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Business Profile

Public Library

Prospect Heights Public Library

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/22/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    this libaray discrimanated agaisnt me and would not let me use the internet without an id but other employees have gave me guest passes in the past can this be looked at as soon as possible

    Business Response

    Date: 04/24/2025

    Patrons need their library card number to access our public computers.  If they forget their card at home, we ask for ID and look up their card number.  If they're visiting from out of town, we will print out a guest pass.  Guest passes are not intended to be a permanent substitution for having a library card.  If a patron repeatedly comes in without their library card, we offer to help them obtain one.  They can refuse and are generally given a guest pass.  If this continues for an extended period of time, we reserve the right to not issue a guest pass.  

  • Initial Complaint

    Date:03/06/2023

    Type:Billing Issues
    Status:
    Answered
    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 borrowed 3 hotspots. Heard nothing. Then they want to charge me for damaging 2 then 3 scratches. When I pick up theyre locked in a box so I never see it. The director was yelling the whole time. Theyre in a box when received so I dont know if theyre before I got them. I should not be charged for 3 only 1.

    Customer Answer

    Date: 03/09/2023

    I went to library and they are LYING THEY ARE OUT FOR REPAIR when ALL 3 hotspots they are charging me for are rented out to patrons and not in repair.  See below:

    ****************, PH Circulation Supv.:
    This is to confirm that I came in to see the items you are claiming as damaged but they are checked out AND NOT OUT FOR REPAIR AS I WAS TOLD ON SUNDAY. 
    I would like to know the codes of the 2 prior hotspots checked out that you are charging me-since you are charging me, you should have record or else this is erroneous. And the 3rd hotspot is on the shelf to be rented as well-Not out for repair as I was informed. This is LYING FOR A PROFIT.
    Please advise. 

    Business Response

    Date: 03/15/2023

    ************** defaced Library property and was charged according to Library procedure.  She was charged for three separate incidents but when we realized she had checked out the same item twice, we removed one of the charges.  

     

    ************** was not told by staff that the items she asked for were out for repair.  The staff member said that she didn't know where the items were.  Without the specific barcode number for an item, most staff are  unable to determine the status of a specific item - whether it's on the shelf, checked out, in repair, withdrawn, or any number of other categories.  

     

    ************** has since paid the fees charged to her account bringing it back into good standing.  Her borrowing privileges have been restored.

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