Important information
- Customer Complaint:BBB has received consumer complaints about Varsity Tutors which allege the company provided unknowledgeable tutors, cancelled scheduled classes without notice, and experienced difficulty obtaining a refund. The company has addressed all concerns brought to its attention.
Complaints
This profile includes complaints for Varsity Tutors LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 705 total complaints in the last 3 years.
- 169 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:01/13/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On January 7th, 2023
- I contacted Varsity Tutors looking to hire a computer science tutor for myself
- It was explained to me that it would be a 3 month contract to meet with a tutor via online 2x per week for 1
hour sessions
- It was explained to me that the price would be $650 for a (3) month subscription to their services, to which
I agreed
On Januray 9th, 2023
- $650 was deducted from my bank account and paid to varsity tutors which I authorized
- What I agreed to was $650 for 3 months NOT $650/ month for three months.
a refund has been refused by the company
Ive contacted my bank to dispute their charges
I have tried to resolve this with the company itself, however i was told that there is " no contact information for a supervisor"
These practices are blatantly misleading and extremely unethical
Business Response
Date: 01/19/2023
*** ** ****** ***** ***** *** * *** ****** ** ***** * *********************
******* *** ****
****** ******** ******
*** ** ********* **** ****
*** ****** ** *****
*** ********* ********* **** ************ * **** ********* ***** ***********
******* ****** ***** *********** ******** ** *** *********
Dear Sir or Madam:
Varsity is in receipt of the Complaint (as defined above) filed by Mr. ********* on January 13, 2023 (and
of which Varsity was made aware on January 17,2023). 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 Mr. ********* 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
Mr. *********.
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 Mr. ********* specifically and according to Varsity’s records, Mr. ********* first contacted
Varsity in January 2023 in order to be matched with an online tutor. On January 8, 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 for a period of 3 months, and would include 8 (eight) hours for
use during that period for one-on-one tutoring through the platform. Mr. ********* executed the TOCAU
on January 8, 2023, and2 (two) sessions were invoiced to Mr. *********’s account by his tutor. On
January 13, 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 entire
membership which had already been paid. While the request for cancellation was granted, the request for
refund was initially denied pursuant to the terms set forth in the TOCAU. Around the same time as its
receipt of the Complaint, Varsity contacted Mr. ******** via email and provided a link that he 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 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.
Regards,
****** *****
****** ********* *********
** ***** ******** * ** ***** ********
** ***************************Initial Complaint
Date:01/12/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 10//27/21 I purchased 30 hours for $1785 to split between my children. We went through multiple tutors to try to find a match for my daughter despite being told VT could definitely help her. We were not charged for some of the tutor sessions because they went so poorly. My son no longer needed tutoring and on 1/18/22 I purchased 30 hours for my daughter for $1760 and was told that I would have a year to use the hours and the salesperson indicated that I could get a refund if the hours were not used. I put a note in my calendar for 12/22 to check back with VT for a refund for unused hours. We struggled again to find the right fit for my daughter. We had tutors that my daughter couldn’t understand, some did the work for her, some she said were strange or bad and didn’t teach her anything. Occasionally there were cancelled sessions without notice and technical issues, ultimately after many tries we gave up and decided to go back to an in person tutor. I have 26 hours 48 min remaining valued at $1572.
On 12/5/22 I reached out to VT for a refund of the unused hours. Weeks later after finally getting a hold of someone they said that I had 30 days from the date of purchase to get a refund. I said I was told differently. They were to escalate the matter but I never heard back and reached out to them again and they set up a call to discuss but no one ever called. I reached back out several times and finally received a call saying the matter was under review. I received an email on 12/27/22 stating that my refund was denied and I have until 1/18/23 to use the hours. I responded that the refund denial was unacceptable as I had been told that I could refund the hours and especially given that we were assigned ineffectual tutors and could never find the promised good fit for my daughter. I am requesting that VT refund the balance 1. due to not being able to find a competent tutor for my child and 2. to honor the verbal agreement.Business Response
Date: 01/18/2023
*** ** ****** ***** ***** *** * *** ****** ** ***** * *********************
******* *** ****
****** ******** ******
*** ** ********* **** ****
*** ****** ** *****
Re: Complaint #******** (the “Complaint”) – ******* ***** ***** *******
Varsity Tutors LLC’s (“Varsity”) Response to the Complaint
Dear Sir or Madam:
Varsity is in receipt of the Complaint (as defined above) filed by Ms. ***** on January 12, 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
(the “TOCAU”) to reinforce the process. In fact, the potential customers/students must review and sign
Complaint #********
Page 2
the TOCAU and acknowledge the policies before they ever engage in the services of a tutor through
Varsity’s platform. Varsity’s website is also critical in setting these expectations and explaining the
process and how it works, in addition to setting forth the terms of any guarantees, located at
***********************************************
Regarding Ms. ***** specifically and according to Varsity’s records, Ms. ***** first contacted Varsity
in October 2021 in order to be matched with an online tutor. Ms ***** made 2 (two) separate purchases
through Varsity’s platform (October 27, 2021, and January 18, 2022, respectively), and executed 2 (two)
TOCAUs during that time as well. Between October 30, 2021, and March 29, 2022, Ms. ***** received
ongoing tutoring support from her tutors (according to the invoices submitted to Ms. *****’ account).
There were no additional sessions invoiced to Ms. *****’ account after March 29, 2022. As set forth in
the TOCAU, purchased hours may be redeemed up to one year from the date of purchase; accordingly, the
hours that remained on Ms. *****’ account after the last session was invoiced in March 2022 ultimately
expired (or were set to expire, based upon when they had been purchased). Varsity received no
communication from Ms. ***** until December 2022, when Ms. ***** contacted Varsity on multiple
occasions to request a refund of her January 2022 purchase. Ms. *****’ request for refund was denied as
a result of it having been made outside of the 30-day window set forth in the TOCAU. On January 3,
2023, Ms. ***** contacted Varsity and requested an extension to the expiration date of the hours that
remained on her account(a request which was also initially denied, per 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
believes it has provided an amicable resolution and remains further willing to discuss any outstanding
issues with Ms. ***** should she choose to schedule a phone call.
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:01/11/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a varsity tutors membership September 18, 2022. I was let go from my job in late October. I had called to cancel my membership on several different occasions even prior to losing my job, and experienced long wait times on hold, therefore was not able to online online due to having to go to classes and finish homework and, initially, because I had to work. However, after October, I continued to call and leave call back numbers and still there was no call back. When I finally reached someone, they searched up my number and told me there was no record of my calling. I explained I could not afford the membership right now and I legitimately had to cancel. I had emailed a help email for varsity tutors in several occasions as well, and received bounce back emails. The woman I spoke with explained that she would file my request and someone would get back to me, however when the email came in they didn’t even address it to the right person. I gave up for a month on trying to cancel and used an hour and a half of my tutor time because if I’m going to continue to be charged it very well has to be worth it, but I literally cannot afford the membership as I do not have a job. When I reread the terms and conditions, I saw that unemployment was a reason for being let out of the membership, so I emailed again, this time to a different help email, and it went through. I do not think it is appropriate or necessary to disclose that information to a tutoring website however. Nobody wants to call a random customer service agent and collapse into tears because they have to re explain that they are unemployed.
The way I lost my job: I had to complete training that cost $200, and I could not afford this as I chose to pursue my education again. They could not help me pay. I’ve been job searching since October.
This isn’t professional or necessary. Varisty Tutors needs to change so much about their customer service approach.Business Response
Date: 01/19/2023
*** ** ****** ***** ***** *** * *** ****** ** ***** * ********************* ******* *** **** ****** ******** ****** *** ** ********* **** **** *** ****** ** *****
*** ********* ********* **** ************ ********* ***** ***** *******
******* ****** ***** *********** ******** ** *** *********
Dear Sir or Madam:
Varsity is in receipt of the Complaint (as defined above) filed by Ms. ***** on January 11, 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
September, 2022 in order to be matched with an online tutor. On September 19, 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. Ms.
*****’s Learning Membership was for a period of 12 months, and would include 4 (four) hours each
month for use with one-on-one tutoring through the platform. Ms. ***** executed the TOCAU on
September 19, 2022. During the first 4 (four) months of the Learning Membership, 2 (two) sessions were
invoiced to Ms. *****’s account by her tutors. Although Varsity’s records do not match Ms. *****’s
representations in the Complaint that she made several attempts to cancel the Learning Membership,
Varsity ultimately contacted Ms. ***** around the same time as the Complaint and chose to provide a
resolution that was satisfactory to Ms. *****.
Please consider this Varsity’s response to the Complaint (which, at this time, Varsity considers to have
been resolved). Varsity is proud to be an affiliate of the BBB and values the relationship. If you have any
questions or comments, or would like to further discuss, please do not hesitate to contact me.
Regards,
****** *****
****** ********* *********
** ***** ******** * ** ***** ********
** ***************************Initial Complaint
Date:01/11/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I signed up for math/science tutoring sessions for my daughter in October 2022. I was told that I could call a number to cancel the service if I was not satisfied, so I agreed. The first tutor my daughter had was good, but after a few sessions she quit. I was assigned a different tutor and before the holidays we decided to stop the session for a bit, her last session was December 14th 2022, and the sessions were supposed to resume today 1/11/2023. I noticed the tutor never contacted us again, so I am sure she left the company too. I called the company to cancel and they told me that I cannot cancel the account. Even though they have provided very little sessions and have charged my credit card monthly for the amount of $269.00 since October. The man, *******, tried to convince me to find another tutor, and I said no, that I just wanted to cancel and receive a refund for the amount of $269 that was charged to my credit card on December 24th 2022, and since no services have been provided since December 14th I should at least be refunded that amount. He said no, that I cannot cancel my account, and that I need to keep paying them. He said the best he can do is for me to pay only $100 a month instead of 269. They don't provide any services, and they charge my credit card on time, and they said I cannot cancel even though they provide zero services at all. This company is a fraud, they tricked me into thinking they were serious and provided tutoring sessions from professionals but they don't, and they said I could cancel by calling them and somebody would help me, and it turns out they are just trying to trick me into continue to give them money. They have no shame, they don't want to cancel the services that they do not provide! I need help. I am going to cancel my credit card so they can stop robbing me, but they need to refund me and they need to make sure they never contact me again.Business Response
Date: 07/19/2024
We have resolved this complaint with the consumer.Initial Complaint
Date:01/09/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I signed up for a 6 month contract with Varsity Tutors on October 31, 2022. I had 30 days to cancel this contract. I called in on November 18, 2022 to have the contract cancelled. The representative that I spoke with on November 18, 2022 stated that I could have a "free month" in December and stated that my account would be cancelled after the "free month". During the call on November 18, the representative made it seem as though she was "helping me" by giving me a "free month" with no charge to help with classes and finals. She never stated that my contract would continue after the "free month" was taken. I specifically asked the representative if my contract would be cancelled, If I proceed to take the " free month", the representative then stated that my contract would be cancelled after the month of December 2022 and assured me that I shouldn't worry about remaining in the contract, this was a complete lie. To my surprise on January 6, 2023 $349.00 payment for the month of January was deducted out of my account. On January 6, 2023, I called Varsity Tutors and requested a refund on my account because I had previously called to have my contract canceled on November 18, 2022 which was within the 30 daytime frame. When I called on January 9, 2023 to follow up on the refund, Varsity Tutors denied my refund and my request to have my account cancelled. They stated that I could no longer cancel my account because I was out of the 30 day time frame for account cancellations. The representative then stated that my account was simply on "hold" and was not a "free month"! I explained to the representative that this is a very manipulative tactic to keep consumers with-in the contract by placing their account "on hold" and not actually canceling it. I want to end my contract and receive the money back that they stole from my account after using their manipulative tactics. I also want an apology for the lies told to me. Thank you for you assistance.Business Response
Date: 01/13/2023
*** ** ****** ***** ***** *** * *** ****** ** ***** * *********************
******* *** ****
****** ******** ******
*** ** ********* **** ****
*** ****** ** *****
*** ********* ********* **** ************ * ****** ****** ***** ********
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 January 9, 2023 (and of
which Varsity was made aware on January 10, 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
(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
Complaint # ********
Page 2
process and how it works, in addition to setting forth the terms of any guarantees, located at
***********************************************
Regarding Ms. ****** specifically and according to Varsity’s records, Ms. ****** first contacted Varsity
in October 2022, in order to be matched with an online tutor. On October 31, 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. Ms. ******’s
Learning Membership was for a period of 12 months, and would include 4 (four) hours each month for
use with one-on-one tutoring through the platform. Ms. ****** executed the TOCAU on October 31,
2022. During the first month of the Learning Membership, 5 (five) sessions were invoiced to Ms.
******’s account by her tutor. On November 18, 2022, Ms. ****** indicated to Varsity that while she was
happy with the tutoring services she was receiving, she did not wish to continue with the Learning
Membership for the remainder of the term, and she preferred to cancel it. Varsity offered Ms. ****** an
alternative resolution in order to address her concerns while also ensuring she continued to receive
tutoring support during finals, and Ms. ****** agreed; thus, the Learning Membership was not canceled.
There were no sessions invoiced to Ms. ******’s account after November 30, 2023, although her
Learning Membership continued and the requisite monthly hours continued to be added to her account.
On December 31, 2023, Varsity attempted to collect payment for Ms. ******’s third month of the
Learning Membership (as set forth/agreed to in the TOCAU); however, the payment did not go through.
Varsity attempted to contact Ms. ****** regarding the issue, and continued to attempt to collect it (as
Varsity is permitted to do under the TOCAU1). On January 5, 2023, the missed payment for the third
month of Ms. ******’s Learning Membership was collected (and thus, four (4) hours were added to Ms.
******’s account for her use). Also on January 5, 2023, Ms. ****** again requested cancellation of the
Learning Membership as well as a refund of the January payment. Varsity contacted Ms. ****** upon its
receipt of the Complaint and, although Varsity was unable to make contact with Ms. ******, Varsity
ultimately chose to provide the requested resolution.
Please consider this Varsity’s response to the Complaint (which, at this time, Varsity considers to have
been resolved). Varsity is proud to be an affiliate of the BBB and values the relationship. If you have any
questions or comments, or would like to further discuss, please do not hesitate to contact me.
Regards,
****** *****
****** ********* *********
** ***** ******** * ** ***** ********
** ***************************
1 “If Varsity does not receive payment from Your payment provider upon any Refresh Date or upon any renewal of
Your Tutoring Subscription Contract Duration, then You agree: 1) to pay all amounts due on Your account upon
demand, and 2) that Varsity may either terminate or suspend Your Tutoring Subscription and continue to attempt to
charge Your payment provider until payment is received (and, upon receipt of payment, Your account will be
reinstated and for purposes of automatic renewal, Your new Tutoring Subscription Contract Duration (and
subsequent Refresh Dates) will begin as of the day the payment was received).”
Initial Complaint
Date:01/09/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I called the Varsity Tutors in September 2022 for tutoring help for my son. I wanted to try it for a few months to make sure my son would adapt to it well. His grades were not improving and the tutor seemed impatient and my son has not used his hours in November or December 2022. I requested cancelation of my contract because I am no longer using the service. My contract is not cancelled as of today 1/9/2023. I have called 4 x and emailed three. I am frustrated because I cannot get an answer why my contract is not cancelled. I have paid for two months and have not used. I want my contract cancelled.Business Response
Date: 01/18/2023
101 ******************************, Suite 300 | ****************************** | www.varsitytutors.com
January 18, 2023
Better Business Bureau
200 ***********, Ste. 2060
*********, ** 63105
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 January 9, 2023 (and of
which Varsity was made aware on January 10, 2023). This letter shall serve as Varsitys response to the
matters raised in the Complaint; however, please note that the parties have reached an amicable
resolution that fully resolves any and all issues in the Complaint. .
By way of background, Varsity is a live learning platform that, among other things, seamlessly connects
experts and learners in any subject, anywhere, at any time. This includes connecting students with
tutoring, academic enrichment, and test-preparation needs with vetted, independently contracted tutors
and test instructors who provide those services directly to students (not Varsity) 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 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
September 2022, in order to be matched with an online tutor. On September 6, 2022, **************
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.
****** 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
September 6, 2022. During the first 2 (two) months, 8 (eight) sessions were invoiced to ****************
account by her tutor. On October 31, 2022, ************** 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. At
that time, ************** agreed to an alternate resolution (rather than cancellation) and thus, the Learning
Membership was not canceled. ************** made additional requests to cancel the Learning Membership
in December and January, although all of **************** cancellation requests were outside of the
cancellation window set forth in the *****. Nonetheless, 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: ********************************Customer Answer
Date: 01/19/2023
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*************************Initial Complaint
Date:01/09/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I contacted this company to see about tutoring my student for the ACT test. Right out of the gate they are pushing me into a 1-year contract knowing my student is a Junior in HS and planning on taking the ACT. Our goal was to take the ACT in February, there are only a handful of dates available through out the year to take the test. However, they are pushing for a 1 year contract eventually they offered a 3 month plan. The first month he did not use all of his credits because of scheduling conflicts. The second month we had to cancel a few sessions due to scheduling conflicts and only used about half of the allotted time. After signing up they give you access to their scheduling data base. You must learn on the fly how to use the program and scheduling appointments requires picking a date and time and waiting for a tutor to reply. At that moment a tutor will accept or decline a date and time based. So you wind up emailing back and forth until everyone finds a time that works. I wanted to change payment methods and called to talk to one of their account managers they send me an email showing me how to change it in their data base. Everything is self-serve, the consumer has to learn how to navigate their data base which is time consuming and confusing. The account manager on her own accord changed the original contract to a new contract and charged my credit card with out my knowledge or permission. I do not trust this company and their high pressure sales tactics. I had to cancel my credit card at my bank and dispute the charges since I did not agree to any of this!! I would not sign any contracts with this company, and I certainly would not give then a credit card number or access to your back account! They have demonstrated they are untrustworthy. I should have done my research better now that I am filing a complaint with BBB I see many other family’s complaining about the same things.Business Response
Date: 01/13/2023
*** ** ****** ***** ***** *** * *** ****** ** ***** * *********************
******* *** ****
****** ******** ******
*** ** ********* **** ****
*** ****** ** *****
Re: Complaint #******** (the “Complaint”) – **** ***** ***** *******
Varsity Tutors LLC’s (“Varsity”) Response to the Complaint
Dear Sir or Madam:
Varsity is in receipt of the Complaint (as defined above) filed by Mr. ***** on January 9, 2023 (and of
which Varsity was made aware on January 10, 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
October 2022 in order to be matched with an online tutor. On October 31, 2022, 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 for a period of 6 (six) months, and would include 8 (eight) hours each month
for use with one-on-one tutoring through the platform. Mr. ***** executed the TOCAU on November 2,
2022. During the first two months of the Learning Membership, 20 sessions were invoiced to Mr.
*****’s account by his tutor (which included several cancellations, as permitted by the TOCAU). On
December 21, 2022, Mr. ***** indicated to Varsity that, while he was happy with the tutoring services he
was receiving, he did not wish to continue with the Learning Membership for the remainder of the term,
and he preferred to cancel it. The request was initially denied, as it was outside of the cancellation
window outlined in the TOCAU, and, on January 3, 2023, Mr. ***** communicated with Varsity and
agreed to an alternate resolution that would allow him to continue using Varsity’s platform. On January 4,
2023, Mr. ***** indicated to Varsity that he did not understand the alternate resolution to which he had
initially agreed, and requested to cancel. On January 10, 2023 (the same day the Complaint was received),
Varsity communicated with Mr. ***** and the parties reached an amicable resolution.
Please consider this Varsity’s response to the Complaint (which, at this time, Varsity considers to have
been resolved). Varsity is proud to be an affiliate of the BBB and values the relationship. If you have any
questions or comments, or would like to further discuss, please do not hesitate to contact me.
Regards,
****** *****
****** ********* *********
** ***** ******** * ** ***** ********
** ***************************Initial Complaint
Date:01/04/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
The issue is regarding expired credit. My credits expired in July 2022 but I was told by the Varsity rep that they could be extended - which they were. I was also told to contact them again in Oct/Nov 2022 to have them extended again if needed. The rep was adamant that there would be no issue with this. I did try contacting them via chat throughout Oct ***************************************************************************** someone would call. Finally, I got hold of someone in December and they said they would need to escalate the issue. I then got an email on Nov 30th saying the "window" had closed. I responded to ask if there was any compromise and again after a month of waiting and several emails to them, I had a call today saying the answer was final. I feel that I was initially given the wrong information that the hours could be extended for a second time. If I hadn't been told that, I would have used them over the summer months on group classes rather than waiting until school restarted and I knew which classes my kids would be taking so I could get private tutoring. This miscommunication has cost me a considerable amount of money.I really would like the credits back or at least some sort of compromise.Business Response
Date: 01/11/2023
101 ******************************, Suite 300 | ****************************** | www.varsitytutors.com
January 11, 2023
Better Business Bureau
200 ***********, Ste. 2060
*********, ** 63105
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 January 4, 2023, and
of which Varsity was made aware on January 5, 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 January 2020 in order to be matched with an online tutor. **********************
made three (3) separate purchases through Varsitys platform (December 10, 2020; July 14, 2021; and
April 26, 2022, respectively), and executed 4 TOCAUs during that time as well. Between November 6,
2020, and July 25, 2022, ********************** received ongoing tutoring support in various subject areas and
by multiple tutors (according to the invoices submitted to her account by the tutors). As set forth in the
TOCAUs (and indicated to ********************** during her communications with Varsity prior to the filing of
the Complaint), purchased hours expire one year after the date of purchase. Nonetheless, Varsity emailed
********************** upon receipt of the Complaint to communicate that some of the expired hours had been
restored to her account, which Varsity believes to be a fair and amicable resolution. The credited hours are
available in ************************ account for her use on Varsitys platform at her 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.
Regards,
***********************
Senior Corporate Paralegal
p: ************** | f: **************
e: ********************************Customer Answer
Date: 01/12/2023
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*******************************Initial Complaint
Date:01/04/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Last January, I bought a 30 hour package and was told over the phone from the sales person that I would have 15 months to use the hours. I had scheduled my 30 hours to be able to use all the credits during a 15 month time span as was explained to me when I purchased. Lo and behold, today Varsity Tutors has taken the five hours and fifteen minutes I had remaining with no warning to me. When I called to speak to a customer service rep, they informed me that all credits expire in 12 months and someone perhaps misinformed me when I purchased them. There was just a well you signed the agreement and that was that. I asked why they dont send out an email that says my credits are going to be taken on a date and the customer service rep said well, if you have a gym membership, they dont email you to tell you your membership is expiring to which I replied of course they do! Because they want you to know and also to buy another year of membership! Anyways, I see that many many other people had this same complaint and Varsity Tutors responded with the same legalese response so I dont think it will get resolved but I still wanted to be sure to echo what others were saying as true.Business Response
Date: 01/11/2023
101 ******************************, Suite 300 | ****************************** | www.varsitytutors.com
January 11, 2023
Better Business Bureau
200 ***********, Ste. 2060
*********, ** 63105
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 January 4, 2023, and of
which Varsity was made aware on January 5, 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 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
January 2022 in order to be matched with an online tutor. On January 3, 2022, ********** purchased a
package of hours for use on Varsitys platform, and also executed the ***** on January 3, 2022.
Between January 12, 2022, and January 2, 2023, ********** received ongoing tutoring support from two (2)
different tutors (according to the invoices submitted to her account by the tutors). As set forth in the
*****, purchased hours may be redeemed up to one year from the date of purchase; accordingly, the
5.25 hours that remained on ************ account as of January 3, 2023, expired. On January 4, 2023, Ms.
*** contacted Varsity and indicated she was unaware of the expiration date of the hours and requested
that she be given additional time to use them. At the time the Complaint was received, Varsity
communicated with ********** and the parties had reached an amicable resolution.
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: ********************************Customer Answer
Date: 01/13/2023
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*******************Initial Complaint
Date:12/27/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I began a 6 month subscription with this company in September 2022 at $299 a month. I tried to cancel after the 30 day trial when the tutor was not helpful and was assured that a new tutor would be able to help my son. I called numerous times because the tutors were unable to help him. They spent most of the session trying to do the calculus problems themselves and sometimes still couldn't figure it out, let alone explain it to my son. In December I called again to let them know that the tutor was unable to help my son for his final. I was then told that not all tutors were experts in the specific subject area I had requested and it was up to me to let the company know if a tutor was not helping. I need to hire someone that can actually help and want out of the 6 month subscription and my request was denied. They are misrepresenting themselves by promising to provide professional tutoring in specific subjects (AP Calculus) and then unable to fulfill a professional level of expertise in that subject area.Business Response
Date: 01/09/2023
Dear Sir or Madam:
Varsity is in receipt of the Complaint (as defined above) filed by Ms. ******* on December 27, 2022.
This letter shall serve as Varsity’s response to the matters raised in the Complaint; however, please note
that the parties have already reached an amicable resolution that fully resolves any and all issues in the
Complaint.
By way of background, Varsity is a live learning platform that, among other things, seamlessly connects
experts and learners in any subject, anywhere, at any time. This includes connecting students with
tutoring, academic enrichment, and test-preparation needs with vetted, independently contracted tutors
and test instructors who provide those services directly to students (not Varsity) 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 (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 Varsity’s website.
Varsity highlights its policies on the website and attempts to set realistic expectations with the potential
customers/students who seek to be matched with a contracted tutor, instructor, or expert through Varsity’s
online platform. Varsity is transparent about its services and uses its Terms of Customer Accounts Use
(the “TOCAU”) to reinforce the process. In fact, the potential customers/students must review and sign
the TOCAU and acknowledge the policies before they ever engage in the services of a tutor through
Varsity’s platform. Varsity’s website is also critical in setting these expectations and explaining the
process and how it works, in addition to setting forth the terms of any guarantees, located at
***********************************************Regarding Ms. ******* specifically and according to Varsity’s records, Ms. ******* first contacted
Varsity in September 2022 in order to be matched with an online tutor. On September 7, 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.
Ms. *******’s Learning Membership was initially for a period of 12 months, and would include four (4)
hours each month for use with one-on-one tutoring through the platform. Ms. ******* executed the
TOCAU on September 7, 2022. Shortly thereafter, 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. At that time, Varsity agreed to reduce Ms. *******’s Learning Membership from 12 months to six (6)
months in an effort to help resolve her concerns. During the course of her Learning Membership, 11
sessions were invoiced to Ms. *******’s account by two (2) different tutors. On December 26, 2022, Ms.
******* indicated to Varsity that she was still unhappy with the services she had received from the tutors
with whom she had been matched, and as a result did not wish to continue with the Learning
Membership. Varsity contacted Ms. ******* regarding her request and ultimately chose to provide a
resolution that was satisfactory to Ms. *******.
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