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:08/11/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Varsity Tutors fraudulently re-charge me for hours of tutoring that I had not signed up for. When I called them to complain, they told me the membership automatically renews. I was never told that when I signed up and I had only signed up for a certain number of hours. After the hours finished, we knew, and the tutor knew when everybody knew that the tutoring sessions are finished. However, they charge me for another entire month of tutoring that I had not signed up for. They refused to reimburse me for it. This is fraudulent and I was never notified of this before. I had used them for over 10 years and I had never dealt with this. This is a new policy that they have put into affect, and they never notified me or told me about it when we signed up for it .
Business Response
Date: 08/21/2023
Please see attached response.
Thank you!
*** ** ****** ***** ***** *** | St. Louis, MO 63105 | *********************
August 21, 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 11, 2023. This
letter shall serve as Varsity’s response to the matters raised in the Complaint; however, please note that the
parties have already reached an amicable resolution that fully resolves any and all issues in the Complaint.
By way of background, Varsity is a live learning platform that, among other things, seamlessly connects
experts and learners in any subject, anywhere, at any time. This includes connecting students with
tutoring, academic enrichment, and test-preparation needs with vetted, independently contracted tutors
and test instructors who provide those services directly to students (not Varsity) online, on dates and at
times agreed upon between them. Varsity’s platform also offers customers/students several different
choices for how to engage with tutors, instructors, experts, and professionals including one-on-one
(between one tutor and student), small group tutoring (between one tutor or instructor and a small group
of selected students), group courses (with one tutor or instructor leading a session with a large number of
participants), or combinations of the above. Customers/students of the platform can also get immediate,
live, one-on-one tutoring or instruction in more than 100 subjects in as little as 15 seconds by connecting
with a tutor through the Instant Tutoring feature on Varsity’s platform. In 2022, Varsity began a
subscription offering called Learning Memberships, which is a comprehensive solution that provides
multimodal learning services to help customers achieve their learning goals. As independent contractors,
the tutors, instructors, and experts who offer their services through the platform (in any capacity) have
their own materials, styles, and methods as indicated on every page of Varsity’s website
(www.varsitytutors.com).
In addition to the above, Varsity has expanded its offerings through its platform to include Professional
Certifications. The Professional Certifications offering connects customers/students with tutors and/or
instructors to assist in various professional certification tests (such as ***** ** ********, among
others), in a one-on-one format or group format. As independent contractors, the tutors, instructors, and
experts who offer their services through the platform (in any capacity) have their own materials, styles,
and methods as indicated on every page of Varsity’s website.
Varsity highlights its policies on the website and attempts to set realistic expectations with the potential
customers/students who seek to be matched with a contracted tutor, instructor, or expert through Varsity’s
online platform. Varsity is transparent about its services and uses its Terms of Customer Accounts Use
(the “TOCAU”) to reinforce the process. In fact, the potential customers/students must review and sign
Complaint # ********
Page 2
the TOCAU and acknowledge the policies before they ever engage in the services of a tutor through
Varsity’s platform. Varsity’s website is also critical in setting these expectations and explaining the
process and how it works, in addition to setting forth the terms of any guarantees, located at
***********************************************
Regarding *** ****** specifically and according to Varsity’s records, *** ****** has been a customer on
Varsity’s platform since December 18, 2013, 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),
on May 11, 2023, *** ****** purchased a Learning Membership for use on Varsity’s platform, and
executed a additional TOCAU on May 19, 2023. A Learning Membership entitles customers to a set
number of live one-on-one tutoring hours per month on a recurring monthly basis, in addition to
enrollment in certain live classes through Varsity’s platform, among other benefits. Ms. Bijari’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, 18 sessions were invoiced to
*** ******** account by her tutor. The Learning Membership auto-renewed for an additional month on
June 11, 2023; July 11, 2023; and August 11, 2023; respectively, as set forth/agreed to in the TOCAU
(and the requisite eight (8) hours per month were available on the account for use during that time). At the
time of Varsity’s receipt of the Complaint, Varsity had already been in communications with Ms. Bijari,
who indicated 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. Varsity contacted *** ****** upon its receipt of the Complaint and
ultimately chose to provide a resolution that was satisfactory to her.
Please consider this Varsity’s response to the Complaint (which, at this time, Varsity considers to have
been resolved). Varsity is proud to be an affiliate of the BBB and values the relationship. If you have any
questions or comments, or would like to further discuss, please do not hesitate to contact me.
Regards,
****** *****
Senior Corporate Paralegal
p: ***** ******** * ** ***** ********
e: ***************************Customer Answer
Date: 08/29/2023
The business ( varsity tutors) contacted me and agreed to reimburse me the money they had fraudulently charged me. So I am satisfied with this response. Thank you for your helpInitial Complaint
Date:08/11/2023
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.
Signed up for a 6 month membership which expired in May. I spoke to a representative on May 1st to cancel my membership based on the terms of the contract to ensure they didn’t continue to draft my account.
They advised me to place my account on hold since my daughter wasn’t going to need tutoring over the Summer and was unsure if my daughter would need help the next school year.
They ensured me my account would not be drafted. On July 15th they took a payment without my consent.
I identified this on July 28th when I checked my credit card balance and notified them immediately. I explained the situation and told her my daughter doesn’t start school until August and will not know if she needed the service until September. I asked for a refund and was told I would receive.
On July 29th I received an email stating on was ineligible for a refund. I then sent a text explaining I was already promised a refund and they responded allow 7-10 business days.
I contacted again on on August 7th and was told via text that an email was sent on the 29th that I was ineligible. I then called and spoke to a representative by the name ******** and stated he would need time to research and get back to me later that day. I never received a call back.
I called back on August 8th and spoke to another representative who advised it had been escalated and allow 24 to 48 hours.
Still no response so I called again on August 10th and advised by yet another Representative it will now take 5 days for a response.
My last call was today, August 11th , and spoke to Devin. I requested to cancel my membership since I’m getting the run around and asked him the status of my refund. He then tells me I will have to wait another 5 days!!!
I received confirmation email that they did cancel my membership and yet another email stating I’m ineligible for a refund.
I am beyond frustrated and looking for resolution.Business Response
Date: 08/23/2023
Please see attached response.
Thank you!
*** ** ****** ***** ***** *** | St. Louis, MO 63105 | *********************
August 23, 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 11, 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://************************************** .
Regarding *** **** specifically and according to Varsity’s records, *** **** first contacted Varsity in
October 2022 in order to be matched with an online tutor. On October 12, 2022, *** **** purchased a
Learning Membership for use on Varsity’s platform, and executed the TOCAU on October 17, 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. Hood’s Learning Membership was initially for a period of 12 months (and was
later reduced to six (6) months at Ms. Hood’s request), and would include four (4) hours each month for
use with one-on-one tutoring through the platform. During the Learning Membership, 26 sessions were
invoiced to Ms. Hood’s account by her tutor (of which 10 were invoiced as “no shows,” as set
forth/agreed to in the TOCAU). In May, *** **** contacted Varsity to request a cancellation of the
Learning Membership, but ultimately chose to pause the Learning Membership for 60-days rather than
proceed with cancellation. The Learning Membership resumed on July 15, 2023, following the
previously-agreed upon pause and as set forth/agreed to in the TOCAU.
On August 11, 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
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
p: ***** ******** * ** ***** ********
e: ***************************Customer Answer
Date: 08/23/2023
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:08/11/2023
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’d initially signed up for 16 hours of tutoring which is their biggest package for $1,299. This was all done over the phone with one of their employees and I remember asking if this was a ONE TIME payment and he said this is all I had to pay. Come august 5, and I see another $1,299 is being taken out of my account and when I call to have that amount refunded because I had never asked for more hours they tell me they can’t give a refund. They supposedly “escalate” it and still reject my request even though I am telling me I won’t be using those hours because I do not need them. They’re support team are no help all they said to me was that they can’t help and to use up those hours by the end of the month or I’ll lose them. I know they’re purposely leaving out information to their clients for this specific reason and it’s disgusting to see them taking advantage of people like this.Business Response
Date: 08/21/2023
Please see attached response.
Thank you!
*** ** ****** ***** ***** *** * *** ****** ** ***** * *********************
August 21, 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 11, 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 ***** ** ********, among
others), in a one-on-one format or group format. As independent contractors, the tutors, instructors, and
experts who offer their services through the platform (in any capacity) have their own materials, styles,
and methods as indicated on every page of Varsity’s website.
Varsity highlights its policies on the website and attempts to set realistic expectations with the potential
customers/students who seek to be matched with a contracted tutor, instructor, or expert through Varsity’s
online platform. Varsity is transparent about its services and uses its Terms of Customer Accounts Use
(the “TOCAU”) to reinforce the process. In fact, the potential customers/students must review and sign
Complaint # ********
Page 2
the TOCAU and acknowledge the policies before they ever engage in the services of a tutor through
Varsity’s platform. Varsity’s website is also critical in setting these expectations and explaining the
process and how it works, in addition to setting forth the terms of any guarantees, located at
***********************************************
Regarding *** ********* specifically and according to Varsity’s records, *** ********* first contacted
Varsity in July 2023 in order to be matched with an online tutor. On July 5, 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 16 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 her tutor. On
August 5, 2023, the Learning Membership auto-renewed for an additional month as set forth/agreed to in
the TOCAU. On August 7, 2023, *** ********* indicated to Varsity that she did not wish to continue
with the Learning Membership, and she preferred to cancel it and receive a refund for the month which
had already been paid. While the request for cancellation of the Learning Membership was granted, the
request for refund was initially denied pursuant to the terms set forth in the TOCAU. Varsity contacted
*** ********* upon its receipt of the Complaint and ultimately chose to provide a resolution that was
satisfactory to her.
Please consider this Varsity’s response to the Complaint (which, at this time, Varsity considers to have
been resolved). Varsity is proud to be an affiliate of the BBB and values the relationship. If you have any
questions or comments, or would like to further discuss, please do not hesitate to contact me.
Regards,
****** *****
Senior Corporate Paralegal
p: ***** ******** * ** ***** ********
e: ***************************Customer Answer
Date: 08/21/2023
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ** ********, and find that this resolution is satisfactory to me.
Sincerely,
**** *********Initial Complaint
Date:08/10/2023
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.
We spoke to them on the phone and chose to do one month at $309 in April 8, 2023. We did that. It was not discussed that this would be a monthly charge, it was a one time fee which we paid. We noticed that we were charged for 5 months of $309 after that with no email, no text, no phone call saying that this charge was taking place. This is very deceptive when we were under the impression that this was a one time charge not a monthly subscription. We called and explained this and they said they will not refund any money that was taken even though we did not use the service but one time.Business Response
Date: 08/16/2023
Please see attached response.
Thank you!
******************************************************************************************** | www.varsitytutors.com
August 16, 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 10, 2023 (and of
which Varsity was made aware on August 11, 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 *****) 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, ******, first
contacted Varsity in March 2023 in order to be matched with an online tutor. On March 8, 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. Sheryls 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 Sheryls account by her tutor. The Learning
Membership auto-renewed for an additional month on April 8, 2023; May 8, 2023; June 8, 2023; July 8,
2023; and August 8, 2023, respectively - as set forth/agreed to in the ***** (and the requisite four (4)
hours per month were available on the account for use during that time). On August 10, 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 *****. Upon receipt of the Complaint, Varsity contacted ****************** via
email and 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 the Pauwels.
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: 08/17/2023
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:08/09/2023
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 paid for my sister to get tutoring,
First session 8/2/23 tutor the tutor changed selected time without asking.
Tutor came 2 minutes late to every meeting. I am charged extra if it goes overtime.
When signing up I specifically said my sister needs two, 2 hour tutoring sessions a day this was assured to me that this could be done. After charging my card, the timeslots I indicated for multiple times a day was not available and the tutor changed the tutoring times multiple times at the last minute forcing my sister to work during inconvenient hours that she said she was NOT able to.
I reached out to Varsity multiple times via multiple avenues, calling, texting, email and no one responded to me.
My sister specifically said she needed a tutor that can visually show her the information and the tutor she was assigned did not accommodate this but instead only lectured.
Felt like the tutor was not prepared for lessons because she used the same questions they went over multiple times for multiple sessions, wasted time looking for questions, spent time on things that was not what we wanted her to explain. Varsity said they would get another tutor, one was never assigned. I reached out to Varsity multiple times to speak to management and management never responded to me.
I asked for a full refund and they did not refund me my full amount despite the tutor not listening to my sister, wasting time, and made my sister feel insecure about her ability because she did not tutor her the way that was requested and changed my tutoring times at the last minute MORE THAN ONCE.Business Response
Date: 08/16/2023
Please see attached response.
Thank you!
*** ** ****** ***** ***** *** | St. Louis, MO 63105 | *********************
August 16, 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 9, 2023 (and of
which Varsity was made aware on August 10, 2023). This letter shall serve as Varsity’s response to the
matters raised in the Complaint; however, the parties have already reached an amicable resolution that
fully resolves any and all issues in the Complaint.
By way of background, Varsity is a live learning platform that, among other things, seamlessly connects
experts and learners in any subject, anywhere, at any time. This includes connecting students with
tutoring, academic enrichment, and test-preparation needs with vetted, independently contracted tutors
and test instructors who provide those services directly to students (not Varsity) online, on dates and at
times agreed upon between them. Varsity’s platform also offers customers/students several different
choices for how to engage with tutors, instructors, experts, and professionals including one-on-one
(between one tutor and student), small group tutoring (between one tutor or instructor and a small group
of selected students), group courses (with one tutor or instructor leading a session with a large number of
participants), or combinations of the above. Customers/students of the platform can also get immediate,
live, one-on-one tutoring or instruction in more than 100 subjects in as little as 15 seconds by connecting
with a tutor through the Instant Tutoring feature on Varsity’s platform. In 2022, Varsity began a
subscription offering called Learning Memberships, which is a comprehensive solution that provides
multimodal learning services to help customers achieve their learning goals. As independent contractors,
the tutors, instructors, and experts who offer their services through the platform (in any capacity) have
their own materials, styles, and methods as indicated on every page of Varsity’s website
(www.varsitytutors.com).
In addition to the above, Varsity has expanded its offerings through its platform to include Professional
Certifications. The Professional Certifications offering connects customers/students with tutors and/or
instructors to assist in various professional certification tests (such as ***** ** ********* among
others), in a one-on-one format or group format. As independent contractors, the tutors, instructors, and
experts who offer their services through the platform (in any capacity) have their own materials, styles,
and methods as indicated on every page of Varsity’s website.
Varsity highlights its policies on the website and attempts to set realistic expectations with the potential
customers/students who seek to be matched with a contracted tutor, instructor, or expert through Varsity’s
online platform. Varsity is transparent about its services and uses its Terms of Customer Accounts Use
(the “TOCAU”) to reinforce the process. In fact, the potential customers/students must review and sign
Complaint # ********
Page 2
the TOCAU and acknowledge the policies before they ever engage in the services of a tutor through
Varsity’s platform. Varsity’s website is also critical in setting these expectations and explaining the
process and how it works, in addition to setting forth the terms of any guarantees, located at
***********************************************
Regarding *** ***** specifically and according to Varsity’s records, *** *****’s sister and Varsity’s
client (as well as the account holder), *********, first contacted Varsity in August 2023 in order to be
matched with an online tutor. On August 1, 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 24 hours each month for use
with one-on-one tutoring through the platform. During the Learning Membership, three (3) sessions were
invoiced to *********’s account by her tutor. On August 4, 2023, ********* indicated to Varsity that she did
not believe the tutor with whom she had been matched (based on *********’s self-selected criteria) was a
good fit and she did not wish to continue with the Learning Membership, and made a request to cancel it
and receive a refund for the hours which had already been paid. Varsity received *** *****’s Complaint at
the same time it was reviewing *********’s request; accordingly, at the time the Complaint was received,
Varsity was already communicating with ********* and the parties ultimately reached an amicable
resolution. Varsity remains further willing to address any outstanding issues with *********’s sister, Ms.
Jacob.
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:08/09/2023
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.
**** was told by Varsity Tutors that billing would end in May 2023, the end of the school year. Our bank informed us that Varsity Tutors had taken money for June and July. I asked Varsity Tutor for a refund for these two months and they refused. No services were used for these months being told the services ended at the end of the school year.Business Response
Date: 08/16/2023
Please see attached response.
Thank you!
*** ** ****** ***** ***** *** | St. Louis, MO 63105 | *********************
August 16, 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 9, 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 ***** 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
***********************************************
Regarding *** ****** specifically and according to Varsity’s records, *** ******’s son, and Varsity’s
client (as well as the account holder), **** *******, first contacted Varsity in April 2022 in order to be
matched with an online tutor. **** made two (2) separate purchases through Varsity’s platform (April 5,
2022, and December 7, 2022, respectively). Between April 7, 2022 and December 20, 2022, **** received
ongoing tutoring support from his tutor (according to the invoices submitted to ****** account). On March
26, 2023, **** purchased a Learning Membership for use on Varsity’s platform. A Learning Membership
entitles customers to a set number of live one-on-one tutoring hours per month on a recurring monthly
basis, in addition to enrollment in certain live classes through Varsity’s 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, nine (9)
sessions were invoiced to ****** account by his tutor. The Learning Membership auto-renewed for an
additional month on April 26, 2023; May 26, 2023; June 26, 2023; and July 26, 2023 respectively, as set
forth/agreed to in the TOCAUs **** executed in connection with his purchases (and the requisite four (4)
hours per month were available on the account for use during that time). On August 9, 2023, *** ******
contacted Varsity on behalf of **** and indicated to Varsity that they did not wish to continue with the
Learning Membership, and they preferred to cancel it and receive a refund for the months which had
already been paid. Upon receipt of the Complaint, Varsity contacted **** via email (as **** was the
account holder and Varsity’s client) and provided a link that he and/or *** ****** 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 the *********
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: 08/22/2023
Complaint: ********
I am rejecting this response because:
Again **** was told by the Varsity representative that no payment was required after 26 May 2023.Classes were completed 25 May 2023 so we assumed the account was closed peer the Varsity representative and we’re surprised when the bank informed us that Varsity was still deducting funds from the account.I wish to that BB for their efforts on our behalf and we will use other means to resolve this manner.
thank you,
Sincerely,
Joe MahonyBusiness Response
Date: 08/28/2023
Dear Sir or Madam:
Varsity is in receipt of the Follow Up Communication (as defined above), which was in response to Varsity’s
August 16, 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 but remains further willing to discuss any outstanding issues with Mr.
Mahony.
As communicated in Varsity’s Reply to the Complaint, Varsity notified *** ****** upon receipt of the
Complaint that his Learning Membership was canceled and a refund for the amount requested had been
honored. In response to *** ******’s indication in the Follow Up Communication that he had not been
granted the refund requested in the Complaint, Varsity took the steps necessary to resolve the outstanding
concerns set forth in the Follow Up Communication (and, accordingly, considers the matter to be resolved at
this time). To the extent there are outstanding issues to resolve, *** ****** is welcome to indicate so that the
parties may further work toward a separate 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:08/09/2023
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 Varsity Tutors experience started in 11/2018. I have 3 school aged children & was referred to this company by an independent tutor. The issue began with Covid & all the educational challenges that brought. The kids were being home schooled & we needed Varsity Tutors less often. I spoke with someone on 8/16/21 regarding my hours expiring and was told that due to Covid, they would be extending my hours through 8/16/23 which was great. Then, on 2/17/22 I went to log in & saw that they were expired again. I called & spoke with ************** said they were extending the hours for me through 8/16/23 like it was supposed to be. We used hours on 5/17/22 right before school got out & didn't need them again until 10/4/2022 which is when I see again that the hours are expired. I called and spoke with ****** who understood my frustration & helped me by extending them through 10/3/23. I did have to pay another $85 for 1 hour as she said that this was the only way to reinstate ****** hours & 46 minutes on her end. (That is a lot of hours I have paid for that just kept expiring). I have no doubt that had it not been for ************ school we would have used these hours up long ago between all 3 of my children. I go to sign in to my account a few weeks ago to get my senior son some SAT prep and see that once again, my hours have expired before I was told they would. I have called them 3 separate times (7/17/23-spoke to *****, 7/25/23-spoke to ******, 7/26/23-spoke to ******) to try to get a resolution and keep being told it will be escalated to management. All I keep getting is an automated email message stating that my hours have expired due to my contract terms. Apparently, if you don't log in often enough, they will automatically expire which is crazy because you pay for these hours & should be able to use them as you need them. All I am asking for is to be given what I was told on 3 different occasions-which is that my 42 hours & 46 min be extended through 10/3/23.Customer Answer
Date: 08/09/2023
Depending on how long it takes to solve this issue, I would like the hours to be extended by 2 months from the date of the resolution.Customer Answer
Date: 08/14/2023
Update: 8/14/23. Spoke with Varsity Tutors representative, ***************************. She was very helpful & efficient in solving my issue with my expired hours. I am very happy with the resolution she provided me.Initial Complaint
Date:08/09/2023
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 hired Varsity Tutors to help me prep for the LSAT. I intended to sign up for one month of tutoring and I informed everyone I spoke with at Varsity Tutors of my August 12, 2023 test date. I was automatically charged on August 7, 2023 for a second month. Since I have no purpose for a second month, I emailed to cancel. The response I received informed me that it was my obligation to cancel 7 days prior to the auto renewal date. I have tried to reach out by telephone, but I have been unable to speak to anyone, despite long wait times and requests for a call back. This practice of "automatically renewing" without any email notice of an upcoming renewal is an unsavory, at best, business practice. I am seeking a refund of the automatically renewed amount of $749 for tutoring hours which I will not use.Business Response
Date: 08/16/2023
*** ** ****** ***** ***** *** * *** ****** ** ***** * *********************
August 16, 2023
Better Business Bureau
*** ** ********* **** ****
*** ****** ** *****
Re: Complaint #20444262 (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 9, 2023. This letter
shall serve as Varsity’s response to the matters raised in the Complaint; however, please note that the
parties have already reached an amicable resolution that fully resolves any and all issues in the Complaint.
By way of background, Varsity is a live learning platform that, among other things, seamlessly connects
experts and learners in any subject, anywhere, at any time. This includes connecting students with
tutoring, academic enrichment, and test-preparation needs with vetted, independently contracted tutors
and test instructors who provide those services directly to students (not Varsity) online, on dates and at
times agreed upon between them. Varsity’s platform also offers customers/students several different
choices for how to engage with tutors, instructors, experts, and professionals including one-on-one
(between one tutor and student), small group tutoring (between one tutor or instructor and a small group
of selected students), group courses (with one tutor or instructor leading a session with a large number of
participants), or combinations of the above. Customers/students of the platform can also get immediate,
live, one-on-one tutoring or instruction in more than 100 subjects in as little as 15 seconds by connecting
with a tutor through the Instant Tutoring feature on Varsity’s platform. In 2022, Varsity began a
subscription offering called Learning Memberships, which is a comprehensive solution that provides
multimodal learning services to help customers achieve their learning goals. As independent contractors,
the tutors, instructors, and experts who offer their services through the platform (in any capacity) have
their own materials, styles, and methods as indicated on every page of Varsity’s website
************************
In addition to the above, Varsity has expanded its offerings through its platform to include Professional
Certifications. The Professional Certifications offering connects customers/students with tutors and/or
instructors to assist in various professional certification tests (such as NCLEX or SHRM-SCP, among
others), in a one-on-one format or group format. As independent contractors, the tutors, instructors, and
experts who offer their services through the platform (in any capacity) have their own materials, styles,
and methods as indicated on every page of Varsity’s website.
Varsity highlights its policies on the website and attempts to set realistic expectations with the potential
customers/students who seek to be matched with a contracted tutor, instructor, or expert through Varsity’s
online platform. Varsity is transparent about its services and uses its Terms of Customer Accounts Use
(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
July 2023 in order to be matched with an online tutor. On July 7, 2023, Mr. ****** purchased a Learning
Membership for use on Varsity’s platform, and executed the TOCAU on July 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 Varsity’s platform,
among other benefits. Mr. ******’s Learning Membership was on a month-to-month basis, and would
include eight (8) hours each month for use with one-on-one tutoring through the platform. During the
Learning Membership, seven (7) sessions were invoiced to Mr. ******’s account by his tutor. On August
7, 2023, the Learning Membership auto-renewed for an additional month, as set forth/agreed to in the
TOCAU. Varsity’s first indication of Mr. ******’s concerns was upon its receipt of the Complaint, at
which time Varsity contacted 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:08/09/2023
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 setup a month to month subscription with Varsity Tutors in March 2023. In May I signed into my account to cancel my membership starting in ****. The website does not have clear and simple way to cancel a membership. I contacted the person I worked with to setup the account and ask them to cancel my membership. I was told they would put in a request to cancel my membership. I was contacted ****** by a representative of varsity tutors and I asked them to cancel my account and they told me they would look into the issue. I never heard back from them. I have been billed $300+ for the months of **** and July. I contacted varsity tutors on 8/7 and asked to have my account canceled and for a refund for **** and July. I received an email from them today stating my request was denied. I feel that this is not very business practice that there is not a clear and simple way to cancel a membership on their website. This is very frustrating and I assume most people just feel defeated and give up.Business Response
Date: 08/11/2023
******************************************************************************************** | www.varsitytutors.com
August 11, 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 9, 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 offering
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
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
Complaint # ********
Page 2
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
March 2023 in order to be matched with an online tutor. On March 16, 2023, **************** purchased a
Learning Membership for use on Varsitys platform, and executed the ***** on March 17, 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. Mr. ******* 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, 10 sessions were invoiced to Mr. ******* account by his tutor. The Learning
Membership auto-renewed for an additional month on April 16, 2023; May 16, 2023; June 16, 2023; and
July 16, 2023; respectively as set forth/agreed to in the ***** (and the requisite four (4) hours per
month were available on the account for his use during that time). On July 27, 2023, **************** 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 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 has no record of **************** making a request to cancel the Learning
Membership prior to July 27, 2023 (as referenced in the Complaint); however, Varsity contacted Mr.
****** 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: 08/12/2023
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:08/08/2023
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.
Prior to July 5, 2023 I requested for my 6 month contract to end. July 5 was to be my last payment. The website ***************** has no way you can cancel or stop your membership. You have to depend on someone on the phone. When I got a bill on Aug 5 2023. I contacted Varisty Tutors and they said my account was placed on pause. I again I said that I want to cancel my membership , even after they tried to convince me to pause my membership. I was told it was canceled. I got an email on 8 Aug. I got a message that my Aug 5 payment did not go through. I do not want to do business with this site again. They have no reasonable way to confirm that the membership is canceled. I made my last $300 payment for 5 JULY. I just want to $0 out my account and close all business with this site. They really did not help my son in school. Also, when trying to resolve this they make it impossible to escalate this to a manager. This leaves the consumer feeling like they are trapped in a contract.Business Response
Date: 08/15/2023
101 S. Hanley Road, Suite 300 | St. Louis, MO 63105 | www.varsitytutors.com
August 15, 2023
Better Business Bureau
200 S. Broadway, Ste. 2060
St. Louis, MO 63105
Re: Complaint #20442968 (the “Complaint”) – Rodney Raney (“*** *****”)
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 8, 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
(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 ***** ** ********, 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 # 20442968
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 *** ***** specifically and according to Varsity’s records, *** ***** first contacted Varsity in
January 2023 in order to be matched with an online tutor. On January 5, 2023, *** ***** purchased a
Learning Membership for use on Varsity’s platform, and executed the TOCAU on January 6, 2023. A
Learning Membership entitles customers to a set number of live one-on-one tutoring hours per month on a
recurring monthly basis, in addition to enrollment in certain live classes through Varsity’s platform,
among other benefits. *** *****’s Learning Membership was 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, four (4) sessions were invoiced to *** *****’s account by his tutor. On July 5,
2023, the Learning Membership auto-renewed for an additional six (6) months as set forth/agreed to in the
TOCAU. On August 5, 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. Upon receipt of the Complaint, Varsity contacted *** ***** via
email and provided a link that he 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
** ***** ******** * ** ***** ********
** ***************************
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