Complaints

This profile includes complaints for eCampus.com's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  eCampus.com

  2373 Palumbo Dr Lexington, KY 40509-1047

  
• 

  eCampus.com

  2415 Palumbo Dr Lexington, KY 40509-1116

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/23/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 2, 2023, I ordered two textbooks from eCampus for the semester. Those books were due back to eCampus on June 2, 2023. The textbooks were both used in good condition. On or about May 10, 2023, I sent the textbooks back via prepaid UPS shipping and they were still in good used condition. To my knowledge, the textbooks arrived and were processed for return. Until six (6) weeks later on June 23, 2023, my account was charged with $333 by eCampus. When I contacted eCampus customer service via online chat, they claimed that one of the two textbooks was damaged and that I would be charged for it. When I sent the textbook back it was in good used condition and I had no control of what happened within the six (6) weeks after I returned the textbooks. I am not confident that the textbook eCampus is referring to was even mine since I returned it in May and I received notice of alleged damage six (6) weeks later. I attempted to contact a customer service supervisor about this mistake and eCampus failed to speak with me after multiple attempts to speak on the phone with someone. This is clearly an erroneous, if not malicious, charge by eCampus.

  

  Business Response

  Date: 07/06/2023

  Thank you for contacting eCamps,

  We apologize for any inconvenience or frustration this matter has caused you. We have reviewed your account, the rental purchase charge was refunded in full, back to the original payment method on 06/26/23. If you need any further assistance, please let us know.

  Thank you,

  Ecampus

• Initial Complaint

  Date:06/21/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We are a small program within a community college. We strive to keep students in school. We have a book lending library. When books are no longer needed we sell them to companies. We have used ECampus a few times and they are not paying for the books that they said they would. Once they receive our books they send a statement that they have to hold these books for an undisclosed set of time and stating they have to prove these are genuine books and not copies or fakes (no other book buy back company does this). As of today they have not paid us for the books they owe us for. 12/23/2022 (*******) we sent them a box of books total $58.45 and on 2/6/2023 ********) another box for $113.75. I have sent them 4 emails without any response from the company. It is a crime to keep our books and not pay. False advertising to say they will then they don't. I need help getting this company to pay. We are a small program and every dollar we get goes to help students stay in school. Please advise or contact this program on our behalf. They should not be allowed to remain in business.

  

  Business Response

  Date: 06/30/2023

  Thank you for contacting eCampus,
  We have reviewed your account regarding books that were sent in and not paid. Order ******** ISBN ************* 1 copy and ************* 2 copies, were damaged, therefore we could not accept them as a buyback. We will be happy to email photos of the damaged items so you. To request photos, please email [email protected]. Order ******** ISBN ************* 2 copies received damaged, Per our policy books that are received damaged will not be paid out. If you have any other questions or concerns regarding this matter, please visit our help desk at **************************************.We apologize for any inconvenience this has caused. 
  Thank you,
  eCampus

  Customer Answer

  Date: 07/06/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: They still have about 9 other books they have not paid for. We sent 2 boxes of books and if they reject some, that's fine, but we want to be paid for the rest. This was from February, and it is now July. 

  
  
  
  
  Sincerely,
  
  
  
  ******** ******

  

  Business Response

  Date: 07/20/2023

  Thank you for contacting eCampus,

  Per our policy, we cannot pay for books that are received with excessive wear, water damage, or damaged in any way.

  Thank you,

  eCampus

  Customer Answer

  Date: 07/25/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: They only account for 2 or 3 books out of 2 boxes of books that we sent them. They are not all damaged, only a small percent. They have not paid for any of the other, not damaged, books. They are not a good company. They take books and don't pay for them. I started reading their reviews which are terrible and I will not be advising any student to use them. I will do what I can to discourage any student or staff from using their company. 

  It does not appear we are going to get anywhere with this company. They just keep saying the same thing. I don't expect to get paid for the few damaged books but I do expect to get paid for the rest of the books we sent them. 

  Sadly disappointed. 

  
  
  
  Sincerely,
  
  
  
  ******** ******

• Initial Complaint

  Date:06/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I returned all of my rental books for the Spring 2023 semester at the beginning of May. I logged onto Knetbooks to make sure the whole process was done and complete. Knetbooks said I didn't return one of my books, even though I was 100% sure they were returned. After reaching out multiple times over the course of a month, I never got a response and then was charged the full amount for the book because, "I didn't return it on time." I later then got an email saying if I returned the book with in 2 weeks of the email date, I would get a 50% refund. I reached out AGAIN and finally got an answer. They said the reason I was charged was due to a "damaged book." So after a month long of getting emails saying I never returned my book, Knetbooks had magically found my missing book? Then they said it was damaged and that's why I was charged. So my question is, why didn't they charge me for the book back at the beginning of May when all my books were originally returned? Because they are deceitful and were trying to get money out of me. They were not accommodating or even trying to understand my case. My book was not damaged and was returned on time. They scammed me out of $150+ dollars and there is nothing I can do because it is a he said/she said case. It just proves my book was actually returned on time because they were somehow able to find my "missing" book, they just never updated it in the system.
  
  The attachments show that I was getting emails saying my book was never returned (even though it was) but THEN all of a sudden they mysteriously had the book and it was damaged, they were just never going to say anything.

  

  Business Response

  Date: 07/06/2023

  Thank you for contacting Knetbooks,

  We have reviewed your account and order history. You are a valued long-time customer; therefore we have decided to refund the rental damage fee. Please allow up to 5 business days for the refund to process and post. We apologize for any inconvenience this may have caused you. In the future if you have a rental with damage, please let us know right away.

  Thank you,

  Knetbooks

• Initial Complaint

  Date:06/20/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered several rental textbooks from eCampus.com for my last semester of law school. One of the textbooks had a loose/peeling cover, and I accidentally tore a small piece of it (in no way effecting the usability of the book). Several weeks after returning the books, I notice a $300 charge to my bank account and shortly after receive an email explaining that the book was "damaged" and that I would be responsible for paying for the replacement. I checked their long list of terms and conditions, and sure enough they say that is how they do it. I purchased the book "used" which only costs $200 (and I already paid $90 for the rental) so I was very confused where the $300 number came from. I was told by a very rude customer service agent that it is their policy to charge me for a brand new version of the textbook, and to not subtract any money for the tendered rental money. This is a very shady business practice and they are taking advantage of lengthy contract terms to charge a college student over 3 times the original paid for value (without warning). I would like for them to refund at least half of what they already took out of my bank account. I am a recent law graduate with no job for the next few months as I prepare for the Virginia bar. I would also like for the BBB to investigate this shady business practice.

  

  Business Response

  Date: 07/20/2023

  Hi ******

  We apologize for any inconvenience you may have experienced regarding your order. The rental purchase charge was refunded in full on 06/20/23. If you need any further assistance, please let us know.

  Thank you,

  eCampus

  Customer Answer

  Date: 07/21/2023

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

  
  

  ***If you are happy with BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other free services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent to: BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:06/18/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction: 6/12/2023
  Amount of money withdrawn from my account without prior authorization nor investigation: $287.99
  What the business committed to provide: Nothing
  Nature of the dispute: In early January 2023, I rented three textbooks from this company through the website Knetbooks.com. Shortly after on 1/7/2023, I received an email from SiteJabber on behalf of Knetbooks requesting confirmation of my order along with a review. One of the textbooks was in poor condition. To record the condition in which the textbook arrived, through the link provided in the email, I submitted written comment along with supporting photos. After returning the textbook in the same condition it was initially received, the company charged an unauthorized amount of $287.99 from my account. Upon disputing the charge, the company's customer service department has refused to investigate the manner in which I submitted my review because it was not done the way they now, in hindsight, describe it should have been recorded. As a customer, I could have never known that I was supposed to take different action because the email states that responses submitted through the link were received by Knetbooks and used to provide customer service. I have requested to escalate the issue further, but customer service has refused. I have requested that Knetbook investigate by contacting SiteJabber because they should have access to my response as per the terms of the email, but they have refused. I submitted comment in the way I was instructed but now the company refuses to acknowledge it and investigate.
  No, the business has not tried to resolve the problem.
  Order No. ********

  

  Business Response

  Date: 06/30/2023

  Thank you for contacting eCampus!

  Per our rental policy, if an item is received in unacceptable condition, students have 30 days to report any damage to our customer service team. The item you returned has water damage to pages and the cover, therefore, the book unusable as a future rental. I have attached the only review I could find from Sitejabber, which is a 5 star review. If you have any other questions or concerns regarding this matter, please visit the help desk at *************************************** We apologize for any inconvenience this may cause. 

  Thank you,

  eCampus
  
  

• Initial Complaint

  Date:06/16/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In Feb 2023 I rented a used book from Ecampus.com for 70.92. This book can be purchased used for $85. The order number is ******** As other previous complaints the company made an unauthorized charge on the credit card in the amount of $165.47. This brings the total amount for the book to $236.39. I did not have access to my email so attempted to return the book to an address listed online. The book was returned back to me. I have since received access to the email and have sent the book again using their returned label. I should further mention they do not have easy access to customer service. Previous emails for a different email address were sent but left unanswered. I have the receipt of UPS package being sent. I also attempted to call with the number provided on this site but it is not the customer complaint number. I was only instructed to send complaint by email and wait for response. I believe their charges are unjustified and they will be able to continue to rent this book to others. In my original order I believe I provided my cell number and address. There were no attempts to notify me by the business other than an email. Please review my complaint in conjunction of other complaints filed by previous customers.

  

  Business Response

  Date: 06/22/2023

  Thank you for contacting eCampus!

   Our policy for rental items is that they must be in transit on or before the due date using the prepaid label we provided. As your item was not in transit in this time frame and we received no prior request for an extension, your account was charged for the non-return fee of the purchase price for the item. Per policy, so long as you can return the item to us within 15 days of the original due date, you are eligible to receive 75% of this charge back to your account. Once the item is checked in at our facility, the 75% refund of the rental purchase charge will be refunded back to the original payment method. If you need any further assistance, please visit our help desk at ***************************************

  Thank you,

  ****

• Initial Complaint

  Date:06/15/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been using ECAMpus for over a year now and just got got. I rented a textbook that took forever to get to my home to start with along with 3 other books. I ended up purchasing one of the books because I really liked it. The others were returned. My ASL book came in pretty bad shape. It had a scratched Disc in the back, no pin to log into the website, it was marked up in ink pen and highlighter. I didn't think much of it because it was a rental. I noted that it was odd. But I also had 5 classes to manage during the semester. Fast forward to today when they have received the same book back in the same condition they sent it to me in, and I am being charged for the damages the book already had. As a loyal customer to Ecampus I am disappointed that I was charged for damages, that I didn't cause. And even more frustrated that in order to get the "book I paid for" I have to send them another $12.99 for them to send it back to me. I am very disheartened and no longer trust the book rental process. If there wasn't a picture of the textbook sent to me prior to me receiving the book, why would I think to take a picture? I guess I should have treated this textbook like a rental car, and call about every mark, ripped page, dirty marks and smell. I want my $107.94 back.

  

  Business Response

  Date: 06/30/2023

  Thank you for contacting eCampus,

  We have reviewed your account and the item in question. At this time, we have decided to refund the rental purchase charge in full. Please allow 3-5 business days for the refund to process and post back to the original payment method. If you have any other questions or concerns regarding this matter, please visit our help desk at *************************************** We value you as a customer and appreciate your business.

  Thank you,

  ****

  Customer Answer

  Date: 06/30/2023

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

  
  

  ***If you are happy with BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other free services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent to: BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:06/04/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased several books around (4) from ECampus and two (2) rentals at the beginning of my 2023 Spring Semester. Most of the books came in late for my classes; I had to ask people to make a copy of the assigned texts because eCampus didn't send my books on time. On May 2023 after the semester ended, I printed the label and shipped one of the rentals back to their warehouse in Kentucky BEFORE the deadline of 5/23. The carrier UPS didn't provide tracking updates after a week later; the package was delivered on 6/1, which caused me to get charged $21.33. They promised me a 75% refund even when I returned it on time but still haven't received that money back. They also attempted to charge me almost $150 on a different card for the second book I've already communicated to keep and purchase for $84.87, which was the amount on their website but know they are charging $92.74 which is absurd.
  
  Why did they charge me $150 when it says $84.87 on their website? This is a total fraud for any college student or customer. Other companies would have done more for a customer at this point.
  
  The type of shipping method provided by eCampus was not the best, they should've received the rental on time, but their carrier UPS didn't provide tracking information until Monday, 5/29. For all of the reasons before and the unauthorized unreasonable charges made to the cards they kept on file, I want a resolution to this.
  
  My previous conversation with eCampus is attached. I want my refund for the book I returned and for them to process my payment of $84.85 for the other book.
  
  Attached proof of my statement above.

  

  Business Response

  Date: 06/14/2023

  Thank you for contacting eCampus!

  We have reviewed your account; the rental purchase charge was refunded in the amount of $16 plus as additional $15 of in-store credit was added to your account. As for Cross-Cultural Psychology, if you wish to purchase this item, please do so within your MyAccount. Select manage my rental, purchase or extend, there you will be able to select purchase and enter your payment. If you need any further assistance, please let us know.

  Thank you,

  eCampus

• Initial Complaint

  Date:05/31/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My university used this company and I didn't have another choice. I ordered nine textbooks a on January 06, 2023. I returned all the textbooks that were rented on this order by the due date. All the books were in the same box, the same box they sent the books to me in the same condition, by the return date. One book did not process, I kept emailing them and they assured me it was still processing. Two days prior to my return deadline I was charged $133.33 for this one book that was never processed as returned without explanation. The USED, OLD book I rented was only $66.67. My credit card company declined the charge. ECampus states the book was damaged, but I returned to book in the SAME condition it was sent to me. . It was an OLD, used textbook to begin with that I was renting. Ecampus states I am responsible for the book and want to charge me $133.33 for a used, old textbook that was torn when it arrived at my home.

  

  Business Response

  Date: 06/11/2023

  Thank you for contacting customer support,

  \We have reviewed our order and the damaged item. We have decided to side with the customer on this item: therefore, will not attempt to charge the customer's account at this time. We apologize for any inconvenience this has caused. If any further assistance is needed, please visit your schools eCampus help desk. 

  Thank you,

  eCampus

• Initial Complaint

  Date:05/16/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Transaction took place on April 30th.
  The website is misleading, does not give details about what is being bought, does not state the specific website needed for the access code or anything wither They wrap things so that you are forced to open the package to see what you bought and then I realized I could not access the book through the code given. Since I opened the pack and removed the plastic wrap in order to see how to access the book, I cannot return it. I spent $207. 15 on two text books, one was canceled without notification and I still have not received the refund for that book. I spent $82.08 for the digital textbook access code that was not accurately described on the website. I would just like a full refund.

  

  Business Response

  Date: 05/30/2023

  Thank you for contacting the customer support team. We have reviewed your order(s). Our records indicate that a refund for ISBN ************* was issued on 05/03/23. Please check your statements for the card ending in **** between 05/03/23-05/12/23 for the refund. We apologize for the confusion, regarding ISBN ************* this item was advertised as an access card at the time of purchase. Once the access card has been revealed, the item is no longer eligible for a refund or resale. Please reference our return policy at ****************************************** for more information. We value you as a customer and apologize for any inconvenience this has caused.

  Thank you,

  BiggerBooks