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: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.
We signed up for Varsity Tutors for our 11 year old daughter to get help with math. The lady that signed us up originally pushed me really hard to sign a 12 month contract and told me that if at any point we weren't happy we could cancel. The first couple sessions went well and it seemed like it was going to be worth it, but then we ran into some issues. The tutor that ******, our daughter, was working with was a no call no show to a session. She sat in her room for the entire hour waiting for the tutor to show and she never did. Then 2 weeks later the tutor rescheduled the session within an hour of the start time and we couldn't make that work as we are on a tight schedule with 2 children. At this point, we decided that paying $250/mo for a service that was already this unreliable wasn't what we signed up for and we asked to cancel so we could go find a different tutor provider. At this point we were told that wasn't an option because we locked in a 1-year contract. Now the lady on the phone never mentioned once we signed up that we would be locked in to paying for an entire year. We've already went the past month with no sessions and paid $250 for nothing. We asked to speak to someone else about the contract and we've been completely ghosted by Varsity Tutors. My husband and I have left multiple voicemails asking for a returned phone call, we've sent emails, and we've reached out directly on ******** as well, and still they will not respond to us. This seems to be a common theme with them lately as we scrolled through the ******** page and read all the other parents that have similar complaints and similar terrible experiences. We also tried to go on to their website and find a place to file a complaint but they've left that out as well.
Our biggest complaint is the fact that our issues with this company come from them failing to provide the service we were promised. In addition, they've ghosted us and it feels like a complete scam. Couldn't be more dissatisfied.
Business Response
Date: 01/09/2023
*** ** ****** ***** ***** *** * *** ****** ** ***** * *********************
January 09, 2023
Better Business Bureau
*** ** ********* **** ****
*** ****** ** *****
Re: ********* ********* **** ************ * ******* ******* ***** *********
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 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 (*********************).
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
***********************************************
********* * ********
Page 2
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 6, 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. *******’ 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. Ms. ******* executed the TOCAU on
October 12, 2022. During the first three (3) months, three (3) session were invoiced to Ms. *******’
account by her tutor. On November 17, 2022, 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. The
request was initially denied, as it was outside of the cancellation window outlined in the TOCAU. Varsity
contacted Ms. ******* upon its receipt of the Complaint and ultimately 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:12/22/2022
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 purchased a package at the beginning of 2022 and when the hours ran out and I needed to adjust my account, i was coerced into buying a monthly membership (they had changed their offerings without telling anyone until you called.) When I had issues with this, I tried for 2 days to speak to someone over the phone, was told I would receive a call back, which never happened. When I finally got someone on the phone, there was overly manipulating method to keep me on and I was told they would talk to management about rolling over my excess of 9 hours and that i wouldn’t be charged until january. I was charged december 20th and tried again to no avail to speak to someone. I texted their customer service who told me that my rep would call me back and we scheduled a callback time for b/w 11-11:15. At 11:20 when no one called me, I emailed to say my window was closed and I wasn’t available. I saw a missed call at 11:50(!) from my rep but no phone message and no email. Now two days later, still no response ;after me texting again.) This is not a case of bad customer service, this is a case of flat out lying, empty promises just to “soothe” the customer but I honestly feel like there is no one working there. And now I have 7 hours that they have weasled and manipulated me out of (worth $700.) Now I just want to cancel and I STILL can’t get in touch with anyone to do this. It’s manipulative and unacceptable. Customers become rigid and angry only because the company service is corrupt.
I just want this to end, but they ghost.Business Response
Date: 01/04/2023
*** ** ****** ***** ***** *** * *** ****** ** ***** * ********************* ******* *** ****
****** ******** ******
*** ** ********* **** ****
*** ****** ** *****
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 December 22, 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 [if applicable: as more fully described below].
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
February 2022 in order to be matched with an online tutor. Ms. *** made two (2) separate purchases
through Varsity’s platform (February 2022 and October 2022, respectively), and executed a TOCAU for
Complaint # ********
Page 2
each purchase.1 The October 2022 purchase (and the one at issue in the Complaint) was a Learning
Membership, which is a comprehensive solution that provides multimodal learning services to help
customers achieve their learning goals. 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. Between the date of purchase of the
Learning Membership and the date of the Complaint, 14 sessions were invoiced to Ms. ***’s account by
the tutor. On December 22, 2022 (the same day the Complaint was filed), 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. Varsity communicated with Ms. *** in conjunction with its receipt of the
Complaint, and the parties mutually 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,
****** *****
****** ********* *********
** ***** ******** * ** ***** ********
** ***************************
1 Ms. ***’s October 2022 purchase was a Learning Membership for use on Varsity’s platform, which is a
comprehensive solution that provides multimodal learning services to help customers achieve their learning goals. 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.Initial Complaint
Date:12/19/2022
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 ordered their service, and they could not help me. I had 24 hours to cancel, and they refuse to cancel my fee. I scheduled a time with their councilor per their procedure, and they never call.edBusiness Response
Date: 12/26/2022
*** ** ****** ***** ***** *** * *** ****** ** ***** * *********************
December 27, 2022
****** ******** ******
*** ** ********* **** ****
*** ****** ** *****
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 December 19, 2022 (and of
which Varsity was made aware on December 20, 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), either in person or
online, at times and locations agreed upon between them (such as a library or coffee shop, in the student’s
home, etc), as Varsity does not have any physical locations for tutoring or instruction.1 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 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
1 Although, in light of the COVID-19 pandemic, the in-person option is not currently offered; however, it was an
available option to tutors and students assuming both were willing to meet in person until on or around mid-March,
2020.
Complaint #********
Page 2
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. *** contacted Varsity in order to
be matched with an online tutor. On December 19, 2022, Mr. *** purchased a Learning Membership for
use on Varsity’s platform, which is a comprehensive solution that provides multimodal learning services
to help customers achieve their learning goals. 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 12 months, and would include four (4) hours each month for use with one-on-one
tutoring through the platform. Mr. *** executed the TOCAU on December 19, 2022. Later that day,
Mr. *** indicated to Varsity that he did not wish to continue with the Learning Membership and preferred
to cancel it. By the time the Complaint was received, Varsity was already in communication with Mr. ***
and ultimately chose to provide a resolution that was satisfactory to him.
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:12/17/2022
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.
We signed up for tutoring for my son for, 8 hours a month beginning 9/18/22.. I verbally asked if hours will roll over, and was informed by male sales associate that sold us the plan, I could verbally request it even though the policy states otherwise. When I saw our account balance was significantly lower than what we had paid, I I spoke with *********** ******* regarding this, and she told me that the contract is the contact, and the best she could do was give us 1 month free. This was nothing near the $978 that has now "vanished". *** then refused to provide us any other contact name to speak with to resolve this issue. We are out the money, and the ******* ******* refused to help us. We need ***** ******** of Varsity Tutors to honor his sales staff's verbal agreement, or refund the differential via cashier's check for $978.Business Response
Date: 12/22/2022
*** ** ****** ***** ***** *** * *** ****** ** ***** * *********************
December __, 2022
****** ******** ******
*** ** ********* **** ****
*** ****** ** *****
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 December 17, 2022 (and
of which Varsity was made aware on December 18, 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), either in person or
online, at times and locations agreed upon between them (such as a library or coffee shop, in the student’s
home, etc), as Varsity does not have any physical locations for tutoring or instruction.1 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 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
1 Although, in light of the COVID-19 pandemic, the in-person option is not currently offered; however, it was an
available option to tutors and students assuming both were willing to meet in person until on or around mid-March,
2020.
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
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 20, 2022.
Subsequently on August 18, 2022, Ms. ***** purchased a Learning Membership for use on Varsity’s
platform, which is a comprehensive solution that provides multimodal learning services to help customers
achieve their learning goals. 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 eight (8) hours each month for use with one-on-one tutoring
through the platform. As set forth in the TOCAU, those eight (8) hours each month needed to be
consumed within that month, otherwise they would expire.2 According to Varsity's records and as set forth
in the Complaint, there were times when Ms. ***** did not use all eight (8) hours within a given month,
and as such, those hours expired in accordance with the TOCAU. Varsity contacted the customer upon its
receipt of the Complaint and ultimately 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,
****** *****
****** ********* *********
** ***** ******** * ** ***** ********
** ***************************
2 The TOCAU states: "Monthly Hours cannot be carried forward beyond the next Refresh Date (i.e. You must use
the Monthly Hours prior to the next upcoming Refresh Date, or they will be automatically debited from Your
account in conjunction with the new Monthly Hours being added)."Initial Complaint
Date:12/15/2022
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.
On Nov 28, 2022 I requested information about the Spanish curriculum for kids for my 6 year old daughter. I was explained about the virtual tutoring program and was offered a 12 months membership which included 8 lessons per month. On Nov 29, 2022, I paid a non refundable fee of $415.65 for the first month acknowledging that if I did not cancel the membership within the first 30 days, I was going to get billed every month until membership expiration. Subsequently, my daughter got assigned a tutor and agreed on 1 lesson per week, for the month of December. Up to day, my daughter have only gotten 1 lesson. The tutor cancel my daughter’s 2nd lesson on Friday 9th without advanced notice. That day, I reached out to Varsity and they instructed me to contact the tutor directly. I contacted the tutor and did not receive a response. Later, I called the Varsity’s customer service number and I was put on hold for 30 mins and nobody puck up the call. Today I received a call that the tutor had a personal problem and cannot longer be tutoring, so no lesson will take place Fri 16.
The company has shown great inconsistency and have not rendered the services as agreed on the contract. While I understand that I agree to pay a non refundable fee to try the services for 30 days, Varsity Tutors is at a contract breach since they did not provide the services for the trial period. I already cancel the membership and I am not interested in getting another tutor or taking the remaining 7 lessons my daughter is owed. I want a refund back for the remaining 7 lessons that I will not get.Business Response
Date: 12/22/2022
December 22, 2022
Better Business Bureau
200 S. Broadway, Ste. 2060
St. Louis, MO 63105
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 *** ******* on December 15, 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), either in person or
online, at times and locations agreed upon between them (such as a library or coffee shop, in the student’s
home, etc), as Varsity does not have any physical locations for tutoring or instruction.1 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 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
1 Although, in light of the COVID-19 pandemic, the in-person option is not currently offered; however, it was an
available option to tutors and students assuming both were willing to meet in person until on or around mid-March,
2020.
process and how it works, in addition to setting forth the terms of any guarantees, located at
***********************************************
Regarding *** ******* specifically and according to Varsity’s records, *** ******* first contacted
Varsity in November 2022 in order to be matched with an online tutor. On November 29, 2022,
*** ******* purchased a Learning Membership for use on Varsity’s platform, which is a comprehensive
solution that provides multimodal learning services to help customers achieve their learning goals. 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. *** *******’s Learning Membership was for a period of 12 months, and would
include eight (8) hours each month for use with one-on-one tutoring through the platform. *** *******
executed the TOCAU on November 29, 2022. On December 2, 2022, the first (and only) session was
invoiced to *** *******’s account by her tutor. On December 15, 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 and receive a refund for the first month. The request was initially denied pursuant to
the terms set forth in the TOCAU. Varsity contacted *** ******* upon its receipt of the Complaint and
ultimately chose to provide a resolution that was satisfactory to *** *******.
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
** ***** ******** * ** ***** ********
** ***************************Initial Complaint
Date:12/14/2022
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.
My daughter enrolled in varsity tutors; they said they would have a 30-day trial period. She did not like the online tutoring and had issues understanding the language barrier with the subject being AP Calculus; it made it too much of a challenge for her, so we went a different direction. We could cancel before the trial ended; in fact, we canceled within three days of signing up. However, they did not refund the cost of the membership. The way the membership is portrayed during the signup process is that we, as a customer, have a 30-day trial period, and it can be canceled within the 30-days without issue, inferring that cancelation includes refunding. We went over canceling the membership during the signup call from numerous different angles to make sure we could cancel and get a refund if need be. We were reassured the membership could be canceled, and thus we understood this to be refunded upon cancelation. The membership was canceled on 10/18/2022, I contacted them in November, and we have yet to be refunded on 12/14/2022. We have called them numerous times in between, and only on 12/14/2022, during a phone call, has anyone ever said we would not get a refund. We initiated a dispute within our Credit Card process, and during this process, the terms were made available back to the Credit Card Agency, and in their terms, it says in section 3.1.3.4 Early Cancellation of your Tutoring Subscription Contact Duration, "...you will be permitted to cancel your tutoring Subscription prior to the end of the tutoring subscription duration..." "Those scenarios are: a) if, within thirty (30) days of Your original purchase..." This is pretty simple, if funds will never be refunded, this needs to be made very clear upfront. Offering a 30-day trial period implies that it is a trial period, and if a customer finds the services are not suited to them, then canceling the membership includes refunds. If companies are going to play word games, it's not going to be successful.Business Response
Date: 01/03/2023
See attached response letter.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 *** ****** on December 14, 2022. This
letter shall serve as Varsity’s response to the matters raised in the Complaint; however, please note that
Varsity has provided what it believes to be an amicable resolution in response to *** ******’s Complaint
based upon the policies set forth in the Terms of Customer Account Use, as further indicated herein.
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), either in person or
online, at times and locations agreed upon between them (such as a library or coffee shop, in the student’s
home, etc), as Varsity does not have any physical locations for tutoring or instruction.1 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 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
1 Although, in light of the COVID-19 pandemic, the in-person option is not currently offered; however, it was an
available option to tutors and students assuming both were willing to meet in person until on or around mid-March,
2020.
process and how it works, in addition to setting forth the terms of any guarantees, located at
***********************************************
Regarding *** ****** specifically and according to Varsity’s records, *** ****** first contacted Varsity in
October 2022 in order to be matched with an online tutor. On October 16, 2022, *** ****** purchased a
Learning Membership for use on Varsity’s platform, which is a comprehensive solution that provides
multimodal learning services to help customers achieve their learning goals. 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.
*** ******’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. *** ****** executed the TOCAU on
October 16, 2022. On October 18, 2022, *** ****** 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 first month (which had already been paid). While the cancellation was processed, the
request for refund was initially denied pursuant to the terms set forth in the TOCAU. Upon receipt of the
Complaint, Varsity ultimately chose to issue 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,
****** *****
Senior Corporate Paralegal
p: ***** ******** | f: ***** ********
** ***************************Initial Complaint
Date:12/11/2022
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.
Varsity Tutors LLC has unclear policy regarding subscription. More importantly, I was not informed or reminded that the month I had requested from the representative would continue for a year. Furthermore, the tutor wasn’t able to actually help me with the test like varsity assured they would. So in the end, I had to go to ****** learning for a better tutoring session
But just to be clear varsity tutors is a scam. Save your money and timeBusiness Response
Date: 12/22/2022
*** ** ****** ***** ***** *** * *** ****** ** ***** * *********************
December 22, 2022
****** ******** ********* ** ********* **** ****
**** ****** ** *****
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 December 11, 2022
(and of which Varsity was made aware on December 12, 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), either in person or
online, at times and locations agreed upon between them (such as a library or coffee shop, in the student’s
home, etc), as Varsity does not have any physical locations for tutoring or instruction.1 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 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
1 Although, in light of the COVID-19 pandemic, the in-person option is not currently offered; however, it was an
available option to tutors and students assuming both were willing to meet in person until on or around mid-March,
2020.
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 22, 2022, Ms.
********* purchased a Learning Membership for use on Varsity’s platform, which is a comprehensive
solution that provides multimodal learning services to help customers achieve their learning goals. 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. Ms. *********
executed the TOCAU on October 22, 2022. During October, four (4) sessions were invoiced to
Ms. *********** account by her tutor. In November, Varsity attempted to collect payment for
Ms. *********** second month of the Learning Membership (as set forth/agreed to in the TOCAU);
however, the payment did not go through. Varsity made multiple attempts to contact Ms. *********
regarding the issue, but the attempts were unanswered. On December 1, 2022, Varsity advised Ms.
********* that her Learning Membership was inactive as a result of the missed payment (although
Varsity continued to attempt to collect the missed payment, as it is permitted do under the TOCAU2). On
December 5, 2022, the missed payment for the second month of Ms. *********** Learning Membership
was collected (and thus, four (4) hours were added to Ms. *********’s account). Although Varsity
disagrees with Ms. *********** assertion that she “was not informed or reminded” that her Learning
Membership would continue beyond the first month, Varsity contacted Ms. ********* upon its receipt of
the Complaint and ultimately 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,
****** *****
****** ********* *********
** ***** ******** * ** ***** ********
** ***************************
2 “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:12/06/2022
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 am not receiving the services for which i am paying. I have been charged over 249 dollars a month for 4 hours of tutoring services since August 2022, and we have NOT received those hours. We have maybe had 4 hours total. Bad technology, tutors that cancel with no notice, absolutely no communication. Its been just a TERRIBLE TERRIBLE situation. I have called the company, i have left complaints and am about to switch banks just to get away from them.Business Response
Date: 12/20/2022
December 20, 2022
Better Business Bureau
*** ** ********* **** ****
*** ****** ** *****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 December 7, 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), either in person or online, at times and locations agreed upon between them (such as a library or coffee shop, in the student’s home, etc), as Varsity does not have any physical locations for tutoring or instruction. 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 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 August 2022 in order to be matched with an online tutor. On August 12, 2022 Ms. ********* purchased a Learning Membership for use on Varsity’s platform, which is a comprehensive solution that provides multimodal learning services to help customers achieve their learning goals. A Learning Membership entitles customers to set a 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 24 months, and would include four (4) hours each month for use with one-on-one tutoring through the platform. As set forth in the TOCAU, those four (4) hours each month needed to be consumed within that month, otherwise they would expire. (The TOCAU states: “Monthly Hours cannot be carried forward beyond the next Refresh Date (i.e. You must use the Monthly Hours prior to the next upcoming Refresh Date, or they will be automatically debited from Your account in conjunction with the new Monthly Hours being added).”) According to Varsity’s records and as set forth in the Complaint, there were times where Ms. ********* did not use all four (4) hours within a given month, and as such, those hours expired in accordance with the TOCAU. Nonetheless, Varsity contacted Ms. ********* upon its receipt of the Complaint and ultimately 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,
****** *****
****** ********* *********
** ***** ******** * ** ***** ********
** ***************************
Customer Answer
Date: 12/20/2022
Complaint: ********
I am rejecting this response because:Since my discussion with varsity Tutors, the tutor showed up for 1 session, of which she was only on for 25 minutes 12/13/2022 (i pay for an hour), and then on 12/20/2022, again, with no communication from the tutor, she never showed up for the session at all.I want OUT of the contract. I have paid for more hours than we have received.At this point, it has been such a frustrating and disappointing deal that i can't imagine being able to tolerate anyone associated with this company. And for 249$ a month, i am very much NOT GETTING THE SERVICES FOR WHICH I AM PAYING, which means VARSITY TUTORS is not fulfilling their end of the contract. I want OUT.
I have also sent an email to the Manager with which i had a discussion earlier this month, so this rejection should not be a surprise.
Sincerely,
****** *********Business Response
Date: 01/04/2023
Dear Sir/Madam:We attempted to access the above-referenced Complaint in order to respond to the customer's December 22, 2022, rejection of the resolution, but there were no options to upload a document or create a response. We noted the information indicating that the Complaint is currently under review for mediation by the BBB; however, we do not believe a mediation is necessary because the customer's desired resolution has already been issued, as further addressed below. This email shall serve as Varsity's response to Ms. *********'s December 20, 2022, rejection of Varsity's resolution, and will confirm that Varsity believes it has provided an amicable resolution to any outstanding concerns.To be clear, at the time of Ms. *********s's rejection of the resolution on December 22, 2022, Varsity had already communicated with Ms. ********* via email and processed her request to cancel her membership. A copy of the communication can be provided upon request. Accordingly, Varsity believes that the outstanding concerns related to the Complaint have been amicably resolved (and therefore the issue of mediation to be moot).Please consider this Varsity's response to the customer's December 22, 2022, rejection of the resolution (and at this time, Varsity believes the Complaint itself 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 us.****** *****Sr. Corporate ParalegalInitial Complaint
Date:12/03/2022
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.
In September, I called the Varsity Tutors’ phone number and spoke to a sales rep named ******. My HS son needed desperate help with math, but I had very specific requirements being that he has an IEP and diagnosed ADD.
I was assured after naming my multiple (really very many) requirements for the tutor as well as the learning style of my son that they would be able to help. I was told they were always available, their tutors top notch, and that I would be charged after 30 days $269 monthly.
Our first session was a disaster, I let the company know, and they responded positively and found another tutor. Every session was plagued by issues, technical issues, not knowing how to teach the material, the tutor and my son getting frustrated. It further proved my son’s negative self talk that he wasn’t able to learn the material. There has not been one session that was a positive experience throughout. Each time, I let the company know.
Finally after the tutor never being completely able to teach my son, speaking to the company about this, the tutor was awful to my kid. I called to cancel.
I was told I was under contract, which I’ve never signed a contract, I was given options, none of which were satisfactory as the company assured me after being very very specific on the first conversation they would be able to meet my needs.
They never provided a service that was promised. They were never able to meet the many claims on their website for our family. I gave them every opportunity to let me know they didn’t have the qualified tutors to deal with a SpED teen, again, I was terribly specific.
Without the halting of the monthly charge, I cannot afford to get my son the help he needs by a qualified professional. This company is dishonest and is only out to make money, they don’t actually care if they help a student in need.Business Response
Date: 12/14/2022
Please see the attached letter for Varsity's response to the Complaint.Dear Sir or Madam:
Varsity is in receipt of the Complaint (as defined above) filed by *** ******* on December 4, 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), either in person or
online, at times and locations agreed upon between them (such as a library or coffee shop, in the student’s
home, etc), as Varsity does not have any physical locations for tutoring or instruction.1 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 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
1 Although, in light of the COVID-19 pandemic, the in-person option is not currently offered; however, it was an
available option to tutors and students assuming both were willing to meet in person until on or around mid-March,
2020.
Complaint #********
Page 2
process and how it works, in addition to setting forth the terms of any guarantees, located at
***********************************************
Regarding *** ******* specifically and according to Varsity’s records, *** ******* first contacted
Varsity in September 2022 in order to be matched with an online tutor. On September 29, 2022,
*** ******* purchased a Learning Membership for use on Varsity’s platform, which is a comprehensive
solution that provides multimodal learning services to help customers achieve their learning goals. A
Learning Membership entitles customers to set a 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. *** *******’s 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 TOCAU on September 29, 2022. During the first two (2) months, 10 sessions were invoiced
to *** *******’s account by her tutor. On November 29, 2022 (and prior to Varsity’s receipt of the
Complaint), *** ******* 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. This request was initially
denied, as it was made outside of the cancellation window outlined in the TOCAU. Nonetheless, 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.Initial Complaint
Date:12/03/2022
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.
My son enrolled in varsity tutors, they said they would have a 30 day trial period. He did not like the online tutoring and had connectivity issues, we tried to cancel through email and online, before the trial ended. I have emails that show I cancelled by contacting their folks through email since they don't allow you to cancel through their online management portal. I emailed several times in the days leading up to the trial ending. 5 days after I cancelled they charged me another 540$ for the next month. I called to have them correct this and they won't. They are not doing anything to resolve this except to say he can still be tutored and their tutoring works for so many so should work for him.Customer Answer
Date: 12/12/2022
Thank you for reaching out to the company, their customer service manager called me and provided a refund for the second month they charged me. I conisder this complaint resolved.Thank you!
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