Complaints

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:09/01/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 August 14, 2023 I ordered the digital textbook Cengage Unlimited ISBN# ************* for my daughter who attends ******************************. My credit card was charged $87.49 plus $5.91 tax for a total of $93.40. My order# FNL 86569007174054.Vital Source committed to providing a 4 month, 120 day subscription access to the textbook for her fall class but has not provided access. I reached out to the company on August 28 and spent 45 minutes on the phone trying to resolve the issue only to get the following email reply: "Thank you for your time and patience; at this level of Customer Support, we do not have the tools to assist you further; therefore, we are escalating your case to our next level of Customer Support." The assigned compliant # given to me was *******.I called again today (9/1/2023) and was told the exact same thing. When I explained that my daughter has an assignment that is due and needs the textbook she said there was nothing she could do and that she would escalate the case to the next level. Pretty much the same thing as the previous rep said. I asked for a refund I was told that there was no one there that could issue the refund. I want a refund. This company is bogus and running a scam. They should be put out of business so that other students and parents are not taken advantage of.

• Initial Complaint

  Date:03/05/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Dear Better Business Bureau,I am a freelance medical writer. I purchased a lifetime subscription to the online APA style manual through the company Vital Source believing it would be more efficient to reference the manual online rather than carry a paper copy of the manual. I opened the manual immediately after purchase and to my horror realized the material was completely unusable. The pages take a long time to load and the font is tiny. This is clearly a product with poor programming and not practical for the end user. I used the chat function to ask for a refund but was told the company does not offer them. I really think people need to be warned about this product. I would not have purchased it if I had realized the poor quality in advance. I would like to have BBB help with a refund and also hope the company would re-evaluate its product to avoid taking people's money for an unusable product.Purchase information Order Confirmation: BGI88772766877993 Date: 03/05/2023 Transaction ID: ******************************** Sincerely,*************************************

• Initial Complaint

  Date:09/13/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 reached out three times because I am not able to get a refund on an e-book rental. They have moved my issue to tier 2 management three times and I have yet to get a resolution, I've only received automatic emails indicating that they will contact me within 24-48 hours which has yet to happen. The 14 days are about to expire in order to receive my refund and I am sure I will be denied my refund after that. I am honestly disappointed with the service.