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:10/26/2023
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 received a phone call from Varsity Tutors after I inquired online about their tutoring process. I was told they had great tutors and could help my child in chemistry. I was told I could sign up for a 4-hour package (4, 1-hour sessions) All sounded good, so I signed up online for $329.00. My child (a minor) was told by the tutor that the sessions were 1.5 hours, without discussing with a parent. My child received less than adequate tutoring, and was purposely kept on longer than agreed upon by me. The tutor also stated that my child had 30 minutes left of tutoring (but they charged an overage). Then I receive a charge on my Credit Card for $370.13 for another 4 hours of tutoring and an overage charge without my consent. I have made multiple phone calls and have been on hold for over an hour just to be sent to voicemail. I requested a refund and the closing of my account; All I have received is the run-around once I got a hold of someone. They say it was escalated, to the escalation team. What a bunch of B.S. There is no accountability nor anyone in charge at this very predatory business. It baffles me that companies like this are able to continue to operate and rip people off. My family and I bust our ass for $$ and this dishonest, slimy company wants t steal from its customers. Do not sign up with this company, they will bill you after not providing services and will not respond to your phone calls and steal your money. Hell, you can’t even cancel online, you have to call a listen to their B.S. to keep you on the hook.
Business Response
Date: 11/08/2023
Please see attached response.
Thanks!
*** ** ****** ***** ***** *** | St. Louis, MO ***** | *********************
November 8, 2023
Better Business Bureau
*** ** ********* **** ****
St. Louis, MO *****
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 26, 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 ***** or ********, 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. ****** purchased a Learning
Membership for his family’s use on Varsity’s platform in September 2023 and the TOCAU was executed
in conjunction with the purchase. 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 four (4) hours each month for use with one-on-one tutoring
through the platform. During the Learning Membership, three (3) sessions were invoiced to the account
by Mr. ******’s family’s tutor. The Learning Membership renewed for an additional month on October
20, 2023, as set forth/agreed to in the TOCAU (and the requisite four (4) hours were added to the account
for Ryen’s use during that month). On October 25, 2023, Mr. ****** contacted Varsity and requested
cancellation of the Learning Membership, as well as a refund. 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:10/25/2023
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 requested 4 hours of ACT tutoring for our son and we did receive it. However, they tell you to call and cancel within 30 days to avoid additional charges. We did call and they said they would extend 30 more days for free. We asked again if we would be charged and were told no. Two days later they took $121.00 from our account. I called them immediately and an automated message said to press 4 for billing. A live person answered and I said I needed to speak to someone about an unauthorized charge. She said she would transfer me to billing. Another automated message said to press 3 for billing. A man picked up and said the charge was for going over the 4 hours that we initially paid over $300.00 for! We never asked for additional time nor were we told that time was up and we would be charged additional fees. The man said he would escalate this to the billing department. I told him that is what I thought he was. He said someone would contact us within 24 hours. I asked if they would be calling and he said no, it would be through email! This is such a scam. They can easily take your money but cant easily refund unauthorized charges!Business Response
Date: 11/14/2023
Please see attached response.
Thank you!
************************************************************************ | www.varsitytutors.com
November 14, 2023
Better Business Bureau
********************* 2060
************************
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 25, 2023 (and of
which Varsity was made aware on October 26, 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. 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 April 2023 in order to be matched with an online tutor. On April 28, 2023, Mr.
Hookey purchased a Learning Membership for use on Varsitys platform, and executed the ***** on
April 30, 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 Hookeys 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, eight (8) sessions were invoiced to The Hookeys account by
their tutor (of which one (1) was invoiced as a no-show, as permitted by the *****.) The Learning
Membership renewed for an additional month in May 2023 as set forth/agreed to in the ***** (and the
requisite four (4) hours were added to the account for the Hookeys use during that month). On May 29,
2023, the Hookeys communicated with Varsity regarding their concerns related to the status of the
Learning Membership and indicated that they did not wish to continue with the Learning Membership. At
that time, Varsity offered the Hookeys an alternate resolution that addressed their concerns while also
allowing them to continue receiving services pursuant to the Learning Membership, and they agreed to
the resolution at that time. The Learning Membership subsequently renewed in September 2023. On
October 26, 2023, the same day the Complaint was received, the Hookeys concerns regarding their
experience on Varsity's platform, and the related request for a resolution, were already under review 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:10/25/2023
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 was charged 4 hrs per month during the summer break. They charged me $269 per month for 2 months. I called them and requested a refund for 2 months totaling $538. I did not use any services nor did I receive any tutoring help during the summer. The agreed to a refund but I never got a refund. They had the audacity to charge me again in in October.Business Response
Date: 11/08/2023
Please see attached response.
Thanks!
************************************************************************ | www.varsitytutors.com
November 8, 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 25, 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 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, ************ first contacted Varsity in
October 2022 in order to be matched with an online tutor. On October 3, 2023, ************ purchased a
Learning Membership for use on Varsitys platform, and executed two (2) TOCAUs thereafter. 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 for a period of 12 months, and would
include four (4) hours each month for use with one-on-one tutoring through the platform. During the
Learning Membership, 47 sessions were invoiced to Mr. ***** account by his tutor (which included two
(2) no-shows, as permitted in the ******* In July, ************ contacted Varsity to request a
cancellation of the Learning Membership, but ultimately chose to pause the Learning Membership for
60-days rather than proceed with cancellation (and the Learning Membership resumed at the conclusion
of the pause, resulting in the October Learning Membership payment referenced in the Complaint).
Varsity has effectuated what it believes to be an amicable resolution to the Complaint, and Varsity has
made multiple attempts to reach ************ to confirm that the matter has been adequately resolved.
Varsity's attempts to make contact with ************ in response to the Complaint have gone unanswered;
however, Varsity remains willing to discuss the situation with ************ should he wish 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: ********************************Initial Complaint
Date:10/24/2023
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.
Do not use Varsity Tutors if you are looking for something to help children. I contacted them looking for someone to help my dyslexic student with his homework and not one person was qualified. The tutors are unreliable and unknowledgeable. My tutors would cancel for no reason, change times last minute, or would not know the subject (elementary math) and be unable to assist. I had one tutor not know how to do elementary school math. You also have to deal with tutors being in different time zones and constantly unable to help. Varsity Tutors makes the claim you can get a refund if you are unsatisfied and of course, they dont. They wouldnt even refund a tutor over charging me. As a parent, I put more effort into trying to deal with Varsity tutors mistakes that we would have been better off if I did the tutoring myself. Do not recommend!!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 24, 2023. This
letter shall serve as Varsity's response to the matters raised in the Complaint. Although Varsitys attempts
to make contact with **************** in response to the Complaint have gone unanswered, Varsity has
effectuated what it believes to be an amicable resolution, and remains willing to discuss the Complaint
with **************** should she wish to do so.
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 April 2023 in order to be matched with an online tutor. On April 13, 2023, **************** purchased a
Learning Membership for use on Varsitys platform, and executed the ***** on April 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. Ms. ******* Learning Membership was initially on a month-to-month basis and
included four (4) hours each month for use with one-on-one tutoring through the platform; the Learning
Membership was later converted to a six (6) month membership rather than month-to-month in August.
During the course of the Learning Membership, 22 sessions were invoiced to Ms. ******* account by
her tutor. The ***** sets forth, among other things, that the experts who offer their services through
Varsity's platform are independent contractors who have their own tutoring, instruction, and teaching
styles and methods. While Varsity believes that the platform works for a large number of learners and
experts, it is unfortunate to hear that **************** did not have a similar experience overall. Although
Varsity has no record of **************** expressing her concerns regarding her experience on the platform (as
referenced in the Complaint), Varsity has provided what it believes to be an amicable resolution and
remains willing to discuss any further concerns with **************** should she wish 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: ********************************Initial Complaint
Date:10/22/2023
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 paid $199 for 2 hours of monthly Executive Functioning services.
They scheduled someone but she didn't know much about that field. She spent an hour chatting about weather and her being hungry. She was a lonely old lady who was lovely but she wasn't a tutor.
At the end, her feedback and advice that was supposed to help my son with his school work was that he was a nice open-minded boy. No advice. No value added. How is telling me he's a nice boy an instruction or advice on how he can work on a learning disability?
Varsity Tutors promises a new tutor and a credit if that first tutor doesn't work out.
I spent hours on the phone arranging that. Hours!
We made it clear my son is only available on Friday, Saturday and Sundays. They assigned us a tutor who only worked weekdays. She said nobody told her. So we wasted another day where we were denied services we paid for.
I begged for a new tutor. We got one for today with a 12:15 session. great! Well the tutor didn't show up, doesn't respond to messages or texts. So we lost another day on someone who likely doesn't work weekends even though everyone knows we can only do sessions on weekends.
So they take your money but then refuse to get your a session and you run out of time to use them since you have to get your sessions completed within a limited period of time.
The business model works because we prepay for sessions but it's nearly impossible to use them. I spent well over 4 hours and we still had nothing in the end.
We requested a refund many times but I'm not sure anyone actually processes them or if Varsity Tutors will stand by their word and refund us for services they were unable to provide.
THIS PLACE IS A SCAMBusiness Response
Date: 10/30/2023
*** ** ****** ***** ***** *** * *** ****** ** ***** * *********************
October 30, 2023
Better Business Bureau
*** ** ********* **** ****
*** ****** ** *****
Re: Complaint #******** (the “Complaint”) – ******** ******** (“Ms. ********”)
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 Ms. ******** on October 22, 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
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 Ms. ******** specifically and according to Varsity’s records, Ms. ******** first contacted
Varsity in October 2023 in order to be matched with an online tutor. On October 16, 2023, Ms. ********
purchased a Learning Membership for use on Varsity’s platform, and executed the TOCAU on October
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. Ms. ********’s 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. ********’s account by her tutor. On
October 21, 2023, Ms. ******** indicated to Varsity that she did not believe any of the tutors with whom
she had been matched (based upon Ms. ********’s self-selected criteria) were a good fit, and she
requested to cancel her Learning Membership. 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 Ms. ******** did not have a
similar experience overall. Varsity was already in contact with Ms. ******** at the time it received the
Complaint, and the parties reached a fair and 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
** ***** ******** * ** ***** ********
e: ***************************Initial Complaint
Date:10/22/2023
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 July 13, 2023 I have subscribed to a one month membership (2 hours) of live 1 on 1 class of LSAT prep at Varsity, because I wanted to connect with a teacher regarding the matter I was struggling with. I specifically expressed my will of subscribing only one month as it's a big expense to my budget. I had two meetings with the teacher, during 1st meeting we had tech issues as we were couldn't hear/see each other. After the second meeting I still had unused 30 minutes but I still decided to cancel. Right before the end of the membership I contacted Varsity and I let them know that I wanted to make sure I won't be charged for the next month as I need to cancel my membership. She really did not want to comprehend my decision and offered me many options just not to cancel. I told her that I don't want to pay and no longer need the subscription. Then she said that in 2 months she or someone else will call me back and follow up on the offers. Either way I will not be charged without explicitly agreeing to it. I was NOT contacted by anyone neither on Sep or Oct. On August 2 I got text by Jarret checking in. I replied (screenshot) that I wanted to make sure that I will not be charged for another month as I only paid for one month. I haven't got any reply. I checked many times on the app that there is no renewal or any indication that it will auto renew (screenshot) it would only show July 13-Aug 13, not auto renewing with no option to cancel. There was no CC info input on my account. Despite all that I was charged another $229 on Oct 12. I went on chat with Liam (screenshot) and found out my acct was not canceled.He told me he canceled it and I will be contacted by their billing within 24-48h. I called them the same day (10/18/23)and got yelled at by Joshua.He was extremely rude, unprofessional and not letting me talk raising voice on me! English in not my first language,I just came to US and being where I am cost me a lot. He made me cry and question myself. Please help.Business Response
Date: 11/06/2023
Please see attached response.
Thanks!
*** ** ****** ****, Suite 300 | *** ****** ** ***** | *********************
November 6, 2023
Better Business Bureau
*** ** ********* **** ****
*** ****** ** *****
Re: Complaint #******** (the “Complaint”) – ******** ******** (“Ms. ********”)
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 Ms. ******** on October 22, 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 ***** or ********, 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 Ms. ******** specifically and according to Varsity’s records, Ms. ******** first contacted
Varsity in July 2023 in order to be matched with an online tutor. On July 12, 2023, Ms. ********
purchased a Learning Membership for use on Varsity’s platform, and executed the TOCAU on July 14,
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. Ms. ********’s 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, two (2) sessions were invoiced to Ms. ********’s account by her tutor.
On August 7, 2023, Ms. ******** requested cancellation of her Learning Membership, although at that
time Ms. ******** agreed to a 60-day pause of the Learning Membership, (and the Learning Membership
resumed at the conclusion of the pause). On October 8, 2023, Varsity contacted Ms. ******** to remind
her of the reactivation of the Learning Membership, pursuant to their prior conversations. On October 18,
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 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. Varsity contacted Ms. ******** upon its receipt of
the Complaint and ultimately chose to provide a resolution that was satisfactory to her.
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:10/19/2023
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.
They make it impossible to cancel membership and then continue to charge for services I do not need nor want. I called them several times to cancel my membership, but ignore my requests and continue to charge for my service.Business Response
Date: 11/08/2023
Please see attached response.
Thanks!
*** ** ****** ****, Suite 300 | St. Louis, MO ***** | *********************
November 8, 2023
Better Business Bureau
*** ** ********* **** ****
St. Louis, MO *****
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 19, 2023. This
letter shall serve as Varsity’s response to the matters raised in the Complaint; however, please note that the
parties have already reached an amicable resolution that fully resolves any and all issues in 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
https://*********************/guarantee-policy.
Regarding Mr. **** specifically and according to Varsity’s records, Mr. **** first contacted Varsity in
June 2023 in order to be matched with an online tutor. On June 16, 2023, Mr. **** 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. Mr. ****’s Learning Membership was on a month-to-month basis, and would
include eight (8) 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. On August 21,
2023, Mr. **** indicated to Varsity that he did not wish to continue with the Learning Membership and
he preferred to cancel it; at that time, there was a pending balance on Mr. ****’s account that needed to be
satisfied before the request for cancellation could be processed. In the interim, the Learning Membership
continued to renew for August and September, in accordance with/as agreed to in the TOCAU. On
October 3, 2023, Mr. **** made an additional request to cancel his Learning Membership and receive a
refund for the months of August and September. Around the time the Complaint was received, Mr. ****’s
account was under review and the parties reached an amicable resolution that addressed Mr. ****’s
concerns.
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:10/19/2023
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 on a month to month plan in July. When we signed up we were told that we would be able to cancel at any time. We used the services for approximately 3 months and then wanted to cancel.
They do NOT provide a way to cancel their membership online (only to change membership plans). We had to contact an account representative via phone and via text who assured us that our plan was cancelled.
We were not billed for 2 months and then out of the blue we were billed on Oct 16th for an entire month of service. When we called, we were told they do not process refunds and that our membership was paused and NOT cancelled.
We have texts indicating the request for cancellation and that they were processing the request. We assumed all good because we were not billed but apparently they did not process our request even though we have written communication to the effect.
It feels very predatory the way they are going about billing and refusing to processing a refund for a service we asked to be cancelled, are not using, and have no plans to use.Business Response
Date: 10/27/2023
*** ** ****** ***** ***** *** * *** ****** ** ***** | *********************
October 27, 2023
Better Business Bureau
*** ** ********* **** ****
*** ****** ** *****
Re: Complaint #******** (the “Complaint”) – ***** ****** (“Ms. ******”)
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 Ms. ****** on October 19, 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
https://*********************/guarantee-policy.
Regarding Ms. ****** specifically and according to Varsity’s records, Ms. ****** first contacted Varsity
in July 2023 in order to be matched with an online tutor. On July 16, 2023, Ms. ****** purchased a
Learning Membership for use on Varsity’s platform, and executed the TOCAU on July 23, 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. Ms. ******’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, six (6) sessions were invoiced to Ms. ******’s account by her tutor. The Learning
Membershiprenewed for an additional month in August as set forth/agreed to in the TOCAU (and the
requisite four (4) hours were added to the account for Ms. ******’s use during that month). The Learning
Membership was put on pause during the month of September (i.e., no hours were added to the account
and no payment was collected), and the Learning Membership resumed in October. On October 19, 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 month which had already been paid. Varsity was already
in contact with Ms. ****** at the time it received the Complaint, and the parties reached a fair and
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,
****** *****
****** ********* *********
p: ***** ******** | f: ***** ********
e: ***************************Initial Complaint
Date:10/19/2023
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.
Varsity Tutors failed to advise me of monthly reoccurring charges. October 8th I was charged an additional $369. Unfortunately, I hadn’t used the initial four hours from September.Business Response
Date: 10/27/2023
*** ** ****** ***** ***** *** | *** ****** ** ***** | *********************
October 26, 2023
Better Business Bureau
*** ** ********* **** ****
*** ****** ** *****
Re: Complaint #******** (the “Complaint”) – ****** ****** (“Ms. ******”)
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 Ms. ****** on October 19, 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
https://*********************/guarantee-policy.
Regarding Ms. ****** specifically and according to Varsity’s records, Ms. ****** first contacted Varsity
in September 2023 in order to be matched with an online tutor. On September 8, 2023, Ms. ******
purchased a Learning Membership for use on Varsity’s platform, and executed the TOCAU on September
10, 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. Ms. ******’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, one (1) session was invoiced to Ms. ******’s account by her tutor. The
Learning Membership renewed for an additional month in October, as set forth/agreed to in the TOCAU
(and the requisite four (4) hours were added to the account for Ms. ******’s use during that month). On
October 18, 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 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. Varsity contacted Ms. ****** upon its
receipt of the Complaint and ultimately chose to provide a resolution that was satisfactory to her.
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:10/18/2023
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 was a customer of Varsity Tutors from June - July of 2023. Although their tutoring was subpar and the overall service wasn't amazing, they did tutor my son after a month of trouble shooting.
I cancelled my membership since school was starting, in July of 2023. In September I found a charge of $579. I called the customer service who said there was only a hold put on the payments as they do not allow you to cancel from the website. They offered me extra deals to keep my membership going but said there was no way to get a refund after stating that the terms of service don't allow for them. They also do not have an option to remove credit cards from their website so I changed my credit card number after seeing the many complaints of being billed even after cancellation.Business Response
Date: 10/30/2023
*** ** ****** ***** ***** *** | St. Louis, MO ***** | *********************
October 30, 2023
Better Business Bureau
*** ** ********* **** ****
St. Louis, MO *****
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 18, 2023(and of
which Varsity was made aware on October 19, 2023). This letter shall serve as Varsity’s response to the
matters raised in the Complaint, as well as confirmation that the parties have already reached an amicable
resolution that fully resolves any and all issues in 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 ***** or ********, 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
Complaint # ********
Page 2
(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
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 May 2023 in order to be matched with an online tutor. On May 31, 2023, Mr. ******* 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. Mr. *******’s Learning Membership was on a month-to-month basis, and would
include eight (8) hours each month for use with one-on-one tutoring through the platform. During the
Learning Membership, 11 sessions were invoiced to Mr. *******’s account by his tutor. On September 5,
2023, Mr. ******* communicated with Varsity regarding his concerns related to the status of the Learning
Membership. At that time, Mr. ******* indicated 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. Varsity contacted Mr. ******* upon its
receipt of the Complaint and ultimately chose to provide a resolution that was satisfactory to him.
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: ***************************
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