Complaints

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

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  Varsity Tutors LLC

  8001 Forsyth Blvd Ste 1050 Clayton, MO 63105

  
• 

  Varsity Tutors LLC

  4525 Oak St Kansas City, MO 64111-1818

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/24/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have contacted this business 5-6 times this month about cancelling my membership due to being unemployed for over 3 months. The contract states that this is one of the conditions that allows for early cancellation of my membership. Each employee I have talked to has been purposefully negligent and/or has lied to me about my rights as a customer. I have attached the email I sent them on January 19, 2023 as well as my termination letter. They have yet to respond or answer my most recent phone calls. My attempts to cancel my membership started on January 12, 2023; 4 days before my monthly membership charge. The first person I talked to said it would be "no problem" to cancel for me; I got a rejection email a couple days later. The next person I talked to lied to me about how I had an outstanding balance that I needed to pay before she could look into it further. The last person who called me said that he would try to pause my membership because he heard that "I was about to be unemployed." I had told at least 5 employees over the phone, prior to this phone call, that I had been unemployed since October of 2022! This doesn't seem like it was lost in translation; it seems that Varsity Tutors was purposefully giving each other false information as to make it impossible for me to cancel my membership. Never have I experienced such an awful company. What they are doing is illegal.

  

  Business Response

  Date: 01/31/2023

  See attached response.

  Varsity is in receipt of the Complaint (as defined above) filed by Ms. ******** on January 24, 2023. This
  letter shall serve as Varsity’s response to the matters raised in the Complaint; however, please note that
  although Varsity’s attempts to make contact with Ms. ******** since its receipt of the Complaint have
  gone unanswered, Varsity has provided what it believes to be an amicable resolution and remains further
  willing to address any outstanding issues with Ms. ********.
  
  By way of background, Varsity is a live learning platform that, among other things, seamlessly connects
  experts and learners in any subject, anywhere, at any time. This includes connecting students with
  tutoring, academic enrichment, and test-preparation needs with vetted, independently contracted tutors
  and test instructors who provide those services directly to students (not Varsity) online, on dates and at
  times agreed upon between them. Varsity’s platform also offers customers/students several different
  choices for how to engage with tutors, instructors, experts, and professionals including one-on-one
  (between one tutor and student), small group tutoring (between one tutor or instructor and a small group
  of selected students), group courses (with one tutor or instructor leading a session with a large number of
  participants), or combinations of the above. Customers/students of the platform can also get immediate,
  live, one-on-one tutoring or instruction in more than 100 subjects in as little as 15 seconds by connecting
  with a tutor through the Instant Tutoring feature on Varsity’s platform. In 2022, Varsity began offering
  Learning Memberships, which is a comprehensive solution that provides multimodal learning services to
  help customers achieve their learning goals. As independent contractors, the tutors, instructors, and
  experts who offer their services through the platform (in any capacity) have their own materials, styles,
  and methods as indicated on every page of Varsity’s website (*********************).
  
  In addition to the above, Varsity has expanded its offerings through its platform to include Professional
  Certifications. The Professional Certifications offering connects customers/students with tutors and/or
  instructors to assist in various professional certification tests (such as NCLEX or SHRM-SCP, among
  others), in a one-on-one format or group format. As independent contractors, the tutors, instructors, and
  experts who offer their services through the platform (in any capacity) have their own materials, styles,
  and methods as indicated on every page of Varsity’s website.
  
  Varsity highlights its policies on the website and attempts to set realistic expectations with the potential
  customers/students who seek to be matched with a contracted tutor, instructor, or expert through Varsity’s
  online platform. Varsity is transparent about its services and uses its Terms of Customer Accounts Use
  (the “TOCAU”) to reinforce the process. In fact, the potential customers/students must review and sign
  Complaint # ********
  Page 2
  the TOCAU and acknowledge the policies before they ever engage in the services of a tutor through
  Varsity’s platform. Varsity’s website is also critical in setting these expectations and explaining the
  process and how it works, in addition to setting forth the terms of any guarantees, located at
  **********************************************.
  
  Regarding 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 16, 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 16, 2022. During the first four (4) months of the Learning Membership, 13 sessions were
  invoiced to Ms. ********’s account by her tutors. On January 12, 2023, Ms. ******** indicated to Varsity
  that she did not wish to continue with the Learning Membership for the remainder of the term, and she
  preferred to cancel it. The request was initially denied, as it was outside of the cancellation window
  outlined in the TOCAU. Upon receipt of the Complaint, Varsity contacted Ms. ******** informing her
  that her membership had been canceled. Although Varsity’s recent attempts to communicate with Ms.
  ******** via phone and email have gone unanswered, 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.

• Initial Complaint

  Date:01/24/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called and explained that I had a car accident and can't continue my studies for certification because it is too painful to sit in class and learn. I only had one session with a tutor and asked for my money back they refused to give my money back and also refused to let me use tutoring the next time this course is available. They told me the tutor is only available for this month. Can you please help me get my money back.the school I'm attending will not allow remote learning so I can't use the tutoring now Also my tutor took calls in the middle of my tutoring session that I paid for this was not helping me. But now I have pain and can't physically sit in class so please this experience wasn't good and now I don't need it please refund my money.

  

  Business Response

  Date: 07/19/2024

  We have resolved this complaint with the consumer.

• Initial Complaint

  Date:01/23/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Oh my day!! I am absoultely mortified. When I signed up in August of 2022 for my two kids i was excited. The kids loved their tutoring and they were great. My son began having sessions offered at school so I removed him for the package. Proir to signing up I specifically asked if the hours were not were not used will they roll over. The rep insured me that they did. Even after removing my son we had an additional four hours available for usage. I thought gee this is great my daughter can use the extra hours around testing time. Since the rep told me they would roll over I did not ask for a refund for my son. My mother passed away in October and we were traveling back and forth from California to Indiana in order to resolved everthing. Because thier rep told me hours would roll I was not worried and focused more on my family. It wasnt until today 1/23/2023 that I went to update my payment infor that I saw the " credit expired notices" . I was like what the heck and immediately called. The rep I spioke to bascially told me I was SOL because its in their guidelines. So basicelly their reps do a bait and switch to get you to sign up. The rep offered no help and was like basically I can help you cancel and you will klikely not get a refund. Total bs more than 500 bucks down the drain. I trusted you guys!! You are liars and scammers! Your supposed to help and be an assisant but Ill guve you an A for you business structure and ripping people off. People please find your own private tutor or a place were you pay as you go,

  

  Business Response

  Date: 01/30/2023

  *** ** ****** ***** ***** *** * *** ****** ** ***** * ********************* ******* *** **** ****** ******** ****** *** ** ********* **** **** *** ****** ** *****
  
  *** ********* ********* **** ************ * ******* ******** ***** **********
  ******* ****** ***** *********** ******** ** *** *********
  
  Dear Sir or Madam:
  
  Varsity is in receipt of the Complaint (as defined above) filed by Ms. ******** on January 23, 2023 (and
  of which Varsity was made aware on January 24, 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 August 2022 in order to be matched with an online tutor. On August 1, 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 8 (eight) hours each
  month for use with one-on-one tutoring through the platform. Ms. ******** executed the TOCAU on
  August 9, 2022. During the first 6 (six) months of the Learning Membership, 21 sessions were invoiced to
  Ms. ********’s account by her tutors. As set forth in the TOCAU, those 8 (eight) hours each month
  needed to be consumed within that month, otherwise they would expire.1 According to Varsity's records,
  there were times when Ms. ******** did not use all 8 (eight) hours within a given month, and as such,
  those hours expired in accordance with the TOCAU. On January 23, 2023, Ms. ******** indicated to
  Varsity that while she was happy with the tutoring services she was receiving, she did not wish to
  continue with the Learning Membership for the remainder of the term, and she preferred to cancel it. The
  request was initially denied, as it was outside of the cancellation window outlined in the TOCAU. Varsity
  contacted Ms. ******** upon its receipt of the Complaint and ultimately chose to provide a resolution
  that was satisfactory to 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 The TOCAU states: "Monthly Hours cannot be carried forward beyond the next Refresh Date (i.e. You must use
  the Monthly Hours prior to the next upcoming Refresh Date, or they will be automatically debited from Your
  account in conjunction with the new Monthly Hours being added)."

• Initial Complaint

  Date:01/23/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We signed up for a 30 days trial last Fall for our high school student. We asked for one tutor to help with homework. Three different tutors called trying to give him additional work and not help with his specific assignments. We did not actually use any sessions because it was not what we asked for. They have billed us for three months and will not cancel. Everything that we were told on the initial call was fraudulent. Calling customer service was a waste of time. **** ** said that he couldn’t cancel and couldn’t provide a contact to help us. He continually lied to us. Very shady company!!!

  

  Business Response

  Date: 01/26/2023

  *** ** ****** ***** ***** *** * *** ****** ** ***** * *********************
  
  ******* *** ****
  
  ****** ******** ******
  *** ** ********* **** ****
  *** ****** ** *****
  
  Re: Complaint #******** (the “Complaint”) – ******** **** ***** ******
  Varsity Tutors LLC’s (“Varsity”) Response to the Complaint
  
  Dear Sir or Madam:
  
  Varsity is in receipt of the Complaint (as defined above) filed by Ms. **** on January 23, 2023. This
  letter shall serve as Varsity’s response to the matters raised in the Complaint; however, please note that the
  parties have already reached an amicable resolution that fully resolves any and all issues in the
  Complaint.
  
  By way of background, Varsity is a live learning platform that, among other things, seamlessly connects
  experts and learners in any subject, anywhere, at any time. This includes connecting students with
  tutoring, academic enrichment, and test-preparation needs with vetted, independently contracted tutors
  and test instructors who provide those services directly to students (not Varsity) online, on dates and at
  times agreed upon between them. Varsity’s platform also offers customers/students several different
  choices for how to engage with tutors, instructors, experts, and professionals including one-on-one
  (between one tutor and student), small group tutoring (between one tutor or instructor and a small group
  of selected students), group courses (with one tutor or instructor leading a session with a large number of
  participants), or combinations of the above. Customers/students of the platform can also get immediate,
  live, one-on-one tutoring or instruction in more than 100 subjects in as little as 15 seconds by connecting
  with a tutor through the Instant Tutoring feature on Varsity’s platform. In 2022, Varsity began offering
  Learning Memberships, which is a comprehensive solution that provides multimodal learning services to
  help customers achieve their learning goals. As independent contractors, the tutors, instructors, and
  experts who offer their services through the platform (in any capacity) have their own materials, styles,
  and methods as indicated on every page of Varsity’s website ***********************.
  
  In addition to the above, Varsity has expanded its offerings through its platform to include Professional
  Certifications. The Professional Certifications offering connects customers/students with tutors and/or
  instructors to assist in various professional certification tests (such as NCLEX or SHRM-SCP, among
  others), in a one-on-one format or group format. As independent contractors, the tutors, instructors, and
  experts who offer their services through the platform (in any capacity) have their own materials, styles,
  and methods as indicated on every page of Varsity’s website.
  
  Varsity highlights its policies on the website and attempts to set realistic expectations with the potential
  customers/students who seek to be matched with a contracted tutor, instructor, or expert through Varsity’s
  online platform. Varsity is transparent about its services and uses its Terms of Customer Accounts Use
  (the “TOCAU”) to reinforce the process. In fact, the potential customers/students must review and sign
  the TOCAU and acknowledge the policies before they ever engage in the services of a tutor through
  Complaint # ********
  Page 2
  Varsity’s platform. Varsity’s website is also critical in setting these expectations and explaining the
  process and how it works, in addition to setting forth the terms of any guarantees, located at
  ***********************************************
  
  Regarding Ms. **** specifically and according to Varsity’s records, Ms. **** first contacted Varsity in
  October 2022 in order to be matched with an online tutor. On October 25, 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 8 (eight) hours each month for
  use with one-on-one tutoring through the platform. Ms. **** executed the TOCAU on October 26, 2022.
  On January 23,2023, Ms. **** 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, as the only invoices
  submitted to her account were for cancellations/“no-shows”), and she preferred to cancel it and receive a
  refund for the month(s) which had already been paid. The request was initially denied pursuant to the
  terms set forth in the TOCAU. Around the same time as the receipt 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: 02/01/2023

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

  This is ******** **** I’m responding to my complaint against Varsity Tours!  Varsity Tours is giving me a refund for 2 months that I did not sign up for. I only signed up for 1 month. I’m content with the resolution.  I’m happy that is was resolved in a timely manner!
  
  
  
  Sincerely,
  
  
  
  ******** ****

• Initial Complaint

  Date:01/23/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was misinformed about my tutoring credits. Varsity Tutors does not explain up front that credits expire. Inadequate tutoring preventing me from being able to use all of my hours. I tried multiple tutors. I had 13 hours remaining before they expired on November 28, 2022, and I was not given a notice or warning about them expiring. I am asking for reimbursement of my balance. I am a college student taking difficult classes, and I spent a large amount of money on this tutoring service. I'm hoping you can help!

  

  Business Response

  Date: 01/30/2023

  *** ** ****** ***** ***** *** * *** ****** ** ***** * *********************
  
  ******* *** ****
  
  ****** ******** ******
  *** ** ********* **** ****
  *** ****** ** *****
  
  Re: Complaint #******** **** ************ * *** ******** ***** **********
  Varsity Tutors LLC’s (“Varsity”) Response to the Complaint
  
  Dear Sir or Madam:
  
  Varsity is in receipt of the Complaint (as defined above) filed by Ms. ******** on January 23,
  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
  Complaint # ********
  Page 2
  Customer Accounts Use (the “TOCAU”) to reinforce the process. In fact, the potential
  customers/students must review and sign the TOCAU and acknowledge the policies before they ever
  engage in the services of a tutor through Varsity’s platform. Varsity’s website is also critical in setting
  these expectations and explaining the process and how it works, in addition to setting forth the terms
  of any guarantees, located at **********************************************.
  
  Regarding Ms. ******** specifically and according to Varsity’s records, Ms. ******** first
  contacted Varsity in November 2021 in order to be matched with an online tutor. On November 27,
  2021, Ms. ******** purchased a package of hours for use on Varsity’s platform, and executed the
  TOCAU on November 28, 2021. Between November 29, 2021 and October 4, 2022, two (2) sessions
  were invoiced to Ms. ********’s account by her tutors. To date, Varsity has no record of any
  communication from Ms. ******** regarding the issues set forth in the Complaint, and Varsity was
  unaware of Ms. ********’s concerns related thereto until its receipt of the Complaint. Upon receipt
  of the Complaint, Varsity contacted Ms. ******** via phone in an attempt to discuss her concerns,
  but the call was disconnected. Thereafter, Varsity contacted Ms. ******** via email and provided a
  link that she could have used to schedule a time to speak with Varsity’s representatives regarding the
  issues raised in the Complaint, although as of the date of this response no such call has been
  scheduled; nonetheless, Varsity has already provided what it believes to be an amicable resolution
  and remains further willing to address any outstanding issues with Ms. ********.
  
  Please consider this Varsity’s response to the Complaint (which, at this time, Varsity considers to
  have been resolved). Varsity is proud to be an affiliate of the BBB and values the relationship. If you
  have any questions or comments, or would like to further discuss, please do not hesitate to contact
  me.
  
  Regards,
  
  
  ****** *****
  ****** ********* *********
  ** ***** ******** * ** ***** ********
  ** ***************************

• Initial Complaint

  Date:01/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called Varsity Tutors and talked to a representative on November 17, 2021 and purchased 9 hours of tutoring. The representative assured and promised me that even though the hours were valid for 12-months that they would never really expire because I could call and extend them at anytime after the 12-months. I was worried I had to use the hours all within 12-months so this flexability persuaded me to purchase the sessions with Varsity Tutors. Fast forwarded to January 2023 where I contacted Varsity Tutors on their website's chat feature to ask for an extension for 2 remaining hours. The chat representative said they would have to look into it and get back to me. They did not get back to me all week so on Tuesday, January 17, 2023, I inquired on their online chat on the status. The representative said they would have to call me and scheduled a phone call for Wednesday, January 18, 2023. A representative called me on the phone and told me that I could no longer extend my hours, that I signed their agreement, and that all they could do was give me 10% off if I signed up for new sessions with them. I refused because the initial sales rep promised me that these hours would never expire. This rep told me she would have to escalate this request and get back to me within 24-48 hours via email. The time has since elapsed, and Varsity Tutor representatives have not contacted me via phone or email. Today, January 21, 2023, I asked on their online chat representative on the status and they said they are still looking into this matter but cannot give me a time or date they can get back to me. This is false advertising and unethical sales practices from their reps to make a sale by lying to potential customers that tutoring hours never expire and can be extended. Furthermore, they continue to string me along by not giving them a timeline on when their representatives will get back to me. I would appreciate someone to please get back to me on this matter.

  

  Business Response

  Date: 01/30/2023

  *** ** ****** ***** ***** *** * *** ****** ** ***** * *********************
  
  ******* *** ****
  
  ****** ******** ******
  *** ** ********* **** ****
  *** ****** ** *****
  
  Re: Complaint #******** **** ************ * ******* ***** ***** *******
  Varsity Tutors LLC’s (“Varsity”) Response to the Complaint
  
  Dear Sir or Madam:
  
  Varsity is in receipt of the Complaint (as defined above) filed by Mr. ***** on January 21, 2023 (and of
  which Varsity was made aware on January 22, 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. ***** first contacted Varsity in
  November 2021, in order to be matched with an online tutor. On November 17, 2021, Mr. *****
  purchased a package of nine (9) hours for use on Varsity’s platform, and executed the TOCAU at that
  time. Between November 27, 2021, and March 12, 2022, four (4) sessions were invoiced to Mr. *****’s
  account by various tutors. Since then, Varsity made multiple attempts to contact Mr. ***** regarding any
  additional tutoring needs, and those communications were unanswered. Varsity received no
  communication from Mr. ***** until January 14, 2023, when he contacted Varsity to request that unused
  expired hours be restored to his account. As set forth in the TOCAU, purchased hours expire one year
  after the date of purchase; thus, Mr. *****’s request falls well outside of that time-period (and thus, the
  request was initially denied). Nonetheless, Varsity emailed Mr. ***** upon receipt of the Complaint to
  communicate that the expired hours had been restored to his account, which Varsity believes to be a fair
  and amicable resolution (although, as of the date of this writing, Mr. ***** has chosen not to respond to
  Varsity’s email). The credited hours are available in Mr. *****’s account for his use on Varsity’s platform
  at his discretion.
  
  Please consider this Varsity’s response to the Complaint (which, at this time, Varsity considers to have
  been resolved). Varsity is proud to be an affiliate of the BBB and values the relationship. If you have any
  questions or comments, or would like to further discuss, please do not hesitate to contact me.
  
  Regards,
  
  
  ****** *****
  ****** ********* *********
  ** ***** ******** * ** ***** ********
  ** ***************************

• Initial Complaint

  Date:01/20/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 13, 2023, I signed up with Varsity Tutors for math lessons for my 4th grade daughter. At the time that we signed up for lessons, we were clear that we were only available on Mondays from 7pm to 8pm and Thursdays from 7pm to 8pm. We were assured that would not be a problem. Varsity Tutors has not been able to find a tutor for us to accommodate our schedule and has also refused to refund our initial payment of $489. Therefore, we paid Varisty Tutors $489 for 8 hours of tutoring and they are unable to delivery the services we paid for but are also unwilling to refund our money.

  

  Business Response

  Date: 01/30/2023

  *** ** ****** ***** ***** *** * *** ****** ** ***** * *********************
  
  January 30, 2023
  
  ****** ******** ******
  *** ** ********* **** ****
  *** ****** ** *****
  
  *** ********* ********* **** ************ * **** ****** ***** ********
  ******* ****** ***** *********** ******** ** *** *********
  
  Dear Sir or Madam:
  
  Varsity is in receipt of the Complaint (as defined above) filed by Mr. ****** on January 20, 2023 (and of
  which Varsity was made aware on January 21, 2023). This letter shall serve as Varsity’s response to the
  matters raised in the Complaint; however, please note that the parties have already reached an amicable
  resolution that fully resolves any and all issues in the Complaint.
  
  By way of background, Varsity is a live learning platform that, among other things, seamlessly connects
  experts and learners in any subject, anywhere, at any time. This includes connecting students with
  tutoring, academic enrichment, and test-preparation needs with vetted, independently contracted tutors
  and test instructors who provide those services directly to students (not Varsity) online, on dates and at
  times agreed upon between them. Varsity’s platform also offers customers/students several different
  choices for how to engage with tutors, instructors, experts, and professionals including one-on-one
  (between one tutor and student), small group tutoring (between one tutor or instructor and a small group
  of selected students), group courses (with one tutor or instructor leading a session with a large number of
  participants), or combinations of the above. Customers/students of the platform can also get immediate,
  live, one-on-one tutoring or instruction in more than 100 subjects in as little as 15 seconds by connecting
  with a tutor through the Instant Tutoring feature on Varsity’s platform. In 2022, Varsity began offering
  Learning Memberships, which is a comprehensive solution that provides multimodal learning services to
  help customers achieve their learning goals. As independent contractors, the tutors, instructors, and
  experts who offer their services through the platform (in any capacity) have their own materials, styles,
  and methods as indicated on every page of Varsity’s website ************************
  
  In addition to the above, Varsity has expanded its offerings through its platform to include Professional
  Certifications. The Professional Certifications offering connects customers/students with tutors and/or
  instructors to assist in various professional certification tests (such as NCLEX or SHRM-SCP, among
  others), in a one-on-one format or group format. As independent contractors, the tutors, instructors, and
  experts who offer their services through the platform (in any capacity) have their own materials, styles,
  and methods as indicated on every page of Varsity’s website.
  
  Varsity highlights its policies on the website and attempts to set realistic expectations with the potential
  customers/students who seek to be matched with a contracted tutor, instructor, or expert through Varsity’s
  online platform. Varsity is transparent about its services and uses its Terms of Customer Accounts Use
  (the “TOCAU”) to reinforce the process. In fact, the potential customers/students must review and sign
  the TOCAU and acknowledge the policies before they ever engage in the services of a tutor through
  ********* * ********
  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. ****** first contacted Varsity in
  January 2023 in order to be matched with an online tutor. On January 13, 2023, Mr. ****** purchased a
  Learning Membership for use on Varsity’s platform. A Learning Membership entitles customers to a set
  number of live one-on-one tutoring hours per month on a recurring monthly basis, in addition to
  enrollment in certain live classes through the Varsity platform, among other benefits. Mr. ******’s
  Learning Membership was for a period of 12 months, and would include 8 (eight) hours each month for
  use with one-on-one tutoring through the platform. Mr. ****** executed the TOCAU on January 15, 2023.
  On January 23, 2023, Mr. ****** indicated to Varsity that he did not wish to continue with the Learning
  Membership for the remainder of the term, and he preferred to cancel it and receive a refund for the
  month which had already been paid. Around the same time of its receipt of the Complaint, Varsity
  contacted Mr. ****** 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,
  
  
  ****** *****
  ****** ********* *********
  ** ***** ******** * ** ***** ********
  ** ***************************
  

  Customer Answer

  Date: 01/30/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 1*******.  Given that the company provided me with a full refund, I am satisfied with the response.    
  
  
  
  Sincerely,
  
  
  
  **** ******

• Initial Complaint

  Date:01/19/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have spent the last week trying to get a call back from the cancellation department of this company. They misled me for the price of services ( I understood it as $270 a year whereas they are charging $270 a month) for tutoring services that are poorly supported with frustrating customer service. I first realized the discrepancy in the price when I was charged the second month and had immediately reached out to Varsity Tutors on 1/14. I was told I would get a call from the cancellation department to sort this out and it has been 3.5 business days without any call from said department. When asking other reps if I can be connected they say the cancellation department does not accept calls in and only places calls out. I understand it was a holiday weekend but this lack of response is unprofessional and feels as if they are dragging their feet because I don't want this service any longer.

  

  Business Response

  Date: 01/26/2023

  101 ******************************, Suite 300 | ****************************** | www.varsitytutors.com
  
  January 26, 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 Ms. ************ on January 19, 2023
  (and of which Varsity was made aware on January 20, 2023). This letter shall serve as Varsitys 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. 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 14, 2022,
  **************************** purchased a Learning Membership for use on Varsitys platform. A Learning
  Membership entitles customers to a set number of live one-on-one tutoring hours per month on a
  recurring monthly basis, in addition to enrollment in certain live classes through the Varsity platform,
  among other benefits. Ms. ************* Learning Membership was for a period of 12 months, and
  would include 4 (four) hours each month for use with one-on-one tutoring through the platform. Ms.
  ************ executed the ***** on November 14, 2022. During the first 2 (two) months of the
  Learning Membership, 5 (five) sessions were invoiced to Ms. ************* account by her tutor. On
  January 14, 2023, **************************** indicated to Varsity that she did not wish to continue with the
  Learning Membership for the remainder of the term, and she preferred to cancel it. The request was
  initially denied, as it was outside of the cancellation window outlined in the *****. Upon receipt of the
  Complaint, Varsity communicated with **************************** 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: 01/26/2023

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

• Initial Complaint

  Date:01/18/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Yes I’m the summer of 2022 my ex wife and I purchased 12 sessions of tutoring for our daughter. They asked me if I wanted a 1 year contract for my daughter and I said no I do not and will inform them of our intentions after school started and after the initial 12 sessions. Well varsity then charged my credit card 3 times after for services that were not rendered. These charges are 1 for $737.94, 2nd for $729.59, 3rd for $725.25. I disputed this with my credit card and that’s when I learn varsity had told me I signed a 1 year contract. I disputed it with varsity and they denied me. I have asked through F.O.I.P. If I can have a copy of my initial conversation with them where I stated I do not want a 1 year contract. Anyway my daughter never received the tutoring sessions for the above dollar amounts and I just want my money back and an apology from the company. I have text messages between the tutor and me and my ex wife all of which state that we are not moving forward with tutoring once school started. But at the end of the day we still did not receive any service beyond the first 12 sessions that was paid for that I’m not disputing. I’ll pay for what I have used but damn and I didn’t even use 12 sessions. We really only used like 9

  

  Business Response

  Date: 01/30/2023

  *** ** ****** ***** ***** *** * *** ****** ** ***** * *********************
  
  ******* *** ****
  
  ****** ******** ******
  *** ** ********* **** ****
  *** ****** ** *****
  
  Re: Complaint #******** **** ************ * **** ******** ***** **********
  Varsity Tutors LLC’s (“Varsity”) Response to the Complaint
  
  Dear Sir or Madam:
  
  Varsity is in receipt of the Complaint (as defined above) filed by Mr. ******** on January 18, 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. ******** first contacted
  Varsity in June 2022 in order to be matched with an online tutor. On June 28, 2022 Mr. ********
  purchased a Learning Membership for use on Varsity’s platform. A Learning Membership entitles
  customers to a set number of live one-on-one tutoring hours per month on a recurring monthly basis, in
  addition to enrollment in certain live classes through the Varsity platform, among other benefits. Mr.
  ********’s Learning Membership was for a period of 12 months, and would include 12 hours each month
  for use with one-on-one tutoring through the platform. Mr. ******** executed the TOCAU on July 1,
  2022. During the first 6 (six) months of Learning Membership, 27 sessions were invoiced to Mr.
  ********’s account by his tutor. On November 7, 2022, Mr. ******** indicated to Varsity that he did not
  wish to continue with the Learning Membership for the remainder of the term, and he preferred to cancel
  it 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. On January 27, 2023, Varsity contacted Mr. ******** 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,
  
  
  ****** *****
  ****** ********* *********
  ** ***** ******** * ** ***** ********
  ** ***************************
  

  Customer Answer

  Date: 02/13/2023

  Varsity Tutors did contact me and offer a full refund as soon as you contacted them. I appreciate all the help. Thank you very much.

• Initial Complaint

  Date:01/18/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 14th I enrolled my 8 year old son into Varsity Tutors year long program. Almost immediately I was faced with scheduling problems, tutor absences, and time zone confusion. The time difference seemed to plaque our tutor throughout the weeks. I had to confirm, over and over, which time zone they were referring to, and remind them frequently that I was unavailable during times I kept getting scheduled for. On Nov 27th we waited 30 minutes for our tutor to show up. We messaged them but received no responses. I scheduled a permanent time change for the 4th, which went fine, but fell through on the 11th. Again we waited, and again no one showed up. They claimed to be unaware of the permanent change, and assured me I would not be charged for the session. After reviewing statements, NO lessons were comped. I called to cancel my subscription on January 3rd. Granted, a couple weeks out of my 30 day cancellation window, but by this time I had only received 4 tutoring sessionsA months worth of tutoring spread out into a scheduling, erratic nightmare. After 4 sessions I learned that my son gets fidgety and unfocused over the internet, especially for hour long sessions. When trying to quit, I received an email stating I did not qualify for cancellation. When I called to talk about my concerns with Varsity Tutors, they told me someone would call me back to discuss my request. I never received any call backs. After waiting a week and a half, I had the cc company call Varsity Tutors to discuss a stop payment. Instead of calling me, they called the cc holder and told them these lies: I submitted 5 star reviews of my tutor each week. Varsity Tutors called me back to discuss my cancellation request and concerns.I submitted NO reviews, and NO call backs. Varsity Tutors did not hold up their end of our contract. I was not impressed with our tutor, nor their learning platform. I was not comped for missed sessions. I was ignored and to lied to.

  

  Business Response

  Date: 01/23/2023

  See attached response.

  Varsity is in receipt of the Complaint (as defined above) filed by **************************** on January 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 November 2022 in order to be matched with an online tutor. On November 14, 2022,
  **************************** purchased a Learning Membership for use on Varsitys platform. A Learning
  Membership entitles customers to a set number of live one-on-one tutoring hours per month on a
  recurring monthly basis, in addition to enrollment in certain live classes through the Varsity platform,
  among other benefits. Ms. ************* Learning Membership was for a period of 12 months, and
  would include 4 (four) hours each month for use with one-on-one tutoring through the platform. Ms.
  ************ executed the ***** on November 15, 2022. During the first 2 (two) months of the
  Learning Membership, 4 (four) sessions were invoiced to Ms. ************* account by her tutor. On
  January 3, 2023, **************************** indicated to Varsity that she did not wish to continue with the Learning
  Membership for the remainder of the term, and she preferred to cancel it. The request was initially denied,
  as it was outside of the cancellation window outlined in the *****. Around the same time as its receipt
  of the Complaint, Varsity contacted **************************** 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: 01/23/2023

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