Complaints

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:02/01/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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.

  Company will not stop billing me: 1) My daughter was looking for help with academics as a Freshman in College. We signed her up with Varsity Tutors in Tempe in September of 2023 and paid the more expensive 1 time monthly fee of roughly $649; which came with up to 8.5 hours of tutoring for the first month. We had the option of signing up for a multi-month service at a lower monthly rate, but we specifically paid more to see if it was helpful before committing to more. After not having a good experience, and only using 3.5 hours in the first month with no success and a bad experience with one of the tutors, my daughter called to make sure we were cancelled and there would be no further services needed. 4 month later, in early January of ****, we noticed our credit card had been billed the last 3 months (4 in total), and called Varsity to try and get the charges reversed. After spending almost 90 minutes on the phone, they finally agreed to pay back the 3 months we were over charged. Two days later, they charged the credit card again. This time, I called and they stated I was being charged because we never cancelled the membership; yet they had just refunded the 3 months of previous billing 2 days prior. In short, we are having to fight to get the $649 back, we haven't used a single hour of their service since September, and my daughter did not get any value from the 2 different tutors and was offended and a little creeped out when one of the male tutors offered to have her over at 11pm so they could work directly together. Overall, I just want the money back they are charging every month. We have had many phone calls and even got 3 months credited back; yet the company is claiming we haven't cancelled the service. The credit card company is cancelling the card and issuing a new one, as this is the only way they said I can protect against future unauthorized charges.

• Initial Complaint

  Date:07/19/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 signed me up for a 12-hour session for a 1 time payment of $1,429, I have evidence that this was the agreement. They charged me twice. When I asked for a refund for the second payment, they cancelled all of *********** hours even though I had not used the hours yet. They took $1,429 on June 12th, 2023 and did not provide any services. I have called and emailed everyday for weeks and can't get ahold of anyone.