Important information
- Customer Complaint:BBB has received consumer complaints about Varsity Tutors which allege the company provided unknowledgeable tutors, cancelled scheduled classes without notice, and experienced difficulty obtaining a refund. The company has addressed all concerns brought to its attention.
Complaints
This profile includes complaints for Varsity Tutors LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 740 total complaints in the last 3 years.
- 185 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date: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.
I signed up for a 6 month membership with varsity tutors for my son. After about 3 months it was not working out so I called varsity tutors to find out if I could cancel my membership. I was told they could not cancel it until the 6 months was up but they would reduce my membership to an on demand membership. I asked them to make sure my membership would be terminated at the 6 month mark and I was told it would be. 2 months after my membership was supposed to be cancelled I noticed I was still be charged monthly. I called again and asked for my membership to be cancelled again. They told me it would be cancelled immediately and I would get a refund for the 2 months I was charged past the original 6 month agreement. A month later the membership still has not been cancelled and I was charged again. I called again to tell them to cancel my membership and was told it had to be escalated to management to cancel.
Business Response
Date: 06/07/2023
Dear Sir or Madam:
Varsity is in receipt of the Complaint (as defined above) filed by Ms. ************ on May 31, 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 September 2022 in order to be matched with an online tutor. On September 25, 2022,
Ms. ************ purchased a Learning Membership for use on Varsity’s platform, and executed the
TOCAU on September 29, 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. ************’s Learning Membership
was for a period of six (6) months, and would include four (4) hours each month for use with one-on-one
tutoring through the platform. During the Learning Membership, 11 sessions were invoiced to Ms.
************’s account by her tutor. On December 14, 2022, Ms. ************ indicated to Varsity that
she did not wish to continue with the Learning Membership for the remainder of the term and preferred to
cancel it. Varsity offered Ms. ************ an alternative resolution in order to address her concerns while
also ensuring continued support, and Ms. ************ agreed; thus the Learning Membership was not
canceled at that time. On May 5, 2023, Ms. ************ indicated to Varsity that she did not wish to
continue on Varsity’s Platform, and she preferred to cancel the Learning Membership and receive a
refund. Varsity received notice of the Complaint at or around the same time it was reviewing Ms.
************’s request, and Varsity 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: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.
Scam. Deceptive contract and unethical billing makes it literally impossible to utilize the firm's service.
The firm charged me $1,000 every month to tutor my 10th grade son. Tutor quality varied between abysmal and acceptable. But that's not the problem. If the only problem were that the tutors are poorly-paid college students (Varsity keeps more than 50% of the fees it collects for its contractors), and teachers desperate to make a few bucks, that would be the end of this matter. I would simply live with the fact that I chose poorly and bought a service whose quality is bad. Such is life.
But the problem is that the entire business model of the company is built on a scam. Buried in the 6,000 word "contract" (which they deceptively make look like a web-site click-through agreement) is the small but very important fact that you are signing up for a 12 month term. And that is 12 calendar months. It doesn't matter whether school is running or not. They charge $1,000 per month, and they keep your money, whether your student is even in school or not. Billed time cannot be used in future months. What about the summer, when students don't need tutoring? Too bad, they keep you money. Can you pause billing for the summer, and continue when the school year resumes? No. You cannot. You can "pause" billing for one month out of the 2.5 month summer. Oh how generous.
This is deceptive and exploitative. Stay far, far away from this scammy firm that juices margins by designing their billing in a way that service literally CANNOT be actually consumed.
(And good luck trying to figure out what you are being billed for. Their "hours balance and usage reports" are opaque and designed only to obfuscate what is being charged and why.)
I'm quite certain the NY state attorney general will be interested in this. Maybe Missouri too. Let's find out.Business Response
Date: 06/08/2023
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 May 31, 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
January 2023 in order to be matched with an online tutor. On January 16, 2023, Mr. ***** purchased a
Learning Membership for use on Varsity’s platform, and executed the TOCAU on that same date. A
Learning Membership entitles customers to a set number of live one-on-one tutoring hours per month on a
recurring monthly basis, in addition to enrollment in certain live classes through the Varsity platform,
among other benefits. Mr. *****’s Learning Membership was for a period of six (6) months, and would
include four (4) hours each month for use with one-on-one tutoring through the platform. During the
Learning Membership, 36 sessions were invoiced to Mr. *****’s account by his tutor. Upon information
and belief, at no point during Mr. *****’s use of the Learning Membership on Varsity’s platform did Mr.
***** indicate to Varsity that he was unhappy with either the Learning Membership or the services he was
receiving. Varsity’s first indication of Mr. *****’s concerns was upon its receipt of the Complaint, at
which time Varsity contacted 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:05/30/2023
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.
Spoke with gentleman to set up tutoring and he promised we would have 3 free sessions prior to being charged for them. I thought this was generous and said we would try them out. The first and only session had connection issues as well as the person having a strong accent ( this is for my 10 year old child). We tried the session and by the time we connected was only about 1/2 hour. I texted them to complain that it didn't go well and that i think **** wont work for us. In the meantime I was charged $179 on May 11. I called to adk why i was charged since i didnt even get one session free. I was told that an account person in management would call back. I never hot a call. I called again and said the same. I tried in **** to speak with a manager but was rebuffed again. I called to tell them what I was offered and since then I have called to set up times to speak with someone to reverse my charge and close the account. I have also textrd and texted them to refund my money. I have set up two times for someone to call me and no one ever does. I just want my money back and to never hear from them again.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 May 30, 2023 (and of
which Varsity was made aware on May 31, 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 May 2023 in order to be matched with an online tutor. On May 10, 2023, ************************
purchased a Learning Membership for use on Varsitys platform, and executed the ***** on May 13,
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. ************************ Learning Membership was for a period of six (6)
months, and would include two (2) hours each month for use with one-on-one tutoring through the
platform, although ************************ ultimately chose not to utilize the Learning Membership and thus no
sessions were invoiced to ************************ account. On May 24, 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 because it was made within the 30-day
window, the request for refund was initially denied pursuant to the terms set forth in the *****. Varsity
contacted ************************ upon its receipt of the Complaint and ultimately chose to provide a resolution
that was satisfactory to her.
Please consider this Varsitys response to the Complaint (which, at this time, Varsity considers to have
been resolved). Varsity is proud to be an affiliate of the BBB and values the relationship. If you have any
questions or comments, or would like to further discuss, please do not hesitate to contact me.
Regards,
***********************
Senior Corporate Paralegal
p: ************** | f: **************
e: ********************************Customer Answer
Date: 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:05/30/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
RE: Requesting a Refund of my Purchase
Dear Better Business Bureau,
I am contacting the BBB because I have requested a refund for the amount of $1740.00 from Varsity Tutoring. I made a purchase of a 1:1 Tutoring with Varsity Tutoring to prepare me to pass the NCLEX exam. I made 2 payments of $870. The first payment transaction was made on January 17,2023 for the amount of $870. The second payment of $870 was automatically withdrawn on February 17, 2023. I had attempted to resolve this matter, but Varsity Tutoring have not been very helpful.
Here is a statement:
I found the website of Varsity Tutoring online. I then was contacted by *********, a Representative from Varsity Tutoring. In our conversation she stated that moving forward with Varsity Tutoring I was guaranteed my money back if I did not pass my exam and it was optional to give Varsity Tutoring a second try with the same 1:1 tutor or a different one. If I chose this route. I took the nclex exam on April 7, 2023, and unfortunately was unsuccessful in passing. I called Varsity Tutoring to let them know of my results of not passing. I was told that I had to submit my result to see If I qualified to get a refund or a second session for free. I then was told that I did not qualify for neither option. The reason for their decision was due to passing the 14 days mark of having a session with my tutor. Therefore, I was over on the days to be eligible to qualify for a refund. The reason I did not have a session with my tutor was because he had canceled the meeting because he was schedule to work that particular day. This is something that should not be my fault, nor should I be liable to it. I was within the 14-day period, and I am eligible to get a refund. In the policy it states that any individual is eligible to “(a) get your money back for your most recent Eligible Test 1:1 Tutoring package” (varsity tutors).Business Response
Date: 06/07/2023
Dear Sir or Madam:
Varsity is in receipt of the Complaint (as defined above) filed by Ms. ******** on May 30, 2023 (and of
which Varsity was made aware on May 31, 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 January 2023 in order to be matched with an online tutor. On January 17, 2023, Ms. ********
purchased a package of hours for use on Varsity’s platform, and executed the TOCAU on January 18,
2023. Between January 24, 2023, and March 21, 2023, seven (7) sessions were invoiced to Ms. ********’s
account by her tutor (at which time Ms. ********’s tutoring needs ceased, as Varsity understands it, as Ms.
******** took the exam for which she had sought tutoring). Throughout the month of April and after she
received her test results, Ms. ******** communicated with Varsity regarding her eligibility for the Pass
Guarantee as set forth in the TOCAU. Based upon those communications, Varsity initially determined that
Ms. ******** did not qualify for the Pass Guarantee because she did not meet all of the required criteria.
Ms. ******** disagreed with Varsity’s position, the parties continued to communicate up until Varsity’s
receipt of the Complaint (at which point Varsity ultimately chose to provide a resolution that was
satisfactory to 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.Initial Complaint
Date:05/30/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Working with a Varsity Tutors sales rep, I asked for the minimum "buy" of hours for tutoring for my daughter. I was told it was 4 hours. I expressed I only needed the minimum buy because the school year was ending and that if it went well, we could consider a longer term arrangement starting in September. I was assured by the sales rep that this was what I was buying. It turns out, I was actually sold a "subscription" without being told this and after specifically requesting to NOT have a subscription and was charged $329 without warning and well after I assumed my arrangement with Varsity Tutors had come to an end. Further, the tutor they supplied us with did not know the material and was unable to help my daughter. I have had several calls with Varsity Tutor and they have refused to refund my money. I don't understand how someone can be allowed to charge your account, esp at this rate, without advanced notice. I specifically asked the sales rep to NOT sign me up for a reoccurring charge and was assured that would not happen. Varsity Tutors has rejected my request for a refund and at this point I am out over $660 and received no useful services. I am only requesting however a refund for the $329 that was charged to my account in direct opposition to what the sales rep told me I was signing up for.Business Response
Date: 06/06/2023
Dear Sir or Madam:
Varsity is in receipt of the Complaint (as defined above) filed by Ms. ****** on May 30, 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 #20118597
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 2023 in order to be matched with an online tutor. On April 20, 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. Parker’s Learning Membership was on a month-to-month basis, and would
include four (4) hours each month for use with one-on-one tutoring through the platform. During the
Learning Membership, two (2) sessions were invoiced to Ms. Parker’s account by her tutor. On May 24,
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.Initial Complaint
Date:05/29/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
January 2023 signed up for 8 tutoring sessions a month. They start the clock before they can even provide a tutor and have first session. It took 3 tutors to find an effective one. Time kept ticking while they look for knew tutors and then time to schedule. I assume they make more money on “expired” sessions than actually providing tutoring services. I called to cancel. They convinced me to put on hold and they would inform me when hold was expiring before charging my account. Never heard from them they charged my credit card and provided no service.Business Response
Date: 06/08/2023
June 8, 2023
Better Business Bureau
*** ** ********* **** ****
*** ****** ** *****
Re: Complaint #******** (the “Complaint”) – ********* ****** (“Ms. ******”)
Varsity Tutors LLC’s (“Varsity”) Response to the Complaint
Dear Sir or Madam:
Varsity is in receipt of the Complaint (as defined above) filed by Ms. ****** on May 29, 2023 (and of
which Varsity was made aware on May 30, 2023). This letter shall serve as Varsity’s response to the
matters raised in the Complaint; however, please note that although Varsity’s attempts to make contact
with Ms. ****** since its receipt of the Complaint have gone unanswered, Varsity has provided what it
believes to be an amicable resolution and remains further willing to address any outstanding issues with
Ms. ******.
By way of background, Varsity is a live learning platform that, among other things, seamlessly connects
experts and learners in any subject, anywhere, at any time. This includes connecting students with
tutoring, academic enrichment, and test-preparation needs with vetted, independently contracted tutors
and test instructors who provide those services directly to students (not Varsity) online, on dates and at
times agreed upon between them. Varsity’s platform also offers customers/students several different
choices for how to engage with tutors, instructors, experts, and professionals including one-on-one
(between one tutor and student), small group tutoring (between one tutor or instructor and a small group
of selected students), group courses (with one tutor or instructor leading a session with a large number of
participants), or combinations of the above. Customers/students of the platform can also get immediate,
live, one-on-one tutoring or instruction in more than 100 subjects in as little as 15 seconds by connecting
with a tutor through the Instant Tutoring feature on Varsity’s platform. In 2022, Varsity began offering
Learning Memberships, which is a comprehensive solution that provides multimodal learning services to
help customers achieve their learning goals. As independent contractors, the tutors, instructors, and
experts who offer their services through the platform (in any capacity) have their own materials, styles,
and methods as indicated on every page of Varsity’s website (*********************).
In addition to the above, Varsity has expanded its offerings through its platform to include Professional
Certifications. The Professional Certifications offering connects customers/students with tutors and/or
instructors to assist in various professional certification tests (such as NCLEX or SHRM-SCP, among
others), in a one-on-one format or group format. As independent contractors, the tutors, instructors, and
experts who offer their services through the platform (in any capacity) have their own materials, styles,
and methods as indicated on every page of Varsity’s website.
Varsity highlights its policies on the website and attempts to set realistic expectations with the potential
customers/students who seek to be matched with a contracted tutor, instructor, or expert through Varsity’s
online platform. Varsity is transparent about its services and uses its Terms of Customer Accounts Use
Complaint # ********
Page 2
(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
December 2022 in order to be matched with an online tutor. On December 20, 2022, Ms. ****** purchased
a Learning Membership for use on Varsity’s platform, and executed the TOCAU on December 22, 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. ******’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, 14 sessions were invoiced to Ms. ******’s account by her tutor. On April 20, 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. 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 (although Varsity chose to provide a partial refund to Ms. ****** at
that time in an effort for the parties to move forward amicably). 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:05/29/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On April 21st, 2023 I purchased a month by month tutoring subscription for help in a higher level engineering course. I was unsure if Varsity Tutors could provide me a tutor suitable for this material but I was told by the salesman that they have a 100% satisfaction guarantee within 60 days. Due to the expectation that I would be able to get my money back I paid $772 CAD for 8 hours of tutoring.
During my tutoring sessions, the tutor's mic constantly disconnected and they did not have an adequate study plan for me. I also felt that the tutor's understanding of the material was lacking, despite this being a tutoring service where I am paying nearly 100$/hr. Due to these issues as well as a clunky web interface, I did not feel satisfied with my experience. I had only used 1hr 15m out of the 8 hours I purchased before making a request for a refund.
All three methods to cancel/pause/manage your subscription on the Varsity tutors website are not functioning. The buttons simply don't work and you cannot remove your credit card information from Varsity tutors once they have it.
I then called their helpline to ask for a refund due to the reasons above. I was told that they have a no refund policy and that I could only REQUEST a refund. Which I believe is illegal under the Ontario consumer protection act.
I was told that my refund request would be processed in 3-5 days. I never got an email confirming this and I still have not received an update after 5 days. I was also told that my account would be locked and that I would not be charged again next month.
I WAS charged the next month, despite telling them I wanted to cancel over both phone and email.
This has emptied my bank account for this month and I have not been able to purchase food or clothing for the last few days and brought significant distress to my life.
I have lost nearly 1600$ for 1hr and 15m of unsatisfactory tutoring despite 100% satisfaction guarantee where they never explain the fine print.Business Response
Date: 06/02/2023
Dear Sir or Madam:
Varsity is in receipt of the Complaint (as defined above) filed by Mr. **** on May 29, 2023. This letter
shall serve as Varsity’s response to the matters raised in the Complaint; however, please note that the
parties have already reached an amicable resolution that fully resolves any and all issues in the
Complaint.
By way of background, Varsity is a live learning platform that, among other things, seamlessly connects
experts and learners in any subject, anywhere, at any time. This includes connecting students with
tutoring, academic enrichment, and test-preparation needs with vetted, independently contracted tutors
and test instructors who provide those services directly to students (not Varsity) online, on dates and at
times agreed upon between them. Varsity’s platform also offers customers/students several different
choices for how to engage with tutors, instructors, experts, and professionals including one-on-one
(between one tutor and student), small group tutoring (between one tutor or instructor and a small group
of selected students), group courses (with one tutor or instructor leading a session with a large number of
participants), or combinations of the above. Customers/students of the platform can also get immediate,
live, one-on-one tutoring or instruction in more than 100 subjects in as little as 15 seconds by connecting
with a tutor through the Instant Tutoring feature on Varsity’s platform. In 2022, Varsity began offering
Learning Memberships, which is a comprehensive solution that provides multimodal learning services to
help customers achieve their learning goals. As independent contractors, the tutors, instructors, and
experts who offer their services through the platform (in any capacity) have their own materials, styles,
and methods as indicated on every page of Varsity’s website (*********************).
In addition to the above, Varsity has expanded its offerings through its platform to include Professional
Certifications. The Professional Certifications offering connects customers/students with tutors and/or
instructors to assist in various professional certification tests (such as NCLEX or SHRM-SCP, among
others), in a one-on-one format or group format. As independent contractors, the tutors, instructors, and
experts who offer their services through the platform (in any capacity) have their own materials, styles,
and methods as indicated on every page of Varsity’s website.
Varsity highlights its policies on the website and attempts to set realistic expectations with the potential
customers/students who seek to be matched with a contracted tutor, instructor, or expert through Varsity’s
online platform. Varsity is transparent about its services and uses its Terms of Customer Accounts Use
(the “TOCAU”) to reinforce the process. In fact, the potential customers/students must review and sign
the TOCAU and acknowledge the policies before they ever engage in the services of a tutor through
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 21, 2023, Mr. **** purchased a
Learning Membership for use on Varsity’s platform, and executed the TOCAU on April 24, 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. Khan’s Learning Membership was on a month-to-month basis, and would
include eight (8) hours each month for use with one-on-one tutoring through the platform. During the
Learning Membership, two (2) sessions were invoiced to Mr. Khan’s account by his tutor. On May 22,
2023, Mr. **** indicated to Varsity that he did not wish to continue with the Learning Membership for
the remainder of the term, and he preferred to cancel it and receive a refund for the months which had
already been paid. While the request for cancellation of the Learning Membership was granted, the
request for refund was initially denied pursuant to the terms set forth in the TOCAU. 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.Initial Complaint
Date:05/28/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have a monthly membership with Varsity Tutors. Varsity Tutors has erroneously charged me several times. I talked with several representatives in March 2023 about a charge no one could explain to me. Each time I spoke to a representative it was a different reason I was being charged beyond the monthly membership agreement. In ***** 2023 was charged double the monthly membership amount. I relentlessly called and emailed to get this company to reimburse me. They finally reimbursed me for ***** 2023 after blaming me for the double charge, in which I was told to make a payment for ***** because my recurring payment did not go through. They told me I had to make a payment to continue sessions. When I made the payment they still charged me again for the same amount I just made . This is the same situation that happened in March 2023 except it was an additional payment that they said I owed for an extra two hours because some months of 2022 had 5 weeks instead of 4 weeks. I paid the additional charge and was immediately charged that same amount again. I called, emailed, and I was even promised a response back from the billing department but no one has contacted me. As of today, The ***** billing was resolved but no one has responded to my issue with March billing. Additionally, I watch my child's tutoring sessions and they never go over a hour. However, my remaining tutor hours are always an irrational number, which makes no sense when the tutoring sessions are always 1 hour increments. Additionally, the first tutor on my account just decided that he didn't want to tutor my child as if my child wasn't smart enough. I should have took that as a ****** and moved on from this company. This is too much additional stress to have to constantly go back and forth. It should not be the burden of the customer to have constantly battle over payment amounts because this company has an inefficient software system that misses recurring charges and the overcharges the customers.Business Response
Date: 06/02/2023
Plaese see attached response.
Thank you!
Customer Answer
Date: 06/02/2023
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. ****** contacted me from the customer experience department. She was the individual who resolved my issues. I really appreciate the time she took to understand what was occurring with my account.
Sincerely,
*************************Initial Complaint
Date:05/28/2023
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.
Signed up for six month plan at 349 per month. Was not told about auto renew. The original six month expired March 2023 and I recently discovered payments still being taken out due to auto renew. *** reached out multiple times, was given appointment times for a account manager to call and discuss canceling. So far, *** been stood up by the account manager twice as they never called. The customer service reps on the chat feature claim they cant cancel but have offered a temporary pause. I have sent multiple emails to *************************** asking them to cancel, no response. Our financial situation has changed, we need this canceled, Im not requesting a refund for charging an extra month, just want this canceled.Customer Answer
Date: 05/30/2023
I talked to Varsity Tutor today and was able to resolve the issue. Please cancel my claim against themCustomer Answer
Date: 05/30/2023
Spoke to the business today and the issue has been resolved.Initial Complaint
Date:05/27/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My son contacted Varsity Tutors in order to get help with some challenging classes. The salesperson was very convincing and told him that it was a one-time fee and that any sessions he didn't use with just roll over. It was $369/month. He used three of his four sessions but did not find them helpful so just assumed that the last session he had would roll over and that would be it. Instead, Varsity Tutors continued to charge $369/month and when we looked on their website, there was no way to cancel online. There was also no way to get ahold of them except to do their online chat. In doing this, they said that they would call back during a specific time and then did not. Went to chat again and they promised to call back the next day between *********. Of course, they did not.
This is truly a predatory company that takes advantage of students looking for assistance.Business Response
Date: 06/02/2023
Dear Sir or Madam:
Varsity is in receipt of the Complaint (as defined above) filed by Mr. ******* on May 27, 2023 (and of
which Varsity was made aware on May 28, 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 # ********
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 son and Varsity’s
customer (as well as the account holder), ******, first contacted Varsity in February 2023 in order to be
matched with an online tutor. On February 10, 2023, ****** purchased a Learning Membership for use
on Varsity’s platform, and executed the TOCAU on February 12, 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. ******’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 ******’s account by his tutor. On May 27, 2023, Mr. ******* (on behalf of his son)
indicated to Varsity that ****** 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.
Varsity contacted Mr. ******* upon its receipt of the Complaint and ultimately chose to provide a
resolution that was satisfactory to everyone (and ****** was made aware of the resolution as well).
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.
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