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:10/06/2023
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.
On July 29, 2023 I contracted with this company to provide ONE MONTH of tutoring services for my daughter and paid up front for ONE MONTH of these services. My credit card was billed three more times for a total of $1,107. I contacted the company on 10/6/2023. The reason for my delay in noticing these charges is that I am also, in graduate school and my daughter attends university. I thought these charges were related to my expenses until the September bill, when I knew I should not have been billed anything.
The purpose of the tutoring was for ONE COURSE for calculus. She is in college and does not need ongoing tutoring and this was explained multiple times. At no point were any of us told this was a subscription service.
This company did not have my email address nor my phone number, they only had my daughter's information. I ag**** to ONE MONTH by telephone for services. I paid via credit card over the phone. My daughter's name does not appear on the credit card nor is she an authorized user.
This company did not send to my daughter's email address ANY notification of future billing nor a receipt for existing billing. Therefore, she did not receive any notification that the billing was continuing.
They did not ask for, nor have my email address, so I also, was not notified. Neither of us received any text messages either.
When I called the company on 10/6 the representative stated the cancellation policy was 7 days advanced notice of the billing cycle. I have reviewed their 26 page policy. The word "cancel" "7 days" or "cancellation" in reference to ANY service does not appear in their contract.
While my daughter was over 18 and signed the terms of use, she did not have the authority to authorize billing as the card is not in her name nor is she an authorized user, nor did she tell any representative at Varsity Tutors to do so. The one month I ag**** to by phone I was not told I needed to call back and cancel or else be billed.
Business Response
Date: 10/17/2023
Please see attached response.
Thanks!
*** ** ****** ***** ***** *** | St. Louis, MO ***** | *********************
October 17, 2023
Better Business Bureau
*** ** ********* **** ****
St. Louis, MO *****
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 6, 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 ag**** 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 Ms. ******* specifically and according to Varsity’s records, Ms. *******’s daughter and
Varsity’s client (as well as the account holder), ****** **** (“Ms. ****”), first contacted Varsity in June
2023 in order to be matched with an online tutor. On June 29, 2023, a Learning Membership was
purchased for use on Varsity’s platform, and Ms. **** executed the TOCAU on July 2, 2023. A Learning
Membership entitles customers to a set number of live one-on-one tutoring hours per month on a
recurring monthly basis, in addition to enrollment in certain live classes through Varsity’s platform,
among other benefits. The 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 first month of the
Learning Membership, two (2) sessions were invoiced to Ms. ****’s account by her tutor. The Learning
Membership continued to auto-renew for an additional month on three (3) subsequent occasions - July 29,
2023; August 29, 2023; and September 29, 2023, respectively - as set forth/ag**** to in the TOCAU.
Varsity received no communication from Ms. **** (or Ms. *******) until October 6, 2023, when Ms.
******* contacted Varsity and indicated that Ms. **** did not wish to continue with the Learning
Membership, and they preferred to cancel it and receive a refund for the months which had already been
paid. While the request for cancellation of the Learning Membership was granted, the request for refund
was initially denied pursuant to the terms set forth in the TOCAU. Varsity contacted Ms. ******* upon its
receipt of the Complaint and ultimately chose to provide a resolution that was satisfactory to her and Ms.
****
Please consider this Varsity’s response to the Complaint (which, at this time, Varsity considers to have
been resolved). Varsity is proud to be an affiliate of the BBB and values the relationship. If you have any
questions or comments, or would like to further discuss, please do not hesitate to contact me.
Regards,
****** *****
Senior Corporate Paralegal
p: ***** ******** | f: ***** ********
e: ***************************Customer Answer
Date: 10/17/2023
Complaint: ********
I am rejecting this response because:
While I appreciate and accept the refund, the account of the facts are not correct at all. It was never disclosed to me on the phone when I gave them my credit card this was a subscription service with a recurring charge. We emphasized we only needed it for one month.I was never told my daughter would receive a contract to sign. I was told she would get a call to "explain services". She repeated to the representative we only needed the service for a month and was never told it was a recurring charge.
My daughter is not an authorized user on the card. Any financial arrangements should have gone through me directly. I offered my email address and was told they only needed my daughter's information.
No receipts were ever sent to her email these charges were recurring.
Varsity was not contacted because "Ms **** no longer wished to receive the service" they were contacted to inquire why the charges were still occurring.
Again, I sincerely appreciate the refund but the refund was for services we stated multiple times we did not wish to continue past one month. There are honest ways to do business. This is not one of them. It should have been disclosed up front on the phone BEFORE the card number was given, not hidden in a 26 page contract, the charges were recurring
I filed this complaint so that others can be aware. By the way...her grade in calculus did not improve with this service.
Sincerely,
**** *******Initial Complaint
Date:10/05/2023
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 requested one month of tutor services for my daughter. They said that the subscription was recurring each month and we could call the next day to cancel. We signed up on June 17. 2023. We called the next day and was emailed instructions on how to cancel and we canceled on June 18.2023. They charged me in July and refusing to refund. The evidence is below.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 5, 2023, (and of
which Varsity was made aware on October 6, 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 Ms. ******* specifically and according to Varsity’s records, Ms. ******* first contacted Varsity
in June 2023 in order to be matched with an online tutor, and ultimately purchased a Learning
Membership for use on Varsity’s Platform. On July 21, 2023, Ms. ******* indicated to Varsity that she had
been erroneously charged and she requested a refund for the amount at issue. Varsity communicated with
Ms. ******* at that time as well as at the time of her Complaint to address the various issues set forth
therein, and the parties 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,
****** *****
****** ********* *********
p: ***** ******** | f: ***** ********
e: ***************************Initial Complaint
Date:10/05/2023
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.
My family subscribed to the Varsity Tutors tutoring service during the 2022-2023 school year. At the end of the school year, I requested to cancel the subscription. I made the request within the required timeframe for the contract (more than 10 days before the end of the month). I was told I had to speak to one of their representatives before I cancelled the subscription. The agent told me I could put the subscription on pause for 90 days but I would be allowed to cancel it before it restarted. We determined we no longer needed the service. I logged into the account multiple times in September, and my account showed that I had no membership plan with Varsity Tutors and said nothing about the fact that the membership was about to restart and I was about to be charged money. I took a screenshot on September 29, 2023 that confirms this information (see attachment). There was no option to cancel, presumably because I had no membership. Today I checked my credit card statement and saw I was charged $329 by Varsity Tutors on 10/2. The online account now says my account renewed on 9/29 - the date of the screenshot. There is still no online cancel option, which there used to be earlier this year. I contacted Varsity Tutors and was told that while they are willing to cancel my membership at the end of this month, I am not *********** a refund. It seems illegal to me that they offered no indication that I had a membership and therefore offered no means to cancel it within any specified timeframe before it restarted, but now they are saying I didn't cancel it within the required timeframe so I am not *********** a refund.Customer Answer
Date: 10/10/2023
After being alerted to the fact that I made this complaint, Varsity Tutors decided to refund me the $329 I believed I was owed. I have no further need to pursue this claim so it can be closed.Initial Complaint
Date:10/05/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am writing to express my frustration with Varsity Tutors. I signed up my son for their services last school year and paid for a 6-month service contract at $299 per month. However, after the contract expired, I decided not to renew and requested to cancel my account. Despite this, my account was reactivated without my knowledge or consent, and I was charged $299 twice, totaling $598.
When I contacted Varsity Tutors for a refund, they refused, stating that it was in my contract and they could do nothing. I find this unacceptable, as I never authorized them to reactivate my account and charge me without my consent. I requested a full refund, but they only offered access to "tutoring hours" I had already paid for.
Varsity Tutors has not acted in good faith and has exploited their customers. I would like to kindly request that the Better Business Bureau investigate this matter and take appropriate action against Varsity Tutors. This situation is not only concerning to me but to other consumers as well- as it is evident on their social media accounts, showing the discussions and frustration of other customers. I urge the BBB to take steps to protect future consumers from similar situations.
Thank you for your attention to this matter.Business Response
Date: 10/16/2023
Please see attached response.
Thanks!
*** ** ****** ***** ***** *** | *** ****** ** ***** | *********************
October 16, 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 5, 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 “*****”) 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
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 November 2022 in order to be matched with an online tutor. On November 12, 2022,
Ms. *********** purchased a Learning Membership for use on Varsity’s platform, and executed the
***** on November 14, 2022. A Learning Membership entitles customers to a set number of live
one-on-one tutoring hours per month on a recurring monthly basis, in addition to enrollment in certain
live classes through Varsity’s platform, among other benefits. Ms. ***********’s Learning Membership
was for a period of six (6) months, and would include (4) hours each month for use with one-on-one
tutoring through the platform. During the Learning Membership, 17 sessions were invoiced to Ms.
***********’s account by her tutor (two (2) of which were invoiced as “no-shows,” as permitted in the
*****). On June 8, 2023, Ms. *********** requested a two-month pause be placed on her Learning
Membership, which was granted. On August 1, 2023, Varsity attempted to contact Ms. ***********
regarding the reactivation of the Learning Membership following the pause, although Varsity was unable
to reach Ms. *********** at that time; Ms. *********** did not return Varsity’s phone call, and the
Learning Membership continued to renew as set forth/agreed to in the *****.Varsity received no further
communication from Ms. *********** thereafter until October 5, 2023,when Ms. *********** indicated
to Varsity that she did not wish to continue with the Learning Membership, and that she preferred to
cancel it and receive a refund. Varsity contacted Ms. *********** upon its receipt of the Complaint and
provided what it believes to be an amicable resolution and remains further willing to address any
outstanding issues with 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:10/05/2023
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 initially bouaght a certain package with Varsity tutors and was happy with the service. i call to cancel they hook me on a free month i tell them okay but to call me when my classes actually start so that i can decide if i need it or not for my classes. Both representative and i agreed. I call again and see there has been a $369.00 charge and no one has contacted me back. I call again they give me a partial refund as we both agreed this had been an error on Varsity tutors fault. i call back to see why i was only given a partial refund and that i have been waiting a while for the rest of ,my refund and no answer is given other than them saying that they have sent a request to accounting. I express on that call that after all of this i no longer want anything to do with their services and to cancel. Bringing us to September 27 where i see a charge for $369.00. I call they say that there was nothing in the notes indicating i wanted to cancel and I was under a free month (which i never agreed to) and that because I was calling after September 27 than I wont be able to get a refund. I write an email to express my case and i get an email immediately saying their inbox is full and cant receive anymore messages. i call Varsity tutors again and i ask for the recording of the call where I say that i want to cancel and don't want to deal with them anymore. the representative says i should get it by the same day or latest the next day at the same time. its the next day and nothing. i received an email from varsity saying i am ineligible for a refund due to something i signed yet i read it thoroughly and there is nothing that pertains to my situation on that paper that i signed.Business Response
Date: 10/10/2023
Please see attached response.
Thanks!
*** ** ****** ***** ***** *** * *** ****** ** ***** * *********************
October 10, 2023
Better Business Bureau
200 S. Broadway, Ste. 2060
St. Louis, MO 63105
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 5, 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 *** *** specifically and according to Varsity’s records, *** *** first contacted Varsity in
July 2023 in order to be matched with an online tutor. On July 24, 2023, *** *** purchased a Learning
Membership for use on Varsity’s platform, and executed the TOCAU on that same date. A Learning
Membership entitles customers to a set number of live one-on-one tutoring hours per month on a
recurring monthly basis, in addition to enrollment in certain live classes through Varsity’s platform,
among other benefits. *** ***’s Learning Membership was on a month-to-month basis, and would
include four (4) hours each month for use with one-on-one tutoring through the platform. During the
Learning Membership, nine (9) sessions were invoiced to *** ***’s account by her tutor (four (4) of
which were invoiced as “no-shows,” as permitted in the TOCAU). Between August 19, 2023, and August
24, 2023, *** *** communicated with Varsity on multiple occasions regarding the status of her Learning
Membership and her experience on the platform; although *** *** initially agreed to a resolution that
would address her concerns while also allowing her to continue receiving services pursuant to the
Learning Membership, *** *** ultimately indicated to Varsity on October 4, 2023,1 that she did not wish
to continue with the Learning Membership, and that she preferred to cancel it and receive a refund. 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 *** *** 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: (314) 412-1227 | f: (888) 560-0999
e: [email protected]
1 The Learning Membership had auto-renewed for an additional month on August 24, 2023, and September 27,
2023, respectively, as set forth/agreed to in the TOCAU (and the requisite four (4) hours per month were available
on the account for her use during this time).Customer Answer
Date: 10/11/2023
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:10/03/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Varsity Tutors automatically charged me $369.00 months after we no longer needed their service. They auto renewed without prior notification and refused refund pointing to their terms and conditions where I was not able to find anything about auto renewal. Originally I was told we could pay once and then pay when we again needed the service. They absolutely refuse to issue a refund, do not give any advance notice of payment and refuse to refund unauthorized payments pointing to a document that offers no information about auto renewal. What they have currently done in my case is theft of service with no refund window (within 7 days or so).Business Response
Date: 10/10/2023
Please see attached response.
Thanks!
*** ** ****** ***** ***** *** | St. Louis, MO 63105 | *********************
October 10, 2023
Better Business Bureau
200 S. Broadway, Ste. 2060
St. Louis, MO 63105
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 3, 2023, (and of
which Varsity was made aware on October 4, 2023). This letter shall serve as Varsity’s response to the
matters raised in the Complaint; however, please note that although Varsity’s attempts to make contact
with *** ****** since its receipt of the Complaint have gone unanswered, Varsity has provided what it
believes to be an amicable resolution and remains further willing to address any outstanding issues with
*** ******.
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.
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 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 *** ****** specifically and according to Varsity’s records, *** ******’s daughter and Varsity’s
client (as well as the account holder), Julia, first contacted Varsity in July 2023 in order to be matched
with an online tutor. On July 29, 2023, Julia purchased a Learning Membership for use on Varsity’s
platform, and executed the TOCAU on July 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 Varsity’s platform, among other benefits. Julia’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, five (5) sessions were
invoiced to ******* account by her tutor. The Learning Membership auto-renewed for an additional month
on August 30, 2023, and September 30, 2023, respectively, as set forth/agreed to in the TOCAU (and the
requisite four (4) hours per month were available on the account for her use during this time). On October
3, 2023, the same day the Complaint was filed, *** ****** contacted Varsity on behalf of Julia and
indicated that they did not wish to continue with the Learning Membership, and they preferred to cancel it
and receive a refund for the months which had already been paid. While the request for cancellation of the
Learning Membership was granted, the request for refund was initially denied pursuant to the terms set
forth in the TOCAU. Upon receipt of the Complaint, Varsity contacted *** ****** via email and provided
a link that he could have used to schedule a time to speak with Varsity’s representatives regarding the
issues raised in the Complaint, although as of the date of this response no such call has been scheduled;
nonetheless, Varsity has already provided what it believes to be an amicable resolution and remains
further willing to address any outstanding issues with *** ******.
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:10/03/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On September 7, 2023 I paid Varsity Tutors 329 for a four hour monthly membership for tutoring, on the phone I had been promised I had a tutor waiting for and that I would be receiving a call in 24-48 hours and that was a lie. The customer service was horrendous and the overall service offered by the company is awful and not at all useful to me. The tutoring itself was a waste of time and it seemed like the tutor was moving slowly and just overall doing a terrible job at teaching anything. After this I called varsity tutors and requested a refund because of the above reasons and they denied it and instead tried to refund me two credit hours to my account even though I was asking for a monetary refund. I sent in another request for a full refund a few weeks later and it was again rejected even though I was within the 30 days. I was also lied to on the phone by a customer service representative about not being able to speak to someone higher up about my issue like a manager or their boss.Business Response
Date: 10/16/2023
Please see attached response.
Thanks!
*** ** ****** ***** ***** *** | *** ****** ** ***** | *********************
October 16, 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 3, 2023. This
letter shall serve as Varsity’s response to the matters raised in the Complaint; however, please note that
although Varsity’s attempts to make contact with Ms. ******* since its receipt of the Complaint have gone
unanswered, Varsity has provided what it believes to be an amicable resolution and remains further
willing to address any outstanding issues with Ms. *******.
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.
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 Varsity’s
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
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 September 2023 in order to be matched with an online tutor. On September 6, 2023, Ms.
******* purchased a Learning Membership for use on Varsity’s 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
Varsity’s platform, among other benefits. Ms. *******’ Learning Membership was on a month-to-month
basis, and would include four (4) hours each month for use with one-on-one tutoring through the
platform. During the Learning Membership, two (2) sessions were invoiced to Ms. *******’ account by
her tutor (one (1) of which was invoiced as a “no-show,” as permitted in the *****).
On September 14, 2023, Ms. ******* communicated to Varsity that she did not believe the tutor with
whom she had been matched was a good fit and Varsity offered a resolution in accordance with the
guarantees set forth in the *****.On September 21, 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
*****. Upon receipt of the Complaint, Varsity contacted Ms. ******* via email and provided a link that
she could have used to schedule a time to speak with Varsity’s representatives regarding the issues raised
in the Complaint, although as of the date of this response no such call has been scheduled; nonetheless,
Varsity has already provided what it believes to be an amicable resolution and remains further willing to
address any outstanding issues with Ms. *******.
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: ***************************
Complaint # ********
Page 3Initial Complaint
Date:10/03/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I would like a refund for the 4 hours of tutoring I pre paid for when I tried to cancel my membership I was told by ****** that he could not cancel my membership that it would have to go to collections even though I requested it. I informed ****** when I signed up it was explained to me I had to pay to be matched with a tutor, it took almost 2 weeks to be matched with a tutor that fit my schedule. When I asked if I could just finish out my 4 hours as I had already paid for them he stated he could not do that. When I asked for a supervisor or someone else he refused to transfer me, when I asked for his last initial or a pin number to identify him as an employee he refused and stated, "I don't have to give you anything." Very unprofessional and a scam, it was never clearly explained all the hours had to be used in the same month even if they take 2 weeks to find you a tutor you have to repay for an entire membership. When I signed up and I explained to ****** I was told the membership was for a small focused class that had already ended but my hours were mine to use as I needed and was never informed they expire.
JohnBusiness Response
Date: 10/16/2023
Please see attached response.
Thanks!
*** ** ****** ****, Suite *** | St. Louis, MO ***** | ********************* October 16, 2023 Better Business Bureau *** ** ********, Ste. **** St. Louis, MO ***** 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 3, 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 Ms. ******* specifically and according to Varsity’s records, Ms. ******* first contacted Varsity in August 2023 in order to be matched with an online tutor. On August 30, 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. Ms. *******’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. As set forth in the TOCAU, those 16 hours each month needed to be consumed within that month, otherwise they would expire. According to Varsity's records and as set forth in the Complaint, there were times when Ms. 1 ******* did not use all 16 hours within a given month, and as such, those hours expired in accordance with the TOCAU. On October 3, 2023, the same day the Complaint was received by Varsity, Ms. ******* indicated to Varsity she was unaware that the hours would expire and that she preferred to cancel the Learning Membership and receive a refund for the unused hours. Therefore, at the time the Complaint was received, Varsity was already in communication with Ms. ******* regarding the issue set forth therein, 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:10/02/2023
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.
My wife and have a hired Varsity Tutors because we needed someone that was certified to teach students with ADHD. The initial representative for Varsity Tutors assured us that they were certified to teach students with ADHD. After being in the program for 3 months I didn't see any progress in my son studies. So I scheduled a meeting with ***** which was my son's Tutor on the 28th of August and during our meeting is when I discovered that she was now certified to teach students with ADHD..I called on September the 8th, ended our membership and requested a full refund which was declined. I asked ***** via text and she said that she wasn't aware of our son's issues. I've up loaded the text from *****. I feel Varsity Tutors has deceived us and did take our son's disability seriously. Just about all of their departments are outsourced which we were unaware of. This makes it hard for communication between the clients.Customer Answer
Date: 10/09/2023
I received a call from a very understanding rep. Who took the time to review everything about my account and found the errors. I have received a full refund from Varsity Tutors and we're thankful for the reps help. She really made the difference.Initial Complaint
Date:10/02/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
This company took $159 out of my bank account after I informed them to cancel my membership. Numerous efforts with calling and I get the same answer from different representative. The response is that they received, however, they are working on my request but have not yet received a refund. You can see in the emails that was sent to me the dates and what action they took. They even sent me a 2nd emails stating they knew about the cancellation. I called to confirm and I was told they didn’t know why they took the money from my account when it was already cancelled and they realized that the cancellation was not processed. This makes no sense and if they had the attention to steal my money I would have never trusted them as a whole.Business Response
Date: 10/10/2023
Please see attached response.
Thanks!
*** ** ****** ***** ***** *** | St. Louis, MO ***** | *********************
October 10, 2023
Better Business Bureau
200 S. Broadway, Ste. 2060
St. Louis, MO 63105
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 2, 2023. This
letter shall serve as Varsity’s response to the matters raised in the Complaint; however, please note that
although Varsity’s attempts to make contact with Ms. ***** since its receipt of the Complaint have gone
unanswered, Varsity has provided what it believes to be an amicable resolution and remains further
willing to address any outstanding issues with Ms. *****.
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
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
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
August 2023 in order to be matched with an online tutor. On August 16, 2023, Ms. ***** purchased a
Learning Membership for use on Varsity’s platform, and executed the TOCAU on August 21, 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. *****’ Learning Membership was for a period of 12 months, and would
include two (2) hours each month for use with one-on-one tutoring through the platform, although Ms.
***** ultimately chose not to utilize the Learning Membership and thus no sessions were invoiced to Ms.
****** account. On September 8, 2023, Ms. ***** indicated to Varsity that she did not wish to continue
with the Learning Membership for the remainder of the term. While the request for cancellation of the
Learning Membership was granted, Ms. ***** was subsequently (and inadvertently) charged for an
additional month. Upon receipt of the Complaint, Varsity contacted Ms. ***** via email and provided a
link that she could have used to schedule a time to speak with Varsity’s representatives regarding the
issues raised in the Complaint, although as of the date of this response no such call has been scheduled;
nonetheless, Varsity has already provided what it believes to be an amicable resolution and remains
further willing to address any outstanding issues with Ms. *****.
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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