Complaints

• Initial Complaint

  02/09/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I signed my daughter up for there elementary reading tutoring. The tutor canceled the first session and then never showed up for the second session. I called customer service and immediately requested to cancel my membership and requested a full refund which I was told I wasnt allowed to get. So basically varsity tutor took $500.00 and never rendered service.I paid for service Jan 28, 2025 my daughters first tutoring session was February 1 2025 which was canceled by the tutor and rescheduled for February ****** which the tutor never showed up for. So we never received any kind of service from this company and they want to keep our money.

  Customer response

  02/11/2025

  I received a full refund from the company.

   

• Initial Complaint

  01/28/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed up for their TEAS program. I told them that this was all I needed help with. I used my boyfriends card (he is active military) with his permission but was very adamant about no reoccurring services. **** ******** (Boyfriend) was charged $300.00 dollars by them a day or so ago and just recently realized they charged His card another $300.00 dollars in late December. I have not utilized any of their services since the beginning of November. I have attempted to resolve this with them multiple times but they will not process the refund. They are stealing and committing fraud. **** only authorized the first payment. I never signed anything at all. I made the 1st payment over the phone. They have their system setup to where they are scamming people out of their money.

  

  Business response

  02/04/2025

  Varsity is in receipt of the Complaint filed by ***** *****. Although Varsitys attempt to make contact with Ms. ***** in response to the Complaint has gone unanswered, Varsity has effectuated what it believes to be an amicable resolution, and remains willing to discuss the Complaint with Ms. ***** should she wish to do so. Ms. ***** may contact Varsity's customer experience manager at the phone number that was provided to her in the email dated January 31, 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

  01/23/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We cancelled Varsity Tutor in May 2024. They have continued to charge my credit card $416 a month for the past 8 months. They closed my account and continue to charge me. I am unable to even log into Varsity Tutor anymore. I spoke with another representative today named ***** and he informed me that it shows my account was closed and he was going to escalate this issue. The case # is ******.

  

  Business response

  02/04/2025

  Varsity acknowledges receipt of the Complaint filed by Ms. ******* *********. In order to facilitate a productive and amicable resolution, additional details are required from Ms. ********* regarding the matter.
  Varsity is currently awaiting further discussion with Ms. ********* to obtain the necessary information. To that end, Ms. ********* may contact Varsity's Customer Experience Manager at the phone number provided to her during the phone call on January 28, 2025. We encourage her to reach out at her earliest convenience to provide the required details and address any remaining concerns.
  We appreciate Ms. ********** cooperation and look forward to working toward a resolution.

• Initial Complaint

  01/22/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Complaint Against Varsity Tutors I recently encountered an issue with this company that I have been unable to resolve directly with them, and I seek BBBs assistance in addressing this matter.I paid $1020 for an LSW tutor with my first payment on 12/16/2024. The sessions were explained as the first six sessions would be covered by the initial installment of $1020. I was not assigned an LSW, LCSW, or even a social worker to tutor me for an LSW exam.The first session was 12/21/2024. I completed a total of four recorded sessions.I contacted Varsity Tutors on 1/7/2025 and informed the tutor I had been working with was no longer with the company. I expressed concerns about having to start over with a new tutor, and requested a refund of the balance owed, I explained that I should not be penalized due to Varsity Tutors' inability to fulfill their agreement.I was informed that I did not qualify for a refund because I had supposedly utilized all six sessions. However, I explained that I had only completed four sessions, which were recorded on my account, and asked ********************** to verify the total sessions completed. I was then told that they did not have access to client accounts and therefore could not verify the sessions.I requested to speak with a supervisor. I was informed that there was no supervisor available but that my issue would be escalated, and I would be contacted with an outcome. After multiple back-and-forth emails with the escalation department, I finally suggested that I provide a screenshot of my account page showing only four recorded tutor sessions. However, they refused to issue a refund and instead offered to credit the sessions for use with a new tutor.I am dissatisfied with this resolution, as I was not informed that my original tutor was no longer with the company, and I am extremely unhappy with the overall experience. I am seeking a refund for the balance owed, as Varsity Tutors failed to provide the agreed-upon services.

  

  Business response

  01/29/2025

  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 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.

• Initial Complaint

  01/22/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid for tutoring Adobe tutoring sessions for 4 weeks in October 2024. I was assured at the conclusion of the 4 weeks no other payments would be charged to me because I clearly only asked for 4 weeks. I recently noticed my account has been charged three extra times since without my permission. They have literally stole my money. I called to inform them and they refused to refund me, clearly seeing I havent taken another session after the initial 4 weeks. Varsity Tutors are thieves!

  

  Business response

  01/29/2025

  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 24, 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

  01/21/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I signed up for tutoring and had a terrible experience with my tutor. I tried to cancel many times and they kept trying to work with me so I tried to give them another chance but what I was offered wasnt valued at $499. Like the ** answer chat. I can use Chegg for $15. They wouldnt refund and wanted to offer me tutoring for other subjects but Im not even in school anymore so how will that help me?

  

  Business response

  01/28/2025

  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 23, 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

  01/12/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We contracted varsity tutors to help my son with tutoring. We have been with them a month and were overcharged per the app that we were asked to utilize. The app continued to provide me what now appears to be incorrect usage details from the dates of transactions to the amounts. I called on three separate occasions on which no one was able to assist. The first ***** I spoke to acknowledged that my account was incorrectly showing hours and it was open incorrectly. The second did not look into anything but after my requests, claimed to be obtaining a supervisor. I waited on hold for an hour, to which she said someone would call me that evening. Today, 1/12/2024, I spoke to a third ***** who was willing to go over the hours but could only refund me in hours instead of my money back. Im appalled at the level of service and non escalation. Once I asked for a supervisor, he explained they do not have any to transfer the call to. I get a different story every time. As I requested a cancellation and refund for the upcoming month I already paid for; he said it may or may not be granted. Im disgusted by the way this company is taking money from parents in need of assistance for their children.

  

  Business response

  01/20/2025

  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 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.

• Initial Complaint

  01/11/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  01/11/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  01/10/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  * 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 response

  01/11/2025

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

  

  Business response

  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 response

  01/22/2025

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

*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. ↩