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:09/29/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Varsity Tutors are undertaking shady means in an effort to procure contractual agreements. I signed up our son March 2023, after several conversations with the rep to ensure I understood terms, cost and hours. June 2023 I contacted the company to end the sessions. I was offered an option to move the sessions to a better time that may work once school begin and classes were settled. The month of September, I had not confirmed any hours but noticed I had been automatically drafted/charged. I contacted Varsity Tutors 9/23/2023 and was told, I am in a membership (basically a contract) that ends March 2024. During this call, I was offered an option to pause hours paid for September and move them to November, at which time I may change this CONTRACT to a month to month and then cancel. At no point in the many calls I had with Varsity Tutor rep was I advised I would be under a contract at anytime. It was repeated that I could cancel or move hours at any time. I am requesting a refund in the amount of $269.00 and for this membership CONTRACT to be dissolved as of June 1, 2024.
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 September 29, 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 Varsity’s attempts to make contact with
Ms. ***** in response to the Complaint have gone unanswered, and Varsity is unable to issue Ms. *****
the desired refund until it receives necessary information from Ms. ***** in order to do so, as further
addressed herein.
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
March 2023 in order to be matched with an online tutor. On March 22, 2023, Ms. ***** purchased a
Learning Membership for use on Varsity’s platform, and executed the TOCAU on March 23, 2023. A
Learning Membership entitles customers to a set number of live one-on-one tutoring hours per month on a
recurring monthly basis, in addition to enrollment in certain live classes through Varsity’s platform,
among other benefits. Ms. *****’ Learning Membership was for a period of 12 months, and would
include four (4) hours each month for use with one-on-one tutoring through the platform. During the
Learning Membership, 13 sessions were invoiced to Ms. *****’ account by her tutor, (three (3) of which
were invoiced as “no-shows,” as permitted in the TOCAU). In July, Ms. ***** contacted Varsity to
request a cancellation of the Learning Membership, but ultimately chose to pause the Learning
Membership for 60-days rather than proceed with cancellation. The Learning Membership resumed on
September 22, 2023, following the previously-agreed upon pause and as set forth/agreed to in the
TOCAU. Varsity received no communication from Ms. ***** regarding her experience on the platform,
and Varsity was unaware of Ms. *****’ dissatisfaction until its receipt of the Complaint.
Upon receipt of the Complaint, Varsity contacted Ms. ***** via email regarding the issues raised in the
Complaint, although as of the date of this response, no further communication has occurred. Additionally,
Ms. *****’ banking institution has rejected Varsity’s attempt to issue Ms. ***** her desired refund.
Varsity has since sent two (2) emails to Ms. ***** – October 16 and October 10, respectively – although
Ms. ***** has not responded to the emails and Varsity remains unable to effectuate Ms. *****’ desired
refund.
Please consider this Varsity’s response to the Complaint, and the reason why Varsity has been unable to
issue the desired refund to Ms. *****. Varsity is unable to take any further action at this time, unless/until
Ms. ***** responds to Varsity’s prior emails indicating her preference for receiving the refund so that
Varsity can proceed accordingly. 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: ***************************Business Response
Date: 10/20/2023
Varsity recently received Ms. ***** link to send a refund payment to her via PayPal. Her refund has been sent. Varsity has now provided what it believes to be an amicable resolution and remains further willing to address any outstanding issues with Ms. *****.Initial Complaint
Date:09/29/2023
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 originally phoned Varsity Tutors and purchased tutoring for my child. The initial purchase was sizable, somewhere between $1000- $3000. Within 2 or 3 months of the purchase, a salesperson phoned me around November to soliciting me to purchase more hours at a discounted rate for "Black Friday", even though we barely got started using the hours we already had. I made the additional purchase. No mention was made of hours expiring before they are used. If there was, I would never have made the additional purchase, somewhere in the amount of $1000 I believe. Some time later, I was advised the purchased hours were expired! I spoke with someone who credited them to me until we could use them. I get a call Monday September 25th from another Salesperson ****, telling me I can use the balance of my remaining 30hours if I sign up for a free one month membership. I agreed, then she charged me $199! I object, since this isn't what was offered, she then refunded me saying she was in error, and cannot re-instate my 30 hours I already paid for! I ask for a manager, she says she will have one phone me. A week later, 9.29.2023 no one has phoned me and I am told when speaking to the representatives, they cannot transfer. There is no way to speak to a manager to get resolution. They are playing gotcha and not disclosing the terms up-front. They want to keep my money but not provide the service. Why not just provide the service I paid for? I was really hoping to get my unused hours credited, but at this point I simply want a refund for the unused hours. It's too hard to do business with this company.Business Response
Date: 11/07/2023
Please see attached response. It was previously sent on 10/20/2023.
Thank you!******************************************************************************************** | www.varsitytutors.com
October 20, 2023
Better Business Bureau
******************************** 2060
*********, ** 63105
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 September 29, 2023 (and
of which Varsity was made aware 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
Complaint # ****************** style="color: rgb(0, 0, 0); font-family: Verdana; font-size: 11px;">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
Varsitys platform. Varsitys website is also critical in setting these expectations and explaining the
process and how it works, in addition to setting forth the terms of any guarantees, located at
***************************************************.
Regarding ****************** specifically and according to Varsitys records, ****************** first contacted Varsity
in October 2021 in order to be matched with an online tutor. ****************** made two (2) separate purchases
through Varsitys platform (October 31, 2021, and January 27, 2022, respectively), and executed two (2)
TOCAUs during that time as well. Between November 9, 2021, and September 22, 2023, **************************** style="color: rgb(0, 0, 0); font-family: Verdana; font-size: 11px;">received ongoing tutoring support from her tutor (according to the invoices submitted to Ms. ****************** style="color: rgb(0, 0, 0); font-family: Verdana; font-size: 11px;">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 January 2023 (one year from Ms.
Steebers most-recent purchase), expired in accordance with the ****** However, Varsity
communicated with ****************** at that time and agreed to a resolution that would allow her to continue
utilizing the platform as well as the previously-purchased hours; the remainder of the credited hours
expired (for a second time) in August 2023. On September 25, 2023, ****************** contacted Varsity and
requested that the hours again be reinstated for future use, and the request was initially denied. Upon
receipt of the Complaint, Varsity contacted ****************** to communicate that hours had been restored to
her account and are available for her use on Varsitys platform at her discretion.
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,
********************************* style="color: rgb(0, 0, 0); font-family: Verdana; font-size: 11px;">Senior Corporate Paralegal
p: ************** | f: ************************ style="color: rgb(0, 0, 0); font-family: Verdana; font-size: 11px;">e: ********************************Customer Answer
Date: 11/08/2023
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:09/29/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Started with Varsity Tutors in February and to date have spent $2,738.
My sons skills regressed rather than improved, so I called to cancel. Was persuaded to try another tutor who may be a better fit instead. I tried that, and that tutor has not been an imrpovement and has now left the company.
I did not ask for a full refund of my entire time (although I should have). I have asked for a refund for the unused time i have purchased this most recent month, as well as a cancellation of the membership as they are not delivering on what I am paying for.
I called last week to cancel and process the refund and was told it would be processed. I received no confirmation, so I called back yesterday and was told there are no notes that i spoke with someone last week. So a man with an irish accent said he would process both yesterday. Today i received a denial to process. I called back this morning and the man i spoke with today said he sees no notes at all that any of these conversations took place. I asked what their practice is, and he is said thye are required to document. I advised i demand my refund for unused time and cancellation. This is stringing me along, buying time to continue an attempt to keep collecting money while we are not seeing any tutors.Business Response
Date: 10/10/2023
*** ** ****** ***** ***** *** * *** ****** ** ***** * *********************
October 10, 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 September 29, 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
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
February 2023 in order to be matched with an online tutor. On February 10, 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 for a period of 12 months, and would
include eight (8) hours each month for use with one-on-one tutoring through the platform. During the
Learning Membership, 44 sessions were invoiced to Ms. ******’s account by her tutor (5 (five) of which
were invoiced as “no-shows,” as permitted by the TOCAU).
On August 1, 2023, Ms. ****** communicated to Varsity that she did not believe the tutor with whom she
had been matched (based upon Ms. ******'s self-selected criteria) was a good fit, at which time Varsity
credited a month back to Ms. ******'s account, and began the process of matching Ms. ****** with a new
tutor. On August 4, 2023, Ms. ****** was matched with a new tutor pursuant to her request, and six (6)
additional sessions were invoiced to her account by the tutor. On September 29, 2023, the same day the
Complaint was received, Ms. ****** indicated to Varsity that she did not wish to continue with the
Learning Membership for the remainder of the term, and she preferred to cancel it and receive a refund
for a portion of 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. 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
** ***** ******** * ** ***** ********
e: ***************************Initial Complaint
Date:09/29/2023
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 want to dispute the Varsity Tutors membership charge of $661.25 on 09/08/2023 which I requested to freeze and then cancel before the payment.On 9/5/2023 I emailed Varsity Tutors asking to freeze the membership.On 9/7/2023 I received a response from Varsity Tutors that they could not extend my freeze. I promptly emailed a request to cancel my membership on the same day.On 9/8/2023 Varsity Tutors responded stating I need to call to cancel my membership. I promptly called Varsity Tutors and agreed with the representative to downgrade the account with a $49 monthly fee with a refund of the amount that was charged. On 9/14/2023 I received an email from Varsity Tutors confirming a partial refund. On 9/28/2023 I contacted Varsity Tutors again because I had received no refund. In return, I received an email from Varsity Tutors that stated that my refund was rejected on the basis of the terms of use.Since my account was charged on 9/8/2023, Varsity Tutors did not assign any tutor for the classes covered by this membership so no services were provided under this membership.Please help dispute.Business Response
Date: 10/05/2023
Please see attached response.
Thanks!
******************************************************************************************** | www.varsitytutors.com
October 5, 2023
Better Business Bureau
*************************************
*********, ** 63105
Re: Complaint #******** (the Complaint) ************************ (Ms. ******************** style="color: rgb(0, 0, 0); font-family: Verdana; font-size: 11px;">Varsity Tutors LLCs (Varsity) Response to the Complaint
Dear Sir or Madam:
Varsity is in receipt of the Complaint (as defined above) filed by Ms. ********* on September 29, 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
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
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 Ms. ********* specifically and according to Varsitys records, Ms. ********* first contacted
Varsity in June ***************************************************** ********* made three (3) separate
purchases through Varsitys platform (June 25, 2022; September 7, 2022; and November 10, 2022,
respectively), and executed one (1) TOCAU during that time as well. Between June 28, 2022, and January
6, 2023, Ms. ********* received ongoing tutoring support from her tutor (according to the invoices
submitted to Ms. ********** account). On January 8, 2023, Ms. ********* converted the account to a
Learning Membership for use on Varsitys platform, and executed an additional 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 Varsitys
platform, among other benefits. Ms. ********** Learning Membership was for a period of six (6)
months, and would include eight (8) hours each month for use with one-on-one tutoring through the
platform. During the Learning Membership, 47 sessions were invoiced to Ms. ********** account by her
tutor. On June 18, 2023, Ms. ********* requested a 30-day pause of the Learning Membership for the
month of July, which was granted (and the Learning Membership resumed at the conclusion of the pause).
On September 8, 2023, the Learning Membership auto-renewed for an additional six (6) months as set
forth/agreed to in the ****** On September 11, 2023, Ms. ********* indicated to Varsity that she did
not wish to continue with the Learning Membership for the remainder of the term, and she preferred to
cancel it and receive a refund for the month which had already been paid. The request for cancellation of
the Learning Membership was granted, and the request for refund was under review at the time the
Complaint was received. Varsity ultimately chose to provide a resolution that was satisfactory to Ms.
Debalchuk.
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: 10/07/2023
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:09/25/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I had signed up to try them for one month and they charged me$1849. Their service was worthless and the tutor did not respond or fu after one session. They gave me another tutor who was not good either. Yesterday they billed me for another month for $1849. I called them and emailed to ask for a refund for the second month but they refused. It is a scam and their service is worthless and advertising is deceptive.Business Response
Date: 10/05/2023
Please see attached response.
Thank you!
*** ** ****** ***** ***** *** | St. Louis, MO 63105 | *********************
October 5, 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 September 25, 2023 (and of
which Varsity was made aware on September 26, 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
https://*********************/guarantee-policy.
Regarding *** ***** specifically and according to Varsity’s records, *** ***** first contacted Varsity in
August 2023 in order to be matched with an online tutor. On August 24, 2023, *** ***** purchased a
Learning Membership for use on Varsity’s platform, and executed the TOCAU on August 25, 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. *** *****’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 Learning
Membership, two (2) sessions were invoiced to *** *****’s account by his tutor. On September 24, 2023,
the Learning Membership auto-renewed for an additional month as set forth/agreed to in the TOCAU. Mr.
Zaida’s concerns regarding his experience on Varsity’s platform, and the related request for a resolution,
were already under review at the time the Complaint was received, and Varsity provided what it believes
to be an amicable 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,
****** *****
Senior Corporate Paralegal
** ***** ******** * ** ***** ********
** ***************************Initial Complaint
Date:09/25/2023
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 elected to sign up for one of Varsity Tutor's packages. This was after one information gathering call with an agent, and then signing up for a 6 month package which ran from Nov. 2022 - May 2023. In both conversations with the agent, I expressed that I do not want any auto renewing of my account. I asked him if he could ensure during that phone call that any charges would end with the completion of my package for my daughter in May 2023. This was a tutoring package for AP Calculus. The agent expressly confirmed SEVERAL TIMES that there would be no charges past May 2023 and that he could take care of it right then. This person was an employed agent of Varsity Tutors. Varsity Tutors refuses any refund as there is a agreed upon contract. Which then indicates that their agents are able to lie to potential clients in order to get them to sign up and then rake in money when they don't realize it has auto renewed. My daughter graduated in June 2023. I had absolutely no need for tutoring as all of my children are out of high school. These companies need to be held accountable to these sales tactics. I wouldn't be surprised if the agent receives a commission...Business Response
Date: 10/03/2023
Please see attached response.
Thanks!
******************************************************************************************** | www.varsitytutors.com
October 3, 2023
Better Business Bureau
*************************************
*********, ** 63105
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 September 25, 2023, (and
of which Varsity was made aware on September 26, 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
Complaint # ********
Page 2
(the *****) to reinforce the process. In fact, the potential customers/students must review and sign
the ***** and acknowledge the policies before they ever engage in the services of a tutor through
Varsitys platform. Varsitys website is also critical in setting these expectations and explaining the
process and how it works, in addition to setting forth the terms of any guarantees, located at
***************************************************.
Regarding **************** specifically and according to Varsitys records, **************** first contacted Varsity
in November 2022 in order to be matched with an online tutor. On November 9, 2022, ****************
purchased a Learning Membership for use on Varsitys platform, and executed the ***** on that same
date. A Learning Membership entitles customers to a set number of live one-on-one tutoring hours per
month on a recurring monthly basis, in addition to enrollment in certain live classes through Varsitys
platform, among other benefits. Ms. ******* Learning Membership was for a period of six (6) months,
and would include four (4) hours each month for use with one-on-one tutoring through the platform.
During the Learning Membership, 20 sessions were invoiced to Ms. ******* account by her tutor. On
May 9, 2023, the Learning Membership auto-renewed for an additional six (6) months as set forth/agreed
to in the *****. On September 25, 2023, the same day Varsity was in receipt of the Complaint, Ms.
****** indicated to Varsity that she did not wish to continue with the Learning Membership for the
remainder of the term, and she preferred to cancel it and receive a refund for the months which had
already been paid. While the request for cancellation of the Learning Membership was granted, the
request for refund was initially denied pursuant to the terms set forth in the *****. However, at the time
the Complaint was received, Varsity had already communicated with **************** regarding the issued set
forth therein, and the parties had reached an amicable resolution.
Please consider this Varsitys response to the Complaint (which, at this time, Varsity considers to have
been resolved). Varsity is proud to be an affiliate of the BBB and values the relationship. If you have any
questions or comments, or would like to further discuss, please do not hesitate to contact me.
Regards,
***********************
Senior Corporate Paralegal
p: ************** | f: **************
e: ********************************Customer Answer
Date: 10/04/2023
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:09/24/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We signed up for school tuition for our son, on a monthly plan for $329 a month. We used this service for a few months and then decided to cancel. I had been given many emails confirming all of the tuition meetings and follow ups when the service was active.
My son called and cancelled, confirmed the cancellation on the phone and I never received any further notification, but they have been charging me for the last 5 months with no services being provided. There was also no emails stating they are charging us and the service is not being used.
I called today and they said they have no record of the cancellation and will not provide a refund as this is not their policy. They have now given me a cancellation email but will not refund money for the 5 months with no service provided and after my son called to ask for cancellation.Business Response
Date: 10/03/2023
Please see attached response.
Thanks!
*** ** ****** ***** ***** *** | St. Louis, MO 63105 | *********************
October3, 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 September 24, 2023. This
letter shall serve as Varsity’s response to the matters raised in the Complaint; however, please note that
Varsity has provided what it believes to be 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 *** ****** specifically and according to Varsity’s records, *** ****** first contacted Varsity in
February 2023 in order to be matched with an online tutor. On February 15, 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 his tutor (two (2) of
which were invoiced as “no-shows,” as permitted in the TOCAU). Although Varsity has no record of Mr.
Putica or his son making a request to cancel the Learning Membership (as is referenced in the Complaint),
Varsity contacted *** ****** upon its receipt of the Complaint and ultimately chose to provide a resolution
that was satisfactory to him.
Please consider this Varsity’s response to the Complaint (which, at this time, Varsity considers to have
been resolved). Varsity is proud to be an affiliate of the BBB and values the relationship. If you have any
questions or comments, or would like to further discuss, please do not hesitate to contact me.
Regards,
****** *****
Senior Corporate Paralegal
** ***** ******** * ** ***** ********
** ***************************Initial Complaint
Date:09/24/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On March 11, I canceled my month-to-month subscription to this tutoring service after writing them a lengthy complaint about how their tutors took weeks to get scheduled, canceled appointments at the last minute, or were generally unavailable to provide services. On March 12 I received an email confirmation that my membership had been canceled and no further charges would occur. By May, I was being charged my monthly fee again and it has continued through September. There is no way to cancel on their website which is why I reached out to them via email to begin with. They are absolutely unreachable.Business Response
Date: 10/03/2023
Please see attached response.
Thank you!
*** ** ****** ***** ***** *** * *** ****** ** ***** * *********************
October 3, 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 September 24, 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
***********************************************
Regarding *** ***** specifically and according to Varsity’s records, *** ***** first contacted Varsity in
February 2023 in order to be matched with an online tutor. On February 6, 2023, *** ***** purchased a
Learning Membership for use on Varsity’s platform, and executed the TOCAU on February 7, 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. *** *****’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 first
month of the Learning Membership, six (6) sessions were invoiced to *** *****’s account by her tutor.
On March 11, 2023, *** ***** contacted Varsity and indicated that she did not wish to continue with the
Learning Membership and preferred to cancel it. Upon review of the request for cancellation, Varsity
alternatively offered *** ***** a free month of the Learning Membership in order to address her concerns
while also ensuring she continued to receive tutoring support, and *** ***** agreed. During the month of
March, three (3) additional sessions were invoiced to *** ***** account by her tutor. The Learning
Membership auto-renewed for an additional month on six (6) subsequent occasions – April 6, May 6,
June 6, July 6, August 6, and September 6, 2023, respectively – as set forth/agreed to in the TOCAU (and
the requisite eight (8) hours per month were available on *** *****’s account for her use at that time).
During that time, Varsity received no direct communication from *** ***** regarding her experience on
the platform or any further requests for cancellation; accordingly Varsity was unaware of *** *****’s
dissatisfaction until its receipt of the Complaint. 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
** ***** ******** * ** ***** ********
** ***************************Initial Complaint
Date:09/23/2023
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 paid for 3.5 hours of tutoring to be at a rate of $329.00 total. At the 2.5 hour **** (approximately 5 completed sessions of a maximum of 30 minutes each, I was charged on 9/21 TWICE for an additional $616.88. Attempts to email the company about this have resulted in bogus service "tickets" to convey someone is dealing with/correcting the issue. After a couple of phone calls the most recent representative said they will not be refunding all of the $616.88. At this point I haven't even gotten the full 3.5 hours of tutoring time I paid for in the first place!Business Response
Date: 10/05/2023
Please see attached response.
Thanks!
******************************************************************************************** | www.varsitytutors.com
October 5, 2023
Better Business Bureau
*************************************
*********, ** 63105
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 September 23, 2023 (and
of which Varsity was made aware on September 24, 2023). This letter shall serve as Varsitys response to
the matters raised in the Complaint; however, please note that although Varsitys 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. Varsitys platform also offers customers/students several different
choices for how to engage with tutors, instructors, experts, and professionals including one-on-one
(between one tutor and student), small group tutoring (between one tutor or instructor and a small group
of selected students), group courses (with one tutor or instructor leading a session with a large number of
participants), or combinations of the above. Customers/students of the platform can also get immediate,
live, one-on-one tutoring or instruction in more than *************** as little as 15 seconds by connecting
with a tutor through the Instant Tutoring feature on Varsitys platform. In 2022, Varsity began a
subscription offering called Learning Memberships, which is a comprehensive solution that provides
multimodal learning services to help customers achieve their learning goals. As independent contractors,
the tutors, instructors, and experts who offer their services through the platform (in any capacity) have
their own materials, styles, and methods as indicated on every page of Varsitys website
(www.varsitytutors.com).
In addition to the above, Varsity has expanded its offerings through its platform to include Professional
Certifications. The Professional Certifications offering connects customers/students with tutors and/or
instructors to assist in various professional certification tests (such as NCLEX or SHRM-SCP, among
others), in a one-on-one format or group format. As independent contractors, the tutors, instructors, and
experts who offer their services through the platform (in any capacity) have their own materials, styles,
and methods as indicated on every page of Varsitys website.
Complaint # ********
Page 2
Varsity highlights its policies on the website and attempts to set realistic expectations with the potential
customers/students who seek to be matched with a contracted tutor, instructor, or expert through Varsitys
online platform. Varsity is transparent about its services and uses its Terms of Customer Accounts Use
(the *****) to reinforce the process. In fact, the potential customers/students must review and sign
the ***** and acknowledge the policies before they ever engage in the services of a tutor through
Varsitys platform. Varsitys website is also critical in setting these expectations and explaining the
process and how it works, in addition to setting forth the terms of any guarantees, located at
***************************************************.
Regarding ****************** specifically and according to Varsitys records, ****************** first contacted Varsity
in August 2023 in order to be matched with an online tutor. On August 21, 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 four (4) hours each month for use with one-on-one tutoring through the platform. During the first
month of the Learning Membership, five (5) sessions (for a total of seven (7) hours) were invoiced to Ms.
Shaffers account by her tutor. On September 21, 2023, the Learning Membership auto-renewed for an
additional month as set forth/agreed to in the *****. On September 22, 2023, ****************** indicated to
Varsity that she did not wish to continue with the Learning Membership, and she preferred to cancel it and
receive a refund for the month which had already been paid, at which time Varsity began working towards
an amicable resolution. Upon receipt of the Complaint, Varsity contacted ****************** via email and
provided a link that she could have used to schedule a time to speak with Varsitys 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 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: 10/05/2023
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:09/23/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I received the Virginia Accelerated Learning ***** to used for my son to get tutoring for school. I contacted Varsity Tutors and was told that they had plenty of tutors that were certified to teach in the topic that I was seeking, IB Math Analysis and Approaches. I was told that the way the process works is that I would provide my criteria (topic, preferred schedule), and they would assign a tutor. If that tutor does work, then I have to go back through the process. I have had four tutors assigned, and I have been VERY clear in the experience I am looking for. I want a tutor that has been a high school teacher in an ********************************** who has either taught IB ************************** in the past five years, or who is currently teaching it. Each of the four tutors I was assigned did not meet that criteria. They will not allow me to evaluate multiple tutors (I must follow the assign/doesn't work process that takes ***** hours per cycle). I cannot look at a tutor's profile without them being assigned. I would like my money returned to Class Wallet (the platform the state of ******** is using to pay tutors) so I can use it with a company who has tutors with the qualifications that I am seeking. I paid Varsity Tutors $1,495.00.Business Response
Date: 10/05/2023
Please see attached response.
Thank you!
************************************************************************ | www.varsitytutors.com
October 5, 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 September 23, 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 ********************** and/or
instructors to assist in various professional certification tests (such as NCLEX or SHRM-SCP, among
others), in a one-on-one format or group format. As independent contractors, the tutors, instructors, and
experts who offer their services through the platform (in any capacity) have their own materials, styles,
and methods as indicated on every page of Varsitys website.
Varsity highlights its policies on the website and attempts to set realistic expectations with the potential
customers/students who seek to be matched with a contracted tutor, instructor, or expert through Varsitys
online platform. Varsity is transparent about its services and uses its Terms of Customer Accounts Use
Complaint # ********
Page 2
(the *****) to reinforce the process. In fact, the potential customers/students must review and sign
the ***** and acknowledge the policies before they ever engage in the services of a tutor through
Varsitys platform. Varsitys website is also critical in setting these expectations and explaining the
process and how it works, in addition to setting forth the terms of any guarantees, located at
***************************************************.
Regarding ******************** specifically and according to Varsitys records, ******************** first contacted
Varsity in September 2023 in order to be matched with an online tutor. On September 18, 2023, Ms.
Spinicci purchased a package of hours for use on Varsitys platform, and executed the ***** on
September 19, 2023. On September 23, 2023, ******************** communicated to Varsity that she did not
believe any of the five (5) the tutors with whom she had been matched (based upon Ms. ******************* style="color: rgb(0, 0, 0); font-family: Verdana; font-size: 11px;">self-selected criteria) were a good fit. Additionally, ******************** indicated to Varsity that despite not
having attended a session, she preferred to receive a full refund for the unused hours which had already
been paid. The request was initially denied pursuant to the terms set forth/agreed to in the *****,
although 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: ********************************
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.