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:10/17/2023
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.
Purchased an expensive tutor package from Varsity Tutors and was told my hours never expire. They will not credit me back my hours unless I purchase an expensive membership package. Something has changed with this *************** business practices! Buyer BEWARE!!!
Business Response
Date: 10/31/2023
******************************************************************************************** | www.varsitytutors.com
October 31, 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 17, 2023 (and
of which Varsity was made aware on October 18, 2023). This letter shall serve as Varsitys response to the
matters raised in the Complaint. Although Varsity's attempts to make contact with ******************** in
response to the Complaint have gone unanswered, Varsity has effectuated what it believes to be an
amicable resolution, and remains willing to discuss the Complaint with ******************** should she wish to
do so.
By way of background, Varsity is a live learning platform that, among other things, seamlessly connects
experts and learners in any subject, anywhere, at any time. This includes connecting students with
tutoring, academic enrichment, and test-preparation needs with vetted, independently contracted tutors
and test instructors who provide those services directly to students (not Varsity) online, on dates and at
times agreed upon between them. Varsitys platform also offers customers/students several different
choices for how to engage with tutors, instructors, experts, and professionals including one-on-one
(between one tutor and student), small group tutoring (between one tutor or instructor and a small group
of selected students), group courses (with one tutor or instructor leading a session with a large number of
participants), or combinations of the above. Customers/students of the platform can also get immediate,
live, one-on-one tutoring or instruction in more than *************** as little as 15 seconds by connecting
with a tutor through the Instant Tutoring feature on Varsitys platform. In 2022, Varsity began a
subscription offering called Learning Memberships, which is a comprehensive solution that provides
multimodal learning services to help customers achieve their learning goals. As independent contractors,
the tutors, instructors, and experts who offer their services through the platform (in any capacity) have
their own materials, styles, and methods as indicated on every page of Varsitys website
(www.varsitytutors.com).
In addition to the above, Varsity has expanded its offerings through its platform to include Professional
Certifications. The Professional Certifications offering connects customers/students with tutors and/or
instructors to assist in various professional certification tests (such as NCLEX or SHRM-SCP, among
others), in a one-on-one format or group format. As independent contractors, the tutors, instructors, and
experts who offer their services through the platform (in any capacity) have their own materials, styles,
and methods as indicated on every page of Varsitys website.
Complaint # ********
Page 2
Varsity highlights its policies on the website and attempts to set realistic expectations with the potential
customers/students who seek to be matched with a contracted tutor, instructor, or expert through Varsitys
online platform. Varsity is transparent about its services and uses its Terms of Customer Accounts Use
(the 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 February 2018 in order to be matched with an online tutor. On February 23, 2018, ********************
purchased a package of hours for use on Varsitys platform, and executed two (2) additional TOCAUs
thereafter. Between February 26, 2018, and December 15, 2020, 13 sessions were invoiced to Ms.
********* account by her tutor (according to the invoices submitted to Ms. ********* account). As set
forth in the TOCAUs (and indicated to ******************** during her communications with Varsity prior to the
filing of the Complaint), purchased hours expire one year after the date of purchase; accordingly, the
hours that remained on Ms. ********* account as of December 14, 2021, expired.1 On October 17, 2023,
******************** contacted Varsity and indicated that she was unaware the hours would expire; accordingly,
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. Varsity has provided what
it believes to be an amicable resolution, and credited hours are available on Ms. ********* account for
her use.
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: ********************************
1 The hours had been reinstated to Ms. ********* account on two (2) prior occasions upon her request.Customer Answer
Date: 11/06/2023
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:10/17/2023
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 Varsity Tutors for two months in the summer. I cancelled my membership and was billed in September and October. When I called the customer service representative used hard sales tactics to try and get me to not cancel my membership. I explained that I do not need the services at all and wanted to cancel. She confirmed that she would cancel however I check today (a week later) and it is still active. I can't get them to cancel my membership. They are billing me over $500 a month.Business Response
Date: 10/27/2023
*** ** ****** ***** ***** *** | St. Louis, MO ***** | *********************
October 27, 2023
Better Business Bureau
*** ** ********* **** ****
St. Louis, MO *****
Re: Complaint #******** (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 October 17, 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
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 *** ************ specifically and according to Varsity’s records, *** ************ first
contacted Varsity in June 2023 in order to be matched with an online tutor. On June 13, 2023, Ms.
*****-****** 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 eight (8) hours each month for use with one-on-one tutoring
through the platform. During the Learning Membership, 12 sessions were invoiced to *** ************’s
account by her tutor. The Learning Membership renewed for an additional month on July 13, 2023;
August 13, 2023; September, 13, 2023; and October 13, 2023, respectively, as set forth/agreed to in the
TOCA, (and the requisite eight (8) hours were available on the account for use during that time). On
October 17, 2023, the same day the Complaint was received, *** ************ conferred with Varsity
regarding a request to cancel the Learning Membership and receive a refund for the months which had
already been paid. Varsity contacted *** ************ 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:10/13/2023
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 a 12-month tutoring subscription for my son who was struggling with mental health issues last year and was hospitalized early in the 2022-2023 school year so he fell behind. Varsity Tutors was great, the helped him pass the school year and I had no issues. They even paused my membership over the summer (extended the term) while he wasn't in school. When school started this year he had not resumed tutoring until we could determine where his struggles would be. On 9/20, he attempted to commit suicide and was placed in the TCU at Cardinal Glennon for a week, then put in a mental health facility for another week and a half. After his release we met with his school to determine a plan to slowly integrate him back into school (he has an IEP) and is receiving extra help (tutoring) from the school. Adding on additional tutoring would be too stressful for him. I have explained all of this to Varsity Tutors and requested an exception to be made to cancel the remainder of my subscription (Oct-Jan) and refund September because of the medical bills we now have pouring in. They simply said that no, and that we are not eligible for a refund. I understand the contract says no refunds under any circumstances, but surely they could make an exception given our circumstances. To just say no seems heartless given the mental health crises so many of our children are facing. I would never ask if we were not going through all of this.Business Response
Date: 10/20/2023
October 20, 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 13, 2023. Upon
receipt of the Complaint, Varsity contacted Ms. ***** to discuss her concerns and the parties reached an
amicable resolution at that time. Thus, Varsity believes it has addressed the issues set forth in the
Complaint and that the matter was satisfactorily resolved.
1
Please consider this Varsity’s response to the Complaint. 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:10/12/2023
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 paid them $1,044 to help me prepare for the ****** They guaranteed me a pass or refund. I actually failed the first time, contacted the account manager, she said she would speak with someone else and contact me later. She said I would get my hours back. I was thinking perhaps it was something I did wrong. I did it again using a different tutor, had problems with a tutor not being to help me, got another tutor that complained about being a back up tutor. I continued on after being passed on to different tutors. I took the test again and failed. I contacted them on several occasions to request my money back. I didn&#**;t hear back and called again, the next rep said I was not going to get my money back. They said they no longer do this. I know when I signed the contract it stated I would get my money back. I requested to get the contract sent to me. When I didn&#**;t hear from someone I called again. The next rep said he would put it in to escalate the request. I missed the call of *****, a rep there. I tried to contact back and no one returned my call. I left my name and number several times. I haven&#**;t heard from anyone and have given them 2 chances and still haven&#**;t passed the ****** I requested it through email too. They refunded me $49.00 and that was it. I asked about this and they could not explain it. I would like a refund.Customer Answer
Date: 10/17/2023
I am satisfied with the business response. 2 payments of $522 have been refunded for a total of $1044. They quickly resolved my issue and I am pleased with the result.Initial Complaint
Date:10/10/2023
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 cancelled my son's Varsity Tutor membership in June 2023. Yesterday I found that we started getting charged $249/month again starting in August. I called to complain and spoke with *******. She said that the person we dealt with in June only put us on a 1 month hold instead of cancelling us. ******* said that this was unusual for a hold since usually it is at least 2 months for the summer but she would cancel our membership and submit a claim for a refund for August and September. This morning I got an email denying the refund.We were very happy with Varsity Tutors 2021-2022 until they switched from hourly rates to monthly memberships. The sales rep told us we were buying a membership that would cover my son's tutoring at the same frequency as he was currently using. Within a couple of months we were being charged overages. When I called to complain in March (I spoke with ***** ?) I was told my son could only use 4 hours per month. He was previously being tutored 2-3 times per week for ***** minutes per session. I paid the overages and then cancelled his membership in June. Something has definitely changed with this company in the last year. I went on Yelp in the March when I was having issues with our membership and posted a review to see if anyone else was having the same issues. I immediately got a call from Varsity Tutors asking me to take down my review and offering to work with me. A day later, I got an email from **** saying my review had been taken down because Varsity said I was not an actual customer.In addition to the above issues, the hours you buy expire at the end of the billing cycle. This was not the case in all of our previous years with Varsity and was not mentioned when we were agreeing to the monthly membership.Customer Answer
Date: 10/11/2023
After complaining to the BBB and posting reviews on ****** and Yelp, I received a call from *********************, manager of Varsity's client experience department, and was informed that my case had been reviewed and I had been issued a refund for the unauthorized charges. She apologized for the actions of the previous manager, *****, who had said one thing and did another. Hopefully this isn't just a case of the squeaky wheel getting the grease but an indication that Varsity Tutors is changing its business practices.Initial Complaint
Date:10/09/2023
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.
My underage son signed up for varsity tutors using my credit card information. He signed up to prepare for the SAT. Varsity tutors continued to charge me for another month even though the account was canceled since the services were no longer needed. I tried to reach out and they claimed that I had entered an agreement with them. My underage signed up for an account not me. They refused to refund me the 579 they charged me for a month that would not even be used.Business Response
Date: 10/20/2023
October 20, 2023
Better Business Bureau
*** ** ********* **** ****
*** ****** ** *****
Re: Complaint #******** (the “Complaint”) – **** ******** (“Customer”)
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 the Customer on October 9, 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 the Customer specifically and according to Varsity’s records a Learning Membership for use
on Varsity’s platform was purchased on August 28, 2023, and the TOCAU was executed 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. The Customer’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, six (6) sessions were invoiced to the account. The Learning
Membership auto-****wed for an additional month on September 28, 2023, as set forth/agreed to in the
TOCAU. On October 2, 2023, Varsity became aware that the Customer preferred to cancel the Learning
Membership 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 the Customer upon its receipt of the Complaint
and ultimately chose to provide a satisfactory 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:10/07/2023
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 signed up for Varsity's $199/month membership, tutored for 1 month, then when it were time for me to be billed $199 for October sessions, I was billed $746.25. I've been calling to get someone to help correct the error and have been given the run around. I'll be told my case has been escalated and someone will reach out to me within 48 hours. No one ever calls, then I have to call and escalate again. They are also refusing to cancel my service because of this billing error. This company is not in the business of helping anyone, they are fraudulent criminals posing as a reputable business. I planned on using their services for this whole fall semester, which would have netted them $796, instead they are losing what would have been a loyal customer due to questionable business practices.Business Response
Date: 10/20/2023
Please see attached response.
Thanks!
******************************************************************************************** | www.varsitytutors.com
October 20, 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 7, 2023. This
letter shall serve as Varsitys 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. 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 August 2023 in order to be matched with an online tutor. On August 30, 2023, ********************
purchased a Learning Membership for use on Varsitys platform, and executed the ***** on that same
date. A Learning Membership entitles customers to a set number of live one-on-one tutoring hours per
month on a recurring monthly basis, in addition to enrollment in certain live classes through Varsitys
platform, among other benefits. ********************** Learning Membership was on a month-to-month basis, and
would include two (2) hours each month for use with one-on-one tutoring through the platform. During
the first month of the Learning Membership, five (5) sessions were invoiced to ********************** account by
her tutor. On October 4, 2023, ******************** indicated to Varsity that she did not wish to continue with the
Learning Membership, and she preferred to cancel it and receive a refund of the related charges. 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: 10/20/2023
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:10/07/2023
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.
Frivolous billing for the following amounts on October 3, 2023.
$391.20
$219.00
$579.00
Total extra billing: $1189.20
Called on October 6 to resolve the issue. They agreed to credit back partial amount but would not agree to promises made by previous representative and confirmed by email by them. The total charge should have been zero for this month and the next billing should have been in November 2023 (this was confirmed by prior representative on September 3rd.
Following was promised:
1. 8 hours free during October (but got billed for 579
2. Prior contract canceled - not done. Billed for 391.20
3. New contract next billing on November 3rd. (Got billed on October 3rd).
We had billing issues consistently with this provider.
Please help resolve this. We expect a total refund of 1189.20.
Thanks
****Business Response
Date: 10/20/2023
October 20, 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 7, 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 Ms. **** specifically and according to Varsity’s records, Ms. **** first contacted Varsity in
September 2022 in order to be matched with an online tutor. On September 3, 2022, Ms. **** 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. During the course of the Learning Membership, 73 sessions were invoiced to Ms.
****’s account. On October 3, 2023, Ms. ****’s husband indicated to Varsity that he believed that they had
been incorrectly billed, and requested to receive a refund and cancel the Learning Membership. Varsity
reviewed the account and worked with the ****s to remedy the situation accordingly. At this time, Ms.
**** remains a customer of Varsity’s platform and it is Varsity’s understanding that she will continue to
use the Learning Membership going forward. Varsity appreciates the ****s’ patience and understanding, as
well as allowing Varsity time to provide a satisfactory solution.
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:10/07/2023
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 enrolled in August '23. Half my classes were canceled last minute & my tutor no-showed our first 3 sessions, so I reached out to customer service and was offered an extra month of tutoring in September as recompense. During this phone conversation on August 15th, I asked to end my membership after that consolation period. My desire to end the membership was acknowledged, and I was told over the phone that the September period was just a consolation and not an actual paid continuation of the membership.
Fast forward to yesterday October 6, when I found out I had been charged on October 1 by Varsity for $1,849 (my entire savings), despite my previous phone conversation in August where I expressed I intended to end my membership. I've now spent hours & hours on the phone since then trying to file for a refund: the first agent never filed my request, the second said I'd receive a call back (I never did), and the third told me it'll be 24-48 hours to review the request but they likely won't approve it anyway. And of course, there would be no chance of expediting the review process or escalating to a supervisor, despite the urgency of me being literally bankrupted by this erroneous charge. All my savings are gone now, and my bank account is overdrawn, crippling me.
Furthermore, before I was aware I had been charged for October, my tutor reached out to meet with me on October 1st to "check in". I just thought my tutor was providing a professional courtesy, because the whole interaction on that day was a brief phone chat where no tutoring actually took place. I later realized this was fraudulently logged as 2 hours of tutoring, and I'm afraid Varsity will use this as grounds to not issue a refund, despite the fact I have not received any actual tutoring this month.
If Varsity Tutors would be willing to actually provide my refund to amend their mistake that's financially crippled me, it wouldn't be a problem. But as of right now, I genuinely feel like I've been robbed.Business Response
Date: 10/16/2023
Please see attached response.
Thanks!
*** ** ****** ***** ***** *** | St. Louis, MO ***** | *********************
October 16, 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 7, 2023. This
letter shall serve as Varsity’s response to the ****ers 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
***********************************************
Regarding Mr. ********* specifically and according to Varsity’s records, Mr. ********* first contacted
Varsity in August 2023 in order to be matched with an online tutor. On August 1, 2023, Mr. *********
purchased a Learning Membership for use on Varsity’s platform, and executed the TOCAU on August 3,
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 16 hours each month for use with one-on-one tutoring through the platform. During the
first month of the Learning Membership, two (2) sessions were invoiced to Mr. *********’s account. On
August 15, 2023, Mr. ********* communicated to Varsity that he did not believe the tutors with whom he
had been matched (based on Mr. *********’s self-selected criteria) were a good fit and Mr. *********
requested a cancellation of the Learning Membership. Varsity offered Mr. ********* an alternative
resolution in order to address his concerns while also ensuring he continued to receive tutoring support,
and Mr. ********* agreed, although he ultimately chose to cancel the Learning Membership, and Varsity
took his request for cancellation under review.. At the time the Complaint was received, Varsity had
already communicated with Mr. ********* and the parties had reached 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:10/06/2023
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 hired Varsity Tutors to help me improve my performance as a first year law student at *** ***** ****** ** *** (Naples, FL). My father was paying them $369/mo since January 2023. I was dissatisfied with their service and cancelled my account in April 2023. Varsity Tutors did not charge my father’s credit card in the month of May, but then charged $369 for June and $369 again in July. It came to my attention in late August, and after bringing it to their attention, they issued a refund for June and July on September 15, 2023. I stressed that the account was cancelled and their services were terminated.
Then last week, I noticed they charged my father’s credit card $369 for August and $369 for September. I called them, and was told they would get back to me. On September 28, 2023, I received an email denying my refund and said they would give me credit for future tutoring services. I do not want nor have I ever agreed to future services. I simply want my money back and for them to permanently delete my name from their client list.Business Response
Date: 10/20/2023
October 20, 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 6, 2023 (and of
which Varsity was made aware on October 7, 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
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
https://*********************/guarantee-policy.
Regarding Mr. ******* specifically and according to Varsity’s records, Mr. ******* has been a customer
on Varsity’s platform since December 2021, and has made multiple purchases and executed multiple
TOCAUs during that time. More recently (and more directly related to the issues raised in the Complaint),
Mr. ******* converted the account to a Learning Membership in March 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 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 Mr. *******’s account by his tutor. The Learning Membership auto-renewed
for an additional month on April 7, 2023 (as set forth/agreed to in the TOCAU), followed by a 30-day
pause during the month of May pursuant to Mr. *******’s request. Following the pause, the Learning
Membership resumed on June 7, 2023, and then auto-renewed for additional months on July 7, 2023;
August 7, 2023; and September 2, 2023, respectively, (and the requisite four (4) hours per month were
available on the account for his use during that time). On September 11, 2023, Mr. *******’s father
contacted Varsity on Mr. *******’s behalf, and indicated that Mr. ******* did not wish to continue with
the Learning Membership, and he preferred to cancel it and receive a refund for the months of June 2023
and July 2023. Both the cancellation and the refund were granted. Varsity received no further
communication from Mr. ******* until its receipt of the Complaint, at which time Varsity contacted Mr.
******* and ultimately chose to provide a satisfactory 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: ***************************
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