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:02/26/2023
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.
This complaint with Varsity Tutors (VT) encompasses VT's refusal to reverse charges on products and / or services not yet rendered by VT nor requested by us as the customer, and the process of canceling the VT service when no longer desired. On top of those two issues, we endured a week of egregeous customer service from condesending account managers. We are disappointed in the business conduct and customer relationship management of VT as a leading company utilizing AI and other tech to offer tutoring services. They are not on par with acceptable business standards in the industry as well as general customer service business practices at large.
To be fair, VT was congenial and helpful at the beginning of our relationship in December 2022. We had requested tutoring services in the 22/23 academic year to support our son with his high school statistics class in the last three weeks of the semester. The first tutor that was assigned to us informed us after several days that they were no longer working with VT. We quickly reached out to VT and they were not aware the tutor had left the company, and began to find another tutor for us. Tutors assigned had general statistics knowledge, but not specifics to our son's class. We used only about two and one half hours of four that we had purchased due to time constraints.
We called to cancel our membership the following week. The Account Manager said that they would like to credit us with four hours for the next month instead of canceling our service at that time. We did not use any of the four credited hours, and assumed our account would close out.
Our account was charged another $242.50 for the upcoming month. VT said they would not reverse the charges. Phone meetings sheduled by VT were not attended by VT.
Elevated claim attempts were met with the answer that it wouldn't matter and would receive the same answer even though hours were not requested, we were in close contact w/ VT, and no new hours were utilized by us.
Business Response
Date: 03/03/2023
Dear Sir or Madam:
Varsity is in receipt of the Complaint (as defined above) filed by Mr. and Mrs. ******* (collectively, “the
********”) on February 26, 2023 (and of which Varsity was made aware on February 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 signthe 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
https://*********************/guarantee-policy.
Regarding the ******** specifically and according to Varsity’s records, Ms. ******* first contacted
Varsity in December 2022 in order for the ********’ son to be matched with an online tutor. On December
17, 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 12 months, and would
include four (4) hours each month for use with one-on-one tutoring through the platform. The TOCAU
was executed on December 19, 2022. During the Learning Membership, three (3) sessions were invoiced
to the ********’ account by the tutor. On February 21, 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. The request was initially
denied pursuant to the terms set forth in the TOCAU. Varsity contacted the ******** upon its receipt of
the Complaint and ultimately chose to provide a resolution that was satisfactory to 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:02/24/2023
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 signed up my son for a tutor for Algebra 2. I was getting charged $299 for 1 hour 4 times a month so 1 hour, once a week. The tutor we were working with originally my son did not understand her style of tutoring and started to do bad in class so I had called and switched to another tutor. After a few sessions the tutor said they did not know the homework and reviews well enough to help him. This was right before finals! So I did the tutor right away that they offer and 2 other tutors said the same thing! I had been calling and emailing and leaving messages with Varsity Tutors and it was impossible to get someone to return a call and if they did it was always that someone would have to call me. This has been months and still not resolved! In the mean time my account kept getting charged but I’m bot using the tutoring services because 3 of their tutors could not help my son! This is a basic algebra 2 class not even an honors. I have asked for my money back 3 months of $299. Total of $897. Varsity Tutors would only refund 1 month of $299. Why? They did not provide the service for my son. I feel like this company is a scam and I want my money back! $598. I do not want my son to be tutored by them. I have tried 4 times for a tutor. 1 person not a good match my son did not understand her learning style and the other 3 people said they could not help. My son’s grade cannot afford to be with Varsity Tutors. He’s getting an F! This company did not have a tutor for my son so I want a refund!Business Response
Date: 03/02/2023
Please see attached response. Thank you!
Varsity is in receipt of the Complaint (as defined above) filed by Ms. ******* on February 24, 2023 (and
of which Varsity was made aware on February 25, 2023). This letter shall serve as Varsity’s response to
the matters raised in the Complaint; however, please note that although Varsity’s attempts to make contact
with Ms. ******* since its receipt of the Complaint have gone unanswered, Varsity has provided what it
believes to be an amicable resolution and remains further willing to address any outstanding issues with
Ms. *******.
By way of background, Varsity is a live learning platform that, among other things, seamlessly connects
experts and learners in any subject, anywhere, at any time. This includes connecting students with
tutoring, academic enrichment, and test-preparation needs with vetted, independently contracted tutors
and test instructors who provide those services directly to students (not Varsity) online, on dates and at
times agreed upon between them. Varsity’s platform also offers customers/students several different
choices for how to engage with tutors, instructors, experts, and professionals including one-on-one
(between one tutor and student), small group tutoring (between one tutor or instructor and a small group
of selected students), group courses (with one tutor or instructor leading a session with a large number of
participants), or combinations of the above. Customers/students of the platform can also get immediate,
live, one-on-one tutoring or instruction in more than 100 subjects in as little as 15 seconds by connecting
with a tutor through the Instant Tutoring feature on Varsity’s platform. In 2022, Varsity began offering
Learning Memberships, which is a comprehensive solution that provides multimodal learning services to
help customers achieve their learning goals. As independent contractors, the tutors, instructors, and
experts who offer their services through the platform (in any capacity) have their own materials, styles,
and methods as indicated on every page of Varsity’s website (*********************).
In addition to the above, Varsity has expanded its offerings through its platform to include Professional
Certifications. The Professional Certifications offering connects customers/students with tutors and/or
instructors to assist in various professional certification tests (such as NCLEX or SHRM-SCP, among
others), in a one-on-one format or group format. As independent contractors, the tutors, instructors, and
experts who offer their services through the platform (in any capacity) have their own materials, styles,
and methods as indicated on every page of Varsity’s website.
Varsity highlights its policies on the website and attempts to set realistic expectations with the potential
customers/students who seek to be matched with a contracted tutor, instructor, or expert through Varsity’s
online platform. Varsity is transparent about its services and uses its Terms of Customer Accounts Use
Complaint #********
Page 2
(the “TOCAU”) to reinforce the process. In fact, the potential customers/students must review and sign
the TOCAU and acknowledge the policies before they ever engage in the services of a tutor through
Varsity’s platform. Varsity’s website is also critical in setting these expectations and explaining the
process and how it works, in addition to setting forth the terms of any guarantees, located at
***********************************************
Regarding Ms. ******* specifically and according to Varsity’s records, Ms. ******* first contacted Varsity
in April 2022 in order to be matched with an online tutor. On April 19, 2022, Ms. ******* purchased a
package of hours for use on Varsity’s platform, and executed the TOCAU on April 21. 2022. Between
April 24, 20232 and October 16, 2022, 13 sessions were invoiced to Ms. *******’s account by her tutor.
On October 28, 2022, Ms. ******* converted her account to 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 six (6)
months, and would include four (4) hours each month for use with one-on-one tutoring through the
platform. During the Learning Membership, four (4) sessions were invoiced to Ms. *******’s account by
her tutor. On January 27, 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(s) which had already been paid. While the request for cancellation of the Learning
Membership was granted, the request for refund was initially denied pursuant to the terms set forth in the
TOCAU. Upon receipt of the Complaint, Varsity contacted Ms. ******* via email and provided a link that
she could have used to schedule a time to speak with Varsity’s representatives regarding the issues raised
in the Complaint, although as of the date of this response no such call has been scheduled; nonetheless,
Varsity has already provided what it believes to be an amicable resolution and remains further willing to
address any outstanding issues with Ms. *******.
Please consider this Varsity’s response to the Complaint (which, at this time, Varsity considers to have
been resolved). Varsity is proud to be an affiliate of the BBB and values the relationship. If you have any
questions or comments, or would like to further discuss, please do not hesitate to contact meCustomer Answer
Date: 03/03/2023
Complaint: ********
I am rejecting this response because: My son did not receive any tutoring services for three months, I only received a refund for two months. I am still owed a refund for one more month. I am not asking for a refund for hours he used, I am asking for a refund for hours he did not use. Even the hours he used was by a tutor that did not know what they were doing. The tutor even admitted that they did not know the material well enough to tutor my son. Also, it was more than one tutor that admitted to not know the material. I have returned calls, and no one is calling me back.
Sincerely,
***** *******Business Response
Date: 03/10/2023
*** ** ****** ***** ***** *** * *** ****** ** ***** * *********************
March 10, 2023
****** ******** ******
*** ** ********* **** ****
*** ****** ** *****
Re: Complaint #******** (the “Complaint”) – ***** ******* (“Ms. *******”)
Varsity Tutors LLC’s (“Varsity”) Response to the Customer Rejection dated March 6, 2023
(the “Rejection”)
Dear Sir or Madam:
Varsity is in receipt of the Rejection (as defined above), which was in response to Varsity’s March 2,
2023, communication addressing the overall Complaint (“Varsity’s Reply to the Complaint”). This letter
shall serve as Varsity’s response to the Rejection, and will confirm that Varsity believes it has provided an
amicable resolution. Although Varsity maintains that it had already sufficiently addressed the issues raised
in the Complaint prior to the Rejection, Varsity nonetheless communicated with Ms. ******* upon receipt
of the Rejection and ultimately chose to provide an additional 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
** ***** ******** * ** ***** ********
** ***************************Initial Complaint
Date:02/24/2023
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.
To whom this may concern:
I signed up for tutoring with Varsity Tutors on 10/19/22. Prior to signing up, I had expressed that I work full time, and that I am a mother of two children, and that I need tutoring for Saturday and Sunday for the ***** **** *** ******* *********. They assured me that this would not be a problem and that they would connect me with a tutor that would work with my hours.
The tutor assigned to me who informed me she could only do sessions on Saturday. We set up a schedule and timely that worked for both of us. The last time we had a session together was on 11.26.22 – Our next scheduled session was for 12.3.22 – the tutor simply did not show up to that session (without prior notification or after the time should have started). She also declined the next session scheduled for 12.10.22. I did reach out to her, but was unsuccessful. I then contacted Varsity Tutors on 12/4/22. They stated they did not know that the tutor did not show up to the session and stated they will follow-up with me. I waited and no one reached out to me. On 12/8/22. I called Varsity again to help me because my test was coming up and I was becoming anxious by this point. I had missed two sessions! They specified they would try to connect me with another tutor. I do not know what happened with tutor I had prior and they did not provide a reason for her desertion. The next tutor connected me with was not able to work with my hours. I called them yet again, and they again connected me with a tutor that was not able to work with my hours. My test was December 17, and with the stress of work, and home, and no support, I failed my *****.
I reached out to them and let them know I did not pass and requested the refund I should receive if I failed the exam. They stated that I do not meet the requirements for a refund – because I had to reach a certain amount of tutoring hours. I tried to explain that my assigned tutor quit on me or simply stopped responding to me, and the company was unable to connect me with a tutor that worked with my schedule. I was later told on the phone, after all this had already transpired, that I was to just sign up with whatever tutor was available, no matter how many times I explained to them that the hours did not work with my schedule. I spoke to ******** who was my account manager; she had told me to send in my score for a refund. Then another representative called me telling me I was not eligible because of the tutoring hours.
I AM BEING BLAMMED AND PENALISED because THEIR STAFF TUTOR quit on me before my exam. I have tried and explained this situation SEVERAL TIMES and no one was helping me. I was told AGAIN SEND ANOTHER email to customer service (which was sent on 2.16.23).
At the time of sign up, I received an email that stated the following: “100% Tutor Satisfaction Guarantee: We are committed to connecting students with outstanding tutors and therefore offer you a Tutor Satisfaction Guarantee.” This does not appear to be true – they took advantage of my desperation to pass my test, did not connect to someone after my first tutor disappeared on me. They have since stopped responding to me. My concerns are being ignored and dismissed.
Please let me know if you can assist me obtain my refund – I have not been helped at all by this company, and I have been taken advantage of. I have put $1968.00 towards this. I am a mother working full time, and trying to further my career. What they have done, and continue to do is profoundly unprofessional and highly disrespectful, to my time, my financial resources, and me.
Supporting documents have been attached.
Thank you.
********* ******Business Response
Date: 03/01/2023
*** ** ****** ***** ***** *** * *** ****** ** ***** * *********************
March 1, 2023
Better Business Bureau
*** ** ********* **** ****
*** ****** ** *****
Re: Complaint #******** (the “Complaint”) – ********* ****** (“Ms. ******”)
Varsity Tutors LLC’s (“Varsity”) Response to the Complaint
Dear Sir or Madam:
Varsity is in receipt of the Complaint (as defined above) filed by Ms. ****** on February 24, 2023 (and
of which Varsity was made aware on February 25, 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 “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 2022 in order to be matched with an online tutor. On October 19, 2022, Ms. ****** purchased
a package of hours for use on Varsity’s platform, and executed the TOCAU on October 20, 2022.
Between October 29, 2022, and November 26, 2022, five (5) sessions were invoiced to Ms. ******’s
account by her tutor. On February 2, 2023, Ms. ****** contacted Varsity and requested a refund, citing
the Pass Guarantee.1 Although Ms. ******’s request was initially denied as she did not meet all of the
required criteria for the Pass Guarantee. 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,
****** *****
****** ********* *********
** ***** ******** * ** ***** ********
** ***************************
1 Varsity’s Better Score Guarantee is outlined on its website, at
**********************************************, and is also set forth in the TOCAU (which Ms. ******
executed at the time of her purchase, thereby indicating her understanding of the Better Score Guarantee
as well as the additional terms set forth therein).
Customer Answer
Date: 03/10/2023
Complaint has been resolved, I appreciated everything.
Thank you very much!Initial Complaint
Date:02/24/2023
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 November 2022, I spoke to a sales representative of Varsity Tutors LLC because I needed a few hours of tutoring for my daughter.
They explained their program and I said that I wanted to try it for the least amount of time possible, due to the fact that it was really expensive.
After 3 months, after being charged every month up until that day, I called to say that I want to cancel the program, an now they say that I can't cancelled because I have chosen the longest period of time, 24 months and I have to keep paying until the end.
I ask them on the 4th of February 2023 to send me the contract where I have chosen the 24 months agreement or the audio where I said that and they have not been able to send that to me up until today.
As I wanted to avoid keep paying that big amount, I told them to give me a 2 month pause, as their rules provide I can do in a 24 month agreement, and they refused, they could only give me one month now and gave me the option to change to a 24 month FLEX PLAN agreement, that it gave me 1 hour a month of tutoring for a 99 USD, something that I don't want anymore, but I'm forced to chose to stop paying the 250 USD a month.
It feels like a scam, I was directed to this with lack of transparency and fell into this lie and now I feel that I pay for something that I don't want to keep doing it, but then if I stop they are going to start harrasing me with lack of payment notices and lowering my credit.
Please help.Business Response
Date: 03/01/2023
*** ** ****** ***** ***** *** * *** ****** ** ***** * *********************
March 1, 2023
Better Business Bureau
*** ** ********* **** ****
*** ****** ** *****
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 February 24, 2023 (and of
which Varsity was made aware on February 25, 2023). This letter shall serve as Varsity’s response to the
matters raised in the Complaint; however, please note that the parties have already reached an amicable
resolution that fully resolves any and all issues in the Complaint.
By way of background, Varsity is a live learning platform that, among other things, seamlessly connects
experts and learners in any subject, anywhere, at any time. This includes connecting students with
tutoring, academic enrichment, and test-preparation needs with vetted, independently contracted tutors
and test instructors who provide those services directly to students (not Varsity) online, on dates and at
times agreed upon between them. Varsity’s platform also offers customers/students several different
choices for how to engage with tutors, instructors, experts, and professionals including one-on-one
(between one tutor and student), small group tutoring (between one tutor or instructor and a small group
of selected students), group courses (with one tutor or instructor leading a session with a large number of
participants), or combinations of the above. Customers/students of the platform can also get immediate,
live, one-on-one tutoring or instruction in more than 100 subjects in as little as 15 seconds by connecting
with a tutor through the Instant Tutoring feature on Varsity’s platform. In 2022, Varsity began offering
Learning Memberships, which is a comprehensive solution that provides multimodal learning services to
help customers achieve their learning goals. As independent contractors, the tutors, instructors, and
experts who offer their services through the platform (in any capacity) have their own materials, styles,
and methods as indicated on every page of Varsity’s website (*********************).
In addition to the above, Varsity has expanded its offerings through its platform to include Professional
Certifications. The Professional Certifications offering connects customers/students with tutors and/or
instructors to assist in various professional certification tests (such as NCLEX or SHRM-SCP, among
others), in a one-on-one format or group format. As independent contractors, the tutors, instructors, and
experts who offer their services through the platform (in any capacity) have their own materials, styles,
and methods as indicated on every page of Varsity’s website.
Varsity highlights its policies on the website and attempts to set realistic expectations with the potential
customers/students who seek to be matched with a contracted tutor, instructor, or expert through Varsity’s
online platform. Varsity is transparent about its services and uses its Terms of Customer Accounts Use
(the “TOCAU”) to reinforce the process. In fact, the potential customers/students must review and sign
the TOCAU and acknowledge the policies before they ever engage in the services of a tutor through
Complaint # ********
Page 2
Varsity’s platform. Varsity’s website is also critical in setting these expectations and explaining the
process and how it works, in addition to setting forth the terms of any guarantees, located at
**********************************************.
Regarding Mr. ***** specifically and according to Varsity’s records, Mr. *****’ wife, ******, first
contacted Varsity in November 2022 in order for their daughter to be matched with an online tutor. On
November 12, 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. The Learning Membership was for a period of 24 months, and would include four
(4) hours each month for use with one-on-one tutoring through the platform. ****** executed the
TOCAU on November 19, 2022. During the first four (4) months of the Learning Membership, 13
sessions were invoiced to the account. On February 4, 2023, ****** indicated to Varsity that while they
were happy with the tutoring services their daughter was receiving, they did not wish to continue with the
Learning Membership for the remainder of the term and preferred to cancel it. The request was initially
denied as it was outside of the cancellation window outlined in the TOCAU, and ****** agreed to an
alternate resolution that would allow for continued use of Varsity's platform. On February 27, 2023, Mr.
***** indicated to Varsity that he and his wife were no longer interested in the alternate resolution to
which ****** had previously agreed, and made another request to cancel the Learning Membership.
Varsity contacted Mr. ***** upon its receipt of the Complaint and ultimately chose to provide a resolution
that was satisfactory to 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,
****** *****
****** ********* *********
p: ***** ******** | f: ***** ********
e: ***************************
Initial Complaint
Date:02/23/2023
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 reached out to varsity tutor to help me to pass the **** exam with guarantee until I pass or money back. I did not pass the test and I did not my money back. Now varsity tutors claimed that my contract was expired. I was in assigned a manager account names ****** and I was in communication and I was never informed that my contract was about to expire and I lost ***** dollars for 36 hours. Im in square one. Please don't buy their lies.Business Response
Date: 03/01/2023
Please see attached response. Thank you!Initial Complaint
Date:02/21/2023
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 Saturday, February 18, 2023 I signed a contract with Varsity Tutors. Prior to signing the contract I had several conversations with representatives from Varsity. I explained that my daughter, a five year old kindergartener, was struggling with the possibility of having to retake kindergartner again. I stressed the fact that I was not sure she could sit on the computer for an hour and that time was important. A couple of plans were offered to me. I chose the one month option to see if my daughter could do it. I was told, after the first tutor session, if it did it not work out I could cancel. Varsity set up my account, sent two assessment forms for my daughter to complete, and a tutor was selected. The plan was set up for 6+ grade level. The questions asked in the assessments sent to my daughter were at a grades well pass kindergartner and the tutor was prepared to teach a 6+ grader. He offered me a time slot of 7:00 pm, which I turned down stating it was too late to study for a 5 year old. Frustrated I called Varsity Tutors to cancel. Thats when I was informed that once the money was paid there was no refund. During my many conversations with Varsity representatives, at no time did they mention that regardless of the circumstances they would not give a refund. This information would have been key in my decision to sign the contract. In addition, I later learned that their 1 month plan was simply entering me into a monthly recurring bill of $579, with a 30 day cancellation window. As a result, had I not called Monday, February 20, 2023 and cancelled, they would have billed me in March as well. I believe this program is set up to trick people into signing up to get their money regardless of whether they are satisfied or not. Since, I did not have one session and cancelled the next business day, Monday, February 20, 2023, which was right after I signed the contract (Saturday, 2/18/23, I am requesting a refund of my $579. This is not good business.Business Response
Date: 02/27/2023
Please see attached response. Thank you!Customer Answer
Date: 02/27/2023
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:02/20/2023
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.
When I purchased a plan with them, I was told that it would be a one-month plan and cancel at any time. I did the one month, or four sessions that I needed, and then I attempted to cancel. Since then, I have not been able to cancel. I email them or call them and then they charge me again while not rendering any services in exchange for the charges (since I no longer need any services!) I cancel my card and somehow they find a way to get my new card information and charge me again. They are literally billing me several hundred dollars a month in exchange for NOTHING. As far as I'm concerned, they owe me a refund of $1212.00 for overcharges. of four months.
Attached are documents showing that I have not been enrolled in anything after those four sessions, yet they continue to renew my membership. They are willing to let me sign up for classes (which I do not need) but they are unwilling to stop charging me like they agreed to.Business Response
Date: 02/27/2023
Please see attached response. Thank you!
Varsity is in receipt of the Complaint (as defined above) filed by Ms. ******* on February 20, 2023 (and
of which Varsity was made aware on February 21, 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
********* * *******7
Page 2
(the “TOCAU”) to reinforce the process. In fact, the potential customers/students must review and sign
the TOCAU and acknowledge the policies before they ever engage in the services of a tutor through
Varsity’s platform. Varsity’s website is also critical in setting these expectations and explaining the
process and how it works, in addition to setting forth the terms of any guarantees, located at
***********************************************
Regarding Ms. ******* specifically and according to Varsity’s records, Ms. ******* first contacted Varsity
in September 2022 in order to be matched with an online tutor. On September 19, 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 20, 2022. During the first month of the Learning Membership, four (4) sessions were invoiced
to Ms. *******’s account by her tutor. There were no additional sessions invoiced to Ms. *******’s
account thereafter, although she remained in the Learning Membership and subject to the recurring
monthly charge as outlined in the TOCAU. Varsity has no record of any communication from Ms.
******* – via phone, email, or otherwise – and was unaware of Ms. *******’s concerns until Varsity
received the Complaint on February 21, 2023. At that time, 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 meInitial Complaint
Date:02/17/2023
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 paid for a 3-month subscription to include **************** to the tune of just under $600 a month. My subscription was up in December. Without an email, letter, or notice of any kind. Varsity Tutors renewed this 3-month subscription in ******* automatically without any notice. I noticed the second charge when it came through in February and my credit card bill was considerably higher than expected. I have used zero services from varsity tutors since my original agreed-upon contract ended in December. I called and canceled my subscription immediately but Varsity tutors is refusing any form of refund for ******* even though no services were rendered and no notice of renewal was given to me. This is extremely unprofessional as no notice was given to me that they would be renewing a nearly $ 600-month contract automatically. I signed up for a 3-month contract and paid that amount. Their reason for not refunding me is due to the original terms of service for my original contract which ended in December stating I had to request the refund within 30 days. The renewal of such an expensive contract without a willingness to refund, communicate or work with me seems like a way to take advantage of clients and ensures I will never return or recommend this service to any of my classmates.Business Response
Date: 02/23/2023
Please see attached response. Thank you!
Varsity is in receipt of the Complaint (as defined above) filed by **************** on February 17, 2023 (and of
which Varsity was made aware on February 18, 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 September 2022 in order to be matched with an online tutor. On September 11, 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. Mr.
Conlees Learning Membership was for a period of three (3) months, and would include eight (8) hours
each month for use with one-on-one tutoring through the platform. **************** executed the ***** on
September 11, 2022. During the first three (3) months of the Learning Membership, 27 sessions were
invoiced to Mr. ******* account by his tutor. In January 2023, the Learning Membership auto-renewed
for an additional three (3) months, as set forth/agreed to in the *****. On February 11, 2023, Mr.
****** indicated to Varsity that he did not wish to continue with the auto-renewed Learning Membership
and he preferred to cancel it and receive a refund for the month of January. While the request for
cancellation of the Learning Membership was granted, the request for refund was initially denied pursuant
to the terms set forth in the *****. Varsity contacted **************** upon its receipt of the Complaint and
ultimately chose to provide a resolution that was satisfactory to ****************
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 meCustomer Answer
Date: 02/23/2023
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. After being contacted by Varsity Tutors we where able to come to an understanding. I explained how I think they need to have some kind of auto renewal email or notice at least sent out to customers since they advertise their contracts as 3,6 or 12 months stints. They explained that they where still in the beginning stages of this way of tutoring and memberships and that it was something they are looking into. I appreciate the business being understanding and willing to issue a refund. The associate I spoke to was very nice, understanding and extremely helpful. I would consider using Varsity Tutors again in the future and just warn others to be mindful of possible auto-renewals without notice.
Sincerely,
*************************Initial Complaint
Date:02/16/2023
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 January 12, 2023 I signed up with Varsity Tutors for month to month tutoring for my son. I was told that this way it would be easier for me as I did not want to commit to a package because for one my son is due to take the SAT in March and two I was not sure how much he was going utilize the service. I was told that this would be easier as I could renew it each month myself if I wanted the service. On February 13, a payment of $309 came out of my account, I was surprised because I did not call to renew and had no intentions on doing so. I immediately contacted Varsity and explained that we would not be utilizing the service for February and I asked that they cancel the service and refund my money. I was told that it would be done. On 2/16/2023 I called to follow up on my refund and was told by the representative that he saw in the system where the service was cancelled, but did not see where a request for the refund was made. He then went on to mention to me something about a charge for using over my 4 hours of tutoring and having a no show for tutoring. I told him that I did not believe this to be true. He told me he would document this and send it to his supervisor to see if she would approve it and get back to me. Once I got off the phone I checked my records and noted that my son had exactly for tutoring sessions, (four hours, as he rescheduled two) and there was never a no show. I called Varsity Tutors back to provide this information and spoke with another representative who told me it did not matter and that I would not get a refund because it is Varsity's policy not to refund because the money came out of my account already. This makes absolutely no sense, I work way to hard for my money, we are not talking about $10, I am a single mother with kids at home, one who is going to college, I do not have $309 to just give to a business for a service I am not using, did not use and have no use for. I was told initially that my money was going to be refunded and it was not. I was also told that I was to call and renew if I wanted the service. I feel I was mislead. I had to call my bank to dispute the charge, which I do not feel I should have had to do. Again, this is my hard earned money, not Varsity's they did not do anything to earn the money!!Business Response
Date: 02/23/2023
Please see attached response. Thank you!
Varsity is in receipt of the Complaint (as defined above) filed by Ms. ****** on February 16, 2023 (and of
which Varsity was made aware on February 17, 2023). This letter shall serve as Varsity’s response to the
matters raised in the Complaint; however, please note that the parties have already reached an amicable
resolution that fully resolves any and all issues in the Complaint.
By way of background, Varsity is a live learning platform that, among other things, seamlessly connects
experts and learners in any subject, anywhere, at any time. This includes connecting students with
tutoring, academic enrichment, and test-preparation needs with vetted, independently contracted tutors
and test instructors who provide those services directly to students (not Varsity) online, on dates and at
times agreed upon between them. Varsity’s platform also offers customers/students several different
choices for how to engage with tutors, instructors, experts, and professionals including one-on-one
(between one tutor and student), small group tutoring (between one tutor or instructor and a small group
of selected students), group courses (with one tutor or instructor leading a session with a large number of
participants), or combinations of the above. Customers/students of the platform can also get immediate,
live, one-on-one tutoring or instruction in more than 100 subjects in as little as 15 seconds by connecting
with a tutor through the Instant Tutoring feature on Varsity’s platform. In 2022, Varsity began offering
Learning Memberships, which is a comprehensive solution that provides multimodal learning services to
help customers achieve their learning goals. As independent contractors, the tutors, instructors, and
experts who offer their services through the platform (in any capacity) have their own materials, styles,
and methods as indicated on every page of Varsity’s website (**********************.
In addition to the above, Varsity has expanded its offerings through its platform to include Professional
Certifications. The Professional Certifications offering connects customers/students with tutors and/or
instructors to assist in various professional certification tests (such as NCLEX or SHRM-SCP, among
others), in a one-on-one format or group format. As independent contractors, the tutors, instructors, and
experts who offer their services through the platform (in any capacity) have their own materials, styles,
and methods as indicated on every page of Varsity’s website.
Varsity highlights its policies on the website and attempts to set realistic expectations with the potential
customers/students who seek to be matched with a contracted tutor, instructor, or expert through Varsity’s
online platform. Varsity is transparent about its services and uses its Terms of Customer Accounts Use
(the “TOCAU”) to reinforce the process. In fact, the potential customers/students must review and sign
the TOCAU and acknowledge the policies before they ever engage in the services of a tutor through
Complaint # ********
Page 2
Varsity’s platform. Varsity’s website is also critical in setting these expectations and explaining the
process and how it works, in addition to setting forth the terms of any guarantees, located at
***********************************************
Regarding Ms. ****** specifically and according to Varsity’s records, Ms. ****** first contacted Varsity
in January in order to be matched with an online tutor. On January 12, 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 four (4) hours each month for
use with one-on-one tutoring through the platform. Ms. ****** executed the TOCAU on January 13,
2023. On February 13, 2023, Ms. ****** indicated to Varsity that she did not wish to continue with the
Learning Membership for the remainder of the term, and she preferred to cancel it and receive a refund
for the month which had already been paid. While the request for cancellation of the Learning
Membership was granted, the request for refund was initially denied pursuant to the terms set forth in the
TOCAU. Varsity contacted Ms. ****** upon its receipt of the Complaint and ultimately chose to provide
a resolution that was satisfactory to 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 meInitial Complaint
Date:02/16/2023
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 called Varsity Tutors on Monday, February 13th to inquire about tutoring services for my son. During that initial conversation, I was told that I needed ro pay $529 for the first month of tutoring services BEFORE they would send me their extensive and detailed contract. They scheduled a "welcome" call with me the following day, and told me that I had to create an account and agree to their terms prior to this call, which I did. After creating the account, I was able to see that they had assigned a tutor who specialized in elementary and middle school education for my son in 10th grade. The contract was confusing and it was not clear to me either on my initial call or in the contract terms how the services work, the length of the contract, cancelation requirements, ability to "pause" services during break, etc. This is important because during my initial call, the woman i spoke to suggested a 6 month contract, which means that i would have to pay even in the summer. Apparently, you have to agree to a 12 month contract to be able to pause services for even a 1 month period. I tried to cancel the service during the "welcome" call, which was only 24 hrs after my initial call and BEFORE any services were provided, and while they agreed to cancel the contract after 30 days, they have refused to issue a refund. I asked that my refund request be escalated, and they again refused a refund, even though I did not receive ANY SERVICES WHATSOEVER. Their practices are both deceptive and coercive and I would like a refund.Business Response
Date: 02/24/2023
Varsity is in receipt of the Complaint (as defined above) filed by Ms. **** on February 16, 2023 (and of
which Varsity was made aware on February 17, 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
********* * ********
Page 2
(the “TOCAU”) to reinforce the process. In fact, the potential customers/students must review and sign
the TOCAU and acknowledge the policies before they ever engage in the services of a tutor through
Varsity’s platform. Varsity’s website is also critical in setting these expectations and explaining the
process and how it works, in addition to setting forth the terms of any guarantees, located at
***********************************************
Regarding Ms. **** specifically and according to Varsity’s records, Ms. **** first contacted Varsity
earlier this month and 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 six (6) months, and would
include eight (8) hours each month for use with one-on-one tutoring through the platform. Ms. ****
executed the TOCAU on February 14, 2023. Later that day, Ms. **** indicated to Varsity that she did not
wish to continue with the Learning Membership, and she preferred to cancel it and receive a refund for
the month which had already been paid. At the time the Complaint was received, Varsity was already
processing Ms. ****’s request for a cancellation, as it was made within the 30-day window 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 additional
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
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