Business Profile

Tutoring

Varsity Tutors LLC

BBB Accredited Business A+Rated by BBB

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 Complaint

The 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:09/12/2023
Type:Service or Repair Issues
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 entered a 6 month contract for tutoring services with Varsity Tutors on 11/21/22. I paid $299/month on the following dates: 11/22/22, 12/22/22, 1/22/23, 2/22/23, 3/22/23, 4/23/23. My daughter's last session was on 4/17/23 when her tutor told her he had taken another job and that would be the last session. He also told her the company would reach out to us with information on a new tutor and schedule a time. At this point, we had one more month of 4 sessions on the contract which was the 4/23/23 transaction. No one ever contacted us to provide a new tutor.

Instead the company charged us $299 on the following 3 dates: 5/22/23, 6/22/23, 7/28/23. I communicated via online chat to let them know that they had never assigned another tutor. My status in the online portal detailed that my contract had ended on 5/21/23. I was told that the supervisor would issue a refund. I later received an email that they do not issue refunds and that I failed to cancel my membership.

I was never assigned a new tutor for the last 4 sessions of the 6 month contract. Yet, they continued to charge me for a membership where they were NOT supplying the service that I was paying for. When this fact was brought to their attention they told me no refund would be issued. After several more emails it was confirmed that my membership had been cancelled.

Varsity tutors owes me a refund of $897 for the 3 payments on: 5/22/23, 6/22/23, 7/28/23 (outside of my contract) that they did not provide a tutor.
Business Response
Date: 09/21/2023
*** ** ****** ***** ***** *** * *** ****** ** ***** * *********************

September 21, 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 12, 2023,
(and of which Varsity was made aware on September 13, 2023). This letter shall serve as Varsity’s
response to the matters raised in the Complaint; however, please note that the parties have already reached
an amicable resolution that fully resolves any and all issues in the Complaint.

By way of background, Varsity is a live learning platform that, among other things, seamlessly connects
experts and learners in any subject, anywhere, at any time. This includes connecting students with
tutoring, academic enrichment, and test-preparation needs with vetted, independently contracted tutors
and test instructors who provide those services directly to students (not Varsity) online, on dates and at
times agreed upon between them. Varsity’s platform also offers customers/students several different
choices for how to engage with tutors, instructors, experts, and professionals including one-on-one
(between one tutor and student), small group tutoring (between one tutor or instructor and a small group
of selected students), group courses (with one tutor or instructor leading a session with a large number of
participants), or combinations of the above. Customers/students of the platform can also get immediate,
live, one-on-one tutoring or instruction in more than 100 subjects in as little as 15 seconds by connecting
with a tutor through the Instant Tutoring feature on Varsity’s platform. In 2022, Varsity began a
subscription offering called Learning Memberships, which is a comprehensive solution that provides
multimodal learning services to help customers achieve their learning goals. As independent contractors,
the tutors, instructors, and experts who offer their services through the platform (in any capacity) have
their own materials, styles, and methods as indicated on every page of Varsity’s website
(*********************).

In addition to the above, Varsity has expanded its offerings through its platform to include Professional
Certifications. The Professional Certifications offering connects customers/students with tutors and/or
instructors to assist in various professional certification tests (such as NCLEX or SHRM-SCP, among
others), in a one-on-one format or group format. As independent contractors, the tutors, instructors, and
experts who offer their services through the platform (in any capacity) have their own materials, styles,
and methods as indicated on every page of Varsity’s website.

Varsity highlights its policies on the website and attempts to set realistic expectations with the potential
customers/students who seek to be matched with a contracted tutor, instructor, or expert through Varsity’s
online platform. Varsity is transparent about its services and uses its Terms of Customer Accounts Use
Complaint # ********
Page 2
(the “TOCAU”) to reinforce the process. In fact, the potential customers/students must review and sign
the TOCAU and acknowledge the policies before they ever engage in the services of a tutor through
Varsity’s platform. Varsity’s website is also critical in setting these expectations and explaining the
process and how it works, in addition to setting forth the terms of any guarantees, located at
***********************************************

Regarding Ms. ********* specifically and according to Varsity’s records, Ms. ********* first contacted
Varsity in November 2022 in order to be matched with an online tutor. On November 21, 2022, Ms.
********* purchased a Learning Membership for use on Varsity’s platform, and executed the TOCAU on
that same date. A Learning Membership entitles customers to a set number of live one-on-one tutoring
hours per month on a recurring monthly basis, in addition to enrollment in certain live classes through
Varsity’s platform, among other benefits. Ms. *********’s 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, 13 sessions were invoiced to Ms. *********’s account by her
tutor. On May 21, 2023, Ms. *********’s Learning Membership auto-renewed for an additional six (6)
months as set forth/agreed to in the TOCAU. On August 1, 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 months which had already been paid. While the request
for cancellation of the Learning Membership was granted, the request for refund was initially denied
pursuant to the terms set forth in the TOCAU. Varsity contacted Ms. ********* upon its receipt of the
Complaint and ultimately chose to provide a resolution that was satisfactory to her.

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:09/12/2023
Type:Order Issues
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 purchased over 50 hours from Varsity Tutors over a year ago. It was clear and agreed that once I purchased the hours that Varsity tutor management agreed that our hours would never expire.

I just made a phone call because I wanted to check the hours and they are telling me that we have no hours. I need these hours so my daugher can do College Algebra Tutoring. I would kindly like to request that the hours that we paid for are credited back to our account. Thank you.
Business Response
Date: 09/20/2023
*** ** ****** ***** ***** *** | *** ****** ** ***** | *********************

September 20, 2023

Better Business Bureau
*** ** ********* **** ****
St. Louis, MO *****

Re: Complaint #******** (the “Complaint”) – **** ****** (“Mr. ******”)
Varsity Tutors LLC’s (“Varsity”) Response to the Complaint

Dear Sir or Madam:

Varsity is in receipt of the Complaint (as defined above) filed by Mr. ****** on September 12, 2023, (and
of which Varsity was made aware on September 13, 2023). This letter shall serve as Varsity’s response to
the matters raised in the Complaint, and Varsity has provided what it believes to be an amicable resolution
(and it is Varsity’s understanding that Mr. ****** intends to continue his use of Varsity’s platform).

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 Mr. ****** specifically and according to Varsity’s records, Mr. ****** first contacted Varsity
in January 2020 in order to be matched with an online tutor. Mr. ****** subsequently made two (2)
separate purchases through Varsity’s platform (January 11, 2020, and March 28, 2021, respectively), and
executed two (2) TOCAUs during that time as well. Between January 15, 2020, and April 27, 2022, Mr.
****** received ongoing tutoring support from his tutor (according to the invoices submitted to Mr.
******’s account). As set forth in the TOCAUs, purchased hours expire one year after the date of
purchase; accordingly, the 50 hours that remained on Mr. ******'s account as of March 29, 2022, expired,
and Varsity credited the hours back to Mr. ******’s account for use on the platform at that time, and on
one subsequent occasion as well (although there were no sessions invoiced to the account after April 27,
2022, and the hours expired for a third time on January 14, 2023). Upon receipt of the Complaint, Varsity
chose to credit hours back to Mr. ******’s account, which are available for Mr. ******’s use on Varsity’s
platform at his discretion.

Please consider this Varsity’s response to the Complaint (which, at this time, Varsity considers to have
been resolved). Varsity is proud to be an affiliate of the BBB and values the relationship. If you have any
questions or comments, or would like to further discuss, please do not hesitate to contact me.

Regards,

****** *****
Senior Corporate Paralegal
p: ***** ******** | f: ***** ********
e: ***************************
Initial Complaint
Date:09/09/2023
Type:Service or Repair Issues
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.
Hi I used Varsity tutors for 6 months. I paused my subscription in May due to the end of the school year. My daughter then felt she no longer need tutoring for the next year. I canceled my subscription on July 5th, and I was charged 299 a week later. I called and received a refund days later, and an apology. Again in August I was charged 299 and I had to call then wait for my refund, which I received days later. Now again in September I was charged 299 yesterday. Now it is a weekend, so I will have to call and wait for a refund to happen maybe a week from now. I have called each month I was charged and I was reassured each month I would not be charged again. I tried to stress to the customer service representative how much I need my money each month to pay mortgage and bills, and how each month I am falling behind because I have to wait for my money. I would really like to sue this company for pain and suffering. This has stressed me out the past three months. I work get paid, pay for a service I stopped using in May, and then get my money taken each month and then wait days to get my hard earned money back. I think I will seek a lawyer for pain and suffering.
Business Response
Date: 09/25/2023
Please see attached response.
Thanks!
*** ** ****** ***** ***** *** * *** ****** ** ***** * *********************

September 25, 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 9, 2023.
This letter shall serve as Varsity’s response to the matters raised in the Complaint; however, please note
that the parties have already reached an amicable resolution that fully resolves any and all issues in the
Complaint.

By way of background, Varsity is a live learning platform that, among other things, seamlessly connects
experts and learners in any subject, anywhere, at any time. This includes connecting students with
tutoring, academic enrichment, and test-preparation needs with vetted, independently contracted tutors
and test instructors who provide those services directly to students (not Varsity) online, on dates and at
times agreed upon between them. Varsity’s platform also offers customers/students several different
choices for how to engage with tutors, instructors, experts, and professionals including one-on-one
(between one tutor and student), small group tutoring (between one tutor or instructor and a small group
of selected students), group courses (with one tutor or instructor leading a session with a large number of
participants), or combinations of the above. Customers/students of the platform can also get immediate,
live, one-on-one tutoring or instruction in more than 100 subjects in as little as 15 seconds by connecting
with a tutor through the Instant Tutoring feature on Varsity’s platform. In 2022, Varsity began a
subscription offering called Learning Memberships, which is a comprehensive solution that provides
multimodal learning services to help customers achieve their learning goals. As independent contractors,
the tutors, instructors, and experts who offer their services through the platform (in any capacity) have
their own materials, styles, and methods as indicated on every page of Varsity’s website
(*********************).

In addition to the above, Varsity has expanded its offerings through its platform to include Professional
Certifications. The Professional Certifications offering connects customers/students with tutors and/or
instructors to assist in various professional certification tests (such as NCLEX or SHRM-SCP, among
others), in a one-on-one format or group format. As independent contractors, the tutors, instructors, and
experts who offer their services through the platform (in any capacity) have their own materials, styles,
and methods as indicated on every page of Varsity’s website.

Varsity highlights its policies on the website and attempts to set realistic expectations with the potential
customers/students who seek to be matched with a contracted tutor, instructor, or expert through Varsity’s
online platform. Varsity is transparent about its services and uses its Terms of Customer Accounts Use
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 November 2022 in order to be matched with an online tutor. On November 8, 2022, Ms.
Mondesire 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 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, 15 sessions were invoiced to *** *********’s account by her
tutor. In May, *** ********* requested a 60-day pause of the Learning Membership, to which Varsity
agreed. On July 5, 2023, *** ********* indicated to Varsity that she did not wish to continue with the
Learning Membership, and preferred to have it canceled. That same day, the cancellation was approved.
However, *** ********* was inadvertently charged for the months of July, August, and September. Upon
receipt of the Complaint, Varsity reviewed *** *********’s account and confirmed that the Learning
Membership had been canceled (and provides additional confirmation of such via the instant reply), and
refunds were issued for the months of July, August, and September (and Varsity has reviewed its
cancelation processes as well).

Please consider this Varsity’s response to the Complaint (which, at this time, Varsity considers to have
been resolved). Varsity is proud to be an affiliate of the BBB and values the relationship. If you have any
questions or comments, or would like to further discuss, please do not hesitate to contact me.

Regards,

****** *****
Senior Corporate Paralegal
p: ***** ******** * ** ***** ********
e: ***************************
Initial Complaint
Date:09/07/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am reaching out in order to come to a resolution for past billing of account *****************. I spoke with an account rep named **** on August 20 of this year and agreed to a credit because I didn't have evidence that I cancelled. I thought I cancelled via website then after call I found an email that I wrote on May 4th letting VT know I want to cancel before being charged again. After finding email, I made two attempts negotiate refund via email. I didn't get any answers to my request. I will include the original cancellation email as well as the more recent emails to settle a refund. Here's the details of what happened: My daughter Grace was in need of tutoring last April. We reached out to Varsity Tutors for some help. We signed up for the 4 hour tutoring package ($369 charged April 19th). She needed 7.5 additional hours and by May 1, she is finished with her tutoring needs. On May 4th I wrote Varsity Tutors an email notifying them to cancel the account (see attached email below). I made the attempt to cancel and thought it was behind me. I looked at my statement recently and saw that I was being charged each month for the membership fee of $369. May, June, July, and August “membership” is something I was trying to avoid as seen in the email that I sent May 4. Please help me out here, you can look into the account and see no credits were used after her last tutoring on May 1st. I am guilty of not checking my CC statements, but in reality the final amount I should have paid is $369 for the month of April plus $738 for the extra 8 hour package. I would like to have $1,476 refunded to my CC asap. This is for May, June, July, and August membership fee that was incorrectly charged to my account. Both attempts to resolve this issue was ignored and I am resorting to B.B.B. to help me receive the refund amount of $1,476. I will not agree to a credit as I found the email evidence that I forgot I wrote after the call.
Business Response
Date: 09/20/2023
Please see attached response.
Thank you!
*** ** ****** ****, ***** *** | *** ****** ** ***** | *********************

September 20, 2023

Better Business Bureau
*** ** ********* **** ****
*** ****** ** *****

Re: Complaint #******** (the “Complaint”) – ***** ***** (“Mr. *****”)
Varsity Tutors LLC’s (“Varsity”) Response to the Complaint

Dear Sir or Madam:

Varsity is in receipt of the Complaint (as defined above) filed by Mr. ***** on September 7, 2023. This
letter shall serve as Varsity’s response to the matters raised in the Complaint; however, please note that the
parties have 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
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
Complaint # ********
Page 2
process and how it works, in addition to setting forth the terms of any guarantees, located at
**********************************************.

Regarding Mr. ***** specifically and according to Varsity’s records, Mr. *****’s daughter (as well as the
account holder), Grace, first contacted Varsity in April 2023 in order to be matched with an online tutor.
On April 18, 2023, Grace purchased a Learning Membership for use on Varsity’s platform, and executed
the TOCAU on April 19, 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. Grace’s Learning Membership was on a
month-to-month basis, and would include four (4) hours each month for use with one-on-one tutoring
through the platform. During the Learning Membership, six (6) sessions were invoiced to Grace’s account
by her tutor. On May 4, 2023, Mr. ***** indicated to Varsity that Grace did not wish to continue with the
Learning Membership, and made a request to cancel it. Although Varsity was not initially in receipt of Mr.
*****’s email request, Varsity contacted Mr. ***** upon its receipt of the Complaint and ultimately chose
to provide a resolution that was satisfactory to him and Grace

Please consider this Varsity’s response to the Complaint (which, at this time, Varsity considers to have
been resolved). Varsity is proud to be an affiliate of the BBB and values the relationship. If you have any
questions or comments, or would like to further discuss, please do not hesitate to contact me.

Regards,

****** *****
Senior Corporate Paralegal
p: ***** ******** | f: ***** ********
e: ***************************
Customer Answer
Date: 10/09/2023
I would like to highlight that I reached out to Varsity on August 20 to resolve the billing when I had thought the membership was cancelled. At the time I did not have solid evidence on their end that I cancelled. **** said if I had some sort of evidence, then she could work with me. I told her I swear I remember cancelling (I thought I had cancelled via their website, however after the call I searched my emails and found the May 4th email requesting the cancel of the membership. **** said the best she could do was extending the membership until October 18th and if we needed tutoring we could use the hours there. That was generous but again, I found the evidence after the call, emailed VT a couple times at which they did not even entertain anything I mentioned. See the emails I sent they don't resolve the problem just a cut and paste response. I am being fair here but would like to work out a solution if they need more proof I can look into the details about the email. Their website does not make it clear how to cancel and seeing how I am not the only one, it might be better to give the client an easier "out". I will call them if needed, but I thought Better Business would be best since I am not good at explaining things over the phone. Thanks again for your help.
Business Response
Date: 10/17/2023
Please see attached response to Client rejection.
Thank you!
*** ** ****** ****, ***** *** | *** ****** ** ***** | *********************

September 20, 2023

Better Business Bureau
*** ** ********* **** ****
*** ****** ** *****

Re: Complaint #******** (the “Complaint”) – ***** ***** (“Mr. *****”)
Varsity Tutors LLC’s (“Varsity”) Response to the Complaint

Dear Sir or Madam:

Varsity is in receipt of the Complaint (as defined above) filed by Mr. ***** on September 7, 2023. This
letter shall serve as Varsity’s response to the matters raised in the Complaint; however, please note that the
parties have 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
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
Complaint # ********
Page 2
process and how it works, in addition to setting forth the terms of any guarantees, located at
**********************************************.

Regarding Mr. ***** specifically and according to Varsity’s records, Mr. *****’s daughter (as well as the
account holder), Grace, first contacted Varsity in April 2023 in order to be matched with an online tutor.
On April 18, 2023, Grace purchased a Learning Membership for use on Varsity’s platform, and executed
the TOCAU on April 19, 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. Grace’s Learning Membership was on a
month-to-month basis, and would include four (4) hours each month for use with one-on-one tutoring
through the platform. During the Learning Membership, six (6) sessions were invoiced to Grace’s account
by her tutor. On May 4, 2023, Mr. ***** indicated to Varsity that Grace did not wish to continue with the
Learning Membership, and made a request to cancel it. Although Varsity was not initially in receipt of Mr.
*****’s email request, Varsity contacted Mr. ***** upon its receipt of the Complaint and ultimately chose
to provide a resolution that was satisfactory to him and Grace

Please consider this Varsity’s response to the Complaint (which, at this time, Varsity considers to have
been resolved). Varsity is proud to be an affiliate of the BBB and values the relationship. If you have any
questions or comments, or would like to further discuss, please do not hesitate to contact me.

Regards,

****** *****
Senior Corporate Paralegal
p: ***** ******** | f: ***** ********
e: ***************************
Initial Complaint
Date:09/06/2023
Type:Service or Repair Issues
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.
We had a terrible time dealing with this company for tutoring services. The assigned tutor, however, was acceptable.We ran into several issues:- The monthly fee that we were quoted during the 'sales' call was changed without notice after the first month - Despite numerous attempts to have this corrected (we called, emailed, texted), it was never resolved - More than once we took time out of our work day to schedule a 'rep call' to discuss what was going on but each time we were stood up - Then they would try calling randomly and claiming that there were attempts to connect - Email communication was pretty much useless. They have an alias email that only gets looked at when they feel like it - Text communication was also sporadic and disconnected in terms of the issues at hand - Calls were useless as they never respected scheduled appointments and felt they could just call whenever they felt like it - We tried over and over to rectify this and it was a mess - We also had a death in our family that affected our child and they needed to take a few weeks off from tutoring. They somewhat provided assistance in this instance but it took many emails and phone conversations - The chat feature on their site is also useless. Many times we tried using it to help us and we either were ignored, responded to with a script or just simply 'dropped' from the chat after asking for help and complaining about their workflow.Massive waste of money for us. Will never consider using them again in the future. Our guess is they have an A+ rating here only because they reply to the complaints but that doesn't equal a fair resolution.Beware! They are great at selling you the product but horrible when it comes to support afterwards. Even the 'rep' that sold us the tutoring service insisted we contact him directly for help any time but was no longer employed within weeks after our first conversation.
Business Response
Date: 09/22/2023
Please see attached response.
Thank you!
******************************************************************************************** | www.varsitytutors.com

September 22, 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 6, 2023 (and
of which Varsity was made aware on September 7, 2023). This letter shall serve as Varsitys response to
the matters raised in the Complaint; however, please note that Varsity has been in contact with Ms.
****** and believes it has provided 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 October 2022 in order to be matched with an online tutor. On October 19, 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 12 months, and would
include four (4) hours each month for use with one-on-one tutoring through the platform. During the
Learning Membership, 11 sessions were invoiced to Ms. ******* account by her tutor. On March 13,
2023, **************** indicated to Varsity that she believed the monthly fee associated with her Learning
Membership was higher than she initially anticipated based upon her initial communications with Varsity,
and she wished to receive a refund for the difference (which Varsity ultimately issued for each month
during which **************** indicated she had paid more than anticipated).

On June 6, 2023, **************** 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. On August
7, 2023, **************** further communicated with Varsity regarding the cancellation of her account and
additional charges for subsequent months. Varsity reviewed Ms. ******* account and confirmed that the
Learning Membership had been canceled (and the payments in question were returned to ****************).
Upon receipt of the Complaint, Varsity communicated with **************** and provided her with detailed
information related to her account history, pursuant to Ms. ******* request (and the documentation
confirmed that all of the requested refunds had been issued). Varsity has received no further
communication from **************** since it provided her with the requested documentation, although
Varsity believes that it has provided an amicable resolution and remains further willing to address any
outstanding issues with ****************, should she wish to do so.

Please consider this Varsitys response to the Complaint (which, at this time, Varsity considers to have
been resolved). Varsity is proud to be an affiliate of the BBB and values the relationship. If you have any
questions or comments, or would like to further discuss, please do not hesitate to contact me.

Regards,

***********************
Senior Corporate Paralegal
p: ************** | f: **************
e: ********************************
Customer Answer
Date: 09/22/2023
Better Business Bureau:
We have received and read the response from the business. Though the high level explanation of the case + subsequent resolution was explained, we do want to call out that the frustration caused by these billing errors would have been completely avoided should we have received the appropriate customer support at the time of our original inquiries. Sadly, none of this was addressed or admitted in the response.
In addition, when we were contacted by a Client Experience representative after submitting the review to the BBB, it was discovered that the subscription system our account had been set-up on was 'new' thus causing the billing errors. We asked the Client Experience rep to please provide a detailed log of all transactions and it was indeed sent to us by someone else (we still need to compare against our credit card statements to ensure all is rectified). After that, we never hear back from the Client Experience rep as promised so we are assuming this response is how we are closing the loop.
As to why this wasn't handled in a better manner back when we were making an effort to resolve it, is beyond us.
Thanks.
Initial Complaint
Date:09/06/2023
Type:Product Issues
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 purchased the 4 tutoring hours for $399 a month. I was scheduled for a session on August 26. I texted my tutor the day before and told her I would not be able to attend, since I had already used my 4 available tutor hours for the month. I was confident this ensured my session was cancelled since the day before it was scheduled. The terms read:
"If You need to cancel a scheduled Meeting previously agreed to by You and the Professional, You shall give at least 24-hours’ notice prior to the Meeting. If You give less than 24-hours’ notice prior to the Meeting, then Your account may be debited for 30 minutes. If You do not give any notice of cancellation or are not otherwise available within 10 minutes of the scheduled start time for the Meeting, Your account may be debited for the full Meeting (as scheduled). You are encouraged to try to resolve scheduling and cancellation related issues directly with the Professional in a mutually satisfactory manner to avoid or minimize scheduling conflicts. To the extent You cannot come to a mutual agreement with the Professional, the cancellation terms outlined in this section shall control the outcome."
The terms state I should try to come to an agreement with the professional, which I did. No where in the terms does it state that the ONLY method of cancellation was to call the company itself. It is clear from viewing the recording that I did not attend the session, which I had previously notified the tutor I would not be attending. I am being denied the refund on the basis of failing to call Varsity Tutors before hand, which is something that is NOT outlined as a requirement for cancellation in the terms. I am requesting a refund for the charge of supplemental tutoring hours, given that I did not attend the session and had notified the tutor since the day prior.
Business Response
Date: 09/11/2023
September 11, 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 6, 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 July 2023 in order to be matched with an online tutor. On July 31, 2023, Ms. *********
purchased a Learning Membership for use on Varsity’s platform, and executed the TOCAU on that same
date. A Learning Membership entitles customers to a set number of live one-on-one tutoring hours per
month on a recurring monthly basis, in addition to enrollment in certain live classes through Varsity’s
platform, among other benefits. Ms. *********’s Learning Membership was on a month-to-month basis,
and would include four (4) hours each month for use with one-on-one tutoring through the platform.
During the Learning Membership, 3 (three) 2-hour sessions were invoiced to Ms. *********’s account by
her tutor. On August 21, 2023, Ms. ********* indicated to Varsity that she did not wish to continue with
the Learning Membership, and she preferred to cancel it and receive a partial refund for charges that had
recently been made to her account. The request for refund was initially denied. 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,

****** *****
****** ********* *********
** ***** ******** * ** ***** ********
** ***************************
Initial Complaint
Date:09/05/2023
Type:Service or Repair Issues
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 a trip to Mexico scheduled for late July and signed up with varsity for 8 hours to bone up on my Spanish.. Used 7 hours. Assumed it rolled over. When I first called to inquire before signing up the guy on the phone mentioned membership, which I bulked at and said maybe I not a good fit since I only needed it for less than a month. He said it would be ok. Failing to tell me I’d have a recurring monthly fee or that hours didn’t roll over and that they’d refuse a refund even if I didn’t use it. I noticed charges on my credit card yesterday and called today to ask for a refund & they stated I almost definitely won’t get a refund because I agreed to this when I signed up, even though what I agreed to was a month verbally with the guy who signed me up because my trip was at the end of July. I have now paid 579 for August and 579 for September(both which I didn’t use at all). I feel it’s deceptive and unfair and greedy of them. They paid no tutors and yet will supposedly take my money. You’ve been warned. I’m not a happy customer!
Business Response
Date: 09/08/2023
September 8, 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 5, 2023 (and
of which Varsity was made aware on September 6, 2023). This letter shall serve as Varsity’s response to
the matters raised in the Complaint; however, please note that the parties have already reached an
amicable resolution that fully resolves any and all issues in the Complaint.

By way of background, Varsity is a live learning platform that, among other things, seamlessly connects
experts and learners in any subject, anywhere, at any time. This includes connecting students with
tutoring, academic enrichment, and test-preparation needs with vetted, independently contracted tutors
and test instructors who provide those services directly to students (not Varsity) online, on dates and at
times agreed upon between them. Varsity’s platform also offers customers/students several different
choices for how to engage with tutors, instructors, experts, and professionals including one-on-one
(between one tutor and student), small group tutoring (between one tutor or instructor and a small group
of selected students), group courses (with one tutor or instructor leading a session with a large number of
participants), or combinations of the above. Customers/students of the platform can also get immediate,
live, one-on-one tutoring or instruction in more than 100 subjects in as little as 15 seconds by connecting
with a tutor through the Instant Tutoring feature on Varsity’s platform. In 2022, Varsity began a
subscription offering called Learning Memberships, which is a comprehensive solution that provides
multimodal learning services to help customers achieve their learning goals. As independent contractors,
the tutors, instructors, and experts who offer their services through the platform (in any capacity) have
their own materials, styles, and methods as indicated on every page of Varsity’s website
************************

In addition to the above, Varsity has expanded its offerings through its platform to include Professional
Certifications. The Professional Certifications offering connects customers/students with tutors and/or
instructors to assist in various professional certification tests (such as NCLEX or SHRM-SCP, among
others), in a one-on-one format or group format. As independent contractors, the tutors, instructors, and
experts who offer their services through the platform (in any capacity) have their own materials, styles,
and methods as indicated on every page of Varsity’s website.

Varsity highlights its policies on the website and attempts to set realistic expectations with the potential
customers/students who seek to be matched with a contracted tutor, instructor, or expert through Varsity’s
online platform. Varsity is transparent about its services and uses its Terms of Customer Accounts Use
********* * ********
**** *
(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
July 2023 in order to be matched with an online tutor. On July 2, 2023, Ms. ***** purchased a Learning
Membership for use on Varsity’s platform, and executed the TOCAU on that same date. A Learning
Membership entitles customers to a set number of live one-on-one tutoring hours per month on a
recurring monthly basis, in addition to enrollment in certain live classes through Varsity’s platform,
among other benefits. Ms. *****’s Learning Membership was on a month-to-month basis, and would
include eight (8) hours each month for use with one-on-one tutoring through the platform. During the
Learning Membership, seven (7) sessions were invoiced to Ms. *****’s account by her tutor. The
Learning Membership auto-renewed for two (2) additional months on two subsequent occasions - August
2, 2023, and September 2, 2023 - as set forth/agreed to in the TOCAU (and the requisite eight (8) hours
per month were available on Ms. *****’s account for her use during that time). On September 5, 2023,
Ms. ***** indicated to Varsity that she did not wish to continue with the Learning Membership, and she
preferred to cancel it and receive a refund for the months which had already been paid. At the time of
Varsity’s receipt of the Complaint, Varsity had already been in contact with Ms. ***** 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,

****** *****
****** ********* *********
** ***** ******** * ** ***** ********
** ***************************
Initial Complaint
Date:09/05/2023
Type:Product Issues
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 was very clear about the subject I needed tutoring in before my first session and the individual topics within that subject I needed help with. Varsity Tutors assured me a tutor would be able to help me. On 04/10/2023 I had my first tutoring session with Varsity Tutors, and the tutor was unable to help me because they did not know the subject at a level that could help with my college course (despite Varsity Tutors assuring they would be able to). I contacted the company and asked for a new tutor and to invoke their policy (tutor satisfaction guarantee). They told me I needed to speak to a customer representative to make this claim and scheduled a time when they would contact me. They did not call me that day as scheduled, despite my reaching out to them several times that day to confirm our call. After reaching out again, I was matched with a new tutor, but not given the credit back as per their policy. The next tutor was not helpful and after three sessions of not benefiting from the sessions with my new tutor. I expressed my disappointment to their text line, explained the situation and asked how to cancel my account. On 05/01/2023 I called to cancel my account, and a customer service representative told me that if I did not cancel my account they would match me with another tutor and I would receive free tutoring for the month of May. I agreed to not cancel my account and informed the representative that I would not be needing tutoring beyond May as I did not have classes for the rest of the summer and would not need tutoring. She informed me that my account would be canceled then. I was not given May free as promised by their company and despite not having a tutor I have been billed since September (it was not canceled despite our agreement). After expressing my unhappiness to a representative I was told I could receive two free months of tutoring and could not provide me with any sort of refund, not even for the month that was expressly stated would be free.
Customer Answer
Date: 09/06/2023
After receiving my complaint, the customer service manager promptly reached out to me and refunded me for the months of tutoring I did not use. I appreciate the quick response and the civility they used to handle this and this complaint is now resolved.
Business Response
Date: 09/11/2023
Please see the attached letter in response to the Complaint.
******************************************************************************************** | www.varsitytutors.com

September 11, 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 **************************** September 5, 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 April 2023 in order to be matched with an online tutor. On April 5, 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. Ms. ******** Learning Membership was on a month-to-month basis,
and would include four (4) hours each month for use with one-on-one tutoring through the platform.
During the Learning Membership, four (4) sessions were invoiced to Ms. ******** account by her tutor.
The Learning Membership auto-renewed for five (5) additional months on five (5) subsequent occasions
May 5, 2023; June 5, 2023; July 5, 2023; August 5, 2023; and September 5, 2023 as set forth/agreed to
in the ***** (and the requisite four (4) hours per month were available on Ms. ******** account for
her use during each of those months). On September 5, 2023, the same day Varsity was in receipt of the
Complaint, ****************** 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 months which had already been
paid. 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: ********************************
Complaint # ********
Page 3
Customer Answer
Date: 09/11/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*************************
Initial Complaint
Date:09/05/2023
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was charged a total of $1,832.00 on August 31, 2023 and September 1, 2023. I had not had many sessions with Varsity Tutors and wanted to cancel so I called August 17, 2023 but was put on hold for multiple hours I also tried to press 9 for callbacks for callbacks but never received one. I sent multiple emails but did not receive a reply. when I finally got in touch with varsity tutors, the woman I spoke with was very rude and insisted on me not selling but I told her I wanted to cancel. I never received an email that she canceled my account. Although, she said that she was going too. I spoke with another person from Varsity tutors when I was charged $916, the first time, she told me that the first person I spoke with never canceled. I was charged an additional $916, a day later. I would like to receive the payment of $916.
Business Response
Date: 09/08/2023
September 9, 2023

Better Business Bureau
*** ** ********* **** ****
*** ****** ** *****

Re: Complaint #******** (the “Complaint”) – ******* ****** (“Mr. ******”)
Varsity Tutors LLC’s (“Varsity”) Response to the Complaint

Dear Sir or Madam:

Varsity is in receipt of the Complaint (as defined above) filed by Mr. ****** on September 5, 2023. This
letter shall serve as Varsity’s response to the matters raised in the Complaint; however, please note that the
parties have already reached an amicable resolution that fully resolves any and all issues in the Complaint.

By way of background, Varsity is a live learning platform that, among other things, seamlessly connects
experts and learners in any subject, anywhere, at any time. This includes connecting students with
tutoring, academic enrichment, and test-preparation needs with vetted, independently contracted tutors
and test instructors who provide those services directly to students (not Varsity) online, on dates and at
times agreed upon between them. Varsity’s platform also offers customers/students several different
choices for how to engage with tutors, instructors, experts, and professionals including one-on-one
(between one tutor and student), small group tutoring (between one tutor or instructor and a small group
of selected students), group courses (with one tutor or instructor leading a session with a large number of
participants), or combinations of the above. Customers/students of the platform can also get immediate,
live, one-on-one tutoring or instruction in more than 100 subjects in as little as 15 seconds by connecting
with a tutor through the Instant Tutoring feature on Varsity’s platform. In 2022, Varsity began a
subscription offering called Learning Memberships, which is a comprehensive solution that provides
multimodal learning services to help customers achieve their learning goals. As independent contractors,
the tutors, instructors, and experts who offer their services through the platform (in any capacity) have
their own materials, styles, and methods as indicated on every page of Varsity’s website
************************

In addition to the above, Varsity has expanded its offerings through its platform to include Professional
Certifications. The Professional Certifications offering connects customers/students with tutors and/or
instructors to assist in various professional certification tests (such as NCLEX or SHRM-SCP, among
others), in a one-on-one format or group format. As independent contractors, the tutors, instructors, and
experts who offer their services through the platform (in any capacity) have their own materials, styles,
and methods as indicated on every page of Varsity’s website.

Varsity highlights its policies on the website and attempts to set realistic expectations with the potential
customers/students who seek to be matched with a contracted tutor, instructor, or expert through Varsity’s
online platform. Varsity is transparent about its services and uses its Terms of Customer Accounts Use
(the “TOCAU”) to reinforce the process. In fact, the potential customers/students must review and sign
********* * ********
**** *
the TOCAU and acknowledge the policies before they ever engage in the services of a tutor through
Varsity’s platform. Varsity’s website is also critical in setting these expectations and explaining the
process and how it works, in addition to setting forth the terms of any guarantees, located at
***********************************************

Regarding Mr. ****** specifically and according to Varsity’s records, Mr. ****** first contacted Varsity in
June 2023 in order to be matched with an online tutor. On June 15, 2023, Mr. ****** purchased a
Learning Membership for use on Varsity’s platform, and executed the TOCAU on June 16, 2023. A
Learning Membership entitles customers to a set number of live one-on-one tutoring hours per month on a
recurring monthly basis, in addition to enrollment in certain live classes through Varsity’s platform,
among other benefits. Mr. ******’s Learning Membership was on a month-to-month basis, and would
include two (2) hours each month for use with one-on-one tutoring through the platform. During the
Learning Membership, 10 sessions were invoiced to Mr. ******’s account by his tutor. On August 20,
2023, Mr. ****** 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 that had already been paid (as well as for the
additional payments incurred for going over the allotted two (2) hours per month during the months of
July 2023 and August 2023). While the request for cancellation of the Learning Membership was granted,
the request for refund was initially denied pursuant to the terms set forth in the TOCAU. Varsity contacted
Mr. ****** upon its receipt of the Complaint and ultimately chose to provide a resolution that was
satisfactory to him.

Please consider this Varsity’s response to the Complaint (which, at this time, Varsity considers to have
been resolved). Varsity is proud to be an affiliate of the BBB and values the relationship. If you have any
questions or comments, or would like to further discuss, please do not hesitate to contact me.

Regards,

****** *****
****** ********* *********
** ***** ******** * ** ***** ********
** ***************************
Initial Complaint
Date:09/05/2023
Type:Billing Issues
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 (VT) has provided terrible customer service, demonstrated complete incompetence & repeatedly attempted to defraud me. I signed my son up for 6 mos. of tutoring beginning 11/2022. I understood I would need to proactively cancel prior to end of 6-mo. period or contract would auto-renew. I contacted VT & requested cancellation at beginning of my final month. It took multiple calls to cancel. Each correspondence & communication included their sales pitch instead of confirming cancellation. I finally got confirmation after days of frustration. I requested all communication via email but continued receiving calls during my work day. VT then documented in their notes hat I wouldn’t respond to their outreach & blamed me. I attempted to delete my payment info—I had a feeling there would be more issues—but website wouldn’t allow without adding another credit card. My card was charged again the next month on 6/1/23. I called & again battled their sales pitches to finally get 2nd confirmation of cancellation & refund I was owed. I checked my bank account around 7/1/23 and did not find a charge from VT, so I was relieved, believed issue fully resolved. On 9/1/23 I received email from VT stating my payment had been declined. (I was recently robbed, purse stolen, had to cancel credit cards) I learned VT was still charging me & charged me in July & August but I missed that in my credit card statement! I called VT & was treated rudely. I was again blamed & got no apology. On 9/1/23 I got a 3rd email confirmation of cancellation & refunds owed for July & August. On 9/4/23--3 DAYS LATER--THEY TRIED TO CHARGE MY CARD AGAIN! WEBSITE SHOWS STILL ACTIVE ACCOUNT, next payment scheduled 10/1/23. I've never dealt with such unprofessional, incompetent, & unethical company. A quick online search shows many others with similar cancellation issues + other deceptive sales/contracting/billing issues. I’m baffled they have good rating on BBB. Please investigate further!
Business Response
Date: 09/21/2023
*** ** ****** ***** ***** *** | *** ****** ** ***** | *********************

September 21, 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 5, 2023. This
letter shall serve as Varsity’s response to the matters raised in the Complaint; however, please note that
Varsity has already effectuated 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
(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 November 2022 in order to be matched with an online tutor. On November 1, 2022, Ms. ******
purchased a Learning Membership for use on Varsity’s platform, and executed the TOCAU on that same
date. A Learning Membership entitles customers to a set number of live one-on-one tutoring hours per
month on a recurring monthly basis, in addition to enrollment in certain live classes through Varsity’s
platform, among other benefits. 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, and
Ms. ****** consistently received tutoring services through the platform during the term of the Learning
Membership. On May 1, 2023, the Learning Membership auto-renewed for an additional six (6) months
as set forth/agreed upon in the TOCAU. On May 4, 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 (although the four (4) hours that were added to the account for the month of May remained available for
Ms. ******’s use, and two (2) of those hours were invoiced to the account by her tutor during the month
of May). Varsity had subsequent communications with Ms. ****** on June 1, 2023, and September 1,
2023, regarding the cancellation of her account and additional charges for the months of June, July, and
August. Varsity reviewed Ms. ******’s account at the time of each of those communications and
confirmed that the Learning Membership had been canceled and that the additional charges were
processed in error. On both occasions, Varsity rectified the error as soon as it became aware of it, and
timely issued refunds (and Varsity has reviewed its cancellation processes as well). As a result of the
actions taken by Varsity and further described herein, Varsity believes the issues set forth in the Complaint
have been resolved (although Varsity remains willing to further discuss any outstanding concerns with
Ms. ******, should she wish to do so).

Please consider this Varsity’s response to the Complaint (which, at this time, Varsity considers to have
been resolved). Varsity is proud to be an affiliate of the BBB and values the relationship. If you have any
questions or comments, or would like to further discuss, please do not hesitate to contact me.

Regards,

****** *****
Senior Corporate Paralegal
p: (314) 412-1227 | f: (888) 560-0999
e: [email protected]

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