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:01/03/2024

  Type:Customer Service 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 rented a textbook from this company for $70. I sent it back, and a week later was charged $287?! I contacted their customer service, which of course didn't have a working phone number, and was told via chat the book I sent back had "water damage". I did not send the book back damaged, and it wasn't in great condition when I got it anyway. If there was damage, it had to be during shipping. The customer service agent was rude and unhelpful and told me all charges were "final". This company seems like a scam to me, and they just want to make more money off of anything. I was really unhappy with my experience, and if it the extra $287 is not refunded, I'll be disputing the charge with my bank. I would not recommend this company at all.

  

  Business Response

  Date: 02/08/2024

  Good afternoon ********,

  I have reviewed your account and the condition of the item returned. At this time, I have refunded the rental purchase charge in full back to the original payment method. I apologize for the delay in respond of this complaint. Please allow 3-5n business days for the refund to process and post. If you need any further assistance, please let us know.

  Thank you,

  eCampus

  Customer Answer

  Date: 02/09/2024

  
  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.
  
  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:01/02/2024

  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 had returned the book but a charge was made on my credit card for $229 though the item was returned. This was a charge that I did not authorize. A rental charge was also paid already.

  

  Business Response

  Date: 02/06/2024

  Good afternoon ******,

  Per our policy for rental items, they must be in transit on or before the due date using the prepaid label we provide. As your item was not in transit in this time frame and we received no prior request for an extension, your account was charged a 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. 

  At this time, the account is under a "chargeback" status. This is due to a dispute filed with your financial institution. 

  Thank you,

  -eCampus

• Initial Complaint

  Date:12/27/2023

  Type:Service or Repair 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 rented a used textbook from eCampus (eC) and returned it on 12/9/2023 (before deadline) using the shipping label provided and required by eC. I paid $51 in August for a 4-month rental term. I received no communication regarding an issue with my rental return until I contacted customer service on 12/14/23 via Live Chat after seeing another charge on my card. Customer service representative (CSR) informed me that the book was damaged and unsuitable for future use, which I vehemently deny--I returned the book in the same condition as received. When I pushed back, CSR sent me two useless photos of some book with maybe some wrinkly pages? He could not provide specific details or evidence of the damage that I supposedly caused. He repeated generic language from the rental agreement, and suggested 4 times that I contact UPS for “the damage in transit claim.” What damage in transit claim? It is my understanding that the other books in the same package were fine. eC is either implicating an innocent 3rd party, or they know I did not cause the alleged damage. Additionally, the amount charged to my credit card, without notice or authorization, is outright fraud. Per the rental agreement, the fee for a book unsuitable for future use will be assessed “up to the replacement fee of the book.” I rented a used 2020 book, which is widely available for prices as low as $102. To replace that book, eC charged me $343, which is MORE than a brand new copy, with Connected eBook, directly from publisher. This amount is excessive, abusive, and a clear violation of the rental agreement. I asked how to escalate my dispute; CSR instructed me to email them because they “don't have a call support line open at this time.” I emailed them, and THE SAME employee responded, with the same generic language. I have no way to engage eC further — they don’t have a phone number, they don’t have any mechanism for dispute resolution, they might have only one employee. Order#*******

  

  Business Response

  Date: 12/28/2023

  Hi ******

  Thank you for reaching out. We have reviewed your account and have refunded 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 need any additional assistance, please let us know.

  Thank you for being a valued customer!

  -eCampus

  Customer Answer

  Date: 01/04/2024

  
  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.
  
  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:12/20/2023

  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 rented three books from e-campus on 8/15/2023. All 3 books were shipped to me with substantial amounts of damage, however, they were still able to be used so I did not report to e-campus the damage. The books were returned to e-campus and upon return e-campus charges me for ISBN: *************, $297.59, for the damage on book making it "unusable." I was also informed that if I wanted the book back, I would need to pay $12 in shipping costs. The book was sent back exactly as it was received and the company states that because I did not make them aware of damage within 30 day or return the book within 30 days, I am now liable for the damage. It was my assumption that they were aware of the damage on all 3 books which is why no complaint was made to the company. However, they have now determined that I am responsible for the damage on one book and charging me for it. I have been told there is no phone number to contact this company and the only way is by chat or email. What if I were someone who had limited or no access to the internet? This process is incredibly unprofessional, I have not been informed as to how I was "proved" to be at fault for the damage for the book or how they determined I was at fault for one but not the others.

  

  Business Response

  Date: 12/28/2023

  Good morning *******

  We have reviewed your account and items returned. You were charged for damages on ISBN *************, in the amount of $297.59. As our recording show that the item was sent to you in "new" condition and was returned with a torn cover and pages. Them photos have been provided to you via email. If customer receives a damaged item, they have 30 days to report damages to our support team. Once the item is in the customers possession, the customer is responsible for the item and the condition. We apologize for any inconvenience this may cause you. If you need any further assistance, please visit our help desk.

  Thank you,

  eCampus

• Initial Complaint

  Date:12/18/2023

  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 rented a book order ******* returned it before the rental return date, and weeks later get a bank message that the company charged me $124 for another book, *******, that I never bought, and it states that the customer picked up the book, which I never did. I reached out to customer support and was told that they charged me for the book because it was returned wet. Never once did water touch the book, and I in fact used an online copy of the book and ended up not needing to even use the book. To ensure that it was my book that I rented, I asked them if they could provide me with the book ISBN and damage in a video or photo, to prove that it was my book that was damaged. I asked several times and they never did and kept telling me to reach back out to them on the next day. This is wrong and clearly a scam and I should be reimbursed the transaction that I never approved of.

  

  Business Response

  Date: 02/08/2024

  Good afternoon Mikaelle,

  We apologize for any inconvenience or confusion regarding this order. The rental purchase charge was refunded in full on 12/29/23. back to the original payment method. If you need any additional information regarding this matter, please let us know.

   

  Thank you,

  eCampus

  Customer Answer

  Date: 02/12/2024

  
  Better Business Bureau:
  
  

  Thank you very much. My issue as been resolved, no further action must be taken. 
  

   

  Thank you very much, 

  ******** ***********

   

   

  ***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:12/11/2023

  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.

  On 12/5/2023, I ordered the textbook ASAM criteria 3rd edition. I paid 85.82 for expedited 5-day shipping. As of 12/11/23, my book has not been shipped, as it shows on the website that my order is processing. I reached out to the company via email and chat this morning, but no one has responded. They do not have a customer service phone number, and no one is responding.

  

  Business Response

  Date: 12/27/2023

  Hi *******!

  The item you ordered had the availability of typically ships in 2-4 business days. At this time the order has been refunded in full back to the original payment method. If you need any further assistance, please visit our help desk

  Thank you for choosing *********!

• Initial Complaint

  Date:12/01/2023

  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 put in an order on 8/22/2023 for Art History, Volume 2 [Rental Edition]. Fast forward to 11/30/2023, and I have yet to receive my rental that is due soon. Now I want to cancel the shipping and get a full refund on my purchase. About $92.89 for full, with taxes and fees, but $74.99 for the book itself. Which I am hoping for a refund for.

  

  Business Response

  Date: 12/05/2023

  Hi Jorge,

  Thank you so much for reaching out to us. we have reviewed the USPS tracking on you order and have deemed the item lost in transit with the carrier at this time. A full refund has been issued back to the original payment method; however, the refund is broken into three different transactions. Please allow 3-5 business days for the refund to process and post. We apologize for any inconvenience this has caused you. We value you as a customer and appreciate your business. 

  Thank you,

  eCampus

  Customer Answer

  Date: 12/06/2023

  
  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 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:11/27/2023

  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 ordered a textbook as a rental from eCampus.com. The book was shipped on Aug. 9, 2023 and my order number was *******. In early November 2023, I tried to access my online eCampus.com account in order to print a return shipping label, per the instructions that were delivered with my book. ECampus.com did not recognize my e-mail address, so I was unable to access my account so that I could print the return label. I reached out to eCampus.com via their live chat two weeks ago, no one could help me, and they said they would contact me via email. I left my email address and they never contacted me. I emailed them directly two weeks ago and despite their website saying they reply within 2 business days, it has been two weeks and no one has responded. I tried again to use their live chat today, and again no one could help me and they again told me to leave my email address and someone would respond to me. Now I am stuck with this textbook that I need to return, and I'm afraid I'm going to be charged late fees even though I have tried repeatedly to connect with someone at ecampus.com to help me access my account. I am beyond frustrated and will NEVER rent from this company again. At this point I JUST NEED HELP accessing my account, getting a return label and sending this book back ASAP so that I never have to deal with this awful business again.

  

  Business Response

  Date: 12/05/2023

  Hi ******

  The email address has been updated and the rental has been checked in at this time. We so certainly apologize for any inconvenience you may have experienced. We value you as a customer and appreciate your feedback.

  Thank you,

  eCampus

• Initial Complaint

  Date:11/09/2023

  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.

  I never received the item I bought. When I tried to talk to someone about a refund, they would disconnect me every single time. I never received a refund. Fake business.

  

  Business Response

  Date: 11/14/2023

  Hi ********,

  Thank you for reaching out. According to USPS tracking the item was lost in transit with the carrier. At this time, we have refunded the order in full back to the original payment method. We apologize for any inconvenience this may have caused.

  Thank you,

  eCampus

  Customer Answer

  Date: 11/15/2023

  
  Complaint: ********
  
  I am rejecting this response because: I’m not sure if I still have the original payment method. I will accept a check sent to my address listed. 
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:10/17/2023

  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.

  I returned two rental books (amount to rent was $40.46), 5 days late. Due date was August 14 and I returned them on August 19. I was charged a late fee of $65. (To buy the books, instead of returning them, would have costed me $30 total.) I contacted them on August 21 and was told they would refund 75% of the late fee within 30 days. I still didn't see a refund, so I contacted them again on September 29. I was then told the books were damaged, so I could not receive a refund, but they could send the books back to me. A week later, I received an email from eCampus stating that they threw the books away because I was supposed to ask for them to be sent back a week after they were perceived as damaged. I was never contacted AT ALL stating that they were damaged OR contacted and told I had a week to claim them. They are refusing to do anything about this issue that is clearly on their end.

  

  Business Response

  Date: 11/14/2023

  Good morning ********,

  We apologize for any inconvenience or confusion regarding the rental purchase fee. Per our policy, once the book is in your possession, you are responsible for its condition. Damage to a rented book is defined as any condition that makes the book unusable as a future rental. Such conditions include any water damage, a broken spine, missing pages, missing or torn covers, excessive highlighting (more than one third of the content), excessive or inappropriate notes or any other such condition that makes the book unsuitable for future use. A fee will be charged to the credit card on file of any customer returning a damaged book and the book will NOT be returned to you. You can find this information on the eCampus Help Desk. If you need any further assistance, please contact our customer service team.

  Thank you,

  eCampus