ComplaintsforVarsity Tutors LLC

Tutoring

Additional Complaint 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.

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Initial Complaint
09/11/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
My daughter enrolled with VT for 12 tutoring sessions before the SAT. Before enrolling, we discussed with the salesperson how high of an increase in test scores she could expect, pre and post tests, tailored learning, tutor, and online classes. The online classes were not made available after the session, even though she stated they would be. They guaranteed an increase of 100 points or a refund and theres a refund guarantee on their website. However the refund is only for professional testswe were duped. Needless to say, after much work she only saw an increase of 30 points. I sought and was denied a refund. The warranty information on the website says in fine print that refunds are only issued for professional tests. No refunds because SAT is not a professional test. My daughter did all that was asked of her and was extremely disappointed in the score. And now no refund when we were told that there would be if goals were not met. Very disappointed with this program.
Business response
09/16/2024
Varsity is in receipt of the Complaint filed by *********************************. Varsity contacted ********************** upon its receipt of the Complaint and ultimately chose to provide a resolution that was satisfactory to her. Accordingly, it is Varsitys understanding that the matter has been resolved amicably. 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 feel welcome to contact us.
Customer response
09/18/2024
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. A full refund was provided.

Sincerely,

*********************************
Initial Complaint
09/10/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I purchased this course in June 24, met once with an advisor. Then continually was having to reschedule dates, and inconsistencies of meeting times. I reached out to Varsity Tutors today (9/10/24), to be told we will adjust the schedule and extend. I asked for a refund, told it was non-refundable. Total of $2256 paid and not even a consideration of any amount to be refunded. Unprofessional, in my opinion.
Business response
09/13/2024
Varsity is in receipt of the Complaint filed by *************************. Varsity contacted ******************** upon its receipt of the Complaint and ultimately chose to provide a resolution that was satisfactory to him. Accordingly, it is Varsitys understanding that the matter has been resolved amicably. 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 feel welcome to contact us.
Customer response
09/17/2024
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. They refunded as was requested.

Sincerely,

*************************
Initial Complaint
09/10/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I signed my daughter up for one;one tutoring for the math portion of the SAT. I paid $529 for 8 one-hour sessions to be taken over the course of a month. It took a week (not 1 -2 days as promised) to get assigned at tutor. That tutor then canceled several sessions; in the space of 3 and half weeks, she was able to take just one session. When i contacted Varsity Tutors, they assigned me to another tutor (which took about 2-3 days). That tutor then proposed a session, then cancelled it 20 minutes later. When I contacted Varsity Tutors about this, they said the would reach out to the tutor and help get sessions scheduled. About an hour later, I got a message that ALL my sessions with tutor #2 were cancelled and they were looking for tutor #3 (again likely a delay of 2-3 days). This is my daughter's last opportunity to take the SAT which is now just three weeks away. We have wasted four weeks of prep time and been charged $529 for one session (although customer service did say they would "put in a request" to credit me back). I turned to this company for help and my daughter's progress has been actively harmed by this confusion and delay.
Business response
09/16/2024
Varsity is in receipt of the Complaint filed by *****************************. Although Varsitys attempt to make contact with ************************ in response to the Complaint has gone unanswered, Varsity has effectuated what it believes to be an amicable resolution, and remains willing to discuss the Complaint with ************************ should she wish to do so. 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 feel welcome to contact us.
Customer response
09/17/2024
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. While Varsity Tutors has not attempted to "reach out to me with no response" other than through automated messages "asking how they've done", through my efforts to further discuss this situation with them, a resolution has been reached.

Sincerely,

*****************************
Initial Complaint
09/10/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Several years ago, I purchased a block of tutoring hours for my oldest daughter, which we used for online tutoring services. We were satisfied with the services. Over the years I purchased additional hours and used them in the same fashion for my two younger daughters. The last session we used was in May 2024. On June 6, 2024 I was charged $579 for eight hours of tutoring, which I did not request or authorize. We were not using tutoring services at this time, so there was no need to request additional hours. In fact, I was not even advised via email, phone, etc. This occurred Again on July 6, August 6, and September 6. September 6 I went to the app and clicked the check my membership plan button which resulted in an error page after multiple attempts. There is no link or contact information for help other than a chatbot for text on the app.. I attempted to use that, but that was unsuccessful. I googled the business and found an 800 number for customer service which I called also on September 6. I spoke to a service *** who informed me that the company no longer allows people to purchase blocks of hours as needed. It is now a subscription only service. Furthermore, even though I had been charged four times from June to September, each time for $579 each time for eight hours - so theoretically should have built up a bank of 32 hours The ***resentative said they now have a use it or lose it policy, and there is no rollover from one month to another. When I again reiterated that I had never been advised of this change nor approved being on this new plan, she responded that I had agreed to these terms and conditions when I signed up. I explained when I signed up five years ago, this was not the plan and these were not terms and conditions I agreed to. If I were a new member and these were the new terms, that is one thing, but to automatically convert a customer without notice or approval and begin automatically charging a credit card without authorization is wrong.
Business response
09/16/2024
Varsity is in receipt of the Complaint filed by *************************. Although Varsitys attempt to make contact with ******************** in response to the Complaint has gone unanswered, Varsity has effectuated what it believes to be an amicable resolution, and remains willing to discuss the Complaint with *** *************;should she wish to do so. 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 feel welcome to contact us.
Customer response
09/17/2024
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
09/05/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
My daughter's subscription for tutoring auto-renewed on September 4, 2024. Unfortunately, when I called to receive a refund it was determined the account was in my child, a minor's name. The terms of use document and "agreement to pay" for services throughout this entire relationship was labeled in and provided to a minor. I am disappointed that sales made it sound like it was not an issue to only have for 3 months, was not up front about the autorenewal terms, that cancellation cannot be completed online - but more so that as a parent I was unable to see any of these terms. While we each called customer service again today 2 of the 3 reps (one was kind and helpful) tried to talk us into not canceling, one rep also to a minor. While we were able to finally cancel and have an email confirming that the refund for the current month that will not be accessed will be refunded, I am requesting a refund for the past 3 months as the terms were never agreed upon by a parent and a seventeen year old is not able to consent to these terms. At the very least, it should have been provided to her parent.
Customer response
09/06/2024
The sales individual did request an adult be present on the phone during the sales call. It was very much a sales call where a lot of time was spent trying to sell portions of the platform we did not need. That noted, it was very clear that the sole reason she wanted to use the services was in anticipation of the August SAT. In fact, the call ended noting how she was confident this would boost her SAT score at a particular university. She was very clear she was a high school senior. When I called customer service, they noted the account and terms of use should have been in my name. They were not - they were sent to her directly. I have attached them here.
Customer response
09/06/2024
The sales individual did request an adult be present on the phone during the sales call. It was very much a sales call where a lot of time was spent trying to sell portions of the platform we did not need. That noted, it was very clear that the sole reason she wanted to use the services was in anticipation of the August SAT. In fact, the call ended noting how she was confident this would boost her SAT score at a particular university. She was very clear she was a high school senior. When I called customer service, they noted the account and terms of use should have been in my name. They were not - they were sent to her directly. I have attached them here.
Business response
09/10/2024
Varsity is in receipt of the Complaint filed by ***********************. Although Varsitys attempt to make contact with **************** in response to the Complaint has gone unanswered, Varsity has effectuated what it believes to be an amicable resolution, and remains willing to discuss the Complaint with *** ***********;should she wish to do so. 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 feel welcome to contact us.
Customer response
09/11/2024
Better Business Bureau:

I likely did not know the phone number trying to contact me, which is why I did not respond, however 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
09/04/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
June 12, 2024, I signed up for am online tutor for my daughter. I told the representative I would only need the classes for two weeks as summer classes were ending. Varsity Tutors continued to charge me $600 for two additional months. I failed to realize the additional charges until the end of August in which I was informed that I never canceled. I requested a refund and was denied and now I'm learning that we can't even use the sessions that were payed for.Although I wished I could get back my money because I'm paying college tuition alone, but to not even be able to use the sessions that were paid for is ridiculous.
Business response
09/10/2024
Varsity is in receipt of the Complaint filed by *************************. Although Varsitys attempts to make contact with ************************;in response to the Complaint have gone unanswered, Varsity has effectuated what it believes to be an amicable resolution, and remains willing to discuss the Complaint with ****** should they wish to do so. 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 feel welcome to contact
Customer response
09/11/2024
Hello,
I have spoken with a representative at Varsity Tutors and the complaint has been resolved. I am satisfied with the outcome.
Thank you for your assistance.
Respectfully,
Chakia Fennoy
Initial Complaint
08/30/2024
Complaint Type:
Billing Issues
Status:
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.
Dear BBB,I am writing to file a complaint against Varsity Tutors regarding a billing issue and unfulfilled promises related to tutoring services for my daughter, ************************************ May and June of this year, my credit card was charged $1,298.00 by Varsity Tutors for tutoring services that my daughter did not use. Upon contacting Varsity Tutors about this discrepancy, I was assured over the phone that the unused amount would be credited to my daughters account for her future use when she returned to college in the fall.However, now Varsity Tutors is reneging on this promise and refusing to provide the credit as previously agreed. This situation is both frustrating and unacceptable, as I have paid for services that were never rendered and now face the challenge of reclaiming the funds or receiving the promised credit.I respectfully request the BBB's assistance in resolving this matter. I seek a full credit for the unused tutoring hours to my daughters account as was initially promised by Varsity Tutors.Thank you for your time and attention to this matter.Sincerely,*******************************
Business response
09/10/2024
Varsity is in receipt of the Complaint filed by *******************************. Although Varsitys attempt to make contact with ******************** in response to the Complaint has gone unanswered, Varsity has effectuated what it believes to be an amicable resolution, and remains willing to discuss the Complaint with ******************** should she wish to do so. 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 feel welcome to contact us.
Initial Complaint
08/23/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I booked 8 tutoring classes for my daughter to prep her for an SAT scheduled in 1 month from the start of tutoring.I received an email from Varsity asking to sign a document agreement for booking the classes as soon as possible otherwise they cannot schedule the tutor. I did sign that and paid for the 8 classes.It turned out that the document was some Form of membership where they charge you $529 every month for the 8 tutoring classes. There was no mention of membership or autopay in the recorded conversations with the phone rap for the business nor in the email they urged me to sign the document otherwise they will not schedule the tutoring lessons. When I saw they charged me for another 8 lessons I called the business Varsity and ask for cancellation and refund. They refused and even refused to acknowledge the absurdity of such a autopay for something I needed just one time which I clearly stated. I spend hours on the phone where the billing person just tried to convince me my daughter needs classes through the year. Refused to allowed me to talk to her supervisor. I believe this is a fraudulent practice to enroll people in autopay without clearly describing that and sending emails to blackmail them to sign the document asap because otherwise tutoring cannot be scheduled.
Business response
08/29/2024
Varsity is in receipt of the Complaint filed by ***************************. Varsity has effectuated what it believes to be an amicable resolution, and remains willing to discuss the Complaint with ************** should she wish to do so. 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 feel welcome to contact us.
Customer response
08/29/2024
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
08/22/2024
Complaint Type:
Product Issues
Status:
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.
Business apparently has 'auto' debiting customer account. Once my daughter tuition sessions were over, following month, I was changed with $579.00 on June 18th, 2024. I have since called about 4 time, requesting refund, instead, the company has extended the hours. My daughter has no need for additional tutoring sessions. I simply want refund.
Business response
08/29/2024
Varsity is in receipt of the Complaint filed by ***********************. Although Varsitys attempt to make contact with ************** in response to the Complaint has gone unanswered, Varsity has effectuated what it believes to be an amicable resolution, and remains willing to discuss the Complaint with ************** should he wish to do so. 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 feel welcome to contact us.
Initial Complaint
08/14/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
4/22/2024 $329 Paid Varsity Tutors for one month tutoring for my son to prepare for SAT test at end of May 2024 Varsity Tutors continued to bill my Chase **** credit card fraudulently for the next three months.5/22/2024 $.329 6/22/2024 $329 7/21/2024 $329 I spoke to representative at Varsity Tutors and they refused to reimburse me. I have blocked any further Varsity Tutor charges on Chase **** card and in process of disputing
Business response
08/20/2024
Varsity is in receipt of the Complaint filed by *******************. Although Varsitys attempt to connect with ************ in response to the Complaint has gone unanswered, Varsity has effectuated what it believes to be an amicable resolution, and remains willing to discuss the Complaint with ************ should he wish to do so. 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 feel welcome to contact us.
Customer response
08/22/2024
Varsity Tutors has reimbursed me my money. We can close this issue. Thank-you. *******************

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