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Louisville, Southern Indiana and Western Kentucky

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collegebookrenter.com

Additional Locations

Phone: (270) 867-0139 Fax: (866) 738-9779 3333 US Highway 641 North, Murray , KY 42071 http://www.collegebookrenter.com ! There is an alert on collegebookrenter.com !

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Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Based on BBB files, this business has a BBB Rating of No Rating. The reason is as follows:

  • This business has no rating because it is out of business.

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Customer Complaints Summary Read complaint details

60 complaints closed with BBB in last 3 years | 8 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 4
Billing/Collection Issues 30
Delivery Issues 3
Guarantee/Warranty Issues 1
Problems with Product/Service 22
Total Closed Complaints 60

Customer Reviews Summary Read customer reviews

4 Customer Reviews on collegebookrenter.com
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 4
Total Customer Reviews 4

Additional Information

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BBB file opened: January 20, 2011 Business started: 03/09/2009 in WY Business started locally: 02/25/2011 Business incorporated: 03/09/2009 in WY
Type of Entity

Limited Liability Company (LLC)

Business Management
Mr. John Wittman, COO
Contact Information
Principal: Mr. John Wittman, COO
Business Category

BOOKS - TEXTBOOKS NEW & USED BOOKSTORES SCHOLASTIC PREP COURSES, BOOKS & MATERIALS BOOKS-NEW

Alternate Business Names
College Book Rental Company, LLC Instructional Materials Management Solutions, LLC

Additional Locations

  • THIS LOCATION IS NOT BBB ACCREDITED

    3333 US Highway 641 North

    Murray , KY 42071 (270) 867-0139

  • THIS LOCATION IS NOT BBB ACCREDITED

    P O Box 1073

    Murray, KY 42071

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Complaint Detail(s)

11/24/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I rented two books from collegebookrenter.com in Feburary 2014 for my online english class. I will state that when then rental period was complete I did not send the books back and that was my own responsibility and fault. So extended the books until July 4, 2014 and again I forgot to return them. Since then I have tried multiple times to return the books, but when I have gone to print out the shipping labels they always state that there is sometype of problem and that they have "alerted the developers". My main concern right now is to return these books propery so I do not get charged anymore by the collection agency, and I have to say that it is ridiculous that this business dopes not have a valid phone number or way to contact them. I have sent multiple messages through their contact page on the site and have not gotten any responses to any of them. Please someone help me so I can get these books back in the proper fashion and will not have anymore charges from the collection agency that this site has sent me to. Please respond to this message ASAP.

Desired Settlement: Some explanation to why there is no valid phone number or way of contact, and how to get these books back pronto!

10/30/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: The following is my communication with this company to which I have received no reply: Hello, I am writing to notify you that I have received a collection notice for the text books that I rented this past semester. Here is the problem: Your website has been unable to produce the needed return postage during the past two months. I have had these books ready to ship. I have attempted to notify your company on many occasions through the online email screen which does NOT reveal your email address. I have only obtained this address through the BBB. I WANT to return these books ASAP. The reason I have not returned them by paying for the postage is that your website does NOT even list a return address. No phone number, no email, no address AND your website appears corrupted. These are all signs of a company in trouble! Please advise what steps to take to return these books and clear the collections! Order number: ********

Desired Settlement: I would like to return the textbooks and do not want to pay any penalty for their late return because the company website is not operating properly. Most importantly, STOP ALL COLLECTION ATTEMPTS. Thank you.

Business Response:

I can see that there were four books due to be returned to CBR on 5/31/2014. They were not returned and a prepaid return label was never created by the customer for the return. He was sent 4 return reminder notifications prior to the 5/31 due date. CBR attempted late charges on 6/3, 6/18, and 6/26, all declined. Each fee attempt also sent an email notification to the customer. The customer states he was not able to print a return label, but there and no records of log in attempts to his account. Return labels were available through July 20th and this account was turned over to an outside collections agency on 8/6/2014. The customer had more than 6 weeks past the original due date to settle the account. Unfortunately, once this is turned over to collections, there is nothing further I can do.

Please let me know if you have any questions. I will see any response sooner here in my personal email.

 

Thanks,

 

**** *****

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

The company did not respond to my stated problem.  They have yet to provide an address to return the textbooks.  They have not supplied me with a phone number to discuss this issue directly.  I have stated all along that I have the textbooks and would be happy to return them if I had an address to securely do so.  I have lodged a dispute with the collection company and will continue to pursue legal counsel if the collections are not discontinued.

Regards,

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

 


 

 

6/12/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I rented a textbook from the company and as the due date approached I knew that I was not in the country to ship the textbook to the company. So I accepted the $10 extension fee for not returning the book on time. I didn't worry about the due date because I figured if I was not in the country I would just be charged another $10 which I would be okay with. But to my surprise I received an email saying 'FEE CHARGED. YOU NOW OWN A BOOK.' As I read further the email informed me I was charged $136.98 which is supposedly the purchase price of the book. I think it is a little extreme to be charged the full purchase price considering $10 is a big difference from $136.98. I don't understand how they feel they have the authority to charge me without informing me. As many college students, I rent from several textbook sites and honestly who is going to remember each textbook rental company's return policy. I'm used to company's charging a minor penalty fee but to force me to keep the book and not even allow me to return the book a day or two later is ridiculous. I don't believe it is an ethical collection practice. I don't have that kind of money sitting in my account and they did not charge my personal card but the card saved on file which does not even belong to me but a relative. I just want some sort of practical resolution that doesn't cost $**0. That kind of money can do a lot of things like pay for groceries, house bills, so the fact that a cheap rental turned out costing me like triple the amount is giving me a heart attack now. Please have some sympathy towards me. I understand rental agreements but if you are going to charge someone $**0 I think that should be written in big letters as a warning BEFORE it is likely to happen. Kind of how I was emailed 'FEE CHARGED. YOU NOW OWN A BOOK.' I don't know who would want to enter a rental agreement with this company after knowing they have a policy like this.

Desired Settlement: I would like to be refunded the $136.98 and I will accept a $10 extension fee and I will return the book gladly.

Business Response:

The due date for this rental order was 5/31/**. The due date was posted to the customer’s online account beginning the day the order was placed (2/3/**) and remained there until she was charged for the book because it was not returned. The due date was also clearly stated in the confirmation email sent to the customer on 2/3/**. The customer received return reminder emails about the due date on 5/16, 5/21, 5/24, and 5/28. On 6/2/**, a late fee of $10.00 was charged. Again, another round of emails was sent to the customer. The late charge email sent 6/2 specifically states, “Please log in to your CBR account now to print your shipping labels. If your textbook(s) are not returned and/or the prepaid USPS Return Label has not been used by the extended due date, you will be charged the full purchase price of the textbook(s).”

All charges were made in accordance with our Terms of Use policy that the customer agreed to upon placing her order. The policy states, “Late Fees: A book is considered "returned" on time when it is in transit to our warehouse on or before the due date. If your textbook(s) is not in transit to CBR with the tracking provided by our prepaid return label from your account by the last day of your rental period, then your rental is considered overdue. Your debit or credit card may be charged a late extension fee the first day after the due date. This charge will extend the rental term for 7 days. If your textbook(s) is not returned and/or the prepaid return label not used by the extended due date, then your credit card will be charged the purchase price of the textbook and the book(s) will be yours to keep.

You will be notified via email of any late charges. This email will be sent to the email address used to initially place the order containing the item(s) in question, regardless of any other email address(es) on the account before or since.

As a condition of your rental agreement, you hereby grant CBR the right to assess late fees and charge them to the credit or debit card on file for the account. CBR reserves the right to charge any card on your account if the primary card is declined. Additionally, charges that are declined may be re-charged at any time and for as many attempts as necessary to collect the outstanding balance of the account. CBR is not responsible for any overdraft fees or penalties incurred from these charges.

In the event that any charges against the customer's credit card are declined for any reason, CBR will provide delinquent account information to a collection agency in an attempt to recover payment for lost property. All accounts sent to a collection agency are subject to additional fees.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution. Please respond here ONLY]

Regards,

 

**** *********  


 

 Like I said I was not in the country and I only saw the email on June 10th saying I own the book. Most companies when you plead with them they give you a chance to redeem yourself but this company doesn't seem to care about the students renting from them and just want to make quick money. I just want to be able to return their book because I have no purpose for it. I would never buy a book worth $**0 which is why I rent them instead. I just want to get that money back I don't mind a reasonable penalty fee but this is just too much. I feel taken advantage of and I would never buy from them again after knowing this is what they do to their customers. I went through the emails and I noticed only one of the emails mentioned the purchase price and of course it is in the bottom of the email where no one would bother to read. They emailed me again on June 9th and failed to reiterate that I would be charged the full price. I was going to extend the textbook rental so that I had time but they didn't even wait one day to charge me. Then I looked up their return policy and noticed it even said if you sent the book back after you were forced to purchase it, you will not be refunded and the book would be sent back to you at your expense. I don't know any company that not even try and negotiate with their customers. Not even offering a partial refund. This whole thing is just a big headache for me now. I just ask for a simple solution please. It's only been 3 days since I missed the deadline. Not like I missed a 30 day policy.

6/11/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My sister had rented two books, for chemistry and theatre. When we got the shipment, we saw that they had shipped us two of each. Now when we looked back at the receipt we got on the email it had all four books, but the price was $96.96. We assumed they had sent one full worksheet and one empty one, since that was the case. Then when the due date came by it was March 28, 2014 (THE MIDDLE OF THE SEMESTER!). We went ahead and paid for the late fee charge to be extended. Then seeing our bill two months ager we saw that there was a fee of $319 from them. We were outraged and confused, the full purchase price for the chemistry book was $78 on their website. Then why are they charging us $319, the other theatre book was also only $25. The price just does not add up. Other websites state that they will charge an extra fee of such and such percent, but on college book renter's website it says no such thing. Only that if a book is late the full purchase price will be accounted for. Seems like they sent extra books and later charged extra for them which we never ordered in the first place!!!

Desired Settlement: They should refund the amount charged on my credit card. I did the math and no way does it add up to $319. There is some fraud going on here for they did not say on their website any other extra percentage charges wold be added.

Business Response:

This customer placed an order on 1/20/14 for four textbook rentals, not two. She placed four books in her cart, selected a due date of 3/28/14, and paid for each one. At the time the order was placed, she had the option of selecting from two due dates. The choices were 3/28/14 or 5/31/14. Each option had a different price, with the shorter term being the cheaper option.  Immediately upon placing the order, the customer was provided with a copy of the receipt, both on her screen and by email to the address she provided upon creation of her account. The books were delivered to her with USPS tracking ********************** on 1/25/14. If she realized she ordered extra books, she had 21 days to return them for a refund per our Terms of Use. She made no attempt to contact us.

Beginning 3/13/14, return email notifications were sent to remind the customer of the 3/28/14 due date. Reminder emails were sent 3/13, 3/18, 3/21, and 3/25. When the books were not returned by the due date, a late fee was charged. This charge was made on 4/4, again with email notification sent. Another set of reminders was sent by email notifying the customer that she would be charged for the books if they were not returned by 4/11. Again, no response from the customer. The books were not returned and she was charged the full purchase price. All charges were made in accordance with our Terms of Use that she agreed to when placing the order. As stated in this policy:

Late Fees A book is considered "returned" on time when it is in transit to our warehouse on or before the due date. If your textbook(s) is not in transit to CBR with the tracking provided by our prepaid return label from your account by the last day of your rental period, then your rental is considered overdue. Your debit or credit card may be charged a late extension fee the first day after the due date. This charge will extend the rental term for 7 days.

If your textbook(s) is not returned and/or the prepaid return label not used by the extended due date, then your credit card will be charged the purchase price of the textbook and the book(s) will be yours to keep.

You will be notified via email of any late charges. This email will be sent to the email address used to initially place the order containing the item(s) in question, regardless of any other email address(es) on the account before or since.

As a condition of your rental agreement, you hereby grant CBR the right to assess late fees and charge them to the credit or debit card on file for the account. CBR reserves the right to charge any card on your account if the primary card is declined. Additionally, charges that are declined may be re-charged at any time and for as many attempts as necessary to collect the outstanding balance of the account. CBR is not responsible for any overdraft fees or penalties incurred from these charges.

In the event that any charges against the customer's credit card are declined for any reason, CBR will provide delinquent account information to a collection agency in an attempt to recover payment for lost property. All accounts sent to a collection agency are subject to additional fees.

6/6/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I rented a textbook from collegebookrenter.com in January for my spring semester. I received it on time and everything was great and I was happy with their service. A week before it's due date, I packaged the textbook in the package it came in and placed a shipping label on it with all the information that was provided. In the package I obviously included the textbook and the return shipping slip inside. A few days ago I got an email from them stating that they received my package, but my textbook that I had placed in there was not in there and that they were going to charge me $95 for a lost textbook that I did not lose myself. Luckily, my debit card denied the transaction. I emailed them right after I received that email explaining to them that I did place the textbook and sent it to the post office. I talked to a woman that works there online and she was so rude and told me that since they did not get the book, that it is my fault and that I must make the $95 payment. So after this, I headed to the post office and told them about my problem. They told me that I could file a complaint online from their website and so I tried. The only thing is that I could not because collegebookrenter.com does not allow their packages to be submitted under a claim. All I want is for this to be dropped and not have to pay the $95 for a textbook that I did not lose.

Desired Settlement: I want this problem to be dropped and not have to pay $95 for a textbook that I packaged and sent to the post office. I did not lose the book, So i shouldn't have to pay.

Business Response:

This customer returned her book in a package that was not properly secured. She used two small strips of scotch tape to close the box. This will not hold a book in a package. The customer was charged in accordance with the Terms of Use that she agreed to when placing the order. The return portion of the terms state: You may combine multiple orders in the same return box. Please place a copy of each pack slip inside the box and use one return label. Always use a sturdy shipping container and make sure to use packing tape (not scotch or masking tape) to seal your package. Books lost or damaged during return shipment due to improper packaging are the responsibility of the renter and subject to damage fees.

Since the box was not properly packaged and arrived empty, the renter is responsible for the replacement cost of the book. Payment for the replacement of this book will need to be made prior to June 20th or the account will be turned over to an outside collections agency.

Consumer Response:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

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

 


 

 

2/28/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I had an account with this business under my old school information, that information had a credit on the account. I had changed my address to an email that I could access, which was**********************. I went under that account to access return my book, there was nothing there. The book rental information, if sent, was sent to an email that has not worked and that I cannot access, thus the change in address. When contacted, they state they are not responsible for the charges that were turned over to collections due to the fact that the that emails were sent to the prior account or **************************. I explained to them that that was an account that I could not access related to the fact that I have not been a student there since Fall of 2012. I have no issues with returning my item, but do not want to be charged for something out of my control. I asked if the information could be sent to the correct address, they said they could not do this as their system was incapable. So my question to them was if I cannot access an email account and you cannot forward the information to a correct one, then how am I supposed to know where to send, print the return label, and the delivery information if I have no way of accessing anything?? I cannot even talk to a live person to help me with this information.

Desired Settlement: 1, I would like to return this item 2. I would like the $96.17 that was turned over to collections be removed from their account. I have worked collections and I know that the business can remove this account from the collections account and tell them it was satisfied upon receipt of the book. 3. I would like the return information sent to the correct account with collegebookrenter.com, ********************** ** **********************

Business Response:

Ms. ******** rented Human Communication in Society on 8/17/2013. The return due date for this order was 12/20/2013. The prepaid return label was not created from the customer’s online account, so late fee charges were attempted in accordance with our Terms of Use policy. When all charge attempts were declined, the account was closed and turned over to a collection agency. The customer used the account she created under email address ************************* to place the order. She did not need access her old email account to log into her CBR account. She simply needed to enter the email address and her password. The return due date was posted on the customer’s account at the time the order was placed and remained there until the account was deactivated for nonpayment on 1/31/14. It is the customer’s responsibility to return the books by the posted due date. She states that she was unable to return the book because she had no way of knowing how to print a return label. Complete return instructions can be found in five places on our website. Instructions are listed under the Return Policy, Terms of Use, FAQ, Contact US, and How to Rent pages.  Our customer service department is also available to help print a return label either by email at support@collegebookrenter.com or by live chat Monday-Friday 8am-5pm CST.

The first contact from Ms. ******** about this order was at 2:04 pm on 2/19/14. There was no communication from her on 12/12/13 as stated in this claim. On 2/19/14 she stated that she no longer had access to the email account ************************* and she changed her account to email address **********************. This is not correct. She created two separate accounts. Had she updated her email address on her original account, the order would have been listed. Since two accounts were created, any orders listed under account ************************* would not be visible under account **********************.  This account was turned over to Transworld Systems (collection agency) after all attempted late charges were declined by the credit card listed on her account. Once an account is submitted to collections, CBR can no longer accept the book or payment. The complete policy, as stated on our website and agreed to by the customer upon placing her order is:

Late Fees A book is considered "returned" on time when it is in transit to our warehouse on or before the due date. If your textbook(s) is not in transit to CBR with the tracking provided by our prepaid return label from your account by the last day of your rental period, then your rental is considered overdue. Your debit or credit card may be charged a late extension fee the first day after the due date. This charge will extend the rental term for 7 days.

If your textbook(s) is not returned and/or the prepaid return label not used by the extended due date, then your credit card will be charged the purchase price of the textbook and the book(s) will be yours to keep.

You will be notified via email of any late charges. This email will be sent to the email address used to initially place the order containing the item(s) in question, regardless of any other email address(es) on the account before or since.

As a condition of your rental agreement, you hereby grant CBR the right to assess late fees and charge them to the credit or debit card on file for the account. CBR reserves the right to charge any card on your account if the primary card is declined. Additionally, charges that are declined may be re-charged at any time and for as many attempts as necessary to collect the outstanding balance of the account. CBR is not responsible for any overdraft fees or penalties incurred from these charges.

In the event that any charges against the customer's credit card are declined for any reason, CBR will provide delinquent account information to a collection agency in an attempt to recover payment for lost property. All accounts sent to a collection agency are subject to additional fees.

This account is now closed with College Book Renter and the property deemed lost. All payments must be made to Transworld Systems to resolve this debt.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

BECAUSE THE BOOK WAS UNDER THE TCL account because it is a closed account BY THE SCHOOL I would have not received the emails that CBR sent. I understand the policy and have rented textbooks and have returned them. My problem was the fact that I had no reminders and honestly thought it was under the new email that I had access too. Another issue is the fact that there is no phone number to even speak to a person about this matter. I rent my textbooks from several different providers. I had no way of knowing which business this was rented from until I received an email about return. If I do not have access to the email to respond CBR, there was no way of knowing, or even printing a return label. When I chatted online and explained this to the person, NO ATTEMPT was made to rectify this situation. I have no problem returning the book and paying any late fees and I was willing to resolve. There is no understanding of how this may have happened on their part. Very poor customer service when you cannot even speak to a person and the policies are regurgitated regardless of the situation. They are correct in the fact that I could have logged on with that old email, but when I have textbooks rented from Chegg, Amazon, etc., difficult to know where this came from without an email. And when I can't access the e-account, there was no way of knowing. I feel this business should have understood that and let me return the book. The business is incorrect in stating that once turned over to collections they can no longer resolve. At anytime they can let the collection agency know that the matter has been resolved and to close the account.

1/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I went to this website to try and rent a textbook from them. They made me sign up for an account and then all of a sudden, my computer displayed an error for the website's certificate and said it wasn't valid. Needless to say, I'm glad I wasn't able to complete my transaction and put my account information in because I could of been scammed. This website is done up poorly and I feel like it sounds like a good idea and then it turns up to be a scam. I'm still trying to access the site so I can cancel my sign-up account and delete it but it still says the same thing. The website can't be verified and the certificate is for another website address not their own.

Desired Settlement: No Settlement, other than being able to delete my account from them and never use them again.

Business Response:

CollegeBookRenter.com is a secure website that processes orders daily for both textbook rentals and sales.  Security checks are processed several times a day to ensure that the site is functioning properly and that all customer information is secure. The only instance that would cause a customer to see a security certificate is when our servers detect something potentially malicious. Our system is designed to protect the site from any threat. Something about the ISP or their computer specifically registered as a threat to our system. This could by something as small as a virus on their system to malicious software that could potentially damage or shut down the site. When this is detected, a security certificate is displayed and the customer is asked to input an encrypted code. This allows the system to determine if a live person is accessing the site or if it is malicious software designed to obtain information from the site.

While it is commendable for the customer to want to protect their personal information, simply contacting our customer service department could have cleared up this issue. This customer’s account has been deactivated as requested.

1/14/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On or around November 11, 2013, I (****** *****) sold a college book back to collegebookrenter.com in the amount of $35.98. The name of the book was Pharmacology: A Nursing Process Approach and I should have received my payment a long time ago. It never came and since I saved all the documentation of the transaction, I decided to contact them today on this matter. I was told that I was not getting any money for my book because of "water damage." This is an false statement because the book was used for 10 weeks and never used again by me, I followed every single packing "tip" that I could find on selling books back to these websites and the book had no damage whatsoever. When surfing through their website, they clearly state 12 different reasons WHY they cannot accept certain books and water damage is #1 so WHY would I send them this book knowing this? They never contacted me to tell me about this "water damage" and planned on keeping my book free of charge. When I contacted them today, the customer service representative told me that they would send my book back to me for a $10 shipping and handling charge. So in order to get my book back, I am now out money and if what they say is true, they ruined my book and is now trying to blame me for it. The copy of the conversations is included below: Thanks for contacting us. An operator will be with you shortly... [******] Hello, my name is ******, how may I help you? [Visitor] My name is ****** ***** [Visitor] I sold a book to you back in November for $35.98 and I have yet to receive my money [******] Could I have your order number, please? This would be the gray # listed on your account page between the book title & the order date. [Visitor] Hello ******, We are glad you have chosen to sell your textbook(s) to CBR. As soon as we receive your textbook(s), we will inspect them to make sure they meet CBR's quality standards. When your textbook(s) pass our quality assurance process, we will issue your payment/credit within 24 hours. Buyback Order #--------- TITLE AUTHOR ISBN PRICE PHARMACOLOGY: A NURSING PROCESS APPROACH JOYCE LEFEVER KEE RN MS 9781437717112 $35.98 -------------------- Total: $35.98 Do you have any other books you would like to sell? If you have any questions, please contact us via email at support@collegebookrenter.com or Start a Live Chat (Mon-Fri 8AM-5PM CT) We appreciate your business! The CBR Team [******] WHen we receive the book we could not accept it due to water damage [Visitor] What water damage? Send me back my book then.... [******] Please give me a few minutes to research this for you. [Visitor] what are we findingout? [******] There searching now [******] Ok we do still have the book in order to get the book back you will have to mail us a check for $10 for a shipping and handling fee [******] College Book Renter 3333 U.S. Hwy 641 North Murray, KY 42071 [Visitor] No contact from your company to tell me this? Just kept my book with no regards in telling me at all? So its going to cost ME money to get my book back from you guys. Oh the BBB is going to love to hear this one.... I must be honest with you, I just finished graduated last semester and sold my books to many different sights and CBR is the ONLY site to pull this. Very unfortunate.... [******] I am sorry we will hold the book until the check is received [Visitor] That book had NO water damage when it was sent to you. It was properly sealed etc. This is absolutely wrong...

Desired Settlement: I would originally accept either my money promised by collegebookrenter.com or my book back but if what they say is now true of my book, I will not be able to sell it anywhere. Since they ruined my book, the only outcome acceptable is that I get the $35.98 I was promised per the website contractual agreement.

Business Response:

CBR received Mr. *****’s copy of Pharmacology: A Nursing Approach with water damage. Our Sell Textbooks page on the website specifically states that we cannot buy books that show signs of water damage, mold or mildew.  As stated in our Terms of Use, agreed to by the customer, “Any item(s) purchased by CBR from a seller through the website will be subject to an extensive inspection before payment will be issued. The inspection will be based on the item condition criteria that are listed on the "Sell Textbooks" portion of our site. Any received item(s) that fail to meet the criteria will be deemed "unusable" and no payment will be issued. Please carefully check your package and verify that the books you ship to CBR match the books listed on your packing slip. Due to the volume of packages received, books shipped to CBR in error cannot be returned.”

The first 90% of the book is clean with no damage, but the back 10% shows water damage and some molding. Our rental customers expect and deserve quality books free from damage. Therefore, we cannot purchase books with this type of damage to add into our inventory. Our general policy, as posted on the website, is that once a book is received in our warehouse, it will not be returned. In an effort to assist this customer, our customer service department offered to return the book to this customer, but they must cover the cost of the return shipping and handling. CBR paid for the postage for this book to be sent upon the sale of the book and is already out that cost, as this book cannot be used. Pictures of some of the damage are attached. CBR had no part in damaging this book as Mr. ***** claims. We would have no reason to do that. We want and need clean copies of this book for our inventory. Since this is damaged, it cannot be used as a rental.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

At no point am I accusing CBR of purposely ruining this book, what I am stating is that I sent CBR a book that was in clean condition, properly sealed, and delivered accordingly.  Was the person that wrote this response the person that actually checked in my book or was it someone that researched the issue?  With the "amount" of books CBR states they receive, are they saying that problems and/or accidents don't occur?  They can add pictures if they would like but it does not justify A) that it is my book and/or B) that they did not accidentally damage this book and in turn try to turn blame the customer so they are not out $35 and change.  As I have stated in my prior statement, I read every rule and regulation that CBR has on their website so for them to reiterate them as they did, in my opinion is just a waste of time.  They are trying to redirect the issue at hand which describes their ethical beliefs and background.  I understand they do not accept water damaged books, which is why in my original statement, I asked "Why would I waste both their time and mine by sending them one?"  It would make no sense.  Plain and simple, this is a company that has been in business for a while now and either one of two things are happening, 1) they are in very good standing monetarily due to unethical procedures like not abiding by contractual obligations, or 2) CBR is in such bad shape that they feel like taking advantage of a college student for $36 will save their business.  Either way, CBR runs their business in a way in which they try to blindfold issues that are addressed.  A clear shame but the fact is, they are not being honest and truthful with what happened to my book, they are just hiding behind their published guidelines in which I will say one last time, "are not in question."  I am a previous customer of CBR and up until now I have never had a problem with them.  They were the last company that I thought would take advantage of a customer over $36. As I said its a shame and at this point, its not about money, its really about the principle. 

Regards,

****** *****

 


 

 

12/14/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: around last January my daughter rented a book from this company that we have never received......she called to complain that the book was not received yet my debit card was charged... I disputed the charge with my bank, it took them six weeks to track and refund me the full amount.....therefore after tracking with no result and speaking with collegebookrenter.com I received a complete refund..... about a month ago I received a letter from ********** systems a collection agency

Desired Settlement: I would like not to be responsible for payment of non delivered book and for my credit not be affected by this

Business Response:

Ms. ******* placed order 11382050 on 9/6/2012. The package was delivered to *** **** *** *** ********* ** ***** via USPS on 9/14/2012. This was the address the customer provided when the order was placed. She contacted CBR on 9/27/12 stating the package did not arrive. As stated in our Terms of Use that the customer agreed to upon placing the order, Lost or Damaged Upon Receipt Please notify us immediately if the book you receive is damaged, or if you have not received your book and the tracking information shows that the book has been delivered. You must notify CBR within seven business days of your rental's expected arrival date if you have not received your item or if you received it and it is damaged. If you don't report your rental as lost or damaged, you will be charged the full purchase price for the rental upon the expiration of the term.”

******** ******* contacted our customer service department on 9/27/12, fourteen days after the delivery date to report that the package did not arrive. She was told that the package showed delivered to the address provided. She was instructed to contact the post office for further information. She went on to state that this address was an office building and no one else would receive it. She then stated that she had already contacted the post office and was told that they knew they delivered the package, but not to her address so she demanded a refund. The post office would not knowingly deliver a package to a different address than what was on the label. She stated they confirmed delivery to another address, but would not release that address to her. The customer service representative then asked if the post office could recover the package from the incorrect delivery address. Ms. ******* then contradicted her previous statement by saying that the post office would not be able to recover the package because they couldn’t remember where it was delivered. When pressed about which statement was correct- the post office delivered to a different address, but wouldn’t release the information or they delivered, but can’t remember where they left it- she stated that it wouldn’t be a problem, she would just dispute the charges with her credit card and would get her money back. Her chat log is attached.

College Book Renter did not issue a refund for this order. Any money she received back must have been issued by her credit card company. She did not follow the Terms and Use by reporting the problem in a timely manner. At the end of rental term, she did not return a book, nor did she pay for the book. Since she did not comply with the terms listed above, her account was reported to the collection agency. The customer is responsible for this book.

12/13/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I used COLLEGEBOOKRENTER.COM as a cheaper alternative to purchasing expensive textbooks while completing one of my degrees. The process seemed easy enough, where I would select the textbook of my choice, the duration of the rental, receive the item, and then return it. I did in fact receive the textbook as promised. It was what I ordered and I used it the duration of the term. When I was ready to return the item, I logged in to my account at COLLEGEBOOKRENTER.COM and printed out the shipping label, returned the item to the shipping facility to be packaged and returned, and ultimately conclude my business with this company. Over the next few weeks I began to receive emails this company stating that my rental was past due. Believing that they were a result of lagging processing times, I initially ignored them. After several emails, I finally contacted COLLEGEBOOKRENTER.COM to see what the problem was. After initially being told that they had not received the item, I asked to be provided with the tracking information from the shipping label they provided. After being given this information, I found that according to the postal service the item had in fact been delivered. I again contacted COLLEGEBOOKRENTER.COM with this information to which I was told that they received a package, but that it was empty. This left me very confused as the item was packaged in front of me. The weight associated with the tracking number confirmed that the item was included and delivered. I was told that it was still my responsibility, even after I fulfilled all obligations on my in, and therein lies the dispute. COLEGEBOOKRENTER.COM has forwarded this item to a collection agency (Transworld Systems Inc.) for the amount of $92.58 which I believe to be unacceptable. If COLLEGEBOOKRENTER.COM somehow did not receive this item, then that dispute lies with the US Postal Service, and they offer insurance for that very reason. It is a claim that would have had to been filed by COLLEGEBOOKRENTER.COM as they were technically the ones sending the package to themselves (due to them providing the shipping label) I firmly believe that my responsibility ended when I turned the item over to the US Postal service. The laziness of COLLEGEBOOKRENTER.COM to attempt to pass the buck to myself, rather than filing a claim with USPS is unacceptable. The $92.58 is a nominal amount, but that is irrelevant. I fulfilled my end of the agreement. I shipped it, it was weighed, and according to the USPS, it was delivered. Only COLLEGEBOOKRENTER.COM says that I did not return this item. They need to work that out with the USPS!

Desired Settlement: I would like for COLLEGEBOOKRENTER.COM to recall this item from Transworld Systems Inc. and close this matter out. As of today, December 5th, 2013 this item has not appeared on any of the three major credit bureau reports, however it that does happen, I would like for them to work out how that will be removed with Transworld Systems Inc. Being that I am in the process of purchasing another property, if this item does appear on my credit profile prior to closing and adversely effect that process, I will expect to be made whole by COLLEGEBOOKRENTER.COM

Business Response:

CBR received an empty package from Mr. ****** on 11/26/12. On 11/27/12, we sent an email to ******************* as provided by the customer, letting him know that an empty package arrived. There was no response to this email.  The package that arrived was a thin paper envelope with two strips of scotch tape. Per our Terms of Use and Return Instructions, You may combine multiple orders in the same return box. Please place a copy of each pack slip inside the box and use one return label. Always use a sturdy shipping container and make sure to use packing tape (not scotch or masking tape) to seal your package. Books lost or damaged during return shipment due to improper packaging are the responsibility of the renter and subject to damage fees.

Mr. ****** contacted our customer service department via online chat on 12/14/12 to inquire about attempted charges to his account. He was told during this conversation that the book was lost in transit due to improper packaging and that he would be responsible for the replacement of this book. There was no further communication from the customer. The charge was attempted periodically over the next several months, but when payment was not made, the account was turned over to an outside collections agency in September of this year. Payment will need to be made to Transworld Systems, as indicated in the letter he received.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution. Please respond here ONLY]

Regards,

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


 

 I wholeheartedly reject this response from CBR as inaccurate, and unacceptable. CBR in addition to erroneously stating the condition/packaging of the item, fails to acknowledge their negligence in properly following appropriate protocol in filling a claim on said items which would have resolved the matter at that time.  It is plainly lazy and  unprofessional of CBR to attempt to "pass the buck" on to consumers, and I will not tolerate being the scapegoat of their incompetence. 

 

The facts, regardless of how CBR attempts to distort them remain that according to myself and the post office, the item was properly packaged and delivered to CBR. 

10/17/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I received a notice from ********** collections on an outstanding debt with the company from 2012. I called the collection company to resolve the issue and they were going to propose a settlement to the company given I had never receive any written or telephone correspondence from.the company previously and for this reason incurred a 52 dollar charge which I feel is unfair to consumer seeing as I would have paid had I known the balance was outstanding. I proposed a settlement of 50 dollars which is more than fair for a 22 dollar unreturned book which they denied. Upon receipt of to denial of settlement I was told to call cbr by ********** to pay bill which I did only to be told to call ********** as they had my account, which no one can look upso the debt still is unpaid due to their lack of communication.

Desired Settlement: I would like them to adjust my account given I have made valid attempts to reconcile and they lack in their communication efforts.

Business Response:

This customer placed order ******** for *************, Communication Research: Strategies and Sources on 8/20/2012. The original rental fee for this book was $21.73. The return due date of this book was 12/20/2012. On 12/21/2012, we received a copy of *************, Fundamentals of Organization Communication: Knowledge, Sensitivity, Skills, Values in error. This was not the book we sent to the customer. She was contacted about this error via email on 12/26/2012. After this email notification, the customer contacted us via our online chat forum the same day to get further information about the book she returned in error. She was still responsible for returning the correct book sent on 8/20/2012. She never returned the original book. In addition to the communication about the incorrect book, the customer continued to receive reminder emails to return the outstanding book.  

On 1/14/2013, a late fee for the unreturned book was attempted. This charge was declined. An email was sent at the time of the charge explaining the late fee attempt and a request to return the book. This charge was attempted again on 2/8/2013 and 7/26/2013. Both attempts declined and the previously mentioned email was sent again.  

This account was officially turned over to a collections agency on 9/3/2013 since the book was not returned or paid for according to our Terms of Use that the customer agreed to. This policy states: 

Late Fees A book is considered "returned" on time when it is in transit to our warehouse on or before the due date. If your textbook(s) is not in transit to CBR with the tracking provided by our prepaid return label from your account by the last day of your rental period, then your rental is considered overdue. Your debit or credit card may be charged a late extension fee the first day after the due date. This charge will extend the rental term for 7 days. 

If your textbook(s) is not returned and/or the prepaid return label not used by the extended due date, then your credit card will be charged the purchase price of the textbook and the book(s) will be yours to keep.  

You will be notified via email of any late charges. This email will be sent to the email address used to initially place the order containing the item(s) in question, regardless of any other email address(es) on the account before or since.  

As a condition of your rental agreement, you hereby grant CBR the right to assess late fees and charge them to the credit or debit card on file for the account. CBR reserves the right to charge any card on your account if the primary card is declined. Additionally, charges that are declined may be re-charged at any time and for as many attempts as necessary to collect the outstanding balance of the account. CBR is not responsible for any overdraft fees or penalties incurred from these charges.  

In the event that any charges against the customer's credit card are declined for any reason, CBR will provide delinquent account information to a collection agency in an attempt to recover payment for lost property. All accounts sent to a collection agency are subject to additional fees.  

The collections agency, ********** *******, sent a letter to the customer in the first step of the debt collection. This letter states that the balance due to the account is $74.77. The letter provides the debtor with all information necessary to contact them to settle the debt. The letter has the customer’s information including their account number and the proper toll free number to call. Ms. ******** made her first successful call to ********** on 9/18/2013 at 11:30 am PST. During this call, she disputed the charge with the operator there. The second successful attempt to ********** was 10/11/2013 at 8:19 am PST, and a third on 10/15/2013 at 8:27 am PST. All of these contacts from the customer are time stamped in the ********** noting system. She also tried calling the ********** main office via a number she was not given on the letter she received. This call was made at 9:44 am PST. When she called this number, they attempted to transfer her to the correct department, but she hung up during the transfer.  

She has successfully contacted ********** several times, but there is no negotiating of these outstanding debts. It is clear by her initial dispute of the debt that she is not willing to pay for the book not returned and is implying that she has tried to pay this debt, but is simply unable to because she cannot reach anyone to take her payment. This is not the case at all and this debt will not be waived. As she has been told by both CBR and the letter she received from **********, she is to call ###-###-#### and provide the account number on her letter, ****************.

Consumer Response:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I do not deny paying but seeing as there above mentioned attempts were received by myself I do not feel it is fair, further I have attempted to dispute their charges and am unable to communicate with this company via telephone nor the can their collection agency locate me in their systems. I am not refusing to pay my debt by any means as indicated by my attempts I am simply requesting for the amount due to be discounted.

Regards,

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

 


 

 

9/16/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I rented a product from this company which I did receive. However, the screen on the item had a defect and only the right half of screen was able to be viewed. I contacted College Bookrenter and they did offer to send out another device. I did receive that one, but when I received it, it would not turn on. After inspecting the item, I found the battery connection to be corroded. I cleaned it, and the item would turn on occasionally, but only after shaking the item vigoursly. This is needed for a college class and shaking this item every time I need to use it is not acceptable. I once again contacted the company. I was told to return both items and I could get another replacement sent out. I need this for class daily, so I am using the one with the broken screen temporarily. I cannot return both at the same time. I have explained this many times to College Bookrenter, but they are not willing to work with me on this. I am unable to find this produce anywhere else or I would definitely get from another company. I just want a product that works properly.

Desired Settlement: I need this item for college class daily. I would like to receive an item that actually works.

Business Response:

The customer placed a rental order for a CPS Pulse Response Pad on 8/23/13. A working device was shipped to the customer and delivered on 8/28/13. She contacted customer service stating that the device she received was unusable due to the screen being damaged. A replacement item was promptly shipped to the customer the same day and was received 8/30/13. This device was checked before shipment and was in proper working order. Ms. Powers contacted customer service again on 8/30/13 stating that the replacement device was not working. She stated that she changed the batteries in the device and there was still no power. In this complaint she states that the batteries were corroded, but she never reported that to customer service. The chat correspondence to this conversation is attached.

She then requested a third device be sent to her. At the time, there was no additional stock of this item. Since she stated both items were unusable, we asked that she return both for a refund. At this point, she backtracked and stated that the first device she received did work, but the screen was difficult to see and that she would just use it, but should receive a discount. She was given a 30% discount which was applied back on 8/30/13. She was also instructed to send back the second device she received.

On 9/4/13, she contacted customer service again asking for a third device to be sent after she was already credited. She was instructed to please return the second defective device before any additional items could be shipped. On 9/11/13, Ms. Powers generated her return label, but that label has not been scanned by the post office yet. Another item cannot be shipped until at least one of the previous shipments is returned. A replacement item will be shipped only if stock is available upon her return.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ******** and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Regards,

***** ******

 


 

 First of all, I did not "backtrack" and tell them the device did not work.  When I received the first item I immediately online chatted with them telling them that the device has a large purple "blob" covering the screen.  They did send me a second device.  Once again, I immediately contacted them again telling them the second device only worked intermittently.  I told them from the beginning that I HAD to have a device for class, that sending both devices back was not an option, that I would use the defective screen device until I could receive one that works.  They knew that from day one, when this all started.  I told them to take back the discount if they would just give me a working device.   I never "backtracked" and changed my story.  They emailed me a return label last week, which I was unable to open the attachment and print.  I have now printed and will be returning the second device today.  I do believe that the second device was working when they shipped it, because it works intermittently here, but that is not acceptable when I need this every day for class.  It has corroded battery connection and only turns on occasionally.  I feel like they are accusing me of ruining these devices or something.  All I want is to be provided a working product.  Why in the world would I waste my time and make this up.  This is an inconvenience to be dealing with this and honestly I wish I never would have started working with their company. 

9/4/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I rented a Thermodynamics book from CBR via their online website last August. Information for the book: Thermal-Fluid Sciences: an Integrated Approach, Stephen Turns, *************. I did NOT receive the book that I paid for. After many, many attempts to contact CBR and receive either the book- which I desperately needed for my course- or receive a refund for the money and hassle this caused me, I was ignored by their customer service department. This issue went on from August to February. After several attempts to contact customer service at CBR- which I have email proof of doing, CBR charged me $27.49 for the rental, $ 6.87 for a late fee, $24.99 to own the book. The problem is I NEVER got the book! In total I was charged $59.35 for a book that I never even got! Not to mention my credit card was charged without my permission! The late fees were docked right from my card that I used to pay the original rental fee, but without my authorization!

Desired Settlement: I feel as though I was taken advantage of and I desire to have my refund that I deserve, $59.35 on my credit card that I paid with. I will never do business with CBR again, due to the way they handled the my book rental. I can not believe that I was charged for a book that I never received. The arrogance of CBR representatives is deeply offensive and I would not recommend their business to anyone.

Business Response:

Ms. **** placed an order 8/28/2012 for Thermal-Fluid Sciences: an Integrated Approach, Stephen Turns, *************. The book was shipped to the address the customer provided at the time the order was placed. This package was shipped via FedEx Smartpost with tracking ********************. She contacted our customer service department on 9/13/12 about the delivery status. During that phone conversation, the customer revealed that the address she entered was incorrect. She entered the wrong apartment number and the wrong zip code, causing the package to be undeliverable. She was told at that time that a refund would be issued if the package was returned to us, but if it was not, she would be responsible for the purchase of the book.

The book was due to be returned on 12/20/12. She contacted our customer service department again on 12/18/12 to see if she would be liable for the book since it was not returned to our warehouse. She was told again that she would be responsible. In an effort to help this customer, the collections department quoted the customer a significantly reduced purchase price of $24.99. The original purchase price of this book was $118.00. The customer never paid for this book at the time the price was quoted. Since she never purchased the book voluntarily, the account fell into collections and the charge for this book was made on 2/18/13. These charges were made in accordance with our Terms of Use that the customer agreed to when placing the order.

From Terms of Use:

Undeliverable Shipments If an item(s) rented through CBR is returned as undeliverable due to an incorrect address, your account will be refunded for this portion of the order, less shipping charges. If the item(s) is successfully delivered to the incorrect address or is lost during this process and is not received by CBR, you will be charged the full purchase price of the item(s).

Late Fees A book is considered "returned" on time when it is in transit to our warehouse on or before the due date. If your textbook(s) is not in transit to CBR with the tracking provided by our prepaid return label from your account by the last day of your rental period, then your rental is considered overdue. Your debit or credit card may be charged a late extension fee the first day after the due date. This charge will extend the rental term for 7 days.

If your textbook(s) is not returned and/or the prepaid return label not used by the extended due date, then your credit card will be charged the purchase price of the textbook and the book(s) will be yours to keep.

You will be notified via email of any late charges. This email will be sent to the email address used to initially place the order containing the item(s) in question, regardless of any other email address(es) on the account before or since.

As a condition of your rental agreement, you hereby grant CBR the right to assess late fees and charge them to the credit or debit card on file for the account. CBR reserves the right to charge any card on your account if the primary card is declined. Additionally, charges that are declined may be re-charged at any time and for as many attempts as necessary to collect the outstanding balance of the account. CBR is not responsible for any overdraft fees or penalties incurred from these charges.

In the event that any charges against the customer's credit card are declined for any reason, CBR will provide delinquent account information to a collection agency in an attempt to recover payment for lost property. All accounts sent to a collection agency are subject to additional fees.

The charges made to this account will not be reversed. The charges were made because the book was undeliverable due to the invalid address the customer entered at the time the order was placed.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[I am dissatisfied with the response because I had attempted to contact customer service representatives from CBR MULTIPLE times, in excess of 5 times. Through email, phone and online chat I had attempted to contact CBR about my claim. Additionally, I did not provide the wrong zip code or apartment building number, as CBR is claiming. The zip code and building number were correct, it was my apartment number that was off by one digit. My apartment was 214 and I put 213. Also, I took it upon myself to contact the local post office where the tracking number indicated my package was dispatched to. I talked to 2 representatives from the post office and they told me my package would have been delivered regardless of my minor mistake due to the fact that my name was on the mail box. I am deeply appalled at this situation. I have made a mistake with my address before with the book renting company *****. Their resolution process was SO much easier and did not cause me any of the headaches or stresses your company has. I have felt like a victim at the hands of a manipulating book renting company whose only goal is to make profits instead of facilitating the success of college students. The fact that I did not have this text throughout my Thermodynamics class put me at a HUGE disadvantage. I was inconvenienced by having to go to the campus library to look at the book- for which I had rented and paid for, yet did not receive. I was taking 18 credits and the whole reason I rented this text in the first place was to save me time. So, not only did CBR's negligence cost me money, it also cost  me my time and efforts inside and outside of the classroom. ]

Regards,

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


 

 

7/29/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I received an email saying the Intermediate Algebra (9780495831426) book I rented this past semester was being charged a fee of $84.94 due to it not meeting the quality standards of CBR. The book was not used this past semester because the professor did not require that textbook. When I received the book, I examined it and there were minor pencil marks and some of the pages were folded, but there was no damage to the textbook . As I stated before, I did not use the book and it shipped back in the same condition it was shipped to me. I am a very disappointed because I rent from CBR every semester and have never had an issue until now. I have received an email from both ****** and ***** in the Collections Department regarding this matter. I stated that I do not want my credit card to be charged and the response I received was: The charge will be reattempted until the payment is collected, or until your account is turned over to an outside collections agency.

Desired Settlement: As stated above, I did not cause damage to the Intermediate Algebra (9780495831426) book. I would like for CBR to stop contacting me, adjust my account balance to $0 and close my account.

Business Response:

We received the Intermediate Algebra textbook back from the customer on 5/7/13. During the book inspection process, the warehouse noted the presence of water damage to the text. The customer was charged per our Terms of Use policy, located on our website.

Damage Fees Fees will be charged for lost, stolen, or damaged textbook(s). Your account will be charged for the full purchase price of the item(s) at the end of the rental term.  

Each item will be thoroughly inspected for damages upon arrival at our warehouse. You will be notified via email of any charges. This email will be sent to the email address used to initially place the order containing the item(s) in question, regardless of any other email address(es) on the account before or since.  

Examples of unacceptable damages include, but are not limited to  

·        Torn or missing pages 

·        Damaged cover or spine/binding 

·        Stains on or inside the product 

·        Water damage 

·        Excessive highlighting/writing (workbooks received with missing or completed pages will not be accepted and will be charged) 

·        Any other damages that would determine the book unusable 

As a condition of your rental agreement, you hereby grant CBR the right to assess damage fees and charge them to the credit or debit card on file for the account. CBR reserves the right to charge any card on your account if the primary card is declined. Additionally, charges that are declined may be re-charged at any time and for as many attempts as necessary to collect the outstanding balance of the account. CBR is not responsible for any overdraft fees or penalties incurred from these charges.  

 

The collections department attempted to charge for this book as stated by our Terms of Use. The customer contacted them several times about this attempted charge. The customer states that the book was not used during the rental term. The damage to this book is only in the back section. Since it is possible that the damage could have been undetected by the customer, we will not continue to charge for this damage. This order has been closed from the customer’s account. 

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

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

 


 

 

7/2/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have contacted this company many times to dispute a book damage fee they drafted from my account days later after emailing that the book was returned to them. I ask them to postpone the fee until we came to an understanding of the book damage dispute. They drafted the money from my bank account and refused to send the book back to me as well as show me pictures of the damage book coming out of the packaging I sent it to them in. They have refused to give me a phone number and they blow me off as though this isn't a serious matter. I don't know 100% if someone in their shipping damage the book and they just charged me for it but I think that's what has happened. They are rude and not willing to help nor compromise for customer satisfaction. I am highly upset that they have charged me full price for a book for a ripped off cover I did not rip off and are refuse to send me the book or refund my money.

Desired Settlement: I want the $40.00 back for the damage fee because they have no proof and cannot show me proof of the book coming out of the package with no cover. They can only show me the book with no cover nor will they show me the package that I sent the book to them in.

Business Response:

The customer ordered rental #******** on 12/27/2012. The book was returned on 6/6/2013. Upon arrival at the warehouse facility, the book was inspected for damages. This book showed significant damage when received. There was no damage to the outside packaging and the pack list the customer included was not damaged, so there was no damage in transit. Pictures of the damage are attached to this claim. Our Damage Fee policy is found on our website. Our website terms are agreed to by the customer before placing their order. This policy sates: 

Damage Fees  

  • If the rented textbook is lost, stolen, or damaged during your rental period, your account will be charged for the full purchase price of the rental at the end of the rental term.  
  • Each item will be thoroughly inspected for damages upon arrival at our warehouse.  
  • Examples of unacceptable damages include:  
    • Torn out or missing pages  
    • Damaged cover or spine/binding  
    • Stains on or inside the product  
    • Water damage  
    • Any other damages that would determine the book unusable  

We don't want to have to charge you, so please be responsible with your rental! 

 

The book was returned with the front cover missing. This matter has not been blown off as the customer claims. She has contacted our offices seven times since 6/7/13. The issue was explained to her each time. Pictures were sent to document the issue. There was no need to keep outside packaging, as it had nothing to do with the condition of the book as it was received. The customer was told multiple times that the book could be returned to her if she paid the return shipping fee. She declined this, but was not told that the book would not be returned.  Since the book was returned in this damaged condition, she was charged according to the damage policy. This damage charge will not be refunded.  

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. They have not compromised in any way and I didn't rip the cover off the book. I am not paying more for this book than what it is worth. I either want a refund or the book sent back to me. Regardless of the policy they cannot say 100% that one of their employees didn't rip the cover off the book and in their response back to me they are calling me a liar. I don't appreciate the ill treatment I have received from this company.

Regards,

**** ****** 


 

 

6/21/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I rented one book from CollegeBookRenter.com; ORDER# 11633440. Upon returning books in a secured package, I received an email that the book was damaged and I would be responsible for an additional fee of $62.32. The email reads: Hello *****, we have received your returned rental(s) from order #********. During our inspection, we found that the following textbook(s) do not meet CBR's quality standards and will have to be pulled from our inventory. TITLE AUTHOR ISBN Popular Music in America: and the Beat Goes On, Michael Campbell, *************. As a result, you have been charged a damage fee of $62.32 for your returned rental(s) as outlined in our Return Policy If you have any questions, please contact us via email at collections@collegebookrenter.com or Start a Live Chat (Mon-Fri 8AM-5PM CT) Thank you, The CBR Team. I am very upset about this situation, as I did not return a damaged book as stated. I rented the book believing that I would need it for class, and never even used it. I have rented books prior to renting this one and I have never had this problem. I am always sure to take very special care of rental books to prevent situations such as this one. Upon receiving this e-mail I tried to start a live chat within the hours stated on their website. However, there is never a operator available at any given moment in time. I e-mailed the company to the e-mail listed on their website and I have not received a response. I checked the status of the above book on their website to see what it showed. As of today, this company is showing this book as still out for rental, not returned, and past due since it was due on May 31, 2013. This company has already acknowledged receipt of the book, but still shows it out for rental. The accusation that I returned a damaged book, as well as the website showing this book still out for rental are both false. This situation needs to be resolved as soon as possible. If I had damaged the book, I would gladly pay the fee and be accountable for it. But, I did not damage this book, and should not be charged a damaged book fee for it.

Desired Settlement: I want the $62.32 to be credited back to my account and for the textbook status to reflect as returned on their website.

Business Response:

The customer ordered rental #******** on 1/14/2013. The book was returned on 6/5/2013. Upon arrival at the warehouse facility, the book was inspected for damages. This book showed significant water damage when received. There was no damage to the outside packaging and the pack list the customer included was not damaged, so there was no damage in transit. Pictures of the damage are attached to this response. Our Damage Fee policy is found on our website. Our website terms are agreed to by the customer before placing their order. This policy sates: 

Damage Fees  

  • If the rented textbook is lost, stolen, or damaged during your rental period, your account will be charged for the full purchase price of the rental at the end of the rental term.  
  • Each item will be thoroughly inspected for damages upon arrival at our warehouse.  
  • Examples of unacceptable damages include:  
    • Torn out or missing pages  
    • Damaged cover or spine/binding  
    • Stains on or inside the product  
    • Water damage  
    • Any other damages that would determine the book unusable  

We don't want to have to charge you, so please be responsible with your rental! 

 

 

The customer states she did not damage the book. She did not report any damages upon receipt of the rental in January. Also stated in our policies: 

Lost or Damaged  

Please notify us immediately if the book you receive is damaged, or if you have not received your book and the tracking information shows that the book has been delivered. You must notify CBR within seven business days of your rental's expected arrival date if you have not received your item, or if you received it and it is damaged. If you don't report your rental as lost or damaged, you will be charged the full purchase price for the rental upon the expiration of the term. We don't want to have to charge you, so please let us know!  

 

 

Our facility was closed 6/11-6/13 for computer system updates and warehouse inventory. Because of this, the customer was not able to reach our customer service department to help her with this issue. We are sorry that she was unable to reach us at that time.  Since no damage was reported at the time the book arrived to the customer and it was returned to us with significant damage, the charges will stand.  

Consumer Response:

I am not pleased with this response because I did not cause any damage to the book. I tried to find a contact number to call them personally to speak to them in regards to the water damage and no phone number was available. I also tried to chat and it stated that no representatives were present. I want a refund of the money charged for damages as I did not damage the book. I returned the book in the exact condition that it was sent to me.

Regards,

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

 

 

5/30/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I rented two books from CollegeBookRenter.com; ORDER# ********. Upon returning both books in bubble wrap, I received an email that one of the books was damaged and I would be responsible for an additional fee of $45.99. The email reads: Hello ********, We have received your returned rental(s) from order #********. During our inspection, we found that the following textbook(s) do not meet CBR's quality standards and will have to be pulled from our inventory. TITLE AUTHOR ISBN The Heritage of World Civilizations, Brief Edition, Volume 2 Craig, Albert M. ************* As a result, you have been charged a damage fee of $45.99 for your returned rental(s) as outlined in our Return Policy If you have any questions, please contact us via email at ********************************* or Start a Live Chat (Mon-Fri 8AM-5PM CT) Thank you, The CBR Team I am very upset about this situation, as I did not return a damaged book as stated. I am not new to renting books, and have never had this problem in the past. I am always sure to take very special care of rental books to prevent situations such as this one. I immediately clicked the Start a Live Chat link on the email to inquire as to why I was receiving this email. I told the representative listed as “*****” that I did not return a damaged book. I said I did not write, highlight, bend, or tear any pages in this book, and there must be a mistake as to me receiving this email. The book already had underlining and highlighting in it when I received it. ***** proceeded to tell me that the above listed book had liquid damage on the upper corner on some of the pages. I told ***** I can assure there was absolutely no liquid damage on this when I packaged it, and that something has obviously happened to the book after it reached their facility. ***** said there is nothing ***** can do about this, and that ***** was very sorry. I told ***** again that this book was returned in the bubble wrapped package in the exact condition it was when I received it. Then I asked for a telephone number to speak with someone at the company about this problem. ***** told me there was not a telephone number available to contact them, all correspondence was handled by “chatting” online or email. I was not getting anywhere with the “chatting”, so I emailed the link above ********************************* requesting a telephone number to speak with someone about these false allegations of a damaged book I returned. I have not received a response. I checked the status of the above book on their website to see what it showed. As of today, this company is showing this book as still out for rental, not returned, and with only 11 days before it is late?? (at which point additional late fees will accumulate). This company has already acknowledged receipt of the book, but still shows it out for rental. The accusation that I returned a damaged book, as well as the website showing this book still out for rental are both false. This situation needs to be resolved as soon as possible. If I had damaged the book, I can assure I would pay the fee and be accountable for it. But, I did not damage this book, and should not be charged a damaged book fee or it.

Desired Settlement: This company needs to show the above book as returned in their system, and remove the $45.99 damage fee from my account.

Business Response:

Ms. ******** emailed our collections department at 3:48 pm yesterday and did not wait for a reply before filing this complaint. She was emailed the following response at 8:27am this morning.

               Order Number: ********

Dear *********

Customer support is available through chat and email.  We no longer have
a customer support phone number.  As for the damage, I personally went
and looked at the book and to me it appears the damage was done during
transit.  I have submitted the refund of $45.99.  Please allow 3-5
business days for your financial institution to process this credit.

Thank you,

******
Collections Manager

The refund for this charge was processed this morning. There also seems to be a misunderstanding about the status of the order and that it would be eligible for a late fee. That is not the case and she was not told that in any communication.

5/15/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: So I was charged a late fee of 108 for a late book if returned within 20 days !I returned the book I also received and email stating the book was returned a week or so ago ! So on last Wednesday I received an email stating that my refund would be to me in 3-5 days ! I still had not received it ! So this week I contacted them and was told that my refund was accepted on the 17 th .I called my bank and they had no record of a refund ! My money was refunded to a different card ,actually a gift card I no longer have ! And I was told that they can't refund my money to the correct card because the gift card has been spent and isn't expired ! I don't have the gift card so how can it be spent !!! It's the companies fault for refunding my money to a card I don't use !They charged the correct card for a late fee,but I can't get my money back

Desired Settlement: I would just like my refund back ! They made a mistake so why should I suffer ,,

Business Response:

Ms. ***** placed rental order 5164415 on 1/6/2012. The original due date for the return of this order was 5/25/2012. Our collections department made attempts to recover this text book for almost a year and she was charged the purchase price of the book on 4/2/2013. The customer states that the original credit card used to place the order was a gift card. In our Terms of Use, which the customer must agree to upon creating their account, it states:

Credit Cards CBR accepts MasterCard, Visa, Discover, and American Express. There is no surcharge for using your credit card on our site. Please provide the same number and address that is listed with your financial institution. Providing us with incorrect credit card information will cause a delay with your order. Once your order is accepted, you agree to refrain from canceling your credit card account used to rent your item(s) until they are returned. In the event that the credit card account used to rent your item(s) is canceled prior to the return of our item(s), you agree to contact us immediately.  

We were not notified that the card the customer used was not an issued credit card and were not notified that the customer no longer had this card in her possession.  

We did agree to refund a portion of the fee charged, even though the book was a year past due, if the book was returned to our warehouse.  The partial refund for this order was processed, but the customer claims to no longer have the card used.  This refund was accepted on 4/17/13 transaction number**************, authorization code ******.  When this customer told us she no longer had this card, we attempted as a courtesy, to reverse the refund and apply it to another card. The charge was declined, meaning the funds deposited to that card on 4/17/13 had already been used.  A refund was issued for this return and will not be issued again.  

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution. Please respond here ONLY]

Regards,

****** *****

 


 

 So I understand that I accepted the terms but that still does not make sense because they did not charge my late fee to the gift card , who keeps gift cards longer than a year! And they keep stating that the funds were used I never used them I even went to the place to see if the money was in my account and it wasn't !! So in my eyes thry still owe me 70$ it's their fault for not refunding to the correct card ! If they charged my bank account for a late fee but send the money to the wrong card It makes no sense !! Thanks bbb for your help ! But I will not be doing business with College Book Renter again 

4/19/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: The company states that 2 out of 5 rented books were not returned. Have had this issue on three seperate occasions that books were rented. I Have proof they received package (UPS Tracking Number), containing all books that were rented, and can prove poor record keeping on their part as well. They are now threatening to send matter to collection agency for not paying missing book costs and late fees.

Desired Settlement: Cancellation of late fees and book costs they are trying to recover from me. I promise never to business with them again.

Business Response:

The customer did not return two of the five books originally due on 5/25/12. The package was received at our warehouse on 5/24/12 with UPS tracking ******************. There was no damage to the package. The account was noted, at the time of receipt, that two of the five books listed on the pack slip were not included. We have contacted the customer repeatedly since May 2012, but the customer has not returned the missing books and has not paid for them. This account is due to be turned into collections, as it is significantly delinquent. Mr. ******** agreed to ours Terms of Use upon placing this order. The return of the books or payment for non-return is his responsibility.

3/7/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I rented 3 books from this company(collegebookrenter.com) last year, It was in January of 2012. After the semester was over in may I was late sending the books back. I created the ups label and dropped the books off at ups. I got an email on last friday which was the 1st of march 2013, telling me that they have charged my card for all three books. I tried to call them on today(03/04/2013) but I could only chat with someone online. I asked for a number to speak to someone live and they told me I could only chat with them. Okay I asked ****** that's the lady I was chatting with, I asked her why was I not notified about this matter she told me they called me June of last year. They called me in may of last year and i told them that the books was going to be late and i sent those books back to them. ****** tells me there is no record of them coming back to their warehouse, well that's not my fault. Someone there or the ups has dropped the ball and now I'm responsible. I have a real problem with this because they wait almost a year and charge my card without notifying me first. Something is not right about this.

Desired Settlement: I want them to credit my card back the 300.00 they took from me

Business Response: Ms. ****** rented three books on 1/10/2012. The original due date for the return of the books was 4/9/2012. She received multiple return reminder emails before the books were due, opening two of those messages on 4/1/2012 and 4/3/2012. She made no attempt to return the books at that time. Our collections department, in accord with our late fee policy that the customer agreed to upon creating her account, attempted to charge late fees for the order on 4/10/12. The credit card on her account was declined. She was notified by email of this attempted charge on 4/10/12. The charges were attempted periodically after that time, with all attempts being declined by her credit card. Our collections department contacted Ms. ****** on 5/2/2012 by phone to discuss payment options for the delinquent account. She stated at that time that she thought the rental term was longer and she would voluntarily extend her rentals to cover the overdue fees. She did not do this. On 6/22/2012, she was contacted again about the delinquent account and stated she would ship the books back. She created her return label from the online account. The tracking generated from that label was UPS ******************. To date, this label has never been scanned with UPS and the package has not been returned to our company. The customer was responsible for the return of these books by 4/9/2012. Per her agreement with CBR, she is responsible for the purchase price of the books if they are not returned. Her credit card has been tried multiple times to collect the overdue debt. The attempted charge was finally accepted on 3/1/2013. Per CBR’s Terms of Use, the customer has 20 days from the charge of the sale of the books to return them for a partial refund. If Ms. ****** returns the books by 3/20/2013, she would be eligible for a refund in the amount of $224.42.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 9447738, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

In June of 2012 I told this company I would return these books. I printed the label and took them to ups, now if they never received them why did they not contact me. Why would they wait almost 1 year later and take monies out of my account. I think they should have contacted me to let me know they did not receive the books, that way I could have went back and asked questions. I don't know a lot about shipping with ups all I know is that I took the books there and dropped them off. I think someone with this company or ups didn't do their job and now I have to pay and it's not fair as a consumer.

Regards,

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

 


 

2/1/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On 01/08/2013 I rented a text book From CBR. It was shipped on 01/09/2013 thru Fedex and the USPS. As of today I have not received the book. I have Contacted CBR three times via Live chat. I was told the first time "It happens". The second time I was told the address was wrong and I need to contact Fedex and the USPS. I contacted the USPS service and was told by them that I needed to wait until 01/25/2013 for them to be able to look into it. I waited and contacted the USPS on Friday, 01/25/2013 and they are in the process of trying to find the book. Today I contacted CBR again and requested the shipment of another book or a refund and was told to reorder the book. Because the address was wrong they would not send me another book. I checked the address and the only thing wrong was the zip code. The address they gave me that they sent the book to was not the shipping address in my Profile. I used this same address last semester and received the books that I ordered. As far as the refund they will not issue one until they get the book back. I am afraid I will be charged at the end of the semester for a book that I have not received and therefore cannot send back to them.

Desired Settlement: Set up a Customer Service phone number for customers to use instead of Live Chat.

Business Response: Mr. ***** placed his most recent order on 1/8/13. The address he provided for this order was *** *** **** *** *** ***** ********** ** ********* ** *****. This is not a valid address. Per USPS, the correct zip code for Americus, GA is 31709, not 31014, as the customer entered. This customer has never shipped an order to this address in the past with our company. CBR shipped four orders to the PO Box address listed in this complaint. The order he references from last semester, order ********* *** ******* ** *** *** ** * ******** ** *****. All of the past addresses were delivered to Cochran, GA. He attempted to use the same zip code for another city. The post office will not deliver a package with an incorrect zip code. The customer updated their online account yesterday and changed the latest shipping address to include the correct zip code of 31709. Our online account system has a very detailed tracking system and we are able to monitor when changes are made to the accounts. There will be no refund issued at this time. If the book is returned to our warehouse facility by the postal service, then a refund will be issued. If the book is not received back at the end of the rental term, he will be charged in full for the purchase price of the book. The return of this book is the responsibility of the customer. In accordance with the Terms of Use policy, the customer agreed to:Product Returned as Undeliverable If an item(s) rented through CBR is returned as undeliverable due to an incorrect address, the customer's account will be refunded for this portion of the order, less the initial shipping charges. If the item(s) is successfully delivered to the incorrect address or is lost during this process and is not received by CBR, the customer will be charged the full purchase price of the item(s).

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 9398055, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Regards,

***** *****


I have spoken with the USPS today and was informed that the package did arrive at the 31014 zip code, the zip code was corrected to match the shipping address and sent on it's way.  I actually spoke to the person who handled the package, who says he remembers the package and the actions that were take to get the package to where it needs to be.  It has been two weeks since this happened and still the package has not turned up.

Business Response: Again, this package is lost within the postal system due to the customer entering an invalid address. We do hope that it is located, but if it is not, the customer will be responsible for the book at the end of the rental term.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 9398055, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Regards,

***** *****

 


Yes, the package is lost within the postal system.  The fact that CBR has refused to help in any way to locate the book screams bad customer service!  The first time I contacted them the address not the zip code, was the problem.  The second time, it again was the address not the zip code.  The third time it was the zip code.  It would have helped to know exactly what the problem was two weeks ago instead of being told "It happens".

1/28/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I payed for express shipping to get to me 2-3 three days;it's been two days from the date that it's was supposed to receive the books I try contacting them but I got no response

Desired Settlement: Money returned for shipping cost

Business Response:

Mr. ***** placed an order after our posted business hours on Friday, January 11th. As stated on our website, all orders require 24 hours for processing after the order is placed. The next business day was Monday, January 14th. His order was processed and packaged for shipment on that day. Mr. ***** selected the 2-3 business shipping day method. With this selection, his order is on time if delivered on or before January 17th. He was emailed his tracking information on 1/14 and this email was opened by the recipient on 1/15. Tracking information is also available to the customer on his online account. The tracking number for this package is ******************** shipped via Priority Mail. Per the tracking information, this package is out for delivery today. This package is on time. The shipping policy that customer agreed to states:

Ninety-five percent of orders are processed for shipping within 24 hours of the order being placed, and are delivered in the number of days detailed below, depending on the shipping method selected during checkout. Processing and shipping times are based on business days: Monday through Friday, excluding holidays observed by the United States Postal Service and UPS, such as New Year's Day, President's Day, Memorial Day, Independence Day, Labor Day, Thanksgiving, and Christmas.

Our customer service is available via our online chat or our support email as described on our website. The last contact this customer made with us was through email on 1/7/13. This was about the return status of a previous order. He has not contacted us via chat during our posted business hours.

1/23/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I'm a mother of a senior in high school who is doing dual enrollment at a local college. I rented three books from this company in August. On December 15th I packed them up and shipped them in the same box they were received in after making a thourgh inspection of them to make sure there was no damage of any kind and there wasn't. On January 8th I finally received an email that they had received them in their warehouse but hadn't inspected them yet because they were to busy. On January 10th they sent me an email because they weren't able to charge me for a book they said was damaged. I contacted them and wanted to know what damage because there wasn't any when I packed them up. She said the first 100 pages of the book had water damage and couldn't be returned to their rental inventory. I explained that there was no damage when I shipped them same as above. She basically said that was tuff and to pay them. I said I would send a money order for the book and the shipping fees for the book to be returned to me since I was paying for it. It seems their policy doesn't allow this and she said the book was destroyed. I believe it was damaged in their warehouse and it's a hoax to get more money out of me. I researched other book rental places and they don't have such a strict policy. Below is a copy of *************** ******. In the event you incur a major damage fee and are charged the buyout price for the book you have the option to have the damaged book shipped back to you at your expense. You must contact Customer Service within twenty-one (21) calendar days of the day you are charged the major damage fee to arrange (and pay) for the damaged book to be shipped to you. If you do not provide BookRenter with shipping instructions and payment within this time, the damaged book will be considered permanently and irrevocably abandoned by you. Accordingly you will automatically forfeit any and all right, title or interest in the book. The abandoned book will then be recycled, donated or otherwise disposed of in a manner of BookRenter’s choosing without further notice or obligation to you.

Business Response: This customer rented four textbooks in July of 2012. The return was shipped at the end of December and received at our facility at the first of the year. This is the standard return shipping time. Thousands of books are received each day and processing of the books generally takes three to five business days to complete to ensure that all packages and books are inspected properly.  When the books arrived at our warehouse, one was water damaged. The outside shipping container was not damaged in any way, nor was any of the other three books contained in that package. The book was not wet when received, but clearly was damaged at some point. The email the customer received about the receipt of the books states that the books(s) have been received and the online account will be updated to reflect the return. It does not state that we are too busy to inspect the books. The purpose of that email is to notify the customer that the return is currently in process.  Since this book was returned damaged, the customer was charged for the book. This is in no way a “hoax” to get money from the customer. Our property is damaged and can no longer be used. If the customer had purchased this book voluntarily from their online account, the price would have been $56.07.  The collections depart made the charge for this book $45.23; the lowest possible price we could, as we will have to replace the book. There is no reason for including another company’s damaged book policy in this complaint. The customer agreed to our damage policy as part of the rental agreement, not another company’s. Below is our damage policy:Damage Fees

  • If the rented textbook is lost, stolen, or damaged during your rental period, your account will be charged for the full purchase price of the rental at the end of the rental term. Due to the volume of books we ship and receive, we are unable to return damaged books to you after they arrive back in our warehouse.
  • Each item will be thoroughly inspected for damages upon arrival at our warehouse.
  • Examples of unacceptable damages include:
    • Torn out or missing pages
    • Damaged cover or spine/binding
    • Stains on or inside the product
    • Water damage
    • Any other damages that would determine the book unusable
We don't want to have to charge you, so please be responsible with your rental!

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 9376031, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I still disagree with their policy and the book was not damaged when I sent it back.  I received an email 1/5/13 saying they received 3 of the books and on 1/8/13 I received an email saying they received the one book they are claiming was damaged.  They were all packed and shipped in one box with one label.  That's odd!  The lady in collections could only tell me the inspector noted the first 100 pages had water damage and they destroyed the book nothing about the box that all 4 books came in. I sent a money order to cover the book charge but will never use this company in the future nor will I recommend them to anyone.

Regards,

***** ******

 

 

1/22/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have used college book renter for school purposes because they provided the best prices for the books I needed. The last rental I made had problems as far as the return of the items was concerned. The customer service team was not helpful as far as my situation was concerned with trying to find my 'lost' books. The company first took $28 worth of my money without warning because 2 of 3 books I mailed back were not received, then proceeded to take $148 worth of my money without warning saying that I now owned the books. I did my part as far as mailing my books back with the shipping labels provided by this company. I was told numerous times via email and live chat that my shipping labels were never scanned at the post office and that if I didn't return the books I would not get any of my money back that was taken. I found it beyond inconvenient that I could not call this company and talk to anyone because they did not have any phone service and I could only communicate with them via live chat and email. This did not help my situation considering I have also been in contact with the post office and was informed by them that the shipping label on the books had no tracking on them at all, despite what college book rental told me numerous times. As far as customer service goes, I received no help from anyone I was in contact with. I understand that this is a business and money is important, but so is the customer's satisfaction, especially since I have used their services before AND have told other students about their great low prices. I will never ever again use this company because of their lack of customer service and dishonesty in my eyes. I finally received a call from them after I emailed again saying I would be contacting BBB about their customer service and my situation. According to them the post office lost my books and they found this out after contacting them 2 months after my books had not been received. I do not want this to happen to any other person ever again because this has been a nightmare not only for myself, but for my financially. The last payment taken from me by college book renter was all of my money and as a college student who works two jobs to go to school, this was heartbreaking, especially around the holidays. I wanted to bring this to BBB's attention so that no other student has to go through what I have.

Desired Settlement: I want nothing more than to have this company get their customer service in order. They need to make sure that they have working phone service at all times to better assist their customers. They should also send out emails before they take money out of a customer's account so that maybe the customer can be better prepared for what is about to happen. They also need a better system of checking their books that are sent and received as far as inventory goes, because I also received a book from them that I ordered for school and it was the wrong book. The only reason I would use this company again is if I received $210 worth of store credit for the charges taken from my account and the overdraft fees I encountered because of the money taken by college book renter that was not there.

Business Response:

This customer spoke to our accounting department on 1/2/13 and a refund in the amount of $170.82 was issued at that time. There is nothing more to refund to the customer’s account. The charges were initially made because the books have not been returned to our warehouse. The accounting department agreed not to hold the customer responsible for the lost books, so the refund was issued.

1/11/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Last week I put 3 text books in my shopping cart for the upcoming semester. I did not place the order because I wanted to shop around. The next day I received an email from CBR asking me to “come back” and to use a provided discount code for 10% off. The code did not work. I used the live chat to talk with a “*******” on Monday, December 31 about this issue. What occurred next is a comedy of errors that I could never begin to make up. First she told me that the email was sent out by a third party company that CBR had hired. She said they stopped using that company and wasn’t sure why the email went out. Next she said that the discount only applied to orders over a certain amount, $100 I believe. That was not stated anywhere in the email, not even in fine print. She then gave me a different code for 5% off, but again it did not work. She advised me log off and back on. I did so, but that caused my shopping cart to be emptied. When I put the 3 books back in, my amount owed went from $56 to $68. I used the chat service again and talked to *******. She said the prices vary depending on the day, but never took responsibility for causing the cart to be emptied or offered to set my price back at the original price. So not only did the 10% code that was emailed to me NOT work, your employee caused my cart to be emptied and my prices went UP. She then offered me a 5% discount, instead of the 10%, a classic bait and switch. This is a terrible way to treat a returning customer.

Desired Settlement: I want my textbooks priced at the amount that showed earlier, before the CBR employee advised me to log off and back on, causing my cart to be emptied. That price is $56. I then want the 10% discount that was offered to me in an email. I would be more than happy to provide that email to CBR (which I have already done) and to the BBB. Nowhere in the email does it state that I need to spend a certain amount to receive the dicsount.

Business Response:

Mr. ******** received a coupon offer for a discount on rental services. This code has criteria that must be met in order for the code to be honored. The email the customer received must be clicked through for the discount code. When this is opened, you are immediately directed to the coupon page that lists everything necessary for the coupon to be valid. This is before any order is placed. The email he received opens to page http://www.collegebookrenter.com/multiisbn.cfm?utm_source=ABCartBundle&utm_medium=email&utm_campaign=ABCartBundleemail-CBR-08062012&et_cid=24512&et_rid=316214

The page looks states:

Give us your book list to save up to 10%.Before you head back to school, be sure you get all the books you need from one company. Eliminate the stress of returning your textbook rentals to multiple companies at the end of the semester by renting all your books from CBR!Rent 4 or more textbooks valued at $130 or more to receive 10% off. CBR Coupon Code - BND10Rent 3 or more textbooks valued at $100 or more to receive 5% off. CBR Coupon Code - BND5If you know the ISBN number of all of the books you need, simply enter them here, and we will return all of your results on one page.This was explained repeatedly to Mr. ********. The pending order did not qualify for any of these discount codes.  He was offered another code that has no specifications and if he still wished to place an order, he was welcome to use that code. He claims that his cart was emptied when he added a code. Adding a code does not cause this. Rental prices change to reflect the current market values. Adding a book to a cart and leaving it there does not lock in a price. If the customer returns days later, the book prices will change before the order is placed to reflect the current rental fee. These price changes are shown before the order is placed and the customer can decide to continue with the order or shop elsewhere. This is not “bait and switch” as the customer claims. All of the coupon details were provided to the customer.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 9355385, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Regards,

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

 


 

The truth is, the original email did not contain ANY literature about needing to spend a certain amount to receive the discount. There was no small type, no disclaimer, anything.

The fact that College Book Renter admitted that the email was sent out by a third party that they are not happy with (and no longer use) speaks volumes. It is also a fact that my shopping cart was emptied AFTER the customer service rep advised me to log out and back in to apply the new (but less) discount. When I restocked my cart with the same books, that the price went up.

The customer service agent had every opportunity to make the situation right. I may have overreacted when I called it a bait and switch, but the email did state "Come back and save 10%". Again, there was no mention of spending a certain amount to claim the discount. That came later, on a different page....a page on the CBR website even though the email was not sent out by them.

I do not like the way I was treated by the customer service rep plain and simple. I WAS a loyal customer, but the day after this incident I shopped elsewhere and will be using them for my remaining time in school....another 4-5 years. That is all I can do.

1/10/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I rented a college textbook in October of 2012 and returned it in December of 2012 on time. The order number is Order Number: ********. I received an email the other day from College Book Renter that the book was returned with damage and I would be charged 37.75. I returned the book in the condition I received it in and did not damage the book. The book arrived with what appears to be possible water damage to the inside cover of the book, but it did not affect any of the pages or usability of the book. Besides the front cover, the book was in great condition. I thought because it was a rental that some minor imperfections were normal. I contacted customer service and found out that I should have notified them within 7 days about the damage to the cover of the book. I tried to explain that the cover did not affect the usability, but just received this response: Lost or Damaged Please notify us immediately if the book you receive is damaged, or if you have not received your book and the tracking information shows that the book has been delivered. You must notify CBR within seven business days of your rental's expected arrival date if you have not received your item, or if you received it and it is damaged. If you don't report your rental as lost or damaged, you will be charged the full purchase price for the rental upon the expiration of the term. We don't want to have to charge you, so please let us know! The book was not received in a manner that prevented its use and I didn't think about contacting them about minor imperfections considering it was a rental. I feel the company has failed to define what constitutes damage and does not provide any instruction with the book upon its arrival for evaluating its condition to their specifications. I should not be charged damage fees because I did not damage the book and second the book is still very usable.

Desired Settlement: I do not want to be charged the 37.75.

Business Response:

We are sorry that this situation has occurred. We do strive to thoroughly check each book as it is returned to our warehouse and again before it is shipped to a new customer. It appears that this book was not inspected properly upon its arrival from a previous customer. Ms. ******* has now been refunded for the charges made on 12/24/12.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

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


 

1/8/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered a book Introduction to Personality Theories in July 2012 sending it to my new address. However, instead of 2178 I accidentally switched the numbers to 2187. I did not realize the mistake until mid to late August 2012 which is past the 7 days when I should have received the textbook. I had seen a refund on my credit card being placed and mistook it for the refund from CBR because my credit card statement did not list who it was from. So I assumed the matter was settled since I just shared the book with my roommate who was taking the same class. However, a few days ago I received emails saying that I needed to return the book. The book that I didn't have. I emailed them letting them know the situation but all they would do is direct me to the instructions on how to purchase the book. They didn't even send me the address to verify which address I gave, or explain why they wouldn't be able to do that even though they knew that it was me they were talking to. In other words, they would not listen to my problem at all. They just demanded more money from me and threatened extra fees if I didn't pay it by December 20, 2012 which was the return date. What I demand is one of two things along with something else that they should do anyway. They can either: 1) Refund me the full amount for the book, including the renters fee. I understand that the shipping fee won't be refunded but at least the price of the book, OR 2) Send the book to the correct address so that I can actually have the book that I paid for. What they need to do is revise their website, policies, and/or their customer service department. The website does not direct consumers to view these policies that allow them to charge all of these extra fees. Everything is streamlined so that consumers can just buy or rent the books without much hassle. That is until they are charged extra fees for fine print that is not easily accessible. The policies are just unethical and make me feel like this business has no faith in humanity, only their money. Every single policy is made so that the business can make more money while screwing over the consumers that purchase or rent books from them. This is not what a business should be about. A business should be about making money while also making the customer happy. These policies just bleed the customers dry so that the business can make the most money no matter how angry or upset the customer gets. The customer service department is even worse than the policies. The customer service department just enforces the policies without even trying to understand the consumer's side of the issue. The policies I can understand because they are there to protect the business from losing money. However, that is what the customer service department is for, so that the policies don't bleed the consumers dry. This customer service department does just the opposite. In fact, I would wager a guess that there is no customer service department and just more salesman who don't care about anything but the extra bonus they will get from getting all of that extra money. As it stand right now, I am very unhappy because I believe that the CBR's business practices are unethical and are only there to make money. On the main page they say that CBR is a "no-nonsense approach to textbook rental." and that "Renting textbooks has never been easier!" This has not been true for me and from the numerous complaints I have been reading this is not the first time. For a "no-nonsense approach" they seem to be adding a lot of nonsense just to make those extra dollars.

Desired Settlement: In summary of the above, They need to review their business practices. Period. As for me, they need to either refund me the price of the book. All of it. Not just the extra purchase fee. Or they can send me the book so that I can actually have the book that I paid for.

Business Response:

As this customer states in the complaint, he provided the wrong address. We shipped the order to the address provided by Mr. ******. Due to this error, the book was lost. The customer agreed to the Terms of Use before the order was placed. This policy states:

Product Returned as Undeliverable If an item(s) rented through CBR is returned as undeliverable due to an incorrect address, the customer's account will be refunded for this portion of the order, less the initial shipping charges. If the item(s) is successfully delivered to the incorrect address or is lost during this process and is not received by CBR, the customer will be charged the full purchase price of the item(s). If the book had been returned to our warehouse, the customer would have received a refund. Unfortunately, this book has been lost in the return process. The customer is responsible for the missing property.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 9340763, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I understand that due to the fine print that this is all legal. However, this is still unjust. As I have said before, it is asinine to have to pay for a book that I do not have. Even if you just refunded me the price of the full purchase of the book I would be happy. Instead, CBR just spouts out their legal fine print just so that they don't have to look at themselves and see that what they are doing is just squeezing money from people who already barely have enough to go to school. No matter what they say, I will stand on this fact and I will reject anything except for a refund, even partial, or to send another book to the proper address.

Regards,

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

 

 

1/8/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On September 4, 2012 I ordered two text books from College Book Renter. I emailed the same day to inform the company there was an error in the address, I was contacted by College Book Renter and was emailed with a reply to keep an eye out for the package when it entered Ellensburg,WA. The package was tracked by Fed ex and Fed ex has recorded the package made it to Ellensburg, WA, was sent out but never delivered and was therefore "returned to sender." I called the USPS office because Fed ex gave USPS the package to deliver and USPS told me they already sent the package back to the shipper. I called College Book Renter to tell them I never received my textbooks and would like a refund. I spoke with Sandy and was told my order was put into the database to keep an eye out for it when it arrived and would be refunded, but I should wait up to three weeks because that was as long as it could take for the packages to arrive back to the company. Three weeks went by and still no refund, I waited longer for leeway up to six weeks and I called College Book Renter again in October. I was told again that my order would be put into their database (a different representative) and they would notify me once the package arrived and "That these things sometimes took awhile." I called again two weeks later in November asking about books I never received and another different representative stated the books had still not been received by the company and that she would put my order in her database and that she would notify when the books would come in and that the refund would happen again soon after. It is now December and I have no textbooks, or refund. I had no control on the movement of these books, I made immediate contact to College Book Renter that there was an error in the address and they are not fulfilling the contract. I emailed December 5th about my complaint and ****** of support emailed me of their terms and agreement. BUT, the very first line of the terms and agreement reads this: Product Returned as Undeliverable: If an item(s) rented through CBR is returned as undeliverable due to an incorrect address, the customer's account will be refunded for this portion of the order, less the initial shipping charges. The email sent by ****** also claimed since I did not make immediate contact there was nothing the company could do and that I was responsible for the books. I have the emails with the dates when I contacted College Book Renter. I emailed them again and stated I did make immediate contact.

Desired Settlement: I want my money back.

Business Response:

Mr. ***** placed an order on 9/4/12 for two textbook rentals. He contacted us after our posted business hours to report that there was an error in the address. The order was shipped to the address he originally provided before any correction could be made. He was instructed on 9/5/12 to please make contact with his local post office, as they might be able to hold the package for him to prevent it being returned. The customer contacted us again on 9/17/12 stating he was unable to contact the post office because he was out of town. At that time, the post office had already deemed the package as undeliverable. Per our Terms of Use, if the package is returned to us due to an invalid address, the customer would be refunded less shipping and processing fees. Unfortunately, this package was not returned. We have not received it. The entire Terms of Use policy the customer quotes is as follows:

Product Returned as Undeliverable If an item(s) rented through CBR is returned as undeliverable due to an incorrect address, the customer's account will be refunded for this portion of the order, less the initial shipping charges. If the item(s) is successfully delivered to the incorrect address or is lost during this process and is not received by CBR, the customer will be charged the full purchase price of the item(s). Since these books have not been returned, no refund will be issued. We understand that the customer did not receive the books, but we shipped them to the (incorrect) address he provided. The customer is still responsible for these books. The due date of this rental is 12/20/12. If these books are not received by that time, or replacement copies sent, the customer will be charged the purchase price of these books.

 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 9327556, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I did make an error in the address but the return address provided by CBR was unaltered and should have been received. The package's location should be CBR's responsibility since I never received it in the first place. They have the capacity to track it, I am only able to view the package's tracking record. I called USPS after being told by CBR but when I did USPS had already sent them back to the company. Earlier this month when my refund was not made I called Fed Ex but because it was a smartpost the tracking number was only for the company and Fed Ex could not locate it. 

If USPS sent the package, Fed Ex can't track the package, and CBR can only put my order on "in their database" what more could I possibly do to ensure the package was received?

Regards,

****** *****

 


 

Business Response:

As previously stated, this error is the responsibility of the customer. The only tracking record for the shipment is the original tracking number previously referenced. College Book Renter’s property is lost due to the customer’s incorrect address. The customer is responsible for the replacement of these books.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 9327556, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

No, the return address was unaltered and should have been received. Though the address of the shipment was incorrect it makes no difference when "returning to sender." This company should be working harder to find the lost books with USPS instead of blaming their customers. It is CBR's responsibility to track and manage its packages. It should have been them in the first place to contact the city's post office to insure the safe delivery of the books and it should be them locating these books now. It is completely unreasonable for a simple customer to track and manage the package for a company such as College Book Renter when College Book Renter has the technology and the man power. Furthermore, this company should have a better system so simple errors like this do not become huge issues. I have made orders before online through other companies such as Amazon, and I have never seen a company so weak in it's ability to insure a package is delivered.

Regards,

****** *****

 


 

 

12/3/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I sold a text book to this company for $15.00, I received a check #***** printed on 9/25/2012 from their account number *********, I deposited it into my account on 10/19/2012 and their check bounced as the bank said their account is closed and I was also charged $10 for a fee from my bank for presenting a check from someone who bounced a check that I presented.

Desired Settlement: I would like to have my book returned to me that I sold to them, or I would like them to send me $15.00 for which their bounced check was for and the $10. fee that I was also charged from my bank for their bounced check for a total of $25.00 paid to me.

Business Response:

This customer did sell the book for $15.00. A check was issued to the customer on 9/25/12. Due to a recent company change, this bank account has been closed. We are sorry that this occurred and another check is being issued to the customer at this time. The check will be in the amount of $25.00 to include the fees charged to the customer. Again, we are very sorry for this situation.

9/28/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I started a order with the co and did not finish left items in my cart. I recieved and email stating I had items left in my cart to come back and use coupon code to get 10% off. I click on the link that says check out and it takes me back to the check out and I tried using the coupon code it said it was invalid so i clicked on the live chat and the operator tried to tell me there where stipulations to it. I told her no where does it say there are stiputlations and she was saying it should say but I kept pointing out to her that it did not. then she said that it would take me to a page that showed the stipulations I told her again it does not, it took me to check out. She would not honor the 10% discount tried to brush it off with a 5% discount code.

Desired Settlement: I would like the discount honored. Along with an apology.

Business Response:

Ms. ****** contacted us on 9/7/12 to inquire about a promotional email she received. The email displays one coupon code that is available if the order qualifies. When the email link is clicked, the customer is taken to a checkout page that gives all of the coupon details. The page accessed through the link is http://www.collegebookrenter.com/multiisbn.cfm .  The page looks like:

Give us your book list to save up to 10%.

Before you head back to school, be sure you get all the books you need from one company. Eliminate the stress of returning your textbook rentals to multiple companies at the end of the semester by renting all your books from CBR!

Rent four or more textbooks valued at $130 or more to receive 10% off. CBR Coupon Code - BND10

If you know the ISBN number of all of the books you need, simply enter them here, and we will return all of your results on one page.

*Unfortunately, we can't include new or used textbook purchases in a bundled price.

The customer claims that she was not directed to this page with the coupon details. Our marketing emails are tracked by a third party company who can assess the exact dates and times the emails are opened, when the links are clicked, and the pages that the links go to. The customer opened the email several times both on 9/7/12 and 9/8/12. The link that directed her to the page referenced above was also click both 9/7/12 and 9/8/12.

Through the chat conversation with the customer, it was determined that her order did not meet the qualifications for this coupon code. She was offered another discount code to use in its place. She refused this offer. There is no way to override the website if an order does not qualify for a discount. I have attached a copy of the chat conversation showing where another discount code, which was all the coupons available at the time, was offered.

9/10/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I rented 1 text book from this company and when i looked at my account I saw 2 charges of $35.29. I called them several times and they said that it would be taken care of and I have yet to see any changes. I returned the book the same day I received it because the software the book comes with was not in the book. I am supposed to get a refund for the book and the $35.29 for their mistake. they are avoiding trying to resolve my issue and i want a refund for both. if you send the book back because its damaged/wrong book/whatever you're supposed to get a full refund. They are a fraud and I need help getting my all of money back because its financial aid money for school. they are ripping people off.

Desired Settlement: To get my money back

Business Response:

This customer attempted to place an order on 8/23/12 for one book. She did not enter the correct CVV code (security code on her credit card) and her transaction was declined by our system. She corrected the code and attempted to place the order again two minutes later. This transaction was accepted. We, CollegeBookRenter, did not charge her twice for her order. Her bank held the funds for a pending transaction. Please see the attached credit card report for this customer. It clearly shows the first transaction attempted at 3:36pm on 8/23 authorized and captured $0.00. Her second attempt was processed and has an authorized and captured amount of $35.29. If the funds are still not released to her account, she will need to speak with her financial institution. We only charged her one time for this order.

There was no mistake made on this order. The customer rented ************** ******* ****** ********, and that is what was shipped.  We supply used textbooks and there is no guarantee that any supplemental material will be included. The following disclaimer is on our site, listed beside each book:

CollegeBookRenter.com does not guarantee that supplemental  material

 such as CDs, Access Codes, or Lab Manuals will accompany this book.

We do offer a return for refund policy where a customer can return the book within 20 days of the order date for a refund of the rental fee. This customer is eligible to do that and has been told that. A refund will only be issued once the book is received back into our inventory.  At this time we have not received the book back, so no refund has been issued.  When the book is received a refund in the amount of $29.30 will be issued. The original shipping charges are nonrefundable.

CollegeBookRenter is not a fraud and has done nothing to rip this customer off.

8/7/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I mailed in a book and an access code (unopened and unused) in the same package in January 2012. They were supposed to issue me a check for both of them. I only received a check for one of them and I called several times and left messages with this company. Nobody ever called me back. I called again recently and actually got a live person. She told me that they never received the access code at first. I told her they were in the same package rubberbanded together so that is impossible. She then told me that the they would have discarded the access code, which didn't make any sense because she had just told me that they never received it. She kept telling me that it was so long ago, like I was calling the company for the first time like I was crazy to call after all this time. I explained to her that I have been calling repeatedly for the last several months leaving messages and never got a return phone call. She then told me that I had talked to representatives when I called before, which isn't true, I had taken notes about each phone call I made. At this point, I asked her if they would either refund me the money or if they would send me my product back. She again said that they would have discarded it. She was completely unwilling to help me, extremely condescending, and rude. I could see that I wasn't going to get help from her so I told her I was going to file a complaint with the BBB and she said go right ahead condescendingly. How can this company steal from their customers and then hire people like this to degrade their customers when they call for assistance???

Desired Settlement: I would like for this company to pay me for the entire amount of what I sent them and apologize for their mistake and for being so rude.

Business Response: This customer created two orders on our website to sell books. The first order, created on 1/22/12, was 6089722 for the sale of 9780805395716, An Introduction to Chemistry for Biology Students. The price we agreed to pay this customer was $15.60. On 1/29/12, the customer created another sell order with an ID of 6429866. This order contained both the book listed on the original 6089722 order, and 9780321543257, Campbell Biology. The total price for the sale of these books was $22.10, $15.60 for the original book and $6.50 for the added book. Attached is the customer’s sell history from her online account. An Introduction to Chemistry for Biology Students is a 352 page book. Campbell Biology is a 1393 page book. There was never an order to purchase an access code. We do not buy access codes. The customer sent in An Introduction to Chemistry for Biology Students and was paid $15.60 for this portion of their order. We did not receive Campbell Biology, so the customer was not issued credit for that book. This has been explained to the customer several times.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ** *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

There was nothing that explained a response. It was a document that was unreadable and did not answer anything.

Regards,

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

 

 

Business Response: This has been explained very clearly to the customer, both over the phone and in the previous response.  The customer entered into a contract to sell two books to our company. They were ISBNs 9780805395716 and 9780321543257. These are books, not access codes. The customer states in this complaint that she sent in one book and one access code. We do not purchase access codes and never agreed to purchase one from this customer. She was paid for the book that we received. Since 9780321543257, a 1393 page book, was not received, payment was not issued.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to ********* ** *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution. Please respond here ONLY]

Regards,

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

 

 

8/7/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I rented a textbook from CBR and realized that my rental period was short by 4 days from the final of the class I was taking. I called CBR in order to get approval for a grace period and still was charged a late fee for my late return. I called the company explaining my situations and words were put into my mouth. Alleged statements on my behalf were made, statements that claimed I would return the textbook at a certain date when I explicitly never said such a thing. All my intentions were good and the person I spoke to on the phone knew the date of my final, therefore there was no way my textbook could be back at a certain date. This is an isolated incident. I have been a customer at CBR for almost three years and I have never returned a late textbook. The employees started telling me I had cursed at their coworkers and ultimately declined any services from me. All in all, they took my money when they shouldnt have.

Desired Settlement: For the extension fee to be reimbursed.

Business Response:

After reviewing this customer’s account, I do see where he contacted customer service on 7/2/12 and again on 7/3/12 to discuss his extension options. He was told at that time that a grace period of a couple days would be allowed. The account went into the collections department the day after the original due date and a late fee was charged at that time. It looks as though there was a miscommunication between the departments. The late fee that was charged on 7/30/12 in the amount of $14.50 will be refunded to this customer’s credit card on file.

Consumer Response:


I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. I appreciate the final efforts that were put into insuring customer satisfaction.

Regards,

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


 

8/7/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered a book from this company July 2011 and it was to be sent back to them by the 16th of December of the same year. Instead of contacting me right away to let me know that the shipping carrier had sent them the wrong book or to even inform me that they didn't receive their book, they waited more than five months to make me aware of this situation. They had originally contacted me by email prompting me to get in contact with them. When I did, I spoke with a representative that told me they had received the book and that it was a mix up because they had recently moved warehouses. College Book Renter then began to hound me about their book. I replied to one email asking them if they could send the book they had mistakenly received back to me. Instead, they donated the book and when I called back their excuse for donating it was that they couldn't figure out where the book went to, but I know for a fact they could have. The other company has stickers on their book to let you know where they came from. Not to mention, their boxes are VERY distinctive! I am pretty sure they are the only book company with a bright orange box. Also, one of the representatives I spoke with let me know that they try to send the books back out to the sender, which they did not try to do. This company gave me the run around from one rude person to the next. On my final go trying to get in contact with someone at this company that will help me, I got put through to someone in accounting. She pulled my account and from the start took a hostile tone with me, which ultimately caused me to take one with her, which clearly she didn't like. She threw their policy in my face about not having to return any book to me. She was down right rude and nasty and obviously didn't like it when it was thrown back to her. She tried to tell me they contacted me, but when I asked her to share with me the first contact date she couldn't do it. All she could say was, "they WOULD have contacted [me] in December." I scoured my email and did not see any attempts to inform me that they didn't get their book until May. When I asked about trying to get the book, they told me that because of the time frame there was nothing they could do about it, but they didn't give me much time to work with. Instead of doing their jobs and getting in contact with me to receive a book that they are clearly adamant about getting back, they chose to wait more than five whole months so that they can hound and harass me about this book. I am highly upset about how this situation was handled. I am a college student and can barely make ends meat without people like this interfering. I do not appreciate the attitudes, nor the harassment and stress that came along with these non-sympathetic people. I will no longer be doing business with them because this whole situation along with these people are just something that I do not need.

Desired Settlement: I would like for them to edit their policy along with compensation for the stress that they caused me. I would like for that compensation to be the $10 shipping fee they are trying to charge me for something that is beyond my control and that I was not aware of on their behalf.

Business Response:

This customer rented a copy of *************, Campbell Biology, on 7/25/2011. The due date for this rental was 12/16/2011. The customer returned a copy of *************, Culture and Values, Volume 1, in error. It is not the responsibility of the shipping carrier to package the books for the customer.  This is the responsibility of the renter.

This customer was contacted multiple times over the last eight months in an attempt to first correct the error, and then to try to collect for our outstanding book.  All attempts to contact the customer went unanswered and charges to collect for the book were declined by the credit card company.

Our policy on returning incorrect books is very clear. It states, “Please carefully check your return package and verify that the books you are returning to CBR match the books listed on your packing slip. Due to the volume of packages received, books shipped to CBR in error cannot be returned.”  This is found in the Terms of Use that the customer must agree to upon creating an account and it is listed on the pack slip that the customer uses to return any books.

The customer contacted us in May, five months after the original package was delivered to our warehouse.  We do try to return books received in error, but it is not possible in every case. If we are able to recover the incorrect book and return it to the customer, there is a $10.00 return shipping and processing fee. The exact copy of the book that the customer returned in error in December is long gone. In an enormous effort to help her, customer service located another copy of the book returned and offered to send her that book. She would still need to pay the return shipping. Again, this is above and beyond the necessary actions for this order, as we are in no way required to return this book to her.  Since May, she has been called repeatedly at the telephone number she provided, but there has been no answer. She replied to an email on 5/30/12 and stated she would like a copy of the book back. She was given her options at that time. There was no response to this until 7/16/12 when the customer called and stated she wanted the book returned, but would not pay any return shipping fees. Not only were we offering to give her one of our books, but she is not willing to pay the return shipping for her error. 

Since our book has not been returned, the customer is still responsible for the cost of the replacement of the book.  As of 7/23/12, this fee has not been paid and our book has not been returned.

7/17/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I rented college books from this website back in Jan on the 20th 2012 for my last school semester for the first time.......they shipped me two books.....i had to have the books returned by 05-29-2012 and i did just that.... i went on their website printed out the return label to ship items back ......i took the package to UPS .....had the UPS employee to tape the box in front on me and shipped them off.......i get a email showing they received the return and then a few weeks later i started receiving emails saying that they still had yet to receive one of the books titled Sociology Now......and i am 100% certain that i returned both books.....i immediately called customer service and spoke with a customer service agent who informed me that they would have the warehouse check the stock again for the book and that she would call me back once that had been done and that never happened....she never called me back .....i spoke with that rep on the 26th on the 28th i checked my account and see that they charged me for the book that i returned and there was another charge for 2.37 that was also on my account posted a week prior to the 99.08 purchase. The customer service department was closed for the weekend so i called Monday morning on July 1, 2012 and spoke with a supervisor about my concerns who was unhelpful and not willing to help me all....she just kept saying that the warehouse put notes in the computer that only one book was in the box and i am certain that i shipped both back and in the same box......for a company to have 45 complaints in one year tells you something about them and definitely not a good impression....wish i would have checked with the BBB before ordering from this company. all i want is money returned to my account . I returned the book and i refuse to be held liable for a book that is not in my possession.

Desired Settlement: a full refund for the book that the charged my account without my permission in the amount of 101.45

Business Response:

This customer rented two books in January with a due date of 5/29/12. One book was returned to our warehouse and checked in on 5/25/12. On this day, the receiving clerk noted the discrepancy between the customer’s pack slip and the contents of the package. The Sociology book was not in the box and no damage to the outside package was identified.  On 6/11/12, the customer was charged a late fee for non-return of the book.  When the book was still not returned by 6/27/12, the customer was charged the full purchase price. The customer was notified by email with return reminders on 5/14/12, 5/19/12, and 5/26/12. The customer was notified of the first late charge via email on 6/11/12. Return reminder emails were again sent for the Sociology book on 6/11/12, 6/16/12, 6/19/12, and 6/23/12. Each of these messages state that if the book is not returned then the purchase price for the book will be charged. The final charge for the sale of the book was made on 6/27/12 and the customer was again notified via email.

The customer first called in on Thursday, June 28th about the charge for the book.  She was told at that time that the book was not in the package, but in a good faith effort, we would have the warehouse look again and attempt to locate. This process can take several days to complete. The customer called back on Monday, July 2nd to check on the status. The warehouse was still looking into the issue, but was sure that this book was not in the package when it arrived on 5/25/12. This book was not located at our warehouse facility.

Since this book was not received, the customer is responsible for the purchase price of the book.

 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 9115849, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Regards,

****** *****


I returned both books to the company.....i passed the class there was no need for me to keep their book and for a company to say the heck with what the customer says after i have told them several times that i returned the book and they still charged me for it seems crazy to me. This has never happened to me before but I am sure that I will never use their company again in future. I am going to tell all my friends, classmates, co-workers and anywhere i can blast comments about this company to not shop there. If i would have seen their complaint record with the BBB before i ordered my books I would have never ordered from them. I returned both books and I don't know how many times I have to say it and its no way I am going to pay for a book I returned. The next step I'm going to make is contact the news channel and see if they can get this on television or their website especially after seeing 45 complaints from students in the last year doesn't look good for the company at all and I won't stop until the message gets out there and I receive a full refund for a book I returned.

7/16/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I know for a fact I returned my book and I am being charged late fees for it. Their taking money out of my bank account even though I have called and made them aware of my problem. I returned the book over a month before it was due. I know I returned it because I wouldn't have any need for it other wise. The lady kept me on hold to speak with a manager for a very long time. I felt that they didn't care rather the book was lost in the mail or not. They just want me to pay full price for a book that I sent back to them. They were not trying to fix my problem. The fact that now my bank is going to be in negative funds for this is going to have to make me pay a charge for the negative funds. This is ridiculous! Over a book I sent back. I have never been so disrespected in my life. I think since I am young they are doing this to me. I am hurt and I am disturbed. Then the lady tried and made it seem as if I didn't get the address to the place because its only on the return labels but you can clearly type the name of the place in google and it will show you the address.

Desired Settlement: If you were in this situation what would you want to happen? I think that as a college student being in debt is already a problem and to add to the debt of a college soon to be senior is very extreme.

Business Response:

This customer rented a book on 1/23/12 and that book was due to be returned by 6/1/12. The customer was emailed return reminder notices on 5/17/12, 5/25/12, and 5/29/12. When the book was not returned, she was charged a late fee of $9.52. This charge did not occur until 6/12/12, which allowed the customer an additional 12 day grace period. 

She called into customer service on 6/12/12 to inquire about the charge. At the time of the call, the customer had not generated the prepaid UPS return label from her account for the return. She claimed that she returned the book in its original package around 5/10/12, but provided no explanation about how the return postage was paid since the prepaid label was not used.  Also on 6/12/12, the customer generated her return label (even though she stated she returned the book a month prior). The tracking for this package via UPS is ******************. Please see attached tracking details provided by UPS. This shows that the package was not taken to UPS until 4:37 pm on 6/14/12 and it was delivered to our warehouse 6/18/12. It was successfully processed and checked into the customer’s account on 6/19/12.

It is not clear how the customer had the book to return on 6/14, two days after this claim was filed, where she states, “I know for a fact I returned my book and I am being charged late fees for it.” Since this book was shipped back well after the due date, the late fee will not be refunded.

6/19/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On May 17, 2012 I ordered my Trigonometry book that I thought I would be using for the summer. The card that I used to order my book was no longer valid, since I had switch bank accounts. Once I found out that I no longer needed the book since I wasn't taking the class any longer, I returned the book and was supposed to be issued a refund. I realized that the bank card that was used was closed out, so I proceed to contact CBR to advise that I no longer was associated with that bank and if it was possible I could provide updated bank information to receive my refund. I spoke with a representative who told me that they would send the refund to my card. I told her that the transaction would reject because I no longer had the account. She transferred me to ***** who was in Accounting who told me that I had to handle it with the bank. The rep then advised that it was something I had to handle with my bank to see if they could handle the problem. I contacted my bank and spoke to ******* who advised that the transaction would reject because the account is closed. She agreed to conference CBR to advise them of this information. I called back and asked for ***** who transferred me to ****. **** started questioning me why would I cancel my account when I had a book to return. I advised that wasn't any of her business and that it was unethical for her to question me about my previous bank. I closed my bank before I knew that I was returning the book. **** told me that this issue is handled with my bank and there is nothing that she can do. I asked if it was possible for them to send a check instead, she told me no. I then asked for **** to speak with ******* (bank) who was also on the line to get the matter situated. She said "I'm not speaking to the bank because this isn't my problem" I asked to speak with a supervisor, ****** who was the worst. ****** spoke with ******* and started asking her questions to see if she was a legitimate bank. A number that she wanted, ******* didn't have so ****** said that she wouldn't do anything. She said if they could provide the information that they would credit as a CBR credit, but wouldn't necessarily give my money back. I told ****** that I no longer needed the company because I wasn't renting textbooks, since I'm not taking classes. ****** eventually hung up in my face because this wasn't her issue anymore. This company disgusts me

Desired Settlement: I am requesting my refund of the money that I gave to the company for my book. There should be other accomodations for issues like this, like issuing a check. I spent over 40 minutes on the phone with CBR just to get hanged up on. I wasted a lot of time and energy to get my refund back and this could've been easily resolved instead of getting the run around and not trying to assist. Hanging up in a customer face is very unethical and disgraceful.

Business Response:

This customer rented a textbook on 5/17/12 and returned it for a refund on 6/8/12. A refund was processed 6/11/12 to the credit card used at the time of the initial transaction, and the return payment was accepted by that financial institution.  When this customer created her account, she agreed to our terms and conditions which state that once an order is placed, the customer agrees to refrain from cancelling the credit card used for the duration of the rental term.  Ms. ****** did not comply with this.

When Ms. ****** contacted our accounting department, she was given two options. The first would be to process the refund to the original card. Her bank would then issue her the payment or would reject the transaction. If the transaction was rejected, we would be able to verify that the card was indeed no longer active and issue payment in another form. The second option was to give the customer CBR credit, which is our company’s equivalent of store credit.

Neither of these solutions was satisfactory to Ms. ****** and she began screaming at the accounting representative. She was asked four times to stop yelling or the call would be ended.  After the fourth request for her to stop was unsuccessful, the call was ended.

The customer wanted a check mailed to her instead of receiving a refund in the same form payment as the initial purchase.  This is not allowed and is mainly for the protection of our customers. We have no way to verify with all certainty who is calling and requesting this change. Therefore, we only allow refunds to be credited to the original card used or in the form of store credit. This is the same policy most major retail and online companies follow.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 9074517, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

 The terms and conditions were not listed as that, they just changed them based on this issue.  It is very inconvenient for me,  the customer to be given a store credit when I have absolutely no use for the company. EACH and every representative I spoke to was rude, hence why I was  speaking in that manner over the phone. Again, I am requesting my CHECK since I gave the company my money, it is only right that I receive my money back.  Even though it is a small amount, the principle still remains. Also, not a lot of companies use the method of "store credit." It is ethical for the company to provide the customer their money and if not the business morals are shady just like this company. I even reached out to the Vice President of the company and left a message for her to return my call to assist with this matter. I NEVER received that phone call back -- lack of business morals and ethics. If the Vice President lacks customer values, then it is definite that the employees beneath her will lack values as well. I am very disappointed with this company and loathe the time that i even took to make this purchase. This has taken a lot of my personal and work time. I've verified everything that needed be to receive my refund. Funny how no one verify anything when making the purchase..simply hassle free, but when it is time for me to receive what is owed to me, it becomes a problem.  Again, I would need my money provided to me in a timely manner.

Regards,

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

 

6/15/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Order 2 books from the company and the 1srt book receieved was brand new and the 2nd book received was in mint condition (wrinkle pages, pages stuck together, multiple signs of water damages). Company or associate shows no sympathy to the customer and long delays in response to customer care. They trick or scam customers that order more that one book at a time by sending 1st book is best conidition and the other in not the best condition, knowing customers will not know to return book if in bad shape so charge customer full price when returning. I understand that their policy, however I trusted their judgement in sending the books was in good condition and the book I rented was never used was still in packaging since class was canceled, and I was unable to return in during the grace period for a full refund prior to due date. The associate that I was in communication with through e-mail showed no sympathy or professonalism through e-mail.

Desired Settlement: I would like a refund for the fee I was charged for damaged books.

Business Response:

This complaint has been settled. The customer has contacted the collections department several times and the customer now understands why the charges were made. Please see attached email correspondence.

6/12/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I sold five books to collegebookrenter.com on January 8, 2012, and processed three books in one order, and two books in another. Since I was away at school my mother sent all five books with proper paperwork in one box which was shipped a week later. For the first order I was compensated $120, which was delivered to me about a month and a half later. For the second order I was promised $76, which has yet to be delivered as of May 7, 2012. I have called the business since February about it to no avail. The business is saying that they have never received the books and they can do nothing, but I know for a fact that they have them because all five books I sold were sent in one box, and I was already compensated for the first order (sent in the same box as the second order). I am a 19 year old in college, and I worked all last summer to be able to afford those books, and I feel that I should be compensated for the books I paid for and sold to them.

Desired Settlement: An apology and my money.

Business Response: This issue has been resolved. The missing books were located and payment issued on 5/15/12.

5/25/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I returned the books I ordered in the same condition I received them. ... Not according to them We have received your returned rental(s) from order #*******. During our inspection, we found that the following textbook(s) do not meet CBR's quality standards and will have to be pulled from our inventory. As a result, you have been charged a damage fee of $60.00

Desired Settlement: Refund the amount that has been unjustly charged

Business Response:

This customer rented three books from our company on 1/9/12. All three books were returned to our facility on 4/11/12. During the inspection process, one book was deemed no longer usable due to excessive damage and the customer was charged accordingly.  The customer called into the collections office to dispute the damage charges. At that time, he claimed the book was damaged when it was received, but he had not reported the damage upon arrival. He stated that he had taken pictures to document the damage. The agent asked that he send those pictures and she would make an exception to the damage not being reported at the time of the rental. He refused to send them.  The damage charges were issued because the book was shipped back in a severely damaged condition and the book is now worthless.

Consumer Response:


 The book was returned in the same condition received.  The book is 100% usable.  This is a just a quick way for a illegitimate business to thieve 60 more dollars. I have read many reviews and complaints and this wouldn't be the first time this company has lied.

Attached is a picture of the book

Business Response:

The customer contacted our accounting department again on 4/27 with the pictures he had and a refund was issued on that day. We received an email form the customer on 4/30 stating that he was withdrawing the original BBB complaint.

5/14/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I had placed an order with CBR back on August 22. When I placed the order, my roommate gave the wrong unit number for our new apartment. When I called their customer service department the next day I was told there was nothing they could do since the order had already been placed. I would have to wait to get the tracking numbers and called USPS, UPS, or whoever would be delivering the books and tell them the issue. For one of the books (a Human Anatomy textbook) I got a tracking number for it after it had been returned to sender. So I called CBR to see what I could do. They told me to wait a few days until it made it back to the sender, I would get a refund, and then I could reorder the book. So I waited for over a week and nothing happened. I called numerous times, as their records indicate, and was continuously told that it was still in route or that the third party had yet to report that they had received it. Now they are telling me that since they never received the book back I will be charged the full value of the book, which is over twice what I paid for it, which was roughly $70. However, when I called the post office, they said that it got back to the town it was shipped from. Since the package did not require a signature they can’t say 100% that it got from the post office to the warehouse, but that’s as far as their systems can track it. CBR continues to say that there is nothing more they can do and I’m still responsible for the book. I had gone out to a different rental site and paid for the same book since it was already two and a half weeks into the semester and I was still without the book. This put me out another $70. Today I was charged the full value of the book, so on top of the original $70 I paid I was also charged $236.45. This totals more than the book is worth. According to the McGraw Hill website, the textbook’s retail price is $252.39. I find what CBR is charging me to be completely unfair since I did everything in my power to rectify this situation from the start.

Desired Settlement: To receive a refund for the book I never received would be the ideal scenario. However, at this point I am even willing to take the $70 loss.

Business Response:

This customer did place an order for three books on 8/22/11. On 8/23/11, she contacted customer service because the street address provided at the time of the order, **** ** ****** *** ***, was incorrect. The correct address was **** ** ****** *** Unit D3.  By the time the customer called, the order was processed and could not be changed. Two of the books were able to be rerouted to the correct address, but the now missing book was not. It was deemed undeliverable by the post office.  The tracking for this package is **********************. Nothing in the tracking shows that the book was returned to the sender or that it was ever delivered back to the shipper. Please see attached shipping information.  Ms. ******* was notified on multiple occasions that she would be responsible for the book if it were not located. She was also told that a refund for the rental would be issued only when the book was returned. To date, the book has not been received. At the time the order was placed the customer agreed to the following Terms of Use:

Product Returned as Undeliverable
If an item(s) rented through CBR is returned as undeliverable due to an incorrect address, the customer's account will be refunded for this portion of the order, less the initial shipping charges. If the item(s) is successfully delivered to the incorrect address or is lost during this process and is not received by CBR, the customer will be charged the full purchase price of the item(s).

 

We are sorry that the book has not arrived, as we do not wish to have to charge her for the book, but it has not been returned to our warehouse.

5/7/2012 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I rented a Campbell Biology textbook from College Book Renter on 1/11/2012 for $57.08 (order #*******). I had selected the premium shipping option for a 3-5 day delivery and quality assurance that my package would be delivered in satisfactory condition. The package was shipped through FedEx on 1/12/2012, however, the shipping address on the package had the incorrect city and state. The book was delivered to the *********, PA post office facility on Jan 18, 2012. Because of the incorrect address, the package was immediately returned to the sender that same day. After not receiving my package, I called the company to note the problem (1/31/2012). I spoke with a representative named ******* who assured me that the company would cancel the payment for premium shipping and send the book to me at my school address as soon as it was returned. According to the tracking information, the package was shipped via FedEx and arrived at a local post office in *******, TN on 1/21/2012 where its status was declared as "in transit." On 2/27/2012, the activity of the package was declared "unknown." After nearly two months of waiting for my shipment, I followed up again with the company to cancel my order. I was displeased with their services and their customer service approaches. I had already finished a quarter of my semester, and it was a waste of money to have the book shipped at that point. I spoke with ***** on the phone (3/13/2012) and she told me I did not have the ability to cancel my order because the book was not yet received. She also told me that I would be responsible for sending another copy of the textbook (approximately $150) to the company if my shipment was not received, even though I had never been in possession of the original textbook from my order. Although I selected the premium shipping option, the company put no insurance on the book, and therefore claimed me "liable" for this lost package that I had never seen. I called the FedEx company and spoke with a representative named ****, who told me that it was necessary to contact the United States Postal Service. I followed through and spoke to a representative named *** from the *********, PA USPS branch. I filed a documented case claim on the package (case #***********), but was unsure about its validity since the company claimed that the package was not insured. She advised me to file a complaint with the Better Business Bureau. I am very displeased with the services provided by College Book Renter, especially the handling by customer service representatives from the company. I hope this file will help to resolve all of problems that this company has presented.

Desired Settlement: There is no reason that I should be fined or deemed responsible for a package that was never in my possession. If the return address was correctly printed on the package, there is no excuse that it should not have been sufficiently returned to the sender. I want a full refund of my purchase (a total of $57.08). I also should not be liable for submitting a replacement textbook for a mistake that was not in my control. I want the entire order canceled and for the business to take responsibility for their mistake.

Business Response:

Ms. ******** rented a book from our company on 1/11/12. The address she provided for the shipment of this order is:

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

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

The book was shipped to ********** PA because that is the address the customer gave. It was shipped via FedEx Smartpost on 1/12/12 with tracking ********************. She called and left a message with our company on 1/29/12 stating she had not received her book. We called her back the morning of the 30th to verify her shipping information and had to leave a message. She returned that call on 1/31/12 and did speak with *******. Ms. ******** informed us at that time that the wrong address was entered on her account. The correct city and zip code should have been State College, PA 16801. She was told during that call that IF the book was returned to our facility, we would refund the cost of the rental, but not the shipping fees. Shipping charges are never refundable. Ms. ******** stated that she still needed the book and she was instructed to place a new order with the correct shipping address. We do not reship any books returned due to invalid addresses, but do refund the rental cost when/if they are returned.  As of today, 4/26/12, the book has not been returned to our facility. The customer is responsible for this book and its return to our facility, as stated in our Terms of Use that the customer agreed to upon creating an account with our company. It states:

Terms of Use for CBR

Product Returned as Undeliverable
If an item(s) rented through CBR is returned as undeliverable due to an incorrect address, the customer's account will be refunded for this portion of the order, less the initial shipping charges. If the item(s) is successfully delivered to the incorrect address or is lost during this process and is not received by CBR, the customer will be charged the full purchase price of the item(s).

5/4/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: This company basically gains profit from poor college students when they have the opportunity to. I say this because I received a book from a 3rd party,and I received it in a bad condition to begin with,and because I didn''t notify them, I WAS CHARGED $127.81. That is totally not fair. Why would this company even send out a book to someone if it was already partially damaged to begin with? I don't even think they have on file what condition the books are in before they send them out. Because that''s just a loophole to gain profit off of poor college students. I am NOT pleased with the way that this company decided to handle this matter,nor am I pleased with ****** the representative from the damaged dept. She was not sympathetic to my issue,and she was very rude. I will no longer conduct business with them because I truly feel that they are out to take money from students who already have a hard time in college. I am very frustrated that I was held accountable.

Desired Settlement: I was the one charged $127.81

Business Response:

This customer returned the book at the end of the rental term in damaged condition. The customer has contacted the collections department on several occasions to dispute this charge. She claims the book was received in damaged condition, but it was not reported until after the charges were made. The customer then called her bank and told them that her credit card had been fraudulently charged. They contacted us and learned that the charges were completely legitimate and would not reverse them.  The collections department tried several times to speak with Ms. ********, but each interaction with this customer ended with the call being disconnected because of the foul and abusive language the customer was using.

4/30/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The company advertises a textbook buy-back program where they will provide merchandise credit or cash to buy back old textbooks. I decided to take advantage of the program and requested a mailing label to send my textbook back to the company. On 3/5/12 I mailed my textbook to the company through the US Postal Service. After checking in with this company multiple times over the next several weeks, they were not able to tell me whether they have received my textbook and proceeded to tell me that they receive "over 5,000 books a day" and that it may take a while to get to mine. My last e-mail was on 4/2/12 where I requested a resolution to this issue. The response I received was that there was nothing they could do, but that they would provide me with a receipt to take to the post office to take it up with them. I never received a receipt from this company.

Desired Settlement: I would like to receive store credit so that I can rent my next textbook through them.

Business Response:

The receipt for this sellback was emailed to the customer on 4/2/12 and again on 4/9/12. The book has since been located at the post office and payment has been processed. Mr. ****** should now see this credit applied to his online account.

4/2/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I rented 2 books from college book renter. There policy states that they pay for books to be returned all you have to do is print off the label and ship it through ***. I printed off the label which they have record of and then I shipped through *** as instructed. On March 16 my checking account was debited $282.51, without my permission for books that they said were not returned to them. I called the company on Friday at 4:30pm eastern time, and told a representative the problem. She took my number and said she would get back to me and never did. I called again on Monday the 19 at 12:08pm eastern time and I was told the the tracking number wasn't scanned. I don't think that I should be responsible for their selected middle man company losing my package during shipping. Also, the lady whom I talked to on Monday said that this same situation has happened many times. And I now see that they have had several shipping issues in tha past that are all on a review website.

Desired Settlement: 282.51

Business Response:

This customer did rent two books from our company on 8/26/11. Both books were due on 12/20/11. The customer did generate her prepaid *** return label from our website on 12/14/11. These books have not been scanned with *** and *** has no record of ever receiving the package. The return tracking number on the label the customer generated is ******************. When the books were not returned after the due date, the customer was charged a late fee of $29.99. This late fee changed the due date of the books to 1/26/12. The books were still not returned at this time, and the books were sold to the customer on 3/16/12.  The sale price charged was $282.51. When the customer first called in on 3/16/12, she stated that she printed the label and took the books to the parcel service listed on the label.  She was then transferred to the accounting department, who made the charges, and she told that representative that she printed the label and then sent the package with her mother to give to a *** pickup person at her place of employment. She was told at that time that we would do some research with *** and would call her back. The accounting department tried to reach Ms. ******* on the morning of 3/19/12, but did not get an answer.  She did call back in on the afternoon of the 19th to see what had been found. After contacting *** and making a check with our warehouse, neither could locate the books nor have any evidence that the package was shipped.  When *** picks up a package, they scan the package into their system. The tracking label that we provided to the customer has not been scanned to this day. Unfortunately, there is no evidence that supports that the books were returned to our facility.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 8963447, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Regards,

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

 

_____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

With All Due Respect,I do not agree with this response. First of all, I was unaware that College Book Renter took money out of my account on another occasion or I would have reported that too. I don't understand why this company thinks it is okay to just take money out of people's account without warning them, or even trying to get in touch with the customer before doing so. Regardless of the situation, I NEVER got a call from College Book Renter the morning of March 19th. The only call that I got from them on this day was a call back after I had called them because my phone call had dropped. I did call right back therefore I do have a message from some guy that works there.             I am very upset with this company because they are just trying to do and say this that will cover their butt. I know for a fact that those books were received by a worker of ***, and not only that College Book Renter has record that I printed off the label on December 14th. Why would I have printed off the label, if I had no intent on shipping the books back? Whether or not the package got scanned is beyond me, but I don’t think that it is fair that this company took $282.51 from me, not only without my permission or without trying to resolve the problem, because the error is clearly with ***.             The ending statement was that there is no evidence that the books were returned, but there is no evidence that I didn't send the books back either, so why should what this company said be right and what the customer says be wrong. I read reviews on this company once this happened, and this type of problem with shipping did not only happen to me, but it happened to other people as well, so clearly this is a problem. Also, I had spoken to a lady representing College Book Renter and she assured me that this problem has happened in the past.            But I am not about to sit here and just down talk this company, I just wish that I would get my money back from this company, and once I return this Geology book back. I WILL NEVER EVER EVER DO BUSINESS WITH THIS COMPANY EVER AGAIN! And if I would have known this earlier they would have never got my business a second time. 

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

Business Response:

In the follow up to the original complaint, the customer states that she was unaware that a late fee was charged. The customer was sent an email detailing the first late charge on 1/16/12 at 8:01 AM to the email address provided,*********************.  This email was opened, as we received a read receipt back for this email on 1/16/12 at 9:37 AM.  Please see attached copy of recent email activity for this account as well as the content of that email describing when additional charges would be made.

When a customer creates an account they must agree to the terms of use before they can proceed.  This is the Late Fee policy the customer agreed to:

Late Fees
If your textbook(s) is not returned or in transit to our warehouse with the tracking provided by our prepaid *** Return Label from your account by the last day of your rental period, then your rental is considered overdue. Your debit or credit card will be charged a late extension fee the first day after the due date.

If your textbook(s) is not returned and/or the prepaid *** Return Label has not been used by the 15th day after the rental's due date, then your credit card will be charged the purchase price of the textbook(s), minus the extension fee. Due to the volume of books we ship and receive, if you ship your book back to us after you are charged the purchase price, we will be unable to return it to you.

You will be notified via email of any late charges.

As a condition of your rental agreement, you hereby grant CBR the right to assess late and damage fees and charge them to the credit card on file for the account.

* In the event that any charges against the customer's credit card are declined for any reason, CBR reserves the right to initiate criminal charges.

 

Again, the label we provided has not been shipped via ***. Please see attached tracking information provided by ***.  What this shows is that a label has been created, but it has not been received by ***.  This is the evidence that the books have not been returned.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 8963447, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Regards,

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

 


 

 I still am not in agreement with this. Regardless, of if the email was listed as read or not. I flick through emails all the time like that. That does not necessarily mean I read it. Is that my fault, absolutely, that is why that isn't the situation at hand. The fact that the package was not scanned is not evidence, nor is it my fault. I don't work for ***. I don't know any of their protocol. All I know is that instructions were to me that I had to print off the label and ship it through ***, which I did. So again why is it my fault that your middle man must not have done their job. This company is quick to try to pull up things, but you are going all the way around this question: WHY IS IT THAT I AM RESPONSIBLE FOR DOING AS INSTRUCTED? If you can prove to me that the package was not handed to a *** representative at **** ****** **** *********** **** *****, then I will just accept the money as a lost. All you keep saying is that I didn't do something and you have absolutely no proof that I didn't do this. I am getting just as frustrated as everyone else with this company, and as I said before once this GEOLOGY book is returned the same way that the other package should have been returned I will no longer use this company, and I am also writing reviews, and letting everyone know that this company is full of scams.  

********* *******  

3/30/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On Dec. 10, 2011, I requested a buyback quote for a book through College Book Renter's online service. I then proceeded to ship out my book the following Monday, Dec. 12, 2011. As of now, it is March 15, 2012, and I have yet to receive payment for the book. I began e-mailing CBR around mid-February to ask about the status of payment for my book, being that I also shipped out books to ecampus.com and TextbooksRus a couple weeks after, but have already received payment from them for my books. CBR just wrote back to say that the book has not been received yet and that they are receiving thousands of books daily. Fair enough. But then end of February, I e-mail again, and receive the same response. Now it's mid-March, and I e-mailed them yet again, asking for an estimate of how long the process usually takes them. 3 months, I think, is really excessive, but as long as I get a time estimate of how long it usually takes, then at least I have an idea of how long I need to be waiting for my payment. So I sent an e-mail asking for either payment for my book (which is only $7.80), or an estimate as to when I should expect payment. I did not receive an estimate, but just the same response I've been getting, that my book has not been received yet, and that CBR receives thousands of books daily. That doesn't really tell me how long the process usually takes.

Desired Settlement: I want either my $7.80, or my book returned. At this rate, it'll probably take them another year before they'll finish processing the "thousands of books they receive daily," so it may just be quicker to pay me what is owed to me.

Business Response:

We are very sorry for the delay in the receipt of this book into the system. Apparently there was a computer error stopping the payment of this order even though the book was received.  A new sellback, 9909049, has been created and payment issued. The new sellback price for the book is $10.00. This has been transmitted to PayPal under transaction ** ******************

Consumer Response:

I have reviewed the response made by the business in reference to complaint ID 8959723, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

****** ***

 


 

 

3/21/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 02/24/2012 I ordered a book through this service. Less than a minute after I hit submit, I realized that I had ordered the same book twice. I called the company immediately, and spoke with a *******. She informed me to let the book ship out, and call them back when I got it to return, and my fee's would be returned to me. On 03/02/2012 I realized that I still had not received the book. Collegebookrenter.com said that it was still processing, and had not shipped yet. I decided to chat with a Representative named *****, and she stated that it had indeed shipped, and had been delivered. I informed her that I had not gotten it. She told me that it was my problem, since it says delivered. I inquired about the return of my shipping fees, since I had given them plenty of notice before it initially shipped. She said they would not be refunded. I asked for a manager to call me. A woman named **** called me, and was extremely rude and unhelpful. This company is nothing but crooks.

Desired Settlement: I would like a refund for the ENTIRE amount, including shipping, to my Mastercard.

Business Response:

This customer placed order 8718813 on 2/22/12 for AMERICA AND ITS PEOPLES: A MOSAIC IN THE MAKING. Then on 2/24/12 the customer placed order ******* for the same book. He did call our company on 2/24/12 in an effort to cancel the order. As stated on our website, once an order is finalized, it cannot be cancelled or changed. We do make every effort to honor these requests  when asked to do so, but there are times when it is not possible. This order was one of those cases. As soon as this order was placed, it was assigned to a partner warehouse for shipment. Once this assignment has been made, the shipment cannot be stopped.  The customer service representative that he spoke with stated that the book would be shipping and that it could be returned within 15 days (by 3/12/12) for a refund of the rental charge. The shipping charges are nonrefundable.  She also sent the customer an email detailing the return process that also states return shipping in nonrefundable.  The first book was shipped via UPS with tracking ****************** and was delivered 2/27/12. The second order was shipped via UPS with tracking ****************** and was delivered 2/28/12.  The customer spoke via chat with customer service on 3/2/12. Attached is a copy of that conversation.  The customer service representative was courteous and professional throughout the conversation.  The lead then called the customer, per his request, to try to explain the situation further.  The customer yelled and used inappropriate language with the phone representative continuously throughout this call. At this time, one copy of the book can be returned by 3/12/12 for a refund of the rental price. The amount of this refund will be $31.59. The customer can print the free, UPS return label from the online account, as described in the email he received, for the return of the book.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 8940529, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Regards,

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

 


 

 This is a terrible customer service issue.  When I spoke with a representative on 02/24/2012 she informed me that the ENTIRE amount would be refunded. I'd also like the recording of the call pulled where I "yelled and used inappropriate language."  That is a bold-faced lie, and I will not tolerate slanderous comments from a company that supposedly cares about its customers. 

Business Response:

The phone representative told the customer that the entire rental fee and any applicable taxes would be refund, but not the shipping charges. These charges are nonrefundable for returns. She stated exactly what she provided in the email to the customer on the same day. The copy of the email is attached.

We do care for each of our customers and strive to give them the best possible experience with our company.  There have been no slanderous comments made, only a truthful account of the communication between the customer and the customer service department.  

As stated in the previous message, the customer had until 3/12/12 to return the book for a refund of the rental charge. This book was shipped via UPS on 3/12/12 by the customer and is in the process of being refunded now.  The refund is in the amount of $31.59.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 8940529, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Regards,

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

 


 

 I still am not being given what was told to me. This is unacceptable business practices. 

3/15/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I had ordered an Economics book and when I tried to return it they told me they didn't have the book on file and they didn't see that I had rented anything. I called and asked them to make notes on my account that I was trying to return the book and if they figured it out to please let me know so that I could return it. Several months later I received a charge for $88.35, when I called to ask what the charge was for they told me it was for some Spanish book (which I never ordered) and that they couldn't remove the charge. I let them know that maybe it was for the Econ book and they still didn't have it on record. Finally someone called me back and said that they had made an error and charged me for the incorrect book. I let them know I was filing a complaint since this is not the first time this had happened, I will NEVER rent from them again!!!

Desired Settlement: I want my full reimbursement and I want to return the book I had originally rented.

Business Response:

This situation was handled before this complaint was submitted. The customer has been contacted several times by the collections department. The last contact was followed with the following email on 2/28/12:

 

 Dear *******,

 

 Please accept my sincere apologies for the inconvenience you have experienced in respect to the    charges on your account.

 At Collegebookrenter.com, we take pride in ensuring our customer’s satisfaction. Per our conversation, I am refunding the late extension fee and the late sale charges, for a total of $95.95. Please allow 3-5 business days for this transaction to post to your credit card.

We deeply value your relationship with Collegebookrenter.com and are committed to providing you with the highest level of service simply because our customers deserve the very best. If you have any further questions or comments regarding this matter, please feel free to contact me.

 

Sincerely,

****** *

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

 

This situation has not occurred in the past. The customer rented and received the correct book, but the title of the book was mistakenly changed in our system. The customer called in December and inquired about returning a book. She did not provide an order number, just a book title. When this book was not located on the customer’s account, she was told there was nothing by this title to return, which was incorrect.  When the book listed on the order was not returned, it was sent to collections and charges were made. The customer contacted the collections department, the error was identified, and the account was promptly refunded.

We are sorry that this error occurred and the customer’s account has been refunded in the amount of $95.95.

3/14/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Ordered a book and had to wait a VERY long time for it to arrive. Several calls were made to find out where the book was at and why I hadn't received it. I had to email my instructor several times to get extensions. After book was received, the company continued to SPAM my email address with services and offers. I never received an email stating that the book was do and they charged my account for the book. No notice that they were going to do it, just charged it. I immediately contacted them to dispute this because it was without warning and told them about me not receiving the book on time. I was very nice to the lady and she kept side-stepping the answers saying they were in their "agreement" and "policy". I'm sure the policy does not say that the books will not arrive on time, we will spam you, then just charge your account without warning. I stated that if an amicable agreement could not be made, I would have to let other consumers know of their unethical activity, and that is why I am writing this. I have had great dealings with other companies who rent books, but this one, is just trying to get your money and not consumer friendly.

Desired Settlement: Full refund rather than partial.

Business Response:

This customer placed an order for a book on 9/4/11. With the ship method selected, the customer should have received the book on 9/9/11. Due to an error, the book was shipped via UPS ground delivery and was delivered on 9/14/11. The customer was refunded a portion of the shipping charges for this book arriving 5 days later than the scheduled delivery.

At the time the order was placed, the customer was given a due date of 12/20/11. The book was not returned, and he was granted a grace period of 30 days before the first late fee was charged. This late fee extended the due date of the book an additional 15 days after the charge, making the book due back by 2/4/12 before additional charges would be made.  The book was still not returned, and on 2/23/12 the book was sold to the customer. This policy can be found on our Terms and Conditions page of the website and must be agreed to by the customer at the time the account is created.  In total, the customer was allowed almost two months past the original due date before the sale of the book was charged.

There have been absolutely no unethical acts, as the customer claims. He was given ample opportunity to return the book before the last charge on 2/23/12. The customer has recently returned this book and it was received into our warehouse on 3/1/12. The customer was refunded for the late sale minus a delinquency and collection fee on 3/2/12. This refund was in the amount of $43.15. This book arrived back into our inventory more than 70 days after the original due date (over half of the original rental term).  These fees are non refundable.  

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 8934242, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

As said before, unethical. Period. Apparently this is their business model. I have read reviews pertaining to this company since my issue and now understand that I am among many with similar problems. Repeated spam and sales pitches but only a single email notifying me my account was debited for a late fee. Un. Ethical. Keep the money, I get much more satisfaction knowing I will impact your sales and bottom line that a few bucks can't produce. And I will continue to voice my displeasure on message and review boards. They had the opportunity to right a wrong and blew it. Cheers! Turds.

Regards,

****** ******** 

 


 

 

3/9/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My son used college book renter.com for his college books. The first issue we had was that the books were not received in a timely manner in that a duplicate book was sent and a required book was omitted. When my son was to return the rented books, he printed out the packing slip and return label and I personally drove him to the post office for the return to college book renter.com. It has now been 2 1/2 months, several emails and phone calls and he has yet to receive a refund for the books he sent back. CBR is stating that they never received the books. I just got off the phone with a supervisor named *****. I told her that the package was physically brought to the post office by my son (I drove hime there so I can confirm this) She informed me that we would have to file a claim with the post office. She also stated that we could have paid extra shipping to send the books back via UPS to be sure they arrived. We followed the return instructions on the website/label. Nowhere did it state this in the return instructions. I called the post office and they told me that there is no way to track the package because there is no bar code on the label. The refund due for the books returned is approximately $75.00.

Desired Settlement: I would like a refund for the amount of the books returned. They were physically dropped at our local post office and could not have disappeared.

Business Response:

This customer placed an order for five books in August on 2011. All five of the books were delivered within the specified time frame that was selected when the order was placed. There was an extra book shipped to the customer. There was not an omission of one book from the order.  The customer returned ************* Macroeconomics and 1 copy (the duplicate) of 9************ The St. Martin’s Guide to Writing on 9/21/11.

There were still four books due at the end of the rental term:

************* The St. Martin’s Guide to Writing (original copy)

************* Why Nations Go To War

************* College Algebra

************* Insurgents, Raiders, and Bandits

The last three in this list were returned on 12/22/11 via UPS with tracking ******************. These books were dropped of at a UPS Store in Philadelphia, PA, just as they should have been, but were not taken to USPS.  This return label was created on 12/15/11 and delivered to the UPS Store on 12/17/11. These books were due 12/20/11. There is no refund for the return of books at the end of the rental term.

On 12/12/11, this customer created a sellback for three books. The books that are on the sellback order are:

************* Macroeconomics

************* The St. Martin’s Guide to Writing

************* The Little Brown Essential Handbook

Two of these three books were ordered from us on the original order. The second copy of The St. Martin’s Guide has not been received back. We already received the rented copy of Macroeconomics. We have not received a copy of The Little Brown Handbook from this customer.

I believe that the customer initially created a sellback for the books on 12/12/11. He then realized that these books had to be returned and could not be sold. On 12/15/11, he printed off the return shipping label and returned the books to us correctly. The only thing still outstanding on this order is the second copy of *************, The St. Martin’s Guide to Writing. This book has not arrived at our warehouse, but no charges have been made on the account that would require a refund.

3/8/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I sent in 5 textbooks, ISBN 0321654277 and expected to receive $52 for each textbook. The books were received and then I was sent $52 as payment, instead of $260 ($52 x 5 books). College Book Renter claimed initially that the books did not include the supplementary materials, which they said was a CD, although it says on their website that "CollegeBookRenter.com does not guarantee that supplemental material such as CDs, Access Codes, or Lab Manuals will accompany this book." After reading through their privacy policy and terms of use, it does not state anywhere that supplemental material is necessary. I then contacted them again on 2/27, which was when they informed me of a new barrier to them paying me the full quoted amount. I was told that the ISBN number of my books did not match the ISBN of the books that I had been quoted for. How strange, that they only noticed this ISBN error after I pointed out that supplementary material was not required to receive my payment. It seems to me that they are running a scam where you trade in books, and once they have them (they conveniently refuse to return books once they have been received) they revise your trade in amount significantly and you are forced to accept a small payment instead of what you were promised.

Desired Settlement: I would either like the rest of my payment ($208) or I want my books returned. I have offered to pay for return shipping myself but they refuse to send them back to me.

Business Response:

This customer created a sellback through our system for ISBN 0321654277, Mathematics for Elementary Teachers. This ISBN is for a package that includes an activity manual. What we received was ISBN 0321646940. This is just the book and is not packaged with the manual. We did not receive the books that were selected for the sellback. The customer was paid the current price for what was received.

The customer is quoting the rental terms where supplemental material is not guaranteed. The rental terms have nothing to do with the sellback guidelines. 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 8934223, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

The terms and conditions on the website regarding textbook buyback states that "Any item(s) purchased by CBR from a Seller through the website will be subject to an extensive inspection before payment will be issued. The inspection will be based on the item condition criteria that are listed on the "Sell Textbooks" portion of our site. Any received item(s) that fail to meet the criteria will be deemed "unusable" and no payment will be issued. CBR will not ship the damaged item(s) back to the Seller."
I have attached a picture of the "textbook conditions" that are used for the inspection. Nowhere does it state that supplementary materials are required in order to receive the quoted amount. 
According to all the information presented on the website, I meet the criteria for my full payment. It seems that College Book Renter is just unwilling to pay the full amount quoted. I have also attached an email which shows the amount I was quoted.

Regards,
****** ******  


 




Business Response:

Every attachment provided shows pricing and a contract for ISBN 0321654277. This is not what was received from the customer. The customer sent copies of ISBN 0321646940 in place of the ISBN that was listed on the sellback. Since the customer did not send what was agreed to, ISBN 0321654277, the payment was reduced to coincide with the price offered for this much less valuable book.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 8934223, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

That is untrue, I sent in the correct book. You just failed to honor your quoted price. Since it is obvious that you are going to continue with your story that I "sent in the wrong book", I request that you send me the textbooks back at my own expense. I am more than willing to pay for return shipping, given that I was expecting to get $260 for my books but instead was given $52. I would strongly prefer my books back in favor of 20% of what was quoted me.

Regards,

****** ****** 

 


 

 

Business Response: This complaint has been settled. The customer returned the payment sent for the books we received and paid for the return shipping of the books. They have been shipped and delivered by UPS with tracking ******************.

Consumer Response:

I have reviewed the response made by the business in reference to complaint ID 8934223, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

 ****** ******

 


 

 

3/7/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I rented a book entitled Human Behavior in the Social Environment and I could have owned the book for approximately $65.00 from them, but when they charged my credit card they charged me 98.93. When I called them to see if either they could charge me the the approximately $65.00 or extend my rental purchase they said no, you now own the book and they can not do that for me. Additionally, I have gotten e-mails from them notifying me when my rental term was coming due until this time when they charged my debit card. Last email they sent was at the beginning of February. I have now spent over $200. for a $100.00 book and now I can buy the book for 60. on Amazon.

Desired Settlement: I want to extend my rental purchase or pay the $65. minus my extensions.

Business Response:

This customer rented a book from our company on 8/28/11. The due date for this rental was 12/20/11. The customer did not return the book and was charged a late fee of $12.97 on 1/16/12. A 27 day grace period was allowed before this charge was placed. This late fee extended the rental due date 15 days. The new due date was 1/31/12.

On 1/28/12, the customer voluntarily chose to extend the rental for an additional 15 days, making the new due date 2/15/12. The customer had the option to extend this rental for as long as an additional semester or purchase the book at this time. When the book was still not returned, the customer was charged the full purchase price, as stated in our terms and conditions. This charge was issued on 2/29/12. There was an additional 14 day grace period given again before this charge was made.  The final charge of $98.93 on 2/29/12 sold the book to the customer. The fee includes the price of the book and the collections processing fees.  Once a book is sold, we no longer have the ability to extend the rental. In total, the customer has been charged $177.75 for this order. This includes:

Initial Rental with shipping- $52.88

Late Fee- $12.97

Voluntary Extension Fee- $12.97

Sale- $98.93

The book can be returned before 3/20/12 for a refund of $52.75. The refund amount is calculated from the sale price minus the mandatory delinquency fees.  Delinquency fees are based on the original rental price of the book. Since this book was not returned on time, it has not been available for our company to rent to another customer.  We have been very generous with the allowances given before both the late fee and the sale price were charged.  This account was allowed a total grace period of 41 days. That is 1/3 of the original rental term.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 8938569, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

The full price to buy the book was 64.00.  I was not charged 64.00, I was instead charged 98.93.  They were rude over the phone by making condescending comments, saying uh-uh over and over, restating comments continuously, they claimed they did not have a manager or owner of the company.  I was hung up on upon transferring my phone call to someone who could take my call.  This company owes me approximately $34.00.

Regards,

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

 


 

 

3/6/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I rented a book from them and sent the book back when they stated. They sent me a written letter with a prepaid label and instructions on how to send it back to them. I kept getting emails from them making it sound like they recieved the book and were now trying to sell it. I just got an email from them stating they "late charged" the book and have now charged me the rental fee, a $20 late fee and $167 for a whole new book because they haven't recieved it. I erased the emails because it has now been over 2 months since they said they recieved the book. I now have no proof of anything because they waited so long after saying they recieved it to tell me they actually haven't recieved it. They claim the only way they can look up the book is by a tracking number, but I didn't get one, or atleast didn't get a copy of it, with the label they sent me. So now I feel they have my book and because there may not have been a tracking number on it, they "can't" find it.

Desired Settlement: I understand I am partly in fault, but I also feel they are as well. I would be fine with them keeping the rental fee, $20 late fee and half of the $167, which I asked if we could do earlier, but they refused. But I don't feel it's fair to pay for a whole new book when I sent it to them.

Business Response:

This customer rented a book on 8/29/11. The book was due 12/20/11. To date, this book has not been returned. The customer claims that we sent a written letter with a return label. We do not send out return labels this way. Customers are to return our books using the prepaid UPS return label that they print from their online account, as described in the Return Policy section of our website.  The customer also claims that we  sent multiple emails that state we received the book. We never sent a message that this book was successfully returned. The only emails that have been sent are ones reminding the customer to return the book, one with details about the late fee, and then a message about the book being sold to the customer for no return.  The prepaid UPS return label from the account has not been generated by the customer and we have not received the book.  It appears that this book may have been sold to another company.  With the claim of receiving a label in the mail and an email that the book was received, it seems that this book was shipped to a different company, but it was not returned to CollegeBookRenter.com.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 8927371, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

This does not fix the problem. I tried to talk to them, like I said before, and if they aren't going to give my money back I'm going to have to live with it. But unless they do, I'm not going to accept it and they will have this complaint on their record. I don't know if it was the company, a third party company or someone in the warehouse is doing shady things, but I got a written letter from them with where I needed to send it and it's pretty convenient that College Book Renter waits until 2-3 months after the fact to ask for the book, when I've gotten rid of everything because it's been so long. If I'm late with anything else, they are calling me asking me where whatever it is, is within a few weeks at most. Not 2 months after when I can't defend myself. So no, I am not happy with what they are telling me.

Regards,

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


 

 

2/27/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: ON 9-4-11 I PURCHASED A BOOK FROM COLLEGEBOOKRENTER.COM THE BOOK WAS MARKETING BY ******* *****. EVERYTHING WAS GREAT. ALL OF SUDDEN IN FEBRUARY I GET AN EMAIL SAYING THAT THEY CHARGED MY ACCOUNT 25 DOLLARS FOR A LATE FEE. WHEN I CALLED THE REPS ARGUED WITH ME THAT I RENTED THE BOOK. I TOLD THEM TO LOOK ON THEIR SITE AGAIN BECAUSE I SHOW THAT I PURCHASED. THEY THEN PROCEEDED TO TELL ME THAT IT ALWAYS SAYS THAT WHEN YOUR LATE. ON FEBRUARY 9 CBR CHARGED MY ACCOUNT AGAIN THIS TIME FOR 195. WHEN I CALLED THEY BEGAN TO ARGUE WITH ME AGAIN SAYING THAT I DID NOT RETURN THE BOOK. I TOLD THEM AGAIN THAT THEIR OWN WEBSITE SAYS I PURCHASED IT. THIER NEW RESPONSE WAS THAT IT ALWAYS SAYS THAT IF THEY CHARGE YOU THE FULL PRICE OF THE BOOK. WHEN I ASKED WHY I GOT A DIFFERENT STORY LAST TIME I CALLED THEY COULD NOT GIVE ME AN ANSWER. THEIR RESPONSE THE WHOLE TIME WAS THAT I HAD TO CALL THEIR ACCOUNTING DEPARTMENT WHO NEVER ANSWERS THE PHONE BY THE WAY. i TOLD THEM THAT I HAVE HAD NO CORRESPONDENCE THIS ENTIRE TIME. NOTHING TO TELL ME I HAD A BOOK DUE, IF IT WAS A RENTAL. THE ONLY THING I EVER GOT FROM THEM WAS AN EMAIL SAYING THEY WERE CHARGING MY ACCOUNT. THIS SEEMS LIKE A FLY BY NIGHT SCAM THAT RIPS PEOPLE OFF.

Desired Settlement: I WANT A FULL REFUND OF EVERYTHING. I WILL RETURN THE BOOK BUT I WANT A REFUND OF MY ORIGINAL CHARGES FOR PURCHASING THE BOOK WHICH IS 91.37, THE LATE FEE CHARGE OF 21.88 AND THE NEW CHARGE OF 195.99. I ALSO WANT AN APOLOGY FOR THIS MIX UP!!!!!!!!

Business Response:

This customer rented Marketing 2012 from our company on 9/4/11. This was a 130-day rental and the due date for the return of this book was 12/20/11.  On 1/23/12 the customer was charged a late fee of $21.88 because the book had not been returned to us. This charge extends the due date of the rental an additional 15 days from the charge.  He contacted our customer service department 2/2/12 at 7:35pm CST questioning the $21.88 charge. The representative began explaining that the book had not been returned and that this was a late fee. Before she could explain anything further, he hung up. 

The customer called back at 8:12pm 2/2/12 and in that call repeatedly claimed that he sent the books back to our warehouse with a return label that was enclosed in his package.  We do not enclose return labels in our boxes and we only sent one book, so there were not multiple books to return to our facility.  At this time, he was transferred to a supervisor to take over the call because of the abusive language he was using. He then proceeded to tell the supervisor that he sent all four of his books to another textbook rental company (the name of the company was given, but I will not include it here). He stated that he did not know or care where our book was sent and that it was not his problem.  To dispute a late charge on an order, he needed to speak with our accounting department. He was notified during this call that our accounting department is open 8am-5pm CST Monday – Friday.

The customer then called back at 8:55pm 2/2/12 with his credit card company on the phone to dispute the valid charge.  He was given the accounting department’s hours of operation (8am-5pm) in the prior conversation.  Customer service again instructed the customer to call during regular business hours to inquire about this late charge.

Since the book was not returned after the 15-day extension, the customer was charged the purchase price of the book, as it states in our terms and conditions. The customer called in on 2/8/12 after this charge was issued.  On 2/8/12, he began claiming that the book was purchased the entire time and that he should not have been charged again. The book was not purchased until 2/8/12. He is claiming this because he now sees on our website that this book has been purchased. After the charge was made on 2/8/2012, the book moved from the rental section of his account to the purchased section, which is correct.  

The customer has called back in four times since this complaint was filed. He now states that he has the book, even though in his second call on 2/2/12 he claimed he had already shipped the book to another company.  In his last call on 2/14/12, he stated that he would send the book back if he would be refunded in full.  The return of this book is eligible for a partial refund in the amount of $118.11. This is a refund of the sale of the book minus the delinquency fees. The initial $91.37 that is referenced in this claim was for the rental of the book last September, the sales tax, and the shipping. This amount is not eligible for a refund. The book will need to be returned to our facility no later than 2/28/12 to be eligible for a refund of any kind.

2/7/2012 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On January 17th, I placed an order for an Organic Chemistry book (Order #*******), and paid extra for 2 day expedited delivery ($9.99). When my item had not arrived three days later, I contacted the company and spoke with *****. ***** was extremely unhelpful and said that regardless of what I paid for, I still needed to wait 2 days before the order could be processed. I'm sorry, but I do not feel that a consumer pays for expedited service and expects to still wait 2 days for an order to be processed. My book still has not arrived 5 business days later and according to their tracking information, it still will not arrive for two more days. This is not acceptable. I contacted the company again (spoke to *******) and asked to cancel my order and refund all shipping fees. I was told that the order could not be canceled because the order had been shipped and in any regard, the shipping fees could not be refunded per company policy. I understand not canceling the order until the item has been returned to them, but I will not accept their policy of not refunding my shipping fees. I paid EXPRESSLY for a service, two day delivery, but nearly a week later my item has not arrived and I have had to make other arrangements.

Desired Settlement: I expect a full refund of the rental fee for the book, once the item has been shipped back to them. I also expect a FULL refund of ALL shipping fees. A total of $22.42, including shipping and tax.

Business Response:

This customer placed an order with our company after 5pm on 1/17/12. As it states on our website, all orders require 1-2 business days for order processing, then delivery is based on the ship method selected.  This customer chose our Priority service for delivery within 2-3 business days after the order is processed. Saturday and Sunday are not business days. This package is considered on time with delivery on or before 1/24/12. This package was delayed with UPS and did not arrive until 1/25/12, one day late. The shipping charge for this order has been refunded. If the customer wishes to return the book for a refund, it will need to be returned by 2/6/12, per the terms agreed to at the time the order was placed.

2/7/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I opened an account and made a rental purchase with this company on 1-10-11 along with another rental in August of 2011. The email address used when i signed up is **************************. When I signed up, I made sure that my account settings were set to not receive advertising, newsletters, junkmail, etc via E-mail. I have checked these settings from time to time to verify that they are set. Despite this, I have received unsolicited emails on 5-5-11, 7-20-11, 8-1-11, 8-9-11, 9-7-11, 10-25-11, 11-30-11, 12-9-11, 12-13-11, and 12-23-11. NONE of these emails are related to business I have conducted with this company, by this I mean emails related to my account, rentals, due dates, ect. These are all clearly spam/junk mail. There is likely more junk mail received that was deleted. The dates listed are from when I started saving the messages. On, 12-23-11, I contacted customer service asking to not receive any more unsolicited emails. I received a response from ********** * stating that my account was closed and I will not receive any more emails at all. Since this contact I have received unsolicited emails on 1-2-12, 1-9-12, 1-16-12, and 1-18-12, A request to stop sending 'junk' mail was also sent on 1-9-12. I never received any response to this email. I have also sent at least 1 other request earlier in the year, but I no longer have this message, but I recall receiving a response stating that I will not receive any more of their junk mail. This company's customer service department is very poor. This is not a isolated problem. There are also many other issues that are beyond the scope of this complaint.

Desired Settlement: I do not want to be contacted by this company in ANY way whatsoever ever again. I have asked for my account to be closed. I am currently not doing any business with this company and due to the practices and poor service I received, I have no intention of doing business with this company in the future. I want ALL of my personal contact information removed from this company's databases, and I do not want any email or other contact.

Business Response:

This customer’s account was closed on 12/23/11, per his request.  We are very sorry that he has continued to receive unwanted notifications of special offers and discounts. Since this complaint was made, we have identified a problem in the software that was not removing him from the email database. We would like to thank him for bringing this to our attention so that the issue could be corrected.

1/25/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered 3 textbooks from college Book Renter. I paid $20 extra priority shipping to have them to me by last week Thursday and I ordered them on Monday. On Thursday, I received 2 of the three books. The third was supposed to be delivered by USPS on Friday, one day late. My classes started on Thursday. When I opened the package addressed to me, the book I ordered was not enclosed, it was someone else's book. I called multiple times that day wanting to know what happened to my book. Everytime I spoke with someone, they said "I'll speak with my supervisor and get back to you within 24 hours." No one called me back so I called again and got the same response several times. When I finally called enough to get an answer, they said they could reship it to me but it would not get to me until the following Friday. So I told them to give me a refund because it would certainly hurt my grade if i did not have the book read by class. The lady I spoke told me she would send it to the supervisor and contact me within 24 hours. They never did. So I called Monday afternoon and inquired about my refund. They told me that the supervisor had not come in yet and that they would contact me later when she came in. She called me and told me that she could only refund the book and not the shipping that I paid for a book that never came. I also spoke with her about a book that I sent in to them to sell. I got an email saying that the book was "lost." The supervisor said that they do not take "custom editions" (which was a completely vague term on the website) and that if they don't want to purchase the book then they donate them. This policy is not visible to the reasonable person and I think with my law background that the policy is not fair and logical. The supervisor told me that she could not return my book to me.

Desired Settlement: I want a timely refund for my book and shipping. I ordered from Chegg for $20 dollars more but would get me the ebook instantly for 7 days until my book came and get me the actual book before CBR offered me. I also want my Hole's essentials of Human A&P book back to me or give me a refund of $67 of its worth.

Business Response:

This customer placed an order for three books on the afternoon of 1/9/12 and selected our Priority ship method. All of our shipping options require 1-2 days for order processing, as stated on the website, and then will be delivered within the delivery timeframe specified. This ship method is for delivery within 2-3 business days after order processing.  All books were to be delivered 1/16/12 to be considered on time. The books on this order were all delivered by 1/13/12.

One book that the customer received was not correct. She contacted our office on 1/13 to notify us that the wrong book was received. She was called back at 4:45pm on 1/13 to give her an update on her order. She called back in at 6:09pm and decided she would like to be refunded instead of another book shipped out.  A refund of $47.21 has already been issued for this portion of the order.  She will still need to return the incorrect book back to our facility.

She created a sellback on our site on 1/3/12. The book she told us she was selling was ISBN 0073378151, as shown on the customer’s web account. We agreed to pay the customer $67.00 for this book. What the customer sent was ISBN 0077548647, which has no value and we are not buying on our website.  This book is being returned to the customer.

Consumer Response:

I have reviewed the response made by the business in reference to complaint ID 8882294, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

***** ******

 


 

 

1/20/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Ordered textbooks for college on Tuesday January 10, 2012. I paid for priority shipping (2-3days) Upon submitting the payment for the books and shipping, payment was accepted for the books and the shipping reverted back to 8-14 day shipping. I made sure I could order and receive my books in 2-3 days because my classes start on Tuesday January 17th, 2012. I wanted to get the books by Saturday because I would not be home to get the UPS delivery on Monday and Tuesday. They didn't fix the shipping until the next day on Wednesday and charged my debit card $29.95. As of today, which is Friday the 13th, my books have not been picked up by UPS, Sunday isn't a working business day and Monday is a holiday. So the soonest I will get my books is on Tuesday while I am in class and can't sign for them. I spoke with three different supervisors from Wednesday and they said that they would make sure my books shipped no later than Thursday which was yesterday. As of 2pm today, my books have not been shipped. That is all the money I have in the world for books.

Desired Settlement: To get a refund of the $29.95 shipping at least. Maybe even a discount on the books I have rented if I get them late. If I don't get them by Tuesday, a full refund.

Business Response:

This customer placed her order after 8pm on 1/10/12. She contacted us after the order was placed and needed to change the ship method selected.  As it states on our website, generally we are unable to change or cancel an order once it is placed. This is because orders begin processing and are sent to different warehouses, depending on the items in the shipment. In an effort to help this customer, we stopped this order from processing, contacted the warehouse and had them stop processing, changed the ship method, and then rereleased the order back into production. The order was upgraded and shipped via UPS on 1/12 with tracking 1ZX10A300200833087. This order was sent out on time. Our orders require 1 to 2 business days for processing, in this case 1/11 and 1/12, and then shipment.

Since 1/12, UPS has made no scan of the package that was picked up on this date. A tracer has since been filed on this lost package.  A new set of books was shipped to the customer on 1/17.

The shipping fee of $29.95 has been refunded because it is not the customer’s fault that the original shipment is missing with UPS.

Consumer Response:

I have no recieved a refund yet.

I have reviewed the response made by the business in reference to complaint ID 8879794, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

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

 


 

 

1/3/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On August 24, 2011, I rented  PRECALCULUS by JOHN COBURN ISBN: *********7; ISBN13: 97*********08 and CAMPBELL BIOLOGY with MASTERING BIOLOGY by REECE JANE B. ISBN: *********6; ISBN 13: 97*********45 on the website www.collegebookrenter.com using my debit card. I had made a complaint earlier for the same company regarding their delivery issues. The issue for one book was resolved but the other was not which was the Campbell Biology one. I received the campbell biology book several days after the complaint was made. The CollegeBookRenter refunded me for the Precalculus book and said to ship back the Campbell Biology book if the customer would like a refund. The CollegeBookRenter did not provide detailed instructions on how to return the Campbell Biology Book. Earlier today, I communicated with the online assistance and asked how to return a book for a full refund especially after making a complaint. They mentioned that for a full refund, returns must meet the following criteria: "For 60 day rentals, the book must be scanned by UPS within 15 days of the original order date. For 90 and 130 day rentals, the book must be scanned by UPS within 20 days of the original order date." The issue I had with the return clearly passed the 20 days of the original order date limit because I did not receive the Campbell book until well past the order date and was therefore unable to return the book before the full refund due date. After the complaint was "resolved", the company did not provide further instructions on returning the book and only mentioned that the customer can return the book as he desires. There was no due date placed on which the refund period was going to expire for this specific issue. The book was unused, unopened, wrapped and still intact in its original shipping box.

Desired Settlement: To resolve this complaint, I would like a full refund for the CAMPBELL BIOLOGY with MASTERING BIOLOGY by REECE JANE B. ISBN: 0321558146; ISBN 13: 9780321558145 rental.

Business Response: The customer has now returned the book and a refund has been issued.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 8852617, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

**** ******* 

 


 

 

12/28/2011 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I "rented" books for my children's college from them. They had classes which were cancelled, so I returned the books to them as per the instructions on their website. I returned the books but they indicated that I "sold them back" to them and are now charging me the replacement price for the books, which I do not have in my possession, and they have the books in their possession. How can they do this? Is this how they make their money off cheap rental prices? Why would I sell a book back to them which I rented in the first place?

Desired Settlement: They want to charge me an additional $161.81 for 3 books which I returned to them. I will not pay this amount.

Business Response:

This customer created a rental order with our company on 7/22/11 for seven books.  The customer printed the prepaid, *** return label from her account to return three of the books on 8/30/11, but did not use this label for the return.  The label generated for this return was ******************. She also returned one book correctly to our warehouse by using the prepaid return label she printed on 9/20/11. The three books in question were entered in as a sellback and shipped to another warehouse for processing.  Unfortunately, we do not have these books. Sellback orders do not ship to the CBR warehouse.

Our website has clear, easy to follow instructions for the return of a rental. We offer these instructions in several places on our website.  Return instructions are found under our Return Policy, Shipping Policy, and Terms of Use. The instructions provided are:

Returns at the End of Your Rental Period
CBR makes returns easy and free!

·         Log in to your CBR account using your email address and password.

·         Under Rentals and Purchases, select the item(s) you'd like to return.

·         Click Return Books and select the return reason.

·         Click Return Books and print both the shipping label and packing slips.

·         Place one of packing slip in the package with your books. Keep the other copy of the packing slip for your records.

·         Tape the *** return shipping label to the package being used to return the rental(s).

·         Take your box to any *** location or schedule a pickup to ship your rental(s) back to CBR

When a customer logs into their account, they are immediately taken to their current rentals and purchases page (please see attached Figure 1).  To create a sellback, the customer must complete several steps that clearly identify the intent to sell a book. First, the customer must actually select Sell textbooks at the top of the webpage (Figure 2).  The customer then has to manually enter the ISBN of the book to sell, select the payment method, and add the book to the sell cart (Figure 3).  For the sellback that this customer created, they select CBR credit, which is credit applied to the account for future rental use. The customer then moves to the next screen that again verifies which payment method they prefer.  Each is followed by a description of the payment method (Figure 4).  The customer then moves to the confirmation page that states, “You are selling us the following textbooks:” and “We’re paying you $XX.XX” (Figure 5).  The last step is printing the shipping label for the books. The shipping label for sellbacks is a USPS media mail label with a shipping address for **** ** *** *** ** ******* **.  For the books to arrive at this warehouse, this label must be used. This shipping address is not found anywhere on our website. Our rental return books are shipped to the address printed on our prepaid *** labels, which is in **** ******* **.  

At this time, the customer has CBR credit on the account in the amount of $109.56. The price to purchase all three of these books through the customer’s account is $161.81, as indicated in the complaint.  This credit can be used to pay a portion of the purchase price of these books. Currently, the books are due back on 12/16/11. If the books are not purchased or returned by this date, the order will fall into collections where additional fees will be assessed.

We are sorry that this incident has occurred, but we do not have the books in our possession. If we did, we would undo the issued credit and check the books into the customer’s account.

Consumer Response:

Better Business Bureau:



I will pay for the books which were returned incorrectly IF they are returned back to me so I can resell them.  

 

Business Response:

As previously stated, we do not have the books. These books were shipped to another company more than three months ago. Sellback orders are not shipped to the College Book Renter warehouse. If we did have them, we would be more than happy to undo the credit and apply the books back to this account. Unfortunately we are not able to do this.