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:02/16/2023
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 purchased 50 hours of tutor time for my daughters at a price of $2,500. I had three different tutors leave the program during the year I was supposed to use the hours. I reached out numerous times to get a new tutor and Varsity Tutors kept advising that they would find me a new tutor. They never did and eventually took my hours away and said that the hours expired.
Business Response
Date: 02/23/2023
Please see attached response. Thank you!
Varsity is in receipt of the Complaint (as defined above) filed by Mr. ******* on February 16, 2023. This
letter shall serve as Varsity’s response to the matters raised in the Complaint; however, please note that the
parties have 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
(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
Complaint # ********
Page 2
process and how it works, in addition to setting forth the terms of any guarantees, located at
***********************************************
Regarding Mr. ******* specifically and according to Varsity’s records, Mr. ******* first contacted Varsity
in November 2020 in order to be matched with an online tutor. On November 18, 2020, Mr. *******
purchased a package of hours for use on Varsity’s platform, and executed the TOCAU on November 20,
2020. Between November 30, 2020 and July 30, 2022, 18 sessions were invoiced to Mr. *******’s
account by his tutor. Also during that time, Varsity worked with Mr. ******* to extend the expiration date
of his hours on two (2) occasions so that he may continue to receive services through the platform, and
the hours expired in May 2022 (long after the initial expiration date that would have occurred in
November 2021, per the terms set forth in the TOCAU). Prior to the receipt of the Complaint, Mr.
******* had made multiple requests for a refund of the hours that had expired in May 2022, and the
requests were denied as they fell well outside of the time-period set forth in the TOCAU. Nonetheless,
Varsity contacted Mr. ******* upon receipt of the Complaint and 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.Initial Complaint
Date:02/15/2023
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 was persuaded by an ****** aggressive Varsity Tutors sales rep to purchase a big package of 36 hours on 11/04/2021 for $2592. She convinced me this was the right package for college age children. Then on 11/08/2022, my daughter reached out to me and said she tried to get some tutoring but the hours are gone. She also complained that sometimes, the tutor did not even show up for the session. So I called Varsity Tutors and they informed me the hours expired on 11/05/2022. Their website does not display when the hours expire. Apparently you have to search for the original email with the purchase contract. I had to search my email box from last year to locate it. They are not transparent with their expiration date or do their due diligence to reach out to the customer to warn or remind them. I called multiple times to claim those hours back and wanted to speak with a manager. Kept getting the run around and no one ever called me back. I sent a complaint email and no answer or reply back. Then on 11/11/22, I got an email Varsity Tutors finally reinstated the 28 hours back on the account. I called them again and stated even with the 90 day extension, there is no way we'll be able to use the hours by 02/09/23. We have ***** hours remaining by this time. ** daughter had a tutoring session on 02/10/23 but had to cancel because the hours expired. The customer rep said she will have someone call me back. We've paid thousands of dollars for these hours and bought too many hours because of the Varsity Tutors sales rep. ** children could really use these remaining hours till the end of their college semester. Varsity Tutors created a poor business practice that encourages customers to pay thousands of dollars in hopes that they will forget about the service they requested. We are not a rich family. But we do our best to provide resources to our children when they struggle. Varsity Tutor sales rep took advantage of a family in a stressful situation.Business Response
Date: 02/20/2023
Please see attached response. Thank you!
Varsity is in receipt of the Complaint (as defined above) filed by ************** on February 15, 2023 (and of
which Varsity was made aware on February 16, 2023). This letter shall serve as Varsitys response to the
matters raised in the Complaint; however, please note that the parties have already reached an amicable
resolution that fully resolves any and all issues in the Complaint.
By way of background, Varsity is a live learning platform that, among other things, seamlessly connects
experts and learners in any subject, anywhere, at any time. This includes connecting students with
tutoring, academic enrichment, and test-preparation needs with vetted, independently contracted tutors
and test instructors who provide those services directly to students (not Varsity) online, on dates and at
times agreed upon between them. Varsitys platform also offers customers/students several different
choices for how to engage with tutors, instructors, experts, and professionals including one-on-one
(between one tutor and student), small group tutoring (between one tutor or instructor and a small group
of selected students), group courses (with one tutor or instructor leading a session with a large number of
participants), or combinations of the above. Customers/students of the platform can also get immediate,
live, one-on-one tutoring or instruction in more than *************** as little as 15 seconds by connecting
with a tutor through the Instant Tutoring feature on Varsitys platform. In 2022, Varsity began offering
Learning Memberships, which is a comprehensive solution that provides multimodal learning services to
help customers achieve their learning goals. As independent contractors, the tutors, instructors, and
experts who offer their services through the platform (in any capacity) have their own materials, styles,
and methods as indicated on every page of Varsitys website (www.varsitytutors.com).
In addition to the above, Varsity has expanded its offerings through its platform to include Professional
Certifications. The Professional Certifications offering connects customers/students with tutors and/or
instructors to assist in various professional certification tests (such as NCLEX or SHRM-SCP, among
others), in a one-on-one format or group format. As independent contractors, the tutors, instructors, and
experts who offer their services through the platform (in any capacity) have their own materials, styles,
and methods as indicated on every page of Varsitys website.
Varsity highlights its policies on the website and attempts to set realistic expectations with the potential
customers/students who seek to be matched with a contracted tutor, instructor, or expert through Varsitys
online platform. Varsity is transparent about its services and uses its Terms of Customer Accounts Use
(the TOCAU) to reinforce the process. In fact, the potential customers/students must review and sign
the TOCAU and acknowledge the policies before they ever engage in the services of a tutor through
Complaint # ********
Page 2
Varsitys platform. Varsitys website is also critical in setting these expectations and explaining the
process and how it works, in addition to setting forth the terms of any guarantees, located at
***************************************************.
Regarding ************** specifically and according to Varsitys records, ************** first contacted Varsity in
November 2020 in order to be matched with an online tutor. ************** made two (2) separate purchases
through Varsitys platform (November 2, 2020, and November 4, 2021, respectively), and executed two
(2) TOCAUs during that time as well. Subsequent to the November 2021 purchase, Ms. ****** children
received tutoring support from two tutors (according to the invoices submitted to Ms. ****** account),
although there were no sessions invoiced to the account after December 1, 2021. As set forth in the
TOCAU, purchased hours may be redeemed up to one year from the date of purchase; accordingly, the
14.5 hours that remained on Ms. ****** account as of November 4, 2022, expired.1 Between the
expiration of hours in November 2022 and the Complaint filing in February 2023, and thereafter, Varsity
has had ongoing communications with ************** regarding the expiration of hours, and has offered
various resolutions so that her children may continue to receive tutoring services through the platform, to
which ************** has agreed (and thus, Varsity has provided a satisfactory resolution).
Please consider this Varsitys response to the Complaint (which, at this time, Varsity considers to have
been resolved). Varsity is proud to be an affiliate of the BBB and values the relationship. If you have any
questions or comments, or would like to further discuss, please do not hesitate to contact me.Customer Answer
Date: 02/21/2023
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:02/14/2023
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 business is a scam and completely unethical! I called Varsity Tutors to inquire about a reading tutor for my 7 year old daughter. I was pressured into purchasing a 6 month membership with a down payment of $299 and a promise that I could cancel at any time. I was talked into providing my credit card over the phone without any further disclosures. That same evening, after reading reviews, I called back to cancel. Initially I was told I had to wait until the next day to talk to a sales consultant. However, I persisted and was able to talk to a rep and cancel my membership within 1 hour of making that initial down payment. I then received email confirmation of the cancelled membership. However, I noticed that there was no credit to my credit card for that $299 I had paid. I made several attempts to call and request a refund, only to be told they would review my request and send me an email. When I finally got the email response, I was told I was not eligible for a refund. I called custom service and asked for a manager, only to be told there was no manager - just a “department” with a comment that this was probably done on purpose. So in summary, I basically cancelled within one hour of initiating a membership that I have not used nor do I intend to use - and I am refused a refund with no recourse of talking to any human being responsible for such decision. I am beyond angry!Business Response
Date: 02/20/2023
Dear Sir or Madam:
Varsity is in receipt of the Complaint (as defined above) filed by Ms. *** on February 14, 2023 (and of
which Varsity was made aware on February 15, 2023). This letter shall serve as Varsity’s response to the
matters raised in the Complaint; however, please note that the parties have already reached an amicable
resolution that fully resolves any and all issues in the Complaint.
By way of background, Varsity is a live learning platform that, among other things, seamlessly connects
experts and learners in any subject, anywhere, at any time. This includes connecting students with
tutoring, academic enrichment, and test-preparation needs with vetted, independently contracted tutors
and test instructors who provide those services directly to students (not Varsity) online, on dates and at
times agreed upon between them. Varsity’s platform also offers customers/students several different
choices for how to engage with tutors, instructors, experts, and professionals including one-on-one
(between one tutor and student), small group tutoring (between one tutor or instructor and a small group
of selected students), group courses (with one tutor or instructor leading a session with a large number of
participants), or combinations of the above. Customers/students of the platform can also get immediate,
live, one-on-one tutoring or instruction in more than 100 subjects in as little as 15 seconds by connecting
with a tutor through the Instant Tutoring feature on Varsity’s platform. In 2022, Varsity began offering
Learning Memberships, which is a comprehensive solution that provides multimodal learning services to
help customers achieve their learning goals. As independent contractors, the tutors, instructors, and
experts who offer their services through the platform (in any capacity) have their own materials, styles,
and methods as indicated on every page of Varsity’s website (*********************).
In additionto 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 throughto 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 throughVarsity’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 9, 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 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. Ms. *** executed the TOCAU on February 9, 2023. On February 10, 2023,
Ms. *** indicated to Varsity that she was no longer interested in the Learning Membership and 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. 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.Initial Complaint
Date:02/13/2023
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.
Hi there,So I was looking for a tutor in the field of bioinformatics which is at Masters/PhD level on 11th January. And I was looking for a tutoring service. I checked on ****** and decided to give varsity a call. The lady on the phone made everything seem positive and was affirming everything I was saying including that I would find suitable tutors bearing in mind that my expertise level that I needed was quite high. So I didn't sign any contracts or anything. I didn't have a single ****** with any single tutor. The lady on the phone also said that they had a 30 day refund policy.Withing one week of the registration, I decided I didn't need this anymore because the tutor levels wasn't up to scratch. Several times I called a person named ****** who says he works in accounts. I called him again and again and he kept saying that he would get back to me and speak to his manager named *************They are taking advantage of the needs if desperate students and seem like a scam company. Also I would like to day I was looking into another tutoring service with another company at the same time by the name of SUPERPROF. I spoke with the manager there and after checking my communication with the relevant tutors and seeing that they hadn't been of help to me, they decided to offer me refund. I called for a refund exactly one week after my registration (which I actually didn't even sign anything). And they kept on delaying for several week till now. I requested refund on 18th January and till now didn't receive anything. And now they are saying that I'm not liable for refund, not even providing explanation. Sometimes they tell me that they have 30 days refund policy, sometimes they say they don't. Their tutors including Tutor Shajrat even didn't claim her hours which she said she told varsity that I didn't have a single ****** with her.This is the worst company I dealt with in my life and are scams preying on desperate students. I will also be writing many more reviewBusiness Response
Date: 02/17/2023
Please see attached response. Thank you.
101 ******************************, Suite 300 | ****************************** | www.varsitytutors.com
February 17, 2023
Better Business Bureau
200 ***********, Ste. 2060
*********, ** 63105
Re: Complaint #******** (the Complaint) *************** (**********)
Varsity Tutors LLCs (Varsity) Response to the Complaint
Dear Sir or Madam:
Varsity is in receipt of the Complaint (as defined above) filed by ********** on February 13, 2023 (and of
which Varsity was made aware on February 14, 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
January in order to be matched with an online tutor. On January 11, 2023, ********** 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. **** 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. ********** executed the ***** on January 15, 2023. During the Learning
Membership, one (1) session was invoiced to Mr. **** account by his tutor. Thereafter, ********** indicated
to Varsity that he did not wish to continue with the Learning Membership for the remainder of the term,
and he preferred to cancel it and receive a refund for the month which had already been paid. While the
request for cancellation of the Learning Membership was granted because it was made within the 30-day
window, the request for refund was initially denied pursuant to the terms set forth in the *****. Varsity
contacted ********** upon its receipt of the Complaint and ultimately chose to provide a resolution that was
satisfactory to ***********
Please consider this Varsitys response to the Complaint (which, at this time, Varsity considers to have
been resolved). Varsity is proud to be an affiliate of the BBB and values the relationship. If you have any
questions or comments, or would like to further discuss, please do not hesitate to contact me.Customer Answer
Date: 02/17/2023
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:02/11/2023
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 $349 on 2/3 to Varsity Tutors to tutor my son. I scheduled his first session on 2/5 prior to his exam. The morning of the session, his tutor canceled. We rescheduled and the tutor canceled again. Not happy with the service, so I called and canceled. I was told on 2/6 that they would cancel and refund me in ***** hours. I have called twice and was told the same. I still have not received my refund.Business Response
Date: 02/15/2023
101 ******************************, Suite 300 | ****************************** | www.varsitytutors.com
February 15, 2023
Better Business Bureau
200 ***********, Ste. 2060
*********, ** 63105
Re: Complaint #******** (the Complaint) ********************* (******************)
Varsity Tutors LLCs (Varsity) Response to the Complaint
Dear Sir or Madam:
Varsity is in receipt of the Complaint (as defined above) filed by ****************** on February 11, 2023 (and of
which Varsity was made aware on February 12, 2023). This letter shall serve as Varsitys response to the
matters raised in the Complaint; however, please note that Varsity was already in the process of
effectuating the desired resolution before its receipt of the Complaint (but Varsity remains further willing
to address any outstanding issues with ******************.
By way of background, Varsity is a live learning platform that, among other things, seamlessly connects
experts and learners in any subject, anywhere, at any time. This includes connecting students with
tutoring, academic enrichment, and test-preparation needs with vetted, independently contracted tutors
and test instructors who provide those services directly to students (not Varsity) online, on dates and at
times agreed upon between them. Varsitys platform also offers customers/students several different
choices for how to engage with tutors, instructors, experts, and professionals including one-on-one
(between one tutor and student), small group tutoring (between one tutor or instructor and a small group
of selected students), group courses (with one tutor or instructor leading a session with a large number of
participants), or combinations of the above. Customers/students of the platform can also get immediate,
live, one-on-one tutoring or instruction in more than *************** as little as 15 seconds by connecting
with a tutor through the Instant Tutoring feature on Varsitys platform. In 2022, Varsity began offering
Learning Memberships, which is a comprehensive solution that provides multimodal learning services to
help customers achieve their learning goals. As independent contractors, the tutors, instructors, and
experts who offer their services through the platform (in any capacity) have their own materials, styles,
and methods as indicated on every page of Varsitys website (www.varsitytutors.com).
In addition to the above, Varsity has expanded its offerings through its platform to include Professional
Certifications. The Professional Certifications offering connects customers/students with tutors and/or
instructors to assist in various professional certification tests (such as NCLEX or SHRM-SCP, among
others), in a one-on-one format or group format. As independent contractors, the tutors, instructors, and
experts who offer their services through the platform (in any capacity) have their own materials, styles,
and methods as indicated on every page of Varsitys website.
Varsity highlights its policies on the website and attempts to set realistic expectations with the potential
customers/students who seek to be matched with a contracted tutor, instructor, or expert through Varsitys
online platform. Varsity is transparent about its services and uses its Terms of Customer Accounts Use
(the *****) to reinforce the process. In fact, the potential customers/students must review and sign
Complaint # ********
Page 2
the ***** and acknowledge the policies before they ever engage in the services of a tutor through
Varsitys platform. Varsitys website is also critical in setting these expectations and explaining the
process and how it works, in addition to setting forth the terms of any guarantees, located at
***************************************************.
Regarding ****************** specifically and according to Varsitys records, ****************** contacted Varsity in
order to be matched with an online tutor and on February 3, 2023, ****************** purchased a Learning
Membership for use on Varsitys platform. A Learning Membership entitles customers to a set number of
live one-on-one tutoring hours per month on a recurring monthly basis, in addition to enrollment in
certain live classes through the Varsity platform, among other benefits. Ms. ******** 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. ****************** executed the ***** on February 3, 2023. On
February 6, 2023, ****************** indicated to Varsity that she did not wish to continue with the Learning
Membership for the remainder of the term (despite not having attended a session) and requested to receive
a refund for the month which had already been paid. At the time the Complaint was received, Varsity was
already processing Ms. ******** request for a cancellation and refund, as both were made within the
30-day window set forth in the *****. A copy of the refund confirmation is attached herein, and Ms.
******* may need to allow additional time for the refund to be processed (and should follow up with her
financial institution directly in that regard).
Please consider this Varsitys response to the Complaint (which, at this time, Varsity considers to have
been resolved). Varsity is proud to be an affiliate of the BBB and values the relationship. If you have any
questions or comments, or would like to further discuss, please do not hesitate to contact me.
Regards,
***********************
Senior Corporate Paralegal
p: ************** | f: **************
e: ********************************
2/15/23, 3:45?PM Transaction 0n7m5shr - Braintree Gateway
Transaction 0n7m5shr
Merchant Information
Merchant Varsity Tutors LLC
Transaction Information
Type Credit
Refund yes
Amount $349.00 USD
Transaction Date Feb 13 2023, 12:44 PM CST
Order ID ************************
Approval Code 057280
Status Settled
Refunded Transaction 57c65mfj
Payment Information
Payment Type Credit Card
Transaction ********************************* Type Visa
Cardholder Name
Credit Card Number ************3195
Customer Information
Name *************************
Email *********************
Billing Address 33330
***************************************************************************************** 1/1Customer Answer
Date: 02/15/2023
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:02/11/2023
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.
Back in November my 12 yr old son started taking Mandarin classes but her tutor was a college student looking for a Job so she didn't care about providing classes to my son anymore. A new tutor was found but after trying him out we decided to shop around and decided to cancel membership. When asking for membership cancellation it was mentioned that I can't cancel membership until after ************************************************************************************************************************************ after the 30 days before the cancellation time margin. Now they sent me a contract with my name and IP address, which was used when I provided my financial information. See link --> *************************************************************** Now they're threatening me to go to collections if I don't honor the 24 months shady contract mentioned. I had to lock my credit card and reduced the amount charged per month to keep on piling in case I'm forced to pay to avoid going to collection for a service I don't want to keep on having.Business Response
Date: 02/15/2023
101 ******************************, Suite 300 | ****************************** | www.varsitytutors.com
February 15, 2023
Better Business Bureau
200 ***********, Ste. 2060
*********, ** 63105
Re: Complaint #******** (the Complaint) *********************** (****************)
Varsity Tutors LLCs (Varsity) Response to the Complaint
Dear Sir or Madam:
Varsity is in receipt of the Complaint (as defined above) filed by **************** on February 11, 2023 (and of
which Varsity was made aware on February 12, 2023). This letter shall serve as Varsitys response to the
matters raised in the Complaint; however, please note that the parties have already reached an amicable
resolution that fully resolves any and all issues in the Complaint.
By way of background, Varsity is a live learning platform that, among other things, seamlessly connects
experts and learners in any subject, anywhere, at any time. This includes connecting students with
tutoring, academic enrichment, and test-preparation needs with vetted, independently contracted tutors
and test instructors who provide those services directly to students (not Varsity) online, on dates and at
times agreed upon between them. Varsitys platform also offers customers/students several different
choices for how to engage with tutors, instructors, experts, and professionals including one-on-one
(between one tutor and student), small group tutoring (between one tutor or instructor and a small group
of selected students), group courses (with one tutor or instructor leading a session with a large number of
participants), or combinations of the above. Customers/students of the platform can also get immediate,
live, one-on-one tutoring or instruction in more than *************** as little as 15 seconds by connecting
with a tutor through the Instant Tutoring feature on Varsitys platform. In 2022, Varsity began offering
Learning Memberships, which is a comprehensive solution that provides multimodal learning services to
help customers achieve their learning goals. As independent contractors, the tutors, instructors, and
experts who offer their services through the platform (in any capacity) have their own materials, styles,
and methods as indicated on every page of Varsitys website (www.varsitytutors.com).
In addition to the above, Varsity has expanded its offerings through its platform to include Professional
Certifications. The Professional Certifications offering connects customers/students with tutors and/or
instructors to assist in various professional certification tests (such as NCLEX or SHRM-SCP, among
others), in a one-on-one format or group format. As independent contractors, the tutors, instructors, and
experts who offer their services through the platform (in any capacity) have their own materials, styles,
and methods as indicated on every page of Varsitys website.
Varsity highlights its policies on the website and attempts to set realistic expectations with the potential
customers/students who seek to be matched with a contracted tutor, instructor, or expert through Varsitys
online platform. Varsity is transparent about its services and uses its Terms of Customer Accounts Use
(the *****) to reinforce the process. In fact, the potential customers/students must review and sign
the ***** and acknowledge the policies before they ever engage in the services of a tutor through
Complaint #********
Page 2
Varsitys platform. Varsitys website is also critical in setting these expectations and explaining the
process and how it works, in addition to setting forth the terms of any guarantees, located at
***************************************************.
Regarding **************** specifically and according to Varsitys records, **************** first contacted Varsity in
November 2022 in order to be matched with an online tutor. On November 8, 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. **************** 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 ***** on November 8, 2022. During
the first four (4) months of the Learning Membership, 11 sessions were invoiced to **************** account
by his tutors. On February 3, 2023, **************** indicated to Varsity that he did not wish to continue with
the Learning Membership for the remainder of the term. The request 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 me.
Regards,
***********************
Senior Corporate Paralegal
p: ************** | f: **************
e: ********************************Customer Answer
Date: 02/15/2023
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:02/09/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
2/8/2022 and 3/8/2022 for $1,475 each, total $2950 for 50 hours Business committed to provide me with qualified tutors and if I was not satisfied, they would either credit hours back and/or find a replacement tutor.Throughout the months, we tried several tutors and most of them were not helpful and in certain cases, a complete waste of time. For example, some of the tutors (after I watched a recorded replay) provided my kids with the wrong answer! Other cases, tutors admitted its the first time they've tutored at Varsity Tutors and didn't know how to use the platform (even though I requested someone experienced who should come prepared with an agenda). Other times, an English tutor literally sat there reading passages (for the first time) and hence a whole 1 hour session was used to cover 2 passages. Or I requested on multiple occasions for an experienced SAT English tutor and had my daughter work with the tutor for several weeks. The result was her English SAT score went down! I have tried patiently trying to make this work. It has been a complete disaster, a waste of time, and complete waste of money. I think their sales team and entire process is fraudulent. There is evidently no qualification of tutors on this platform. I even asked for the remainder of my money back only (not since the beginning), they refused. It is evident they are dishonest and this business should not exist.Varsity Tutors has refused to reimburse me stating I have exceeded the timeline to seek reimbursement based on the contract. However i have been trying several months to make this work and after many false promises ("oh that should never happen! oh that is not my experience and this is the first time I have heard of this!), they will not refund me the balance. I feel i have been completely cheated/scammed and its a complete shame that they are taking advantage of people under the guise of education.Then despite them saying they would extend my hours for 6 months, they expired them all.Customer Answer
Date: 02/13/2023
The company called and resolved my issues.Initial Complaint
Date:02/09/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On February 9th, I sought short-term tutoring services offered by Varsity Tutors, for my two children. During the initial sales call I verbally confirmed there was no contract commitment, obtained verbal acknowledgment from the sales representative confirming I would be billed "month-to-month" with no additional cancellation fees should I wish to cancel at any point. Additionally, I was intentionally not informed of specific billing ******************* Upon e-signing the only contract document provided to me, the aforementioned terms were not explicitly stated in the contract document. I contacted two Varsity Tutor representatives to seek clarification regarding billing terms and was informed the sales representative fraudulently signed me up for a 12-month contract. Upon being informed of the 12-month contract, I immediately placed a request for cancellation but was denied a request to cancel any tutoring services effective 30-days from start of service in February (w/cancellation effective March, 9th, 2023). As of 2/9/23, my request to cancel services has gone unanswered. The contract documentation I have signed/acknowledged explicitly states open-ended contract duration times and does not align with what I have been informed on by the sales representatives. I was also not provided with a copy of any purchase agreement/documentation as explicitly expressed in the contract document. I simply wish to cancel within a 30-day notice period as dictated by the service contract and Varsity Tutors is in breach of contract for not providing me with a copy of any purchase agreement or honoring my cancellation within the specified terms and conditions.Business Response
Date: 02/15/2023
101 ******************************, Suite 300 | ****************************** | www.varsitytutors.com
February 15, 2023
Better Business Bureau
200 ***********, Ste. 2060
*********, ** 63105
Re: Complaint #******** the Complaint) ***************************** (******************)
Varsity Tutors LLCs (Varsity) Response to the Complaint
Dear Sir or Madam:
Varsity is in receipt of the Complaint (as defined above) filed by ****************** on February 9, 2023 (and of
which Varsity was made aware on February 10, 2023). This letter shall serve as Varsitys response to the
matters raised in the Complaint; however, please note that although Varsity has not been able to make
direct contact with ******************, Varsity has already provided what it believes to be an amicable
resolution and remains further willing to address any outstanding issues with *******************
By way of background, Varsity is a live learning platform that, among other things, seamlessly connects
experts and learners in any subject, anywhere, at any time. This includes connecting students with
tutoring, academic enrichment, and test-preparation needs with vetted, independently contracted tutors
and test instructors who provide those services directly to students (not Varsity) online, on dates and at
times agreed upon between them. Varsitys platform also offers customers/students several different
choices for how to engage with tutors, instructors, experts, and professionals including one-on-one
(between one tutor and student), small group tutoring (between one tutor or instructor and a small group
of selected students), group courses (with one tutor or instructor leading a session with a large number of
participants), or combinations of the above. Customers/students of the platform can also get immediate,
live, one-on-one tutoring or instruction in more than *************** as little as 15 seconds by connecting
with a tutor through the Instant Tutoring feature on Varsitys platform. In 2022, Varsity began offering
Learning Memberships, which is a comprehensive solution that provides multimodal learning services to
help customers achieve their learning goals. As independent contractors, the tutors, instructors, and
experts who offer their services through the platform (in any capacity) have their own materials, styles,
and methods as indicated on every page of Varsitys website (www.varsitytutors.com).
In addition to the above, Varsity has expanded its offerings through its platform to include Professional
Certifications. The Professional Certifications offering connects customers/students with tutors and/or
instructors to assist in various professional certification tests (such as NCLEX or SHRM-SCP, among
others), in a one-on-one format or group format. As independent contractors, the tutors, instructors, and
experts who offer their services through the platform (in any capacity) have their own materials, styles,
and methods as indicated on every page of Varsitys website.
Varsity highlights its policies on the website and attempts to set realistic expectations with the potential
customers/students who seek to be matched with a contracted tutor, instructor, or expert through Varsitys
online platform. Varsity is transparent about its services and uses its Terms of Customer Accounts Use
(the *****) to reinforce the process. In fact, the potential customers/students must review and sign
Complaint # ********
Page 2
the ***** and acknowledge the policies before they ever engage in the services of a tutor through
Varsitys platform. Varsitys website is also critical in setting these expectations and explaining the
process and how it works, in addition to setting forth the terms of any guarantees, located at
***************************************************.
Regarding ****************** specifically and according to Varsitys records, ****************** first contacted
Varsity in February in order to be matched with an online tutor. On February 9, 2023, ******************
purchased a Learning Membership for use on Varsitys platform. A Learning Membership entitles
customers to a set number of live one-on-one tutoring hours per month on a recurring monthly basis, in
addition to enrollment in certain live classes through the Varsity platform, among other benefits. Ms.
******** Learning Membership was for a period of 12 months, and would include four (4) hours each
month for use with one-on-one tutoring through the platform. ****************** executed the ***** on
February 9, 2023; however, on that same day, ****************** indicated to Varsity that she preferred to
cancel the Learning Membership and receive a refund for the month which had already been paid.
Although Varsity has not yet had the chance to speak with ****************** directly, Varsity has already
provided what it believes to be an amicable resolution (which was communicated to ****************** via
email) and remains further willing to address any outstanding issues with *******************
Please consider this Varsitys response to the Complaint (which, at this time, Varsity considers to have
been resolved). Varsity is proud to be an affiliate of the BBB and values the relationship. If you have any
questions or comments, or would like to further discuss, please do not hesitate to contact me.
Regards,
***********************
Senior Corporate Paralegal
p: ************** | f: **************
e: ********************************Customer Answer
Date: 02/15/2023
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:02/08/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 7/4/22 I began ******** Services with Varsity Tutor and only agreed to work with them because of their Pass/Fail Guarantee. September 2022, I received my scored from the ******* Bar where I received I had failed the exam. I contacted Varsity Tutor to know my options about a refund and continuing tutoring. I decided that I did not want to continue with the services and wanted a refund. I did not hear back from the company and now they are telling me I am not eligible for a refund.Business Response
Date: 02/15/2023
101 ******************************, Suite 300 | ****************************** | www.varsitytutors.com
February 15, 2023
Better Business Bureau
200 ***********, Ste. 2060
*********, ** 63105
Re: Complaint #******** (the Complaint) *********************** (**************)
Varsity Tutors LLCs (Varsity) Response to the Complaint
Dear Sir or Madam:
Varsity is in receipt of the Complaint (as defined above) filed by ************** on February 8, 2023 (and of
which Varsity was made aware on February 9, 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 July 2022 in order to be matched with an online tutor. On July 4, 2022, ************** purchased a
package of hours for use on Varsitys platform, and executed the ***** on July 4, 2022. Between July
7, 2022, and July 22, 2022, ten (10) sessions were invoiced to ************** account by her tutors. On
February 8, 2023, ************** contacted Varsity and requested a refund, citing the Pass Guarantee, which
was granted, and ************** chose to have her hours reinstated (an option outlined in the *****).1
Thereafter, Varsity attempted to contact ************** via phone and email in October and December 2022,
although ************** did not return those attempts at communication and Varsity had no contact with Ms.
***** until February 2023. At that time, ************** requested that the hours which she had previously
requested be credited to her account pursuant to the Pass Guarantee instead be refunded. Although this
request was initially denied, 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 me.
Regards,
***********************
Senior Corporate Paralegal
p: ************** | f: **************
e: ********************************
1 Varsitys Pass Guarantee is outlined on its website, at ***************************************************, and is also set forth in the *****
(which ************** executed at the time of his purchase, thereby indicating her understanding of the PassGuarantee as well as the additional terms
set forth therein).Customer Answer
Date: 02/15/2023
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:02/07/2023
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 requested a month to month subscription for varity tutor for my autistic son to assist with his English language academic challenges. I had to have surgery and have been out of work since September and can no longer afford the tutoring services for my son I requested a termination of the services to which I am told I signed an annual contract that I did not request. The person assisting me said I signed the contract and I explained that I signed and did not read it bkz I was explicit in my exchange with the person signing me up that I did not want an annual contract bkz my son is autistic and I was not sure if he would be able to manage the program so I didn't want a long term commitment. Then I was emailed the contract for services to sign. I requested a review of the initial conversation I had with the person so they can see that I was sent the incorrect document to sign. It is extremely disgusting of this agency to attempt to take advantage of my family by forcing me into a contract I did not request. I have seen reviews online from other families talking about this same experience with this company. They need to be stopped it is unfair and unethical practices and I don't know why this is happening but something needs to be done about this agency. Forcing families into annual contracts for their own financial gains is disgusting and I'm sure it is illegal.Business Response
Date: 02/09/2023
*** ** ****** ***** ***** *** * *** ****** ** ***** * *********************
******** ** ****
****** ******** ******
*** ** ********* **** ****
*** ****** ** *****
*** ********* ********* **** ************ * ****** ***** ***** *******
******* ****** ***** *********** ******** ** *** *********
Dear Sir or Madam:
Varsity is in receipt of the Complaint (as defined above) filed by Ms. ***** on February 7, 2023 (and of
which Varsity was made aware on February 8, 2023). This letter shall serve as Varsity’s response to the
matters raised in the Complaint; however, please note that the parties have already reached an amicable
resolution that fully resolves any and all issues in the Complaint.
By way of background, Varsity is a live learning platform that, among other things, seamlessly connects
experts and learners in any subject, anywhere, at any time. This includes connecting students with
tutoring, academic enrichment, and test-preparation needs with vetted, independently contracted tutors
and test instructors who provide those services directly to students (not Varsity) online, on dates and at
times agreed upon between them. Varsity’s platform also offers customers/students several different
choices for how to engage with tutors, instructors, experts, and professionals including one-on-one
(between one tutor and student), small group tutoring (between one tutor or instructor and a small group
of selected students), group courses (with one tutor or instructor leading a session with a large number of
participants), or combinations of the above. Customers/students of the platform can also get immediate,
live, one-on-one tutoring or instruction in more than 100 subjects in as little as 15 seconds by connecting
with a tutor through the Instant Tutoring feature on Varsity’s platform. In 2022, Varsity began offering
Learning Memberships, which is a comprehensive solution that provides multimodal learning services to
help customers achieve their learning goals. As independent contractors, the tutors, instructors, and
experts who offer their services through the platform (in any capacity) have their own materials, styles,
and methods as indicated on every page of Varsity’s website ************************
In addition to the above, Varsity has expanded its offerings through its platform to include Professional
Certifications. The Professional Certifications offering connects customers/students with tutors and/or
instructors to assist in various professional certification tests (such as NCLEX or SHRM-SCP, among
others), in a one-on-one format or group format. As independent contractors, the tutors, instructors, and
experts who offer their services through the platform (in any capacity) have their own materials, styles,
and methods as indicated on every page of Varsity’s website.
Varsity highlights its policies on the website and attempts to set realistic expectations with the potential
customers/students who seek to be matched with a contracted tutor, instructor, or expert through Varsity’s
online platform. Varsity is transparent about its services and uses its Terms of Customer Accounts Use
(the “TOCAU”) to reinforce the process. In fact, the potential customers/students must review and sign
the TOCAU and acknowledge the policies before they ever engage in the services of a tutor through
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 7, 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 11,
2022. During the first five (5) months of the Learning Membership, 15 sessions were invoiced to Ms.
*****’s account by her tutor. At various times during the course of the Learning Membership, Varsity was
in contact with Ms. ***** regarding her payments, and offered solutions to Ms. ***** in order to assist
her (which she accepted). On February 7, 2023, Ms. ***** indicated to Varsity that while she was happy
with the tutoring services she was receiving, she did not wish to continue with the Learning Membership
for the remainder of the term, and she preferred to cancel it. The request was initially denied, as it was
outside of the cancellation window outlined in the TOCAU. Around the same time of the Complaint,
Varsity contacted Ms. ***** 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,
****** *****
****** ********* *********
** ***** ******** * ** ***** ********
** ***************************Customer Answer
Date: 02/09/2023
Complaint: ********
I am rejecting this response because:
While I appreciate the business ultimately canceling the membership I want to be clear that I do not appreciate that they have used their response about my issue as a means of a publicity stunt to show off their business's. My experience was that there were deceptive business practices happening and I wanted to highlight that and have it resolved for my family. It is not appropriate to utilize the resolution to advertise this business, my family's experience will joy be exploited in this manner. One of the most hurtful part of this dilemma was a representative from their company being rude to me after sharing that I had acquired two masters degrees. She said you have two degrees yet you didn't read the contract which I found so belittling and rude. I explained that yes I didn't read it but I was explicit and clear in my verbal delivery of what I was seeking so I didn't expect a representative of this agency to attempt to take advantage of me. So I am appreciative of the cancelation but this scroll of an advertisement as a means of publicity is rejected wholeheartedly. I will not pander ro anyone especially when it pertains to my family being wronged.
Sincerely,
****** *****
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