaint: 20796677
Dear ******,
I hope this message finds you well. I am writing to address a matter concerning the services provided by Varsity, particularly in relation to my Learning Membership with your platform.
I wish to express my disappointment and concern regarding the invoicing of five sessions as "no-shows" during the course of my Learning Membership. My understanding was that I had been consistently engaging with Ms. ******** as my daughter's tutor, and any deviations from this arrangement were unintended and beyond my control.
It is important to clarify that the erroneous billing for these sessions was not a result of my request or acceptance of additional tutors. The responsibility for ensuring the correct assignment of tutors and the manner in which classes are arranged lies with the platform's operational system. Consequently, I cannot accept these instances of "no-shows" as a valid reason for billing or erroneous invoicing.
I would like to emphasize that my primary concern is the accurate provision of services as per the agreed terms of the Learning Membership. I appreciate the promptness with which Varsity responded to my communication regarding these issues. I acknowledge the resolution offered at that time, which allowed for the continuation of services while addressing my concerns.
Moreover, I want to acknowledge that Varsity has taken steps to rectify the erroneously billed sessions and has promptly canceled my membership as per my request.
Moving forward, I hope we can ensure a smoother and more accurate provision of services in the future. I appreciate your attention to this matter and look forward to an amicable resolution.
Thank you for your time and understanding.Sincerely,
*************************Initial Complaint
Date:10/27/2023
Type: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 signed up for Varsity Tutors after being told by the sales rep that they had qualified tutors for our son who is dyslexic. We were paired with 3 different tutors and NONE of them were qualified to help our son. I finally called to complain and cancel our membership and ask for a refund due to them not following through with their end of the contract and was told I was not guaranteed a refund. They assured me they had someone who could help but when I asked them to provide me with a licensed dyslexia therapist they couldn't find even one in their database. Our refund request was denied, even after they confirmed they couldn't provide me with the necessary qualified tutor. I have 4 hours on my account that were not used and 4 additional hours used that were a waste of time and money due to being paired with tutors who were not qualified to work with my son. Please help me get my money back from this unprofessional company.Customer Answer
Date: 10/27/2023
Here is proof of them admitting they do not have the qualified tutor they originally told me they had.Business Response
Date: 11/14/2023
Please see attached response.
Thanks!
************************************************************************ | www.varsitytutors.com
November 14, 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 October 27, 2023 (and of
which Varsity was made aware on October 30, 2023). This letter shall serve as Varsity's response to the
matters raised in the Complaint. Although Varsity's attempt to make contact with ************ in response to
the Complaint was 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
September 2023 in order to be matched with an online tutor. On September 12, 2023, ************ purchased
a Learning Membership for use on Varsitys platform, and executed the ***** on September 13, 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 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. On September 30,
2023, ************ was matched with a second tutor at her request, and an additional five (5) sessions were
invoiced to ************ account by the second tutor (one (1) session of which was invoiced as a no-show,
as permitted in the *****). On October 26, 2023, ************ indicated to Varsity that she did not believe
either of the tutors with whom she had been matched (based upon ************ self-selected criteria) were a
good fit. At that same time, ************ 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 month 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 experience on Varsity's platform, and the related request for a resolution, were already
under review at the time the Complaint was received, although Varsity's attempt to make contact with Ms.
**** in response to the Complaint was unanswered. Nonetheless Varsity has provided what it believes to
be an amicable resolution and remains further willing to address any outstanding issues with ************.
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: ********************************
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