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:08/30/2023
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.
On august 30th my credit card was swiped without my knowledge. They had my credit card number from the past and have swiped 600 dollars from it and now denying to refund my money. I have nothing to do with this company now and this looks like a fraud company.
Business Response
Date: 09/07/2023
Please see attached response.
Thank you!
******************************************************************************************** | www.varsitytutors.com
September 7, 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 August 30, 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.
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
Complaint # ********
Page 2
online platform. Varsity is transparent about its services and uses its Terms of Customer Accounts Use
(the TOCAU) to reinforce the process. In fact, the potential customers/students must review and sign
the TOCAU and acknowledge the policies before they ever engage in the services of a tutor through
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, **************** has been a customer
on *********************** platform since January 2021, and has made multiple purchases and executed multiple
TOCAUs during that time. More recently (and more directly related to the issues raised in the Complaint),
**************** converted the account to a Learning Membership in May 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 Varsitys platform, among other benefits.
****************** 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,
eight (8) sessions were invoiced to ****************** account by his tutor. In June 2023, **************** contacted
Varsity and requested that the Learning Membership be placed on a 60-day pause,
to which Varsity agreed. The Learning Membership resumed on August 30, 2023, following the
previously-agreed upon pause and as set forth/agreed to in the ****** That same day, ****************
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. ****************** request was under
review at the time the Complaint was received, and Varsity provided a link that he could have used to
schedule a time to speak with Varsitys representatives regarding the issues raised in the Complaint,
although as of the date of this response no such call has been scheduled; nonetheless, Varsity has already
provided what it believes to be an amicable resolution and remains further willing to address any
outstanding issues with *****************
Please consider this Varsitys response to the Complaint (which, at this time, Varsity considers to have
been resolved). Varsity is proud to be an affiliate of the BBB and values the relationship. If you have any
questions or comments, or would like to further discuss, please do not hesitate to contact me.
Regards,
***********************
Senior Corporate Paralegal
p: ************** | f: **************
e: ********************************Customer Answer
Date: 09/07/2023
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*****************************Initial Complaint
Date:08/29/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
The tutor my daughter got was great. I used 4 hours a month of tutoring and was satisfied with that.
HOWEVER, when I signed up, they said that I was buying 8 hours of tutoring and when I used that up, they would charge me for additional hours. Instead of what they told me, they charged me every month for 8 hours - $579/month - 2/10, 3/10, 4/10, 5/10 - which was 1/2 of what my daughter used (or ever planned to use). That's $1,145 more than I needed or used and I would like that refunded.
Then I called to cancel, explained that I didn't want 8 hours ever, and was told that I could pause my membership for the summer, and ONLY WHEN I REACHED OUT, would they begin it again, but certainly not for 8 hours. This was also a lie as on 8/10 I was charged $579. When I called to get this refunded since I didn't say they could start again, they said that they always start again in August and that what I was told wasn't true. Then they sent an email saying my refund was denied.
They also said they cancelled my subscription (an email confirmed it) and again, this was a lie, as I logged into my account to check and my membership is still active and it looks like they will charge me again on 9/10 for the 8 hours that I NEVER WANTED.
I was lied to multiple times by their sales people and I want a refund for the extra hours I was tricked into paying because of lies from sales. The total refunded amount I am owed is $579 (august refund) plus 1/2 of the hours in the spring ($1,145)Business Response
Date: 09/07/2023
*** ** ****** ***** ***** *** * *** ****** ** ***** * *********************
September 7, 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 August 29, 2023. This
letter shall serve as Varsity’s response to the matters raised in the Complaint; however, although Varsity’s
attempts to make contact with Ms. ****** since its receipt of the Complaint have gone unanswered,
Varsity has provided what it believes to be an amicable resolution and remains further willing to address
any outstanding issues with Ms. ******.
By way of background, Varsity is a live learning platform that, among other things, seamlessly connects
experts and learners in any subject, anywhere, at any time. This includes connecting students with
tutoring, academic enrichment, and test-preparation needs with vetted, independently contracted tutors
and test instructors who provide those services directly to students (not Varsity) online, on dates and at
times agreed upon between them. Varsity’s platform also offers customers/students several different
choices for how to engage with tutors, instructors, experts, and professionals including one-on-one
(between one tutor and student), small group tutoring (between one tutor or instructor and a small group
of selected students), group courses (with one tutor or instructor leading a session with a large number of
participants), or combinations of the above. Customers/students of the platform can also get immediate,
live, one-on-one tutoring or instruction in more than 100 subjects in as little as 15 seconds by connecting
with a tutor through the Instant Tutoring feature on Varsity’s platform. In 2022, Varsity began a
subscription offering called Learning Memberships, which is a comprehensive solution that provides
multimodal learning services to help customers achieve their learning goals. As independent contractors,
the tutors, instructors, and experts who offer their services through the platform (in any capacity) have
their own materials, styles, and methods as indicated on every page of Varsity’s website
(*********************).
In addition to the above, Varsity has expanded its offerings through its platform to include Professional
Certifications. The Professional Certifications offering connects customers/students with tutors and/or
instructors to assist in various professional certification tests (such as NCLEX or SHRM-SCP, among
others), in a one-on-one format or group format. As independent contractors, the tutors, instructors, and
experts who offer their services through the platform (in any capacity) have their own materials, styles,
and methods as indicated on every page of Varsity’s website.
Varsity highlights its policies on the website and attempts to set realistic expectations with the potential
customers/students who seek to be matched with a contracted tutor, instructor, or expert through Varsity’s
Complaint # ********
Page 2
online platform. Varsity is transparent about its services and uses its Terms of Customer Accounts Use
(the “TOCAU”) to reinforce the process. In fact, the potential customers/students must review and sign
the TOCAU and acknowledge the policies before they ever engage in the services of a tutor through
Varsity’s platform. Varsity’s website is also critical in setting these expectations and explaining the
process and how it works, in addition to setting forth the terms of any guarantees, located at
**********************************************.
Regarding Ms. ****** specifically and according to Varsity’s records, Ms. ****** first contacted Varsity
in February 2023 in order to be matched with an online tutor. On February 10, 2023, Ms. ******
purchased a Learning Membership for use on Varsity’s platform, and executed the TOCAU on that same
date. A Learning Membership entitles customers to a set number of live one-on-one tutoring hours per
month on a recurring monthly basis, in addition to enrollment in certain live classes through Varsity’s
platform, among other benefits. Ms. ******’s Learning Membership was 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, 15 sessions were invoiced to Ms. ******’ account by her tutor. The Learning
Membership auto-renewed for an additional three (3) months on three (3) subsequent occasions - March
10, 2023, April 10, 2023, and May 10, 2023 - as set forth/agreed to in the TOCAU (and the requisite eight
(8) hours per month were available on Ms. ******’ account for her use during that time). In May, Ms.
****** contacted Varsity to request a cancellation of the Learning Membership, but ultimately chose to
pause the Learning Membership for 60-days rather than proceed with the cancellation. The Learning
Membership resumed on August 10, 2023, following the previously-agreed upon pause and as set
forth/agreed to in the TOCAU.
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 refund for the month which had already been
paid as well as a portion of the previous months’ payment. While the request for cancellation of the
Learning Membership was granted, the request for refund was initially denied pursuant to the terms set
forth in the TOCAU. Upon receipt of the Complaint, Varsity contacted Ms. ****** via email and
provided a link that she could have used to schedule a time to speak with Varsity’s representatives
regarding the issues raised in the Complaint, although as of the date of this response no such call has been
scheduled; nonetheless, Varsity has already provided what it believes to be an amicable resolution and
remains further willing to address any outstanding issues with Ms. ******.
Please consider this Varsity’s response to the Complaint (which, at this time, Varsity considers to have
been resolved). Varsity is proud to be an affiliate of the BBB and values the relationship. If you have any
questions or comments, or would like to further discuss, please do not hesitate to contact me.
Regards,
****** *****
Senior Corporate Paralegal
** ***** ******** * ** ***** ********
e: ***************************Customer Answer
Date: 09/16/2023
Complaint: ********
I am rejecting this response because:Your description of what happened is not accurate. You have failed to admit that the people you employ on the phone deliberately stated/promised false information. You need to take this very seriously as you have employees that are lying to your customers. The first phone call I was told that the 8 hours would only renew once they were used. NOT that you would continue to charge me for those 8 hours. The second phone call where I wanted to cancel, the fellow on the phone assured me that it would NOT RESUME unless I actively started it up again. I asked him to clarify this at least twice if not more time as this was my primary concern with not cancelling. Then when I called the final time to cancel and ask for a refund for the auto-renew charge in early August, not only did the person NOT cancel my account, but told me I had a wait a few days for a response. The response was to deny my refund. Only after I complained on multiple online platforms about the mistreatment of customers by your phone representatives did the company finally cancel my account and finally agree to refund. I also have responded to every question and request they have sent to me, without any response on their end. So it is not true that I didn't respond to their requests - that is in fact yet another lie from this company. People using their service need to be very wary of anything the people on their phones promise, they need to know that they are not honest with customers, and be aware that while the tutor we worked with was great - everything else about the platform was dishonest and unhelpful.
Sincerely,
******** ******Business Response
Date: 09/26/2023
*** ** ****** ***** ***** *** * *** ****** ** ***** * *********************
September 26, 2023
Better Business Bureau
*** ** ********* **** ****
*** ****** ** *****
Re: Complaint #******** (the “Complaint”) – ******** ****** (“Ms. ******”)
Varsity Tutors LLC’s (“Varsity”) Response to the Customer Communication Dated
September 18, 2023 (the “Follow Up Communication”)
Dear Sir or Madam:
Varsity is in receipt of the Follow Up Communication (as defined above), which was in response to
Varsity’s September 7, 2023, communication addressing the overall Complaint (“Varsity’s Reply to the
Complaint”). This letter shall serve as Varsity’s response to the Follow Up Communication, and will
confirm that Varsity believes it has provided an amicable resolution and remains further willing to discuss
any outstanding issues with Ms. ******.
As it relates to the Follow Up Communication specifically, and as indicated in Varsity’s Reply to the
Complaint, Varsity’s records reflect that Ms. ******’ refund was issued and that the Learning
Membership has been canceled. Accordingly, Varsity believes it has addressed Ms. ******’ Complaint
and that the matter is resolved; however, to the extent Ms, ****** wishes to further discuss her concerns
more specifically, Varsity remains willing to do so (and Ms. ****** may use the link that was emailed to
her upon Varsity’s initial receipt of the Complaint to schedule a call at a time that is convenient for 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:08/28/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I signed up for Varsity tutoring over the phone and was unaware of the 30 day arbitration clause in their terms and conditions. I only intended to receive tutoring for August and was surprised when I was charged for September. I was not sent a full copy of the terms and it had not even occurred to me that I could be charged for tutoring services that I did not intend on recieving. It was not properly explained to me and because of the phrasing "month to month" I thought that I was only paying for one month. The customer service was not listening to my concerns and was not very excited, to say the least, about submitting a refund request for me. Additional to the refund request I have also submitted a client escalation to hopefully resolve this issue at a higher level. I am very upset because I have to wait up to four days for this issue to be resolved and 819 dollars is a lot of money missing from my bank account, especially when rent is almost due. My account was charged 8/27/2023. This "membership" feels more like a scam when the stipulations are not properly explained. Good tutoring though.Business Response
Date: 08/31/2023
August 31, 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 August 28, 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 27, 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, four (4) sessions were invoiced to Ms. ********’s account by her
tutor. On August 27, 2023, the Learning Membership auto-renewed for an additional month as set
forth/agreed to in the TOCAU. On August 28, 2023, Ms. ******** indicated to Varsity that she did not
wish to continue with the Learning Membership, and she preferred to cancel it and receive a refund for
the month which had already been paid. Ms. ********’s request was under review at the time the
Complaint was received, and Varsity 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:08/25/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
They are a tutoring service. You order a set number of hours to use per month.As the school year ended and my daughter no longer needed help we cancelled the recurring charge. We We called on may 24 and cancelled the account, called back may 30 to confirm it was cancelled and then again on the 31st (to ensure we didn't get charged and further...it worked as we were not charged for ***** or July) There were no charges for months following that until following the summer we were charged and called them IMMEDIATELY. Then again August 3 and 4th. At that time we were told we would get a refund. A week later when it didn't show we called back and were told they would have a manager process it since it wasn't done. We waited a couple of days and called back again and were told that they were not going to provide a refund...even though we hadn't used the services and it cost them nothing (the hours are in our account)After a review on ****** they reached out and asked if they could make it right. I emailed them as requested and they did not respond.We have tried everything and when you read the reviews you can see this is their way of doing business.Business Response
Date: 08/30/2023
******************************************************************************************** | www.varsitytutors.com
August 30, 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 August 25, 2023 (and of
which Varsity was made aware on August 26, 2023). This letter shall serve as Varsitys response to the
matters raised in the Complaint; however, please note that the parties have already reached an amicable
resolution that fully resolves any and all issues in the Complaint.
By way of background, Varsity is a live learning platform that, among other things, seamlessly connects
experts and learners in any subject, anywhere, at any time. This includes connecting students with
tutoring, academic enrichment, and test-preparation needs with vetted, independently contracted tutors
and test instructors who provide those services directly to students (not Varsity) online, on dates and at
times agreed upon between them. Varsitys platform also offers customers/students several different
choices for how to engage with tutors, instructors, experts, and professionals including one-on-one
(between one tutor and student), small group tutoring (between one tutor or instructor and a small group
of selected students), group courses (with one tutor or instructor leading a session with a large number of
participants), or combinations of the above. Customers/students of the platform can also get immediate,
live, one-on-one tutoring or instruction in more than *************** as little as 15 seconds by connecting
with a tutor through the Instant Tutoring feature on Varsitys platform. In 2022, Varsity began a
subscription offering called Learning Memberships, which is a comprehensive solution that provides
multimodal learning services to help customers achieve their learning goals. As independent contractors,
the tutors, instructors, and experts who offer their services through the platform (in any capacity) have
their own materials, styles, and methods as indicated on every page of Varsitys website
(www.varsitytutors.com).
In addition to the above, Varsity has expanded its offerings through its platform to include Professional
Certifications. The Professional Certifications offering connects customers/students with tutors and/or
instructors to assist in various professional certification tests (such as NCLEX or SHRM-SCP, among
others), in a one-on-one format or group format. As independent contractors, the tutors, instructors, and
experts who offer their services through the platform (in any capacity) have their own materials, styles,
and methods as indicated on every page of Varsitys website.
Varsity highlights its policies on the website and attempts to set realistic expectations with the potential
customers/students who seek to be matched with a contracted tutor, instructor, or expert through Varsitys
online platform. Varsity is transparent about its services and uses its Terms of Customer Accounts Use
Complaint # ********
Page 2
(the *****) to reinforce the process. In fact, the potential customers/students must review and sign
the ***** and acknowledge the policies before they ever engage in the services of a tutor through
Varsitys platform. Varsitys website is also critical in setting these expectations and explaining the
process and how it works, in addition to setting forth the terms of any guarantees, located at
***************************************************.
Regarding ************ specifically and according to Varsitys records, ************** wife and client (as well
as the account holder), ********, first contacted Varsity in March 2023 in order to be matched with an
online tutor. On March 30, 2023, ******** purchased a Learning Membership for use on Varsitys
platform, and executed the ***** on that same date. A Learning Membership entitles customers to a set
number of live one-on-one tutoring hours per month on a recurring monthly basis, in addition to
enrollment in certain live classes through Varsitys platform, among other benefits. The 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, 29 sessions were invoiced to
********* account by the tutor (which included two (2) no-shows, as set forth/agreed to in the
*****). On July 31, 2023, ******** indicated to Varsity that she did not wish to continue with the
Learning Membership, and she preferred to cancel it and receive a refund for the 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 *****. Varsity contacted
************ upon its receipt of the Complaint and ultimately chose to provide a resolution that was
satisfactory to the *****.
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: 08/31/2023
Complaint: 20523946
I am rejecting this response because:
The narrative is false and misleading. These hours were cancelled but the service incorrectly moved it to "paused" and then reactivated the service and billed the credit card without consent.this was confirmed by your customer service agent.
there were MULTIPLE CALLS previous to this complaint and as detailed with your team.
NO refund has been processed at this time and there is zero resolution.
Sincerely,
*********************Business Response
Date: 09/22/2023
******************************************************************************************** | www.varsitytutors.com
September 22, 2023
Better Business Bureau
***********************************************************************
Re: Complaint #******** (the Complaint) ********************* (************)
Varsity Tutors LLCs (Varsity) Response to the Customer Communication Dated August
31, 2023 (the Follow Up Communication)
Dear Sir or Madam:
Varsity is in receipt of the Follow Up Communication (as defined above), which was in response to
Varsitys August 25, 2023, communication addressing the overall Complaint (Varsitys Reply to the
Complaint). This letter shall serve as Varsitys response to the Follow Up Communication, and will
confirm that Varsity believes it has provided an amicable resolution and remains further willing to discuss
any outstanding issues with *************
As it relates to the Follow Up Communication specifically, Varsitys records reflect that **************
refund was issued, and the receipts are attached hereto for ************** reference. ************ may need to
allow additional time for the refund to be processed, and any questions regarding the status of that
processing should be directed to ************** financial institution. Additionally, and as indicated in
Varsitys Reply to the Complaint, ************** Learning Membership has been canceled and, accordingly,
Varsity believes it has addressed ************** Complaint and that the matter is resolved.
Please consider this Varsitys response to the Follow Up Communication (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:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me however I caution that this business is not one to deserve a positive rating.
Sincerely,
*********************Initial Complaint
Date:08/25/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My high school daughter and I initiated ACT tutoring with Varsity Tutors in June of 2023. It started out well, completing two of the 4 monthly sessions with the tutor. After the 2nd session, scheduling issues arose for the tutor. The second month rolled through and an additional monthly bill was charged on auto pay. I called the support line for Varsity tutors and was told that we could still schedule the two sessions that were missed on top of the 4 new sessions that came with the second monthly bill. Effective early July the tutor ghosted my daughter's requests for scheduling sessions (multiple attempts). Despite this we received weekly confirming emails (through August 25, 2023) from Varsity Tutors that sessions were scheduled with this particular tutor. My daughter indicated no tutor showed up for the scheduled sessions. My daughter's texts to the tutor remained unanswered. I even joined scheduled sessions and still no one from Varsity Tutors joined the sessions (we would get weekly email reminders from Varsity Tutors for the sessions that were scheduled). I called Varsity Tutors and let them know that this (no shows by any Varsity Tutors) happened multiple times. I asked about the status of the tutor and they indicated that they had not heard from the tutor since July 17th? I asked why we (or any other students who were assigned to this tutor) were not notified proactively that the tutor was not in contact with Varsity Tutors despite the company sending us weekly emails that the sessions were scheduled with this particular tutor. No answer given. I called to ask for a refund given 1) the tutor ghosted us on multiple scheduled sessions, 2) that we were not notified of any changes relative to the scheduled tutor, and 3) too much time has passed before school starts. We were denied a refund stating their policy is to not provide refunds. I strongly recommend students find another source of tutors.Business Response
Date: 09/06/2023
Please see attached response.
Thank you!
******************************************************************************************** | www.varsitytutors.com
September 6, 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 August 25, 2023 (and of
which Varsity was made aware on August 26, 2023). This letter shall serve as Varsitys response to the
matters raised in the Complaint; however, please note that the parties have already reached an amicable
resolution that fully resolves any and all issues in the Complaint.
By way of background, Varsity is a live learning platform that, among other things, seamlessly connects
experts and learners in any subject, anywhere, at any time. This includes connecting students with
tutoring, academic enrichment, and test-preparation needs with vetted, independently contracted tutors
and test instructors who provide those services directly to students (not Varsity) online, on dates and at
times agreed upon between them. Varsitys platform also offers customers/students several different
choices for how to engage with tutors, instructors, experts, and professionals including one-on-one
(between one tutor and student), small group tutoring (between one tutor or instructor and a small group
of selected students), group courses (with one tutor or instructor leading a session with a large number of
participants), or combinations of the above. Customers/students of the platform can also get immediate,
live, one-on-one tutoring or instruction in more than *************** as little as 15 seconds by connecting
with a tutor through the Instant Tutoring feature on Varsitys platform. In 2022, Varsity began a
subscription offering called Learning Memberships, which is a comprehensive solution that provides
multimodal learning services to help customers achieve their learning goals. As independent contractors,
the tutors, instructors, and experts who offer their services through the platform (in any capacity) have
their own materials, styles, and methods as indicated on every page of Varsitys website
(www.varsitytutors.com).
In addition to the above, Varsity has expanded its offerings through its platform to include Professional
Certifications. The Professional Certifications offering connects customers/students with tutors and/or
instructors to assist in various professional certification tests (such as NCLEX or SHRM-SCP, among
others), in a one-on-one format or group format. As independent contractors, the tutors, instructors, and
experts who offer their services through the platform (in any capacity) have their own materials, styles,
and methods as indicated on every page of Varsitys website.
Varsity highlights its policies on the website and attempts to set realistic expectations with the potential
customers/students who seek to be matched with a contracted tutor, instructor, or expert through Varsitys
online platform. Varsity is transparent about its services and uses its Terms of Customer Accounts Use
Complaint # ********
Page 2
(the *****) to reinforce the process. In fact, the potential customers/students must review and sign
the ***** and acknowledge the policies before they ever engage in the services of a tutor through
Varsitys platform. Varsitys website is also critical in setting these expectations and explaining the
process and how it works, in addition to setting forth the terms of any guarantees, located at
***************************************************.
Regarding **************** specifically and according to Varsitys records, **************** first contacted Varsity
in June 2023 in order to be matched with an online tutor. On June 16, 2023, **************** purchased a
Learning Membership for use on Varsitys platform, and the ***** was executed on June 20, 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 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, two (2) sessions were invoiced to the account by the tutor. On August 24, 2023,
**************** communicated to Varsity that he had received no communication from the tutor with whom
he had been matched, and was requesting a refund for the session for which had been invoiced. The
request for refund of the session at issue was initially denied; however, Varsity contacted ****************
upon its receipt of the Complaint and ultimately chose to provide a resolution that was satisfactory to him.
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: 09/06/2023
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:08/25/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
In December of 2022, my daughter was signed up to Online Tutoring through Varsity Tutors for once weekly sessions. Billed monthly for 4 hours. I was made aware of cancellation policy in regards to giving a 30 day notice. On March 24, 2023 We were informed by our daughters Tutor that she would no longer be working for Varsity Tutors effectively within one week and that our last session would be March 27, 2023. That last session in and of itself was roughly 15 minutes long as it was plagued by connectivity issues on the Tutors end. Not only did my daughter not receive a proper last session, We were given a 1 week notice of termination of services. Our tutor explained to us that as a result of the tutoring ending abruptly and given the cancellation policy that she would advise on her end and we would be all set.We moved on with another tutoring company and I was under the impression our time with Varsity was done. I recently found out in looking at my bank statements, that I have been being charged ****** every month for ****** May, June and July without any services being provided. Not one call had been made by Varsity who is clearly able to see no child is being tutored on their end. They called in the beginning of July to see how things were going which was the only reason it raised suspicion on my end. ***** to take my money but refuses to refund after 2 phone calls. Unacceptable given the one week notice provided by one of their tutors (how do I give a 30 day cancellation with a one week notice) and further being told that the tutor would be letting varsity know I was adversely affected. I want to be refunded my amount of ******* that Varsity has stolen without providing services. I'd have considered them for future tutoring, but not with this bait and switch behavior.Business Response
Date: 09/01/2023
******************************************************************************************** | www.varsitytutors.com
September 1, 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 August 25, 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
November 2022 in order to be matched with an online tutor. On November 22, 2022, ************ purchased
a Learning Membership for use on Varsitys platform, and executed the ***** on December 2, 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 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, 12 sessions were invoiced to Ms. ***** account by her tutor. On August 18,
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 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 *****. 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: 09/01/2023
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:08/24/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
This company lied about the available resources and miss led us at every turn. They are fraudulent liars and made nothing available to us that would be helpful. The company "talked" us into signing up for two memberships that were both over $1000. I have asked for a refund and am being denied for the second membership. I need a refund of $1039 and $1429 immediately so I can attempt to get test prep help from a reputable company! Refunds were promised, see screenshot, but never actually submitted.Business Response
Date: 08/30/2023
*** ** ****** ***** ***** *** * *** ****** ** ***** * *********************
August 30, 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 August 24, 2023.
This letter shall serve as Varsity’s response to the matters raised in the Complaint; however, please note
that the parties have already reached an amicable resolution that fully resolves any and all issues in the
Complaint.
By way of background, Varsity is a live learning platform that, among other things, seamlessly connects
experts and learners in any subject, anywhere, at any time. This includes connecting students with
tutoring, academic enrichment, and test-preparation needs with vetted, independently contracted tutors
and test instructors who provide those services directly to students (not Varsity) online, on dates and at
times agreed upon between them. Varsity’s platform also offers customers/students several different
choices for how to engage with tutors, instructors, experts, and professionals including one-on-one
(between one tutor and student), small group tutoring (between one tutor or instructor and a small group
of selected students), group courses (with one tutor or instructor leading a session with a large number of
participants), or combinations of the above. Customers/students of the platform can also get immediate,
live, one-on-one tutoring or instruction in more than 100 subjects in as little as 15 seconds by connecting
with a tutor through the Instant Tutoring feature on Varsity’s platform. In 2022, Varsity began a
subscription offering called Learning Memberships, which is a comprehensive solution that provides
multimodal learning services to help customers achieve their learning goals. As independent contractors,
the tutors, instructors, and experts who offer their services through the platform (in any capacity) have
their own materials, styles, and methods as indicated on every page of Varsity’s website
**********************).
In addition to the above, Varsity has expanded its offerings through its platform to include Professional
Certifications. The Professional Certifications offering connects customers/students with tutors and/or
instructors to assist in various professional certification tests (such as NCLEX or SHRM-SCP, among
others), in a one-on-one format or group format. As independent contractors, the tutors, instructors, and
experts who offer their services through the platform (in any capacity) have their own materials, styles,
and methods as indicated on every page of Varsity’s website.
Varsity highlights its policies on the website and attempts to set realistic expectations with the potential
customers/students who seek to be matched with a contracted tutor, instructor, or expert through Varsity’s
online platform. Varsity is transparent about its services and uses its Terms of Customer Accounts Use
(the “TOCAU”) to reinforce the process. In fact, the potential customers/students must review and sign
the TOCAU and acknowledge the policies before they ever engage in the services of a tutor through
Varsity’s platform. Varsity’s website is also critical in setting these expectations and explaining the
process and how it works, in addition to setting forth the terms of any guarantees, located at
***********************************************
Regarding Ms. ********* specifically and according to Varsity’s records, Ms. ********* first contacted
Varsity in August 2023 in order to be matched with an online tutor. On August 14, 2023, Ms. *********
purchased two (2) Learning Memberships for use on Varsity’s platform, and executed the TOCAU on
August 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. Ms. *********’s Learning Memberships were on a
month-to-month basis, and each Learning Membership would include 12 hours each month for use with
one-on-one tutoring through the platform. During the Learning Memberships, one (1) session was
invoiced to Ms. *********’s account by her tutor. On August 23, 2023, Ms. ********* indicated to
Varsity that she did not wish to continue with the Learning Memberships, and she preferred to cancel it
and receive a refund for the month which had already been paid. Ms. *********'s request was under
review at the time the Complaint was received, and the parties have 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,
****** *****
****** ********* *********
** ***** ******** * ** ***** ********
** ***************************Initial Complaint
Date:08/24/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I subscribed to a tutor membership for my stepson for $329 / month.
I called them to cancel my membership in June 2023.
They stopped charging me in June but they charged me again in July in August.
It's almost impossible to join them by phone and impossible to cancel the membership online.
I contacted my CC provider to block the charges from this company but it's still pending.Business Response
Date: 09/06/2023
Please see attached response.
Thank you!
*** ** ****** ***** ***** *** | St. Louis, MO 63105 | *********************
September 6, 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 August 24, 2023. This
letter shall serve as Varsity’s response to the matters raised in the Complaint; however, please note that
although Varsity’s attempts to make contact with *** ******* since its receipt of the Complaint have gone
unanswered, Varsity has provided what it believes to be an amicable resolution and remains further
willing to address any outstanding issues with *** *******.
By way of background, Varsity is a live learning platform that, among other things, seamlessly connects
experts and learners in any subject, anywhere, at any time. This includes connecting students with
tutoring, academic enrichment, and test-preparation needs with vetted, independently contracted tutors
and test instructors who provide those services directly to students (not Varsity) online, on dates and at
times agreed upon between them. Varsity’s platform also offers customers/students several different
choices for how to engage with tutors, instructors, experts, and professionals including one-on-one
(between one tutor and student), small group tutoring (between one tutor or instructor and a small group
of selected students), group courses (with one tutor or instructor leading a session with a large number of
participants), or combinations of the above. Customers/students of the platform can also get immediate,
live, one-on-one tutoring or instruction in more than 100 subjects in as little as 15 seconds by connecting
with a tutor through the Instant Tutoring feature on Varsity’s platform. In 2022, Varsity began a
subscription offering called Learning Memberships, which is a comprehensive solution that provides
multimodal learning services to help customers achieve their learning goals. As independent contractors,
the tutors, instructors, and experts who offer their services through the platform (in any capacity) have
their own materials, styles, and methods as indicated on every page of Varsity’s website
(*********************).
In addition to the above, Varsity has expanded its offerings through its platform to include Professional
Certifications. The Professional Certifications offering connects customers/students with tutors and/or
instructors to assist in various professional certification tests (such as NCLEX or SHRM-SCP, among
others), in a one-on-one format or group format. As independent contractors, the tutors, instructors, and
experts who offer their services through the platform (in any capacity) have their own materials, styles,
and methods as indicated on every page of Varsity’s website.
Varsity highlights its policies on the website and attempts to set realistic expectations with the potential
customers/students who seek to be matched with a contracted tutor, instructor, or expert through Varsity’s
Complaint # 20516705
Page 2
online platform. Varsity is transparent about its services and uses its Terms of Customer Accounts Use
(the “TOCAU”) to reinforce the process. In fact, the potential customers/students must review and sign
the TOCAU and acknowledge the policies before they ever engage in the services of a tutor through
Varsity’s platform. Varsity’s website is also critical in setting these expectations and explaining the
process and how it works, in addition to setting forth the terms of any guarantees, located at
https://*********************/guarantee-policy.
Regarding *** ******* specifically and according to Varsity’s records, *** ******* first contacted Varsity
in May 2023 in order to be matched with an online tutor. On May 23, 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, four (4) sessions were invoiced to *** *******’s account by her tutor. In June,
*** ******* contacted Varsity to request a cancellation of the Learning Membership, but ultimately chose
to pause the Learning Membership for 30-days rather than proceed with cancellation. Following the
previously-agreed upon pause, the Learning Membership resumed on July 24, 2023 (and subsequently
auto-renewed for an additional month on August 23, 2023), as set forth/agreed to in the TOCAU. Varsity
received no direct communication from *** ******* regarding her experience on the platform, and
Varsity was unaware of *** *******’s dissatisfaction until its receipt of the Complaint. 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 Varsity’s representatives regarding the issues raised in the Complaint,
although as of the date of this response no such call has been scheduled; nonetheless, Varsity has already
provided what it believes to be an amicable resolution and remains further willing to address any
outstanding issues with *** *******.
Please consider this Varsity’s response to the Complaint (which, at this time, Varsity considers to have
been resolved). Varsity is proud to be an affiliate of the BBB and values the relationship. If you have any
questions or comments, or would like to further discuss, please do not hesitate to contact me.
Regards,
****** *****
Senior Corporate Paralegal
p: ***** ******** * ** ***** ********
e: ***************************Initial Complaint
Date:08/22/2023
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.
Deceptive account management / billing practices
Signed up for tutoring online - tutor was using a false name and profile, not a subject matter expert, nor did he even know what he was tutoring me for. I attempted to cancel my online tutoring membership for the following month online, by calling, by engaging support bots. All avenues have failed, have been on hold for multiple hours every time I get routed to account management department.Business Response
Date: 08/28/2023
Please see attached response.
Thank you!
*** ** ****** ***** ***** *** | St. Louis, MO 63105 | *********************
August 28, 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 August 22, 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.
Regarding *** ***** specifically and according to Varsity’s records, *** ***** contacted Varsity on
August 8, 2023, in order to be matched with an online tutor. On that same day, *** ***** purchased a
Learning Membership for use on Varsity’s platform and executed the TOCAU. 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.
Complaint #20507854
Page 2
*** *****’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. On August 10, 2023, *** ***** was
matched with a profile of a tutor in accordance with his self-selected criteria, and subsequently met for an
online session via Zoom (i.e. not through Varsity’s platform) on August 12, 2023 (according to the
invoice that was submitted to *** *****’s account through the platform). Thereafter, Varsity received a
report from *** ***** that the tutor from whom he received services on August 12, 2023, was not the
same tutor with whom he believed he had been matched. Varsity conducted an inquiry into *** *****’s
claim, and determined that he had not experienced a satisfactory match through the platform, at which
point Varsity offered to match *** ***** with a different tutor and credit the used hours back to his
account (which *** ***** declined to pursue). Varsity strives to meet and exceed customer’s expectations
through the platform, and Varsity was disappointed that *** *****’s expectations were not met, including
as it relates to his efforts to cancel the Learning Membership as outlined in the Complaint. Accordingly,
Varsity’s Customer Experience manager personally contacted *** ***** to address the concerns outlined
in the Complaint (as well as his experience on the platform in general), and Varsity provided *** *****
with a resolution that was satisfactory to him. Varsity completed its internal follow up related to the
specifics of *** *****’s experience and the profile with which he had been matched and, based upon the
results of that follow up, took appropriate actions related thereto.
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,
******** ******
Associate General Counsel
** ***** ******** * ** ***** ********
** ***************************Initial Complaint
Date:08/22/2023
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.
On June 19 I started my tutoring sessions with varsity tutors in order to pass my ****** I was paying $179 monthly for the membership. The tutor continued to tutor me but did not mention that it would be an extra charge. I felt very misled by this, especially because they chose to charge me 2 months later. the day after my 60 day guarantee ends as well. They said it was "Supplemental Hours" that neither Varsity Tutors mentioned or the actual tutor mentioned to me. I also didn't get this charge until August 19th which I had finished my hours in July and cancelled the monthly subscription. I was randomly charged $1,253 which is a big charge that should have been mentioned when providing those hours—not done secretly to trick me. I feel as though I was misled and purposely tricked and charged an extra additional amount after the fact. I would like a refund on my money.Customer Answer
Date: 08/29/2023
Hello,
I have resolved the issue with Varsity Tutors and happy with the results. Varsity Tutors was understanding of the situation and refunded my money in full. If there is anyway I can add onto my complaint or send it as resolved. Thank you!
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