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:11/08/2024

  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 signed up and paid for a month of service with a specified amount of sessions.Varsity Tutors contacted me by phone after non-use during the first month (October 2023)I told the representative to cancel the service since my daughter was not using it.I discovered on November 4, 2024 that Varsity Tutors had been charging $329 per month since November 2023. I filed a dispute with credit card company that is still pending.I appealed to Varsity Tutors but their customer experience department only refunded the November 2024 charge. They refused to refund charges from November 2023-October 2024.I was not aware that it was a subscription service, otherwise I would have declined the service. Furthermore, i indicated verbally via telephone that I did not want to continue with the service since my daughter was not using the service.

  

  Business Response

  Date: 11/22/2024

  Varsity is in receipt of the Complaint filed by ****** *******. Varsity contacted Mr. ******* upon its receipt of the Complaint and worked with him to ultimately 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 Answer

  Date: 12/01/2024

  Varsity Tutors responded promptly and provided a satisfactory resolution.

• Initial Complaint

  Date:11/07/2024

  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.

  October 29, 2024 I purchased a package for tutoring and was told I would get matched with a tutor as soon as possible for help with homework. Schedules consistently not aligned with what I stated. Cancelled sessions all of a sudden. Never told me their refund policy and now refusing to give me a refund. THEY ARE TERRIBLE

  

  Business Response

  Date: 11/12/2024

  Varsity is in receipt of the Complaint filed by ***** ***********. Varsity contacted Ms. *********** 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 Answer

  Date: 11/13/2024

  Complaint: 22525157
  
  I have reviewed the business' response and am rejecting it because:
  
  They will not give me the refund I am requesting. That would be the resolution I would be satisified with. They offered me 6 months to finish the tutoring that I have paid for and I said that was fine if they would not give me my money back, but what I really want as a response from that company is my money back because its been two weeks and I still have not received any tutoring from them.
  
  Sincerely,
  
  ***** ***********

  

  Business Response

  Date: 11/13/2024

  Please see the attached response for your consideration.

  Thank you very much!

  Customer Answer

  Date: 11/14/2024

  Complaint: 22525157
  
  I have reviewed the business' response and am rejecting it because: The person they have listed in this rebuttal isn't me. They are refunding money to  someone named ****** Au *****? My name is ***** *********** and I want a refund as well!! Someone called me yesterday and told me they would be processing the refund but I have yet to see it (I understand it can take 3-5 days) but this letter is clearly to the wrong person.

  I would like assurance that my refund will be processed. I would accept a letter uploaded here but regarding the correct person.

  
  
  
  Sincerely,
  
  ***** ***********

  Customer Answer

  Date: 11/14/2024

  I just saw that I received an email that the refund had been processed. This is the response I am looking for so I am good with the business' response. But just so they are aware, the wrong letter was uploaded into the BBB portal. 

  Thank you for your help in getting this resolved

  

  Business Response

  Date: 11/15/2024

  Varsity is in receipt of the Customer Rebuttal filed by ***** *********** and contacted her upon its receipt of the follow-up communication. it is Varsitys understanding that Ms. ************ requested resolution of a refund was ultimately issued; accordingly we believe the matter to be resolved (although Varsity remains willing to further discuss any outstanding, unresolved concerns with Ms. *********** directly should she choose to do so).

• Initial Complaint

  Date:11/05/2024

  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.

  In April and May of 2024 my son needed tutoring and I signed him up for 8 hours in April and an additional 4 hours in May. I was on the initial call with Varsity in April and at no point did the customer service representative explain that there would be a recurring monthly fee. When referring to the learning membership it was explained to me that during the time when my son still had tutoring hours left, he would be able to access their site for help. On May 25, in bold letters on his email, it said You have 1 tutoring hours available and 17 days to use them. Why would it be understood that the 4 hours would continue to be billed? The subject line of the email read Dont stop now, keep up the great work! That would mean that it would be STOPPING. I was billed $368 on June 11, July 11, Aug 11, Sept 11 and Oct 11 before I noticed. I contacted them on 11/4/24 and after several phone calls they said they would reimburse me 2 months and give my son the 20 hours due for the other months they were not reimbursing me. Unacceptable. I demand the entire $1845 back that was charged without being explained to me or to my son. There were no further correspondences from them after the May 25 email warning of the fee and my son never logged in again until yesterday to see what was going on with the account. Please help us get all of the money back. So many people on BBB have filed complaints for the same reason. Clearly Varsity Tutors is not being transparent with their charges.

  Customer Answer

  Date: 11/12/2024

  Varsity Tutors has refunded me the entire amount. I am happy with the outcomeof this complaint.

  

  Business Response

  Date: 11/12/2024

  Varsity is in receipt of the Complaint filed by ******** *******. Varsity contacted Ms. ******* 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.

  

  Business Response

  Date: 11/12/2024

  Varsity is in receipt of the Complaint filed by ******** *******. Varsity contacted Ms. ******* 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.

• Initial Complaint

  Date:11/05/2024

  Type:Product 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.

  My son, a junior in high school, bought the $299 4-hour 1-on-1 tutoring for SAT in July and only used one hour of the four. They continued to charge us for the 4 hours for August, September, and October while we were unaware. The sales associate did not mention that this was a renewing subscription and it wasn't in the confirmation email anywhere that it was a renewing subscription so he wasn't aware that it was still active. I called and they denied my request for the refund, instead offering 4 hours of services which I didn't need anymore. I just want my refund.

  Customer Answer

  Date: 11/05/2024

  I just wanted to emphasize that there was NO service that was fully used in July and no service at all used from August to October. We hope that we can fully be refunded for the 3 months of no service, a total of $897 dollars. 

  

  Business Response

  Date: 11/15/2024

  Varsity is in receipt of the Complaint filed by *********** ***. Varsity contacted Mr. *** 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 Answer

  Date: 11/22/2024

  It had been resolved

  Customer Answer

  Date: 11/22/2024

  It had been resolved

• Initial Complaint

  Date:11/04/2024

  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.

  As per the other complaints, Varsity Tutor assisted my daughter with studying for the ACT. She attended the tutoring sessions and took her ACT. She agreed to a 1 month of tutoring. It wasnt until this month that I realized they were still taking funds out of my daughters account. I contacted the company and they acknowledged that my daughter did not have any sessions and she saw that the tutoring was for the ACT. I have requested the funds back from my bank and am filing a complaint here as well. Varsity tutor is taking advantage of minors who are seeking help by enrolling them in programs that are not what is agreed. They are engaging in contracts with minors and should truly be looked for their business practices.

  

  Business Response

  Date: 11/12/2024

  Varsity is in receipt of the Complaint filed by ****** ********. Although Varsitys attempts to make contact with Ms. ******** 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 Ms. ******************** 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

  Date:11/03/2024

  Type:Product 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.

  My son received tutoring services through Varisty Tutors in October 2024. I signed up for Varisty Tutors on October 3, 2024 my son was suppose to get phonics and sound tutoring to help him with his reading. But the first session was canceled by the tutor, then the second one was canceled because of a computer error. So my son didn't have his first session until October 11, 2024. Then after that he had 2 half hour sessions on Mondays and Wednesdays so he had a total of three hours of tutoring in October. On November 1st Varisty Tutors pulled money out of my bank in the amount of ******, I called them and told them I was only suppose to be charged 248 and that I didn't even know they were going to take the money because he didn't even start until October 11th. I requested a refund and they then sent me an email and said they would refund me ****** but not the 248 because I was not eligible and they will not give me a full refund. I canceled the membership and my son never even got the tutoring services I requested to help with his phonics. Is there any way I can receive my refund of ******? Varisty Tutor said I am not eligible and they are taking my money but yet my son isn't even getting the tutoring for November 2024.

  

  Business Response

  Date: 11/11/2024

  Varsity is in receipt of the Complaint filed by ****** ********. Although Varsitys attempt to make contact (via the email attached to the account) with Ms. ******** 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 Ms. ******** 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 Answer

  Date: 11/19/2024

  This complaint was resolved. I didn't know I needed to write back thank you for your help.

• Initial Complaint

  Date:11/02/2024

  Type:Product 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 purchased membership with Varsity tutor 9/28 which is a package including study materials and 4 hours tutoring sessions. On my first tutoring section, the software collapsed and was unable to be restored. The tutor was new and not given the knowledge of platform so we tried to reach the tach together. The technical department was not reachable by ticket request in the platform during section. By the time we reached the tech department, there is only 15 mins left of the section. The tech department verified that the collapsed reasons were due to multiple device logging in. And the reason I had an iPhone and computer logged in is because the platform has no screen sharing option for iPhone. These two functions were not informed to me before I purchased the package. I also didnt get access to the study material website until my tutor sent me the link. The tutor quit not long after our session. All these made me uncomfortable proceeding with the company. However, I forgot to cancel the subscription and requested for a refund 4 days after the renewal. The company denied the refund despite that I do not have the equipment capable to proceeding with more sessions with them and was uninformed when I purchased the package. I also attempted to see if there is an in the middle option that I only get the material without tutoring section and was denied too. Furthermore I was uninformed when I purchased the package that the tutoring hours expired every month which does not fit my busy working schedule. When the first problem happened and me and the tutor were not able to solve it, I sensed something sketchy and tried to reach out to the person that sold me the package. Their staff denied multiple times.

  

  Business Response

  Date: 11/08/2024

  Varsity is in receipt of the Complaint filed by Pei **** *****. Varsity contacted Ms. ***** 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 Answer

  Date: 11/08/2024

  Dear Better Business Bureau:
  
  Thank you very much for helping. Your existence helps guide the company to respond and customer to reach the right personnel. I want to make a note of this because that is what I would want to hear at my work. ??

  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 

  I have received the October membership refund after being contacted by ***** (customer excellence manager).

  Thank you again for your help and have a wonderful upcoming weekend!

   
  Sincerely,
  **** *****

• Initial Complaint

  Date:11/01/2024

  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 paid for 4 sessions of 1 hr each to learn some bookkeeping in Quickbooks. They paired me with someone who was not a teacher in any way and did not know everything I needed to know. I called and they will not refund my money. They said they would assign someone else but havent! I do not think they have qualified tutors!!!!! I want my money returned!

  

  Business Response

  Date: 11/08/2024

  Varsity is in receipt of the Complaint filed by ***** ******. Varsity's attempt to make contact with Ms. ****** in response to the Complaint has gone unanswered, and Varsity requires additional information/details from Ms. ********************* the Complaint in order for the parties to work confirm an amicable resolution was reached. To that end, Varsity remains willing to speak with Ms. ****** regarding the matters raised in the Complaint at a time convenient for her. Ms. *************** contact Varsity's customer experience manager at the phone number that was provided to her in the email on file the account and dated November 5, 2024, to further discuss her concerns. 

• Initial Complaint

  Date:10/31/2024

  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.

  On Sep 27rd my daughter signed up for 8 sessions ($529 Varsity Tutors) of tutoring prior to her ACT exam. We double confirmed while signing up that it was a one time charge for the requested sessions only. This was confirmed by Varsity tutors and we were assured it was not subscription service. The tutoring sessions were completed and my daughter took the ACT on Oct 26th. We thought that was the end of this transaction but we found out on 27 Oct that Varsity Tutors has charged another 529$. We immediately contacted Varsity Tutors and reminded them that we specifically told them that we are not signing for scription service. While they acknowledged this and said they will raise a case for refund internally. Today they came back and said their finance department has denied the refund request. We have no use for this service since our daughter has already taken the test. My daughter did not receive any additional tutoring or access the account post her ACT exam. So NO Service was requested or provided by Varsity Tutors. Varsity Tutors have rejected our request for refund of $529 for the extra month they charged without providing a service. Charging for a service that is neither requested or provided is very unfair and deceitful business model. Kindly requesting a full refund of the unauthorized charge of $529. Chasing this ,disputing the charges etc are totally unnecessary stress for parents already stressed by college application related process.

  

  Business Response

  Date: 11/08/2024

  Varsity is in receipt of the Complaint filed by ************** **********. Although Varsitys attempts to make contact with ************** Paranjothi 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 remains willing to speak with ************** Paranjothi regarding the matters raised in the Complaint at a time convenient for them. ************** Paranjothi may contact Varsity's customer experience manager at the phone number that was provided to them in the email dated November 5, 2024, to further discuss their concerns. 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

  Date:10/31/2024

  Type:Sales and Advertising 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.

  Dear Better Business Bureau,I am writing to express my extreme disappointment and frustration with Varsity Tutors' deceptive and predatory sales tactics.On August 5th, I contacted Varsity Tutors to arrange for two hours of ACT prep tutoring for my daughter. During the phone conversation with a Varsity Tutors representative, I was informed that the total cost for the two-hour session would be $250. At no point during this conversation was I made aware of any recurring charges or ongoing subscriptions.Subsequently, my 17-year-old daughter received an email from Varsity Tutors inviting her to sign up for their online course. Again, she was not informed about any recurring charges. She proceeded to sign up and provided her credit card information, believing that she was simply registering for the two-hour tutoring ********** my dismay, I later discovered that Varsity Tutors had automatically enrolled my daughter in a recurring subscription without her knowledge or consent. This deceptive practice is not only unethical but also illegal.I urge the Better Business Bureau to investigate this matter and take appropriate action against Varsity Tutors. I believe that their predatory sales tactics are harmful to consumers, especially young individuals who may not fully understand the implications of such agreements.

  

  Business Response

  Date: 11/06/2024

  Varsity is in receipt of the Complaint filed by ******* *******. Varsity contacted Mr. ******* 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.