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:08/03/2023
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.
Contacted Varsity Tutors for Tutoring for college age child. Signed up for a Term from Oct. 2022-Jan 2023 at $649 a month. Clearly shows exact term and for 3 months. We did not need anymore after that as child was done with school. Documentation clearly shows TERM from said dates above. I made it clear to advisor on phone that was all that was needed. Feb 2023 saw a charge come through from the $649. Asked child to check account and her account was still active. Disabled tutoring sessions or so she thought. I reached out to VT and they said we signed a contract that stated we would be charged a continuing fee monthly. This was never mentioned or disclosed via the advisor that we were signing up for more hours after I clearly stated we only need the 3 months. When they tell you about the contract this is never discussed, just that you are agreeing to your said term. April there was another charge, i looked back on March Statement and there was a charge then as well. Called VT and again they stated we signed a contract. This is how the 2nd attempt to stop the charges with no refund. They have now continued to charge every month without my permission and no refund. This is roughly a total if $3,894 dollars they have taken for no services provided. Per photo provided clearly leads you to believe your are purchasing for said term, false advertisement and information provided on their part.
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. 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. ****’s daughter and Varsity’s
client (as well as the account holder), *******, first contacted Varsity in October 2022 in order to be
matched with an online tutor. On October 18, 2022, ******* purchased a Learning Membership for use
on Varsity’s platform, and executed the TOCAU on October 19, 2022. A Learning Membership entitles
customers to a set number of live one-on-one tutoring hours per month on a recurring monthly basis, in
addition to enrollment in certain live classes through Varsity’s platform, among other benefits. *******’s
Learning Membership was for a period of three (3) months, and would include eight (8) hours each month
for use with one-on-one tutoring through the platform. During the Learning Membership, nine (9)
sessions were invoiced to *******’s account by her tutor. The Learning Membership auto-renewed for an
additional three (3) months on three (3) occasions – January 18 2023, April 18, 2023, and July 18, 2023,
respectively – as set forth/agreed to in the TOCAU (and the requisite eight (8) hours were available on
*******’s account for her use during that time). On August 3, 2023, Ms. **** contacted Varsity on
*******’s behalf and indicated to Varsity that ******* did not wish to continue with the Learning
Membership for the remainder of the term, and 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. **** (as well as *******).
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:08/01/2023
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 disabled Auto-Renew for my account and informed my tutor that I would no longer need tutoring services a month ago. There was no visible information or warning that this hold on my account would only last for a month. Today they have billed me over $600 for tutoring for the month of August. I am not enrolled in any classes and have no use for these tutoring services. I called customer service and they said it was not an issue on their end and they do not issue refunds. I cannot even begin to express my disbelief and frustration. Not to mention I was charged for sessions I did not confirm or schedule. This is a fraudulent company and I would not recommend their services to anyone. It is so disheartening to see so many companies that market themselves to be helpful taking advantage of students.Customer Answer
Date: 08/02/2023
A refund has been issued.Initial Complaint
Date:08/01/2023
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 bought a service from Varsity Tutors on June 28, 2023 for $229.00/month for 2 hours. I only wanted the transaction for 1 month and I let the woman who offered it to me, ******** know that I only wanted it for a month. She then told me that I could cancel within a month. So on July 28, 2023, I canceled liked I planned and I saw that they charged me for $744.25 even though I was aware that I should only be charged $229.00. I called them and asked about the charge and they told me that I went over the limit, so they charged me. I was unaware that they charged extra for going over the limit and they did not inform me of that. Also, they never sent me an invoice/email or even called me itemizing the $744.25, like they did for the $229.00. I am a broke college student, who literally is working to pay for school and trying to save a little something for medical school. Please help me!Business Response
Date: 08/09/2023
Please see attached response.
Thank you!
*** ** ****** ***** ***** *** * St. Louis, MO 63105 | *********************
August 9, 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 1, 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 ***** ** ********, among
others), in a one-on-one format or group format. As independent contractors, the tutors, instructors, and
experts who offer their services through the platform (in any capacity) have their own materials, styles,
and methods as indicated on every page of Varsity’s website.
Varsity highlights its policies on the website and attempts to set realistic expectations with the potential
customers/students who seek to be matched with a contracted tutor, instructor, or expert through Varsity’s
online platform. Varsity is transparent about its services and uses its Terms of Customer Accounts Use
(the “TOCAU”) to reinforce the process. In fact, the potential customers/students must review and sign
the TOCAU and acknowledge the policies before they ever engage in the services of a tutor through
Varsity’s platform. Varsity’s website is also critical in setting these expectations and explaining the
Complaint # ********
Page 2
process and how it works, in addition to setting forth the terms of any guarantees, located at
https://*********************/guarantee-policy.
Regarding *** **** specifically and according to Varsity’s records, *** **** first contacted Varsity in
June 2023 in order to be matched with an online tutor. On June 28, 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 two (2) hours each month for use with one-on-one tutoring through the platform. During the first
month of the Learning Membership, five (5) sessions totalling 8.5 hours were invoiced to *** ****’s
account by her tutor, resulting in a supplemental charge for the additional 6.5 hours beyond the two (2)
initially allotted pursuant to the terms of the Learning Membership. On July 28, 2023, the Learning
Membership auto-renewed for an additional month as set forth/agreed to in the TOCAU. That same day,
Ms. Lark 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
** ***** ******** * ** ***** ********
** ***************************Customer Answer
Date: 08/18/2023
This situation is not resolved. I requested a refund for $744.25, which they took out without my knowledge. They said they would refund my money by check. I just received the check today and they refunded $229.00, which is not the full amount of which I am owed. I would like my full refund back or this situation will stay unresolved. Thank you!Business Response
Date: 08/28/2023
Please see attached response.
Thank you!*** ** ****** ***** ***** *** * St. Louis, MO 63105 | *********************
August 28, 2023
Better Business Bureau
200 S. Broadway, Ste. 2060
St. Louis, MO 63105
Re: Complaint ********* (the “Complaint”) – ******* **** ***** *****)
Varsity Tutors LLC’s (“Varsity”) Response to the Customer Communication
Dated August 21, 2023, (the “Follow Up Communication”)
Dear Sir or Madam:
Varsity is in receipt of the Follow Up Communication (as defined above), which was in response to
Varsity’s August 9, 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 *** ****.
As communicated in Varsity’s Reply to the Complaint, Varsity notified *** **** upon receipt of the
Complaint that her Learning Membership was canceled and a refund for the amount requested had been
honored. Although *** **** indicated in the Follow Up Communication that she was not granted the
refund requested, Varsity believes the issues raised in the Follow Up Communication to be rendered moot,
as Varsity does not believe there is any action to be taken in response to the Follow Up Communication
given that Varsity has already provided *** ****’s requested resolution set forth in the Complaint (as well
as choosing not to contest the charges *** **** disputed with her credit card company, resulting in an
additional refund to *** **** beyond that which Varsity had issued pursuant to the Complaint). To the
extent there are outstanding issues to resolve, *** **** is welcome to indicate so that the parties may
further work toward a separate resolution (although Varsity is unaware of what those issues would be at
this time, as *** **** is no longer a customer on Varsity’s platform).
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:07/31/2023
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 am very dissatisfied with my recent experience with Varsity Tutors. I have been a customer for years using their tutoring packages. Recently they changed their business model to a membership. In order to get more hours in April I had to sign up for this membership. I used my hours for April and paused my membership for the summer. The representative at Varsity Tutors, however, would only let me pause the membership for 2 months (May and June) and told me I would need to pause it again before it was charged in July. I never received an email reminder in June to pause before the charge and I ended up being charged $369 for 4 hours that I can’t even use because I am not in School until mid-august. Well, I requested a refund immediately after the charge went through and was denied because I supposedly signed a terms of use contract in April for the membership. I looked at my signed contracts on the online portal and the last contact I signed was in November 2022 before they had transitioned over to the membership. The contract in November was for 2 installments of $373 for 9 hours of instruction that does not expire month to month. I contacted a representative from Varsity Tutors to see if they would provide me with the contract document from April. The representative told me that the contact did not exist. I asked if I could get a refund for my hours and the representatives submitted another request to the billing department for a refund. The billing department still said that my terms of use contract from April prevented me from requesting a refund. I have yet to see this contract from April that they are talking about. Why can’t I get a refund for hours I have yet to use and cannot use? Especially since they can’t even provide me with the contract from April.Initial Complaint
Date:07/30/2023
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.
Signed up for tutoring service 4/9/23 for 8 sessions to brush up on math skills for Florida’s FETC Math teaching certificate. Test was 4/21/23. Tried 1st 2 hr. two hour session on 4/11/23, tutor says he had computer issues. Session 1 on 4/12/23. After that, tutor kept either not doing what he promised (sending work or grading work), not meeting at scheduled times due to “mental health” issues or computer broken/not charged excuses.
I contacted the company 4/14/23 about repeated issues. Gave him another chance. He was only able to do a 1 hr session on July 15th, then said he would bill another hour for checking work and getting it back to me. During session, he repeatedly did not know how to do questions. That was the last I heard from him. A total of 3 online sessions, and one he billed much later (7/25) for those “notes” he said he was going to do the 16th, but never got back to me about.
I contacted the company on the 4/19/23 talked to a woman about the situation and she tried to convince me to get another tutor. I would have only had one session for that tutor because the test was the 21st, so I declined, and was assured that we would get the partial (half) refund, since I only used half the purchased sessions and did not have time for more.
On the 20th, I received an email that my request for a refund was denied due to the Terms of Service— the section said NO REFUNDS. They would only transfer to another tutor. While it says it in the TOS, that was NOT what I was told on the phone.
I purchased service, did not receive said service, and now want a refund for either all sessions or sessions not used. I really feel I should receive the total refund back, with all the back and forth with the tutor, broken promises, and him not even knowing material I needed help with, and lack of response from the company, but would accept a refund for the sessions not used— including the one he later billed July 25th because I never received the notes.Business Response
Date: 08/09/2023
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 July 30, 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 July 2023 in order to be matched with an online tutor. On July 9, 2023, Ms. ******** purchased
a Learning Membership for use on Varsity’s platform, and executed the TOCAU on that same date. A
Learning Membership entitles customers to a set number of live one-on-one tutoring hours per month on a
recurring monthly basis, in addition to enrollment in certain live classes through Varsity’s platform,
among other benefits. Ms. ********’s Learning Membership was on a month-to-month basis, and would
include eight (8) hours each month for use with one-on-one tutoring through the platform. During the
Learning Membership, two (2) sessions were invoiced to Ms. ********’s account by her tutor. On July 19,
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:07/29/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I provided 30 days' notice on March 24th and I was billed $396.00 on May 3rd for a flex plan. I sent multiple notices to cancel my full membership aand I spoke to a Manager by the name of Jan and I was told I would get a reimbursement. On July 3, I was charged again 99.00. I spoke to a manager named ***** today and for the 5th time was told my membership would be canceled but I have zero trust this will happen.Business Response
Date: 08/08/2023
August 8, 2023
Better Business Bureau
*** ** ********* **** ****
*** ****** ** *****
Re: Complaint #******** (the “Complaint”) – *** ***** (“Ms. *****”)
Varsity Tutors LLC’s (“Varsity”) Response to the Complaint
Dear Sir or Madam:
Varsity is in receipt of the Complaint (as defined above) filed by Ms. ***** on July 29, 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
Complaint # ********
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
December 2022 in order to be matched with an online tutor. On December 3, 2022, Ms. ***** purchased
a Learning Membership for use on Varsity’s platform, and executed the TOCAU on that same date. A
Learning Membership entitles customers to a set number of live one-on-one tutoring hours per month on a
recurring monthly basis, in addition to enrollment in certain live classes through Varsity’s platform,
among other benefits. Ms. *****’s Learning Membership was 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, 16 sessions were invoiced to Ms. *****’s account by her tutor (one (1) of which
was invoiced as a “no-show,” as set forth/agreed to in the TOCAU). In April, Ms. ***** requested a
60-day pause of the Learning Membership, which Varsity agreed to. Following the pause, the Learning
Membership auto-renewed on July 3, 2023 as set forth/agreed to in the TOCAU. On July 29, 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. 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,
****** *****
****** ********* *********
** ***** ******** * ** ***** ********
** ***************************Initial Complaint
Date:07/27/2023
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 used varsity tutor for a course in statistics. I paid for a hours equitable to a full course (7 hours). I’ve only utilized 2 hours. While time did lapse, I attempted to recover the remaining balance for unused hours. I do not plan on using the service. I was told since a lot of time has gone by, I will not be getting a refund. This is an unfair business practice.Business Response
Date: 08/01/2023
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 July 27, 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 April 2022 in order to be matched with an online tutor. On April 5, 2022, Mr. *******
purchased a package of hours for use on Varsity’s platform, and executed the TOCAU on that same date.
Between April 12, 2022, and August 9, 2022, three (3) sessions were invoiced to Mr. *******’s account
by his tutor (two (2) of which were invoiced as “no-shows,” as set forth/agreed to in the TOCAU). Also
set forth in the TOCAU, purchased hours expire one year after the date of purchase; accordingly, the 7.25
hours that remained on Mr. *******’s account as of April 6, 2023, expired. On July 27, 2023, Mr.
******* contacted Varsity and requested a refund for the expired hours. The request for refund was
initially denied pursuant to the terms set forth in the TOCAU. Nonetheless, 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:07/27/2023
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 got my membership on Jun 5th for 2 hours tutoring per month ($159). I was assigned to a 2-hour session on June 23rd after calling the tutor, but she never came to class (no early notification). I would like to cancelled my membership within the first 30 days guarantee window, then I noticed there wasn't an Unsubscribed button on the website. I also couldn't modify or remove my credit card. I sent them an email on 26th but they never replied. I called them to explain what happened and I would like to cancel my membership, also mentioned their unlimited group classes did not fit both my level nor schedule. She apologized and said please gave them a chance to fix this. She would not charge me in July so I could have 3 hours with a new tutor for free. One was on July 3rd (counted as part of the June credit), and rest of the 2 hours will be July's 2 hours credit.I took 2 classes with the new tutor, then she did not came to our third class on 24th (no early notification neither, but she did confirmed our class via email in the morning). I still have 1 hour credit left but didn't wanna continue on Varsity Tutors. I called them again for cancellation, but the lady told me I had 2 options: either downgrade my account to $49 for unlimited group classes, or paused my account for a while. I told them just cancel my membership because I do not trust their service anymore. She said although I've already passed the 30 days guarantee window (because I didnt get any expected service), she would still write a ticket for membership cancellation request. The cancellation email will come within 48 hours so I just need to be patient. I haven't receive the email yet, but I saw a lot of people online having the same issue about this company keeps pushing back the date so people are unable to cancel membership or ask for refund. My next billing date will be Aug 5th. I don't want them to charge me again. I would like to cancel my membership immediately and never see them again.Business Response
Date: 08/01/2023
Please see attached response.
Thank you!
******************************************************************************************** | www.varsitytutors.com
August 1, 2023
Better Business Bureau
******************************** 2060
******************************
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 July 27, 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 June
2023 in order to be matched with an online tutor. On June 5, 2023, ********** purchased a Learning
Membership for use on Varsitys platform, and executed the ***** on that same date. A Learning
Membership entitles customers to a set number of live one-on-one tutoring hours per month on a
recurring monthly basis, in addition to enrollment in certain live classes through Varsitys platform,
among other benefits. Ms. **** Learning Membership was for a period of 12 months, and would include
two (2) hours each month for use with one-on-one tutoring through the platform. During the Learning
Membership, two (2) sessions were invoiced to Ms. **** account by her tutor. On July 25, 2023, Ms.
Luo 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. The request was initially denied, as it was outside of
the cancellation window outlined in the *****. Varsity contacted ********** upon its receipt of the
Complaint and ultimately chose to provide a resolution that was satisfactory to ***********
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: 08/02/2023
Varsity Tutors reached out to me the next day and sent me a membership cancellation email. Although Varsity Tutors website still shows the amount that I need to pay next month, according to the phone call and email, they will no longer charge me in the future. I would like to thank Better Business Bureau for solving my problem!Customer Answer
Date: 08/02/2023
Better Business Bureau:After I filed the complaint (ID *********, ********************** reached out to me the next day and sent me a membership cancellation email. Although their website still shows the amount that I need to pay next month, according to the phone call and email, they will no longer charge me in the future. I would like to thank Better Business Bureau for solving my problem!Initial Complaint
Date:07/22/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I hired Varsity Tutors to help my children with their course work. There were 154 hours not used, which I want refunded to me. Assuming an hourly rate of $50.30/hour, it totals $7,747.22, owed to me. They refuse to give me my money back.Business Response
Date: 07/31/2023
Please see attached response.
Thank you!
******************************************************************************************** | www.varsitytutors.com
July 31, 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 July 22, 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 January 2018 in order to be matched with an online tutor. ********************** made seven (7)
separate purchases through Varsitys platform (January 17, 2018; June 26, 2018; January 20, 2022;
February 17, 2022; March 4, 2022; March 20, 2022; and May 24, 2022, respectively), and executed seven
(7) TOCAUs during that time as well. Between January 20, 2018, and October 17, 2022, **********************
received ongoing tutoring support from his tutors (according to the invoices submitted to Mr. *********************** As set forth in the TOCAUs and indicated to ********************** during his communications with
Varsity prior to the filing of the Complaint, purchased hours expire one year after the date of purchase;
Accordingly, the ***** hours that remained on Mr. ********** account as of May 23, 2023 (one year
after his most-recent purchase on May 24, 2022), expired, although Varsity agreed to reinstate the hours
for an additional three (3) months so that ********************** may continue using the platform without
interruption. From May 31, 2023 until July 28, 2023, Varsity was in continuous communication with Mr.
********* related to a request for a refund for the expired hours, 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: 07/31/2023
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. Even though Varsity Tutor and I do not agree on the total number of remaining hours and the hourly rate/remaining hour, I have accepted their offer for a refund on half of the hours. Thank you very much to BBB for your help in getting a refund for me. Much appreciated.FYI - I have not received the refund by check yet. They said it will take 10 - 14 business days.
Sincerely,
*****************************Initial Complaint
Date:07/21/2023
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 daughter was tutored specifically for two (2) SAT tests that had defined dates that the Varsity Tutors clearly knew. My daughter asked Varsity Tutors to end the tutoring after her last session before the second SAT test on June 3rd and we already paid through June 18. To be sure of this cancellation, I further called on June 19th. However, Varsity Tutors still charged me for the next cycle of June 19-July 18 even though they knew of this cancellation by my daughter and me calling. They refused to refund by email after providing additional detail; this is very disappointing and unprofessional for a services-based business. I've now paid $2400 in fees and clearly been a good customer. Please reconsider your decision and provide me a refund of $329 for the June 19-July 18 period that will not be used or needed as was always made clear.Many thanks,*********************** **************** (is the account #)Business Response
Date: 07/26/2023
Please see attached response.
Thank you!
******************************************************************************************** | www.varsitytutors.com
July 26, 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 July 21, 2023 (and of
which Varsity was made aware on July 22, 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 February 2023 in order to be matched with an online tutor. On February 19, 2023, ********************
purchased a Learning Membership for use on Varsitys platform, and executed the ***** on February
21, 2023. A Learning Membership entitles customers to a set number of live one-on-one tutoring hours
per month on a recurring monthly basis, in addition to enrollment in certain live classes through 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, 17 sessions were invoiced to Mr. ********* account by his tutor. On June 19,
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 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 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: 07/29/2023
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,
*****************************
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