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:03/31/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
In 2018 I purchased $2000 of tutoring hours with Varsity Tutors. The terms and conditions where the hours would never expire and I could use them for all members of my household.
On three occasions Varsity Tutors have removed my hours from my access portal, on two occasions I complained and they were re-instated. This third time they are making it very difficult insisting I speak with certain people in their company.
Business Response
Date: 04/06/2023
Dear Sir or Madam:
Varsity is in receipt of the Complaint (as defined above) filed by *** ****** on March 31, 2023 (and of
which Varsity was made aware on April 4, 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 July 2016 in order to be matched with an online tutor. *** ****** made two (2) separate purchases
through Varsity’s platform (July 29, 2016, and October 18, 2016, respectively), and executed two (2)
TOCAUs during that time as well. *** ****** has received ongoing tutoring support from multiple tutors
in multiple subjects since his initial purchase in July 2016 (according to the invoices submitted to ***
******** account). As set forth in the TOCAUs, purchased hours may be redeemed up to one year from
the date of purchase; accordingly, at various points since the time of *** ******’s July 2016 purchase,
hours have been set to expire based upon the original purchase date (in accordance with the TOCAU),
although Varsity has agreed to reinstate expired hours on multiple occasions. On February 22, 2023, Mr.
Browne contacted Varsity and requested that the 9.75 hours that expired in November 2022 be reinstated.
Varsity contacted *** ****** upon its receipt of the Complaint and ultimately chose to provide a
resolution that was satisfactory to *** ******. 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:03/28/2023
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 have had a terrible experience with Varsity Tutors' employees, communicating with their staff, and most importantly and the reason for this complaint, withdrawal of hours from my account. When I have had sessions through this service, I have not learned well; the tutor was difficult to understand, and I felt as if I was being yelled at for asking to repeat anything. When I would let a tutor know that I would let them know whether or not I needed the session, they said that was fine. I listed my availability with another tutor, but I never confirmed when any upcoming sessions would be. Without confirming a session, I would log on to see hours taken for that session, even though I never said I wanted it. Additionally, when I would inform a tutor the day before a session that I would not need it and wanted to save my hours for another topic, I would later go into my account to see hours missing. For as much as these hours cost, I had to call and hound them for weeks in order to receive reimbursement. I just noticed time taken off from a month ago that I was unaware of, and will now have to seek reimbursement for that. Due to these reasons, I am seeking reimbursement for the 30 minutes that was taken from my account when a tutor told me cancelling was fine; I am also seeking a full refund for the other 7 hours that I have left with the service. The business is not providing their well, and seem to care more about taking my money than providing adequate and fair communication and services. I am seeking the funds to be reimbursed to the card on file that paid for them.Business Response
Date: 04/04/2023
Please see attached response. Thank you!
Varsity is in receipt of the Complaint (as defined above) filed by Mr. ******* on March 28, 2023. This
letter shall serve as Varsity’s response to the matters raised in the Complaint; however, please note
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 (*********************).
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 ***** ** ********, 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
********* * ********
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. *******’s mother, Ms. *******,
first contacted Varsity in June 2022 in order for Mr. ******* to be matched with an online tutor. Ms.
******* made two (2) separate purchases through Varsity’s platform (June 23, 2022; and June 27, 2022;
respectively), and executed the TOCAU on June 23, 2022 . Between June 23, 2022, and February 9, 2023,
six (6) tutoring sessions were invoiced to the account by various tutors, although two (2) of those sessions
were invoiced as cancellations (as permitted by the TOCAU) due to the fact that Mr. ******* either did not
attend the session or did not cancel the session with 24 hours’ notice. There were no sessions invoiced to
the account after February 9, 2023, and Varsity received no substantive communication from the *******s
until March 28, 2023 (the same day the Complaint was received), when Mr. ******* indicated to Varsity
that he no longer wished to continue use of the Live Learning Platform and requested a refund for the
hours purchased. Accordingly, at the time the Complaint was received, Varsity was aware of the *******’s
concerns and contacted them via email and provided a link that they 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
the *******s.
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 meInitial Complaint
Date:03/27/2023
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.
Varsity tutors mislead me into signing up for a 6-month (January-June) contract when I had asked for what I thought was a monthly membership that would use for only 3 months (January-March, 1 quarter) and now refuses to cancel the service even though it is no longer needed. In addition to this, when initially contacting Varsity Tutors to cancel my membership (March 22 @ 11:30am), their representative -- who said the best they could do instead of cancelation was lower my plan down to a $90/month flex plan (which I didn't want) -- went behind the scenes and extended my contract out to September of 2023 at a monthly rate of $349/month, marked my plan as beginning in March, and applied a pause to my account for the next billing month (April) that I did not ask for (this is what is stated under the membership tab in my account). In other words, my contract was now for March through September which in total would mean I would be paying for their service for 9 months!! Upon realizing this, I contacted Varsity Tutors again today (March 27 @ 12pm) and made it very clear to them that I no longer trusted their service and wanted my membership completely canceled. The representative I spoke with named *****, after several minutes of trying to persuade me into keeping the membership, finally stated that she had submitted a request to cancel and that I would be contacted within 24hrs. I asked her to send me an email outlining the cancelation request and the general details of the conversation we had and she agreed to do so. She never sent the email. I find it very shady that: (1) Varsity Tutors forces you to sign up for their services via phone (can't sign up by yourself online) and doesn't tell their sales representatives to be upfront about their services being a part of a binding contract, (2) Varsity Tutors doesn't provide any confirmation of the correspondence they've had with you via phone (which leaves room for them to alter the contract duration and monthly price whenever they would like to), and (3) once you have a membership with Varsity Tutors their representatives lie to you about matters that involve hundreds of dollars going toward a service that in my case isn't desired or needed. Overall, I would not recommend Varsity Tutors to anyone seeking tutoring and I expect a prompt response from Varsity Tutors.Customer Answer
Date: 03/29/2023
Varsity Tutors reached out to me via phone and email (March 28th) and has resolved the issue by cancelling my membership. I still will not recommend their service to anyone seeking tutoring since it took reporting them to the BBB to get them to fix this issue and it simply seems disingenuous that only now are they more than willing to help me out. The benefit of getting tutoring for one class is massively out weighed by the struggle that I went through trying to get them to stop charging me for a service that I no longer needed.Initial Complaint
Date:03/26/2023
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.
Approximately 3 weeks ago I spoke with my account manager in regards to pausing my account for 60 days. She advised that she would pause it for the discussed time and call me back within 30 days to see how things were going. My account was charged for another $269.00 and my account was refilled for 4 hours of tutoring. I called the automated phone line at phone number ** ***** ******** and entered the appropriate extension for billing. A call was scheduled for 4:00 pm CST, and a return call was made at 4:10 pm. I missed the call as I waited ten minutes and continued on with my errands. A voicemail was left and I called the number left in the voicemail which was the automated system. I was advised that I could text the number and I did. I was advised that my account manager would be scheduled to call me within 24 hours and at 8:25 pm I was called but was not near my phone. This pattern has continued and I want them to fulfill their end of our agreement to pause my account. I also want to get refunded and not charged for the tutoring that they scheduled during paused hours.Business Response
Date: 03/30/2023
*** ** ****** ***** ***** *** * *** ****** ** ***** * *********************
March 30, 2023
Better Business Bureau
*** ** ********* **** ****
*** ****** ** *****
Re: 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 Ms. ***** on March 26, 2023 (and of
which Varsity was made aware on March 27, 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
February in order to be matched with an online tutor. On February 23, 2023, Ms. ***** 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. Ms. ******s
Learning Membership is for a period of 12 months, and includes four (4) hours each month for use with
one-on-one tutoring through the platform. Ms. ***** executed the TOCAU on February 23, 2023. During
the Learning Membership, four (4) sessions were invoiced to Ms. ******s account by her tutor. On March
10, 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. However, upon speaking with a representative of Varsity, Ms. ***** agreed to
an alternate resolution that would allow her to continue using Varsity’s platform. Thereafter, Varsity had
continued communications with Ms. ***** related to the monthly charges associated with the Learning
Membership 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
** ***** ******** * ** ***** ********
** ***************************Customer Answer
Date: 04/10/2023
Varsity responded to my complaint by refunding the amount that was charged to my account since my account was intended to be paused for a duration of 60 days. I am satisfied with the end result of the refund even though the response was very generic. Expectations are set out as outlined by Varsity in their response, but as far as pausing the account and still charging for the hours, this was a mistake on their part, which has been remedied by refund and a credit of 4 hours. It was a combination of miscommunication and technical issues perhaps, that has since been corrected.Initial Complaint
Date:03/26/2023
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 had an organic chemistry exam that I needed some tutoring support for. Since it was an immediate need, I reached out to varsity tutors rep on the phone. I explained that I would need a tutor, but I wanted to evaluate the tutor before commit to buying hours on the platform . The representation told me that I could enroll in their membership program by paying a fee of $649.00 dollars which entitled me to 8 hours of tutoring with a guarantee that if I did not find the right tutor I could cancel the membership and get a refund in 30 days. Given the urgency of situation I gave them my credit info and got a membership in March 10. I told them that I would need a tutor really soon, so they asked me to accept the agreement they have on site and upload the syllabus. Note all this time they kept guaranteeing that I could cancel the membership in 30days and receive the full fee back. I really wanted to get help quickly, so they matched me with a tutor on March 12th for a one hour session. The tutor did not show up for the session, and I had call customer service to get the tutor's number and try to remedy the situation. Unfortunately that did not work out, and I was matched with another tutor a week later !!. This was well past my exam and was no longer useful for me, so I called customer service and asked to cancel the membership. After calling them twice about this, they initiated the cancellation procedure and told me that I would receive a refund in 2-3 days. On March 17 I receive an email from them stating that I am ineligible for a refund. It turns out that contract that tell you to sign online has specific terms that disallow them from refunding me for my unused hours and membership.
As far as I can tell this is a classic bait and switch scam. Their representatives told me that I could cancel during the 30 day period and receive the refund on almost all conversations I have had prior to March 17. I want the business to honor the commitment they made.Business Response
Date: 03/30/2023
*** ** ****** ***** ***** *** * *** ****** ** ***** * *********************
***** *** ****
****** ******** ******
*** ** ********* **** ****
*** ****** ** *****
Re: ********* ********* **** ************ * ****** ********** **** ***** ******
Varsity Tutors LLC’s (“Varsity”) Response to the Complaint
Dear Sir or Madam:
Varsity is in receipt of the Complaint (as defined above) filed by Ms. **** on March 26, 2023. This letter
shall serve as Varsity’s response to the matters raised in the Complaint; however, please note that
although Varsity’s attempts to make contact with Ms. **** since its receipt of the Complaint have gone
unanswered, Varsity has provided what it believes to be an amicable resolution and remains further
willing to address any outstanding issues with Ms. ****.
By way of background, Varsity is a live learning platform that, among other things, seamlessly connects
experts and learners in any subject, anywhere, at any time. This includes connecting students with
tutoring, academic enrichment, and test-preparation needs with vetted, independently contracted tutors
and test instructors who provide those services directly to students (not Varsity) online, on dates and at
times agreed upon between them. Varsity’s platform also offers customers/students several different
choices for how to engage with tutors, instructors, experts, and professionals including one-on-one
(between one tutor and student), small group tutoring (between one tutor or instructor and a small group
of selected students), group courses (with one tutor or instructor leading a session with a large number of
participants), or combinations of the above. Customers/students of the platform can also get immediate,
live, one-on-one tutoring or instruction in more than 100 subjects in as little as 15 seconds by connecting
with a tutor through the Instant Tutoring feature on Varsity’s platform. In 2022, Varsity began offering
Learning Memberships, which is a comprehensive solution that provides multimodal learning services to
help customers achieve their learning goals. As independent contractors, the tutors, instructors, and
experts who offer their services through the platform (in any capacity) have their own materials, styles,
and methods as indicated on every page of Varsity’s website ************************
In addition to the above, Varsity has expanded its offerings through its platform to include Professional
Certifications. The Professional Certifications offering connects customers/students with tutors and/or
instructors to assist in various professional certification tests (such as NCLEX or SHRM-SCP, among
others), in a one-on-one format or group format. As independent contractors, the tutors, instructors, and
experts who offer their services through the platform (in any capacity) have their own materials, styles,
and methods as indicated on every page of Varsity’s website.
Varsity highlights its policies on the website and attempts to set realistic expectations with the potential
customers/students who seek to be matched with a contracted tutor, instructor, or expert through Varsity’s
online platform. Varsity is transparent about its services and uses its Terms of Customer Accounts Use
(the “TOCAU”) ** ********* *** ******** ** ***** *** ********* ****************** **** ****** *** ****
********* * ********
Page 2
the TOCAU and acknowledge the policies before they ever engage in the services of a tutor through
Varsity’s platform. Varsity’s website is also critical in setting these expectations and explaining the
process and how it works, in addition to setting forth the terms of any guarantees, located at
***********************************************
Regarding Ms. **** specifically and according to Varsity’s records, Ms. **** first contacted Varsity in
March in order to be matched with an online tutor. On March 10, 2023, Ms. **** 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. Ms. ****’s Learning Membership
was on a month-to-month basis and would include eight (8) hours each month for use with one-on-one
tutoring through the platform. Ms. **** executed the TOCAU on March 11, 2023. During the Learning
Membership, one (1) session was invoiced to Ms. ****’s account by her tutor (although the session was
invoiced as “no-show,” as permitted in the TOCAU). On March 16, 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 because it was made within the 30-day window,
the request for refund was initially denied pursuant to the terms set forth in the TOCAU. Upon receipt of
the Complaint, Varsity contacted Ms. **** via email and provided a link that she could have used to
schedule a time to speak with Varsity’s representatives regarding the issues raised in the Complaint,
although as of the date of this response no such call has been scheduled; nonetheless, Varsity has already
provided what it believes to be an amicable resolution and remains further willing to address any
outstanding issues with Ms. ****.
Please consider this Varsity’s response to the Complaint (which, at this time, Varsity considers to have
been resolved). Varsity is proud to be an affiliate of the BBB and values the relationship. If you have any
questions or comments, or would like to further discuss, please do not hesitate to contact me.
Regards,
****** *****
****** ********* *********
** ***** ******** * ** ***** ********
** ***************************Initial Complaint
Date:03/25/2023
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.
This company has been fraudulently billing my credit card for 4 months. We tried them once for a tutor, but my son didn't understand. Then we tried two more times, and they never showed up again—nobody ever showed up after three sessions. There was always an excuse, I want my money refunded and I dont want anything to do with this company ever again. I see they have close to 150 complaints.Business Response
Date: 03/30/2023
*** ** ****** ***** ***** *** * *** ****** ** ***** * *********************
***** *** ****
****** ******** ******
*** ** ********* **** ****
*** ****** ** *****
*** ********* ********* **** ************ * ***** ****** ***** ********
******* ****** ***** *********** ******** ** *** *********
Dear Sir or Madam:
Varsity is in receipt of the Complaint (as defined above) filed by Mr. ****** on [March 25, 2023 and of
which Varsity was made aware on March 26, 2023. This letter shall serve as Varsity’s response to the
matters raised in the Complaint; however, please note 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 ************************
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
********* * ********
Page 2
(the “TOCAU”) to reinforce the process. In fact, the potential customers/students must review and sign
the TOCAU and acknowledge the policies before they ever engage in the services of a tutor through
Varsity’s platform. Varsity’s website is also critical in setting these expectations and explaining the
process and how it works, in addition to setting forth the terms of any guarantees, located at
***********************************************
Regarding 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 1, 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 for a period of 12 months, and would include four (4) hours each
month for use with one-on-one tutoring through the platform. Mr. ****** executed the TOCAU on
December 9, 2022. During the first four (4) months of the Learning Membership, 14 sessions were
invoiced to Mr. ******’s account by his tutor (four (4) of which were invoiced as “no-shows,” as
permitted in the TOCAU). Varsity received no direct communication from Mr. ****** regarding his
experience on the platform, and Varsity was unaware of Mr. ******’s dissatisfaction until its receipt of
the Complaint. 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:03/22/2023
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.
They lock you into a 3 month subscription. They will automatically renew your subscription at the end of the term. They charged our card even though we called to cancel . They are refusing to refund credit card payment for services that we did not want or use.Business Response
Date: 03/29/2023
Please see attached response. Thank you!
Dear Sir or Madam:
Varsity is in receipt of the Complaint (as defined above) filed by Mr. ***** on March 22, 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 (*********************).
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
********* * ********
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. *****’s daughter (“Ms. *****”),
first contacted Varsity in October 2022 in order to be matched with an online tutor. On October 31, 2022,
Ms. ***** 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.
The Learning Membership was for a period of 3 months, and would include eight (8) hours each month
for use with one-on-one tutoring through the platform. Ms. ***** executed the TOCAU on October 31,
2022. During the Learning Membership, seven (7) sessions were invoiced to Ms. *****’s account by her
tutor. In February, The Learning Membership auto-renewed for an additional three (3) months, as set
forth/agreed to in the TOCAU. Ms. ***** signed an additional TOCAU on February 15, 2023. On March
14, 2023, Ms. ***** indicated to Varsity that she did not wish to continue with the Learning Membership
for the remainder of the term, and she preferred to cancel it. The request was initially denied, as it was
outside of the cancellation window outlined in the TOCAU. Upon receipt of the Complaint (filed by Mr.
*****, not Ms. *****), Varsity communicated with the *****s via email and already provided what it
believes to be an amicable resolution and remains further willing to address any outstanding issues with
them.
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:03/21/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I spoke to a sales person about setting up my daughter with a tutor to speak Polish. I was very specific early. I Mentioned she’s six years old and she’s learning to speak Polish. That would need somebody to be able to do that and asked if this was a way that this could happen. I asked about the cancellation because I’ve seen other complaints about cancellation and refund from this company on the Better Business Bureau website. The individual I spoke with said this will work. If I don’t use my hours for the month I will not be charged for the following month. I tried the service it was not working for my daughter. The tutor we cancel *** numerous times it was difficult to reschedule. They later couldn’t meet the scheduling hours that I requested and kept moving the date which was not a date that I could use. It was very specific on which day I was available when I set up the service. I didn’t use all my hours and they refunded my hours in from what was told to me. I would not be charge following months if I did not use my hours. However, from November on I was charged $269 every month. I have reached out to this company to rectify and refund my account balance and also formally cancel my service. I’m waiting on resolution this process with cancellation for this company is a very hard one. I tried numerous times in January and they said I had to speak with somebody. I read provided in writing they would call me when I was at work outside the hours that I asked them to reach out to me. I can called them numerous times today and I’m waiting for confirmation that my service was canceled. They do not allow you to cancel the service and anyway online or do they make it easy for the consumer. The sales person was a very misleading. I was under the impression of what he said if I didn’t use my hours I wouldn’t be a bill that I was bill every month since that time.Business Response
Date: 03/28/2023
*** ** ****** ***** ***** *** * *** ****** ** ***** * *********************
March 28, 2023
****** ******** ******
*** ** ********* **** ****
*** ****** ** *****
Re: Complaint #******** (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 Ms. ********* on March 21, 2023 (and
of which Varsity was made aware on March 23, 2023). This letter shall serve as Varsity’s response to the
matters raised in the Complaint; however, please note that Varsity has provided what it believes to be an
amicable resolution and remains further willing to address any outstanding issues with Ms. *********.
By way of background, Varsity is a live learning platform that, among other things, seamlessly connects
experts and learners in any subject, anywhere, at any time. This includes connecting students with
tutoring, academic enrichment, and test-preparation needs with vetted, independently contracted tutors
and test instructors who provide those services directly to students (not Varsity) online, on dates and at
times agreed upon between them. Varsity’s platform also offers customers/students several different
choices for how to engage with tutors, instructors, experts, and professionals including one-on-one
(between one tutor and student), small group tutoring (between one tutor or instructor and a small group
of selected students), group courses (with one tutor or instructor leading a session with a large number of
participants), or combinations of the above. Customers/students of the platform can also get immediate,
live, one-on-one tutoring or instruction in more than 100 subjects in as little as 15 seconds by connecting
with a tutor through the Instant Tutoring feature on Varsity’s platform. In 2022, Varsity began offering
Learning Memberships, which is a comprehensive solution that provides multimodal learning services to
help customers achieve their learning goals. As independent contractors, the tutors, instructors, and
experts who offer their services through the platform (in any capacity) have their own materials, styles,
and methods as indicated on every page of Varsity’s website (*********************).
In addition to the above, Varsity has expanded its offerings through its platform to include Professional
Certifications. The Professional Certifications offering connects customers/students with tutors and/or
instructors to assist in various professional certification tests (such as NCLEX or SHRM-SCP, among
others), in a one-on-one format or group format. As independent contractors, the tutors, instructors, and
experts who offer their services through the platform (in any capacity) have their own materials, styles,
and methods as indicated on every page of Varsity’s website.
Varsity highlights its policies on the website and attempts to set realistic expectations with the potential
customers/students who seek to be matched with a contracted tutor, instructor, or expert through Varsity’s
online platform. Varsity is transparent about its services and uses its Terms of Customer Accounts Use
(the “TOCAU”) to reinforce the process. In fact, the potential customers/students must review and sign
the TOCAU and acknowledge the policies before they ever engage in the services of a tutor through
Complaint # ********
Page 2
Varsity’s platform. Varsity’s website is also critical in setting these expectations and explaining the
process and how it works, in addition to setting forth the terms of any guarantees, located at
**********************************************.
Regarding Ms. ********* specifically and according to Varsity’s records, Ms. ********* first contacted
Varsity in September 2022 in order to be matched with an online tutor. On September 12, 2022, Ms.
********* 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.
Ms. *********’s Learning Membership was for a period of 12 months, and would include four (4) hours
each month for use with one-on-one tutoring through the platform. Ms. ********* executed the TOCAU
on September 12, 2022. During the first month of the Learning Membership, two (2) sessions were
invoiced to Ms. *********’s account by her tutor. There were no additional sessions invoiced to the
account after September 21, 2022, although the Learning Membership remained active and four (4) hours
were added to Ms. *********’s account each month for her use (if she chose to utilize them). Varsity
received no communication from Ms. ********* until January 12, 2023, when she indicated that 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 pursuant to the terms set forth in the TOCAU. Nonetheless, on
March 21, 2023 (the same day the Complaint was received), Varsity 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 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:03/20/2023
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 utilized Varsity Tutors in the past and never had a problem. Unbeknownst to us, the company began a monthly subscription program for $369.00 per month, and we mistakenly signed up. The company charged us for 4 tutoring sessions on Feb 18. We used 2 sessions. We thought we could use the other 2 sessions whenever we wanted so didn’t dispute the high cost. However, we learned the 2 sessions we did not use expired on March 18 and then we were charged again for $369.00 for 4 more sessions for the month of Mar-Apr. When we called the company to ask for a refund within 1 day of the charge, we were told our request for a refund was rejected because we had signed a contract. As a former customer, Varsiity Tutors never informed us that their terms for service had changed nor did they inform us that their sessions now expire within a month. I make room for the fact that we unknowingly may have checked a box somewhere we didn’t intend to, but I feel we followed up in a timely manner and asked for the service to be cancelled for March 18-April 18, and the company now refuses to cancel the service. They said we were required to provide them 7 days notice before canceling. This seems unfair since we didn’t know we had signed up for the service, but once we were made aware, we attempted to do the right thing and cancel. I’m not sure where the company communicates 7 days notice is required, and I am afraid to visit their site to inquire for fear I may sign up for something else mistakenly. I also don’t see where the company clearly communicates that sessions expire at the end of the month. In fact, their email says “unlimited services.”
Thank you very much for your help.Business Response
Date: 03/28/2023
*** ** ****** ***** ***** *** * *** ****** ** ***** * *********************
March 27, 2023
Better Business Bureau
*** ** ********* **** ****
*** ****** ** *****
Re: Complaint #******** (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 Ms. ******** on March 20, 2023 (and of
which Varsity was made aware on March 21, 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 October 2021 in order to be matched with an online tutor. On October 10, 2021, Ms. ********
purchased a package of hours for use on Varsity’s platform, and executed the TOCAU on October 11,
2021, and Ms. ******** received ongoing support from her tutor thereafter (according to the invoices
submitted to her account). On February 18, 2023, the account was converted to a Learning Membership,
which entitles customers to a set number of live one-on-one tutoring hours per month on a recurring
monthly basis, in addition to enrollment in certain live classes through the Varsity platform, among other
benefits. Ms. ********’s Learning Membership was on a month-to-month basis and would include four
(4) hours each month for use with one-on-one tutoring through the platform. A subsequent TOCAU
related to the Learning Membership was executed on February 18, 2023. During the first month of the
Learning Membership, only one (1) session was invoiced to Ms. ********’s account by the tutor (and
there were no additional sessions invoiced thereafter). As set forth in the TOCAU, the hours each month
needed to be consumed within that month, otherwise they would expire.1 According to Varsity's records
and as set forth in the Complaint, Ms. ******** did not use all of her hours within a given month, and as
such, those hours expired in accordance with the TOCAU.
On March 19, 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
months which had already been paid. While the request for cancellation of the Learning Membership was
granted, the request for refund was initially denied pursuant to the terms set forth in the TOCAU. Varsity
contacted Ms. ******** upon its receipt of the Complaint and ultimately chose to provide a resolution that
was satisfactory to Ms. ********.
Please consider this Varsity’s response to the Complaint (which, at this time, Varsity considers to have
been resolved). Varsity is proud to be an affiliate of the BBB and values the relationship. If you have any
questions or comments, or would like to further discuss, please do not hesitate to contact me.
Regards,
****** *****
Senior Corporate Paralegal
** ***** ******** * ** ***** ********
** ***************************
1 The TOCAU states: “Monthly Hours cannot be carried forward beyond the next Monthly Billing Date (i.e. You
must use the Monthly Hours prior to the next upcoming Monthly Billing Date, or they will be automatically debited
from Your account in conjunction with the new Monthly Hours being added)...”Initial Complaint
Date:03/20/2023
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 prepaid a block of hours for tutoring. My daughter had difficulty finding a tutor that was effective so we opted for in person tutoring so we had a gap in our use of the service. When we went back to use the hours, they told me hours had "expired" and that these terms were in the "e-document" I signed. I was provided no notice from Varsity Tutors that they hours were expiring. The company incurred NO COST as a result of my delay in using the hours. When I requested that they extend my expiration date they declined and said "it's in your e-document".
This is a very deceptive business practice and not fair to consumers. The ONLY option they provide to buy there service is prepayment and then they are not helpful in terms of notifying people of upcoming expirations. They just take your money and run. I only asked for an extension of my expirations date. A good company would have granted that.
In addition, I am a California resident, and my understanding is the credits (e.g., gift cards and prepayments) do not expire in California FOR THIS VERY REASON.
I initially requested my expiration date be extended, but I would prefer to be credited for unused hours. I would prefer not to engage with a company that uses illegal business practices.Business Response
Date: 04/03/2023
Please see attached response. Thank you!
Varsity is in receipt of the Complaint (as defined above) filed by Ms. ********* on March 20, 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 ***** ** ********, 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
(*** ******”) 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
********* * ********
**** *
process and how it works, in addition to setting forth the terms of any guarantees, located at
***********************************************
Regarding Ms. ********* specifically and according to Varsity’s records, Ms. ********* first contacted
Varsity in March 2022 in order to be matched with an online tutor. On March 16, 2022, Ms. *********
purchased a package of hours for use on Varsity’s platform, and executed the ***** on March 17, 2022.
Between March 18, 2022 and September 1, 2022, ten (10) sessions were invoiced to Ms. *********’s
account by the tutor(s) associated with her account. On June 20, 2022, Ms. ********* called Varsity to
indicate that her daughters would not be utilizing their remaining hours for the summer months but
intended to resume usage when school started in the fall. As set forth in the *****, purchased hours
may be redeemed up to one year from the date of purchase; accordingly, the 16.62 hours that remained on
Ms. *********’s account would expire in March 2023. Ms. ********* did not ultimately resume tutoring
through her account, and thus any unused hours expired as of March 17, 2023. Upon receipt of the
Complaint, Varsity contacted Ms. ********* via email and provided a link so she could schedule a time to
speak with Varsity’s representatives regarding the issues raised in the Complaint. On March 27, 2023,
Varsity emailed Ms. ********* and let her know that a refund for the expired hours was in process.
According to Varsity’s records and as of today’s date, the refund request has been honored, which Varsity
believes will resolve Ms. *********’s complaint.
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 meCustomer Answer
Date: 04/11/2023
Please find attached a "Refund Release" that Varsity Tutors requested that I sign to get my refund. I did not sign it. They did provide me the refund without signing it. Please note that in the "Refund Release" they requested that I rescind my complaint to the Better Business Bureau in exchange for the refund. (Which I was unwilling to do - others should know the type of business Varsity Tutors is).
I very much appreciate your assistance in getting Varsity Tutors to respond and provide my feedback. You should be aware that the companies you reach out to are trying to silence complaints in a backhanded and slimy way.
Also, no where in the statement from Varsity did they acknowledge my complaint that "expiration of pre-paid hours" is a violation of ********** ****
Thanks again for your help. ********* *********
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