Complaints

This profile includes complaints for Varsity Tutors LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Varsity Tutors LLC

  8001 Forsyth Blvd Ste 1050 Clayton, MO 63105

  
• 

  Varsity Tutors LLC

  4525 Oak St Kansas City, MO 64111-1818

The 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:05/13/2023

  Type:Product Issues
  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 30 hour packet in 2019 to assist my son with ACT/SAT tutoring. Shortly afterwards, the pandemic happened, and their tutoring went to online only which was not effective for my sons learning style. I requested a refund after attempting several different tutors, and was told that it was nonrefundable. I was not reminded, although apparently it is mentioned in the contract that the hours expire after 12 months, I reached out recently to try and get another tutor for a different child for fun learning and was told that my 13 hours or over $500 was expired. I feel I shouldve received an email from this company, letting me know that I was about to lose a significant amount of money.

  Customer Answer

  Date: 05/16/2023

  An account manager from ********************** called this morning stated they have reconsidered and I should receive a refund to my credit card account within three days. 

  This is after I had informed them I had reported their business practices to the BBB. Hopefully this matter is resolved. 
  

  Thank you. I will respond with the same dispute number if they don't fulfill their promise.

• Initial Complaint

  Date:05/13/2023

  Type:Customer Service Issues
  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.

  Canceling the Subscription is a joke. You cannot do by the app, you need to call them, they try to sell you many options even if you gently made them clear you want to cancel a subscription. Second time I tried second time they said they cannot do right away on the phone and it's going to take days, needs approval and I'm going to get a call back. Nothing sent, no email, no trace of the request that is the second time I make. Not sure if is legal this way of treating clients. What it is sure is that I never going to have a subscription again for my kids and I'm sorry for all the nice tutors my girl had this year. A serious company doesn't make these tricks and should take your request of canceling a subscription as your right as a client. Hope that this will settle soon but for sure we are not going to be their clients anymore.

  

  Business Response

  Date: 05/18/2023

  Dear Sir or Madam:
  Varsity is in receipt of the Complaint (as defined above) filed by Ms. ***** on May 13, 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
  November 2022 in order to be matched with an online tutor. On November 1, 2022, Ms. ***** purchased
  a Learning Membership for use on Varsity’s platform, and executed the TOCAU on November 2, 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, 20 sessions were invoiced to Ms. *****’s account by her tutor. On May 11, 2023,
  Ms. ***** indicated to Varsity that while she was happy with the tutoring services she was receiving, she
  did not wish to continue with the Learning Membership for the remainder of the term, and she preferred
  to cancel it. The request was initially denied, as it was outside of the cancellation window outlined in the
  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,
  ****** *****
  Senior Corporate Paralegal

• Initial Complaint

  Date:05/11/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed my daughter up with Varsity Tutoring over the phone in October 2022. At that time we discussed the end of the contract to be the end of April 2023 which coincided with the end of her school semester. At no time was I advised that I needed to call in to terminate the contract. In addition, on the phone app the contract indicated a date from 10/22 - 4/23. On May 6th I was billed $299 for an additional month of services which I have no 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 April 2023.

  

  Business Response

  Date: 05/18/2023

  Please attached response.

  Thank you!

  Customer Answer

  Date: 05/19/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  September **********

• Initial Complaint

  Date:05/09/2023

  Type:Product Issues
  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 4/23/23 I was charged a monthly membership fee of $329. I was unaware that the account would auto renew. I have spent several thousand dollars with Varsity Tutors over the last two years. Initially I was able to purchase hours with no auto renewal. I have requested a refund as the hours initially purchased on 3/23 have not even been used. My daughter no longer requires services. I was told that the hours unused as of 3/23 expired and could no longer be used. I requested that the membership be cancelled on 4/24 but I am still being held responsible for the $329. This is unacceptable and I am requesting a refund.

  

  Business Response

  Date: 05/16/2023

  Please see attached response.

  Thank you!

  Customer Answer

  Date: 05/16/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:05/09/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My daughter who has ADD and executive functioning disorder was struggling in school. On April 27th I signed my daughter up for one month of tutoring and paid $579 which I was told could be cancelled at anytime. My daughter had her first online session on May 2nd. On the 3rd, her IEP team at school decided to put her into a special program within the school to help her. I called Varsity Tutors to cancel and get a refund for the rest of the sessions and they told me in order to get a refund, I have to set up a phone appointment with an account manager. I have scheduled 5 phone appointments and every appointment has been blown off by their account managers! They have cancelled my service but will not refund my money.

• Initial Complaint

  Date:05/08/2023

  Type:Service or Repair Issues
  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 purchased ~720 dollars worth of tutoring hours around 2/2020 for In Home face to face supplemental tutoring for our son who has a learning disability and can only learn by this technique, which is why we chose Varsity Tutors. When Covid hot we were told that these services were temporarily were unavailable, but would resume- no credit were offered. We recently reached out as we never heard back that the services resumed and the company informed us that these services were discontinued (Face to Face in home tutoring) , we inquired about using them toward maybe some online tutoring or something else and were told, no- they expired and we forfeited our money- even though they stopped offering the service we paid for. We are seeking a credit for services not rendered as they stopped providing. No notification of permanent switch or use of credit expiring was ever made. I could not find a CT lic number and requested from them- but they will not provide.

  Customer Answer

  Date: 05/10/2023

  This issue has been resolved with the vendor.
  

• Initial Complaint

  Date:05/08/2023

  Type:Order Issues
  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 son up for 1-on-1 tutoring sessions with Varsity Tutors. I sent them a very specific list of my son's learning challenges. After he had had several online sessions, but couldn't describe what the tutor was actually doing or how he was helping, I watched recorded videos of the sessions available online. In essence, the tutor was simply sitting there and listening while my son read aloud for an hour. Tough lesson learned, but I considered it a sunk cost, and tried to cancel. Apparently as part of the onboarding process, I unwittingly signed a contract locking me into 12 months at $489/month. The company will not allow me to cancel. I have made it clear we no longer want the service, and after 1 month, we will not receive the service. They have made it clear they will continue to debit my account regardless. I didn't think this was legal in the state of New York. I can hire an attorney. I can replace my debit card, and if necessary cancel my checking account, but before I do all this, I want to understand my rights. All I want to do is cancel a service that I no longer want, and will not receive regardless.

  

  Business Response

  Date: 05/17/2023

  Dear Sir or Madam:
  Varsity is in receipt of the Complaint (as defined above) filed by Mr. ****** on May 8, 2023 (and of which
  Varsity was made aware on May 9, 2023. This letter shall serve as Varsity’s response to the matters raised
  1
  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’sonline platform. Varsity is transparent about its services and uses its Terms of Customer Accounts Use
  (the “TOCAU”) to reinforce the process. In fact, the potential customers/students must review and sign
  the TOCAU and acknowledge the policies before they ever engage in the services of a tutor through
  Varsity’s platform. Varsity’s website is also critical in setting these expectations and explaining the
  process and how it works, in addition to setting forth the terms of any guarantees, located at
  ****************.
  Regarding Mr. ****** specifically and according to Varsity’s records, Mr. ****** first contacted Varsity in
  November 2022 in order to be matched with an online tutor. On November 1, 2022, Mr. ****** purchased
  a Learning Membership for use on Varsity’s platform, and executed the TOCAU on November 4, 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. Mr. ******’s Learning Membership was for a period of 12 months, and would
  include eight (8) hours each month for use with one-on-one tutoring through the platform. During the first
  two (2) months of the Learning Membership, seven (7) sessions were invoiced to Mr. ******’s account by
  his tutor. On December 27, 2022, 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. The request was
  initially denied, as it was outside of the cancellation window outlined in the TOCAU. Varsity
  communicated with Mr. ****** in January 2023 regarding his concerns 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:05/07/2023

  Type:Sales and Advertising Issues
  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.

  In September of 2021, I paid $2800 - I lost most of that money.Typically, the hours last a year, but I was told there would be opportunities to extend given covid and that I would be made aware of opportunities to use the hours if they were not all used up within the year. That did not happen. We were originally paired with a tutor with very little availability (given he was on the west coast and we were on the east coast). In addition, he would not tutor the kids but rather answer any questions if they had any. We had to come with any materials needed. He did not explain concepts and would only answer the questions asked. My kids (14-year-old twins) felt that they were not getting what they needed. We then stopped doing any regularly scheduled tutoring and decided to do tutoring as needed for whatever subject they were having trouble with. The kids used the service a few times but found that, again, they were not getting the help they needed with explanations but rather would get help only solving the exact problem they gave the tutor. They recently tried logging on to the service to get help again to find that the hours were gone. I was unaware that the hours were expiring. The business did not warn me (as they had originally said they would). Given that my kids use the account for their needs, I was apparently dependent on the kids to tell me that they were going to expire, so we lost all those credits. When I contacted Varsity Tutors, I was told I was out of luck.

  

  Business Response

  Date: 05/15/2023

  Please see attached response.

  Thank you!

  Customer Answer

  Date: 05/16/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:05/07/2023

  Type:Customer Service Issues
  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 am currently enrolled in a membership contract with this company. The membership consist of a $210 charge each month for 4 tutoring hours. If the hours are not used within the month you lose them. In the month of April, the tutor cancelled on enrolled child on three separate occasions, as a result, I requested to have the tutoring hours placed back on the account as the cancellation was at not fault of myself or my child. Varsity tutors, sent an email advising that after careful consideration they would not be able to reinstate the lost hours. I called Varsity Tutors on three separate occasions and they have no supervisors/leads/managers that take direct calls, which is ridiculous for any business or organization. I am infuriated, as I have basically spent money on services that my son did not receive. I would love to end all contracts with Varsity Tutors and am looking into taking legal action against the company.

  

  Business Response

  Date: 05/11/2023

  Dear Sir or Madam:
  Varsity is in receipt of the Complaint (as defined above) filed by **************** on May 7, 2023. This letter
  shall serve as Varsitys response to the matters raised in the Complaint; however, please note that the
  parties have already reached an amicable resolution that fully resolves any and all issues in the
  Complaint.
  By way of background, Varsity is a live learning platform that, among other things, seamlessly connects
  experts and learners in any subject, anywhere, at any time. This includes connecting students with
  tutoring, academic enrichment, and test-preparation needs with vetted, independently contracted tutors
  and test instructors who provide those services directly to students (not Varsity) online, on dates and at
  times agreed upon between them. Varsitys platform also offers customers/students several different
  choices for how to engage with tutors, instructors, experts, and professionals including one-on-one
  (between one tutor and student), small group tutoring (between one tutor or instructor and a small group
  of selected students), group courses (with one tutor or instructor leading a session with a large number of
  participants), or combinations of the above. Customers/students of the platform can also get immediate,
  live, one-on-one tutoring or instruction in more than *************** as little as 15 seconds by connecting
  with a tutor through the Instant Tutoring feature on Varsitys platform. In 2022, Varsity began offering
  Learning Memberships, which is a comprehensive solution that provides multimodal learning services to
  help customers achieve their learning goals. As independent contractors, the tutors, instructors, and
  experts who offer their services through the platform (in any capacity) have their own materials, styles,
  and methods as indicated on every page of Varsitys website (www.varsitytutors.com).
  In addition to the above, Varsity has expanded its offerings through its platform to include Professional
  Certifications. The Professional Certifications offering connects customers/students with tutors and/or
  instructors to assist in various professional certification tests (such as NCLEX or SHRM-SCP, among
  others), in a one-on-one format or group format. As independent contractors, the tutors, instructors, and
  experts who offer their services through the platform (in any capacity) have their own materials, styles,
  and methods as indicated on every page of Varsitys website.
  Varsity highlights its policies on the website and attempts to set realistic expectations with the potential
  customers/students who seek to be matched with a contracted tutor, instructor, or expert through Varsitys
  online platform. Varsity is transparent about its services and uses its Terms of Customer Accounts Use
  (the TOCAU) to reinforce the process. In fact, the potential customers/students must review and sign
  the TOCAU and acknowledge the policies before they ever engage in the services of a tutor through
  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 October 2021 in order to be matched with an online tutor. **************** made multiple purchases through
  Varsitys platform (October 13, 2021; January 29, 2022; April 17, 2022, and August 22, 2022), and
  executed three (3) TOCAUs during that time as well. ** connection with the August 2022 purchase, Ms.
  ****** converted her account to a Learning Membership. 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 12 months, and would include four (4) hours each month for
  use with one-on-one tutoring through the platform. As set forth in the ****** those four (4) hours each
  month needed to be consumed within that month, otherwise they would expire. According to Varsity's
  records, there were times when **************** did not use all four (4) hours within a given month, and as
  such, those hours expired in accordance with 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.

  Customer Answer

  Date: 05/12/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that the resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:05/07/2023

  Type:Service or Repair Issues
  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.

  Back in March I signed my daughter up for Spanish tutoring. They called me and asked a bunch of questions which I answered. They were questions about why I wanted my daughter in tutoring and what I wanted to see in a tutor. I was very specific in stating that I wanted to keep her on a schedule every week and to have ways to help her outside of tutoring hours. The first tutor they gave her I was not happy with. He would log in late and log out early even though it was only 30 mins. He would not work with her on pronouncing the words correctly which doesn't make sense when learning a new language, why learn incorrectly. He would also contact me to reschedule constantly even though I specifically asked for the same time every week. She had 1 session on the actual scheduled time. When someone called to ask me about it I made my issues known. They said they were going to give her someone else. Their policy states they will do so within 24 hours. They did not do so. It was almost a week later. They did not cancel her first tutor so he contacted me and I apologized to him for them not removing him from her and his response was to make her as a no show and take her credited hours. I called and complained and they gave them back. I gave them another chance after they gave her another tutor. The new tutor was a female who texted my personal phone and not through the app to ask to cancel 30 mins before her first session. After this I contacted the company to ask for a cancelation and refund for the month because they are not providing what I asked and what they said they would. My daughter was with them for two months and it's been nothing but cancelations and partial work. The guy I spoke to about canceling went around in circles trying to make me stay and I kept telling him I didn't want to because this isn't working for me. After a long time on the phone he finally canceled but they denied my refund and are making me schedule a time to speak to someone about it.

  

  Business Response

  Date: 05/11/2023

  Dear Sir or Madam:
  Varsity is in receipt of the Complaint (as defined above) filed by Ms. ****** on May 7, 2023. This letter
  shall serve as Varsity’s response to the matters raised in the Complaint; however, please note that the
  parties have already reached an amicable resolution that fully resolves any and all issues in the
  Complaint.
  By way of background, Varsity is a live learning platform that, among other things, seamlessly connects
  experts and learners in any subject, anywhere, at any time. This includes connecting students with
  tutoring, academic enrichment, and test-preparation needs with vetted, independently contracted tutors
  and test instructors who provide those services directly to students (not Varsity) online, on dates and at
  times agreed upon between them. Varsity’s platform also offers customers/students several different
  choices for how to engage with tutors, instructors, experts, and professionals including one-on-one
  (between one tutor and student), small group tutoring (between one tutor or instructor and a small group
  of selected students), group courses (with one tutor or instructor leading a session with a large number of
  participants), or combinations of the above. Customers/students of the platform can also get immediate,
  live, one-on-one tutoring or instruction in more than 100 subjects in as little as 15 seconds by connecting
  with a tutor through the Instant Tutoring feature on Varsity’s platform. In 2022, Varsity began offering
  Learning Memberships, which is a comprehensive solution that provides multimodal learning services to
  help customers achieve their learning goals. As independent contractors, the tutors, instructors, and
  experts who offer their services through the platform (in any capacity) have their own materials, styles,
  and methods as indicated on every page of Varsity’s website (*********************).
  In addition to the above, Varsity has expanded its offerings through its platform to include Professional
  Certifications. The Professional Certifications offering connects customers/students with tutors and/or
  instructors to assist in various professional certification tests (such as NCLEX or SHRM-SCP, among
  others), in a one-on-one format or group format. As independent contractors, the tutors, instructors, and
  experts who offer their services through the platform (in any capacity) have their own materials, styles,
  and methods as indicated on every page of Varsity’s website.
  Varsity highlights its policies on the website and attempts to set realistic expectations with the potential
  customers/students who seek to be matched with a contracted tutor, instructor, or expert through Varsity’s
  online platform. Varsity is transparent about its services and uses its Terms of Customer Accounts Use
  (the “TOCAU”) to reinforce the process. In fact, the potential customers/students must review and sign
  the TOCAU and acknowledge the policies before they ever engage in the services of a tutor through Varsity’s platform. Varsity’s website is also critical in setting these expectations and explaining the
  process and how it works, in addition to setting forth the terms of any guarantees, located at
  ****************.
  Regarding Ms. ****** specifically and according to Varsity’s records, Ms. ****** first contacted Varsity in
  March 2023 in order to be matched with an online tutor. On March 23, 2023, Ms. ****** purchased a
  Learning Membership for use on Varsity’s platform, and executed the TOCAU on that same date. A
  Learning Membership entitles customers to a set number of live one-on-one tutoring hours per month on a
  recurring monthly basis, in addition to enrollment in certain live classes through the Varsity platform,
  among other benefits. Ms. ******’s Learning Membership was for a period of 12 months, and would
  include two (2) hours each month for use with one-on-one tutoring through the platform. During the
  Learning Membership, three (3) sessions were invoiced to Ms. ******’s account by her tutor. On May 5,
  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.