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:06/13/2023
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,
*****************Initial Complaint
Date:06/12/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My daughter called Varsity Tutor in March of 2023 for private tutoring for her upcoming LSAT in April of 2023. She was told that 8 hrs of lessons would cost $749. My daughter signed a contract and began her tutoring. She completed the 8 hrs and took the LSAT. I checked my credit card and saw that I was charged an additional $749 in both April and May - total $1500. Thinking it was a mistake I alerted Varsity Tutor and was told that my daughter signed a legally binding membership contract. I told them that we only wanted 8 hrs of tutoring and that my daughter made that clear when she had contacted them. They said that I was responsible for the money. I told them that we never used any additional tutoring and that I would like a refund. The only thing they offered was 8 hrs of tutoring that I don’t want. They were rude, dismissive and would not budge. They are scamming people as indicated by the many yelp reviews I read. They misrepresented their service and essentially stole $1500 from me. My daughter’s name is **** ******* and that is who the contract is under. Her email is [email protected]. Please help.Business Response
Date: 06/16/2023
June 16, 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 12, 2023. This
letter shall serve as Varsity’s response to the matters raised in the Complaint; however, please note that the
parties have already reached an amicable resolution that fully resolves any and all issues in the
Complaint.
By way of background, Varsity is a live learning platform that, among other things, seamlessly connects
experts and learners in any subject, anywhere, at any time. This includes connecting students with
tutoring, academic enrichment, and test-preparation needs with vetted, independently contracted tutors
and test instructors who provide those services directly to students (not Varsity) online, on dates and at
times agreed upon between them. Varsity’s platform also offers customers/students several different
choices for how to engage with tutors, instructors, experts, and professionals including one-on-one
(between one tutor and student), small group tutoring (between one tutor or instructor and a small group
of selected students), group courses (with one tutor or instructor leading a session with a large number of
participants), or combinations of the above. Customers/students of the platform can also get immediate,
live, one-on-one tutoring or instruction in more than 100 subjects in as little as 15 seconds by connecting
with a tutor through the Instant Tutoring feature on Varsity’s platform. In 2022, Varsity began 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 customer (as well as the account holder), Lane, first contacted Varsity in March 2023 in order to
be matched with an online tutor. On March 10, 2023, Lane purchased a Learning Membership for use on
Varsity’s platform, and executed the TOCAU on March 19, 2023. A Learning Membership entitles
customers to a set number of live one-on-one tutoring hours per month on a recurring monthly basis, in
addition to enrollment in certain live classes through the Varsity platform, among other benefits. Lane’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, four (4) sessions
were invoiced to Lane’s account by her tutor. The Learning Membership auto-renewed for additional
months in April and May, respectively, as set forth/agreed to in the TOCAU. On June 6, 2023, Lane
indicated to Varsity that she did not wish to continue with the Learning Membership for the remainder of
the term, and she preferred to cancel it and receive a refund for the month(s) 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 Lane and provided what it believes to be an amicable resolution (and Varsity remains further
willing to discuss any outstanding concerns with Ms. ******* should she wish to do so).
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:06/09/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We signed up for tutoring support for our son in November of 2022. Upon signing, I did ask if we could cancel if it was no longer needed. The answer was yes. Our son has not used the service, so it is not worth keeping. I have gone through their chat system, asking to cancel. The system stated they could not cancel, and that our account manager would have to cancel. They were supposed to call on 6/7; no call. I tried again this morning, and now they are saying they cannot cancel. Period. That is not what was shared with me upon signing up. In research, it appears this is happening to a lot of families. This is an expensive service, and it's shameful they would treat customers as such. I'm not looking for any money back for what we've paid, I want them to hold up what was shared with me when I signed up so that we could cancel. Any help is greatly appreciated.Business Response
Date: 06/29/2023
June 29, 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 June 9, 2023 (and of
which Varsity was made aware on June 26, 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 Mr. ***** specifically and according to Varsity’s records, Mr. ***** first contacted Varsity
in November 2022 in order to be matched with an online tutor. On November 22, 2022, Mr. *****
purchased a Learning Membership for use on Varsity’s platform, and executed the TOCAU on November
25, 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. Mr. *****’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, two (2) sessions were invoiced to Mr. *****’s account by his tutor. On June
5, 2023, Mr. ***** indicated to Varsity that he did not wish to continue with the Learning Membership
for the remainder of the term, and he preferred to cancel it. At the time of Varsity’s receipt of the
Complaint, Varsity had already been in contact with Mr. *****and ultimately chose to provide a
resolution that was satisfactory to him.
Please consider this Varsity’s response to the Complaint (which, at this time, Varsity considers to have
been resolved). Varsity is proud to be an affiliate of the BBB and values the relationship. If you have any
questions or comments, or would like to further discuss, please do not hesitate to contact me.
Regards,
****** *****
****** ********* *********
** ***** ******** * ** ***** ********
** ***************************Initial Complaint
Date:06/09/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I paid for a month by month subscription for my daughter and a few weeks into it came to the realization that this was not for her However, every time I tried to cancel (not wanting my money back but just not to be charged again) I had to go through hoops - you cant ever get your account manager on the line and end up holding foreverand you can only cancel through them. They will tell you they will have that person call you back during a certain window of time and to basically be waiting on their call, but then still dont call! Finally once speaking with them they essentially kept trying to convince me to stay, not letting me off the phone. I finally agreed to extend it for another month so we could use the hours she had not used and then they would follow up. They did follow up and then I went through the same thing again (wanting to cancel, but them continuing to badger me to extend it again for another month to use those hours). However, this time they did not follow up as they said and I was charged another $330 for tutoring (I still had 3 hours of tutoring not used).Ive continuously reached out to them to discuss this matter and every time someone takes notes to pass it along to someone else, or no one has called me back, etc. Then ultimately they send me an email with a denial for a refund. So as a customer you absolutely can not cancel unless you speak to your account rep or someone at that level (impossible to get a hold of), however they are able to deny your refund, etc. over email. This is a complete racket - they essentially wont let people cancel, whats worse they hide behind the ********************* folks for defense so they dont have to listen or actually do whats right.You would think for an educational program that integrity would be highly regarded, but that has not been the case with this company.Business Response
Date: 07/06/2023
Please see attached response.
Thank you!
******************************************************************************************** | www.varsitytutors.com
July 6, 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 9, 2023 (and of
which Varsity was made aware on June 26, 2023. This letter shall serve as Varsitys response to the
matters raised in the Complaint; however, although Varsitys attempts to make contact with ****************
since its receipt of the Complaint have gone unanswered, Varsity has provided what it believes to be an
amicable resolution and remains further willing to address any outstanding issues with *****************
By way of background, Varsity is a live learning platform that, among other things, seamlessly connects
experts and learners in any subject, anywhere, at any time. This includes connecting students with
tutoring, academic enrichment, and test-preparation needs with vetted, independently contracted tutors
and test instructors who provide those services directly to students (not Varsity) online, on dates and at
times agreed upon between them. Varsitys platform also offers customers/students several different
choices for how to engage with tutors, instructors, experts, and professionals including one-on-one
(between one tutor and student), small group tutoring (between one tutor or instructor and a small group
of selected students), group courses (with one tutor or instructor leading a session with a large number of
participants), or combinations of the above. Customers/students of the platform can also get immediate,
live, one-on-one tutoring or instruction in more than *************** as little as 15 seconds by connecting
with a tutor through the Instant Tutoring feature on Varsitys platform. In 2022, Varsity began offering
Learning Memberships, which is a comprehensive solution that provides multimodal learning services to
help customers achieve their learning goals. As independent contractors, the tutors, instructors, and
experts who offer their services through the platform (in any capacity) have their own materials, styles,
and methods as indicated on every page of Varsitys website (www.varsitytutors.com).
In addition to the above, Varsity has expanded its offerings through its platform to include Professional
Certifications. The Professional Certifications offering connects customers/students with tutors and/or
instructors to assist in various professional certification tests (such as NCLEX or SHRM-SCP, among
others), in a one-on-one format or group format. As independent contractors, the tutors, instructors, and
experts who offer their services through the platform (in any capacity) have their own materials, styles,
and methods as indicated on every page of Varsitys website.
Varsity highlights its policies on the website and attempts to set realistic expectations with the potential
customers/students who seek to be matched with a contracted tutor, instructor, or expert through Varsitys
online platform. Varsity is transparent about its services and uses its Terms of Customer Accounts Use
(the *****) to reinforce the process. In fact, the potential customers/students must review and sign
Complaint # ********
Page 2
the ***** and acknowledge the policies before they ever engage in the services of a tutor through
Varsitys platform. Varsitys website is also critical in setting these expectations and explaining the
process and how it works, in addition to setting forth the terms of any guarantees, located at
***************************************************.
Regarding **************** specifically and according to Varsitys records, **************** first contacted Varsity in
February 2023 in order to be matched with an online tutor. On February 20, 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. ****************** 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, one (1) session was invoiced to ****************** account by her tutor. In March, Ms.
****** requested a 60-day pause of the Learning Membership, which Varsity agreed to. Following the
pause, the Learning Membership auto-renewed on May 18, 2023 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 which had already been
paid. While the request for cancellation of the Learning Membership was granted, the request for refund
was initially denied pursuant to the terms set forth in the *****. Upon receipt of the Complaint, Varsity
contacted **************** via email and provided a link that 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: 07/13/2023
Hello - I wanted to make you aware that this issue has been resolved and I did receive a refund after walking one of the resolution specialists through my experience and issue. Since the issue was resolved I have received emails asking me to schedule time to work through this issue (for some reason not everyone knows it was already resolved). I did not schedule yet another time to discuss as there is not a need to rehash whats already been done! I am unclear as to why they do not show resolution in their system. It seems this was one of the initial problems - there are so many people involved from different areas of the company it causes confusion. So net-net I did respond, and did correspond with someone from their resolutions team and the issue has been resolved!Initial Complaint
Date:06/08/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I spoke on the phone with ***** and was told that I was not able to receive a refund. I was unaware that purchasing what was titled a “1-month membership” meant that I was subscribing and that I needed to call (could not even cancel using the portal) in order to cancel my membership. I am just now trying to gather myself and am unemployed so I have no disposable income. I would like to have a full refund for the charge that was made today of $369, and the charge made on May 8th of $369 as I did not use Varsity Tutor services whatsoever during that time. There was an immense lack of clarity regarding purchasing a “1-Month membership” and I see I am not the only one who has had this issue.Business Response
Date: 06/15/2023
Dear Sir or Madam:
Varsity is in receipt of the Complaint (as defined above) filed by Ms. ******** on June 8, 2023. This
letter shall serve as Varsity’s response to the matters raised in the Complaint; however, please note that the
parties have already reached an amicable resolution that fully resolves any and all issues in the
Complaint.
By way of background, Varsity is a live learning platform that, among other things, seamlessly connects
experts and learners in any subject, anywhere, at any time. This includes connecting students with
tutoring, academic enrichment, and test-preparation needs with vetted, independently contracted tutors
and test instructors who provide those services directly to students (not Varsity) online, on dates and at
times agreed upon between them. Varsity’s platform also offers customers/students several different
choices for how to engage with tutors, instructors, experts, and professionals including one-on-one
(between one tutor and student), small group tutoring (between one tutor or instructor and a small group
of selected students), group courses (with one tutor or instructor leading a session with a large number of
participants), or combinations of the above. Customers/students of the platform can also get immediate,
live, one-on-one tutoring or instruction in more than 100 subjects in as little as 15 seconds by connecting
with a tutor through the Instant Tutoring feature on Varsity’s platform. In 2022, Varsity began offering
Learning Memberships, which is a comprehensive solution that provides multimodal learning services to
help customers achieve their learning goals. As independent contractors, the tutors, instructors, and
experts who offer their services through the platform (in any capacity) have their own materials, styles,
and methods as indicated on every page of Varsity’s website (*********************).
In addition to the above, Varsity has expanded its offerings through its platform to include Professional
Certifications. The Professional Certifications offering connects customers/students with tutors and/or
instructors to assist in various professional certification tests (such as NCLEX or SHRM-SCP, among
others), in a one-on-one format or group format. As independent contractors, the tutors, instructors, and
experts who offer their services through the platform (in any capacity) have their own materials, styles,
and methods as indicated on every page of Varsity’s website.
Varsity highlights its policies on the website and attempts to set realistic expectations with the potential
customers/students who seek to be matched with a contracted tutor, instructor, or expert through Varsity’s
online platform. Varsity is transparent about its services and uses its Terms of Customer Accounts Use
(the “TOCAU”) to reinforce the process. In fact, the potential customers/students must review and sign
the TOCAU and acknowledge the policies before they ever engage in the services of a tutor through
********* * ********
**** *
Varsity’s platform. Varsity’s website is also critical in setting these expectations and explaining the
process and how it works, in addition to setting forth the terms of any guarantees, located at
***********************************************
Regarding Ms. ******** specifically and according to Varsity’s records, Ms. ******** first contacted
Varsity in April 2023 in order to be matched with an online tutor. On April 8, 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 the Varsity
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, three (3) sessions were invoiced to Ms. ********’s account by her
tutor. The Learning Membership auto-renewed for additional months in May and June, respectively, as set
forth/agreed to in the TOCAU. On June 8, 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:06/08/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I contacted the company in April to cancel my membership for the summer and to ensure I was not billed for the hours I was not going to use. A rep called me and said she should change my contract renewal date so the hours I had would be applied to the remaining schedule I had planned through May 8th. I explained that I wanted to have two additional sessions following May 8th and was told that I should just keep them scheduled and I would be charged for those individual hours separately. I checked my account on their website around May 11th, and it showed I had no active membership; those screens were now blank, and it asked if I wanted to sign up. I took this as confirmation my membership was canceled. On May 16th, I received an email saying that my new membership was activated and $269 was charged to my card. On May 18th, I contacted support asking why a new membership was openedno response from the company. I sent a follow-up on June 2nd and am still waiting to receive a response. I sent a new support request via email on June 7th, but I am still waiting to receive a response.Business Response
Date: 06/15/2023
Please see attached response.
Thank you!
******************************************************************************************** | www.varsitytutors.com
June 15, 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 8, 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 8, 2023, **************** purchased a
Learning Membership for use on Varsitys platform, and executed the ***** on that same date. A
Learning Membership entitles customers to a set number of live one-on-one tutoring hours per month on a
recurring monthly basis, in addition to enrollment in certain live classes through the Varsity platform,
among other benefits. **************** Learning Membership was for a period of 12 months, and would
include four (4) hours each month for use with one-on-one tutoring through the platform. During the
Learning Membership, 13 sessions were invoiced to **************** account by his tutor. On May 18, 2023,
**************** indicated to Varsity that he did not wish to continue with the Learning Membership for the
remainder of the term, and he preferred to cancel it and receive a refund for the month which had already
been paid. 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: 06/15/2023
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:06/07/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a month by month plan and didn’t not sign a contract for more than that. I asked for a two month plan only and it was agreed. On month three, after not even have lessons set up I was charged again. I was then told my case would be assessed since I had signed the agreement. In which I did but I didnt sign for more than monthly. This company is a thief. I will never recommend them again. This is their last chance for a refund.
Business Response
Date: 06/14/2023
Varsity is in receipt of the Complaint (as defined above) filed by Ms. ********* on June 7, 2023 (and of
which Varsity was made aware on June 8, 2023). This letter shall serve as Varsity’s response to the
matters raised in the Complaint; however, please note that the parties have already reached an amicable
resolution that fully resolves any and all issues in the Complaint.
By way of background, Varsity is a live learning platform that, among other things, seamlessly connects
experts and learners in any subject, anywhere, at any time. This includes connecting students with
tutoring, academic enrichment, and test-preparation needs with vetted, independently contracted tutors
and test instructors who provide those services directly to students (not Varsity) online, on dates and at
times agreed upon between them. Varsity’s platform also offers customers/students several different
choices for how to engage with tutors, instructors, experts, and professionals including one-on-one
(between one tutor and student), small group tutoring (between one tutor or instructor and a small group
of selected students), group courses (with one tutor or instructor leading a session with a large number of
participants), or combinations of the above. Customers/students of the platform can also get immediate,
live, one-on-one tutoring or instruction in more than 100 subjects in as little as 15 seconds by connecting
with a tutor through the Instant Tutoring feature on Varsity’s platform. In 2022, Varsity began offering
Learning Memberships, which is a comprehensive solution that provides multimodal learning services to
help customers achieve their learning goals. As independent contractors, the tutors, instructors, and
experts who offer their services through the platform (in any capacity) have their own materials, styles,
and methods as indicated on every page of Varsity’s website **********************).
In addition to the above, Varsity has expanded its offerings through its platform to include Professional
Certifications. The Professional Certifications offering connects customers/students with tutors and/or
instructors to assist in various professional certification tests (such as NCLEX or SHRM-SCP, among
others), in a one-on-one format or group format. As independent contractors, the tutors, instructors, and
experts who offer their services through the platform (in any capacity) have their own materials, styles,
and methods as indicated on every page of Varsity’s website.
Varsity highlights its policies on the website and attempts to set realistic expectations with the potential
customers/students who seek to be matched with a contracted tutor, instructor, or expert through Varsity’s
online platform. Varsity is transparent about its services and uses its Terms of Customer Accounts Use
(the “TOCAU”) to reinforce the process. In fact, the potential customers/students must review and sign
the TOCAU and acknowledge the policies before they ever engage in the services of a tutor through
Varsity’s platform. Varsity’s website is also critical in setting these expectations and explaining the
process and how it works, in addition to setting forth the terms of any guarantees, located at
***********************************************
Regarding Ms. ********* specifically and according to Varsity’s records, Ms. ********* first contacted
Varsity in March 2023 in order to be matched with an online tutor. On March 8, 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 the Varsity
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, eight (8) sessions were invoiced to Ms. *********’s account by her
tutor. The Learning Membership auto-renewed for additional months in April and May, respectively, as
set forth/agreed to in the TOCAU. On May 14, 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 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 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:06/07/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 5/26 I was charged $730.13 for a service I had no intention on using. It was never communicated to me when I signed up for the service over the phone with a representative that I would be charged monthly. It was presented as a 1 time charge for tutoring hours and that would be it.Business Response
Date: 06/21/2023
June 21, 2023
Better Business Bureau
*** ** ********* **** ****
*** ****** ** *****
Re: Complaint #******** (the “Complaint”) – *** ***** (“Mr. *****”)
Varsity Tutors LLC’s (“Varsity”) Response to the Complaint
Dear Sir or Madam:
Varsity is in receipt of the Complaint (as defined above) filed by Mr. ***** on June 7, 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 Mr. ***** specifically and according to Varsity’s records, Mr. ***** first contacted Varsity in
April 2023 in order to be matched with an online tutor. On April 24, 2023, Mr. ***** purchased a
Learning Membership for use on Varsity’s platform, and executed the TOCAU on April 25, 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 the Varsity platform,
among other benefits. Mr. *****’s Learning Membership was on a month-to-month basis, and would
include eight (8) hours each month for use with one-on-one tutoring through the platform. During the
Learning Membership, seven (7) sessions were invoiced to Mr. *****’s account by his tutor. In May 2023,
the Learning Membership auto-renewed for an additional month, as set forth/agreed to in the TOCAU. On
May 31, 2023, Mr. ***** indicated to Varsity that he did not wish to continue with the Learning
Membership and he preferred to cancel it and receive a refund 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 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,
****** *****
****** ********* *********
** ***** ******** * ** ***** ********
** ***************************
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