Complaints

• Initial Complaint

  01/10/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  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

  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

  01/08/2025

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  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

  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 response

  01/21/2025

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

• Initial Complaint

  01/06/2025

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  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

  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 response

  01/17/2025

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

• Initial Complaint

  01/03/2025

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  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

  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 response

  01/10/2025

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

• Initial Complaint

  01/02/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  12/31/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  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 response

  01/08/2025

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

• Initial Complaint

  12/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  01/03/2025

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

• Initial Complaint

  12/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I signed up for varsity tutors to help me with a class that I had fallen behind on because I was seeking medical treatment. I was assigned an amazing tutor, who explained the material very clearly. In addition, their AI feature was also helpful. Regardless, I had to take an incomplete in my class because I was too far behind to finish everything. My teacher and I agreed that I would Finish everything up by February 13, 2025. My father and I are struggling with finances, but he dished out the money for two months to help me. We were under the impression that if we didn't use all our hours for one month we would still have them left over to use the next month and we just wouldn't get more unless we paid for more by renewing our subscription. I plan to take Christmas week off and resume tutoring the first week of January, and get as much studying in before the new semester started so I didn't have all of the studying build up on me when I'm starting new classes. We didn't have money to continue in December, so dad called to cancel any renewal of subscription. We then found out on Christmas Eve that if we don't renew our subscription then the hours we already paid for don't carry over and we lose them. I had 2 1/2 hours left. Finding out on Christmas Eve is not enough time to use them up without ruining Christmas plans. This detail was not made clear to us when we signed up.We both feel deceived by the company. We paid for that time, we should not lose what we paid for because we can't afford to add more. Also, not explaining that detail at the beginning seems like false advertising.

  

  Business response

  01/02/2025

  Varsity is in receipt of the Complaint filed by Kassonsdra **** 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 ****** 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 December 26, 2024, 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. 

  Customer response

  01/10/2025

  The issue has been satisfactorily resolved. 

• Initial Complaint

  12/19/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have been using Varsity Tutors for my semester while I have been taking calculus at university. My term has ended and I have been trying to cancel my membership. On my login there is no where to cancel membership, they have no email, I have tried numerous times to cancel over phone but have not been able to get through to anyone. I also have left messages and have not had a return call. Payment went through on Dec 19. My father during his working hours finally got through on Dec 19 also to cancel membership. They will not refund the amount even though we tried numerous time to cancel. They make it very hard to get a hold of anyone to cancel a membership.

  Customer response

  12/24/2024

  It has been settled thank you

• Initial Complaint

  12/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I signed up for a membership for $369/mo. This would provide not only four tutoring hours per month, but also, and more importantly, on-demand tutoring when my kids needed help. We had multiple attempts with tutors who did not connect. Sometimes we would log in, and the tutor would not be there. Many times, Varsity Tutors simply would not provide a tutor. Out of the hundreds of tutoring companies available, we chose Varsity Tutors specifically because they had an on-demand service. In reality, they do NOT have this service. I tried to cancel our membership, but they tell you this cannot be done online through your account - you must call.When I called them last spring to cancel because we hadn't been able to use it for months, they said i could not have a refund. However, they said they would credit one month of tutoring hours going forward.I thought the membership would cancel after that month; after all, I had called to ********* did not. I discovered last month that they have continued to take $369 out of my bank account every month since I made that call to cancel.I called again to cancel. Their response was textbook repeat of the first time. They started by saying they can't do a refund. When I expressed frustration at this, they moved on to step 2, which was again, to offer me one month of tutoring hours going forward. I said absolutely not. I explained again, clearly, that I felt their service was terrible, in fact a scam because they did NOT provide the tutoring they claimed to provide, and I want nothing to do with this company. I told them I would like a refund for all those months since I first called to cancel (10 months ago) and I want my membership cancelled. He again tried to get me to stay on, saying I would lose those four hours. I told him he didn't seem to understand, their service had been awful and I don't want it. He agreed to cancel it.Nothing has changed. They have again deducted $369 from my account. They are stealing from me!

  

  Business response

  12/23/2024

  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. ******* 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 Wednesday, December 18, 2024, 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. 
  
  
  

  Customer response

  12/24/2024

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution, which involved VT refunding the 12 months of payment I did not authorize.  Please note that the reason I did not reply to their email on 12/18 was because the refund had not yet appeared in my bank; I did not trust that it would. In my previous experiences with this company, I learned that I could not trust them to follow through on what they said they would do. 
  
   
  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. ↩