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.
- 170 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:10/25/2022
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 offers a money-back guarantees if your child doesn't improve their SAT/ACT scores.. My child was enrolled in their SAT/ACT test prep program and did not improve. We provided them with the evidence, and they refuse to issue a refund.
Apparently, my child missed a session, so we're ineligible. However, the reason she missed a session is that the tutor cancelled on us! We even tried to join an "on-demand tutoring" session in its place, but no instructor showed up there either for 3 hours.
Varsity Tutors also claimed that we did not submit her scores soon enough. I actually called them immediately regarding how to submit the scores and I was told that a representative would get back to me shortly to tell me how to proceed. No one ever did, not by phone or email or any other means. I eventually called them again, at which point I was given directions regarding how to submit evidence of her scores, which I promptly did. But apparently, by that time it was already after their official time-frame.
They weaponized their own incompetence by:
a) of not providing the tutor and then faulting us for not using all our sessions, and
b) not responding to a direct request for directions to submit evidence and then faulting us for not sending it soon enough
I expect a full refund.
Business Response
Date: 11/08/2022
Please see the attached document for Varsity's Response
Dear Sir or Madam:
Varsity is in receipt of the Complaint (as defined above) filed by *** ******* on October 25, 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 *** ******* specifically and according to Varsity’s records, *** ******* first contacted Varsity in May 2022 in order to be matched with an online tutor. On May 1, 2022, *** ******* purchased a package of hours for use on Varsity’s platform, and executed the TOCAU on May 2, 2022. Between [DATE OF FIRST SESSION] and [DATE OF LAST SESSION], [# OF SESSIONS] were invoiced to [CUSTOMER’S] account by HIS/HER tutor. Between September 9, 2022 and October 26, 2022, *** ******* communicated with Varsity to indicate that she wanted a full refund for her purchase pursuant to the Better Score Guarantee. This request was initially denied, as *** ******* did not meet all of the required eligibility criteria to receive a refund under the Better Score Guarantee. Specifically, *** ******* did not submit purchase/complete the minimum hours required for eligibility, and also did not submit the score to Varsity within 14 days of the score release date. Varsity contacted *** ******* upon its receipt of the Complaint and 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,
******** ******
Associate General CounselInitial Complaint
Date:10/22/2022
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 bought 30 hour tutoring time from Varsity Tutor for my daughter in 2019. The sales person first told me that
unused time will be refunded. My daughter used 10.5 hours, so I called Varsity for refund. At that time I was
told that I can keep the remaining hours and used in future. I was never told that these time would be expired
in 12 months. Last week I logged in to my account and found my remaining time went to zero. I called the
customer service, who told me it's their company policy that any unused time will be expire in 12 months.
I told her that I was told differently and want to speak to the supervisor. A few hours later a lady called me
back. She told me that she can credit 19.5 hours to my account, but I have to use it in 6 months, or it will be
expired. I told her that I can't accept this and I will report to BBB. Then a day later I received an email from
Varsity, telling me that my time won't expire in 6 months. How come this company can change their policy
day by day? I can't trust this company and want my complete refund.Business Response
Date: 11/04/2022
101 S. Hanley Road, Suite 300 | St. Louis, MO 63105 | www.varsitytutors.com
November 4, 2022
Better Business Bureau
200 S. Broadway, Ste. 2060
St. Louis, MO 63105
Re: Complaint #******** **** ************ * *** **** ***** ******
******* ****** ***** *********** ******** ** *** *********
Dear Sir or Madam:
Varsity is in receipt of the Complaint (as defined above) filed by *** **** on October 22, 2022. This
letter shall serve as Varsity’s response to the matters raised in the Complaint; however, please note that ,
despite the fact that *** **** has not been an active customer in over three (3) years, Varsity believes 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 (www.varsitytutors.com).
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
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
online platform. Varsity is transparent about its services and uses its Terms of Customer Accounts Use
(the “TOCAU”) to reinforce the process. In fact, the potential customers/students must review and sign
the TOCAU and acknowledge the policies before they ever engage in the services of a tutor through
Varsity’s platform. Varsity’s website is also critical in setting these expectations and explaining the
process and how it works, in addition to setting forth the terms of any guarantees, located at
https://www.varsitytutors.com/guarantee-policy.
Regarding *** **** specifically and according to Varsity’s records, *** **** first contacted Varsity in
January 2019 in order to be matched with an online tutor. On January 4, 2019, *** **** purchased a
package of hours for use on Varsity’s platform, and executed the TOCAU on January 4, 2019. Between
January 7, 2019 and April 1, 2019, nine (9) sessions were invoiced to *** ****’s account by his tutor.
Over three (3) years later, in October 2022, *** **** reached out to Varsity to inquire about any unused
hours on his account. It is unclear why *** **** waited so long to reach out to Varsity Tutors about a
purchase from 2019.
Regardless, and while not required to do so (as *** ****’s request falls well outside the refund window
as set forth in the TOCAU, as well as the fact that the hours have specified expiration dates set forth in the
TOCAU), Varsity has worked with *** **** to reach what Varsity believes to be 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:10/20/2022
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 a graduate student seeking Statistics tutoring through Varsity Tutors approximately 1 week ago. I received an initial assessment call on 10/15/22. I informed the representative that I was looking for a tutor accustomed to working graduate-level statistics within the upcoming week due to midterms deadlines for 1-hour sessions two times a week. It was confirmed I would be paired with someone that would fit my needs. I purchased the 8-hour/month plan for $649/month on 10/17/22. On 10/20/22, I had an appointment with a tutor and no one showed up for the session despite expressing the importance and timelines. I noticed the tutor scheduled 1-hour session once a week. I eventually accepted the 1-hour session only for the tutor not to show up. I rescheduled with another tutor the same night because of the timelines and again it was a no-show. Apparently the system is automated to reflect acceptance by the tutor when in fact no one has confirmed the session. 2 hours later, I received a text message from the original tutor stating Varsity told them they were taking care of me being paired with someone to fit my needs. Once again, Varsity has failed to provide a very expensive service in the midst of midterms which is already a very stressful time. I was clear about my expectations. Varsity couldn't meet my expectation and I would like the $649 refunded.Business Response
Date: 11/04/2022
101 S. Hanley Road, Suite 300 | St. Louis, MO 63105 | www.varsitytutors.com
November 4, 2022
Better Business Bureau
200 S. Broadway, Ste. 2060
St. Louis, MO 63105
Re: Complaint #******** **** ************ * ****** ******** ***** **********
******* ****** ***** *********** ******** ** *** *********
Dear Sir or Madam:
Varsity is in receipt of the Complaint (as defined above) filed by *** ******** on October 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 (www.varsitytutors.com).
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
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
(the “TOCAU”) to reinforce the process. In fact, the potential customers/students must review and sign
the TOCAU and acknowledge the policies before they ever engage in the services of a tutor through
Varsity’s platform. Varsity’s website is also critical in setting these expectations and explaining the
process and how it works, in addition to setting forth the terms of any guarantees, located at
https://www.varsitytutors.com/guarantee-policy.
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 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. *** ********** Learning Membership would include eight (8) hours each month
for use with one-on-one tutoring through the platform. *** ******** executed the TOCAU on October
20, 2022. There were scheduling conflicts with the tutor who was initially placed with *** ********, and
ultimately, *** ******** was not satisfied and requested a full refund. Varsity accommodated ***
********** request for a refund because it was made within the 30-day refund window set forth in the
TOCAU.
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:10/13/2022
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 on October 10, 2022. We were promised an instant tutor for my wife's college algebra class. We explained the class was a fast class with two weeks left. We were told she would get instant tutor within an hour. Tutor didn't happen like we were told and when we finally did get one the tutor wasn't that knowledgeable at it. We got disconnected from the tutor who never reached back out nor did Varsity Tutors. We asked for a refund and cancelation. We were first told the same day that a refund was being processed, however, on the 13th we were told that once you buy the membership for $309.00 you don't get a refund even if you can't/don't use the service. WE WERE SCAMMED AND TAKEN ADVANTAGE OF! Please help if there is anything that can be done.Business Response
Date: 10/27/2022
101 S. Hanley Road, Suite 300 | St. Louis, MO 63105 | www.varsitytutors.com
October 27, 2022
Better Business Bureau
200 S. Broadway, Ste. 2060
St. Louis, MO 63105
Re: Complaint ********* **** ************ * **** ***** ***** *******
Varsity Tutors LLC’s (“Varsity”) Response to the Complaint
Dear Sir or Madam:
Varsity is in receipt of the Complaint (as defined above) filed by *** ***** on October 13, 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 (www.varsitytutors.com).
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
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 # 18220902
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
https://www.varsitytutors.com/guarantee-policy.
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 10, 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.
*** *****’ Learning Membership would include four (4) hours each month for use with one-on-one
tutoring through the platform. *** ***** executed the TOCAU on October 10, 2022. During the first
month, thirty (30) minutes were invoiced to *** ****** account by his tutor. Shortly thereafter, *** *****
indicated to Varsity that he was unhappy with the tutoring service that was provided as his wife was
ultimately not matched with a tutor within their desired timeframe. On October 14, 2022, Varsity
communicated with *** ***** to indicate that a refund would be processed within three (3) to five (5)
business days, and it has in fact, been processed. At the time the Complaint was received, Varsity had
already communicated with *** ***** and the parties had reached an amicable resolution, as such Varsity
believes this matter to be resolved.
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,
******** ******
Associate General Counsel
p: (314) 412-1227 | f: (888) 560-0999
e: [email protected]Initial Complaint
Date:10/13/2022
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.
So I purchased MCAT tutoring back in August due to not getting a good score the previous time, and the representative that I spoke with mentioned that there was a better score guarantee or you would get your money back. She failed to mention that I needed to purchase so many hours in order to be eligible. I needed to buy 24 hours, but I only bought 12 hours, which was 1296 dollars. For that amount of money, I think that you should be eligible regardless of how many hours you pay. I got my score back and did not do so well, so I called, hoping that I could get my money back. They informed me that I couldn't get it back, which is a scam in itself because failing to mention those important details to people who genuinely need help is wrong.Business Response
Date: 11/03/2022
Please see the attached documents for Varsity's ResponseInitial Complaint
Date:10/08/2022
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.
Varsity Tutors LLC has unclear policy regarding credit expiration. More importantly, I was not informed or reminded that my purchased credits were about to expire. 2.5 hours were deducted from my account on 9/29/2022 and another 3 hours were deducted on 10/6/2022. I ask that these hours be credited back to my account. Also, going forward Varsity Tutors should send reminders about credit expiration to its customers.Business Response
Date: 10/21/2022
*********************************************************** | ****************************** | www.varsitytutors.com
October 21, 2022
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 Mr. ***** on October 8, 2022. 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), either in person or
online, at times and locations agreed upon between them (such as a library or coffee shop, in the students
home, etc), as Varsity does not have any physical locations for tutoring or instruction.2 Varsitys platform
also offers customers/students several different choices for how to engage with tutors, instructors, experts,
and professionals including one-on-one (between one tutor and student), small group tutoring (between
one tutor or instructor and a small group of selected students), group courses (with one tutor or instructor
leading a session with a large number of participants), or combinations of the above. Customers/students
of the platform can also get immediate, live, one-on-one tutoring or instruction in more than 100 subjects
in as little as 15 seconds by connecting with a tutor through the Instant Tutoring feature on Varsitys
platform.
In 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,
andexperts 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).
1 Please note that, while the Complaint stated that the customers name was *************** and listed the email address
as ******************* Varsitys records indicate that the customers name associated with that email address is
***********. In light of the Complaint having referenced the name as ***************, Varsity will use that name within this
response; however, it is contrary to the customers name in Varsitys records.
2Although, in light of the ******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
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
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
https://www.varsitytutors.com/guarantee-policy.
Regarding ************ specifically and according to Varsitys records, ************ first contacted Varsity in
August 2020 in order to be matched with an online tutor, and executed the ***** on August 25, 2020.
************ did not make a purchase, however, until the following year in June 2021. Between June 21,
2021 and October 8, 2022, over one hundred sessions were invoiced to Mr. ***** account by his tutor(s).
More recently, between October 9, 2022 and October 11, 2022, ********** communicated with Varsity that a
total of 5.5 credit hours had been marked as expired and removed from his account on September 29,
2022 and October 6, 2022. ********** was not satisfied with the credit hours expiring (despite the
expiration policy being set forth clearly in the ***** that ********** agreed to), and requested to have the
five and a half (5.5) credit hours applied back to his account. In an effort to resolve the matter, Varsity
has applied ten (10) credit hours to Mr. **** account. As such, the parties have 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,
*****************************
Associate General Counsel
p: ************** | f: **************
e: ********************************Customer Answer
Date: 10/24/2022
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:10/04/2022
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.
I am a doctoral student who contacted Varsity Tutors approximately 1 week ago. I received an initial assessment call on 9/24/22. I informed the representative that I was looking for a tutor accustomed to working with PhD students in Advanced Statistics, STATA, and SQL databases. I also made very clear that I needed assistance as soon as possible with 2 hour sessions. After receiving assurance that Varsity Tutors could meet expectations, I purchased the 8 hour/month plan for $509/month on 9/27/22. On 9/30/22, I had an appointment with a tutor. I noticed the tutor scheduled 1 hour sessions. I sent the tutor a message reminding her of my expectations. We went back and forth about scheduling. I was repeatedly told how packed her schedule is. I cancelled the session due to her inability to provide 2 hours sessions and unprofessionalism in telling a customer how busy she is tutoring others.I contacted Varsity about this on approximately 9/30/22 or 10/1/22 . A representative assured me Varsity could find a tutor to meet my expectations and would look for another qualified tutor. I was matched with someone on 10/2/22 (estimate), called her on 10/3/22. She requested that I, the customer, call her back in ***** minutes. This was unprofessional, and I waited to see if she would call me back to judge her dedication to my learning. She did not. I called Varsity and requested a refund. The representative stated the new tutor was also busy, offered alternative solutions that would not work for me as a doctoral student. I was told that Varsity doesn't give refunds despite a customer paying for a service less than 7 days prior without receiving the service.I paid Varsity with Federal Student Loan funds. I take using taxpayer funds for education very seriously. I was clear about expectations, Varsity couldn't meet them...I would like the $509 refunded so I can be more productive with taxpayer dollars.Customer Answer
Date: 10/13/2022
The business agreed to settle the issue with a refund.Initial Complaint
Date:09/19/2022
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.
On July 26, I contacted Varsity Tutors to guide me with a project I was assigned in which I needed to use Statistics in R programming. Initially, the membership was going to be for six months paying $299 per month. However, the project ended within the first month of the tutoring service. I contacted Varsity via Chat to request a membership cancellation since I no longer needed the tutoring classes. They called me back and denied the cancellation, saying I should have canceled during the first month, which I did. Instead, Varsity charged me with a second payment. On August 29, I contacted the company via email. Due to their lack of response, I emailed them several times and requested a cancellation. They finally responded, saying they would send the case to the Account Manager. They took two weeks to respond, saying that my "request for a cancelation outside of the parameters of the agreement you signed is declined." I did not sign any agreement whatsoever, and they never sent any! They never sent any paperwork nor explained the parameters. This company is taking advantage and demands I use a service I no longer need. In any education service, the student/customer should have the right to terminate service if the person no longer needs it. I really appreciate your assistance in advocating for my right to terminate the tutoring service and requesting this company cancel the membership. Attached is the only email I received from Varsity regarding my account. They did not send parameters or agreements.Business Response
Date: 10/03/2022
*********************************************************** | ****************************** | www.varsitytutors.com
October 3, 2022
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 September 19, 2022. 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), either in person or
online, at times and locations agreed upon between them (such as a library or coffee shop, in the students
home, etc), as Varsity does not have any physical locations for tutoring or instruction.1 Varsitys platform
also offers customers/students several different choices for how to engage with tutors, instructors, experts,
and professionals including one-on-one (between one tutor and student), small group tutoring (between
one tutor or instructor and a small group of selected students), group courses (with one tutor or instructor
leading a session with a large number of participants), or combinations of the above. Customers/students
of the platform can also get immediate, live, one-on-one tutoring or instruction in more than 100 subjects
in as little as 15 seconds by connecting with a tutor through the Instant Tutoring feature on Varsitys
platform.
In 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 (www.varsitytutors.com)..
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
1 Although, in light of the ******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
(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
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
https://www.varsitytutors.com/guarantee-policy.
Regarding **************** specifically and according to Varsitys records, **************** first contacted Varsity
in July 2022 in order to be matched with an online tutor. On July 28, 2022, **************** purchased a
Learning Membership for use on Varsitys 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 six (6) months, and would include four (4) hours
each month for use with one-on-one tutoring through the platform. She executed the ***** on July 28,
2022. During the first two months, eight (8) sessions were invoiced to Ms. ******* account by her tutor.
On August 29, 2022, **************** indicated to Varsity that, while she was happy with the tutoring services
she was receiving, she did not wish to continue with her Learning Membership for the remainder of the
six-month term and that she preferred to cancel it. This request was initially denied, as it was made
outside of the cancellation window outlined in the *****. Nonetheless, Varsity contacted ****************
upon its receipt of the Complaint and ultimately chose to provide the requested 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,
*****************************
Associate General Counsel
p: ************** | f: **************
e: ********************************Customer Answer
Date: 10/12/2022
Thank you for the response. I am with the resolution.Initial Complaint
Date:09/17/2022
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.
The activity log in their APP is not complete thus misleading. It does not include the action of expiring hours.
I started using Varsity Tutors in September 2020. I've been using their APP to track my purchased hours and usage. I just found out that when tutoring hours got expired, it did not show in the APP. However, there is an item as "Credit Expiration" in Hours Balance & Usage on the website.
I think APP should have the full activity log as website does, so the account activity is clear and transparent to members no matter which platforms we use. I am disappointed and hope Varsity Tutors will fix it.Business Response
Date: 10/07/2022
*** ** ****** ***** ***** *** * *** ****** ** ***** * *********************
September 21, 2022
Better Business Bureau
200 S. Broadway, Ste. 2060
St. Louis, MO 63105
Re: Complaint ********* **** ************ * ******* **** ***** ******
Varsity Tutors LLC’s (“Varsity”) Response to the Complaint
Dear Sir or Madam::
Varsity is in receipt of the Complaint (as defined above) filed by *** **** on September 17, 2022. This
letter shall serve as Varsity’s response to the matters raised in the Complaint; however, please note that
Varsity has made multiple attempts to make contact with *** **** in response to the Complaint;
however, *** **** has not been available for a call to discuss. Varsity remains willing and able to
discuss the situation with *** **** in order to reach an amicable resolution.
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, educators,
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).
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
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
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
Varsity’s platform. Varsity’s website is also critical in setting these expectations and explaining the
process and how it works, in addition to setting forth the terms of any guarantees, located at
https://www.varsitytutors.com/guarantee-policy.
Regarding ******* **** specifically and according to Varsity’s records, *** **** first contacted Varsity
in September 2020 in order to be matched with an online tutor. On September 9, 2020, *** ****
purchased a package of hours for use on Varsity’s platform, and executed the ***** the same day.
Between September 9, 2020 and August 17, 2021, four (4) sessions were invoiced to *** ****’s account
by her tutor. The remaining hours expired in accordance with the terms of the *****. Between
September 17, 2022 and September 26, 2022, *** **** communicated with Varsity to indicate that she
was unaware that the tutoring sessions included an expiration date and that she did not understand certain
aspects of the mobile application. Varsity has made many attempts to reach out and contact *** **** in
response to her concerns; however, we have not been able to have a substantive discussion with her. As a
quick recap, on September 24, 2022, she advised that she would be not be available to speak with Varsity
until after October 1, 2022. As a result,Varsity requested an extension from the Better Business Bureau to
allow for Varsity to connect with *** ****. Following additional outreach, Varsity was successful in
making a connection with *** **** on October 6, 2022; however, *** **** informed Varsity that it was
not a good time for her. Varsity offered to contact *** **** by email in order to schedule a preferred time
to discuss this matter, which Varsity then did, and Varsity is now awaiting *** ****** response. We are
always open and available to discuss this matter further with *** **** at her availability in order to reach
an amicable resolution.
Please consider this Varsity’s response to the Complaint. 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:09/14/2022
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.
Hired and paid Varsity Tutors 2 payments for a total of $1,025. The service was for online SAT prep courses + 8hr of 1:1 individual tutoring. The online services in a group setting were scheduled and my daughter attended. The 8hr block of 1:1 were never rendered due to: 1. Individual tutor cancelling at the last minute 2. No 1:1 tutor available. Consequently, my daughter was not able to schedule any 1:1 tutoring (most important part) going into the final 2 weeks prior to her SAT test. I requested a refund multiple times (+3) and was told it would happen, being reviewed or being processed. This amount was for $341.67. Nothing has been processed and continue to be told the same answer, "We see it going to be reviewed and processed". This has now become a lie, a crime and robbery. Services were paid for, services were not delivered and no refund has occurred.Business Response
Date: 09/28/2022
Please see the attached document for Varsity's reply.
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.
Regarding ****************** specifically and according to Varsitys records, ****************** first contacted Varsity in June 2022 and purchased a package of hours for use on Varsitys platform in a combination of group courses and 1:1 tutoring sessions. Due to scheduling challenges, the customer was unable to participate in any 1:1 tutoring sessions, and thus requested a refund (which was granted and issued on September 15, 2022). Accordingly, at the time the Complaint was received, Varsity had already 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.
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