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.
- 186 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:06/20/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We wanted 3 days a week, 2 hours per session for 30 days of $1,238.00. I called them about this bill and they said that we went over hours. They said it was 2 hours a month and I told her that is not what I wanted and they said they did not inform us. I told her I wanted to cancel it. They did not want to give it to me. I told them I didn&#**;t know I went over the hours and didn&#**;t tell me there was any billing for this. The agent misinformed me. They refused my first refund. I just want the recordings and they said they could not give them to me. I was misinformed and no reminder that I was going over hours.
Business Response
Date: 06/26/2023
Please see attached response.
Thank you!
Customer Answer
Date: 07/03/2023
Hello ,
i did receive a call back the next day after filing the complaint . Therefore yes the issue have been solve thanks you your help .Initial Complaint
Date:06/18/2023
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 signed my daughter up for a monthly tutoring plan. The contract is only monthly and Varsity Tutors continues to try to bill although I emailed cancelling the plan per the terms of contract. They do not answer their phone. When i emailed as directed they sent me to website WHERE THERE IS NO OPTION TO CANCEL,this is a scam.Business Response
Date: 06/26/2023
Please see attached response.
Thank you!
******************************************************************************************** | www.varsitytutors.com
June 26, 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 June 18, 2023 (and of
which Varsity was made aware on June 19, 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 9, 2023, ******************
purchased a Learning Membership for use on Varsitys platform, and executed the ***** on February
14, 2023. A Learning Membership entitles customers to a set number of live one-on-one tutoring hours
per month on a recurring monthly basis, in addition to enrollment in certain live classes through Varsitys
platform, among other benefits. Mr. ******** Learning Membership was on a month-to-month basis, and
would include four (4) hours each month for use with one-on-one tutoring through the platform. During
the Learning Membership, 10 sessions were invoiced to Mr. ******** account by his tutor through May
2023. The Learning Membership continued to auto-renew monthly through June 2023 as set forth/agreed
to in the *****. On June 12, 2023, ****************** indicated to Varsity that he did not wish to continue
with the Learning Membership, and he 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 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: 06/28/2023
while i am going to accept their response it should be noted recent *** cases against Amazon and other online subscription services strongly suggest that they will be hearing from the *** once they are made aware of the difficulty in cancellingCustomer Answer
Date: 06/29/2023
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,
*********************Initial Complaint
Date:06/18/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I called to cancel my Varsity subscription in December. I was told that a pause may suit me better as I has just started a new job and didn’t have time at that moment to learn. I agreed. I do not remember how long of a pause I agreed to but (and we will get here in a bit) it ended up being 60 days. I noticed 250 was being taken out of my account for four months despite the fact that Varsity knew I had NO lessons scheduled (email on March 6 saying “we see you have no lessons scheduled”). I was told by the guy on the phone to call back when I wanted to resume. I was never told, if you do not call back, you will be charged but that’s the rule they employ. I was told a “follow up” call occurred sometime in February but I never got one and they resumed charging me then. I called today to ask about it and was told a “pause” means the subscription is paused and I’d have to call back to cancel it if I wanted to do that otherwise it would charge me. The opposite of what I was told (“give us a call back when you want to resume”). They see I have no lessons scheduled because they emailed me in March about it. They see I have had no context with them since. They see that I have not logged in or used the app and then directed me to the contract. My contract says nothing about resuming paused and provides that the only was to cancel is to email (when apparently you can also call and use the app to cancel) meaning the contract is grass as they modify it when they like to. I’ve requested a refund but was told by Jasmine (who doesn’t have the authority to decline my request for refund) that my refund was declined. I asked to speak to someone besides her and that was denied. I think she forgot I am the customer and she is the customer service rep. I am appalled at the level issue. They noted a “follow up” after my pause but could not tell me what the result of the “follow up” was. Why was the follow up noted? To determine whether I wanted to resume lessons. What was the outcome?Business Response
Date: 06/23/2023
June 23, 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 June 18, 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
Complaint # ********
Page 2
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
October 2022 in order to be matched with an online tutor. On October 28, 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 for a period of 24 months, and would
include four (4) 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. On June 18,
2023, Ms. **** indicated to Varsity that she did not wish to continue with the Learning Membership for
the remainder of the term, and she preferred to cancel it and receive a refund for the months which had
already been paid. While the request for cancellation of the Learning Membership was granted, the
request for refund was initially denied pursuant to the terms set forth in the 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:06/15/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My 16 year old son signed up for Varsity Tutors for 4 hours. Varsity Tutors in now charging my $329 2 months later. They are saying I have a subscription. We never signed up for that. Need a refund of $329. Do not charge again.Customer Answer
Date: 06/16/2023
I have been told by Varsity Tutors that a refund has been issued. I can withdraw this complaint. Complaint can be considered resolved.
***************************
Initial Complaint
Date:06/15/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 6/9 I called an requested my subscription be canceled. I've read the contract and I'm well within the initial 30 days of payment, so I am within my right to cancel. I was told my request would be submitted and I would receive a follow up email within 5 days. On 6/15 I called again to see the status of the cancelation. After explaining why I was calling, I was offered 4 different choices to continue my membership. I explained each time that I simply wish to cancel. Finally I was told they would be resubmiting my request and I would need to wait 2 more business days for a response. My 30 days ends on 6/23 and I sense they are bidding their time until it's past and won't honor the requests put in.Customer Answer
Date: 06/17/2023
They reached out and successfully canceled my account with themInitial Complaint
Date:06/14/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Varsity Tutors billed me for another month of membership after I called and requested a cancelation of my membership. I called in April 6th and requested that my membership be canceled because I was able to get tutoring hours through a program called BrightHorizons and no longer needed the membership. I was told that this would be handled. On their website, I saw that my membership was no longer active in the months of April and May. Suddenly on June 6th, I was charged once again for the monthly membership. I immediately called in and asked that the charges be reversed and my membership be confirmed to be canceled. The person I spoke to assured me that they would take care of it - and then about two days later I got an email stating that my request for a refund was denied due to Terms of Use, which says I have to cancel 7 days before the monthly renewal. Well - I DID REQUEST CANCELATION WAY BACK IN APRIL. The company intentionally places barriers in front of subscribers to make it difficult to stop memberships once they have been started. First, you cannot cancel your membership through their website, which is absolutely ridiculous. Then, when I called and spoke to someone, it turns out that it's impossible to speak with anyone who has the authority to cancel or reverse charges - they have to file a ticket with another department, and they will not allow you to speak to anyone in that department - your request is submitted and you have to wait to hear a decision. Also, asking to speak to someone in management is denied - there is no one you can escalate to for resolution.The entire process is designed to trap you into a membership. The tutoring is great, the company is shady and they will do anything they can to trap you into a membership. I will be disputing these charges with my credit card company.Customer Answer
Date: 06/15/2023
Varsity Tutors has done the right thing and they have refunded me after my second request and escalation with BBB and my credit card.Initial Complaint
Date:06/13/2023
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 purchased tutoring services for my son. It was for 6 months. I was never made aware that contract would automatically renew. When I called Varsity Tutors on May 23, I cancelled contract and was told by a representative that I would be reimbursed for 2 months $698). It did not happen. Called today to follow up and rep said that I was erroneously told I would be reimbursed and he apologized for previous persons "mistake" and I was not being reimbursed. Also told the hours do not roll over so it cannot even be used at a later date. I will not pay 700 dollars for services my son never received.Business Response
Date: 06/23/2023
*** ** ****** ***** ***** *** * *** ****** ** ***** * *********************
June 22, 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 June 13, 2023
(and of which Varsity was made aware on June 14, 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
********* * ********
Page 2
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 son
and Varsity’s customer (as well as the account holder), *******, first contacted Varsity in October 2022
in order to be matched with an online tutor. On October 19, 2022, ******* purchased a Learning
Membership for use on Varsity’s platform, and executed the TOCAU on November 1, 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 the Varsity platform,
among other benefits. *******’s Learning Membership was for a period of six (6) months, and would
include four (4) hours each month for use with one-on-one tutoring through the platform. During the
Learning Membership, five (5) sessions were invoiced to *******’s account by his tutor. In April 2023,
the Learning Membership auto-renewed for an additional six (6) months as set forth/agreed to in the
TOCAU. On May 23, 2023, Ms. ************** indicated to Varsity that she did not wish to continue with
the Learning Membership for the remainder of the term, and she preferred to cancel it and receive a
refund for the months which had already been paid. While the request for cancellation of the Learning
Membership was granted, the request for refund was initially denied pursuant to the terms set forth in the
TOCAU. Varsity contacted ******* upon its receipt of the Complaint and ultimately chose to provide a
resolution that was satisfactory to him (remains further willing to address any outstanding issues with
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:06/13/2023
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 signed my daughter up for 1 month of tutoring in February, we signed up for 4 weekly tutoring sessions to be completed within a month. The tutors were in other countries with poor connectivity and were absent for part of the sessions, and had scheduling difficulties, no shows, resulting in extra unused hours by the end of the month. I called end of February and canceled, we used our final hours the first week of March, and a month later they began charging ** again without permission.4/1-$673.75 5/1-$539 Im very disappointed and feel like I was cheated by this company. I would like to get the money returned asap.Business Response
Date: 06/22/2023
Please see attached response.
Thank you!
******************************************************************************************** | www.varsitytutors.com
June 22, 2023
Better Business Bureau
***********************************************************************
Re: Complaint #******** (the Complaint) ***** North (Ms. ********************************* (Varsity) Response to the Complaint
Dear Sir or Madam:
Varsity is in receipt of the Complaint (as defined above) filed by Ms. ***** on June 13, 2023 (and of
which Varsity was made aware on June 14, 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 Ms. ***** specifically and according to Varsitys records, Ms. ***** first contacted Varsity in
February 2023 in order to be matched with an online tutor. On February 1, 2023, Ms. ***** 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 the Varsity platform,
among other benefits. Ms. ****** Learning Membership was on a month-to-month basis, and would
include eight (8) hours each month for use with one-on-one tutoring through the platform. During the
Learning Membership, five (5) sessions were invoiced to Ms. ****** account by her tutor. The Learning
Membership auto-renewed for an additional month in both April and May of 2023, as set forth/agreed to
in the *****. On May 27, 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 *****. Varsity contacted
Ms. ***** 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: 06/22/2023
I would like to state for the record that I requested to be refunded the 2 months charges (April & May) as a part of the resolution. Someone from Varsity Tutors called me yesterday to confirm that they would approve that refund of those charges. This is what was agreed, I filed a dispute for the amount with my bank, and the amount was credited to my account. As long as Varsity Tutors approves the refund, I agree this is settled. If they dont put their approval of the reversal of funds in writing, I will not accept resolution.Initial Complaint
Date:06/13/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On April 12, I signed up for a month of tutoring from Varsity Tutors. I told them I want to get tutoring up until May 9 to get my daughter ready for the state test. I told them I only wanted it for a month. On May 12, I was charged $579 for the next month. I called them and told them that I only wanted it for a month. They looked into it and declined my request. I have called them twice and asked for them to listen to the recording where I told them that I only wanted it for a month. They keep denying my refund.Business Response
Date: 06/20/2023
Please see attached response.
Thank you!
******************************************************************************************** | www.varsitytutors.com
June 20, 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 June 13, 2023 (and of
which Varsity was made aware on June 14, 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
Complaint # ********
Page 2
(the *****) to reinforce the process. In fact, the potential customers/students must review and sign
the ***** and acknowledge the policies before they ever engage in the services of a tutor through
Varsitys platform. Varsitys website is also critical in setting these expectations and explaining the
process and how it works, in addition to setting forth the terms of any guarantees, located at
***************************************************.
Regarding ************ specifically and according to Varsitys records, ************ first contacted Varsity in
April 2023 in order to be matched with an online tutor. On April 11, 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 the Varsity platform,
among other benefits. ************** Learning Membership was on a month-to-month basis, and would
include eight (8) hours each month for use with one-on-one tutoring through the platform. During the
Learning Membership, eight (8) sessions were invoiced to ************** account by her tutor. In May, the
account auto-renewed for an additional month as set forth/agreed to in the *****. On May 23, 2023,
************ indicated to Varsity that she did not wish to continue with the Learning Membership, and she
preferred to cancel it and receive a refund for the month of May. While the request for cancellation of the
Learning Membership was granted, the request for refund was initially denied pursuant to the terms set
forth in the *****. Upon receipt of the Complaint, Varsity contacted ************ via email and provided
a link that 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;
nonetheless, Varsity has already provided what it believes to be an amicable resolution and remains
further willing to address any outstanding issues with *************
Please consider this Varsitys response to the Complaint (which, at this time, Varsity considers to have
been resolved). Varsity is proud to be an affiliate of the BBB and values the relationship. If you have any
questions or comments, or would like to further discuss, please do not hesitate to contact me.
Regards,
***********************
Senior Corporate Paralegal
p: ************** | f: **************
e: ********************************Customer Answer
Date: 06/21/2023
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:06/13/2023
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 signed up for the Varsity Tutors NMLS 100% pass guarantee course on 4/15/2023. I paid $582.00 on 4/15/2023 and $582.00 on 5/15/2023 for a total of $1,164.00 for 12 hours of tutoring. At the end of my tutoring sessions, I was strongly advised by my tutor to take as long as I needed to study and not to rush into it. My last tutoring session was on May 2, 2023. I scheduled the test for May 31, 2023. Unfortunately, I did not pass the test. As instructed by Varsity Tutors, I submit my failing test grade to them so I could re-take the tutoring session free of cost or obtain a refund per their 100% pass guarantee. I was told that I was not entitled to no cost tutoring or a refund because I was supposed to take the test within 2 weeks of my last tutoring session. I explained that my tutor highly encouraged me to wait to take the test until I felt I was ready and not to rush it. The representative I spoke with was ****** (June 13, 2023, approximately 1:00 pm ** time) ****** advised me that I signed a document that said I had 2 weeks to take the test once tutoring was complete. I went back to the document; it is pages and pages of small print, extremely difficult to read. (I have attached the document) Once my tutor specifically told me there was no need to rush, I trusted him and that he knew what he was talking about since Varsity Tutors is who I paid and who assigned my tutor to me. ****** advised me there was nothing they could do to help me, she stated We do not educate our tutors on our policies. I was led to believe by Varsity Tutors during my initial call, there was absolutely no risk with a 100% pass guarantee. I feel very misled. All over the internet and on all their ads they promote their 100% pass guarantee. I have attached a few samples from their internet ads. If my tutor is representing Varsity Tutors, he should be educated on their policies. Varsity Tutors is looking for a way to avoid their highly advertised 100% pass guarantee!Business Response
Date: 06/20/2023
Please see attached response.
Thank you!
******************************************************************************************** | www.varsitytutors.com
June 20, 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 June 13, 2023 (and of
which Varsity was made aware on June 14, 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
April 2023 in order to be matched with an online tutor. On April 15, 2023, ************ purchased a package
of hours for use on Varsitys platform, and executed the ***** on April 16, 2023 . Between April 18,
2023 and May 2, 2023, six (6) sessions were invoiced to ************** account by his tutor. On June 13,
2023, ************ contacted Varsity and requested a refund, citing the Pass Guarantee.1 At that time, Mr.
**** was advised that he was not eligible for a refund pursuant to the Pass Guarantee because he did not
meet all of the required criteria.
Nonetheless, 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: ********************************
1 Varsitys Pass Guarantee is outlined on its website, at ***************************************************, and is also
set forth in the ***** (which ************ executed at the time of his purchase, thereby indicating his understanding of
the Pass Guarantee as well as the additional terms set forth therein).Customer Answer
Date: 06/20/2023
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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