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:06/07/2023
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 was contacted by a consultant for Varsity Tutors to buy a monthly membership. I stated I wanted 1 month only. She agreed. I was told it would be canceled after 1 month. They charged me for the second month. They stated it is monthly and I cannot get my money back. I have texts from a consultant stating one month only. I was charged $329. They say they do not refund.Customer Answer
Date: 06/08/2023
The business has refunded me. The issue is resolvedInitial Complaint
Date:06/06/2023
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 signed my daughter up with Varsity Tutoring in April 2023 for the remainder of her college semester. At no time was I advised that I needed to call in to terminate the contract. On May 2nd I was billed $649 for an additional month of services (8 hours total) which for which she has only could use 1 hour use for since my daughter is no longer in school. I have contacted varsity tutoring and they will not reimburse me since I did not cancel the membership prior to May 2023. I have been told I would be receiving a call to discuss a refund for the hours we couldn't use but they never call me. They have only tried to sell us other products which we do not want.
Business Response
Date: 06/14/2023
****** ******** ******
*** ** ********* **** ****
*** ****** ** *****
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 6, 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. ********’s daughter, *****,
first contacted Varsity in April 2023 in order to be matched with an online tutor. On April 2, 2023, *****
purchased a Learning Membership for use on Varsity’s platform, and executed the TOCAU on that same
date. A Learning Membership entitles customers to a set number of live one-on-one tutoring hours per
month on a recurring monthly basis, in addition to enrollment in certain live classes through the Varsity
platform, among other benefits. *****’s Learning Membership was 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 *****’s account by her tutor. On May 2, 2023,
the Learning Membership auto-renewed for an additional month as set forth/agreed to in the TOCAU. On
May 3, 2023, ***** indicated to Varsity that she did not wish to continue with the Learning Membership
for the remainder of the term, and she preferred to cancel it and receive a refund for the month which had
already been paid. While the request for cancellation of the Learning Membership was granted, the
request for refund was initially denied pursuant to the terms set forth in the TOCAU. Varsity contacted
Mr. ******** upon its receipt of the Complaint and ultimately chose to provide a resolution that was
satisfactory to everyone (although Varsity remains willing to discuss any outstanding concerns with Mr.
******** should he 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:06/06/2023
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 signed our daughter up with Varsity Tutors using chat on November 3rd of 2022. Varsity Tutors was advertising a sixth month enrollment and that made sense for us since it coincided with when her school year was ending. When I enrolled I believed I was agreeing to six months of service. I was not interested in anything beyond that. I was not advised that auto-billing would continue beyond the end of the six month period. The contract indicated a period from 11/03 - 05/03. On May 3rd we were billed $299 for an additional month of service which we did not expect, did not want, and could not use. We contacted Varsity Tutors the next day (May 4th) and had at least 6 more contacts with them over the following weeks. They have refused to refund us despite the fact that we contacted them immediately after being improperly billed. They will not allow us to speak directly with anyone with authority to make a decision. We can only speak with front-line people who then relay our information to the decision makers who then send us email form letters that say we are "ineligible" for a refund.Business Response
Date: 06/14/2023
Re: Complaint #******** (the “Complaint”) – ***** *** **** (“Ms. *** ****”)
Varsity Tutors LLC’s (“Varsity”) Response to the Complaint
Dear Sir or Madam:
Varsity is in receipt of the Complaint (as defined above) filed by Ms. *** **** on June 6, 2023. This letter
shall serve as Varsity’s response to the matters raised in the Complaint; however, please note that the
although Varsity’s attempts to make contact with Ms. *** **** since its receipt of the Complaint have gone
unanswered, Varsity has provided what it believes to be an amicable resolution and remains further
willing to address any outstanding issues with Ms. *** ****.
By way of background, Varsity is a live learning platform that, among other things, seamlessly connects
experts and learners in any subject, anywhere, at any time. This includes connecting students with
tutoring, academic enrichment, and test-preparation needs with vetted, independently contracted tutors
and test instructors who provide those services directly to students (not Varsity) online, on dates and at
times agreed upon between them. Varsity’s platform also offers customers/students several different
choices for how to engage with tutors, instructors, experts, and professionals including one-on-one
(between one tutor and student), small group tutoring (between one tutor or instructor and a small group
of selected students), group courses (with one tutor or instructor leading a session with a large number of
participants), or combinations of the above. Customers/students of the platform can also get immediate,
live, one-on-one tutoring or instruction in more than 100 subjects in as little as 15 seconds by connecting
with a tutor through the Instant Tutoring feature on Varsity’s platform. In 2022, Varsity began offering
Learning Memberships, which is a comprehensive solution that provides multimodal learning services to
help customers achieve their learning goals. As independent contractors, the tutors, instructors, and
experts who offer their services through the platform (in any capacity) have their own materials, styles,
and methods as indicated on every page of Varsity’s website (*********************).
In addition to the above, Varsity has expanded its offerings through its platform to include Professional
Certifications. The Professional Certifications offering connects customers/students with tutors and/or
instructors to assist in various professional certification tests (such as NCLEX or SHRM-SCP, among
others), in a one-on-one format or group format. As independent contractors, the tutors, instructors, and
experts who offer their services through the platform (in any capacity) have their own materials, styles,
and methods as indicated on every page of Varsity’s website.
Varsity highlights its policies on the website and attempts to set realistic expectations with the potential
customers/students who seek to be matched with a contracted tutor, instructor, or expert through Varsity’s
online platform. Varsity is transparent about its services and uses its Terms of Customer Accounts Use
(the “TOCAU”) to reinforce the process. In fact, the potential customers/students must review and sign
the TOCAU and acknowledge the policies before they ever engage in the services of a tutor through
Varsity’s platform. Varsity’s website is also critical in setting these expectations and explaining the
process and how it works, in addition to setting forth the terms of any guarantees, located at
***********************************************
Regarding Ms. *** **** specifically and according to Varsity’s records, Ms. *** **** has been a customer
on Varsity’s platform since September 2021, and has made multiple purchases and executed multiple
TOCAUs during that time. More recently (and more directly related to the issues raised in the Complaint),
Ms. *** **** converted the account to a Learning Membership in November 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. Ms. *** **** 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, although Ms.
*** **** ultimately chose not to utilize the Learning Membership and thus no sessions were invoiced to
Ms. *** ****’s account. On May 12 , 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. Upon receipt of the
Complaint, Varsity contacted Ms. *** **** via email and provided a link that she could have used to
schedule a time to speak with Varsity’s representatives regarding the issues raised in the Complaint,
although as of the date of this response no such call has been scheduled; nonetheless, Varsity has already
provided what it believes to be an amicable resolution and remains further willing to address any
outstanding issues with Ms. *** ****.
Please consider this Varsity’s response to the Complaint (which, at this time, Varsity considers to have
been resolved). Varsity is proud to be an affiliate of the BBB and values the relationship. If you have any
questions or comments, or would like to further discuss, please do not hesitate to contact me.
Regards,
****** *****
****** ********* *********
** ***** ******** * ** ***** ********
** ***************************Initial Complaint
Date:06/06/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Signed up for a month by month tutoring service. I was not told that I was in a contract. They charged my account and I have not used the service. Called for a cancellation and a refund and the agent informed me that he can cancel but will not refund me $410.
I checked my account and it was not set up for automatic withdrawals as I was told that it was on a month to month term so I was not expecting that my card would be automatically charged.Business Response
Date: 06/12/2023
****** *** ******** *********
***** ****
*
*** ** ****** ***** ***** *** * *** ****** ** ***** * *********************
**** *** ****
****** ******** ******
*** ** ********* **** ****
*** ****** ** *****
Re: Complaint #******** (the “Complaint”) – ***** ***** (“Ms. *****”)
Varsity Tutors LLC’s (“Varsity”) Response to the Complaint
Dear Sir or Madam:
Varsity is in receipt of the Complaint (as defined above) filed by Ms. ***** on June 2, 2023 (and of which
Varsity was made aware on June 3, 2023). This letter shall serve as Varsity’s response to the matters
raised in the Complaint; however, please note that although Varsity’s attempts to make contact with Ms.
***** since its receipt of the Complaint have gone unanswered, Varsity has provided what it believes to be
an amicable resolution and remains further willing to address any outstanding issues with Ms. *****.
By way of background, Varsity is a live learning platform that, among other things, seamlessly connects
experts and learners in any subject, anywhere, at any time. This includes connecting students with
tutoring, academic enrichment, and test-preparation needs with vetted, independently contracted tutors
and test instructors who provide those services directly to students (not Varsity) online, on dates and at
times agreed upon between them. Varsity’s platform also offers customers/students several different
choices for how to engage with tutors, instructors, experts, and professionals including one-on-one
(between one tutor and student), small group tutoring (between one tutor or instructor and a small group
of selected students), group courses (with one tutor or instructor leading a session with a large number of
participants), or combinations of the above. Customers/students of the platform can also get immediate,
live, one-on-one tutoring or instruction in more than 100 subjects in as little as 15 seconds by connecting
with a tutor through the Instant Tutoring feature on Varsity’s platform. In 2022, Varsity began offering
Learning Memberships, which is a comprehensive solution that provides multimodal learning services to
help customers achieve their learning goals. As independent contractors, the tutors, instructors, and
experts who offer their services through the platform (in any capacity) have their own materials, styles,
and methods as indicated on every page of Varsity’s website (*********************).
In addition to the above, Varsity has expanded its offerings through its platform to include Professional
Certifications. The Professional Certifications offering connects customers/students with tutors and/or
instructors to assist in various professional certification tests (such as NCLEX or SHRM-SCP, among
others), in a one-on-one format or group format. As independent contractors, the tutors, instructors, and
experts who offer their services through the platform (in any capacity) have their own materials, styles,
and methods as indicated on every page of Varsity’s website.
Varsity highlights its policies on the website and attempts to set realistic expectations with the potential
customers/students who seek to be matched with a contracted tutor, instructor, or expert through Varsity’s
online platform. Varsity is transparent about its services and uses its Terms of Customer Accounts Use
(the “TOCAU”) to reinforce the process. In fact, the potential customers/students must review and sign
Complaint # ********
Page 2
the TOCAU and acknowledge the policies before they ever engage in the services of a tutor through
Varsity’s platform. Varsity’s website is also critical in setting these expectations and explaining the
process and how it works, in addition to setting forth the terms of any guarantees, located at
***********************************************
Regarding 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 27, 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. *****’ 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, five (5) sessions were invoiced to Ms. *****’ account by her tutor. On June 2,
2023, the Learning Membership auto-renewed for an additional month as set forth/agreed to in the
TOCAU. That same day, 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. Upon receipt of the Complaint, Varsity contacted Ms. ***** via email and provided a link that
she could have used to schedule a time to speak with Varsity’s representatives regarding the issues raised
in the Complaint, although as of the date of this response no such call has been scheduled; nonetheless,
Varsity has already provided what it believes to be an amicable resolution and remains further willing to
address any outstanding issues with Ms. *****.
Please consider this Varsity’s response to the Complaint (which, at this time, Varsity considers to have
been resolved). Varsity is proud to be an affiliate of the BBB and values the relationship. If you have any
questions or comments, or would like to further discuss, please do not hesitate to contact me.
Regards,
****** *****
****** ********* *********
** ***** ******** * ** ***** ********
** ***************************Initial Complaint
Date:06/05/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a tutoring package from Varsity Tutors during my spring 2023 semester. It was a 1-month package, consisting of four hours of online tutoring, costing $369. I only used two of these hours, however, as I ended up dropping the class. May 30th, 2023, a month after the semester had ended, I noticed my account had been charged another $369 from Varsity Tutors. I called to tell them I had not authorized another month of tutoring hours, as the semester was over and I was not taking any summer classes. I also requested a refund for the unauthorized debit. I then learned that they use an auto-renewal feature of which I was not informed during my initial inquiries over the phone when I first purchased the tutoring hours, and which I did not authorize. I was told that my refund request had been submitted to the billing department.Several days later (June 4th, 2023) I received two emails from Varsity Tutors: an email informing me that my account had been canceled, and a second stating that I was not eligible for a refund. This means that not only was I charged without my knowledge or consent, but was then denied access to the two unused tutoring hours I had already paid for, as well as the four hours I had just been billed for. My desired resolution is a refund of this last $369 charge.Business Response
Date: 06/16/2023
Please see attached response.
Thank you!
******************************************************************************************** | www.varsitytutors.com
June 16, 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 5, 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 is willing to address any outstanding issues with ****************** with respect to an
amicable resolution.
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 March 2023 in order to be matched with an online tutor. On March 30, 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 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 ******************** account by his tutor. On May 30,
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 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 *****. Since its receipt of
the Complaint, Varsity has made multiple attempts to contact ****************** in order to discuss the
Complaint and work toward an amicable resolution. Varsitys attempts at communication have gone
unanswered, although Varsity remains further willing to address any outstanding issues with Mr.
*******,and ****************** is welcome to contact Varsitys Client Experience Team at ************** if he
wishes to discuss the matter further.
Please consider this Varsitys response to the Complaint. 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: 06/17/2023
Varsity Tutors has refunded me the amount I requested, and the initial payment I made to them several months prior. I recieved these refunds June 6th. After I received these refunds, I responded to the customer service agent who had reached out to me via email, in which I confirmed that the matter was resolved (June 7th). Following this email exchange I scheduled a phone conversation with the agent as requested, yet this call was canceled by the agent. I have attached this correspondence, as well as a more recent correspondence with a second agent, to help bring this matter to a close. I am not seeking any further action from Varsity Tutors at this time, and consider the complaint resolved to my satisfaction.Customer Answer
Date: 06/19/2023
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:06/03/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I signed up my daughter for 4 sessions for AP physics and was charged for the month. After 1 session my daughter’s old tutor came back and we decided to go with him so I called varsity tutors and explained the problem and asked them what my options were. They said I did not need to cancel and that they would put my account on hold ( not sure but initially until April) . I called them again a few times to make sure my account was still on hold and since my daughter had 3 left over sessions from Feb which we eventually decided to convert to SAT prep, they delayed my account hold until June 2nd. This was all along a hold on my account and not being charged anymore. I called end of May to cancel my account which they did but I casually asked them if I was charged between Feb and now and they said that I was charged in April and when asked why, they said that they could only offer so many free months. Now the language of free months was never used in the past and I think I was misled into believing that it was a hold on my account without being charged. I called them and told them that I needed a refund on the April payment which they refused and no help was offered.Business Response
Date: 06/09/2023
June 9, 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 3, 2023. This
letter shall serve as Varsity’s response to the matters raised in the Complaint; however, please note that the
parties have already reached an amicable resolution that fully resolves any and all issues in the
Complaint.
By way of background, Varsity is a live learning platform that, among other things, seamlessly connects
experts and learners in any subject, anywhere, at any time. This includes connecting students with
tutoring, academic enrichment, and test-preparation needs with vetted, independently contracted tutors
and test instructors who provide those services directly to students (not Varsity) online, on dates and at
times agreed upon between them. Varsity’s platform also offers customers/students several different
choices for how to engage with tutors, instructors, experts, and professionals including one-on-one
(between one tutor and student), small group tutoring (between one tutor or instructor and a small group
of selected students), group courses (with one tutor or instructor leading a session with a large number of
participants), or combinations of the above. Customers/students of the platform can also get immediate,
live, one-on-one tutoring or instruction in more than 100 subjects in as little as 15 seconds by connecting
with a tutor through the Instant Tutoring feature on Varsity’s platform. In 2022, Varsity began offering
Learning Memberships, which is a comprehensive solution that provides multimodal learning services to
help customers achieve their learning goals. As independent contractors, the tutors, instructors, and
experts who offer their services through the platform (in any capacity) have their own materials, styles,
and methods as indicated on every page of Varsity’s website (*********************).
In addition to the above, Varsity has expanded its offerings through its platform to include Professional
Certifications. The Professional Certifications offering connects customers/students with tutors and/or
instructors to assist in various professional certification tests (such as NCLEX or SHRM-SCP, among
others), in a one-on-one format or group format. As independent contractors, the tutors, instructors, and
experts who offer their services through the platform (in any capacity) have their own materials, styles,
and methods as indicated on every page of Varsity’s website.
Varsity highlights its policies on the website and attempts to set realistic expectations with the potential
customers/students who seek to be matched with a contracted tutor, instructor, or expert through Varsity’s
online platform. Varsity is transparent about its services and uses its Terms of Customer Accounts Use
(the “TOCAU”) to reinforce the process. In fact, the potential customers/students must review and sign
the TOCAU and acknowledge the policies before they ever engage in the services of a tutor through
********* * ********
Varsity’s platform. Varsity’s website is also critical in setting these expectations and explaining the
process and how it works, in addition to setting forth the terms of any guarantees, located at
***********************************************
Regarding Ms. ******** specifically and according to Varsity’s records, Ms. ******** first contacted
Varsity in February 2023 in order to be matched with an online tutor. On February 2, 2023, Ms.
******** purchased a Learning Membership for use on Varsity’s platform, and executed the TOCAU on
February 5, 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. Ms. ********’s Learning Membership was for a period of 12
months, and would include four (4) hours each month for use with one-on-one tutoring through the
platform. During the Learning Membership, four (4) sessions were invoiced to Ms. ********’s account
by her tutor. On May 30, 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,
****** *****
****** ********* *********
** ************ * ** ************
** ***************************
Regards,
******** ******
********* ******* *******
** ************ * ** ************
** ***************************Initial Complaint
Date:06/02/2023
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.
Varsity talked me into a learning membership however the tutors they provided were of no help at all to my daughter. I want to stop the monthly payments and get a refund for the last two months. They have stopped answering the phone and also hang up once connected. Total scam.Business Response
Date: 06/09/2023
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 2, 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 April 2020 in order to be matched with an online tutor. Ms. ******* made four (4) separate
purchases through Varsity’s platform (April 6, 2020; July 3, 2020; October 1, 2020; and May 9, 2022,
respectively), and executed four (4) TOCAUs during that time as well. Between April 8, 2020, and
January 15, 2023, Ms. ******* received ongoing tutoring support from her tutors (according to the
invoices submitted to Ms. *******’s account). On January 17, 2023, Ms. ******* converted the account
to a Learning Membership for use on Varsity’s platform, and executed an additional TOCAU on January
18, 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. Ms. *******’s Learning Membership was for a period of 12
months, and would include four (4) hours each month for use with one-on-one tutoring through the
platform. During the Learning Membership, 11 sessions were invoiced to Ms. *******’s account by her
tutors. Varsity received no direct communication from Ms. ******* regarding the cancellation or refund
of the Learning Membership, and Varsity was unaware of Ms. *******’s dissatisfaction with the Learning
Membership until Varsity’s receipt of the Complaint. At that time, Varsity contacted Ms. ******* 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:06/02/2023
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 have used Varsity Tutors for 2 years, before they had contracts/subscriptions and had no issues.Recently we have been renewed without a notification of expiration email/chat/phone call. We had an issue on 05/23 with not having enough hours in a contracts/subscriptions. was the last month we would use their services and it was suggested by customer service to open another contract/subscription month to month to cover the additional hours required and we could use for *** only never suggested we needed to call to cancel. The subscription/cancel menu on the website has been removed. This is beginning to look like a scam. In the past we have never been required to notify about expiring contract/subscription. We have never been notified about any changes via email, chat or GUI about the account. on *** 29 and may 30 we where charged ****** and ****** for hours we did not want or need. I tried discussing this with customer service but would not let me talk, repeated the same script over an over. I have block the charges via my bank. This morning 6/2/23 i called again and told them to cancel all my contracts/subscriptions and explain the situation stated here. They noted the contract/subscription was changed last year and that they would past this information to customer satisfaction department. Like no email, chat, phone notification that contracts/subscriptions are expiring, pushing additional services that are not needed, not explaining the hole process, removing features from website menus to cancel contracts/subscriptions. Looks like the BBB is plagued with the same comments about Varsity Tutor devious practices listed here.Customer Answer
Date: 06/05/2023
We just received a credit and apology. We have closed all accounts with varsity tutors.Initial Complaint
Date:06/01/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On May 27th I was charged a recurring fee of $750. I had earlier signed up for tutoring sessions a month ago and was not informed that the fee paid was a recurring payment. I was told that I cannot get a refund even though I am no longer using the service and was not informed of the recurring nature of the charges.Business Response
Date: 06/08/2023
Please see attached response.
Thank you!
******************************************************************************************** | www.varsitytutors.com
June 8, 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 1, 2023 (and of
which Varsity was made aware on June 2, 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 26, 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. Mr. ******* 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, six (6) sessions were invoiced to Mr. ******* account by his tutor. On May 26,
2023, the Learning Membership auto-renewed for an additional month, as forth/agreed to in the *****.
On May 30, 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: 06/08/2023
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:05/31/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On April 18, I purchased 4 hours of tutoring and was told that I did not have to be a member to do so because of a new option the company offers where you can buy tutoring by the hours. I expressed that this worked for me because I cannot afford a monthly package, which is what I had purchased for my son a year ago. The representative ensured that it was a one-time purchase. Then, on May 18, I was charged again for $369 by Varsity tutors and noticed this on my bank account on May 22. I called Varsity and was promised a refund of $369. I also asked if I could be refunded for 3 out of the 4 hours I purchased in April and was told that I could not and that the request would be escalated. I received emails from Varsity on May 23, 29, and 31 stating I am ineligible for a refund without details to which refund request they are referring to. I called on May 31 (today) and was told I will need to be escalated to an account manager and no one was available so they will have to call me tomorrow morning. The company is not responsive to my concern and avoiding refunding my money. They need to stop saying that the hours packages are not memberships; this is false and a selling tactic that is fraud. They also need to be responsive to requests with details about specific accounts versus sending templated messages. I am requesting a refund of $369 for the recent charge. I am also requesting a prorated refund of $276.75 for the unused hours purchased April 18; I was unable to use them because the tutoring was not conducive to my needs and I was a deadline that the person and I ultimately could not work out to meet. After this settlement, I want my payment methods and account completely removed from their database because I do not trust them. I also do not wish to be contacted by them in the future.Business Response
Date: 06/08/2023
*** ** ****** ***** ***** *** * *** ****** ** ***** * *********************
June 8, 2023
Better Business Bureau
200 S. Broadway, Ste. 2060
St. Louis, MO 63105
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 May 31, 2023 (and of
which Varsity was made aware on June 1, 2023). This letter shall serve as Varsity’s response to the
matters raised in the Complaint; however, please note that the parties have already reached an amicable
resolution that fully resolves any and all issues in the Complaint.
By way of background, Varsity is a live learning platform that, among other things, seamlessly connects
experts and learners in any subject, anywhere, at any time. This includes connecting students with
tutoring, academic enrichment, and test-preparation needs with vetted, independently contracted tutors
and test instructors who provide those services directly to students (not Varsity) online, on dates and at
times agreed upon between them. Varsity’s platform also offers customers/students several different
choices for how to engage with tutors, instructors, experts, and professionals including one-on-one
(between one tutor and student), small group tutoring (between one tutor or instructor and a small group
of selected students), group courses (with one tutor or instructor leading a session with a large number of
participants), or combinations of the above. Customers/students of the platform can also get immediate,
live, one-on-one tutoring or instruction in more than 100 subjects in as little as 15 seconds by connecting
with a tutor through the Instant Tutoring feature on Varsity’s platform. In 2022, Varsity began offering
Learning Memberships, which is a comprehensive solution that provides multimodal learning services to
help customers achieve their learning goals. As independent contractors, the tutors, instructors, and
experts who offer their services through the platform (in any capacity) have their own materials, styles,
and methods as indicated on every page of Varsity’s website (*********************).
In addition to the above, Varsity has expanded its offerings through its platform to include Professional
Certifications. The Professional Certifications offering connects customers/students with tutors and/or
instructors to assist in various professional certification tests (such as 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 March 2022 in order to be matched with an online tutor. On March 29, 2022, Ms. *******
purchased a package of hours for use on Varsity’s platform, and executed the TOCAU on March 30, 2022.
Between April 9, 2022 and September 21, 2022, 18 sessions were invoiced to Ms. *******’s account by
her tutor (eight (8) of which were invoiced as “no-shows” as permitted in the TOCAU). On April 18,
2023, Ms. ******* converted her account to 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, one (1) session was invoiced
to Ms. *******’s account by her tutor. On May 22, 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,
****** *****
****** ********* *********
** ***** ******** * ** ***** ********
** ***************************
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