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:08/21/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
These have been on going issues since February 2023. Several phone calls each month have been made since then. Issues are resolved for the specific billing month and then occur in the next one.
- Billed twice each month. One is refunded; it is requested to stop the double billing completely.
- The incorrect amount is charged. Should be $215.20 not $269.00. Please sure the correct amount is charged each month.
- Varsity Tutors confirmed three times last month (July) that August would be a free month, and I was still charged. I have requested a refund and it hasn’t yet been received.
The people that have spoken to on the phone have really wanted to help, and have been professional and friendly. There has been issue with action by the relevant personnel to resolve the issues.
Besides the issues being resolved, I would like reassurance from Varsity Tutors that the system/ process for resolving problems is reviewed and action is taken to ensure quick resolution of customers’ problems in the future.
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 21, 2023 (and of
which Varsity was made aware 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 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 February 2022 in order to be matched with an online tutor. Ms. ****** made two (2) separate
purchases through Varsity’s platform (February 10, 2022; and February 18, 2022; respectively), and
executed one (1) TOCAU during that time as well. Between February 24, 2022 and February 17, 2023,
Ms. ****** received ongoing tutoring support from her tutor (according to the invoices submitted to Ms.
******’s account). On March 7, 2023, Ms. ****** converted her account to a Learning Membership for
use on Varsity’s platform, and executed the TOCAU on that same date. A Learning Membership entitles
customers to a set number of live one-on-one tutoring hours per month on a recurring monthly basis, in
addition to enrollment in certain live classes through Varsity’s platform, among other benefits. Ms.
******’s Learning Membership was for a period of 12 months, and would include four (4) hours each
month for use with one-on-one tutoring through the platform. During the Learning Membership, 17
sessions were invoiced to Ms. ******’s account by her tutor. Varsity became aware of the issues outlined
in the Complaint on or around August 14, 2023, following contact by Ms. ******, and began reviewing
Ms. ******’s account and working toward a resolution at that time. Accordingly, at the time the
Complaint was received, Varsity was already in communication with Ms. ******, and ultimately chose to
provide a resolution that was satisfactory to her (and Varsity will continue to review and monitor its
internal processes as necessary going forward).
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:08/19/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I found an ad for varsity tutors on 7/21/23. I was then called and agreed to 8 hours. Anytime I viewed the mange my membership tab the upcoming billing date did not have a date but instead said null. I then was under the impression that I was not on a recurring billing. My last session was on 8/16/23 and I informed my tutor that I would not be purchasing more hours. I then received another charge on 8/19/23. I reached out to Varsity Tutors informing them this information, that my test date was near, and that I would like a refund. I was told that due to the terms of use that a refund was not possible. If I don’t plan to use the 8 hours I was charged with because they were not needed then how is a refund not possible ?Business Response
Date: 08/30/2023
*** ** ****** ***** ***** *** * *** ****** ** ***** * *********************
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 19, 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 19, 2023, Ms. ***** purchased a Learning
Membership for use on Varsity’s platform, and executed the TOCAU on July 21, 2023. A Learning
Membership entitles customers to a set number of live one-on-one tutoring hours per month on a
recurring monthly basis, in addition to enrollment in certain live classes through Varsity’s platform,
among other benefits. Ms. *****’ Learning Membership was 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. *****’ account by her tutor. On August 19,
2023, the Learning Membership auto-renewed for an additional month as set forth/agreed to in the
TOCAU. That same day, 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. 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,
****** ***** ****** ********* ********* ** ***** ******** * ** ***** ********
** ***************************Initial Complaint
Date:08/17/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I set up a month-to-month with Varsity Tutors to help my son with his finals (March and April). My son only used the tutor March and 1st part of April. They replaced the tutor because of some scheduling conflicts and the availability of the previous tutor. School ended in May. My credit card has been billed monthly. My payments are auto-drafted for my credit card. I did not realize Varsity Tutors was charging me monthly. March-August. I called and spoke to a really nice person name *** and she was able to confirm we had not used the services and placed a ticket for credit for 4 months of $369.00 for each month. I received an email from Varsity Tutors advising they had canceled my membership with no acknowledgment of my credit. I reached out to ask about my credit and received a response because of TOU it is denied. I asked for the number to corporate and was advised by ****** they are unable to give out that information or ways to contact the corporate office.Customer Answer
Date: 08/21/2023
The business has made contact with me and credit my account back to my satisfaction. Thank you for your partnershipInitial Complaint
Date:08/17/2023
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 June of 2023, I signed my daughter up for online tutoring through Varsity Tutors. I agreed to the $589/mo for 3 months of 8 hours per month plan. In June, she used 8 hours. In July, she used 8 hours. On 8/1, she had a 2 hour tutoring session that Varsity Tutors applied as an overcharge because they hadn't updated her 8 hour month allotment until 8/7. On 8/7, I was charged for the extra 2 hours. I repeatedly requested the error be fixed but was told by *************************** (who said he was the account manager) via live chat on 8/17 that the overcharge would not be credited. My daughter's last 2 hour session is next week and then she's done. Her tutor referenced her 'final session' in his email to me on 8/16. That would leave a 2 hour balance for August, as it currently sits at 4 hours. I simply asked for them the move 2 hours from her balance and apply it the the overcharge on 8/7, but was again told no. I signed up for 8 hours a month and that's exactly what my daughter has used. I never requested anything additional, nor agreed to such. My daughter is a minor and could not have agreed to more time. She didn't request more or use more. I'm simply asking for the overcharge of $147.25 to be refunded as we didn't request or use the 2 extra hours I was charged for.Customer Answer
Date: 08/18/2023
Situation resolved - please cancel complaint, thank youInitial Complaint
Date:08/16/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I utilized the services of Varsity Tutors during Spring 2023 for my son. At the end of the school year (June 2023), I cancelled the service and we have not worked with them since. I noticed I was charged $309 on August 4 2023 although no additional services were undertaken. I called Varsity Tutors to address the matter and they acknowledged that the services had been cancelled during the Spring and that the charge was an error. They claimed the charge would be reversed within 2-3 days. No refund has been issued, despite my having called 2 more times. Each time, the company assures me the refund will happen imminently. After seeing the many issues on the BBB re: Varsity Tutors and billing problems, I want to address this proactively and quickly. I simply want the refund to occur immediately.Business Response
Date: 08/22/2023
Please see attached response.
Thank you!
******************************************************************************************** | www.varsitytutors.com
August 22, 2023
Better Business Bureau
******************************** 2060
*********, ** 63105
Re: Complaint #******** (the Complaint) *********************************** (********************)
Varsity Tutors LLCs (Varsity) Response to the Complaint
Dear Sir or Madam:
Varsity is in receipt of the Complaint (as defined above) filed by ******************** on August 16, 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 February 2023 in order to be matched with an online tutor. On February 4, 2023, ********************
purchased a Learning Membership for use on Varsitys platform, and executed the ***** on February
8, 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.
Between February 2023 and June 2023, 16 sessions were invoiced to ********************** account by her tutor.
On May 23, 2023, ******************** indicated to Varsity that she wished to cancel the learning membership,
and the cancellation was granted. On August 4, 2023, ********************** account was erroneously billed for
an additional month, and Varsity has 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: 08/30/2023
Thank you for your assistance with the resolution of this matter. Varsity Tutors did in fact issue a refund following your involvement in the situation. Many thanks!Initial Complaint
Date:08/16/2023
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 a six month subscription. At the end of the period they auto-renewed my subscription without sending me any notice. I called to cancel and they claimed my request would have to be approved. I filed a dispute with my credit card after two weeks of trying to resolve the issue with this company. They finally issued the credit but then a month later charged my credit card again. I went through the same process again and was refunded. This is the third month since this happened and they charged my credit card once again. Either their customer service representatives are lying to me or they have no way to stop billing a customer that wants to stop using their service.Business Response
Date: 08/24/2023
Please see attached response.
Thank you!
*** ** ****** ***** ***** *** | St. Louis, MO 63105 | *********************
August 24, 2023
Better Business Bureau
200 S. Broadway, Ste. 2060
St. Louis, MO 63105
Re: 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 16, 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 April 2018 in order to be matched with an online tutor. *** ********* made five (5) separate
purchases through Varsity’s platform (April 4, 2018; June 7, 2018; November 11, 2018; April 10, 2021;
and October 29, 2021; respectively), and executed five (5) TOCAUs during that time as well. Between
April 13, 2018, and November 16, 2022, *** ********* received ongoing tutoring support from his tutor
(according to the invoices submitted to *** *********’s account). On November 18, 2022, *** *********
purchased a Learning Membership for use on Varsity’s platform, and executed the TOCAU on November
30, 2022. A Learning Membership entitles customers to a set number of live one-on-one tutoring hours
per month on a recurring monthly basis, in addition to enrollment in certain live classes through Varsity’s
platform, among other benefits. *** *********’s Learning Membership was for a period of six (6)
months, and would include four (4) hours each month for use with one-on-one tutoring through the
platform. During the Learning Membership, seven (7) sessions were invoiced to *** *********’s account
by his tutor. On May 16, 2023, the Learning Membership auto-renewed for an additional six (6) months
as set forth/agreed to in the TOCAU. On June 16, 2023, *** ********* indicated to Varsity that he did not
wish to continue with the Learning Membership for the remainder of the term, and he preferred to cancel
it and receive a refund for the month which had already been paid. On August 16, 2023, the same date the
Complaint was filed, *** ********* indicated to Varsity that he believed he had been erroneously billed
after the Learning Membership was canceled, and requested a refund. Upon review of *** *********’s
account Varsity worked with *** ********* to reach his desired resolution.
Please consider this Varsity’s response to the Complaint (which, at this time, Varsity considers to have
been resolved). Varsity is proud to be an affiliate of the BBB and values the relationship. If you have any
questions or comments, or would like to further discuss, please do not hesitate to contact me.
Regards,
****** *****
Senior Corporate Paralegal
** ***** ******** * ** ***** ********
** ***************************Initial Complaint
Date:08/15/2023
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 called varsity tutors to help me upskill for my job. They promised they would find someone that was a subject matter expert to aid me in this task and promised this was the right solution/learning tool for me. It was likely a 30 minute conversation promising me that varsity tutors has knowledgeable experts to help me solve this problem and upskill me. I was asked to pay up front. I signed up for an on demand tutor that day. Unfortunately after my session, I was left dissatisfied as it was not what I had anticipated. I called the hotline and also chatted with someone who was going to help me cancel my membership, which was less than one hour after I signed up. Varsity Tutors refused to give me a refund. I received an email detailing that my membership was cancelled on June 9, 2023.
Varsity Tutors is misleading and will spend hours with you on the phone talking in circles and ultimately refusing to provide you with a refund.Business Response
Date: 08/22/2023
Please see attached response.
Thank you!
*** ** ****** ***** ***** *** | St. Louis, MO 63105 | *********************
August 22, 2023
Better Business Bureau
200 S. Broadway, Ste. 2060
St. Louis, MO 63105
Re: 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 15, 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 ***** ** ********, 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
https://*********************/guarantee-policy.
Regarding *** ********* specifically and according to Varsity’s records, *** ********* first contacted
Varsity in June 2023 in order to be matched with an online tutor. On June 8, 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. On
the first day of the Learning Membership, a 15-minute instant session was invoiced to *** *********’s
account by a tutor with whom she connected via the Instant Tutoring feature on Varsity’s platform. Upon
conclusion of the Instant Tutoring session, *** ********* indicated to Varsity that she did not wish to
continue with the Learning Membership, and she preferred to cancel it and receive a refund for the month
which had already been paid. While the request for cancellation of the Learning Membership was granted,
the request for refund was initially denied pursuant to the terms set forth in the TOCAU. 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
** ***** ******** * ** ***** ********
** ***************************Initial Complaint
Date:08/15/2023
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 July 15th I called Varsity Tutors and cancelled my monthly contract. My phone records show my call lasted 4 min 40 seconds. I told the rep that my class would end prior to my next monthly billing date. However, because I had used 3 hours more than I paid for, I asked how I could pay for them. I stated clearly no hours would be needed past the next billing date and this is why I was canceling. The rep told me my excess hours would be deducted from my next month's charge. The monthly charge was $369. I had enough money in my bank account to pay that $369. On Aug 12th I received a text from my bank that, due to non sufficient funds, they blocked a charge for $645.75 from Varsity Tutors. The monthly charge for 4 tutoring hours is $369.I made numerous attempts to get Varsity Tutors to reduce my bance to $369 so I could pay them. They refused. I offered to send a cashier's check for $369. They told me they would only return my check. They said they will attempt payment from bank again. It will not go through as I canceled the card. They told me to allow them to take the $645.75 and if a credit was due, they would make the adjustment. That is unacceptable.Customer Answer
Date: 08/16/2023
Varsity Tutors have resolved my issue. To repeat information provided in my initial complaint, the Tutors are fantastic. One suggestion I have is, when a customer expesses dissatisfaction regarding billing so intense that they mention contacting the BBB, escalate the issue to ***************************** at that time. In order words, additional training on when to escalate complaints is needed. Thank you.Initial Complaint
Date:08/12/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We were happy customers when Varsity Tutors allowed families to purchase a "bank" of hours. Then, in January of 2023, we finished all of our bank of hours and they told us that we had to move to a monthly membership. I had reservations, but agreed to switch to the 8 hours per month plan. Since then, we've had issue after issue with incorrect billing, over billing, and an inability to get a response from the company. We love our tutors, so we tried to make it work. Well, today I just called to cancel the service because the stress of keeping track of the hours and fear of being overbilled by hundreds of dollars just became too stressful. So I called to cancel and was informed that I was on a 12-month subscription and could not cancel. They said I accepted these terms, which is a lie, and they tried to get me to agree to a $49 a month plan. I went online to review the contact and as I told them, my signature is not on any contact because I was never told it was a 12 month subscription. I will now need to look at our credit card statement and dispute their charges each month. All I want is to cancel, and now I'm going to be disputing charges each month for the rest of the year. I used to refer Varsity Tutors to friends and family. I'm so sad that their business practices have turned predatory and they will not allow me to cancel my membership.Business Response
Date: 08/21/2023
Please see the attached response.
Thank you!
*** ** ****** ***** ***** *** * *** ****** ** ***** * *********************
August 21, 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 August 12, 2023 (and of
which Varsity was made aware on August 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
(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
September 2021 in order to be matched with an online tutor. On September 10, 2021, Mr. **** purchased a
package of hours for use on Varsity’s platform, and executed a TOCAU on that same date . Between
September 15, 2021, and January 4, 2023, Mr. **** received ongoing tutoring support from his tutor
(according to the invoices submitted to Mr. ****’s account) On January 4, 2023, Mr. **** converted the
account to a Learning Membership for use on Varsity’s platform, and executed an additional TOCAU on
January 10, 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 for a period of 12 months,
and would include eight (8) hours each month for use with one-on-one tutoring through the platform.
During the Learning Membership, 57 sessions were invoiced to Mr. ****’s account by his tutor. On August
12, 2023, Mr. **** indicated to Varsity that he did not wish to continue with the Learning Membership and
he preferred to cancel it. At the time of Varsity’s receipt of the Complaint, Varsity had already been in
contact with Mr. **** 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:08/12/2023
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.
Recurring charges continued for at least 3 months (so far) after cancelation.Business Response
Date: 08/24/2023
Please see attached response.
Thank you!
*** ** ****** ***** ***** *** | St. Louis, MO 63105 | *********************
August 24, 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 12, 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 ***** or ********, 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
******************************guarantee-policy.
Regarding *** ********** specifically and according to Varsity’s records, *** ********** first contacted
Varsity in April 2023 in order to be matched with an online tutor. On April 12, 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. *** **********’ Learning Membership was on a month-to-month basis,
and initially included eight (8) hours each month (and was later reduced to four (4) hours each month) for
use with one-on-one tutoring through the platform. During the Learning Membership, 10 sessions were
invoiced to *** **********’ account by his tutor (two (2) of which were invoiced as “no shows,” as set
forth/agreed to in the TOCAU). In June, *** ********** 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 recently auto-renewed. Both requests were granted. On August 12, 2023, *** **********
indicated to Varsity that had been erroneously assessed charges for subsequent months following the
cancellation.Upon review of *** **********’ account, Varsity provided an amicable resolution that was
satisfactory to him.
Please consider this Varsity’s response to the Complaint (which, at this time, Varsity considers to have
been resolved). Varsity is proud to be an affiliate of the BBB and values the relationship. If you have any
questions or comments, or would like to further discuss, please do not hesitate to contact me.
Regards,
****** *****
Senior Corporate Paralegal
** ***** ******** * ** ***** ********
** ***************************Customer Answer
Date: 09/02/2023
Complaint was resolved
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