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:04/18/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
In Oct. 2022 I got a call from Varsity Tours. The person that I talked to said that I could take classes on Executive Function for $249/month and have 4 tutoring sessions each month.
On Oct. 27, 2022, Varsity Tours then sent me an Electronic Communications Delivery and Signature Policy agreement, which I signed. They then sent me a 27-page contract, that was hard to understand, but I foolishly relied on what I was told on the phone by the Varsity representative.
My "tutor" was ******* *. She was very nice and we had 2 sessions. I tried to have my other 2, but she kept canceling for various reasons. When I asked her about my monthly fees, on Nov. 18, 2022, she said that when we meet "I won't take them from your bank." (see Case Number ******* Additional Information)
I kept communicating with ******* ** up until Christmas. After 2 months, I decided that this probably wasn't going to work. I had paid for 2 months and struggled to get 2 sessions, so I decided to not continue.
It was then that I was informed by Varsity Tours that buried in that 27-page contract was my agreement to continue for 24 months at $249/month!
In my opinion, I was misled by the person that I spoke with. I also feel that Varsity Tours used a 27-page contract to purposely confuse and deceive anyone signing it.
Business Response
Date: 04/25/2023
Please see attached response. Thank you!Initial Complaint
Date:04/15/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We canceled our membership back in October 2023 and have not use their services since November 2023. I’ve called numerous times to cancel my membership because of poor quality of service. They finally canceled our membership on April 15, 2024 but did not issue a credit even though we have asked numerous times. I understand we signed it for six month agreement however we were very dissatisfied with the service and we were just asking to be reasonable and to have our account credited for the past, five months of charges.Business Response
Date: 04/21/2023
April 21, 2023
Better Business Bureau
200 S. Broadway, Ste. 2060
St. Louis, MO 63105
Re: Complaint #19940497 (the “Complaint”) – ***** ***** *********
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 ***** on April 15, 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 ***** or ********, 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 “*****”) 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
Varsity’s platform. Varsity’s website is also critical in setting these expectations and explaining the
Complaint # ********
Page 2
process and how it works, in addition to setting forth the terms of any guarantees, located at
***********************************************
Regarding this Complaint specifically and according to Varsity’s records, ***** Patel first contacted
Varsity in October 2022 in order to be matched with an online tutor. On October 4, 2022, ***** purchased
a Learning Membership for use on Varsity’s platform. 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 four (4) hours each month for use with
one-on-one tutoring through the platform. The ***** was executed on October 5, 2022. During the first
two (2) months of the Learning Membership, five (5) sessions were invoiced to Palka’s account by her
tutor. On November 19, 2022, ***** requested to cancel the Learning Membership rather than continue
for the remainder of the term. The request was denied pursuant to the terms set forth in the *****.
Varsity had no further communications with ***** until March 13, 2023, when another request was made
to cancel the membership and receive a refund for the months which had already been paid. Varsity
contacted ***** upon its receipt of the Complaint and ultimately chose to provide a satisfactory
resolution.
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.Customer Answer
Date: 04/24/2023
I received the email below on April 17 th and have not seen the refund posted on my credit card. PLEASE SEE BELOW:
From: Varsity Tutors ***********************************
Date: Mon, Apr 17, 2023 at 10:38 AM
Subject: Varsity Tutors 04/17: Client Experience Manager ******* Following Through
To: <******************>
Dear ******
Thank
you for taking the time to speak to me about your concerns today. It
was a pleasure and I appreciate you for thoroughly explaining everything
to me. Your satisfaction is very important to me and I apologize again
for any misunderstanding or communication.
It’s
always important for us to cater to our customer’s needs as much as
possible, so I’m very sorry we couldn’t deliver what you expected.
Your
refunds for February, March & April, in the total amount of $897.00
has been approved and are in process. Please allow 5-7 business days to
fully process.
I
am very happy to know I was able to resolve your concerns today. Thank
you for being willing to resolve your review with the BBB directly. You
can find how to do so in the original email the BBB sent you.
If you need any further assistance please do not hesitate to contact me I am here for your satisfaction.
Click here to conveniently schedule your callback——> ******************************************
Kind Regards,
******* K.
Manager - Varsity Tutors Client Experience Department
1.866.221.5534
[email protected]
--Customer Answer
Date: 04/24/2023
Complaint: ********
I am rejecting this response because: I received the email below on April 17th and have checked my credit card account and am waiting for the refund.**********************************
From: Varsity Tutors <**********************************
Date: Mon, Apr 17, 2023 at 10:38 AM
Subject: Varsity Tutors 04/17: Client Experience ******* ******* Following Through
To: ********************
Dear ******
Thank
you for taking the time to speak to me about your concerns today. It
was a pleasure and I appreciate you for thoroughly explaining everything
to me. Your satisfaction is very important to me and I apologize again
for any misunderstanding or communication.
It’s
always important for us to cater to our customer’s needs as much as
possible, so I’m very sorry we couldn’t deliver what you expected.
Your
refunds for February, March & April, in the total amount of $897.00
has been approved and are in process. Please allow 5-7 business days to
fully process.
I
am very happy to know I was able to resolve your concerns today. Thank
you for being willing to resolve your review with the BBB directly. You
can find how to do so in the original email the BBB sent you.
If you need any further assistance please do not hesitate to contact me I am here for your satisfaction.
Click here to conveniently schedule your callback——> ******************************************
Kind Regards,
******* *.
Manager - Varsity Tutors Client Experience Department
**************
*********************************
--
Sincerely,
***** *****Initial Complaint
Date:04/12/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 12/20/22 I spoke with Varsity Tutors sales representative ******************************** who informed me of what seemed like a great plan to learn Arabic for 12 months 2x/week. I was on maternity leave and knew I would have some time before going back to work, but I told ****** I would have to reevaluate my contract once I went back into the office. ****** reassured me that I would be able to break the 12 month contract at no penalty to me if my schedule became too hectic. On 4/12/23 I called Varsity Tutors hoping to cancel my contract because it became too much for me to balance with my family and job. The man on the phone was super cheerful and nice until he told me that there is no breaking the contract, at which he became very shady, threatening me about how he knows I would be denied my contract cancellation so I should just go with one of his plans he was trying to "help me with" otherwise I would still be billed the $489/month until the 12 months was over. The predatory and misleading sales tactics by ****** and the man on the phone is incredible unprofessional and unethical! I was oversold a plan under the impression it was flexible, with their sales representative knowing full well my intent with the company and reservations. He lied to me by phone that the contract could be broken without a fee or penalty ahead of the 12 months, knowing I would most likely not be able to commit otherwise. Allegedly, the contract says I am not able to break it within 12 months, but I do not remember seeing that or else I would not have signed up for this plan! I try to download the "signed contracts" to review but the link on their website is broken and redirects me to their learning center. I cannot even access the contract I signed. I would like my membership cancelled immediately.Customer Answer
Date: 04/13/2023
Varsity Tutors promptly reached out to me and clarified the miscommunication on their part and were incredibly helpful in remedying the situation. My membership was cancelled, and I am happy with the respect and care I received from their Client Experience Manager.Initial Complaint
Date:04/12/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 7/28/2021, Varsity Tutors sales prompt me to a package for $500 off the complete package, which means $48 per hour if I buy 50 tutor hours. Because I remember the Varsity tutor never told me the hours would be expired, and there was no reminder on the email and website, So I bought 50 tutor hours on 7/28/2021. My kids took some tutor sessions from 2021 summer to 2022 spring, and still have 19h 47 mins hours. When I try to find a new tutor this year, the all left hours expired without any notification. I contacted the Varsity tutor account manager, they said they have the policies for that which all hours would expire in one year from the payment day. It is the first time I heard of that. Before I checked my account this year, no email or phone to remind me they have this policy. I was not informed of this policy when I purchased the course, and I find it to be unfair. I was deeply disappointed about that. As a professional, I believe it is your responsibility to provide your customers with accurate and comprehensive information regarding the terms and conditions of your platform. Failing to disclose the expiration policy of course hours could lead to an unsatisfactory customer experience and a breach of trust.Moreover, the expiration policy itself seems unfair and arbitrary. It puts undue pressure on customers to complete the course within a limited timeframe, which *** not be feasible or realistic for everyone. Additionally, it does not account for unforeseen circumstances or unexpected events that *** prevent customers from finishing the course within a year.I am disappointed that I was not informed of this policy when I purchased the course, and I would like to request a refund for the left hours' money: $949.6. I believe that I should have the option to use the course hours at my own pace without the added pressure of an expiration date.In addition, the service of the Varsity Tutor is not good, we want to find teachers with years of teaching experience, but Varsity Tutor always fails to assign us tutors who meet our requirements, making us waste a lot of time in the process. My child got tired of the constant process of trying new tutors and finally compromised on the tutor they assigned.Business Response
Date: 04/20/2023
******************************************************************************************** | www.varsitytutors.com
April 20, 2023
Better Business Bureau
******************************** 2060
*********, ** 63105
Re: Complaint #******** (the Complaint) *********************** (**************)
Varsity Tutors LLCs (Varsity) Response to the Complaint
Dear Sir or Madam:
Varsity is in receipt of the Complaint (as defined above) filed by *********************** on April 12, 2023 (and of
which Varsity was made aware on April 13, 2023). This letter shall serve as Varsitys response to the
matters raised in the Complaint; however, please note that although Varsitys attempts to make contact
with ************** since its receipt of the Complaint have been unsuccessful, Varsity has provided what it
believes to be an amicable resolution and remains further willing to address any outstanding issues with
***************
By way of background, Varsity is a live learning platform that, among other things, seamlessly connects
experts and learners in any subject, anywhere, at any time. This includes connecting students with
tutoring, academic enrichment, and test-preparation needs with vetted, independently contracted tutors
and test instructors who provide those services directly to students (not Varsity) online, on dates and at
times agreed upon between them. Varsitys platform also offers customers/students several different
choices for how to engage with tutors, instructors, experts, and professionals including one-on-one
(between one tutor and student), small group tutoring (between one tutor or instructor and a small group
of selected students), group courses (with one tutor or instructor leading a session with a large number of
participants), or combinations of the above. Customers/students of the platform can also get immediate,
live, one-on-one tutoring or instruction in more than *************** as little as 15 seconds by connecting
with a tutor through the Instant Tutoring feature on Varsitys platform. In 2022, Varsity began offering
Learning Memberships, which is a comprehensive solution that provides multimodal learning services to
help customers achieve their learning goals. As independent contractors, the tutors, instructors, and
experts who offer their services through the platform (in any capacity) have their own materials, styles,
and methods as indicated on every page of Varsitys website (www.varsitytutors.com).
In addition to the above, Varsity has expanded its offerings through its platform to include Professional
Certifications. The Professional Certifications offering connects customers/students with tutors and/or
instructors to assist in various professional certification tests (such as NCLEX or SHRM-SCP, among
others), in a one-on-one format or group format. As independent contractors, the tutors, instructors, and
experts who offer their services through the platform (in any capacity) have their own materials, styles,
and methods as indicated on every page of Varsitys website.
Varsity highlights its policies on the website and attempts to set realistic expectations with the potential
customers/students who seek to be matched with a contracted tutor, instructor, or expert through Varsitys
online platform. Varsity is transparent about its services and uses its Terms of Customer Accounts Use
Complaint # ********
Page 2
(the *****) to reinforce the process. In fact, the potential customers/students must review and sign
the ***** and acknowledge the policies before they ever engage in the services of a tutor through
Varsitys platform. Varsitys website is also critical in setting these expectations and explaining the
process and how it works, in addition to setting forth the terms of any guarantees, located at
***************************************************.
Regarding ************** specifically and according to Varsitys records, ************** first contacted Varsity in
June 2021 in order to be matched with an online tutor. ************** made two (2) separate purchases
through Varsitys platform (June 2, 2021, and July 28, 2021, respectively), and executed two (2) *****s
during that time as well. Between June 8, 2021, and January 16, 2022, ************** received ongoing
tutoring support from her tutors (according to the invoices submitted to Ms. ****** account). As set
forth in the ***** and indicated to ************** during her communications with Varsity prior to the
filing of the Complaint, purchased hours may be redeemed up to one year from the date of purchase;
accordingly, the ***** hours that remained on Ms. ****** account as of July 9, 2022 expired. Varsity
received no communication from ************** until April 12, 2023, when she contacted Varsity and
indicated she was unaware that the hours would expire. Upon receipt of the Complaint, Varsity contacted
************** regarding the issues raised in the Complaint, although there were technical difficulties and
Varsity was unable to speak directly with Ms. ******* nonetheless, Varsity has already provided what it
believes to be an amicable resolution and remains further willing to address any outstanding issues with
***************
Please consider this Varsitys response to the Complaint (which, at this time, Varsity considers to have
been resolved). Varsity is proud to be an affiliate of the BBB and values the relationship. If you have any
questions or comments, or would like to further discuss, please do not hesitate to contact me.
Regards,
***********************
Senior Corporate Paralegal
p: ************** | f: **************
e: ********************************Customer Answer
Date: 05/03/2023
The **************************** of Varsity Tutors responded me and solved the complaint quickly. They refunded me full money. When I reached out Varsity Tutors before wrote this complaint, they did not have good plan and attitude to solve my issues. Hope Varsity Tutors can have more transparent police and better customer service on customer issues rather than no-stoping sending emails and making phone call of advertisements. Thanks BBB helps.Initial Complaint
Date:04/11/2023
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 12/27/2022 I requested to cancel the service. The customer rep said "let us pause for a month and resume only if you request to resume," I was ok with that. Few days later I called them back and requested cancellation, i was told it will be cancelled after the pause. I trusted these people. A few months down the line, I happened to check my statement that i was charged 539 USD for Feb, then for March and then for April 2023. That is 1617 USD in total! I called them back, they said they have no mention of approved cancellation, i NEVER requested cancellation is what I was told.I had no option but to ask for cancellation AGAIN. It was evident I never used their service from Jan 2023, they definitely had some goof up on their end, and for my blind trust I had to pay them.Business Response
Date: 04/19/2023
*** ** ****** ***** ***** *** * *** ****** ** ***** * *********************
***** *** ****
****** ******** ******
*** ** ********* **** ****
*** ****** ** *****
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 April 11, 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 Mr. ****** 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 Mr. ******.
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 (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 Varsity’s website.
Varsity highlights its policies on the website and attempts to set realistic expectations with the potential
customers/students who seek to be matched with a contracted tutor, instructor, or expert through Varsity’s
online platform. Varsity is transparent about its services and uses its Terms of Customer Accounts Use
(the “TOCAU”) to reinforce the process. In fact, the potential customers/students must review and sign
Complaint # ********
Page 2
the TOCAU and acknowledge the policies before they ever engage in the services of a tutor through
Varsity’s platform. Varsity’s website is also critical in setting these expectations and explaining the
process and how it works, in addition to setting forth the terms of any guarantees, located at
****************.
Regarding Mr. ****** specifically and according to Varsity’s records, Mr. ****** first contacted Varsity
in December 2022 in order to be matched with an online tutor. On December 2, 2022, Mr. ******
purchased a Learning Membership for use on Varsity’s platform. A Learning Membership entitles
customers to a set number of live one-on-one tutoring hours per month on a recurring monthly basis, in
addition to enrollment in certain live classes through the Varsity platform, among other benefits. Mr.
******’s Learning Membership was on a month-to-month basis, and would include eight (8) hours each
month for use with one-on-one tutoring through the platform. Mr. ****** executed the TOCAU on
December 5, 2022. During the Learning Membership, eight (8) 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.
Varsity offered to pause Mr. ******’s membership for the month of January and informed him that it
would resume in February, and Mr. ****** agreed. On January 10, 2023, Mr. ****** once again called to
cancel his membership, and the cancellation was denied per the terms of the TOCAU. Upon receipt of the
Complaint, Varsity contacted Mr. ****** via email and provided a link that he 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 Mr. ******.
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:04/10/2023
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.
3/24/23
*Purchased an 8 hour tutoring package to assist my daughter in passing *** **** portion scheduled for 4/15/23. I explained my daughter's past issues with tutors and math and that she must pass this sitting of the exam in order to graduate on time.
*Paid $579.00
*Confirmation email showed monthly membership subscription for $579.00/ month, not a package. (I only checked this today 4/10/23 when told they do not refund memberships)
*3/26/23 I notified them that online only tutoring would not work for my daughter. Agent was encouraging and asked to give it a try and reach out if it does not work.
*Sessions scheduled weekly for Mon & Thurs 1 hr./ session.
*3/27/23 Session 1: Platform issues. Session lasted 40 minutes. Tutor confirmed platform issues.
*3/30/23 Session 2: Unable to login to platform.
*4/03/23 Session 3: Language barrier noted. Tutor speaks English but not well enough to reiterate instruction for deeper understanding.
*4/06/23 Session 4: Logged into platform waited 17 minutes for tutor. Continued to wait full hour, tutor no showed.
*4/09/23: Purchased new program for greater cost as my daughter's test is this 4/15/23. Contacted Varsity Tutors to cancel and request a refund. No email received to confirm cancellation or conversation outreach.
*4/10/23 Reached out to confirm cancellation and refund requests were submitted. Neither had been done. Consultant stated that they do not refund memberships. Please note, I think this service could be a wonderful option if performed as branded and tutors are truly vetted as marketing suggests. Further, the tutor was kind and caring but simply could not reiterate in ways that my daughter could understand, which was needed for the deficit in math that was communicated during consultation.
I am requesting termination of services effective immediately and a full refund.Business Response
Date: 04/17/2023
Better Business Bureau®
Serving Eastern & Southwest Missouri & Southern Illinois
211 N. Broadway, Suite 2060
St. Louis, MO 63102
ph ************ fax ************
email: ******************
*******************
4/15/2023
****** *****
Varsity Tutors LLC
101 S Hanley Rd Ste 300
Saint Louis MO 63105
Dear ****** ******
Better
Business Bureau received a complaint about your business. BBB
understands that there are two sides to every dispute. This is your
opportunity to rebuild trust with your customer.
BBB seeks to help
businesses and consumers resolve their disputes, whether or not they are
accredited with BBB. The complaint was submitted on 4/15/2023 and was
assigned an ID of
*********
Customer Information:
***** *****
*** * ********* **
********* ** *****
Daytime Phone* ***** ********
E-mail: *****************
The details of this matter are as follows:
Complaint Involves:
Service Issues
Customer’s Statement of the Problem:
We
canceled our membership back in October 2023 and have not use their
services since November 2023. I’ve called numerous times to cancel my
membership because of poor quality
of service. They fnally canceled
our membership on April 15, 2024 but did not issue a credit even though
we have asked numerous times. I understand we signed it for six month
agreement
however we were very dissatisfed with the service and we were just
asking to be reasonable and to have our account credited for the past,
fve months of charges.
Desired Settlement:
Refund
How Do I Respond?
To respond electronically, click on the "Respond to this Complaint" link located on the left.
You may also respond via email, mail, phone, or fax. See contact information below.
What should I include in my response?
Please provide factual information of the events from your perspective within seven (7) calendar days.
Be professional: Your response will be publicly posted on the BBB website.
BBB may edit the complaint or your response to protect privacy rights and remove inappropriate language.
As a BBB Accredited Business you have agreed to respond to every complaint brought to your attention.
If you do not respond promptly to this complaint, it may have
an unfavorable effect on your rating with BBB and on your BBB
Accreditation status.
What can I expect to happen next?
We will forward your response to your customer and request their feedback.
If your customer is dissatisfed, BBB may request an additional response.
We look forward to helping you and your customer work toward an amicable resolution.
Sincerely,
Dispute Resolution Department
Better Business Bureau
************
************ ***
******************Customer Answer
Date: 04/24/2023
This complaint should not be closed as the company has made zero effort to reallocate this issue.
This is the 5th dispute with Equifax and my credit score has been impacted multiple times.
This is literally affecting my life.
Initial Complaint
Date:04/09/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I hired Thai company to tutor my son, the contract allows for one tutoring session per week. The first tutor missed several sessions that I had to pay for, and then he disappeared without warning. I then was assigned a new tutor after much back and forth and that tutor has now missed two sessions that I have paid for claiming “migraines” and there’s been zero communication.
I reached out to ******* tutors to get out of my contract as they are not offering the services they claim and have not refunded my money. I wish to be released from my contract as they are not doing what they claim. I also wish to have two months of payments refunded.Business Response
Date: 04/11/2023
Please see attached response. Thank you!
******* is in receipt of the Complaint (as defined above) filed by Ms. *** on April 9, 2023 (and of which
******* was made aware on April 10, 2023). This letter shall serve as *******’s response to the matters
raised in the Complaint; however, please note that although *******’s attempts to make contact with Ms.
*** since its receipt of the Complaint have gone unanswered, ******* has provided what it believes to be
an amicable resolution and remains further willing to address any outstanding issues with her.
By way of background, ******* 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 *******) online, on dates and at
times agreed upon between them. *******’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 *******’s platform. In 2022, ******* 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 *******’s website (www.*******tutors.com).
In addition to the above, ******* 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 *******’s website.
******* 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 *******’s
online platform. ******* is transparent about its services and uses its Terms of Customer Accounts Use
(the “TOCAU”) to reinforce the process. In fact, the potential customers/students must review and sign
Complaint # ********
Page 2
the TOCAU and acknowledge the policies before they ever engage in the services of a tutor through
*******’s platform. *******’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
https://www.*******tutors.com/guarantee-policy.
Regarding Ms. *** specifically and according to *******’s records, Ms. *** first contacted ******* in
December 2022 in order to be matched with an online tutor. On December 30, 2022, Ms. *** purchased a
Learning Membership for use on *******’s platform. 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 ******* 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. Ms. *** executed the TOCAU on December 31, 2022. During
the first three (3) months of the Learning Membership, nine (9) sessions were invoiced to Ms. *****
account by her tutors. On March 27, 2023, Ms. *** indicated to ******* that she did not wish to continue
with the Learning Membership for the remainder of the term, and she preferred to cancel it and receive a
refund for the months which had already been paid. Upon receipt of the Complaint, ******* contacted Ms.
*** via email and provided what it believes to be an amicable resolution and remains further willing to
address any outstanding issues with Ms. ****
Please consider this *******’s response to the Complaint (which, at this time, ******* considers to have
been resolved). ******* 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 meCustomer Answer
Date: 04/13/2023
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:04/08/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Initial call was in December 2022 for tutoring services. I requested only a month trial because I did not know if the service would be effective. I was told that it was possible. Subsequently, unbeknownst to me I was billed for February and March even though I did not want a continuous monthly service and I requested that. I disputed the March bill and cancelled future billing on March 19, 2023. When Spoke to *****, she informed me I had to cancel 7 days prior to the next bill and that was done and the email confirmed no further bills will be issues. Again I was billed for April 1st. Spoke to ***** today, April 8th and he confirms the cancellation and the fact that no further billing was authorized.Business Response
Date: 04/11/2023
Dear Sir or Madam:
Varsity is in receipt of the Complaint (as defined above) filed by *** ********* on April 8, 2023. This
letter shall serve as Varsity’s response to the matters raised in the Complaint; however, please note that the
parties have already reached an amicable resolution that fully resolves any and all issues in the
Complaint.
By way of background, Varsity is a live learning platform that, among other things, seamlessly connects
experts and learners in any subject, anywhere, at any time. This includes connecting students with
tutoring, academic enrichment, and test-preparation needs with vetted, independently contracted tutors
and test instructors who provide those services directly to students (not Varsity) online, on dates and at
times agreed upon between them. Varsity’s platform also offers customers/students several different
choices for how to engage with tutors, instructors, experts, and professionals including one-on-one
(between one tutor and student), small group tutoring (between one tutor or instructor and a small group
of selected students), group courses (with one tutor or instructor leading a session with a large number of
participants), or combinations of the above. Customers/students of the platform can also get immediate,
live, one-on-one tutoring or instruction in more than 100 subjects in as little as 15 seconds by connecting
with a tutor through the Instant Tutoring feature on Varsity’s platform. In 2022, Varsity began offering
Learning Memberships, which is a comprehensive solution that provides multimodal learning services to
help customers achieve their learning goals. As independent contractors, the tutors, instructors, and
experts who offer their services through the platform (in any capacity) have their own materials, styles,
and methods as indicated on every page of Varsity’s website (*********************).
In addition to the above, Varsity has expanded its offerings through its platform to include Professional
Certifications. The Professional Certifications offering connects customers/students with tutors and/or
instructors to assist in various professional certification tests (such as NCLEX or SHRM-SCP, among
others), in a one-on-one format or group format. As independent contractors, the tutors, instructors, and
experts who offer their services through the platform (in any capacity) have their own materials, styles,
and methods as indicated on every page of Varsity’s website.
Varsity highlights its policies on the website and attempts to set realistic expectations with the potential
customers/students who seek to be matched with a contracted tutor, instructor, or expert through Varsity’s
online platform. Varsity is transparent about its services and uses its Terms of Customer Accounts Use
(the “TOCAU”) to reinforce the process. In fact, the potential customers/students must review and sign
the TOCAU and acknowledge the policies before they ever engage in the services of a tutor through
Varsity’s platform. Varsity’s website is also critical in setting these expectations and explaining the
process and how it works, in addition to setting forth the terms of any guarantees, located at
***********************************************
Regarding *** ********* specifically and according to Varsity’s records, *** ********* first contacted
Varsity in December 2022 in order to be matched with an online tutor. On December 1, 2022, **.
********* purchased a Learning Membership for use on Varsity’s platform. A Learning Membership
entitles customers to a set number of live one-on-one tutoring hours per month on a recurring monthly
basis, in addition to enrollment in certain live classes through the Varsity platform, among other benefits.
**. *********’* Learning Membership was on a month-to-month basis, and would include eight (8) hours
each month for use with one-on-one tutoring through the platform. *** ********* executed the TOCAU
on December 3, 2023. During the first four (4) months of the Learning Membership, five (5) sessions
were invoiced to *** *********’s account by her tutor. On March 19, 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. At the time the Complaint was received, Varsity was already in contact with ***
********* and the parties have reached an amicable resolution.
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:04/05/2023
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 got varsity tutors for my daughter. After I wrapped up with her tutor, varsity tutors still charged me for an entire 24 sessions and then refused to refund my money when I called. Then covid came. Post covid my daughter is having math trouble. I had 24 hours worth of tutoring on my account that they wouldn't refund me. A man told me they had just expired my 24 hours but he could get them back because it said at the top of my account that those sessions don't expire. He took down a bunch of info and said I would get a text/email soon. 3 days later at 7:45, I got a text reminding me of my upcoming session at 8pm! I got an email saying the same! No one asked ME if 8pm was ok! My child goes to BED at 8pm! So I call and am, understandably, upset as I don't want to suddenly have 23 hours paid for instead of 24. I am told that no such session exists on my account, even though it is there when I sign in, it is there in email reminder to me, and I was texted a reminder as well. apparently it doesn't exist and I am the idiot, not them (they are not apologetic at all). I am assured that no time was taken from my 24 hours because I do not HAVE 24 hours as the request was REJECTED. I ask to speak to a manager. I am told that is not possible. Varsity tutors has absolutely NO means of escalating your call! I was told he could get someone to call me back but he didn't offer a time, so I said, when? 'when would you prefer?' me: 'now'. Them: I can try to arrange that but it is unlikely that you will receive a call. I can have someone call you tomorrow.
How is that service?! 24hours worth is a LOT of moneys worth of tutoring! They won't give it back and they won't allow me to schedule a tutor. They don't get back to you and they harass you with false meetings you didn't make and there is NO culpability! No attempt to make amends! And I was pressured into buying so many visits up front in the first place!Business Response
Date: 04/11/2023
Varsity is in receipt of the Complaint (as defined above) filed by *** *** on April 5, 2022 (and of which
Varsity was made aware on great!April 6, 2022). 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 *** *** specifically and according to Varsity’s records, *** *** first contacted Varsity in
September 2017 in order to be matched with an online tutor. *** *** made two (2) separate purchases
through Varsity’s platform (September 27, 2017, and November 24, 2018, respectively), and executed a
TOCAU during that time as well. Between October 30, 2017, and February 2, 2020, *** *** received
ongoing tutoring support from her tutor (according to the invoices submitted to *** ***’s account). There
were no sessions invoiced to the account after February 2, 2020, and the hours 24 remaining on the
account at that time ultimately expired per the terms of the TOCAU. Varsity received no further
communication from *** *** until April 5, 2023, when she contacted Varsity and requested a
reinstatement of the hours that had expired. As set forth in the TOCAUs (and indicated to *** *** during
her communications with Varsity prior to the filing of the Complaint) purchased hours expire one year
after the date of purchase; thus, *** ***’s request falls well outside of that time-period. Nonetheless,
Varsity contacted *** *** upon receipt of the Complaint to communicate that the expired hours had been
restored to her account, which Varsity believes to be a fair and amicable resolution. The credited hours are
available in *** ***’s account for her use on Varsity’s platform at her discretion.
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 ParalegalInitial Complaint
Date:04/04/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I contacted Varsity Tutors 11-15-22 because I was struggling with a statistics course. I researched the company online and was apprehensive but I called to get more information. A representative talked to me, and I was desperate for help. She talked me into doing a 30-day trial which was money-back guaranteed, so I figured I didn't have anything to lose. She did not pitch that this was a subscription, but I had researched the company and emphasized that I did not want a subscription just hours as I was taking my final exams and moving on to vet school. Vet school was going to be different, and I didn't need tutoring for that or a membership to manage. I stated this to the representative multiple times and stated that I would not sign up if it were a membership after the 30 days. She assured me that she could set up a call back for 30 days but that there would be no membership charges unless I signed up for a plan then. Because of her assurances, I moved on to vet school and didn't think anything about it. My mother had paid for the service to try to help me, and when she saw the recurrent charges didn't say anything because she didn't want me to feel bad about the sacrifices she was making to get tutoring for me. I realized 3 months later that they had enrolled me in the subscription without calling as the representative said. I immediately called and a representative assisted me and admitted that there was a note to call and the ball had been dropped. On this phone call, I emphasized that I wanted no further charges to occur and that I wanted a refund because I was assured that I wouldn't be automatically signed up and never received a call. I did not know the charges had occurred, and did not want or use the hours given 1/15, 2/15, or 3/15. My refund was denied because of a "no membership hours refund" policy even though I didn't request membership, just 4 tutoring hours. I just want my mom's sacrafice, repaid. Total was $807 for the 3 months.Business Response
Date: 04/11/2023
******************************************************************************************** | www.varsitytutors.com
April 11, 2023
Better Business Bureau
******************************** 2060
*********, ** 63105
Re: Complaint #******** (the Complaint) ***************************** (******************)
Varsity Tutors LLCs (Varsity) Response to the Complaint
Dear Sir or Madam:
Varsity is in receipt of the Complaint (as defined above) filed by ****************** on April 4, 2023 (and of
which Varsity was made aware on April 5, 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 November 2022 in order to be matched with an online tutor. On November 15, 2022, ******************
purchased a Learning Membership for use on Varsitys platform. 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.
Killians 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. ****************** executed the ***** on
November 15, 2022. During the first month of the Learning Membership, three (3) sessions were invoiced
to Ms. ******** account by her tutor, with no further sessions invoiced after December 1, 2022. Varsity
received no communication from ****************** until March 29, 2023, when ****************** contacted Varsity
and indicated that she did not wish to continue with the Learning Membership for the remainder of the
term, and she preferred to cancel it and receive a refund for the months which had already been paid.
While the request for cancellation of the Learning Membership was granted 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: 04/11/2023
Issue was resolved to my satisfaction.
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