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:06/30/2022

  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 6/23 I was searching for an aged textbook for a class and found ecampus.com. I was leery of the reviews on the site for the marketplace vendors and clicked to purchase from eCampus.com directly. They claim I still purchased from the marketplace, but nowhere was that clear. I didn’t get to choose my textbook nor vendor, and I paid ecampus directly. I paid $86.22 for a textbook from ecampus.com in KY, and received textbook with paid invoice, in my name, from Penn Text in PA stating I’d paid $36.64. I didn’t want that textbook - I’d seen it in the marketplace - which is why I paid more to buy what I thought was from the company’s stock. They hid how they processed my purchase, and shared my personal information with their vendor. They did all this at a predatory 125% markup/finder’s fee.

  

  Business Response

  Date: 07/07/2022

  Good morning ****. We apologize for any inconvenience with your order. We have reviewed your order, a refund in the amount of $24.58 was issued on 07/01/22. The refund process typically takes 3-5 business days to process and post. If you need any further assistance, feel free to contact customer service at 888-388-9909. Thank you for your feedback and for being a valued customer! -eCampus

• Initial Complaint

  Date:06/30/2022

  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.

  On June 4th 2022 I had to purchase a text book for my A&PI class with Excelsior College Albany, NY to start June 27th 2022. When I went to purchase the book I was told my this company that a paper text was not an option. It had to be an ebook. I had never use an ebook and was told an Access Code would come to me. It never did but did show up in my school account and I was unable to access the book. I had called numerous times asking why I could not access the book and was told probably hasn't allowed you to access it. After numerous attempts x3 I was NOT able to access the book. I contacted the college the friday before the class was to start and they referred me back to the bookstore. Then the bookstore referred me back to the college. It was a cat n mouse game! Once June 27, 2022 came I still could not access the book. On June 28th I had to contact Evolve, an agency that works with ebooks, set up and account and have them connect my book to my class. It could not be done by me. After spending 3 hours on the phone with the technician I gave up today. I withdrew from my class and Lab. I called the bookstore x3 more, 1st they wanted an additional $57.00 for a hard copy which I was told I couldn't have from the beginning, 2nd call they hung up on me and after waiting on the phone an additional 20 minutes, got a rep. and was told no refund. I explained my situation and they did not want to hear it. I am asking for a total refund of $477.27 due to 1. not being able to access the book, 2. I was told it had to be an ebook no hard copy was authorized and 3. if I couldn't take the course I could do the lab for A&P1 I needed a 4 credit class, not 1 or even 3 but 4 for Nursing school! Not I am out of the money which I need for school. I have attached a receipt of the transaction.

  

  Business Response

  Date: 09/28/2022

  Good morning ********,

  We apologize for any inconvenience or confusion regarding your order. Per the school this access code was needed to complete the course the student was enrolled in. The access code was revealed, therefore is no longer eligible for a refund. Once class begins, typically the instructor will direct students on how to connect the access code to the course assignments. If you need any further assistance, please contact customer service at 859-209-6958. Thank you for choosing eCampus.

  Customer Answer

  Date: 09/28/2022

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

  I never attended the class. Therefore no communication with the instructor. 
  
  Sincerely,
  
  ******** ******

  

  Business Response

  Date: 10/04/2022

  Thank you for contacting customer service. The student was informed to reach out to the instructor for instructions on to connect with course prior to the class start date. Once the access code is viewed it is no longer eligible for a refund. 

   

  Thank you.

• Initial Complaint

  Date:05/26/2022

  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 purchases a textbook on 10May and paid the extra money for quicker shipment. Come to find out its a digital book and supposed to be available in 1-2 hours. Well book was not delivered to my digital bookshelf until 18 May after several complaints but on 22 May became "unavailable". I have reached out to the Sinclair bookstore with no response and ecampus.com and have been told an escalation ticket was put in on 4 separate occasions. I just talked to them again and the lady said no escalation ticket were in my file. I just want the book!

  

  Business Response

  Date: 06/07/2022

  Good afternoon *******,

  We do certainly apologize for any inconvenience you have experienced with your order. The order has been refunded 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 further assistance, please contact customer service at 859-209-6958. Thank you for being a valued customer!

• Initial Complaint

  Date:05/23/2022

  Type:Delivery 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.

  Order book: Frank: Sonnets which was listed as being in-stock and available. Order #9781********* for $15.76. Five days later, received an email that "Due to a change in availability from our supplier, the item(s) have yet to arrive in our shipping facility. We anticipate being able to supply this book to you soon. We apologize for any inconvenience caused by this delay. You will be notified by email once your item(s) ship from our shipping facility." I request a refund. This business repeatedly sells items that they do not have in stock. They take your money for items they list as available and for sale and then make you wait up to five days while they check on their inventory. This is their standard practice and it should be stopped.

  

  Business Response

  Date: 06/20/2022

  Thank you for contacting us,

  The item mentioned was canceled and refunded back to the original payment method on 05/10/22.

  -eCampus

  Customer Answer

  Date: 06/24/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is NOT satisfactory to me as this business is continually engaging in DECEPTIVE BUSINESS PRACTICES regarding the SALE (not sure about their rental services) of used books advertised as IN STOCK when in fact they are not.