Complaints

This profile includes complaints for Varsity Tutors LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Varsity Tutors LLC

  8001 Forsyth Blvd Ste 1050 Clayton, MO 63105

  
• 

  Varsity Tutors LLC

  4525 Oak St Kansas City, MO 64111-1818

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/17/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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. 

• Initial Complaint

  Date:09/06/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our complaint has been successfully resolved in a very amicable way.

  Thanks,

  ***