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:03/16/2023

  Type:Billing 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.

  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,
  
  
  
  *** *** ***otifying me that my subscription has been cancelled, by subscription had not been cancelled on February 15th and they charged me again. If this is not an earnest mistake, this looks very sinister. For sure I deserve an immediate refund for this transaction since they told me on February 15th that no further charges will happen, in writing. I also want them to expunge my credit card information and once and for all cancel the subscription that is still alive on their website.
  
  For the foregoing reason, I am reaching out to seek help in getting a refund of 480.375+ 579 = $ 1059.375 from VT. Thank you.

  

  Business Response

  Date: 03/21/2023

  Please see attached response. Thank you!

  
  Dear Sir or Madam:
  Varsity is in receipt of the Complaint (as defined above) filed by Mr. *** on March 16, 2023. This letter
  shall serve as Varsity’s response to the matters raised in the Complaint; however, please note that the
  parties have already reached an amicable resolution that fully resolves any and all issues in the
  Complaint.
  By way of background, Varsity is a live learning platform that, among other things, seamlessly connects
  experts and learners in any subject, anywhere, at any time. This includes connecting students with
  tutoring, academic enrichment, and test-preparation needs with vetted, independently contracted tutors
  and test instructors who provide those services directly to students (not Varsity) online, on dates and at
  times agreed upon between them. Varsity’s platform also offers customers/students several different
  choices for how to engage with tutors, instructors, experts, and professionals including one-on-one
  (between one tutor and student), small group tutoring (between one tutor or instructor and a small group
  of selected students), group courses (with one tutor or instructor leading a session with a large number of
  participants), or combinations of the above. Customers/students of the platform can also get immediate,
  live, one-on-one tutoring or instruction in more than 100 subjects in as little as 15 seconds by connecting
  with a tutor through the Instant Tutoring feature on Varsity’s platform. In 2022, Varsity began offering
  Learning Memberships, which is a comprehensive solution that provides multimodal learning services to
  help customers achieve their learning goals. As independent contractors, the tutors, instructors, and
  experts who offer their services through the platform (in any capacity) have their own materials, styles,
  and methods as indicated on every page of Varsity’s website (*********************).
  In addition to the above, Varsity has expanded its offerings through its platform to include Professional
  Certifications. The Professional Certifications offering connects customers/students with tutors and/or
  instructors to assist in various professional certification tests (such as NCLEX or SHRM-SCP, among
  others), in a one-on-one format or group format. As independent contractors, the tutors, instructors, and
  experts who offer their services through the platform (in any capacity) have their own materials, styles,
  and methods as indicated on every page of Varsity’s website.
  Varsity highlights its policies on the website and attempts to set realistic expectations with the potential
  customers/students who seek to be matched with a contracted tutor, instructor, or expert through Varsity’s
  online platform. Varsity is transparent about its services and uses its Terms of Customer Accounts Use
  (the “TOCAU”) to reinforce the process. In fact, the potential customers/students must review and sign
  the TOCAU and acknowledge the policies before they ever engage in the services of a tutor through
  Complaint # ********
  Page 2
  Varsity’s platform. Varsity’s website is also critical in setting these expectations and explaining the
  process and how it works, in addition to setting forth the terms of any guarantees, located at
  ***********************************************
  Regarding Mr. *** specifically and according to Varsity’s records, Mr. *** first contacted Varsity in
  February in order to be matched with an online tutor. On February 13, 2023, Mr. *** purchased a
  Learning Membership for use on Varsity’s platform. A Learning Membership entitles customers to a set
  number of live one-on-one tutoring hours per month on a recurring monthly basis, in addition to
  enrollment in certain live classes through the Varsity platform, among other benefits. Mr. ***'s Learning
  Membership was on a month-to-month basis and would include eight (8) hours each month for use with
  one-on-one tutoring through the platform. Mr. *** executed the TOCAU on February 13, 2023 and,
  thereafter, one (1) session was invoiced to Mr. *** account by his tutor. On February 15, 2023, Mr. ***
  indicated to Varsity that he did not wish to continue with the Learning Membership for the remainder of
  the term, and he preferred to cancel it and receive a refund for the hours which had already been paid but
  had not been used. While the request for cancellation of the Learning Membership was granted because it
  was made within the 30-day window, the request for refund was initially denied pursuant to the terms set
  forth in the TOCAU. Varsity contacted Mr. *** upon its receipt of the Complaint and ultimately chose to
  provide a resolution that was satisfactory to Mr. ***.
  Please consider this Varsity’s response to the Complaint (which, at this time, Varsity considers to have
  been resolved). Varsity is proud to be an affiliate of the BBB and values the relationship. If you have any
  questions or comments, or would like to further discuss, please do not hesitate to contact me

• Initial Complaint

  Date:03/12/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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,
  
  *************************************

  

  Business Response

  Date: 03/20/2023

  ******************************************************************************************** | www.varsitytutors.com
  
  March 20, 2023
  
  Better Business Bureau
  ***********************************************************************
  
  Re: Complaint #******** (the Complaint) ************************************* (************************)
  Varsity Tutors LLCs (Varsity) Response to the Complaint
  
  Dear Sir or Madam:
  
  Varsity is in receipt of the Complaint (as defined above) filed by ************************ on March 12, 2023
  (and of which Varsity was made aware on March 13, 2023). This letter shall serve as Varsitys
  response to the matters raised in the Complaint; however, please note that the parties have already
  reached an amicable resolution that fully resolves any and all issues in the Complaint.
  
  By way of background, Varsity is a live learning platform that, among other things, seamlessly
  connects experts and learners in any subject, anywhere, at any time. This includes connecting
  students with tutoring, academic enrichment, and test-preparation needs with vetted, independently
  contracted tutors and test instructors who provide those services directly to students (not Varsity)
  online, on dates and at times agreed upon between them. Varsitys platform also offers
  customers/students several different choices for how to engage with tutors, instructors, experts, and
  professionals including one-on-one (between one tutor and student), small group tutoring (between
  one tutor or instructor and a small group of selected students), group courses (with one tutor or
  instructor leading a session with a large number of participants), or combinations of the above.
  Customers/students of the platform can also get immediate, live, one-on-one tutoring or instruction in
  more than *************** as little as 15 seconds by connecting with a tutor through the Instant
  Tutoring feature on Varsitys platform. In 2022, Varsity began offering Learning Memberships, which
  is a comprehensive solution that provides multimodal learning services to help customers achieve
  their learning goals. As independent contractors, the tutors, instructors, and experts who offer their
  services through the platform (in any capacity) have their own materials, styles, and methods as
  indicated on every page of Varsitys website (www.varsitytutors.com).
  
  In addition to the above, Varsity has expanded its offerings through its platform to include
  Professional Certifications. The Professional Certifications offering connects customers/students with
  tutors and/or instructors to assist in various professional certification tests (such as NCLEX or
  SHRM-SCP, among others), in a one-on-one format or group format. As independent contractors, the
  tutors, instructors, and experts who offer their services through the platform (in any capacity) have
  their own materials, styles, and methods as indicated on every page of Varsitys website.
  
  Varsity highlights its policies on the website and attempts to set realistic expectations with the
  potential customers/students who seek to be matched with a contracted tutor, instructor, or expert
  through Varsitys online platform. Varsity is transparent about its services and uses its Terms of
  Customer Accounts Use (the ****** to reinforce the process. In fact, the potential
  Complaint # ********
  Page 2
  customers/students must review and sign the ***** and acknowledge the policies before they ever
  engage in the services of a tutor through Varsitys platform. Varsitys website is also critical in setting
  these expectations and explaining the process and how it works, in addition to setting forth the terms
  of any guarantees, located at ***************************************************.
  
  Regarding ************************ specifically and according to Varsitys records, Mr. *********** mother,
  *****************************, first contacted Varsity in September 2022 in order for ************************ to be
  matched with an online tutor. ********************** established an account on Varsitys platform and
  executed the ***** on September 20, 2022. Since that time, ************************ has received ongoing
  tutoring support through (according to the invoices submitted to the account). On March 13, 2023,
  ************************ requested reinstatement of the 15 minutes that had been deducted from the account as
  the result of an instant tutoring session. Accordingly, Varsity was already in contact with Mr.
  Ciccosanti at or around the same time the Complaint was filed, and ultimately chose to provide a
  resolution that was satisfactory to *************************
  
  Please consider this Varsitys response to the Complaint (which, at this time, Varsity considers to
  have been resolved). Varsity is proud to be an affiliate of the BBB and values the relationship. If you
  have any questions or comments, or would like to further discuss, please do not hesitate to contact
  me.
  
  Regards,
  
  
  ***********************
  Senior Corporate Paralegal
  p: ************** | f: **************
  e: ********************************

• Initial Complaint

  Date:03/10/2023

  Type:Billing 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.

  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,
  
  *********************Tutors knew there is an exception in my purchase, but they refuse to admit it now.At last, even if Varsity Tutors plan to expire my hours, they should tell me in advance, at least give me a chance to use those hours.I am very disappointed with Varsity tutors, not professional at all. I request they refund me the money of those 16 tutor hours , which is $1000.

  

  Business Response

  Date: 03/17/2023

  Please see attached response. Thank you!

  Varsity is in receipt of the Complaint (as defined above) filed by ******** on March 10, 2023. This letter
  shall serve as Varsitys response to the matters raised in the Complaint; however, please note that the
  parties have already reached an amicable resolution that fully resolves any and all issues in the
  Complaint.
  By way of background, Varsity is a live learning platform that, among other things, seamlessly connects
  experts and learners in any subject, anywhere, at any time. This includes connecting students with
  tutoring, academic enrichment, and test-preparation needs with vetted, independently contracted tutors
  and test instructors who provide those services directly to students (not Varsity) online, on dates and at
  times agreed upon between them. Varsitys platform also offers customers/students several different
  choices for how to engage with tutors, instructors, experts, and professionals including one-on-one
  (between one tutor and student), small group tutoring (between one tutor or instructor and a small group
  of selected students), group courses (with one tutor or instructor leading a session with a large number of
  participants), or combinations of the above. Customers/students of the platform can also get immediate,
  live, one-on-one tutoring or instruction in more than *************** as little as 15 seconds by connecting
  with a tutor through the Instant Tutoring feature on Varsitys platform. In 2022, Varsity began offering
  Learning Memberships, which is a comprehensive solution that provides multimodal learning services to
  help customers achieve their learning goals. As independent contractors, the tutors, instructors, and
  experts who offer their services through the platform (in any capacity) have their own materials, styles,
  and methods as indicated on every page of Varsitys website (www.varsitytutors.com).
  In addition to the above, Varsity has expanded its offerings through its platform to include Professional
  Certifications. The Professional Certifications offering connects customers/students with tutors and/or
  instructors to assist in various professional certification tests (such as NCLEX or SHRM-SCP, among
  others), in a one-on-one format or group format. As independent contractors, the tutors, instructors, and
  experts who offer their services through the platform (in any capacity) have their own materials, styles,
  and methods as indicated on every page of Varsitys website.
  Varsity highlights its policies on the website and attempts to set realistic expectations with the potential
  customers/students who seek to be matched with a contracted tutor, instructor, or expert through Varsitys
  online platform. Varsity is transparent about its services and uses its Terms of Customer Accounts Use
  (the TOCAU) to reinforce the process. In fact, the potential customers/students must review and sign
  the TOCAU and acknowledge the policies before they ever engage in the services of a tutor through
  Complaint #********
  Page 2
  Varsitys platform. Varsitys website is also critical in setting these expectations and explaining the
  process and how it works, in addition to setting forth the terms of any guarantees, located at
  ***************************************************.
  Regarding ******** specifically and according to Varsitys records, ******** first contacted Varsity in May
  2019 in order to be matched with an online tutor. ******** made three (3) separate purchases through
  Varsitys platform (May 22, 2019; June 5, 2019; and September 5, 2019; respectively), and executed a
  TOCAU on May 22, 2019. Between May 23, 2019, and September 22, 2021, ******** received ongoing
  tutoring support from his tutors (according to the invoices submitted to Mr. *** account). At the time of
  Mr. *** last invoiced session on September 22, 2021, ***** hours remained on the account (and the
  hours expired on September 2, 2022, in accordance with the ******* Varsity received no further
  communication from ******** until February 3, 2023, when ******** contacted Varsity and indicated he was
  unaware that the ***** hours that remained on his account as of September 2021 would expire. As set
  forth in the TOCAUs, purchased hours expire one year after the date of purchase; thus, Mr. *** request
  falls well outside of that time-period. Nonetheless, Varsity contacted ******** upon receipt of the
  Complaint to communicate that the expired hours had been restored to his account, which Varsity believes
  to be a fair and amicable resolution. The credited hours are available in Mr. *** account for his use on
  Varsitys platform at his discretion.
  Please consider this Varsitys response to the Complaint (which, at this time, Varsity considers to have
  been resolved). Varsity is proud to be an affiliate of the BBB and values the relationship. If you have any
  questions or comments, or would like to further discuss, please do not hesitate to contact me

• Initial Complaint

  Date:03/03/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After filing my complaint with the BBB, Varsity Tutors finally decided to refund my money.

• Initial Complaint

  Date:03/02/2023

  Type:Product 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.

  February 27, 2023 I called to cancel my membership because I had no tutoring session since I signed up on February 15th. Tried to reach out to tutor with no response. I emailed days before the 27th to cancel and sent texts. They asked if we could set up a call to fix the issues of not having any tutoring sessions. I said yes set up a call and they never called on agreed time. On the 27 I called them and they said it was canceled and I would get notification of my refund ($299) and cancellation in 48-72 hours later. 6 days later I called back (March 2) and asked what was going on. I am now getting the runaround and they are saying it is a two step process of canceling and getting a refund. But yet 6 days later neither has been handled. Now they say this time it will be 24 hours to hear about a refund.

  

  Business Response

  Date: 03/07/2023

  *** ** ****** ***** ***** *** * *** ****** ** ***** * *********************
  
  ***** ** ****
  
  ****** ******** ******
  *** ** ********* **** ****
  *** ****** ** *****
  
  Re: Complaint #******** **** ************ * ******** ******* ***** *********
  Varsity Tutors LLC’s (“Varsity”) Response to the Complaint
  
  Dear Sir or Madam:
  
  Varsity is in receipt of the Complaint (as defined above) filed by Ms. ******* on March 2, 2023. This
  letter shall serve as Varsity’s response to the matters raised in the Complaint; however, please note that the
  parties have already reached an amicable resolution that fully resolves any and all issues in the
  Complaint.
  
  By way of background, Varsity is a live learning platform that, among other things, seamlessly connects
  experts and learners in any subject, anywhere, at any time. This includes connecting students with
  tutoring, academic enrichment, and test-preparation needs with vetted, independently contracted tutors
  and test instructors who provide those services directly to students (not Varsity) online, on dates and at
  times agreed upon between them. Varsity’s platform also offers customers/students several different
  choices for how to engage with tutors, instructors, experts, and professionals including one-on-one
  (between one tutor and student), small group tutoring (between one tutor or instructor and a small group
  of selected students), group courses (with one tutor or instructor leading a session with a large number of
  participants), or combinations of the above. Customers/students of the platform can also get immediate,
  live, one-on-one tutoring or instruction in more than 100 subjects in as little as 15 seconds by connecting
  with a tutor through the Instant Tutoring feature on Varsity’s platform. In 2022, Varsity began offering
  Learning Memberships, which is a comprehensive solution that provides multimodal learning services to
  help customers achieve their learning goals. As independent contractors, the tutors, instructors, and
  experts who offer their services through the platform (in any capacity) have their own materials, styles,
  and methods as indicated on every page of Varsity’s website (*********************).
  
  In addition to the above, Varsity has expanded its offerings through its platform to include Professional
  Certifications. The Professional Certifications offering connects customers/students with tutors and/or
  instructors to assist in various professional certification tests (such as NCLEX or SHRM-SCP, among
  others), in a one-on-one format or group format. As independent contractors, the tutors, instructors, and
  experts who offer their services through the platform (in any capacity) have their own materials, styles,
  and methods as indicated on every page of Varsity’s website.
  
  Varsity highlights its policies on the website and attempts to set realistic expectations with the potential
  customers/students who seek to be matched with a contracted tutor, instructor, or expert through Varsity’s
  online platform. Varsity is transparent about its services and uses its Terms of Customer Accounts Use
  (the “TOCAU”) to reinforce the process. In fact, the potential customers/students must review and sign
  the TOCAU and acknowledge the policies before they ever engage in the services of a tutor through
  Complaint # ********
  Page 2
  Varsity’s platform. Varsity’s website is also critical in setting these expectations and explaining the
  process and how it works, in addition to setting forth the terms of any guarantees, located at
  ***********************************************
  
  Regarding Ms. ******* specifically and according to Varsity’s records, Ms. ******* first contacted Varsity
  in February in order to be matched with an online tutor. On February 14, 2023, Ms. ******* purchased a
  Learning Membership for use on Varsity’s platform. A Learning Membership entitles customers to a set
  number of live one-on-one tutoring hours per month on a recurring monthly basis, in addition to
  enrollment in certain live classes through the Varsity platform, among other benefits. Ms. *******’s
  Learning Membership was for a period of six (6) months, and would include four (4) hours each month
  for use with one-on-one tutoring through the platform. Ms. ******* executed the TOCAU on February 14,
  2023. On February 27, 2023, Ms. ******* indicated to Varsity that she did not wish to continue with the
  Learning Membership, and she preferred to cancel it and receive a refund. Upon receipt of the Complaint,
  Varsity contacted Ms. ******* via email and provided a link that she could have used to schedule a time to
  speak with Varsity’s representatives regarding the issues raised in the Complaint, although as of the date
  of this response no such call has been scheduled; nonetheless, Varsity has already provided what it
  believes to be an amicable resolution and remains further willing to address any outstanding issues with
  Ms. *******.
  
  Please consider this Varsity’s response to the Complaint (which, at this time, Varsity considers to have
  been resolved). Varsity is proud to be an affiliate of the BBB and values the relationship. If you have any
  questions or comments, or would like to further discuss, please do not hesitate to contact me.
  
  Regards,
  
  
  ****** *****
  ****** ********* *********
  ** ***** ******** * ** ***** ********
  ** ***************************

• Initial Complaint

  Date:03/02/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The company resolved my complaint. 

  

  Business Response

  Date: 03/09/2023

  101 ******************************, Suite 300 | ****************************** | www.varsitytutors.com
  
  March 9, 2023
  
  Better Business Bureau
  200 ***********, Ste. 2060
  *********, ** 63105
  
  Re: Complaint #******** (the Complaint) Enix ******** (********************)
  Varsity Tutors LLCs (Varsity) Response to the Complaint
  
  Dear Sir or Madam:
  
  Varsity is in receipt of the Complaint (as defined above) filed by ******************** on March 2, 2023. This
  letter shall serve as Varsitys response to the matters raised in the Complaint; however, please note that the
  parties have already reached an amicable resolution that fully resolves any and all issues in the
  Complaint.
  
  By way of background, Varsity is a live learning platform that, among other things, seamlessly connects
  experts and learners in any subject, anywhere, at any time. This includes connecting students with
  tutoring, academic enrichment, and test-preparation needs with vetted, independently contracted tutors
  and test instructors who provide those services directly to students (not Varsity) online, on dates and at
  times agreed upon between them. Varsitys platform also offers customers/students several different
  choices for how to engage with tutors, instructors, experts, and professionals including one-on-one
  (between one tutor and student), small group tutoring (between one tutor or instructor and a small group
  of selected students), group courses (with one tutor or instructor leading a session with a large number of
  participants), or combinations of the above. Customers/students of the platform can also get immediate,
  live, one-on-one tutoring or instruction in more than 100 subjects in as little as 15 seconds by connecting
  with a tutor through the Instant Tutoring feature on Varsitys platform. In 2022, Varsity began offering
  Learning Memberships, which is a comprehensive solution that provides multimodal learning services to
  help customers achieve their learning goals. As independent contractors, the tutors, instructors, and
  experts who offer their services through the platform (in any capacity) have their own materials, styles,
  and methods as indicated on every page of Varsitys website (www.varsitytutors.com).
  
  In addition to the above, Varsity has expanded its offerings through its platform to include Professional
  Certifications. The Professional Certifications offering connects customers/students with tutors and/or
  instructors to assist in various professional certification tests (such as NCLEX or SHRM-SCP, among
  others), in a one-on-one format or group format. As independent contractors, the tutors, instructors, and
  experts who offer their services through the platform (in any capacity) have their own materials, styles,
  and methods as indicated on every page of Varsitys website.
  
  Varsity highlights its policies on the website and attempts to set realistic expectations with the potential
  customers/students who seek to be matched with a contracted tutor, instructor, or expert through Varsitys
  online platform. Varsity is transparent about its services and uses its Terms of Customer Accounts Use
  (the *****) to reinforce the process. In fact, the potential customers/students must review and sign
  the ***** and acknowledge the policies before they ever engage in the services of a tutor through
  Complaint #********
  Page 2
  Varsitys platform. Varsitys website is also critical in setting these expectations and explaining the
  process and how it works, in addition to setting forth the terms of any guarantees, located at
  ***************************************************.
  
  Regarding ******************** specifically and according to Varsitys records, ******************** first contacted
  Varsity in November 2022 in order to be matched with an online tutor. On November 14, 2022, Ms.
  ******** purchased a Learning Membership for use on Varsitys platform. A Learning Membership
  entitles customers to a set number of live one-on-one tutoring hours per month on a recurring monthly
  basis, in addition to enrollment in certain live classes through the Varsity platform, among other benefits.
  Ms. Quarantis 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 ***** on
  November 14, 2022. During the Learning Membership, two (2) sessions were invoiced to Ms. ******************** by her tutor. On January 31, 2023, ******************** indicated to Varsity that she did not wish to
  continue with the Learning Membership for the remainder of the term, and she preferred to cancel it and
  receive a refund for the month of January (which had already been paid). While the request for
  cancellation of the Learning Membership was granted, the request for refund was initially denied pursuant
  to the terms set forth in the *****. Varsity contacted ******************** upon its receipt of the Complaint and
  ultimately chose to provide a resolution that was satisfactory to *********************
  
  Please consider this Varsitys response to the Complaint (which, at this time, Varsity considers to have
  been resolved). Varsity is proud to be an affiliate of the BBB and values the relationship. If you have any
  questions or comments, or would like to further discuss, please do not hesitate to contact me.
  
  Regards,
  
  
  ***********************
  Senior Corporate Paralegal
  p: ************** | f: **************
  e: ********************************

• Initial Complaint

  Date:03/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up on a Monday 2/20/23 and spoke to a sales person. I gave them a lot of details and signed up for a monthly plan with 2 sessions a week - cost $579 a month. The person assured me that I would get everything that I asked for, I was specific that we wanted a woman and set up timing (monday's and wednesdays at 3:30 p.m. PST). I never used the service. I didn't hear anything until Thursday, when I received meeting request for ongoing sessions for tutoring sessions at 6 p.m. on a Fridays with a male tutor. I checked with the tutor and this was their response, "I am only a $15/hour tutor. I didn't have any input in scheduling." Further questions with this tutor and with their support staff were very unprofessional.
  
  I tried several times to reschedule and contact new people and was showered with reminders and texts. I chatted with someone and it became clear that this was not the solution for me or my family so I canceled any appointments and asked for a refund 2/24/23. I asked for a refund with a chat to my account manager. I asked for cancelation and refund with the tutor. I had not used any services (this all happened on Friday, less than 5 days after I signed up). After talking to an "Account Manager" who assured me that they would give me a free month, I was adamant that I was never going to use their service and that I wanted a refund. It's been over a week and I'm still getting texts and no update on my request. In fact, when I checked today they told me that my account was active. This is a nightmare.

  

  Business Response

  Date: 03/07/2023

  Please see attached response. Thank you.

  arsity is in receipt of the Complaint (as defined above) filed by Ms. ****** on March 2, 2023 (and of
  which Varsity was made aware on March 3, 2023). This letter shall serve as Varsity’s response to the
  matters raised in the Complaint; however, please note that the parties have already reached an amicable
  resolution that fully resolves any and all issues in the Complaint.
  By way of background, Varsity is a live learning platform that, among other things, seamlessly connects
  experts and learners in any subject, anywhere, at any time. This includes connecting students with
  tutoring, academic enrichment, and test-preparation needs with vetted, independently contracted tutors
  and test instructors who provide those services directly to students (not Varsity) online, on dates and at
  times agreed upon between them. Varsity’s platform also offers customers/students several different
  choices for how to engage with tutors, instructors, experts, and professionals including one-on-one
  (between one tutor and student), small group tutoring (between one tutor or instructor and a small group
  of selected students), group courses (with one tutor or instructor leading a session with a large number of
  participants), or combinations of the above. Customers/students of the platform can also get immediate,
  live, one-on-one tutoring or instruction in more than 100 subjects in as little as 15 seconds by connecting
  with a tutor through the Instant Tutoring feature on Varsity’s platform. In 2022, Varsity began offering
  Learning Memberships, which is a comprehensive solution that provides multimodal learning services to
  help customers achieve their learning goals. As independent contractors, the tutors, instructors, and
  experts who offer their services through the platform (in any capacity) have their own materials, styles,
  and methods as indicated on every page of Varsity’s website (*********************).
  In addition to the above, Varsity has expanded its offerings through its platform to include Professional
  Certifications. The Professional Certifications offering connects customers/students with tutors and/or
  instructors to assist in various professional certification tests (such as NCLEX or SHRM-SCP, among
  others), in a one-on-one format or group format. As independent contractors, the tutors, instructors, and
  experts who offer their services through the platform (in any capacity) have their own materials, styles,
  and methods as indicated on every page of Varsity’s website.
  Varsity highlights its policies on the website and attempts to set realistic expectations with the potential
  customers/students who seek to be matched with a contracted tutor, instructor, or expert through Varsity’s
  online platform. Varsity is transparent about its services and uses its Terms of Customer Accounts Use
  (the “TOCAU”) to reinforce the process. In fact, the potential customers/students must review and sign
  the TOCAU and acknowledge the policies before they ever engage in the services of a tutor through
  Complaint # ********
  Page 2
  Varsity’s platform. Varsity’s website is also critical in setting these expectations and explaining the
  process and how it works, in addition to setting forth the terms of any guarantees, located at
  ***********************************************
  Regarding Ms. ****** specifically and according to Varsity’s records, Ms. ****** first contacted
  Varsity in February in order to be matched with an online tutor. On February 21, 2023, Ms. ******
  purchased a Learning Membership for use on Varsity’s platform. A Learning Membership entitles
  customers to a set number of live one-on-one tutoring hours per month on a recurring monthly basis, in
  addition to enrollment in certain live classes through the Varsity platform, among other benefits. Ms.
  ******’s Learning Membership was on a month-to-month basis and would include eight (8) hours each
  month for use with one-on-one tutoring through the platform. Ms. ****** executed the TOCAU on
  February 23, 2023. On February 24, 2023, Ms. ****** indicated to Varsity that she did not wish to
  continue with the Learning Membership, and she preferred to cancel it and receive a refund. While the
  request for cancellation of the Learning Membership was granted because it was made within the 30-day
  window, the request for refund was initially denied pursuant to the terms set forth in the TOCAU.
  Thereafter, Varsity continued to communicate with Ms. ****** and, at the time the Complaint was
  received, the parties had already 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:02/28/2023

  Type:Billing 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.

  My daughter was enrolled in Varsity Tutors. In December she was online for three sessions and the tutor never showed. My daughter stopped logging in to zoom sessions since she was under the impression that we had no hours left. I later found they were charging my credit card. They insistently called me to sign up. However they failed to contact me or my daughter when she wasnt showing up for the session. The total cost of this is $1,100. They keep on referring to terms and conditions but they breached the contract by having the tutor not show for three sessions without any follow up. No emails or phone calls.

  

  Business Response

  Date: 03/06/2023

  Please see attached response. Thank you!

• Initial Complaint

  Date:02/26/2023

  Type:Billing 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.

  This complaint with Varsity Tutors (VT) encompasses VT's refusal to reverse charges on products and / or services not yet rendered by VT nor requested by us as the customer, and the process of canceling the VT service when no longer desired. On top of those two issues, we endured a week of egregeous customer service from condesending account managers. We are disappointed in the business conduct and customer relationship management of VT as a leading company utilizing AI and other tech to offer tutoring services. They are not on par with acceptable business standards in the industry as well as general customer service business practices at large.
  
  To be fair, VT was congenial and helpful at the beginning of our relationship in December 2022. We had requested tutoring services in the 22/23 academic year to support our son with his high school statistics class in the last three weeks of the semester. The first tutor that was assigned to us informed us after several days that they were no longer working with VT. We quickly reached out to VT and they were not aware the tutor had left the company, and began to find another tutor for us. Tutors assigned had general statistics knowledge, but not specifics to our son's class. We used only about two and one half hours of four that we had purchased due to time constraints.
  
  We called to cancel our membership the following week. The Account Manager said that they would like to credit us with four hours for the next month instead of canceling our service at that time. We did not use any of the four credited hours, and assumed our account would close out.
  
  Our account was charged another $242.50 for the upcoming month. VT said they would not reverse the charges. Phone meetings sheduled by VT were not attended by VT.
  
  Elevated claim attempts were met with the answer that it wouldn't matter and would receive the same answer even though hours were not requested, we were in close contact w/ VT, and no new hours were utilized by us.

  

  Business Response

  Date: 03/03/2023

  Dear Sir or Madam:
  Varsity is in receipt of the Complaint (as defined above) filed by Mr. and Mrs. ******* (collectively, “the
  ********”) on February 26, 2023 (and of which Varsity was made aware on February 27, 2023). This
  letter shall serve as Varsity’s response to the matters raised in the Complaint; however, please note that the
  parties have already reached an amicable resolution that fully resolves any and all issues in the
  Complaint.
  By way of background, Varsity is a live learning platform that, among other things, seamlessly connects
  experts and learners in any subject, anywhere, at any time. This includes connecting students with
  tutoring, academic enrichment, and test-preparation needs with vetted, independently contracted tutors
  and test instructors who provide those services directly to students (not Varsity) online, on dates and at
  times agreed upon between them. Varsity’s platform also offers customers/students several different
  choices for how to engage with tutors, instructors, experts, and professionals including one-on-one
  (between one tutor and student), small group tutoring (between one tutor or instructor and a small group
  of selected students), group courses (with one tutor or instructor leading a session with a large number of
  participants), or combinations of the above. Customers/students of the platform can also get immediate,
  live, one-on-one tutoring or instruction in more than 100 subjects in as little as 15 seconds by connecting
  with a tutor through the Instant Tutoring feature on Varsity’s platform. In 2022, Varsity began offering
  Learning Memberships, which is a comprehensive solution that provides multimodal learning services to
  help customers achieve their learning goals. As independent contractors, the tutors, instructors, and
  experts who offer their services through the platform (in any capacity) have their own materials, styles,
  and methods as indicated on every page of Varsity’s website (*********************).
  In addition to the above, Varsity has expanded its offerings through its platform to include Professional
  Certifications. The Professional Certifications offering connects customers/students with tutors and/or
  instructors to assist in various professional certification tests (such as NCLEX or SHRM-SCP, among
  others), in a one-on-one format or group format. As independent contractors, the tutors, instructors, and
  experts who offer their services through the platform (in any capacity) have their own materials, styles,
  and methods as indicated on every page of Varsity’s website.
  Varsity highlights its policies on the website and attempts to set realistic expectations with the potential
  customers/students who seek to be matched with a contracted tutor, instructor, or expert through Varsity’s
  online platform. Varsity is transparent about its services and uses its Terms of Customer Accounts Use
  (the “TOCAU”) to reinforce the process. In fact, the potential customers/students must review and sign

  the TOCAU and acknowledge the policies before they ever engage in the services of a tutor through
  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://*********************/guarantee-policy.
  Regarding the ******** specifically and according to Varsity’s records, Ms. ******* first contacted
  Varsity in December 2022 in order for the ********’ son to be matched with an online tutor. On December
  17, 2022, Ms. ******* purchased a Learning Membership for use on Varsity’s platform. A Learning
  Membership entitles customers to a set number of live one-on-one tutoring hours per month on a
  recurring monthly basis, in addition to enrollment in certain live classes through the Varsity platform,
  among other benefits. The ********’ 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. The TOCAU
  was executed on December 19, 2022. During the Learning Membership, three (3) sessions were invoiced
  to the ********’ account by the tutor. On February 21, 2023, Ms. ******* indicated to Varsity that she did
  not wish to continue with the Learning Membership for the remainder of the term, and she preferred to
  cancel it and receive a refund for the months which had already been paid. The request was initially
  denied pursuant to the terms set forth in the TOCAU. Varsity contacted the ******** upon its receipt of
  the Complaint and ultimately chose to provide a resolution that was satisfactory to them.
  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:02/24/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint: ********
  
  
  
  I am rejecting this response because: My son did not receive any tutoring services for three months, I only received a refund for two months.  I am still owed a refund for one more month.  I am not asking for a refund for  hours he used, I am asking for a refund for  hours he did not use.  Even the hours he used was by a tutor that did not know what they were doing.  The tutor even admitted that they did not know the material well enough to tutor my son.  Also, it was more than one tutor that admitted to not know the material.  I have returned calls, and no one is calling me back.  
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  ***** *******f $897. Varsity Tutors would only refund 1 month of $299. Why? They did not provide the service for my son. I feel like this company is a scam and I want my money back! $598. I do not want my son to be tutored by them. I have tried 4 times for a tutor. 1 person not a good match my son did not understand her learning style and the other 3 people said they could not help. My son’s grade cannot afford to be with Varsity Tutors. He’s getting an F! This company did not have a tutor for my son so I want a refund!

  

  Business Response

  Date: 03/02/2023

  Please see attached response. Thank you!

  Varsity is in receipt of the Complaint (as defined above) filed by Ms. ******* on February 24, 2023 (and
  of which Varsity was made aware on February 25, 2023). This letter shall serve as Varsity’s response to
  the matters raised in the Complaint; however, please note that although Varsity’s attempts to make contact
  with Ms. ******* since its receipt of the Complaint have gone unanswered, Varsity has provided what it
  believes to be an amicable resolution and remains further willing to address any outstanding issues with
  Ms. *******.
  By way of background, Varsity is a live learning platform that, among other things, seamlessly connects
  experts and learners in any subject, anywhere, at any time. This includes connecting students with
  tutoring, academic enrichment, and test-preparation needs with vetted, independently contracted tutors
  and test instructors who provide those services directly to students (not Varsity) online, on dates and at
  times agreed upon between them. Varsity’s platform also offers customers/students several different
  choices for how to engage with tutors, instructors, experts, and professionals including one-on-one
  (between one tutor and student), small group tutoring (between one tutor or instructor and a small group
  of selected students), group courses (with one tutor or instructor leading a session with a large number of
  participants), or combinations of the above. Customers/students of the platform can also get immediate,
  live, one-on-one tutoring or instruction in more than 100 subjects in as little as 15 seconds by connecting
  with a tutor through the Instant Tutoring feature on Varsity’s platform. In 2022, Varsity began offering
  Learning Memberships, which is a comprehensive solution that provides multimodal learning services to
  help customers achieve their learning goals. As independent contractors, the tutors, instructors, and
  experts who offer their services through the platform (in any capacity) have their own materials, styles,
  and methods as indicated on every page of Varsity’s website (*********************).
  In addition to the above, Varsity has expanded its offerings through its platform to include Professional
  Certifications. The Professional Certifications offering connects customers/students with tutors and/or
  instructors to assist in various professional certification tests (such as NCLEX or SHRM-SCP, among
  others), in a one-on-one format or group format. As independent contractors, the tutors, instructors, and
  experts who offer their services through the platform (in any capacity) have their own materials, styles,
  and methods as indicated on every page of Varsity’s website.
  Varsity highlights its policies on the website and attempts to set realistic expectations with the potential
  customers/students who seek to be matched with a contracted tutor, instructor, or expert through Varsity’s
  online platform. Varsity is transparent about its services and uses its Terms of Customer Accounts Use
  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 Ms. ******* specifically and according to Varsity’s records, Ms. ******* first contacted Varsity
  in April 2022 in order to be matched with an online tutor. On April 19, 2022, Ms. ******* purchased a
  package of hours for use on Varsity’s platform, and executed the TOCAU on April 21. 2022. Between
  April 24, 20232 and October 16, 2022, 13 sessions were invoiced to Ms. *******’s account by her tutor.
  On October 28, 2022, Ms. ******* converted her account to a Learning Membership for use on Varsity’s
  platform. A Learning Membership entitles customers to a set number of live one-on-one tutoring hours
  per month on a recurring monthly basis, in addition to enrollment in certain live classes through the
  Varsity platform, among other benefits. Ms. *******’s Learning Membership was for a period of six (6)
  months, and would include four (4) hours each month for use with one-on-one tutoring through the
  platform. During the Learning Membership, four (4) sessions were invoiced to Ms. *******’s account by
  her tutor. On January 27, 2023, Ms. ******* indicated to Varsity that she did not wish to continue with the
  Learning Membership for the remainder of the term, and she preferred to cancel it and receive a refund
  for the month(s) which had already been paid. While the request for cancellation of the Learning
  Membership was granted, the request for refund was initially denied pursuant to the terms set forth in the
  TOCAU. Upon receipt of the Complaint, Varsity contacted Ms. ******* via email and provided a link that
  she could have used to schedule a time to speak with Varsity’s representatives regarding the issues raised
  in the Complaint, although as of the date of this response no such call has been scheduled; nonetheless,
  Varsity has already provided what it believes to be an amicable resolution and remains further willing to
  address any outstanding issues with Ms. *******.
  Please consider this Varsity’s response to the Complaint (which, at this time, Varsity considers to have
  been resolved). Varsity is proud to be an affiliate of the BBB and values the relationship. If you have any
  questions or comments, or would like to further discuss, please do not hesitate to contact me

  

  Business Response

  Date: 03/10/2023

  *** ** ****** ***** ***** *** * *** ****** ** ***** * *********************
  March 10, 2023
  
  ****** ******** ******
  *** ** ********* **** ****
  *** ****** ** *****
  
  Re: Complaint #******** (the “Complaint”) – ***** ******* (“Ms. *******”)
  Varsity Tutors LLC’s (“Varsity”) Response to the Customer Rejection dated March 6, 2023
  (the “Rejection”)
  
  Dear Sir or Madam:
  
  Varsity is in receipt of the Rejection (as defined above), which was in response to Varsity’s March 2,
  2023, communication addressing the overall Complaint (“Varsity’s Reply to the Complaint”). This letter
  shall serve as Varsity’s response to the Rejection, and will confirm that Varsity believes it has provided an
  amicable resolution. Although Varsity maintains that it had already sufficiently addressed the issues raised
  in the Complaint prior to the Rejection, Varsity nonetheless communicated with Ms. ******* upon receipt
  of the Rejection and ultimately chose to provide an additional 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,
  
  
  ****** *****
  Senior Corporate Paralegal
  ** ***** ******** * ** ***** ********
  ** ***************************