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

  
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  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:01/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Terrible experience!!My son signed up for tutoring, he told them it was for 1 month for exam, he told them NOT TO RENEW his membership/ subscription afterwards. He found the tutoring wasn't great, he paid for four hours but he only was able to three because of the tutor's busy calendar. So he doesn't even get all the hours he paid for.Despite his request not to renew he got charged CAD$319 for a second month. He calls immediately to explain his account wasn't to renew and to request a refund. He gets the run-around from different customer service ***** it seems nobody has authority to issue refunds except supervisors. Even though he calls one day later (and hasn't used any of his hours) he eventually gets told that there's no refunds as per the tiny print in their "terms and conditions". They have his original call on tape where he said he wanted only the tutoring for SINGLE MONTH, and he did NOT WANT TO RENEW for a second month, even when they have documented - they still charged him. When I search online I see numerous complaints from parents on this very issue, people sign up for the service, ask for a refund when they no longer need and are refused. It's really sad and terrible business ethics. *** ******, the founder of ********, had a famous saying, "the customer is always right." I wish ********************** truly took that to heart.I find dealing on this issue a frustrating experience (as others parents have attested to), no e-mail on the website to raise this issue. Varsity tutors proudly mentions their "GUARANTEE of personal satisfaction" on the website, but when you ask for a refund one day after you've been billed you find out that all the so-called guarantees are really FAKE! Don't honor their ******* son has had multiple conversations where he's simply requests a refund of CAD$319, all he gets is excuses. Truly disappointing experience, so many other businesses would have handled this a 1000 times ********* request is for a refund of CAD$319.00.

  

  Business Response

  Date: 01/20/2025

  Varsity is in receipt of the Complaint filed by **** ******. Although Varsitys attempts to make contact with the Hyrich family in response to the Complaint have gone unanswered, Varsity has effectuated what it believes to be an amicable resolution, and remains willing to discuss the Complaint with Mr. ****** should he wish to do so. Mr. ****** may contact Varsity's customer experience manager at the phone number that was provided to them in the email dated January 14, 2025, to further discuss their concerns. 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 feel welcome to contact us.

• Initial Complaint

  Date:01/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We were sold a guaranteed solution for our college freshman who was struggling with her psychology class. We were told by their sales person that they were capable of finding a qualified tutor quickly. They matched her with a nurse who has a degree from an online school that we never heard of. We said we need someone who has actually studied psychology, and they came back with a recent college grad who took one intro to psychology class. We saw where this was going and cancelled in writing by email and text and followed by phone before using any service. They have charged us $299 for three consecutive months.

  

  Business Response

  Date: 01/20/2025

  Varsity is in receipt of the Complaint filed by ***** ******. Although Varsitys attempts to make contact with Mr. ****** in response to the Complaint have gone unanswered, Varsity has effectuated what it believes to be an amicable resolution, and remains willing to discuss the Complaint with Mr. ****************** he wish to do so. Mr. *************** contact Varsity's customer experience manager at the phone number that was provided to him in the email dated January 14, 2025, to further discuss his concerns. 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 feel welcome to contact us. 

• Initial Complaint

  Date:01/10/2025

  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.

  * Date of transaction: 1/7/2025 * Amount of money paid to the business: $499.99 * What the business committed to provide you: A tutor that can teach my coach my daughter for taking the Accuplacer test through remote tutoring sessions.* What the nature of the dispute is: Varsity Tutor provided an unqualified tutor who openly said that she does not know Math (only knows percentages). The tutor did a very poor job of tutoring. The remote tutoring session was fraught with the tutor losing internet connection issues and had commercials popping up on her browser as she was tutoring.* Whether the business has tried to resolve the problem: No. I requested for a refund and they refused to refund me the money that was charged. Attached are screenshots of all the problems during the online tutoring session and the receipt for the amount charged.

  Customer Answer

  Date: 01/11/2025

  The requested refund from the business is $499.00 not $499.99.

  

  Business Response

  Date: 01/20/2025

  Varsity is in receipt of the Complaint filed by ******** *********. Varsity contacted Mr. ******************* its receipt of the Complaint and ultimately chose to provide a resolution that was satisfactory to him. Accordingly, it is Varsitys understanding that the matter has been resolved amicably. 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 feel welcome to contact us.

  Customer Answer

  Date: 01/22/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ******** *********

• Initial Complaint

  Date:01/10/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My 17 year old son signed up for this. When he was done he cancelled all his sessions. I just found out this week that since he did not call and cancel they have been charging me the last 4 months, which total $1500 I called and explained and they declined to refund me anything- Nevermind the full amount. I have called additional times trying to get a supervisor, manager or someone to call me back. This is a substantial amount of money for a single mom to loose and not be able to have some ***** around getting a refund.

  

  Business Response

  Date: 01/20/2025

  Varsity is in receipt of the Complaint filed by ****** ********. Varsity contacted the Turcottes upon its receipt of the Complaint and ultimately chose to provide a resolution that was satisfactory to them. Accordingly, it is Varsitys understanding that the matter has been resolved amicably. 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 feel welcome to contact us.

• Initial Complaint

  Date:01/08/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to file a complaint against Varsity Tutors regarding unauthorized recurring charges. I signed up for SAT preparation services for my daughter and was charged $529 monthly from October 2024 to January 2025, totaling $2,116. At no point was it made explicitly clear that this fee would be recurring. When I contacted Varsity Tutors, they refunded one months charge of $529 but failed to refund the remaining $1,587 for the unauthorized charges. This is unacceptable, as I never consented to a subscription model or recurring charges. As a single mother, this has placed significant financial stress on me. I am demanding a **full refund of the remaining $1,587** immediately. Varsity Tutors must also ensure that their billing practices are transparent to avoid misleading customers in the future. I trust that ********************** will act responsibly to resolve this matter and issue the refund promptly.

  

  Business Response

  Date: 01/20/2025

  Varsity is in receipt of the Complaint filed by ****** *****. Varsity contacted Ms. ***** upon its receipt of the Complaint and ultimately chose to provide a resolution that was satisfactory to her. Accordingly, it is Varsitys understanding that the matter has been resolved amicably. 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 feel welcome to contact us.

  Customer Answer

  Date: 01/21/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:01/06/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for Varsity Tutors online via guidance on the phone from one of their employees in late August 2024, and was recommended a plan to prep for my LSAT test on November 11th, 2024. I told my tutor when the test date would be and at our final session, assumed that everything was good on my end and that I had paid for all the tutoring I needed. I neglected to see that my subscription was still running, and I received two more monthly charges to my credit card. The first one I assumed was payment for my last month, but then going through my credit card records, I confirmed that I had been charged for two months worth of tutoring and received zero service for it.Those two payments were charged to me on:12/02/24 $632.00 12/31/24 $632.00 I never received a single email informing me of any monthly charges from Varsity Tutors, and so was not informed that I was still being charged for services not rendered.Additionally, it took me 55 minutes waiting on hold on the phone to even cancel my subscription, and I was not given any opportunity for a possible refund. Varsity Tutors' method of cancellation is also in breech of the FTC's new Click to Cancel rule going into effect on on January 14th, with full compliance required by May 14th of this year, as they do not allow subscribers to cancel online the same way they can sign up.I would also like Varsity Tutors to delete my credit card information to ensure that I am never charged again for services I did not pay for, and because I cannot delete it myself or even uncheck it as my payment method on their horrendous website.

  

  Business Response

  Date: 01/13/2025

  Varsity is in receipt of the Complaint filed by ****** *****. Varsity contacted ****** Brown upon its receipt of the Complaint and ultimately chose to provide a resolution that was satisfactory to him. Accordingly, it is Varsitys understanding that the matter has been resolved amicably. 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 feel welcome to contact us. 
  
  

  Customer Answer

  Date: 01/17/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:01/03/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Varsity Tutor makes the process of canceling a subscription a second job, it takes hours to get in contact with billing to cancel a subscription, but when you want to create an account they answer immediately. They purposely make canceling a membership by only allowing an "account manager" to cancel a subscription. This is the only company that I have ever seen to not allow cancellation on their website.

  

  Business Response

  Date: 01/10/2025

  Varsity is in receipt of the Complaint filed by ******** ******. Although Varsitys attempts to make contact with Mr. ****** in response to the Complaint have gone unanswered, Varsity has effectuated what it believes to be an amicable resolution, and remains willing to discuss the Complaint with Mr. ****** should he wish to do so. Mr. ****** may contact Varsity's customer experience manager at the phone number that was provided to him in the email dated January 9, 2025, to further discuss his concerns. 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 feel welcome to contact us.

  Customer Answer

  Date: 01/10/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:01/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to file a formal complaint against Varsity Tutors regarding an unresolved issue with their services and refund policy.I enrolled in Varsity Tutors and used their platform for approximately four months. I canceled my subscription on December 10, 2024, which was also the last billing date for my account. As part of my plan, I scheduled my final tutoring session for December 10 in the evening, intending to use the remaining two hours of tutoring time I had paid for.Unfortunately, my tutor canceled the session at the last minute. This resulted in me losing nearly $150 worth of tutoring hours that I was unable to reschedule or use. I immediately contacted Varsity Tutors to explain the situation and request a refund for the lost hours. Despite the fact that the cancellation was entirely out of my control, Varsity Tutors has refused to refund **** find this lack of accountability and refusal to address the issue unacceptable, particularly since the missed hours were due to their tutors last-minute cancellation. As a customer, I expected better service and resolution to this problem.I kindly request your assistance in resolving this matter. I am seeking a refund for the $150 worth of tutoring hours that I lost due to the tutor's cancellation. I believe this is a fair request given that the lost service was not my fault.Thank you for your attention to this matter. I look forward to your response and hope this issue can be resolved promptly.

  

  Business Response

  Date: 01/09/2025

  Varsity is in receipt of the Complaint filed by ****** *******. Although Varsitys attempts to make contact with Ms. ******* in response to the Complaint have gone unanswered, Varsity has effectuated what it believes to be an amicable resolution, and remains willing to discuss the Complaint with Ms. ******************* she wish to do so. Ms. **************** contact Varsity's customer experience manager at the phone number that was provided to her in the email dated January 6, 2025, to further discuss her concerns. 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 feel welcome to contact us.

• Initial Complaint

  Date:12/31/2024

  Type:Product 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.

  In the evening of December 2nd 2024 (Cyber-Monday), I spoke on the phone at length with a Senior Consultant who identified themselves as ******** She began telling me her story that prior to working for Varsity Tutors she was a middle school teacher for five years. She went on to give me explicit information in great detail as to the outline and capabilities of their program:7-days pr/wk availability, beginning 6am-11pm Matched with a tutor that fits your needs and schedule Tutor has access to Schoology (my son's school platform)At the end of the 45min conversation, and because it was "Cyber Monday" I was offered a deal that would expire that day (12/2) - that included 8-hrs per month of tutoring for a reduced price of $399 (each session $49.88). Normally this would be $499 but TODAY ONLY that price is reduced by 20%. I let her know that I would have to talk to my husband about it, but it sounded promising. She reiterated that this "deal" would only be good through midnight but that I could call back to confirm. I called back, confirmed the offer I had written down that I was told, ******* confirmed this was true and I accepted the offer. I was able to set-up a login and a tutor was in the works to be placed. It wasn't until I was scheduling availability with the assigned tutor "******" that my account was only set-up with 4 sessions, one-hour per/wk option ONLY. The assigned tutor's availability time was not at all conducive to my son's schedule, like previously explained and ensured by ******* that it would be. Bottom line, I was sold an 8-hr service 2 per/wk, to assist my son with his current workload through Schoology. At no point during the four sessions in December, did the tutor inquire to Schoology or reference ANY of my son's current statement of work. As I just explained on the phone to *********, another Varsity Tutors consultant, the refund that I am entitled to is for the remaining 4hrs that were falsely sold to me and never accessible.

  

  Business Response

  Date: 01/07/2025

  Varsity is in receipt of the Complaint filed by ***** *****. Varsity contacted ***** upon its receipt of the Complaint and ultimately chose to provide a resolution that was satisfactory to them. Accordingly, it is Varsitys understanding that the matter has been resolved amicably. 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 feel welcome to contact us.

  Customer Answer

  Date: 01/08/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:12/29/2024

  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.

  My daughter signed up last month for 8 tutoring sessions. She told them that was all she needed, she was finishing her fall semester at school. It was $425. NOBODY bothered to explain that unless she cancelled it would automatically renew the next month. Her last session was Dec 8, it is now Dec 29 and they have taken another $425 out of my account. There was no email warning of upcoming renewal or anything. I called to cancel & get a refund. She told me she would put a request/review in but they have a no refund policy. I feel that is a VERY deceptive way to handle business, not to bother explaining there is an automatic renewal or sending an email to remind you of upcoming renewal. I feel its just an underhanded way to take peoples money!

  

  Business Response

  Date: 01/03/2025

  Varsity is in receipt of the Complaint filed by ****** ********. Varsity contacted Ms. ********** daughter, *******, who is the owner of the account, and ultimately chose to provide a resolution that was satisfactory to the McLaurins. Accordingly, it is Varsitys understanding that the matter has been resolved amicably. 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 feel welcome to contact us.

  Customer Answer

  Date: 01/03/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ****** ********