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:09/22/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
The issue started when I put my account on pause earlier this year. The email I received from Varsity Tutors indicated We understand ******* are hectic. Pause membership if needed, etc. I thought I was on pause for the summer but it apparently expired sooner than that and I was charged July 7th. I called customer service to cancel my membership. The customer service gentleman in July said I couldnt get a refund for Julys payment but he would give me two months free Aug and Sep to see if I would be able to resume usage after a parents medical issue subsided (the event that required me to pause in the first place). We agreed then that I could call early October (before the 7th) to cancel membership so I would not get charged again. I was shocked to see that I was charged Sep 7th. I called customer service today Sep 22, 2023 and my rep **** reviewed my profile notes and seemingly understood I was issued 2 free months. She said my Sep payment would be refunded. I immediately received an email from member services saying I am ineligible for a refund due to terms of service. I am flabbergasted the company will not honor the two free months it awarded in July. What is more troubling however is every time I clearly and firmly told customer service today that I demand my membership be cancelled she told me she had already processed an additional free month for me and cancellation today wasnt possible. I reiterated I wanted my membership plan cancelled and all charges to stop forever. **** said a Varsity Tutor rep would call me a week before I would be charged again and I could confirm cancellation then. I demanded cancel now. I said What if I am hit by a bus and am in the hospital during this follow-up call period. How will I be able to cancel my auto-renewal/membership then? This is all ridiculous, shameful and should be illegal to hold me hostage like this. I need my membership completely cancelled and payments refunded.
Business Response
Date: 10/05/2023
Please see attached response.
Thanks!
************************************************************************ | 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 Mr. **** on September 22, 2023 (and of
which Varsity was made aware on September 24, 2023). Please note that the parties have already reached
an amicable resolution that fully resolves any and all issues in the Complaint. It was Varsitys
understanding, based upon its communications with Mr. ****, that he intended to withdraw his
Complaint; however, as of the date of this writing, the Complaint appears to still require a response from
Varsity and this letter is being submitted in an effort to comply with the deadline set forth by the BBB
(although it remains Varsitys position that the matter has 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:09/22/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I signed up for a "membership" for tutoring services for my daughter, specifically for ISEE test prep and assistance with math and science tutoring. I paid in full $329, on Sunday, September 17, 2023. They willfully ignored my specific requests made when I contacted "****" this past Sunday. I specifically asked for a tutor who would do ISEE prep and who would concentrate on math and science. I was told the first session would be an evaluation by the tutor to find the areas my daughter needed to concentrate on over the next few weeks for test prep. The tutor did not attempt to do an evaluation of any kind, nor was she qualified to tutor or teach math and science. She was on her phone during the session trying to look up what to do. And, she was a kindergarten teacher. Not even middle school or high school. Kindergarten, who was in no way possible a "specialist" in ISEE testing nor in math and science. After just one, one-hour session, my daughter is worse off than when she started and has increased her anxiety over getting help for the ***** I requested an immediate refund and a shutdown of my account. I was told that even though none of the services I requested was fulfilled, I am "ineligible" for a refund or a shutdown of my account. I have not and will not continue to use any of their services since. I am requesting a refund of my $329 purchase amount and an immediate shutdown of my account to guarantee no further charges of any kind are incurred.Business Response
Date: 10/03/2023
******************************************************************************************** | www.varsitytutors.com
October 3, 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 22, 2023. This
letter shall serve as Varsitys response to the matters raised in the Complaint; however, please note that the
parties have already reached an amicable resolution that fully resolves any and all issues in the Complaint.
By way of background, Varsity is a live learning platform that, among other things, seamlessly connects
experts and learners in any subject, anywhere, at any time. This includes connecting students with
tutoring, academic enrichment, and test-preparation needs with vetted, independently contracted tutors
and test instructors who provide those services directly to students (not Varsity) online, on dates and at
times agreed upon between them. Varsitys platform also offers customers/students several different
choices for how to engage with tutors, instructors, experts, and professionals including one-on-one
(between one tutor and student), small group tutoring (between one tutor or instructor and a small group
of selected students), group courses (with one tutor or instructor leading a session with a large number of
participants), or combinations of the above. Customers/students of the platform can also get immediate,
live, one-on-one tutoring or instruction in more than *************** as little as 15 seconds by connecting
with a tutor through the Instant Tutoring feature on Varsitys platform. In 2022, Varsity began a
subscription offering called Learning Memberships, which is a comprehensive solution that provides
multimodal learning services to help customers achieve their learning goals. As independent contractors,
the tutors, instructors, and experts who offer their services through the platform (in any capacity) have
their own materials, styles, and methods as indicated on every page of Varsitys website
(www.varsitytutors.com).
In addition to the above, Varsity has expanded its offerings through its platform to include Professional
Certifications. The Professional Certifications offering connects customers/students with tutors and/or
instructors to assist in various professional certification tests (such as NCLEX or SHRM-SCP, among
others), in a one-on-one format or group format. As independent contractors, the tutors, instructors, and
experts who offer their services through the platform (in any capacity) have their own materials, styles,
and methods as indicated on every page of Varsitys website.
Varsity highlights its policies on the website and attempts to set realistic expectations with the potential
customers/students who seek to be matched with a contracted tutor, instructor, or expert through Varsitys
online platform. Varsity is transparent about its services and uses its Terms of Customer Accounts Use
(the *****) to reinforce the process. In fact, the potential customers/students must review and sign
Complaint # ********
Page 2
the ***** and acknowledge the policies before they ever engage in the services of a tutor through
Varsitys platform. Varsitys website is also critical in setting these expectations and explaining the
process and how it works, in addition to setting forth the terms of any guarantees, located at
***************************************************.
Regarding **************** specifically and according to Varsitys records, **************** first contacted Varsity in
September 2023 in order to be matched with an online tutor. On September 17, 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 Learning Membership, one (1) session was invoiced to ****************** account by his tutor. On
September 19, 2023, **************** communicated to Varsity that he did not believe the tutor with whom he
had been matched (based upon ****************** self-selected criteria) was a good fit, at which time Varsity
credited the session that had been invoiced by that tutor back to ****************** account, and began the
process of matching **************** with a new tutor pursuant to the Professional Satisfaction Guarantee set
forth in the *****. On September 22, 2023, (before a new match had been made, and the same day the
Complaint was received), **************** indicated to Varsity that he did not wish to continue with the
Learning Membership, and he preferred to cancel it and receive a refund for the month which had already
been paid. While the request for cancellation of the Learning Membership was granted because it was
made within the 30-day window, the request for refund was initially denied pursuant to the terms set forth
in the *****. However, by the time the Complaint was received, Varsity had already communicated
with **************** 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: 10/06/2023
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***************************Initial Complaint
Date:09/21/2023
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 9/18/2023 I purchased $30 worth of tutoring credits with Varsity Tutors. The next day I reached out to my school and was told I get free tutoring with my college. I contacted Varsity on 9/21/23 and asked for a refund due to me getting free tutoring. They instead suggested that I keep their service and try the tutoring. I said no because I am a broke college student and do not need to spend unnecessary money. The agent continued and said they would submit a request for my refund to be reviewed. I later received an email stating that due to the terms of use I am ineligible for a refund and to review my signed contract via my account. I have not used this service and still have all the credits I purchased, nor have i signed a contract with Varsity.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 21, 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 ****************.
Regarding **************** specifically and according to Varsitys records, **************** first contacted Varsity in
September 2023 in order to be matched with an online tutor. **************** obtained a package of hours for
use on Varsitys platform on September 18, 2023, although he ultimately chose not to execute the Terms
of Customer Account Use (and, by extension, chose not to utilize the platform); thus no sessions were
invoiced to Mr. ******* account. ********************** has effectuated what it believes to be an amicable resolution to
the Complaint, and Varsity has made multiple attempts to reach **************** to confirm that the matter has
been adequately resolved. Varsitys attempts to make contact with **************** in response to the
Complaint have gone unanswered; however, Varsity remains willing to discuss the situation with Mr.
****** should he wish to do so.
Please consider this Varsitys response to the Complaint (which, at this time, Varsity considers to have
been resolved). Varsity is proud to be an affiliate of the BBB and values the relationship. If you have any
questions or comments, or would like to further discuss, please do not hesitate to contact me.
Regards,
***********************
Senior Corporate Paralegal
p: ************** | f: **************
e: ********************************Initial Complaint
Date:09/21/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I enrolled my daughter for SAT tutoring with varsity tutors for the months of May 2023 and July 2023 at $329 per month. I explained to varsity tutors representative at the time we enrolled that my daughter was counseling at a camp full time in June and would not use the service at would take the SAT in August and also not need service. They billed for all 4 months and have since refunded June 2023 payment. Additionally, after disputing the August payment they charged me again in September 2023 for $329, which thankfully was denied by my bank! I would like $329 for August refunded. The service rep says she has no Manager and I should try to contact the unreachable owner chuck cohn.Business Response
Date: 10/03/2023
*** ** ****** ***** ***** *** * *** ****** ** ***** * *********************
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 21, 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
(www.varsitytutors.com).
In addition to the above, Varsity has expanded its offerings through its platform to include Professional
Certifications. The Professional Certifications offering connects customers/students with tutors and/or
instructors to assist in various professional certification tests (such as NCLEX or SHRM-SCP, among
others), in a one-on-one format or group format. As independent contractors, the tutors, instructors, and
experts who offer their services through the platform (in any capacity) have their own materials, styles,
and methods as indicated on every page of Varsity’s website.
Varsity highlights its policies on the website and attempts to set realistic expectations with the potential
customers/students who seek to be matched with a contracted tutor, instructor, or expert through Varsity’s
online platform. Varsity is transparent about its services and uses its Terms of Customer Accounts Use
(the “TOCAU”) to reinforce the process. In fact, the potential customers/students must review and sign
Complaint # ********
Page 2
the TOCAU and acknowledge the policies before they ever engage in the services of a tutor through
Varsity’s platform. Varsity’s website is also critical in setting these expectations and explaining the
process and how it works, in addition to setting forth the terms of any guarantees, located at
***********************************************
Regarding *** ***** specifically and according to Varsity’s records, *** ***** first contacted Varsity in
April 2023 in order to be matched with an online tutor. On April 30, 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, seven (7) sessions were invoiced to *** *****’s account by his tutor. On May 2,
2023, Brenna Foley, *** *****’s daughter and an authorized user on the account, requested that the
Learning Membership be paused for the month of June, although the pause was ultimately not put in place
and the Learning Membership auto-renewed in May, June, and July 2023, as set forth/agreed to in the
TOCAU. During June and July, an additional four (4) hours were invoiced to the account by Brenna’s
tutor in accordance with the Learning Membership. On July 30, 2023, *** ***** and Brenna informed
Varsity that they did not wish to continue with the Learning Membership and requested to cancel it and
receive a refund for the months of June and July (although it had been utilized by them during those
months). Varsity contacted *** ***** upon its receipt of the Complaint and ultimately chose to provide a
resolution that was satisfactory to him and *******
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:09/19/2023
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 had an upcoming midterm and was assured by the person who signed me up falsely advertised that I would be quickly placed with a tutor and that the content on the website would be adequate to match a masters level class. My 3 issues with the program:1. The tutor usually did not respond until next day, and then didn't show up at the time he said he was available 2. The available online content, at least for my subject was tailored more to high-school level.3. the ** software that they offer worked well at first and then eventually just stopped completing sentences or responding altogether.I paid about $369 and none of the services I paid for worked, and they wouldn't refund a ***** of it. I tried to call asking for a refund on 9/13/2023, and was sent a letter the following day that I was denied a refund.Business Response
Date: 09/27/2023
Please see attached response.
Thank you!
******************************************************************************************** | www.varsitytutors.com
September 27, 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 19, 2023 (and
of which Varsity was made aware on September 20, 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 September 2023 in order to be matched with an online tutor. On September 11, 2023, ****************
purchased a Learning Membership for use on Varsitys platform, and executed the ***** on September
12, 2023. The ***** sets forth, among other things, that the experts who offer their services through
Varsitys platform are independent contractors who have their own tutoring, instruction, and teaching
styles and methods. While Varsity believes that the platform works for a large number of learners and
experts, it is unfortunate to hear that **************** did not have a similar experience overall. While Ms.
Bermans request for refund was initially denied pursuant to the terms set forth in the *****, Varsity
contacted **************** upon its receipt of the Complaint and ultimately chose to provide a resolution that
was satisfactory to her.
Please consider this Varsitys response to the Complaint (which, at this time, Varsity considers to have
been resolved). Varsity is proud to be an affiliate of the BBB and values the relationship. If you have any
questions or comments, or would like to further discuss, please do not hesitate to contact me.
Regards,
***********************
Senior Corporate Paralegal
p: ************** | f: **************
e: ********************************Customer Answer
Date: 09/27/2023
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:09/19/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have been repeatedly requesting they stop contacting me. I get multiple phone calls and emails daily. I've never agreed to this service, I signed no contracts, and each time I ask they stop contacting me, someone else will just call me. I've explained over emails and calls I DO NOT WANT THIS SERVICE. They still continue trying to get me to sign contracts and set up tutoring that my son doesn't need anymore.Business Response
Date: 09/27/2023
*** ** ****** ***** ***** *** * *** ****** ** ***** * *********************
September 27, 2023
Better Business Bureau
*** ** ********* **** ****
*** ****** ** *****
Re: Complaint #******** (the “Complaint”) – ******** ******** (“Ms. ********”)
Varsity Tutors LLC’s (“Varsity”) Response to the Complaint
Dear Sir or Madam:
Varsity is in receipt of the Complaint (as defined above) filed by Ms. ******** on September 19, 2023.
This letter shall serve as Varsity’s response to the matters raised in the Complaint. Pursuant to Ms.
********’ indication to Varsity on September 19, 2023 (the same day the Complaint was filed), that she
does not wish to utilize any services through Varsity’s platform and the corresponding instruction that
Varsity not contact her further, no additional outreach attempts have been made, whether in response to
the instant Complaint or otherwise. Accordingly, Varsity believes the issue set forth in the Complaint to
be resolved; however, in the event Ms. ******** would like to further discuss her concerns and/or overall
experience with Varsity, she may contact the undersigned in order to schedule a time to speak..
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:09/18/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I cannot cancel my account with Varsity Tutors. My son graduated high school and I told them I will no longer be using their services but it seems like they will be able to charge me forever! Everytime I call to cancel they do not answer. I email constantly and no response.Business Response
Date: 09/25/2023
Please see attached response.
Thanks!
*** ** ****** ***** ***** *** * *** ****** ** ***** * *********************
September 25, 2023
Better Business Bureau
*** ** ********* **** ****
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 18, 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 *** ******* specifically and according to Varsity’s records, *** ******* first contacted
Varsity in October 2022 in order to be matched with an online tutor. On October 15, 2022, *** *******
purchased a Learning Membership for use on Varsity’s platform, and executed the TOCAU on October
17, 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.*** *******’s 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, 45 sessions were invoiced to *** *******’s account by her tutor. On
April 15, 2023, the Learning Membership auto-renewed for an additional six (6) months as set
forth/agreed to in the TOCAU. Upon information and belief, at no point during *** *******’s use of the
Learning Membership on Varsity’s platform did *** ******* indicate to Varsity that she was unhappy
with either the Learning Membership or the services she was receiving. Varsity’s first indication of Ms.
Bukhari’s concerns was upon receipt of the Complaint, at which time Varsity contacted *** ******* and
ultimately chose to proceed with 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,
Jordyn Bange
Senior Corporate Paralegal
p: ***** ******** | f: ***** ********
e: ***************************Initial Complaint
Date:09/16/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Varsity tutor was very prompt selling the products and collecting money for their service with good sale tactics. But their follow up on customer complaints and follow through was poor.They initially sold me a lot of ******s for " discount." When my son could not take it due to his schedule, half of the ******s were just eliminated from profile. Never received any follow up or advice. Recently they reached out to sell a summer special and that time they were nice to give us back those ******s. We were not able to use and we requested them to cancel further automatic payments. Now all those ****** including the ones we have paid has been taken away.Also there was a charge of 199 dollars they automatically took from my credit card even when I call the day after the automatic withdrawal. They were unwilling to give me refund, despite genuine reason to not able to use their service.When we call they said they have escalated the issue but no one has followed since.They have no regard for customer otherwise selling their product.Business is working like a scam.Customer Answer
Date: 09/23/2023
This issue has been resolved by the business. Please close this complaint.Business Response
Date: 09/25/2023
Please see attached response.
Thank you!
******************************************************************************************** | www.varsitytutors.com
September 25, 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 16, 2023. This
letter shall serve as Varsitys response to the matters raised in the Complaint; however, please note that the
parties have already reached an amicable resolution that fully resolves any and all issues in the Complaint.
By way of background, Varsity is a live learning platform that, among other things, seamlessly connects
experts and learners in any subject, anywhere, at any time. This includes connecting students with
tutoring, academic enrichment, and test-preparation needs with vetted, independently contracted tutors
and test instructors who provide those services directly to students (not Varsity) online, on dates and at
times agreed upon between them. Varsitys platform also offers customers/students several different
choices for how to engage with tutors, instructors, experts, and professionals including one-on-one
(between one tutor and student), small group tutoring (between one tutor or instructor and a small group
of selected students), group courses (with one tutor or instructor leading a session with a large number of
participants), or combinations of the above. Customers/students of the platform can also get immediate,
live, one-on-one tutoring or instruction in more than *************** as little as 15 seconds by connecting
with a tutor through the Instant Tutoring feature on Varsitys platform. In 2022, Varsity began a
subscription offering called Learning Memberships, which is a comprehensive solution that provides
multimodal learning services to help customers achieve their learning goals. As independent contractors,
the tutors, instructors, and experts who offer their services through the platform (in any capacity) have
their own materials, styles, and methods as indicated on every page of Varsitys website
(www.varsitytutors.com).
In addition to the above, Varsity has expanded its offerings through its platform to include Professional
Certifications. The Professional Certifications offering connects customers/students with tutors and/or
instructors to assist in various professional certification tests (such as NCLEX or SHRM-SCP, among
others), in a one-on-one format or group format. As independent contractors, the tutors, instructors, and
experts who offer their services through the platform (in any capacity) have their own materials, styles,
and methods as indicated on every page of Varsitys website.
Varsity highlights its policies on the website and attempts to set realistic expectations with the potential
customers/students who seek to be matched with a contracted tutor, instructor, or expert through Varsitys
online platform. Varsity is transparent about its services and uses its Terms of Customer Accounts Use
(the 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
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 three (3) separate purchases
through Varsitys platform (October 20, 2021; November 27, 2021; and May 17, 2022, respectively), and
executed three (3) TOCAUs during that time as well. Between November 20, 2021, and August 10, 2022,
************** received ongoing tutoring support from his tutor (according to the invoices submitted to Mr.
****** account). As set forth in the ****** purchased hours may be redeemed up to one year from the
date of purchase; accordingly, the ***** hours that remained on **************** account as of May 18, 2023,
expired. On August 2, 2023, ************** contacted Varsity and indicated he was unaware that the hours
would expire, and at that time, Varsity agreed to make the hours available in **************** account in an
effort for him to continue using the platform. On August 4, 2023, **************** account was converted to a
Learning Membership for use on Varsitys platform. A Learning Membership entitles customers to a set
number of live one-on-one tutoring hours per month on a recurring monthly basis, in addition to
enrollment in certain live classes through Varsitys platform, among other benefits. **************** Learning
Membership was on a month-to-month basis, and would include two (2) hours each month for use with
one-on-one tutoring through the platform (in addition to the ***** hours that had been made available
through his account on August 2, 2023). On September 4, 2023, the Learning Membership auto-renewed
for an additional month as set forth/agreed to in the ****** On September 5, 2023 (after the payment
for the month of September had already been processed as permitted by the ******* ************** indicated
to Varsity that he did not wish to continue with the Learning Membership, and he preferred to cancel it
and receive a refund for the month of September. Thus, Varsity was already in contact with ************** at
the time it received the Complaint and the parties reached a fair and amicable resolution. The ***** hours
that were made available in **************** account on August 2, 2023, remain available for **************** use at
his 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,
***********************
Senior Corporate Paralegal
p: ************** | f: **************
e: ********************************Customer Answer
Date: 09/26/2023
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:09/14/2023
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 charged my daughter, ***** *******, for 5 months of harp lessons (9/27/2022-2/27/2023) yet failed to provide a tutor. They refused to cancel the account because they said it was a one year contract. When they hired a tutor in 3/2023, they would not allow her to make up the unfulfilled hours or provide a refund. They charged $269/month. They owe us $1,345 for 5 months when they did not have a harp tutor on staff.
Additionally, they gave me a hard time when I canceled the contract after one year claiming that the contract “auto-renewed.” They only canceled the accounts after I threatened to report future charges as fraud.Business Response
Date: 09/22/2023
*** ** ****** ***** ***** *** * *** ****** ** ***** * *********************
September 22, 2023
Better Business Bureau
*** ** ********* **** ****
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 September 14, 2023,
(and of which Varsity was made aware on September 15, 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 # ********
(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. *******’s daughter and
Varsity’s client (as well as the account holder), *****, first contacted Varsity in July 2022 in order to be
matched with an online tutor. On July 27, 2022, ***** 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 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, 21 sessions were
invoiced to *****’s account by her tutor. On August 29, 2023, Ms. ******* indicated to Varsity that they
did not wish to continue with the Learning Membership for the remainder of the term, and preferred to
cancel it and receive a refund for some of the months which had already been paid. The request for
cancellation of the Learning Membership was promptly granted and the request for refund was under
review by Varsity at the time the Complaint was received. Varsity ultimately chose to provide a resolution
that was satisfactory to Ms. ******* and *****.
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:09/13/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I bought their service in early August for a test in September. They promised me that they have many qualified tutors and are certain to find me a tutor that is aligned with me.
I had my first session on August 8 and was not happy with my tutor. He sent me materials of extremely poor quality so it is hard to read. He read verbatim his teaching scripts and did not try to understand my situation. I then called Varsity on the same date to request a new tutor. They promised me that they would find me a new one in 24 hours. I did not hear back until 2 days later.
This time, they assigned me with a tutor that is irrelevant to my background. I wanted to study for the LSAT to go to law school - this person studies Mechanical Engineering and did not even take the LSAT. They are also a very new tutor with only 1 review.
I was shocked by this assignment and called Varsity again. This is unacceptable because they are aware that I only had 1 month to study, and yet they wasted my time with all of this back and forth.
After 3 more days, they assigned me with the FIRST tutor - the original one that I rejected and wished for a replacement. I was really furious at this point. I wanted a refund of my money so I could use it to invest in an actual tutor, but after several calls throughout the month of August, representatives denied me my money, which I have not used and do not intend to use. I have several unused hours that I am entitled to get back, but nobody tried to work with me here.
Also, when I was first consulted about the service, they promised me that they have 100% tutor satisfaction guarantee, so they will refund me if they can't find me a good tutor. But they failed to deliver this promise.Business Response
Date: 09/27/2023
*** ** ****** ***** ***** *** * *** ****** ** ***** * *********************
September 27, 2023
Better Business Bureau
*** ** ********* **** ****
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 September 13, 2023 (and of
which Varsity was made aware on September 14, 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 ****sparent 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
Complaint # ********
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 6, 2023, Ms. **** purchased a
Learning Membership for use on Varsity’s platform, and executed the TOCAU on August 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. Ms. ****’s Learning Membership was on a month-to-month basis, and would
include four (4) hours each month for use with one-on-one tutoring through the platform. Ms. **** was
matched with a tutor who met her self-selected criteria and they met for a tutoring session on August 8,
2023 (according to the invoice submitted to Ms. ****’s account by the tutor). Thereafter, Ms. ****
communicated to Varsity that she did not believe the tutor with whom she had been matched was a good
fit, and Ms. **** requested to be matched with a new tutor. On August 10, 2023, Ms. **** was matched
with a new tutor, and one hour was credited back to her account in accordance with the Personal
Satisfaction Guarantee1 set forth in the TOCAU (although there were no additional invoices submitted to
Ms. ****’s account other than the August 8, 2023, session invoiced by the first tutor). On August 15,
2023, Ms. **** indicated to Varsity she did not wish to continue with the Learning Membership, and she
preferred to cancel it and receive a refund for the month of August. While the request for cancellation of
the Learning Membership was granted because it was made within the 30-day window, the request for
refund was initially denied pursuant to the terms set forth in the TOCAU. Upon receipt of the Complaint,
Varsity communicated with Ms. ***** regarding her concerns 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,
****** *****
Senior Corporate Paralegal
** ***** ******** * ** ***** ********
e: ***************************
1 Although Ms. **** indicated in the Complaint her belief that the she would be refunded “if [Varsity couldn’t] find
[her] a good tutor,” it is important to note that the Professional Satisfaction Guarantee (which is what Varsity
believes Ms. **** is referring to) allows for a customer to “obtain one [tutoring session] with a new Professional
through the Platform for no additional charge …”. Thus, Varsity acted in accordance with the Professional
Satisfaction Guarantee.
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