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:08/08/2023
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 January 2023 I signed up for tutoring with Varsity Tutors for my 9 year old.I explained that it's a delicate situation for him and only if we find a proper tutor I will want to continue paying. This was a condition we agreed on. They agreed. It is not a "math" or English or physics tutoring they do for high schools/college. I was hoping to find a good tutor for a 9 year old with learning disabilities, to help in just guiding him through some general knowledge and life situations.We went through a couple of options and it was not as advertised. They just read him a prewritten assignment bit and asked questions. Nice but not what he needs and what I was promised. We finally found a tutor that at least partially did what I expected, and had some nice conversations with him to teach him things. Unfortunately that tutor is not available anymore in almost any hour, and I specifically asked when signed up, to have only weekends, and weekends he cannot do either. Since this is not the first tutor, I can't risk my child's well beings in going through the nightmare of finding a right tutor again and I have to look elsewhere, so i asked kindly to for them to stop the recurring charge. My kid doesn't want any other tutor and it's understandable. He's 9 year old. They can't force new tutors on him that are unqualified. That's child abuse.I contacted them multiple times and they refused and were rude. You can't legally have a recurring charge for 9 year old tutoring which he will not do , and which he is not receiving. I even told him that once the school starts (it is now summer) I will look into it and try to have more specific tutoring with them now that he will be older. But they were unreasonable and said I am bound to this contract, as if this agreement is binding for a year no matter what. Absolutely reprehensible and immoral and illegal.I want the last billing reversed (because he did not get any of those hours) and the recurring charges to stop immediatelyCustomer Answer
Date: 08/09/2023
They sent me an email saying that they will stop the recurring charges and refund me the $269. This is after I sent them a legal letter and told them I filed complaints. So I guess this particular dispute could be over but others will not be this lucky. There is no reason to accept that this company "locks you" to a contract. Tutoring can't be locked in, not to minors. That's not competitive and shouldn't be market. It is oppresive. And it's minors. They are allowed to try (if you're not a minor) but consumers need to call that out. Such a company should be driven out of the market with an abusive contract.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.
I sent an email to Varsity Tutors (per website instructions) on June 24,2023 asking them to CANCEL the auto-renewal “Learning Membership.” The parameters of the program was never disclosed to me during my initial signup on June 7th. I was asking for a one-time 6 hour tutoring to help with upcoming PRAXIS test in June. Without notice or authorization they continued to charge me for July ($653.10). I then tried calling and/or sending correspondence to dispute the charge and sat on hold each time upwards of 30 minutes. Requested a call back and heard from a sales rep who could not help (and then the cycle continued - transfer, sit on hold etc.). And then today, they billed me again ($653.10) for the month of August. I have not taken any sessions since the original ones I signed up for in June. I called customer service yet again today and after 48 minutes on hold finally got in touch with someone. I was told they would escalate the dispute, but I would not get reimbursed for both July & August charges. I am beyond frustrated and upset. I went to Varsity for help and instead accumulated over $1300 in unauthorized charges. I feel the company is fraudulant and I would not recommend their services to anyone. I completely regret not looking on BBB wesbsite before signing up with Varsity. It is such a shame that this company protrays themselves as one that wants to help learners succeed conducts business in this manner. Auto-enrolling customers in memberships that cost upwards of $600+ with no regard.
Business Response
Date: 08/15/2023
*** ** ****** ***** ***** *** * *** ****** ** ***** * *********************
August 15, 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 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 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
June 2023 in order to be matched with an online tutor. On June 7, 2023, Ms. ***** purchased a Learning
Membership for use on Varsity’s platform, and executed the TOCAU on June 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. Ms. *****’s Learning Membership was on a month-to-month basis, and would
include eight (8) hours each month for use with one-on-one tutoring through the platform. During the
Learning Membership, five (5) sessions were invoiced to Ms. *****’s account by her tutor. The Learning
Membership auto-renewed for two (2) additional months on July 7, 2023, and August 7, 2023,
respectively, as set forth/agreed to in the TOCAU. On August 9, 2023, Ms. ***** indicated to Varsity that
she did not wish to continue with the Learning Membership, and she preferred to cancel it and receive a
refund for the months which had already been paid. 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:08/08/2023
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 bought a series of tutoring sessions in April. I spoke w/ **** ***** of Varsity tutors. I explained to him I did not want a membership, just wanted to purchase one month at a time yet was set up for an auto-renewal plan without discussing this with me. I was auto-renewed for almost one thousand dollars on July 24th! I noticed this the very next day. I immediately logged into my Varsity tutor account and also noticed that ten of my paid for sessions were marked as "expired". (My child's tutor, ****** ********** could not meet with him for two weeks due to his family being in town and so we had to stop for those two weeks and I lost them as a result!) This is almost 700 dollars worth of sessions! I immediately reached out to varsity tutors via phone and got the run around. I then emailed **** ***** & he said he would have someone "in that department" call me back. Heard from Jarrett Harrison who agreed w/ me that neither the expired sessions nor the auto-renewal was appropriate & he would submit a refund request to his manager. Each time I tried to cancel my account over the phone, the man (can't remember his name) insisted on pausing my membership which I declined. I have followed the FAQS page on their website & have emailed client services three separate times to stop the auto-renew that I never signed up for anyway. I keep getting the same response, that I have to call them but that is a lie. I want all of my money back from the unauthorized debits to my account and I also want a refund on the "expired" sessions as it was not my fault the tutor was unavailable. I have the texts messages from ****** ********** to prove this. ****** also just canceled on us again because he is "out of town for a wedding in California". I want a refund in the amount of 1600 for the lost sessions and to refund the 2 debits from my account on July 24th. As stated, I contacted them the very next day after i noticed the charges as well as the expired sessions.Business Response
Date: 08/11/2023
August 11, 2023
Better Business Bureau
Re: Complaint #******** (the “Complaint”) – **** ***** (“Ms. *****”)
Varsity Tutors LLC’s (“Varsity”) Response to the Complaint
Dear Sir or Madam:
Varsity is in receipt of the Complaint (as defined above) filed by Ms. ***** on August 8, 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 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 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
April 2023 in order to be matched with an online tutor. On April 24, 2023, Ms. ***** purchased two (2)
Learning Memberships 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 Memberships were on a month-to-month basis, and would
include a combined total of 12 hours each month for use with one-on-one tutoring through the platform.
During the Learning Membership, 32 sessions were invoiced to Ms. *****’s account by her tutor. The
Learning Memberships each auto-renewed for an additional month on May 24, 2023 June 24, 2023, and
July 24, 2023, as set forth/agreed to in the TOCAU. On July 26, 2023, Ms. ***** indicated to Varsity that
she did not wish to continue with the Learning Memberships, and she preferred to cancel them and
receive a refund for the month which had already been paid, as well as have the 19.5 hours that had
expired (as permitted by the TOCAU), be reinstated for future use. While the request for cancellation of
the Learning Membership was granted, and some of the hours that had expired were credited back to Ms.
*****’s account (and will remain valid for 180 days from the date the credit was issued), the request for
refund was initially denied pursuant to the terms set forth in the TOCAU. Varsity contacted Ms. *****
upon its receipt of the Complaint and ultimately chose to provide a resolution that was satisfactory to her.
Please consider this Varsity’s response to the Complaint (which, at this time, Varsity considers to have
been resolved). Varsity is proud to be an affiliate of the BBB and values the relationship. If you have any
questions or comments, or would like to further discuss, please do not hesitate to contact me.
Regards,
****** *****
****** ********* *********
** ***** ******** * ** ***** ********
** ***************************Customer Answer
Date: 08/21/2023
Varsity Tutors LLC did reach out and ended up doing a refund.Initial Complaint
Date:08/07/2023
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.
As indicated on the submitted document I purchased a tutor package. The package is for 9 hours. It was guaranteed that you would pass the exam when using Varsity Tutors by the salesperson. The tutor supplied was ineffective. I did not use all 9 hours. I was approached by varsity tutors to purchase more hours. I agreed and requested to use what remained on the account. I was told by the salesperson, the hours purchased previously on the uploaded supplied receipt was no longer available. I told them no info was supplied that reference expiration of hours. I subsequently requested their written policy that reference expiration of hours. I have not received the policy. Resolution. Send the policy or a refund on unused hours.Business Response
Date: 08/15/2023
*** ** ****** ***** ***** *** | St. Louis, MO 63105 | *********************
August 15, 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 7, 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 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 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
https://*********************/guarantee-policy.
Regarding *** ******* specifically and according to Varsity’s records, *** ******* first contacted Varsity
in February 2022 in order to be matched with an online tutor. On February 9, 2022, *** ******* made
two (2) separate purchases through Varsity’s platform, and executed the TOCAU on that same date.
Between February 18, 2022, and March 5, 2022, *** ******* received ongoing tutoring support from his
tutor (according to the invoices submitted to *** *******’s account). As set forth in the TOCAU,
purchased hours may be redeemed up to one year from the date of purchase; accordingly, the seven and
one-half (7.5) hours that remained on *** *******’s account as of February 10, 2023, expired. On April
14, 2023, *** ******* contacted Varsity and indicated he was unaware that the hours would expire and
requested a refund or the reinstatement of the expired hours for use on the platform. The request was
initially denied pursuant to the terms set forth in the TOCAU. No further communication was received
from *** ******* until receipt of the Complaint, at which time Varsity contacted *** ******* 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,
****** *****
Senior Corporate Paralegal
** ***** ******** * ** ***** ********
** ***************************
Initial Complaint
Date:08/05/2023
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 began with Varisity Tutors in October of 2020 purchasing hours in packages. In September of 2022 Varsity Tutors moved me to a subscription of 8 hours per month despite my request to the Educational Consultant for 4 hours. I spoke to another customer support agenda in October to again reduce the hours, they did not.In January 2023 I requested again - via email to lower the hours or cancel my subscription. I was called and told they would lower the hours - so we continued with tutoring.In June I realized that I was still being charged 8 hours per month and called again. This time the customer support told me to pause my subscription while they worked to get a refund or put my account back to the packaged hours to use them up before returning to the subscription.They have not refunded my account, nor added the overcharged hours (*****).In July 2023 I called 2 times and emailed to have the account refunded and closed. They have done neither - and I received an email that the charges would start again on August 30.I am seeking a FULL refund for the overcharged hours; ***** and the immediate closure of my account so I am not charged.Business Response
Date: 08/14/2023
******************************************************************************************** | www.varsitytutors.com
August 14, 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 5, 2023, (and of
which Varsity was made aware on August 6, 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 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
process and how it works, in addition to setting forth the terms of any guarantees, located at
***************************************************.
Regarding ************ specifically and according to Varsitys records, ************ first contacted Varsity in
October 2020 in order to be matched with an online tutor. ************ made five (5) separate purchases
through Varsitys platform (October 26, 2020; December 14, 2020; April 1, 2021; May 3, 2021; and July
11, 2021, respectively), and executed three (3) *****s during that time as well. Between October 21,
2020, and September 29, 2022, ************ received ongoing tutoring support from her tutor (according to
the invoices submitted to Ms. ***** account). On September 30, 2022, the account was converted to a
Learning Membership for use on Varsitys platform, and ************ executed an additional ***** on
October 2, 2022. A Learning Membership entitles customers to a set number of live one-on-one tutoring
hours per month on a recurring monthly basis, in addition to enrollment in certain live classes through
Varsitys platform, among other benefits. Ms. ***** Learning Membership was for a period of 12
months, and would include eight (8) hours each month for use with one-on-one tutoring through the
platform. During the Learning Membership, 38 sessions were invoiced to Ms. ***** account by her tutor
(4 (four) of which were invoiced as no shows, as set forth/agreed to in the *****).
According to Varsity's records, there were times when ************ did not use all eight (8) hours within a
given month, and as such, a total of 20 unused hours expired in accordance with the *****1. On August
5, 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 either receive a refund for the 20 hours
that had expired, or have them reinstated for future use. While the request for cancellation of the Learning
Membership was granted, the request for refund/reinstatement of expired hours 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 she could have used to schedule a time to speak with Varsitys
representatives regarding the issues raised in the Complaint, although as of the date of this response no
such call has been scheduled. Varsity has already provided what it believes to be an amicable resolution
and remains further willing to address any outstanding issues with ************, and the credited hours at
issue are available in Ms. ***** account for her to use at her discretion. Varsity remains willing to
discuss the Complaint and any outstanding concerns with ************ should she choose to schedule a
phone call.
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: ********************************
1 The ***** states: "Monthly Hours cannot be carried forward beyond the next Refresh Date (i.e. You must use the Monthly
Hours prior to the next upcoming Refresh Date, or they will be automatically debited from Your account in conjunction with the
new Monthly Hours being added)..."Customer Answer
Date: 08/15/2023
Complaint: 20428441
I am rejecting this response because:
1) Varsity Tutors contacted my child's email account - not the parent (me).2) Varsity Tutors offered me 20 hours but had them due in 60 days, when we used an average of 3-4 hours per month. And the time period was over the summer
3) I requested, via email, to lower the number of hours in November 2022 and January 2023 but Varsity Tutors did not change the membership.
4) Varsity Tutors refuses to put anything in writing and forces all communication through customer support, where they attempt to sell you on more services. When I refused and demanded things done via email for a written record, they started contacting my child and saying they could reach me.
Sincerely,
*********************Business Response
Date: 08/23/2023
Please see attached response.
Thank you and have a great day!
Customer Answer
Date: 08/24/2023
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:08/05/2023
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 am utterly frustrated with Varsity Tutors for being dishonest in our dealings. We had a month to month tutoring arrangement. I had called on May 11th to pause the auto renewal for two months (summer break) at which time the person on the phone (documented with email) said that I could pause the membership for two months with no charges being incurred during that time. Copying the email here:Thank you for speaking with me today regarding your account. During our call we discussed extending out your billing date from 05/17/2023 to 06/30/2023. We are applying a 60 day pause to your account for your new billing date of 06/30/2023. You will not incur any charges on your account during the time of your pause. Account will be paused from 06/30/2023 to 08/30/2023. Please call back by 08/28/2023 to discuss membership needs, membership will renew on 8/30/2023On June 17th Varsity Tutors proceeded to charge me during this so-called pause for $309. I called to request a refund and it was processed with no problems. I received an email confirmation. So, when they charged me a couple of weeks later on June 30, erroneously, I called to request another refund. At that point the service agent again said that they would extend the pause through August 30 without incurring any fees and they would request a refund. I called and spoke with three agents, emailed and left messages as wellat no point did anyone state that the pause was not allowed. I still have not received the refund for the second charge of $296.10 while the account was on pause. It is dishonest to state that you will pause membership only to keep charging. I would have cancelled the membership if I had been notified that it was not possible to pause. As for the *** (signed agreement) that you reference in an email that finally arrived on 8/4/23 in which you denied the refund, this is a deceptive and unfair trade practice which I would be more than happy to bring to the *************************Business Response
Date: 08/10/2023
******************************************************************************************** | www.varsitytutors.com
August 10, 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 5, 2023 (and of
which Varsity was made aware on August 6, 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
Complaint # ********
Page 2
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 January 2023 in order to be matched with an online tutor. On January 17, 2023, ********************
purchased a Learning Membership for use on Varsitys platform, and executed the ***** on that same
date. A Learning Membership entitles customers to a set number of live one-on-one tutoring hours per
month on a recurring monthly basis, in addition to enrollment in certain live classes through Varsitys
platform, among other benefits. Ms. ********* Learning Membership was on a month-to-month basis,
and would include four (4) hours each month for use with one-on-one tutoring through the platform.
During the Learning Membership, 10 sessions were invoiced to Ms. ********* account by her tutor. The
Learning Membership auto-renewed February 17, 2023; March 17, 2023; and April 17, 2023, as set forth
agreed to in the *****. In May, ******************** indicated to Varsity that she did not wish to continue with
the Learning Membership, and she preferred to cancel it. Varsity offered ******************** an alternative
resolution in order to address her concerns while also ensuring she continued to receive tutoring support,
and ******************** agreed; thus, the Learning Membership was not canceled at that time. On June 17, 2023,
the Learning Membership auto-renewed for an additional month as set forth/agreed to in the *****. On
August 8, 2023, ******************** made a second request to cancel the Learning Membership 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
*****. Varsity contacted ******************** upon its receipt of the Complaint and ultimately chose to
provide a resolution that was satisfactory to her.
Please consider this Varsitys response to the Complaint (which, at this time, Varsity considers to have
been resolved). Varsity is proud to be an affiliate of the BBB and values the relationship. If you have any
questions or comments, or would like to further discuss, please do not hesitate to contact me.
Regards,
***********************
Senior Corporate Paralegal
p: ************** | f: **************
e: ********************************Customer Answer
Date: 08/11/2023
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:08/03/2023
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.
When I originally signed up for Varsity Tutors I signed up over the phone. Over the phone I agreed to the forts payment for sessions with a tutor. The tutor was phenomenal and I passed my exam. However, I noticed I was charged again after passing. I reached out to Varsity Tutors and they told me I was on an auto renewal monthly membership. I explained that I was unaware that I was going to be recharged, and I thought I was only paying for the sessions that I agreed to on the phone. I explained this was probably because it was done over the phone and it was a misunderstanding, and I requested a refund for the sessions I was automatically charged for. Varsity Tutors refused to give me a refund, and refused to let me speak to a manager. I politely requested to speak with someone in charge of billing, and they said I couldn’t do that. I reached out to my tutor to explain the situation and she was surprised of my treatment. Even she reached out to Varsity Tutors on behalf and they didn’t respond. Extremely disappointed in the poor customer service and taking so much more of my money despite me verbally explaining I thought it was a one time payment.Business Response
Date: 08/10/2023
*** ** ****** ***** ***** *** * *** ****** ** ***** * *********************
August 10, 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 3, 2023, (and of
which Varsity was made aware on August 4, 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 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 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 June 2023 in order to be matched with an online tutor. On June 30, 2023, Ms. *******
purchased a Learning Membership for use on Varsity’s platform, and executed the TOCAU on July 1,
2023. A Learning Membership entitles customers to a set number of live one-on-one tutoring hours per
month on a recurring monthly basis, in addition to enrollment in certain live classes through Varsity’s
platform, among other benefits. Ms. *******’s Learning Membership was on a month-to-month basis, and
would include four (4) hours each month for use with one-on-one tutoring through the platform. During
the Learning Membership, two (2) sessions were invoiced to Ms. *******’s account by her tutor. On July
30, 2023, the Learning Membership auto-renewed for an additional month as set forth/agreed to in the
TOCAU. On July 31, 2023, Ms. ******* indicated to Varsity that she did not wish to continue with the
Learning Membership, and she preferred to cancel it and receive a refund for the month which had
already been paid. 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:08/03/2023
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 was charged for tutoring that was not provided, in July and August. The cost in July was approximately $406 on July 2. August 1 I was charged another $269 for more tutoring that did not happen.
I was never called or emailed in reference to setting up tutoring at ********** which is and has been my phone number or my email on file: **************************
I requested a refund as I had not used their services for my son and they refused. I was further informed that they will charge me next month(September) again even though I requested to have a refund and cancelation of service.
I cannot get a refund for services not provided or cancel future charges that will be for tutoring support I cannot use.Business Response
Date: 08/09/2023
Re: Complaint #******** (the “Complaint”) – Nathaniel ****** (“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 3, 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 Mr. ****** 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 Mr. ******.
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 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 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 February 2023 in order to be matched with an online tutor. On February 1, 2023, Mr. ******
purchased a Learning Membership for use on Varsity’s platform, and executed the TOCAU on February
15, 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 four (4) hours each month for use with one-on-one tutoring through the platform. During
the Learning Membership, 16 sessions were invoiced to Mr. ******’s account by his tutor. On August 2,
2023, Mr. ****** 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 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 Mr. ****** 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 Mr. ******.
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:08/03/2023
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 signed up for a specific ACT test and the test date is completed and I have asked to cancel the member ship and they are not very responsive. This is a clear tactic to bill me for one more month for reason and I am trying to prevent this to be and future consumers. Here is their modus operandi,
1. If the consumer wants x hours of class, without telling the consumer they will add them to x number of hours but with monthly automatic renewal.
2. There is no option to cancel the automatic renewal online
3. You can call in but they make sure there is not record or case id provided
4. They will allow you to chat with them but not provide any answer expect someone is looking into it
5. The idea is to keep delaying until the next billing cycle starts. They never will send any acknowledgement.Business Response
Date: 08/10/2023
*** ** ****** ***** ***** *** * *** ****** ** ***** * *********************
August 10, 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 3, 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 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 Varsity’s website (*********************).
In addition to the above, Varsity has expanded its offerings through its platform to include Professional
Certifications. The Professional Certifications offering connects customers/students with tutors and/or
instructors to assist in various professional certification tests (such as NCLEX or SHRM-SCP, among
others), in a one-on-one format or group format. As independent contractors, the tutors, instructors, and
experts who offer their services through the platform (in any capacity) have their own materials, styles,
and methods as indicated on every page of Varsity’s website.
Varsity highlights its policies on the website and attempts to set realistic expectations with the potential
customers/students who seek to be matched with a contracted tutor, instructor, or expert through Varsity’s
online platform. Varsity is transparent about its services and uses its Terms of Customer Accounts Use
(the “TOCAU”) to reinforce the process. In fact, the potential customers/students must review and sign
the TOCAU and acknowledge the policies before they ever engage in the services of a tutor through
Varsity’s platform. Varsity’s website is also critical in setting these expectations and explaining the
process and how it works, in addition to setting forth the terms of any guarantees, located at
***********************************************
Regarding Mr. ********** specifically and according to Varsity’s records, Mr. ********** first contacted
Varsity in June 2023 in order to be matched with an online tutor. On June 26, 2023, Mr. **********
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. 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, five (5) sessions were invoiced to Mr. **********’s account by his
tutor. On July 31, 2023, Mr. ********** indicated to Varsity that he did not wish to continue with the
Learning Membership, and he preferred to cancel it and receive a refund of payments that 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 Mr.
********** upon its receipt of the Complaint and ultimately chose to provide a resolution that was
satisfactory to him.
Please consider this Varsity’s response to the Complaint (which, at this time, Varsity considers to have
been resolved). Varsity is proud to be an affiliate of the BBB and values the relationship. If you have any
questions or comments, or would like to further discuss, please do not hesitate to contact me.
Regards,
****** ***** ****** ********* *********
** ***** ******** * ** ***** ********
** ***************************Initial Complaint
Date:08/03/2023
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 have been using Varsity Tutors since 2021 with no issues until March 2023. They started double charging me for (2) 8hr memberships of $579.00 each a month. That's $1158.00 a month and then at the end of the month they take any unused hours away and charge you all over again for new hours the same day. I have no problem paying for hours my children used for tutoring, but paying for hours we did not use is absurd and is something I did not agree to. I have called numerous times to try to rectify this problem and the only thing they did was offer me one month free of 16 hours....which is not acceptable to me. To date they have over charged me 40 hrs totaling $2,895.00. I want a refund for the hours they have been overcharging me for since March 2023.Business Response
Date: 08/10/2023
Please see attached response.
Thank you
******************************************************************************************** | www.varsitytutors.com
August 10, 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 3, 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 TOCAU) to reinforce the process. In fact, the potential customers/students must review and sign
the TOCAU and acknowledge the policies before they ever engage in the services of a tutor through
Varsitys platform. Varsitys website is also critical in setting these expectations and explaining the
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 May 2021 in order to be matched with an online tutor. ********************** made two (2) separate
purchases through Varsitys platform (May 15, 2021, and May 11, 2022, respectively), and executed two
(2) TOCAUs during that time as well. Between May 17, 2021, and March 1, 2023, ******************************** style="color: rgb(0, 0, 0); font-family: Verdana; font-size: 11px;">received ongoing tutoring support from her tutors (according to the invoices submitted to Ms. ******************** style="color: rgb(0, 0, 0); font-family: Verdana; font-size: 11px;">account). On March 1, 2023, ********************** converted the account to a Learning Membership for use on
Varsitys platform, and executed an additional TOCAU on March 7, 2023. A Learning Membership
entitles customers to a set number of live one-on-one tutoring hours per month on a recurring monthly
basis, in addition to enrollment in certain live classes through Varsitys platform, among other benefits.
Ms. ********** Learning Membership was on a month-to-month basis, and included a total of 16 hours
each month for use with one-on-one tutoring through the platform. During the Learning Membership, a
total of 41 sessions were invoiced to Ms. ********** account by her tutor. On July 26, 2023, Ms.
********* indicated to Varsity that she did not wish to continue with the Learning Membership, and she
preferred to cancel it and receive a refund for the month which had already been paid. 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 Ms.
********* and ultimately chose to provide a resolution that was satisfactory to her.
Please consider this Varsitys response to the Complaint (which, at this time, Varsity considers to have
been resolved). Varsity is proud to be an affiliate of the BBB and values the relationship. If you have any
questions or comments, or would like to further discuss, please do not hesitate to contact me.
Regards,
********************************* style="color: rgb(0, 0, 0); font-family: Verdana; font-size: 11px;">Senior Corporate Paralegal
p: ************** | f: ************************ style="color: rgb(0, 0, 0); font-family: Verdana; font-size: 11px;">e: ********************************Customer Answer
Date: 08/11/2023
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and although I completely disagree with their version of how things went from March 2023 to current date, they did address my concerns regarding the charges and this resolution is satisfactory to me.
Sincerely,
*********************************
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