• Initial Complaint

  09/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  09/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Fraudulent business practice. They cancelled my 85 hours approximately $3,200 lost as the terms "expired" despite not clearly stating this. I am a pediatrician and if I can't understand this others cannot as well. Called and they offered 10% off which is $400. This is an obvious bait and switch and all should be aware of unfair business practice. This is especially problematic in times of covid where we are all busy and looking for help.

  Customer response

  09/07/2022

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

  Thanks,

  ***

• Initial Complaint

  06/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased tutoring for my daughter starting in 2/2019. I purchased 15 hours for $850. I was so happy with the help for her, I purchased another +30 hour for $1690. I used hours up to 4/18/2020. And I am suppose to have about 28 hours left but the company cancelled out the hours because I have not used the hours in a year, I found this out when one of the reps call me today, I believe they called me because I was on the account looking to use the service. I was online yesterday or day before. My daughter did not need the tutoring during Covid19 because it was too hard to be online for regular school hours and then be online again for Varsity Tutors. I did get a couple call from the vendor asking if my daughter need help. I declined and told them she is doing great. But was never told I would lose the remaining hours equaling $1690. I was told it would be better to to schedule a session at least every 3 months but never told I would loose the hours or $1690, I just purchase hours. I told them I wanted to save to have *** do so tutoring for her PSAT or SAT. I did inquiry about the fact I did not see the hours but was told it just a book keeping issue and the hours would appear when I set up a session. Ms. ****** ****** call me today set up a tutoring with my daughter to find out I did not have tutoring hours left. I thought you took my money and you want me to pay again. She then offered 10 hours back, I call back to speak to Jim Nichols and I was told I could have 10% off a new purchase of hour? I asked him well who is using my money for the tutoring hours I purchased in April 2019. I was lied to. I want the hours restored or my money back so I can go to another tutoring company. I can not afford to loose $1690 dollar. Not now!! I want my money back!!! This vendor is not being truthful and not warning people about losing your money. They told me I lost my money within a year but in fact they canceled the hours 3 months after the year??

  

  Business response

  07/15/2022

  Please see the attached documents for Varsity’s response.

  Dear Sir or Madam: Varsity is in receipt of the Complaint (as defined above) filed by Ms. ********-******* on June 30, 2022. This letter shall serve as Varsity’s response to the matters raised in the Complaint; however, please note that the parties have already reached an amicable resolution that fully resolves any and all issues in the Complaint. By way of background, Varsity is a live learning platform that, among other things, seamlessly connects experts and learners in any subject, anywhere, at any time. This includes connecting students with tutoring, academic enrichment, and test-preparation needs with vetted, independently contracted tutors and test instructors who provide those services directly to students (not Varsity), either in person or online, at times and locations agreed upon between them (such as a library or coffee shop, in the student’s home, etc), as Varsity does not have any physical locations for tutoring or instruction. 1 Varsity’s platform also offers customers/students several different choices for how to engage with tutors, instructors, experts, and professionals including one-on-one (between one tutor and student), small group tutoring (between one tutor or instructor and a small group of selected students), group courses (with one tutor or instructor leading a session with a large number of participants), or combinations of the above. Customers/students of the platform can also get immediate, live, one-on-one tutoring or instruction in more than 100 subjects in as little as 15 seconds by connecting with a tutor through the Instant Tutoring feature on Varsity’s platform. In addition to the above, Varsity has expanded its offerings through its platform to include Professional Certifications. The Professional Certifications offering connects customers/students with tutors and/or instructors to assist in various professional certification tests (such as NCLEX or SHRM-SCP, among others), in a one-on-one format or group format. As independent contractors, the tutors, instructors, and experts who offer their services through the platform (in any capacity) have their own materials, styles, and methods as indicated on every page of Varsity’s website (*********************). Varsity highlights its policies on the website and attempts to set realistic expectations with the potential customers/students who seek to be matched with a contracted tutor, instructor, or expert through Varsity’sonline 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://*********************/guarantee-policy. Regarding Ms. ********-******* specifically and according to Varsity’s records, Ms. ********-******* first contacted Varsity in February 2019 in order to be matched with an online tutor. On February 14, 2019, she purchased a package of hours for use on Varsity’s platform, and executed the TOCAU on the same date. Ms. ********-******* made a subsequent purchase of hours (and executed a new TOCAU) in May 2019. Between May 13, 2019, and May 21, 2019, two (2) sessions were invoiced to Ms. ********-*******’s account by her tutor. In August 2019, Ms. ********-******* communicated to Varsity that she did not need to schedule any sessions at that time. Upon information and belief (based upon Varsity’s records and the information available to Varsity), Ms. ********-******* was aware that the unused hours on her account would expire one year after the date of purchase, consistent with the terms of the TOCAU, and she communicated with Varsity on multiple occasions regarding the pending expiration of the hours. Varsity received no communications from Ms. ********-******* from May 2019 to June 30, 2022, when Varsity contacted her in response to her having logged back into her account after several months of inactivity. During that communication, Varsity advised Ms. ********-******* that the hours had expired. Although not required to do so (especially in light of Varsity’s prior communications with Ms. ********-******* in which she acknowledged her understanding of the expiration), Varsity worked with her to resolve her concerns related to the loss of hours in a manner amicable to all parties. Ms. ********-******* continues to utilize the platform as of the date of this writing (according to the invoices that have been submitted to her account). Please consider this Varsity’s response to the Complaint (which, at this time, Varsity considers to have been resolved). Varsity is proud to be an affiliate of the BBB and values the relationship. If you have any questions or comments, or would like to further discuss, please do not hesitate to contact me.

• Initial Complaint

  06/30/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have begun receiving texts about working as a tutor for this agency, which I never contacted them for. They are spamming my phone number with texts about watching a short video to start tutoring students on their platform. I want to know how they got my information (unsolicited) and would like them to stop and delete my information, never to contact me again. They are using a local number for my area (*** area code). Their text offers me to opt out of SMS and reply STOP, but then they will know I am a real person and will just continue to harass me with other methods. I have deleted the other texts from them about filing out an application, but now these are coming in which worry me that someone is using my information.

  

  Business response

  07/14/2022

  *** ** ****** ***** ***** *** * *** ****** ** ***** * ********************* **** *** ****
  
  ****** ******** ****** *** ** ********* **** **** *** ****** ** *****
  
  Re: Complaint #******** (the “Complaint”) – ******* ****** (“Ms. ******”)
  Varsity Tutors LLC’s (“Varsity”) Response to the Complaint
  
  Dear Sir/Madam:
  
  Varsity is in receipt of the Complaint filed by Ms. ******. Varsity submits that the Complaint should be
  removed because a) it was not filed by a consumer of Varsity’s platform, and b) Ms. ****** has not
  purchased anything from Varsity. The Complaint itself also confirms that she did not make a purchase and
  was not a user of Varsity’s platform. As it relates to the content of the Complaint itself, the phone number
  had been submitted to Varsity; however, Varsity has removed the number based upon the Complaint. As
  such, Varsity believes this matter to be closed.
  
  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,
  
  
  ******** ******
  Associate General Counsel
  p: ###-###-#### | f: ###-###-####
  ** ***************************

• Initial Complaint

  06/22/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I made an inquiry with this company in regard to tutoring. I declined after learning the prices. They have continued to hound me daily with calls since. I have reached out in every way including social media to ask them to take me off their call list but the calls continue daily. Calls are blocked but they still show as coming in every.single.day. The company does not have a corporate Contact Us or address to send a formal letter or a corporate phone number. Beware you will be harassed from your initial inquiry and they will not take NO for an answer.

  

  Business response

  07/05/2022

  Please see attached for Varsity's response to the Complaint.

  Varsity is in receipt of the Complaint filed by Ms. ******. Varsity submits that the Complaint should be removed because a) it was not filed by a consumer of Varsity’s platform, and b) Ms. ****** has not purchased anything from Varsity. The Complaint itself, and Ms. ******’s desired settlement referenced therein, also confirms her status as an independent contractor on Varsity’s platform and not a customer (as she did not make a purchase and was not a user of Varsity’s platform). 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. 

  

  Business response

  07/06/2022

  Dear Sir/Madam:

   

  In response to your follow up questions, Varsity Tutors submits that it removed Ms. ******'s phone number from its records and has not made any additional attempts to contact Ms. ****** as of 6/22/2022 (one day *prior to* its receipt or knowledge of the Complaint). Varsity believes this matter to be closed. Please let us know if you have any additional questions. 

   

  ***** **** ****** ***** ********* *********

• Initial Complaint

  03/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This has been the most frustrating company I have ever had to deal with... I hired varsity tutors to help me with Calculus and I paid for 30 hours which was a ton of money. I had a tutor who was setting up tutoring hours for me while I was not even in school and on winter break. I was not being made aware of these appointments and I was not confirming them. Then when I didn't show up I was being billed for the full hour and a half session and being put down as a no show. I called Varsity Tutors and they gave me a full refund for the 30 hours. Now I have a new tutor and it is happening AGAIN. The new tutor is great and this is nothing against her but I don't understand why I am having sessions set up for me and then they are getting "confirmed" when I am not even being made aware of these sessions. This is a total SCAM to run up your account so that you have to spend another $1900 on more hours. Even when you delete all future sessions, they just put them back up... In our first session together she specifically asked me if I would like to make our sessions a weekly thing and I specifically said "no, I will set up more sessions before my next exam," yet my account says "recurring every week" and I have searched everywhere on the website for a way to change this... Dealing with this company is a complete and utter NIGHTMARE. I just want my money back for the 30 hours so that I can move on and find a tutor else where.

  

  Business response

  03/18/2022

  March 18, 2022

  Better Business Bureau

  *** ** ********* **** **** *** ****** ** *****

  Re: Complaint #******** (the “Complaint”) – ***** ***** (“Ms. *****”)Varsity Tutors LLC’s (“Varsity”) Response to the Complaint

  Dear Sir or Madam:

  Varsity is in receipt of the Complaint (as defined above) filed by Ms. ***** on March 6, 2022 and received by Varsity on March 7, 2022. This letter shall serve as Varsity’s response to the matters raised in the Complaint; however, please note that Varsity has attempted to make contact with Ms. ***** in response to the Complaint, and is awaiting her response. Varsity remains committed to working with Ms. ***** 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’shome, 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).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,

  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 athttps://www.varsitytutors.com/guarantee-policy.

  Regarding Ms. ***** specifically and according to Varsity’s records, Ms. ***** first contacted Varsity in December 2021 in order to be matched with an online tutor. On December 3, 2021, Ms. ***** purchased a package of hours for use on Varsity’s platform, and she executed the TOCAU on December 5, 2021.Since then, a total of 18 tutoring sessions were invoiced to Ms. *****’s account by two (2) different tutors (although it was discovered that many were not agreed to in advance). As a result, the corresponding hours were credited back to Ms. *****’s account. Ms. ***** has expressed continued dissatisfaction, and Varsity is amenable to discussing this with her (and has informed her of such);however, Varsity needs her to respond to Varsity’s outreach in order to confirm the next steps.

  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

  02/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was requesting a refund from Varsity Tutors, I was told by a representative that I would get a complete refund because services were not rendered as requested. I called and texted Varsity Tutors and the associate attitude changed and the conversation ended there. I only received ****** supposed to receive a full refund of $347.00.I was told it has been refunded and it has not.

  

  Business response

  03/14/2022

  Dear Sir or Madam:

   

  Varsity is in receipt of the Complaint (as definedabove) filed by Ms. ********on February 25, 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 libraryor 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 severaldifferent 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 tutoringor 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 ********************** 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 throughVarsitys online platform. Varsity is transparent about its services and uses its Terms of Customer Accounts Use (the*****) to reinforcethe process. In fact, the potential customers/students must review and sign

  
  

  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 untilon or around mid-March, 2020.

  
  

  Complaint # 16108235

  Page 2

   

  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 ***************************************************.

   

  Regarding ******************* specifically and according to Varsitys records, ******************** first contacted Varsity in October 2021 in order to be matched with an online tutor.On October 20, 2021, Ms. ******** purchased a package of hours for use on Varsitys platform, and executed the ***** on October 20, 2021. ******************** was matched with a tutor and the tutor invoiced one (1) session to Ms. ********* account. After that session, ******************* asked to be matched with another tutor (which she was; however, that tutor did not invoice any sessions to Ms. ********* account), and then ultimately decided not to proceed with any tutoring services throughVarsitys platform. Accordingly, Varsity agreed to issue ******************** a refund, as her request was within the 30-day refund window set forth in the *****. (Please note that there was an inadvertent discrepancy between the amount that was refunded and the amount of her original purchase,which was promptly rectifiedonce we became aware of it by way of the Complaint).

   

  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: (314) 412-1227 | f: (888) 560-0999

  e: ********************************

  Please see the attached documents for Varsitys response.

• Initial Complaint

  02/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Signed up for 24 hours of tutoring. 1st tutor did not respond after the first session after multiple attempts over several weeks. 2nd tutor did a few sessions And then was very difficult to try to schedule anymore due to the tutor schedule. After multiple attempts and frustrations we did not pursue this and gave up on trying to get more time with his tutor. The whole process is very frustrating. The company will not give us a refund even though there is time left on the contract.

  

  Business response

  03/02/2022

  March 2, 2022

  Better Business Bureau

  *** ** ********* **** **** *** ****** ** *****

  Re: Complaint #******** (the “Complaint”) – ******* ****** (“Ms. ******”)

  Varsity Tutors LLC’s (“Varsity”) Response to the Complaint

  Dear Sir or Madam:

  Varsity is in receipt of the Complaint (as defined above) filed by Ms. ****** on February 16, 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 Use1

  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.

  (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 athttps://www.varsitytutors.com/guarantee-policy.

  Regarding Ms. ****** specifically and according to Varsity’s records, Ms. ****** contacted Varsity in order to be matched with an online tutor. On April 29, 2021, Ms. ****** purchased a package of 24hours for use on Varsity’s platform, and executed a TOCAU on May 2, 2021. Between June 7, 2021, and February 25, 2022, 19 sessions were invoiced to Ms. ******’s account by multiple tutors with whom she engaged through the platform. Also in February, Ms. ****** communicated with Varsity regarding scheduling and communication concerns she was experiencing with one of her tutors. At that time, and prior to Varsity’s receipt of the Complaint, Varsity communicated with Ms. ****** and the parties reached an amicable resolution in which Ms. ******’s concerns were addressed, and Ms. ****** will continue utilizing Varsity’s platform.Please consider this Varsity’s response to the Complaint (which Varsity considers to have been resolved prior to its receipt of such 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,

  ******** ****** ********* ******* ******* ** ***** ******** * ** ***** ******** ** ***************************

  Customer response

  03/03/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  The staff member was kind and responsive and gave a refund.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  02/08/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I bought a tutorial package at the end of October. The package was for 15 sessions. At the time of purchase I was told that any unused hours I would be able to request a refund. I used 7 hours in four weeks. When I requested a refund the fifth week they told me I would out of the contract refund window and could use the hours, donate or forfeit them. At a fee of $100 an hour I want my money back.

  

  Business response

  02/22/2022

  February 22, 2022

  Better Business Bureau *** ** ********* **** **** *** ****** ** *****

  Dear Sir or Madam:

  Varsity is in receipt of the Complaint (as defined above) filed by Ms. ****** on February 8, 2022. This letter shall serve as Varsity’s response to the matters raised in the Complaint; however, please note that the parties have already reached an amicable resolution that fully resolves any and all issues in the Complaint.

  By way of background, Varsity is a live learning platform that, among other things, seamlessly connects experts and learners in any subject, anywhere, at any time. This includes connecting students with tutoring, academic enrichment, and test-preparation needs with vetted, independently contracted tutors and test instructors who provide those services directly to students (not Varsity), either in person or online, at times and locations agreed upon between them (such as a library or coffee shop, in the student’s home, etc), as Varsity does not have any physical locations for tutoring or instruction.¹ Varsity’s platform also offers customers/students several different choices for how to engage with tutors, instructors, experts, and professionals including one-on-one (between one tutor and student), small group tutoring (between one tutor or instructor and a small group of selected students), group courses (with one tutor or instructor leading a session with a large number of participants), or combinations of the above. Customers/students of the platform can also get immediate, live, one-on-one tutoring or instruction in more than 100 subjects in as little as 15 seconds by connecting with a tutor through the Instant Tutoring feature on Varsity’s platform.

  In addition to the above, Varsity has expanded its offerings through its platform to include Professional Certifications. The Professional Certifications offering connects customers/students with tutors and/or instructors to assist in various professional certification tests (such as NCLEX or SHRM-SCP, among others), in a one-on-one format or group format. As independent contractors, the tutors, instructors, and experts who offer their services through the platform (in any capacity) have their own materials, styles, and methods as indicated on every page of Varsity’s website ***********************.

   

  Varsity highlights its policies on the website and attempts to set realistic expectations with the potential customers/students who seek to be matched with a contracted tutor, instructor, or expert through Varsity’s

  
  

  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.

  
  

  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 ** ***********************************************

  Regarding Ms. ****** specifically and according to Varsity’s records, Ms. ****** first contacted Varsity in October 2021 in order to be matched with an online tutor. On October 27, 2021, Ms. ****** purchased a package of 15 hours for use on Varsity’s platform and executed the ***** on October 30, 2021. Between October 31, 2021, and November 21, 2021, seven (7) sessions were invoiced to Ms. ******’s account by her tutor. Thereafter, Ms. ****** indicated to Varsity that she had no intention of using the remaining hours on the account and requested a refund of those hours, despite being outside of the refund window set forth in the *****. Nonetheless, Varsity contacted Ms. ****** upon its receipt of the Complaint and ultimately chose to issue the refund she requested in the Complaint

  Please consider this Varsity’s response to the Complaint (which, at this time, Varsity considers to have been resolved). Varsity is proud to be an affiliate of the BBB and values the relationship. If you have any questions or comments, or would like to further discuss, please do not hesitate to contact me.

  Regards

  ******** ****** ********* ******* ******* ** ***** ******** * ** ***** ******** ** ***************************
  
  

  Customer response

  02/22/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  01/04/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Be careful of there sales people! They sell larger tutoring packages and dont disclose the fact that unused sessions expires in a year. Varsity sales rep signed me up for 15 sessions approx $1500. Even though i only needed approx 5 hours for my daughter he said i can use them for any family member as needed and it was an investment. Today i tried to schedule a session with my daughter and they said my package expired. I was never told that my package could expire. They removed 9 session (approx $900) and only offered me a new package with 10% off. They said i signed a document describing a year of expiration but the sales process didnt take me through this document nor was it obvious about any expiration. This company has no integrity!

  

  Business response

  01/18/2022

  Dear Sir or Madam:

   

  Varsity is in receipt of the Complaint (as defined above) filed by Joseph Molina on January 5, 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 (the “TOCAU”) to reinforce the process. In fact, the potential customers/students must review and sign

  
  

  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 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 Mr. ****** specifically and according to Varsity’s records, Mr. ****** first contacted Varsity in March 2020 in order to be matched with an online tutor. On March 9, 2020, Mr. ****** purchased a package of hours for use on Varsity’s platform, and executed the TOCAU on March 10, 2020. Between March 13, 2020 and April 14, 2020, four sessions were invoiced to Mr. Molina’s account by his tutor. Varsity received no further communication from Mr. ****** until January 4, 2022, when Mr. ****** contacted Varsity to inquire about the hours remaining on his account (which had expired in March 2021 as set forth in the TOCAU). Mr. Molina indicated that he was unaware that the hours had expired. At that time (and prior to its receipt of the Complaint), Varsity communicated further with Mr. ****** to address his concerns, and the parties reached an amicable resolution.

   

  Please consider this Varsity’s response to the Complaint (which, at this time, Varsity considers to have been resolved, and had already been resolved at the time Varsity received 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,

  
  

  ******** ****** ********* ******* ******* ** ***** ******** * ** ***** ******** ** ***************************

*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. ↩