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
- 763 total complaints in the last 3 years.
- 182 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:12/14/2022
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.
My daughter enrolled in varsity tutors; they said they would have a 30-day trial period. She did not like the online tutoring and had issues understanding the language barrier with the subject being AP Calculus; it made it too much of a challenge for her, so we went a different direction. We could cancel before the trial ended; in fact, we canceled within three days of signing up. However, they did not refund the cost of the membership. The way the membership is portrayed during the signup process is that we, as a customer, have a 30-day trial period, and it can be canceled within the 30-days without issue, inferring that cancelation includes refunding. We went over canceling the membership during the signup call from numerous different angles to make sure we could cancel and get a refund if need be. We were reassured the membership could be canceled, and thus we understood this to be refunded upon cancelation. The membership was canceled on 10/18/2022, I contacted them in November, and we have yet to be refunded on 12/14/2022. We have called them numerous times in between, and only on 12/14/2022, during a phone call, has anyone ever said we would not get a refund. We initiated a dispute within our Credit Card process, and during this process, the terms were made available back to the Credit Card Agency, and in their terms, it says in section 3.1.3.4 Early Cancellation of your Tutoring Subscription Contact Duration, "...you will be permitted to cancel your tutoring Subscription prior to the end of the tutoring subscription duration..." "Those scenarios are: a) if, within thirty (30) days of Your original purchase..." This is pretty simple, if funds will never be refunded, this needs to be made very clear upfront. Offering a 30-day trial period implies that it is a trial period, and if a customer finds the services are not suited to them, then canceling the membership includes refunds. If companies are going to play word games, it's not going to be successful.
Business Response
Date: 01/03/2023
See attached response letter.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 *** ****** on December 14, 2022. This
letter shall serve as Varsity’s response to the matters raised in the Complaint; however, please note that
Varsity has provided what it believes to be an amicable resolution in response to *** ******’s Complaint
based upon the policies set forth in the Terms of Customer Account Use, as further indicated herein.
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), either in person or
online, at times and locations agreed upon between them (such as a library or coffee shop, in the student’s
home, etc), as Varsity does not have any physical locations for tutoring or instruction.1 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 addition to the above, Varsity has expanded its offerings through its platform to include Professional
Certifications. The Professional Certifications offering connects customers/students with tutors and/or
instructors to assist in various professional certification tests (such as NCLEX or SHRM-SCP, among
others), in a one-on-one format or group format. As independent contractors, the tutors, instructors, and
experts who offer their services through the platform (in any capacity) have their own materials, styles,
and methods as indicated on every page of Varsity’s website (*********************).
Varsity highlights its policies on the website and attempts to set realistic expectations with the potential
customers/students who seek to be matched with a contracted tutor, instructor, or expert through Varsity’s
online platform. Varsity is transparent about its services and uses its Terms of Customer Accounts Use
(the “TOCAU”) to reinforce the process. In fact, the potential customers/students must review and sign
the TOCAU and acknowledge the policies before they ever engage in the services of a tutor through
Varsity’s platform. Varsity’s website is also critical in setting these expectations and explaining the
1 Although, in light of the COVID-19 pandemic, the in-person option is not currently offered; however, it was an
available option to tutors and students assuming both were willing to meet in person until on or around mid-March,
2020.
process and how it works, in addition to setting forth the terms of any guarantees, located at
***********************************************
Regarding *** ****** specifically and according to Varsity’s records, *** ****** first contacted Varsity in
October 2022 in order to be matched with an online tutor. On October 16, 2022, *** ****** purchased a
Learning Membership for use on Varsity’s platform, which is a comprehensive solution that provides
multimodal learning services to help customers achieve their learning goals. 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.
*** ******’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. *** ****** executed the TOCAU on
October 16, 2022. On October 18, 2022, *** ****** 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 first month (which had already been paid). While the cancellation was processed, the
request for refund was initially denied pursuant to the terms set forth in the TOCAU. Upon receipt of the
Complaint, Varsity ultimately chose to issue the requested resolution.
Please consider this Varsity’s response to the Complaint (which, at this time, Varsity considers to have
been resolved). Varsity is proud to be an affiliate of the BBB and values the relationship. If you have any
questions or comments, or would like to further discuss, please do not hesitate to contact me.
Regards,
****** *****
Senior Corporate Paralegal
p: ***** ******** | f: ***** ********
** ***************************Initial Complaint
Date:12/11/2022
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.
Varsity Tutors LLC has unclear policy regarding subscription. More importantly, I was not informed or reminded that the month I had requested from the representative would continue for a year. Furthermore, the tutor wasn’t able to actually help me with the test like varsity assured they would. So in the end, I had to go to ****** learning for a better tutoring session
But just to be clear varsity tutors is a scam. Save your money and timeBusiness Response
Date: 12/22/2022
*** ** ****** ***** ***** *** * *** ****** ** ***** * *********************
December 22, 2022
****** ******** ********* ** ********* **** ****
**** ****** ** *****
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 December 11, 2022
(and of which Varsity was made aware on December 12, 2022). This letter shall serve as Varsity’s
response to the matters raised in the Complaint; however, please note that the parties have already
reached an amicable resolution that fully resolves any and all issues in the Complaint.
By way of background, Varsity is a live learning platform that, among other things, seamlessly connects
experts and learners in any subject, anywhere, at any time. This includes connecting students with
tutoring, academic enrichment, and test-preparation needs with vetted, independently contracted tutors
and test instructors who provide those services directly to students (not Varsity), either in person or
online, at times and locations agreed upon between them (such as a library or coffee shop, in the student’s
home, etc), as Varsity does not have any physical locations for tutoring or instruction.1 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 addition to the above, Varsity has expanded its offerings through its platform to include Professional
Certifications. The Professional Certifications offering connects customers/students with tutors and/or
instructors to assist in various professional certification tests (such as NCLEX or SHRM-SCP, among
others), in a one-on-one format or group format. As independent contractors, the tutors, instructors, and
experts who offer their services through the platform (in any capacity) have their own materials, styles,
and methods as indicated on every page of Varsity’s website ***********************.
Varsity highlights its policies on the website and attempts to set realistic expectations with the potential
customers/students who seek to be matched with a contracted tutor, instructor, or expert through Varsity’s
online platform. Varsity is transparent about its services and uses its Terms of Customer Accounts Use
(the “TOCAU”) to reinforce the process. In fact, the potential customers/students must review and sign
the TOCAU and acknowledge the policies before they ever engage in the services of a tutor through
Varsity’s platform. Varsity’s website is also critical in setting these expectations and explaining the
1 Although, in light of the COVID-19 pandemic, the in-person option is not currently offered; however, it was an
available option to tutors and students assuming both were willing to meet in person until on or around mid-March,
2020.
Complaint *********
Page 2
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 22, 2022, Ms.
********* purchased a Learning Membership for use on Varsity’s platform, which is a comprehensive
solution that provides multimodal learning services to help customers achieve their learning goals. 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. Ms. *********
executed the TOCAU on October 22, 2022. During October, four (4) sessions were invoiced to
Ms. *********** account by her tutor. In November, Varsity attempted to collect payment for
Ms. *********** second month of the Learning Membership (as set forth/agreed to in the TOCAU);
however, the payment did not go through. Varsity made multiple attempts to contact Ms. *********
regarding the issue, but the attempts were unanswered. On December 1, 2022, Varsity advised Ms.
********* that her Learning Membership was inactive as a result of the missed payment (although
Varsity continued to attempt to collect the missed payment, as it is permitted do under the TOCAU2). On
December 5, 2022, the missed payment for the second month of Ms. *********** Learning Membership
was collected (and thus, four (4) hours were added to Ms. *********’s account). Although Varsity
disagrees with Ms. *********** assertion that she “was not informed or reminded” that her Learning
Membership would continue beyond the first month, 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,
****** *****
****** ********* *********
** ***** ******** * ** ***** ********
** ***************************
2 “If Varsity does not receive payment from Your payment provider upon any Refresh Date or upon any renewal of
Your Tutoring Subscription Contract Duration, then You agree: 1) to pay all amounts due on Your account upon
demand, and 2) that Varsity may either terminate or suspend Your Tutoring Subscription and continue to attempt to
charge Your payment provider until payment is received (and, upon receipt of payment, Your account will be
reinstated and for purposes of automatic renewal, Your new Tutoring Subscription Contract Duration (and
subsequent Refresh Dates) will begin as of the day the payment was received).”Initial Complaint
Date:12/06/2022
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 am not receiving the services for which i am paying. I have been charged over 249 dollars a month for 4 hours of tutoring services since August 2022, and we have NOT received those hours. We have maybe had 4 hours total. Bad technology, tutors that cancel with no notice, absolutely no communication. Its been just a TERRIBLE TERRIBLE situation. I have called the company, i have left complaints and am about to switch banks just to get away from them.Business Response
Date: 12/20/2022
December 20, 2022
Better Business Bureau
*** ** ********* **** ****
*** ****** ** *****Re: Complaint #******** (the “Complaint”) – ****** ********* ***** ***********
Varsity Tutors LLC’s (“Varsity”) Response to the Complaint
Dear Sir or Madam:
Varsity is in receipt of the Complaint (as defined above) filed by Ms. ********* on December 7, 2022. This letter shall serve as Varsity’s response to the matters raised in the Complaint; however, please note that the parties have already reached an amicable resolution that fully resolves any and all issues in the Complaint.
By way of background, Varsity is a live learning platform that, among other things, seamlessly connects experts and learners in any subject, anywhere, at any time. This includes connecting students with tutoring, academic enrichment, and test-preparation needs with vetted, independently contracted tutors and test instructors who provide those services directly to students (not Varsity), either in person or online, at times and locations agreed upon between them (such as a library or coffee shop, in the student’s home, etc), as Varsity does not have any physical locations for tutoring or instruction. 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 addition to the above, Varsity has expanded its offerings through its platform to include Professional Certifications. The Professional Certifications offering connects customers/students with tutors and/or instructors to assist in various professional certification tests (such as NCLEX or SHRM-SCP, among others), in a one-on-one format or group format. As independent contractors, the tutors, instructors, and experts who offer their services through the platform (in any capacity) have their own materials, styles, and methods as indicated on every page of Varsity’s website.
Varsity highlights its policies on the website and attempts to set realistic expectations with the potential customers/students who seek to be matched with a contracted tutor, instructor, or expert through Varsity’s online platform. Varsity is transparent about its services and uses its Terms of Customer Accounts Use (the “TOCAU”) to reinforce the process. In fact, the potential customers/students must review and sign the TOCAU and acknowledge the policies before they ever engage in the services of a tutor through Varsity’s platform. Varsity’s website is also critical in setting these expectations and explaining the process and how it works, in addition to setting forth the terms of any guarantees, located at **********************************************.
Regarding 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 12, 2022 Ms. ********* purchased a Learning Membership for use on Varsity’s platform, which is a comprehensive solution that provides multimodal learning services to help customers achieve their learning goals. A Learning Membership entitles customers to set a 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 24 months, and would include four (4) hours each month for use with one-on-one tutoring through the platform. As set forth in the TOCAU, those four (4) hours each month needed to be consumed within that month, otherwise they would expire. (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).”) According to Varsity’s records and as set forth in the Complaint, there were times where Ms. ********* did not use all four (4) hours within a given month, and as such, those hours expired in accordance with the TOCAU. Nonetheless, 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,
****** *****
****** ********* *********
** ***** ******** * ** ***** ********
** ***************************
Customer Answer
Date: 12/20/2022
Complaint: ********
I am rejecting this response because:Since my discussion with varsity Tutors, the tutor showed up for 1 session, of which she was only on for 25 minutes 12/13/2022 (i pay for an hour), and then on 12/20/2022, again, with no communication from the tutor, she never showed up for the session at all.I want OUT of the contract. I have paid for more hours than we have received.At this point, it has been such a frustrating and disappointing deal that i can't imagine being able to tolerate anyone associated with this company. And for 249$ a month, i am very much NOT GETTING THE SERVICES FOR WHICH I AM PAYING, which means VARSITY TUTORS is not fulfilling their end of the contract. I want OUT.
I have also sent an email to the Manager with which i had a discussion earlier this month, so this rejection should not be a surprise.
Sincerely,
****** *********Business Response
Date: 01/04/2023
Dear Sir/Madam:We attempted to access the above-referenced Complaint in order to respond to the customer's December 22, 2022, rejection of the resolution, but there were no options to upload a document or create a response. We noted the information indicating that the Complaint is currently under review for mediation by the BBB; however, we do not believe a mediation is necessary because the customer's desired resolution has already been issued, as further addressed below. This email shall serve as Varsity's response to Ms. *********'s December 20, 2022, rejection of Varsity's resolution, and will confirm that Varsity believes it has provided an amicable resolution to any outstanding concerns.To be clear, at the time of Ms. *********s's rejection of the resolution on December 22, 2022, Varsity had already communicated with Ms. ********* via email and processed her request to cancel her membership. A copy of the communication can be provided upon request. Accordingly, Varsity believes that the outstanding concerns related to the Complaint have been amicably resolved (and therefore the issue of mediation to be moot).Please consider this Varsity's response to the customer's December 22, 2022, rejection of the resolution (and at this time, Varsity believes the Complaint itself 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 us.****** *****Sr. Corporate ParalegalInitial Complaint
Date:12/03/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
In September, I called the Varsity Tutors’ phone number and spoke to a sales rep named ******. My HS son needed desperate help with math, but I had very specific requirements being that he has an IEP and diagnosed ADD.
I was assured after naming my multiple (really very many) requirements for the tutor as well as the learning style of my son that they would be able to help. I was told they were always available, their tutors top notch, and that I would be charged after 30 days $269 monthly.
Our first session was a disaster, I let the company know, and they responded positively and found another tutor. Every session was plagued by issues, technical issues, not knowing how to teach the material, the tutor and my son getting frustrated. It further proved my son’s negative self talk that he wasn’t able to learn the material. There has not been one session that was a positive experience throughout. Each time, I let the company know.
Finally after the tutor never being completely able to teach my son, speaking to the company about this, the tutor was awful to my kid. I called to cancel.
I was told I was under contract, which I’ve never signed a contract, I was given options, none of which were satisfactory as the company assured me after being very very specific on the first conversation they would be able to meet my needs.
They never provided a service that was promised. They were never able to meet the many claims on their website for our family. I gave them every opportunity to let me know they didn’t have the qualified tutors to deal with a SpED teen, again, I was terribly specific.
Without the halting of the monthly charge, I cannot afford to get my son the help he needs by a qualified professional. This company is dishonest and is only out to make money, they don’t actually care if they help a student in need.Business Response
Date: 12/14/2022
Please see the attached letter for Varsity's response to the Complaint.Dear Sir or Madam:
Varsity is in receipt of the Complaint (as defined above) filed by *** ******* on December 4, 2022. This
letter shall serve as Varsity’s response to the matters raised in the Complaint; however, please note that
the parties have already reached an amicable resolution that fully resolves any and all issues in the
Complaint.
By way of background, Varsity is a live learning platform that, among other things, seamlessly connects
experts and learners in any subject, anywhere, at any time. This includes connecting students with
tutoring, academic enrichment, and test-preparation needs with vetted, independently contracted tutors
and test instructors who provide those services directly to students (not Varsity), either in person or
online, at times and locations agreed upon between them (such as a library or coffee shop, in the student’s
home, etc), as Varsity does not have any physical locations for tutoring or instruction.1 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 addition to the above, Varsity has expanded its offerings through its platform to include Professional
Certifications. The Professional Certifications offering connects customers/students with tutors and/or
instructors to assist in various professional certification tests (such as NCLEX or SHRM-SCP, among
others), in a one-on-one format or group format. As independent contractors, the tutors, instructors, and
experts who offer their services through the platform (in any capacity) have their own materials, styles,
and methods as indicated on every page of Varsity’s website ***********************.
Varsity highlights its policies on the website and attempts to set realistic expectations with the potential
customers/students who seek to be matched with a contracted tutor, instructor, or expert through Varsity’s
online platform. Varsity is transparent about its services and uses its Terms of Customer Accounts Use
(the “TOCAU”) to reinforce the process. In fact, the potential customers/students must review and sign
the TOCAU and acknowledge the policies before they ever engage in the services of a tutor through
Varsity’s platform. Varsity’s website is also critical in setting these expectations and explaining the
1 Although, in light of the COVID-19 pandemic, the in-person option is not currently offered; however, it was an
available option to tutors and students assuming both were willing to meet in person until on or around mid-March,
2020.
Complaint #********
Page 2
process and how it works, in addition to setting forth the terms of any guarantees, located at
***********************************************
Regarding *** ******* specifically and according to Varsity’s records, *** ******* first contacted
Varsity in September 2022 in order to be matched with an online tutor. On September 29, 2022,
*** ******* purchased a Learning Membership for use on Varsity’s platform, which is a comprehensive
solution that provides multimodal learning services to help customers achieve their learning goals. A
Learning Membership entitles customers to set a 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. *** *******’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. *** *******
executed the TOCAU on September 29, 2022. During the first two (2) months, 10 sessions were invoiced
to *** *******’s account by her tutor. On November 29, 2022 (and prior to Varsity’s receipt of the
Complaint), *** ******* 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. This request was initially
denied, as it was made outside of the cancellation window outlined in the TOCAU. Nonetheless, Varsity
ultimately chose to provide the requested resolution.
Please consider this Varsity’s response to the Complaint (which, at this time, Varsity considers to have
been resolved). Varsity is proud to be an affiliate of the BBB and values the relationship. If you have any
questions or comments, or would like to further discuss, please do not hesitate to contact me.Initial Complaint
Date:12/03/2022
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.
My son enrolled in varsity tutors, they said they would have a 30 day trial period. He did not like the online tutoring and had connectivity issues, we tried to cancel through email and online, before the trial ended. I have emails that show I cancelled by contacting their folks through email since they don't allow you to cancel through their online management portal. I emailed several times in the days leading up to the trial ending. 5 days after I cancelled they charged me another 540$ for the next month. I called to have them correct this and they won't. They are not doing anything to resolve this except to say he can still be tutored and their tutoring works for so many so should work for him.Customer Answer
Date: 12/12/2022
Thank you for reaching out to the company, their customer service manager called me and provided a refund for the second month they charged me. I conisder this complaint resolved.Thank you!Initial Complaint
Date:12/01/2022
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 believe Varsity Tutors is participating in predatory business practices. I was going to cancel my tutoring initially back in late September 2022 as I was unhappy with my tutor. I was well within the 30-day full refund, but I spoke to an Account Manager at Varsity who set me up with a new tutor. I was pleased with my new tutor. The Account Manager convinced me to purchase more tutoring sessions and she convinced me to buy the amount she believed I needed to purchase which was way over what I thought I would need. I was wary, and I specifically asked about what happens if I don't use all the credits. I was told over the phone that unused credits would be refunded. Based on the verbal confirmation from Varsity Tutors, I agreed to purchase more sessions feeling confident that I would use what I needed and be refunded for what I did not use. I ended up purchasing 36 hours in total. My exam is coming up this Saturday, December 3rd and my last tutoring session is tomorrow, Friday, December 2nd. I will have approximately 9 hours of unused credits. This equates to about $1,000. I absolutely would not have gone through with the purchase if I was not told I could be refunded for hours I did not use.
I did some googling and I see that other people had the same experiences with being told they can get refunded for unused hours only for Varsity Tutors to go back on their word. It's a shame that a company promising to help people, with a 100% satisfaction guarantee, can turn around and take money from multiple people that are looking at bettering themselves through education.Business Response
Date: 12/14/2022
Please see the attached letter for Varsity's response to the complaint.
Varsity is in receipt of the Complaint (as defined above) filed by *** *********** on December 1, 2022.
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), either in person or
online, at times and locations agreed upon between them (such as a library or coffee shop, in the student’s
home, etc), as Varsity does not have any physical locations for tutoring or instruction.1 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 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
1 Although, in light of the COVID-19 pandemic, the in-person option is not currently offered; however, it was an
available option to tutors and students assuming both were willing to meet in person until on or around mid-March,
2020.
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
https://www.varsitytutors.com/guarantee-policy.
Regarding *** *********** specifically and according to Varsity’s records, *** *********** first contacted
Varsity in September 2022 in order to be matched with an online tutor. *** *********** made two separate
purchases of hours through Varsity’s platform (September 9, 2022, and October 3, 2022, respectively),
and executed a TOCAU for each purchase. Between September 9, 2022 and December 2, 2022, fourteen
(14) sessions were invoiced to *** ***********’s account by her tutor for a total of 28 hours. On November
30, 2022, *** *********** contacted Varsity to indicate that she had no additional tutoring needs at this
time and, based upon having purportedly been told at the time of her initial purchase that she would be
issued a refund of any hours that remained on her account if/when she completed her tutoring, requested a
refund of the remaining eight (8) hours on her account. Despite being outside of the refund window set
forth in each of the TOCAUs, Varsity decided to honor *** ***********’s representation of what she had
been told, and issued the requested resolution. Accordingly, at the time the Complaint was received
Varsity was already in communication with *** *********** and the parties ultimately reached an amicable
resolution.
Please consider this Varsity’s response to the Complaint (which, at this time, Varsity considers to have
been resolved). Varsity is proud to be an affiliate of the BBB and values the relationship. If you have any
questions or comments, or would like to further discuss, please do not hesitate to contact me.Initial Complaint
Date:11/30/2022
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 was pushed into agreeing to a 12 month contract during a rushed telephone conversation. I was told I could cancel if we were not satisfied. I’ve had to fight with varsity tutors to get even the 4 hours promised. The tutorial g provided is awful. My sons grade has actually dropped during the less than 2 months with varsity tutors. I requested to cancel and they refused. I asked to speak to a supervisor and was assured one would call me. That was almost 2 weeks ago, and I hadn’t heard from anyone. They offer a new tutor, but from others reviews, that will not help. I want to cancel. I was never told I only had 30 days, or I would have canceled then. I am not seeking a refund of the wasted $777 I already paid, I just want to cancel moving forward. They are not providing adequate tutoring and I do not want to start over with a new tutor, snd throw more mo eat away. I do not want their services snd I do not want to continue to pay for subpar services.Business Response
Date: 12/14/2022
Please see attached for Varsity's response to the complaint.
Varsity is in receipt of the Complaint (as defined above) filed by *** ***** on November 30, 2022. This
letter shall serve as Varsity’s response to the matters raised in the Complaint; however, please note that
the parties have already reached an amicable resolution that fully resolves any and all issues in the
Complaint.
By way of background, Varsity is a live learning platform that, among other things, seamlessly connects
experts and learners in any subject, anywhere, at any time. This includes connecting students with
tutoring, academic enrichment, and test-preparation needs with vetted, independently contracted tutors
and test instructors who provide those services directly to students (not Varsity), either in person or
online, at times and locations agreed upon between them (such as a library or coffee shop, in the student’s
home, etc), as Varsity does not have any physical locations for tutoring or instruction.1 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 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
1 Although, in light of the COVID-19 pandemic, the in-person option is not currently offered; however, it was an
available option to tutors and students assuming both were willing to meet in person until on or around mid-March,
2020.
Complaint # ********
Page 2
(the “TOCAU”) to reinforce the process. In fact, the potential customers/students must review and sign
the TOCAU and acknowledge the policies before they ever engage in the services of a tutor through
Varsity’s platform. Varsity’s website is also critical in setting these expectations and explaining the
process and how it works, in addition to setting forth the terms of any guarantees, located at
***********************************************
Regarding *** ***** specifically and according to Varsity’s records, *** ***** first contacted Varsity in
September 2022 in order to be matched with an online tutor. On September 21, 2022 *** *****
purchased a Learning Membership for use on Varsity’s platform, which is a comprehensive solution that
provides multimodal learning services to help customers achieve their learning goals. A Learning
Membership entitles customers to set a 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. *** *****’s Learning Membership would include four (4) hours each month for
use with one-on-one tutoring through the platform. *** ***** executed the TOCAU on September 25,
2022. During the first three (3) months, six (6) sessions were invoiced to *** *****’s account by her
tutor. On November 19, 2022, *** ***** indicated to Varsity that she was unhappy with the services
received to date. At the time the Complaint was received, Varsity had already communicated with ***
***** and the parties had reached an amicable resolution.
Please consider this Varsity’s response to the Complaint (which, at this time, Varsity considers to have
been resolved). Varsity is proud to be an affiliate of the BBB and values the relationship. If you have any
questions or comments, or would like to further discuss, please do not hesitate to contact me.
Regards,Initial Complaint
Date:11/30/2022
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.
My child started to prepare for SAT exam with Varsity tutors on 10/5/2020 with tutor. My child planned to attend four years college. We targeted score from low 1400 and up. That score would be sufficient to apply to colleges.
On 10/12/20 my child started to prepare for SAT exam with balance of 37 hours 56 minutes. Sessions were continued through first exam on December 5, 2020. The score was very disappointing below 1200, which makes my child ineligible to apply for universities. My child was very disappointed and wanted to go with ** ********* where other student from the same school received tutoring with high SAT scores outcome. I had faith in Varsity Tutors and convinced my child to stay.
Next SAT exam was on 5/8/2021 and my child receive even lower score than a first time on low 1100.
The last session with SAT tutor was on 5/5/21.
I refilled the account on 6/14/21 total was 50 hours and 34 minutes, (after adding 47 hours) for SAT, which is equivalent to $3100, with intention to continue tutoring.
After much consideration we realized that Varsity Tutors are failing us and decided not to seek tutoring.
The whole experience with Varsity tutors put a great stress on my child and myself. My child did not learn anything with Varsity Tutors and declining scores were results. We spent seven (7) months studying with Varsity Tutors only to receive disappointing low score every time and not eligible to apply to colleges.
The balance was left on Varsity Tutors account. It was reinstated once in 2021 and as of 5/16/22 expired. I was told that is contract is good for one year and I cannot get my money back ($3100).
My child and I had highly unsatisfied experience and stress dealing with Varsity Tutors I am asking for reimbursement of my balance of 50 hours and 47 which is equivalent to $3100.
Varsity Tutors is money making business with their policy that allow balance to expire after one year, rather that helping students to succeed.Business Response
Date: 12/14/2022
Please see the attached document for Varsity's response to the Complaint.Business Response
Date: 12/15/2022
Please see the attached letter for Varsity's response to the complaint.
Varsity is in receipt of the Complaint (as defined above) filed by *** ********* on November 30, 2022.
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 *** ********* since its receipt of the Complaint
have gone unanswered, Varsity has already provided what it believes to be an amicable resolution to **.
*********** concerns.
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), either in person or
online, at times and locations agreed upon between them (such as a library or coffee shop, in the student’s
home, etc), as Varsity does not have any physical locations for tutoring or instruction.1 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 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
1 Although, in light of the COVID-19 pandemic, the in-person option is not currently offered; however, it was an
available option to tutors and students assuming both were willing to meet in person until on or around mid-March,
2020.
Complaint # ********
Page 2
online platform. Varsity is transparent about its services and uses its Terms of Customer Accounts Use
(the “TOCAU”) to reinforce the process. In fact, the potential customers/students must review and sign
the TOCAU and acknowledge the policies before they ever engage in the services of a tutor through
Varsity’s platform. Varsity’s website is also critical in setting these expectations and explaining the
process and how it works, in addition to setting forth the terms of any guarantees, located at
***********************************************
Regarding *** ********* specifically and according to Varsity’s records, *** ********* first contacted
Varsity in February 2020 in order to be matched with an online tutor. *** ********* made two separate
purchases through Varsity’s platform (February 15, 2020, and October 16, 2020, respectively), and
executed a TOCAU for each purchase. Since the first purchase in February 2020 through May 5, 2021,
twenty-five (25) sessions were invoiced to *** *********’s account by multiple tutors with whom ***
********* had been matched during the course of her relationship with Varsity. As set forth in the
TOCAUs and indicated to *** ********* during her communications with Varsity prior to the filing of the
Complaint, purchased hours expire one year after the date of purchase; thus, *** *********’s request falls
well outside of that time-period. Nonetheless, Varsity notified *** ********* upon receipt of the
Complaint that a set number of hours had been credited to her account, which Varsity believes to be a fair
and amicable resolution (although, as of the date of this writing, *** ********* has chosen not to respond
to Varsity’s email). The credited hours are available in *** *********’* account for her use on Varsity’s
platform at her discretion within a 90-day period from the date of credit.
Please consider this Varsity’s response to the Complaint (which, at this time, Varsity considers to have
been resolved, as it has addressed *** *********’* concerns with what it believes to be a fair and amicable
resolution considering the amount of time that has passed since the hours expired). 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: 12/19/2022
Complaint: ********
Thank you for your prompt response.I am rejecting this response because:I paid for failing tutor services for seven (7) month from October 2020 to May 2021 with declining SAT score.The SAT score my child received was much lower than expected on first exam on December 5, 2020 and even lower score on last test on May 8, 2021.We do not need tutoring services form Varsity Tutor anymore.The last payment was made on June 14, 2021 of $3100 was never used as we switched to another tutor services.That payment was lost/expired after one year.My child and I had highly unsatisfied and upsetting experience with Varsity Tutors.I am asking for reimbursement of my last deposit of $3100.Varsity Tutors is money making business with their policy
that allow balance to expire after one year, rather that helping students to succeed.Sincerely,
***** *********Customer Answer
Date: 12/20/2022
Varsity Tutoes stated that they provided resolution to credit account for 90 days. The email was never received by me and I was not able to learn and respond to conditions of agreement. As of December 17, 2022 the balance on account is $0.I would like to re-open case on grounds thar Varsity Tutors were dishonest in resolution if this complaint.Best regards,***** *********Business Response
Date: 12/21/2022
*** ** ****** ***** ***** *** * *** ****** ** ***** * *********************
December 21, 2022
****** ******** ******
*** ** ********* **** ****
*** ****** ** *****
Re: Complaint #******** **** ************ – ***** ********* (“*** *********”)
Varsity Tutors LLC’s (“Varsity”) Response to the Customer Communication Dated
December 19, 2022 (the “Follow Up Communication”)
Dear Sir or Madam:
Varsity is in receipt of the Follow Up Communication (as defined above), which was in response to
Varsity’s December 14, 2022, communication addressing the overall Complaint (“Varsity’s Reply to the
Complaint”). This letter shall serve as Varsity’s response to the Follow Up Communication, and will
confirm that Varsity believes it has provided an amicable resolution.
As communicated in Varsity’s Reply to the Complaint, Varsity notified *** ********* upon receipt of the
Complaint that a set number of hours had been credited to her account. Although *** ********* indicated
in the Follow Up Communication that she was unaware of the credit to her account, Varsity’s records
indicate that *** ********* acknowledged her receipt/understanding of the credited hours on her account
via email on December 21, 2022. Accordingly, Varsity believes the issues raised in the Follow Up
Communication to be rendered moot (and does not believe there are any additional outstanding issues to
resolve).
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:11/25/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 19 November I signed ip and paid 269.00 for 4 hours of live tutoring and access to the website. The person on the phone said they would provide me with names and profiles so that O can choose a tutor for my kid. I should have known since most reputable companies offer online sign up and not just over the phone. The first tutor assigned did not meet the basic criteria I provides (native english speaker with education degree). The second tutor did not meet any of those two criteria either and the third one was a personal fitness trainer. I called for a fourth time and was told we can fox it, at this point I feel they are purposely matching with people I will say no to so that I can be blamed for not using the hours.Business Response
Date: 12/07/2022
Please see the attached documents for Varsity's response
Varsity is in receipt of the Complaint (as defined above) filed by Mr. ****** on November 25, 2022. This
letter shall serve as Varsity’s response to the matters raised in the Complaint; however, please note that
the parties have already reached an amicable resolution that fully resolves any and all issues in the
Complaint.
By way of background, Varsity is a live learning platform that, among other things, seamlessly connects
experts and learners in any subject, anywhere, at any time. This includes connecting students with
tutoring, academic enrichment, and test-preparation needs with vetted, independently contracted tutors
and test instructors who provide those services directly to students (not Varsity), either in person or
online, at times and locations agreed upon between them (such as a library or coffee shop, in the student’s
home, etc), as Varsity does not have any physical locations for tutoring or instruction.1 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 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
1 Although, in light of the COVID-19 pandemic, the in-person option is not currently offered; however, it was an
available option to tutors and students assuming both were willing to meet in person until on or around mid-March,
2020.
Complaint # ********
Page 2
(the “TOCAU”) to reinforce the process. In fact, the potential customers/students must review and sign
the TOCAU and acknowledge the policies before they ever engage in the services of a tutor through
Varsity’s platform. Varsity’s website is also critical in setting these expectations and explaining the
process and how it works, in addition to setting forth the terms of any guarantees, located at
***********************************************
Regarding Mr. ****** specifically and according to Varsity’s records, Mr. ****** first contacted Varsity
in November 2022 in order to be matched with an online tutor. On November 20, 2022 Mr. ******
purchased a Learning Membership for use on Varsity’s platform, which is a comprehensive solution that
provides multimodal learning services to help customers achieve their learning goals. A Learning
Membership entitles customers to set a 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 would include four (4) hours each month for
use with one-on-one tutoring through the platform. Mr. ****** executed the TOCAU on November 20,
2022. On November 22, 2022, Mr. ****** indicated to Varsity that he was unhappy with the services
received to date and indicated that he wanted to cancel the Learning Membership. At the time the
Complaint was received, Varsity had already communicated with Mr. ****** and processed the
cancellation of the Learning Membership.
Please consider this Varsity’s response to the Complaint (which, at this time, Varsity considers to have
been resolved). Varsity is proud to be an affiliate of the BBB and values the relationship. If you have any
questions or comments, or would like to further discuss, please do not hesitate to contact me.Customer Answer
Date: 12/07/2022
Complaint: ********
I am rejecting this response because:They provided 3 different tutors that did not meet the criteria we agreed upon and would have been unable to complete 1 hour a week since we lost a week. I did not cancel on 22 November, I requested cancelation and a refund on 24 November. I was lied that I will have a say in the selection of tutor instead they assign me a personal trainer to teach 5th grade readingI did not use the services and did not receive a refund.
Sincerely,
******* ******Business Response
Date: 12/21/2022
To be clear, at the time of the Complaint, Varsity had already communicated with Mr. ****** and processed his request to cancel the Learning Membership (as indicated in Varsity’s initial reply to the complaint, dated December 7, 2022). Although Mr. ****** indicates in his December 8, 2022, rejection that he “did not receive a refund” for the first month of his Learning Membership, Varsity notes that a full refund was not part of the desired settlement indicated in the Complaint (which simply stated “Contact by the Business”). Nonetheless, in an effort to address the December 8, 2022, rejection and provide a resolution, Varsity decided to issue the requested refund and thus believes that the outstanding issue(s) related to the Complaint have been amicably resolved.
Please consider this Varsity’s response to the Complaint and December 8, 2022, rejection (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.
Thank you,****** *****
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