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:07/03/2024

  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 sold a book "Varcarolis' Foundations of Psychiatric Mental Health Nursing
  ISBN: *************" to Ecampus.com on May 22, 2024, which was quoted payment in the amount of $36.25. This book was shipped in stated condition and arrived via *** to the facility on May 29, 2024. (Pictures of book condition attached)
  
  On June 2, 2024, I received confirmation that the item had arrived in stated condition and was being sent to the publisher for authenticity evaluation. (email attached)
  
  On June 27th, 2024, I received an email indicating that the order had been cancelled due to quality standards. (email attached)
  
  I reached out to their support team in attempt to rectify the issue on July 3, 2024 via their only form of chat support. Ecampus was unwilling to take ownership of any damage to the book that occurred while the item was in their possession and in transit between the publisher to complete the authenticity evaluation they require.
  
  I have complied with the terms and conditions of the buyback agreement and the item quoted was delivered in stated condition. Ecampus.com is refusing to pay the $36.25 that was quoted and I am requesting the BBB's assistance in recovering this payment.

  

  Business Response

  Date: 07/09/2024

  Good morning ******,

  The title that was sent in has oil stain on several pages. After reviewing the photos you attached, stains can be seen in photo #****. This makes the item unacceptable for a buyback at this time. We apologize for any inconvenience this has cause. For more information regarding buybacks, please visit ***************************************

  Thank you,

  eCampus

   

  Customer Answer

  Date: 07/09/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: 
  
  As stated in the initial complaint, the book arrived in the quoted condition on June 2, 2024. I received confirmation that the item had arrived in stated condition to the company's address and was being sent to the publisher for authenticity evaluation. (email attached in initial complaint)
  
  Later on June 27th, 2024, I received an email indicating that the order had been cancelled due to quality standards. (email attached)
  
  I reached out to their support team in attempt to rectify the issue on July 3, 2024 via their only form of chat support.  This damage occurred after my initial shipment had arrived and Ecampus was unwilling
  to take ownership of any damage to the book that occurred while the item was in their possession and in transit between the publisher to complete the authenticity evaluation they require.
  
  I have complied with the terms and conditions of the buyback agreement and am not responsible for damage that occurred shipment between Ecampus and the publisher.  The item quoted was delivered in stated condition and requires payment in the quoted amount.
  
  
  
  Sincerely,
  
  
  
  ****** **********

  

  Business Response

  Date: 07/16/2024

  Good morning ******,

  We do certainly apologize for any inconvenience regarding this matter. As previously stated, the stain on the pages can be seen from the images you sent to us. At this time, I can add the amount of $36.25 to your account as in-store which can be used towards any future purchases. We would like to resolve this matter; however, we cannot pay out for a title with stains. 

  Thank you,

  eCampus

  Customer Answer

  Date: 07/21/2024

  
  
  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. Please advise when the credit has been added to the account.
  
  
  
  Sincerely,
  
  
  
  ****** **********
  

  
  

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other 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 via Venmo to @bbbcefky or mail your donation 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:06/26/2024

  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.

  I am a college student and looking for the cheapest way to get my textbooks. Therefore I did my research and found ecampus and their reviews seemed to be great. So I went with them and decided to get a rental book. The return date was that of May 31, 2024. I came home from school May 8, 2024 and mailed my two textbooks out on May 11, 2024 from ******* ( Telford Pa) which is the UPS dropoff location. Fast forward to June 11, 2024 where I see a transaction in my bank account of $117.33 taken out by ecampus. I quickly contacted my ******* and they told me when UPS comes to collect the packages they don’t all get scanned at the store instead only a few are and the rest are thrown into a bag then scanned later. So between leaving the ******* and arriving at UPS center my package was lost or never scanned hence why ecampus chagred me the fee. When I went to file a claim with ******* they told me they are not able to due so since the return label was made by ecampus and that ecampus would have to file the claim with UPS. Upon that information I contacted ecampus through the chat, and over several emails they told me they can’t file a claim and ******* had to. At the end of the day ******* cannot do the claim cause they are not the account holder of the label and do not have all information, but ecampus is refusing to file the claim in order for me to get my money back. I told them if they cannot help me I will need to take it to the BBB in order for it get straightened out. I need my money back because I made sure my book was in before the 30th of May. And I even sent ecampus proof of drop of and on top of that my other book made it back to ***** perfect without an issue. I’m at my wits end and need help getting my $117.33 back.

  

  Business Response

  Date: 07/03/2024

  Good afternoon ******

  We do apologize for any inconvenience or confusion regarding this matter. We cannot file a claim with UPS until the item has been scanned into the tracking system. Insurance on a package doesn't kick in until the first scan of an item has been completed. There is nothing we can do from our side until UPS acknowledges the item in their system.

  Thank you,

  eCampus

  Customer Answer

  Date: 07/10/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have called UPS and ******* and they say it is your job to file the claim I delivered those books this is not on me at all and I should not have to be paying the $117 dollars in fees. 

  
  
  
  Sincerely,
  
  
  
  Emily Quinn

  

  Business Response

  Date: 07/16/2024

  We are so sorry to hear you are rejecting our response. We are not able to file a *** claim on an item that has never been scanned into tracking with our prepaid shipping label. If the item had at least one scan, we would be able to submit a claim. We understand this is an inconvenience. We always recommend that customer get a receipt at the time they drop the item off to any location. 

  Thank you,

  eCampus

  Customer Answer

  Date: 07/22/2024

  
  
  Complaint: 21906185
  
  
  
  I am rejecting this response because: I did get a receipt, and I did send it to your geo center chat online and I have all of the receipts to prove it which I did send to the BBB. So once again I gave proof of drop off, ******* cannot file the claim only you can because you are the ones that created the shipping label therefore have all the proper information to put in to file a claim  per what ******* have told me. 
  
  Sincerely,
  
  ***** *****
  
  
  

• Initial Complaint

  Date:06/13/2024

  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.

  I rented a textbook, returned it on time, then woke up one day to 259 dollars taken out of my account. When I contacted the company through a live chat becuase they will not provide me with a phone number, they have been unwilling to help. They have claimed the book was damaged even though it came to me damaged and I never used it. They claimed I should have reported the damage, however that is not in the rental agreement I e-signed. I asked to speak to a superviser and it as been multiple days with no contact. They are unwilling to help me solve the dispute, prove the issue, and speak to anyone. It has now been over a week and all my chats to them are being ignored, and no supervior has reached out. I have check the status daily and nothing is being acomplished.

  

  Business Response

  Date: 07/09/2024

  Good morning ******

  According to our records, the customer service supervisor has reached out to you three times via email regarding this matter. Please continue to work with the supervisor regarding this order.

  Thank you,

  eCampus

• Initial Complaint

  Date:06/05/2024

  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.

  A rental book I returned was considered damaged. I emailed to inquire about purchasing it. Was in contact with *** ** (Direct Internet Customer Support). She tood me the process and there woukd be a $12 shipping fee. I completed the transaction to purchase and have it sent back to me. However, in the transaction, there was no shipping fee. I emailed with *** * again and got no response. In contacting today, they say, in chat, that there is a 7 day period to get the shipping fee transacted manually and that opportunity had expired for me. Since *** * didn’t get back to me, I lost my opportunity to get the book back for my son to continue to use for college. They will do nothing to rectify that I was not replied to by their representative. I want to pay the $12 and have a damaged copy of Mastering ArcGIS Pro [Rental Edition] order ******** shipped to me.

  

  Business Response

  Date: 06/26/2024

  Good afternoon,

  I apologize for any inconvenience you have experienced regarding this matter. I have reached out to the customer service director, to try to resolve this issue. Once I have a response, I will update you. 

  Thank you for reaching out,

  BiggerBooks

• Initial Complaint

  Date:06/04/2024

  Type:Customer Service 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.

  A couple months ago I rented a textbook from *************. The textbook upon arrival was in poor condition. It was heavily highlighted and the textbook was tattered. It was merely falling apart. But it had the text I needed to read and the rental price was decent so I ignored the condition it was in. At the end of the semester, I returned the book using the prepaid label they provided me. I sent it out 2 weeks before the due date yet I still received emails saying that they didn’t receive the textbook even though I had already sent it out. Further, I just received an email out of nowhere stating that I am being charged a replacement textbook fee. The email did NOT include how much the fee was or what card it charged it on. I had to go searching on my own accord across my cards to find out that I was charged almost $350!! They also did NOT tell me exactly WHAT was wrong with the textbook, just an array of possibilities. This is suspicious behavior because they could just blindly accuse you of returning the textbook in poor behavior—which I believe is exactly what they are doing here. I would really like to see their documentation of the state of the textbook before it was sent to me and after because I doubt there is a discrepancy. Further, I find it wrong that they would charge me the full price of the textbook, seeing as it is an old edition and it likely going to never be used again in a classroom. Thus, I have more reason to believe that this is a scam this company employs to screw over people who have the textbook near the end of its relevancy.

  

  Business Response

  Date: 06/12/2024

  Good afternoon *****,

  We have reviewed your account as well as the rental purchase charge. At this time, we have deiced to refund the rental purchase charge in full back to the original payment method. Please allow 3-5 business days for the refund to process and post. If you have any addition questions or concerns, please let us know.

  Thank you,

  *********

  Customer Answer

  Date: 06/14/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I am requesting a refund on the REPLACEMENT FEE for the "damaged rental received". While I do appreciate the refund on the original rental purchase, the issue here is the lack of transparency regarding the replacement fee. 

  On June 3rd, 2024, at 1:33 pm, I received an email regarding the "damaged rental" and at 1:32 pm, my card was charged almost $350.00. Thus, ********* charged my card before I was even made aware of why my card was being charged as well as charging it without my permission. Further, the emails provided to me were vague and showed no proof of the damage-- it just made claims that the book was in lesser state upon return. If I were aware of this vague-ness, I would have properly documented the state of the book when I received it and when I returned it. But it is too late now and further I am being burdened with a hefty fine for something that did not happen under my use. Again, I cannot stress how heavily used and highlighted this textbook was when it came to me. Additionally, the book could have been damaged during its journey back to ********* which I have no control over as to how mail carriers handle packages. 

  Thus, I am not satisfied and am requesting a full refund on ALL charges made by ********* on my card. 

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

  

  Business Response

  Date: 06/18/2024

  We are not sure what response you are rejecting, as we agreed to refund the rental purchase charge and did so on 06/12/24.

  Thank you,

  *********

• Initial Complaint

  Date:05/28/2024

  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.

  Purchased a rental book through my college's account from Ecampus. ******** **********. The book was titled ******* * ********** Textbook of Medical-Surgical Nursing and this purchase was 12/23/23.
  I choose a rental which can either come as new or used condition. The book i was sent was older and seemed used due to some wear and tear on the edges of the covers. I never found a need to use the book and it stayed in the box until I returned others. The book showed as not returned on my account. I was concerned the package was lost so I called. I was told it was received and I would not be charged.
  5/26/24 I was charged $209.05 for the book. Through the company chat I was told it was received damaged and they emailed me 3/28/24 to say it was damaged. They confirmed that they sent this email to the wrong email address. I requested pictures which they sent of the spine of the book practically torn off the pages. It looks as if the glue let loose. This is not the condition I sent the book back in and can't even confirm it is the same book. The book was okayed to be sent to me originally in the condition it was in, I had confirmation it was returned on time via phone call and would not be charged, and then I was charged. They also denied any record of me calling. I either want my money returned to me or I want to book the claim was damaged sent back. If I am paying full price for the book it should be in my possession. I did not damage this book.

  

  Business Response

  Date: 05/30/2024

  Good afternoon *****,

  Thank you for reaching out regarding this matter. I have reviewed your account, the rental purchase charge was issued on 05/28/24, in full, back to the original payment method. Please allow 3-5 business days for the refund to process and post. if you need any additional information, please let us know.

  Thank you,

  eCampus

• Initial Complaint

  Date:05/23/2024

  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.

  Ordered a book from ecampus.com, and have been trying to get an update of when book will be shipped. Book was ordered a week ago, and no responses.

  

  Business Response

  Date: 05/30/2024

  Good afternoon ****,

  Thank you for reaching out to us regarding this matter. After reviewing your account, I have confirmed that the order did ship and was delivered on 05/29/24 according to *** tracking ******************. If you need any further assistance, please let us know.

  Thank you for choosing eCampus!

• Initial Complaint

  Date:05/15/2024

  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 originally rented the eTextbook, Social Psychology by ******* ******* (11e), directly through Pearson+ in August 2023. The price was (and still is) $10.99/mo for a 4-month rental. When the semester ended, I wanted to get a perpetual license or hard copy of the textbook, and was told I could do this by going through eCampus. I reached out to eCampus and they said I'd have to rent it again but could also purchase it through them.
  
  On January 17, 2024, I purchased this textbook for $95.39, with the understanding that this much higher price reflected either a perpetual license or hard copy of the textbook. On Jan. 27, I received an automated email from eCampus to ask if I had received by textbook shipment. I hadn't, so I left feedback for the company. I didn't get a response one way or the other, but had digital access that I needed for the semester. I assumed that the digital access was perpetual, or that they would send me the hard copy after digital access ended.
  
  I got a notice saying that my digital access was ending, so I reached out to eCampus to ask about the physical copy (never received) or perpetual license. The person I chatted with first tried to say it doesn't come with a physical copy, then pivoted and said instead that I should have let them know earlier that I didn't get the physical copy (indicating that there was, in fact, supposed to be a physical copy). She said she would "see what she could do" but then replied there was "nothing they can do."
  
  Again, I'd like to point out that the only reasons I went through eCampus for this textbook the second time was because (1) Pearson pointed me in that direction for a hard copy and (2) the eCampus person I spoke to in December also indicated perpetual access (digital or hard copy) was an option. The price of $95.39 through eCampus was clearly higher than the $43.96 through Pearson, which made sense for getting a perpetual license or hard copy. Screenshots attached.

  

  Business Response

  Date: 05/28/2024

  Good morning *****,

  Thank you for contacting customer support. ISBN ************* is listed on our website as a digital rental. This means that students will have access to the material via *********** for the rental period; however, students can download the material for lifetime access during the rental period. If you need any further assistance, please visit our help desk at *************************************k.

  Thank you,

  eCampus

  Customer Answer

  Date: 06/02/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I was never given the option to download the eText for lifetime access, despite specifically asking for this during my rental period.
  
  
  
  Sincerely,
  
  
  ***** ********

• Initial Complaint

  Date:04/30/2024

  Type:Customer Service 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'm am using this since ecampus.com representative **** *. is failing to provide any information as to filing an internal complaint and is being rude about the situation.
  
  I having trouble accessing a purchased subscription and support has failed to resolve the issue; however, I received the following email: See attached email.  I expect to be contacted by **** ********** or someone in his office regarding this email.

  Customer Answer

  Date: 04/30/2024

  See file attached

  

  Business Response

  Date: 05/30/2024

  Good afternoon ****,

  Thank you for reaching out to us regarding this matter. Would you please email us a copy of any and all email interaction you experienced with the customer service agent? We take this matter very seriously; however, we will need more information. You can email me personally at *********************. I apologize that this has happened to you. 

   

  Thank you,

  eCampus

• Initial Complaint

  Date:03/27/2024

  Type:Customer Service 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 sold my textbooks through this website which was suggested by my school. I sent the textbooks to the consumer about 2 months ago. I had to wait 2 months before I got paid per their policy. They said they initiated the funds to my bank account on 3/8/24. It is now 3/27/24. It’s been over two weeks and it’s still not in there. They sent me an email saying my bank info didn’t work, which is incorrect because I double checked. So I updated it by re entering it into my account settings and followed up with two seperate emails, letting them know I did so and I still have not seen a payment. I want the money that is owed to me, which should be $75.94. I want this resolved, and have not heard back from any employe in the last week. They have no customer service to call either, just a chat bot on their website and a place to send inquiries.

  

  Business Response

  Date: 04/15/2024

  Good afternoon ******

  We apologize for any inconvenience or delay in payment. Originally the banking information provided was incorrect which caused the payment to be returned. The bank information has been corrected and the payment was sent on 03/29/24. If you need any further assistance, please visit our help desk at *************************************** 

  Thank you,

  eCampus